> ## Documentation Index
> Fetch the complete documentation index at: https://docs.dqlabs.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Overview

> Connect Prizm to ServiceNow to automatically create incidents from data quality issues and sync status, comments, and resolution data bidirectionally.

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## What is the ServiceNow integration?

The ServiceNow integration connects Prizm data quality issues to ServiceNow incidents, allowing organizations that manage IT and data operations in ServiceNow to treat data quality problems as first-class incidents in their ITSM workflows. When a Prizm issue is created, a corresponding ServiceNow incident is created automatically — populated with asset context, metric details, and a direct link back to Prizm.

Changes to description, status, priority, comments, and assignee sync bidirectionally between Prizm and ServiceNow through a webhook. When an incident is resolved in ServiceNow, Prizm automatically closes the linked issue and imports the resolution notes. ServiceNow conversations are pulled into the Prizm issue thread so teams can see all activity in one place.

## What this integration enables

| Capability                      | Description                                                                                                                             |
| ------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------- |
| **Automatic incident creation** | Prizm issues are created as ServiceNow incidents automatically. Supported for both issues and alerts, with per-severity routing.        |
| **Rich incident context**       | Each incident includes asset name, attribute, measure, connection details, domain, product, and a direct link back to Prizm.            |
| **Bidirectional status sync**   | Status changes in ServiceNow sync back to Prizm via webhook. Resolving an incident closes the linked Prizm issue.                       |
| **Bidirectional priority sync** | Priority changes in either system are reflected in the other.                                                                           |
| **Bidirectional comment sync**  | Comments from ServiceNow appear in the Prizm issue thread, and vice versa.                                                              |
| **Resolution metadata pull**    | When a ServiceNow incident is resolved, Prizm imports the Resolution Code, Resolution Notes, Resolution At, and Resolution By fields.   |
| **Conversation sync**           | All ServiceNow ticket conversations are pulled into the Prizm issue conversation thread, including author, timestamp, and message body. |
| **Audit log**                   | Every sync event (creation, status change, comment, resolution) is logged in the Prizm issue activity trail.                            |
| **Webhook + polling support**   | Webhook-based real-time sync is the default. Polling-based sync is available as a fallback when webhooks are blocked.                   |
| **Use Vault**                   | Route credentials through a connected HashiCorp, Azure, or AWS vault instead of storing them directly in Prizm.                         |

## Authentication

Prizm connects to ServiceNow using **Username/Password** authentication via a dedicated ServiceNow service account.

## Workflow

1. A data quality issue or alert is created in Prizm that matches the configured priority routing.
2. Prizm calls the ServiceNow Table API and creates a corresponding incident with issue name, description, priority, status, assignee, reporter, associated screenshot, and comments.
3. A link to the ServiceNow incident number (e.g., `INC0012345`) appears on the Prizm issue detail page. Clicking it opens the incident directly in ServiceNow.
4. Any updates to description, status, priority, comments, or assignee in Prizm are pushed to the ServiceNow incident via the REST API.
5. If the webhook is enabled, updates made in ServiceNow (status transitions, comments, priority, assignee) are sent back to Prizm in real time.
6. When the ServiceNow incident is resolved or closed, Prizm imports the Resolution Code, Resolution Notes, Resolution At, and Resolution By fields and closes the linked issue.
7. All ServiceNow ticket conversations are pulled into the Prizm issue conversation thread so data teams have full visibility without switching tools.
8. Every sync event is recorded in the Prizm issue audit log with source, actor, timestamp, and field-level change details.

## Prerequisites

Before connecting ServiceNow to Prizm, you need:

* A ServiceNow instance URL and environment (Dev, Test, UAT, or Production)
* A dedicated integration user with the `itil` role and REST API access
* Authentication credentials — Basic (username/password) or OAuth 2.0 (Client ID, Client Secret, Token URL)
* If using real-time webhook sync: a REST Message and Business Rule configured in ServiceNow

See [Prerequisites](/integrations/servicenow/prerequisites) for full ServiceNow-side setup instructions, including the webhook scripts.

<CardGroup cols={2}>
  <Card title="Setup" icon="gear" href="/integrations/servicenow/setup">
    Connect ServiceNow to Prizm — authentication, incident routing, and webhook configuration.
  </Card>

  <Card title="Integration" icon="arrows-left-right" href="/integrations/servicenow/integration">
    How Prizm creates incidents, syncs fields, pulls resolution data, and imports conversations.
  </Card>
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