ServiceNow Integration Now Generally Available (Plus, Inbound Field Mapping)

We’re thrilled to announce that our ServiceNow integration is now generally available (GA). For enterprises that rely on ServiceNow to power their ITSM, this integration creates a seamless bridge between engineers responding to incidents in FireHydrant and the broader organization.

At FireHydrant, we are committed to delivering enterprise-grade solutions that go beyond the basics. This integration doesn’t just connect platforms and do one simple automation — it ensures your data is fully synchronized, your CMDB and Service Catalog stay aligned, and your teams communicate effortlessly during incidents.

With the addition of Inbound Field Mapping, this release offers even more flexibility, enabling teams to customize workflows to fit their unique needs. 

Introducing Inbound Field Mapping

With the GA launch, we’re introducing a powerful new capability: Inbound Field Mapping. This feature allows you to customize which fields from your ServiceNow tickets are synced with FireHydrant.

For example, you can map the "Short Description" in ServiceNow to the "Incident Name" in FireHydrant or sync other critical fields unique to your organization. This is especially useful when you have custom fields in ServiceNow that need to be mapped to a specific field in FireHydrant.

In addition to Outbound Field Mapping that allows you to customize how FireHydrant data is synced to ServiceNow tickets, this customization ensures your incident management workflows are tailored to your needs and that the right data is always in just the right place.

FireHydrant’s ServiceNow Integration: A Recap

Our ServiceNow integration is designed to ensure alignment and collaboration between engineering teams and the broader organization during incidents. Here’s what it enables:

🔄 Bi-Directional Incident Creation: Automatically create ServiceNow tickets when incidents are created in FireHydrant (and vice versa!), saving responders valuable time. Use conditionals to create tickets based on criteria like severity or impacted services.

📖 Service Catalog and CMDB Sync: Keep your ServiceNow CMDB and FireHydrant Service Catalog perfectly aligned. Associate CMDB entries to incidents and maintain service consistency across systems.

📝 Work Notes Integration: Sync ServiceNow Work Notes with the FireHydrant Incident Timeline for effortless updates. Share critical updates between tools to keep stakeholders aligned in real time.

✏️ Easily Create Problem Tickets: Convert FireHydrant Follow-Up tasks into ServiceNow problem tickets with a single click, streamlining post-incident workflows.

📈 Real-Time Data Syncing: Ensure key incident details like name, description, impact, urgency, and milestone state are synchronized between platforms, keeping everyone on the same page.

📍 Field Mapping for Seamless Data Sync: Map custom and standard fields between ServiceNow and FireHydrant, ensuring critical data flows effortlessly across platforms.

Enterprise Incident Management Like Never Before

Check out our documentation to learn how to set up and get the most out of the ServiceNow integration. We can’t wait to see how you use it to elevate your enterprise’s incident management workflows.