Our ServiceNow integration powers more efficient ITSM for your organization – enabling people to work in the system they prefer and still maintain visibility and collaboration. This allows engineers to manage and automate incidents more effectively in FireHydrant while keeping the rest of the organization and stakeholders in-the-loop.

Key features of the ServiceNow integration:

• Automatically create a ServiceNow ticket at the start of a FireHydrant incident, based on criteria you have set (e.g. severity, service). Also create FireHydrant incidents from ServiceNow using Business Rules.

• Map FireHydrant Milestones to ServiceNow ticket status.

• Keep stakeholders up-to-date by automating the creation of ServiceNow Work Notes. Also send Work Notes to your FireHyrdant Incident Timeline.

• Synchronize ServiceNow CMDB entries directly with FireHydrant’s Service Catalog to quickly associate CMDB items to FireHydrant incidents and ensure the same records are used in both systems.

• Automatically generate problem tasks within ServiceNow when Follow Up tasks are created in FireHydrant.

🔄 Accelerate Response with Two-Way Incident Creation

Create ServiceNow tickets automatically when FireHydrant incidents start using a Runbook step. Set up conditionals to create tickets based on criteria like severity or impacted services.

Using Business Rules can automatically create FireHydrant incidents from ServiceNow, too.

📍Field Mapping for Custom and Standard Tables

Easily configure your custom and standard tables in FireHydrant and map the fields to FireHydrant fields, like mapping "Short Description" in ServiceNow to "Incident Name" in FireHydrant, ensuring critical incident data is synced across platforms.

📝 Work Notes That Keep Everyone in the Loop

You can automatically send ServiceNow Work Notes right into your FireHydrant Incident Timeline, bringing critical updates from support, IT, and executives along with them. Plus, FireHydrant updates can post back to ServiceNow automatically - keeping everyone informed, no matter which platform they're using.

📖 CMDB Meets Service Catalog

Keep your services in perfect harmony by syncing ServiceNow CMDB entries directly with FireHydrant's Service Catalog. Same records, two platforms, zero headaches. Associate CMDB items to incidents quickly and keep your service management running smoothly.

✏️ Problem Management Made Easy

Turn FireHydrant Follow-Up tasks into ServiceNow problem tickets with just a click. Track resolution steps across both platforms and keep your post-incident workflow flowing smoothly, all while cutting down on manual work.

📈 Real-Time Data Syncing

We’re keeping all your critical incident details in sync between platforms:

• Incident Name

• Description

• Impact

• Urgency

• Impacted Services

• Milestone State

Getting Started and Resources

• Learn how to configure the ServiceNow integration.

• Learn about using ServiceNow Business Rules

• Learn about ServiceNow Field Mapping