ServiceNow Integration

The ServiceNow integration provides bidirectional synchronization between AtlasAI and ServiceNow ITSM. Incidents, changes, and CMDB records can flow in both directions, enabling teams to use AtlasAI’s AI capabilities while maintaining ServiceNow as the system of record.

Prerequisites

• ServiceNow instance (Orlando or later)
• A ServiceNow user account with REST API access and the itil role
• Network connectivity from the Tenant Plane to your ServiceNow instance

Setup

Step 1: Create a ServiceNow integration user.

In ServiceNow, create a dedicated user for the AtlasAI integration with the following roles:

• itil — For incident and change management
• cmdb_read — For CMDB synchronization
• rest_api_explorer — For API access

Step 2: Configure the integration in AtlasAI.

1. Navigate to Settings → Integrations → ServiceNow
2. Click Add Connection
3. Enter your ServiceNow instance details:
   • Instance URL: https://your-instance.service-now.com
   • Username: The integration user’s username
   • Password: The integration user’s password
   • Client ID / Secret: (Optional) For OAuth 2.0 authentication
4. Configure sync options:
   • Incident sync: Bidirectional, AtlasAI → ServiceNow, or ServiceNow → AtlasAI
   • Change sync: Import change records from ServiceNow
   • CMDB sync: Import CI records and relationships
   • Sync interval: How often to poll for changes (default: 60 seconds)
5. Click Test Connection and then Save & Enable

Step 3: Map fields.

Navigate to Settings → Integrations → ServiceNow → Field Mapping to customize how AtlasAI fields map to ServiceNow fields. Default mappings are provided for standard fields.

Sync Behavior

Incident Sync

• AtlasAI → ServiceNow: When an incident is created in AtlasAI, a corresponding incident is created in ServiceNow. Status updates, notes, and resolution sync in real time.
• ServiceNow → AtlasAI: Incidents created in ServiceNow are imported into AtlasAI for AI-powered RCA and correlation.
• Conflict resolution: If both systems update the same field, the most recent update wins (configurable).

CMDB Sync

AtlasAI imports CIs and relationships from ServiceNow CMDB on a scheduled basis. This enriches the AtlasAI CMDB and enables topology-aware RCA using your existing ServiceNow data.

Troubleshooting