uplyst.
ServiceNow integration
Understand which customers and operations a service issue affects. Connect ServiceNow incidents, assets and service relationships to the wider business context in Uplyst.
How it connectsService records
Incidents, services and configuration items.
- Incident
- Priority, state and assignment
- Configuration item
- Affected application or infrastructure
- Service relationships
- Dependencies and accountable owners
Business impact in Uplyst
Connect service dependencies to the customers, orders and operations they support.
Service teams can use that context to assess disruption, coordinate with business owners and prioritise recovery.
Connect ServiceNow to Uplyst
ServiceNow Table API reads can supply incidents, configuration items and related service records to Uplyst. Those records are mapped to the services, owners and business processes they affect, connecting technical issues to operational consequences.
The selected tables and reference fields define the connection. Instance configuration, installed applications and custom business rules determine which records and relationships are available.
Access controlled by the ServiceNow instance
The integration identity's table, record and field permissions control the data returned by the Table API. OAuth bearer authentication is available for authorised REST access.
Restricted records and fields can affect the completeness of a service relationship. Distinguish available information from relationships that cannot be resolved with the connection's current access.
Link incidents, services and assets
The source instance and sys_id identify a ServiceNow record. Human-readable incident numbers remain useful for communication, while reference fields connect incidents to configuration items, assignment groups and services.
Uplyst relates those service records to the business entities affected by disruption. Lifecycle states and update times show how the issue has changed and how current the information is.
| ServiceNow record | Business relationship |
|---|---|
| Incident | Affected service and operational issue |
| Configuration item | Application or infrastructure dependencies |
| Assignment group | Accountable team |
| Service relationship | Connected customers and business processes |
UplystService dependency exampleINC0012486Resolved24 Sep · 10:42 UTC
- Incident ·
incidentINC0012486Order routing unavailable
sys_id: d71f942b2f8b4a09a31c684ba45b1276cmdb_ci - Configuration item ·
cmdb_ciOrder routing applicationProduction application
sys_id: 1a843f2d8b2e4e79ad5c037821b70642CMDB relationship · Used by - Business service ·
cmdb_ci_serviceOrder fulfilmentService dependency in this instance
sys_id: 5c09a7e81d264dbfbf4107292fe8c654owned_by
Owner unresolved
sys_user / 72e6b9130c4d482a9f81360bc7472ad5Reference retained. The user record is not readable within this connection’s access scope.
Business recoveryNot verified
The incident is resolved. Order processing and the business owner’s recovery confirmation remain separate checks.
Prioritise incidents by business impact
Service teams can relate an application outage to the orders, customers and operations that depend on it. Business owners gain a clearer view of disruption and the teams responsible for recovery.
Reassignments, reopened incidents and changes to configuration item relationships can alter that impact. Keeping those changes connected supports coordination across service operations and the business.
Retrieve the required service records
The Table API supports encoded filters, sorting, selected fields and limit/offset pagination. This allows a connection to focus on the records and attributes needed for the business process.
Access controls are evaluated as records are retrieved. A short visible page can reflect permissions, so retrieval and reconciliation need to account for the instance's paging behaviour and changing source records.
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