ServiceNow Integration Now Generally Available, Jira Cloud Integration Improvements, Expanded Analytics

Hey there, firefighters 🧑‍🚒 Here’s what’s shipped for you this week:

🎉 ServiceNow Integration Now Generally Available, With the Addition of Inbound Field Mapping

Our ServiceNow integration is now generally available, bringing enterprise-grade incident management to your ITSM workflows. The GA release includes powerful new Inbound Field Mapping capabilities, letting you customize exactly how ServiceNow ticket fields sync with FireHydrant — especially useful when you have custom fields in ServiceNow.

If your org uses ServiceNow, here’s everything you’ll ❤️:

🔄 Two-Way Incident Creation: Automate incident creation between FireHydrant and ServiceNow.

📍 Bi-Directional Data Sync: Seamlessly sync data between platforms.

📖 CMDB & Service Catalog Synchronization: Align ServiceNow CMDB with FireHydrant’s Service Catalog.

📝 Work Notes Sync: Keep stakeholders informed across platforms.

✏️ Problem Management Made Easy: Turn FireHydrant tasks into ServiceNow problem tickets.

🗺️ Field Mapping: With both Inbound and Outbound field syncing, you now have complete flexibility to map your data to fit your unique needs.

💬 New Slack Role Handoff Command, Plus Custom Nudges and Snoozing

We've introduced a new /fh handoff command in Slack that makes transferring incident roles and tasks a breeze as well — giving you more notification options and ensuring nothing slips through the cracks.

• Effortlessly transfer roles and tasks to teammates with the /fh handoff command.
• Stay on top of incidents with a configurable nudging system that remind inactive users to re-engage.
• Customize nudge frequency with organization-level settings.
• Manage focus time with per-user snooze preferences for notifications.
• Seamlessly hand off outstanding to-dos with automatic task reassignment during handoffs.

✨ Jira Cloud Integration Improvements

We've improved our Jira Cloud integration to make assigning users more reliable. The integration now uses Jira account IDs instead of email addresses for assigning users, which is especially helpful in environments where profile visibility settings hide email addresses.

📊 Expanded Analytics Time Range

FireHydrant Analytics are all about giving you the data you need to identify patterns, improve decision-making, and optimize your workflows. With updates to our Analytics, you can now dive deeper into your incident history, analyzing data from up to 3 years in the past. This extended range provides more comprehensive insights into your incident history and trends, helping your team enhance reliability and drive continuous improvement.

We’ve got a lot (and we mean a LOT) of big updates coming soon! We can’t wait to get them into your hands. Stay tuned — this is just the beginning ❤️