Setup

Before you begin

Complete the following in ServiceNow before configuring the integration in Prizm.

1. ServiceNow Instance

Have your instance URL ready (e.g., https://<instance>.service-now.com) and know your environment — Development, Test, UAT, or Production.

2. Integration User

Create a dedicated integration user in ServiceNow for Prizm. Do not reuse a personal account.

Assign the user at minimum the itil role (allows creating and updating incidents via the Table API)
Ensure REST API access is enabled for the user
Ensure the user has read/write permissions for the incident table

3. Authentication

Choose an authentication method and have credentials ready:

Method	Required credentials
Basic Authentication	Username and password of the integration user
OAuth 2.0 (recommended)	Client ID, Client Secret, Token URL (from ServiceNow’s OAuth Application Registry)

To create an OAuth application in ServiceNow: navigate to System OAuth → Application Registry → New → Create an OAuth API endpoint for external clients.

Step 1: Open Integration settings

Navigate to Organization → Integration and click the + button to open the Channels catalog. Select the ServiceNow tile, then choose an authentication type in the Select ServiceNow Authentication Type dialog: Username/Password or OAuth. The steps below follow the Username/Password form.

Channels page listing the available integrations with All, Notification, Catalog, Collaboration and Vault filters — Organization → Integration → + opens the Channels catalog

Select ServiceNow Authentication Type dialog offering Username/Password or OAuth — Choose the ServiceNow authentication type

Step 2: Enter instance details and credentials

Enter the API URL and instance name

Enter the full base URL of your ServiceNow instance in API URL (e.g., https://yourinstance.service-now.com/). Enter just the instance subdomain in Instance (e.g., yourinstance).

Enter credentials

Enter the User Name and Password for your ServiceNow service account. To retrieve credentials from a connected vault instead, enable Use Vault and enter the vault secret path. The vault integration must already be configured and active in Prizm.

ServiceNow Integration (Username/Password) form with API URL, Instance, Use Vault, User Name and Password fields — ServiceNow Integration (Username/Password) form

Step 3: Configure issue and alert routing

Enable issue routing

Check the Issue checkbox to send Prizm issues to ServiceNow as incidents. Use the Priority selector (C / H / M / L) to control which severity levels create ServiceNow records. For example, enabling only C and H routes only Critical and High issues to ServiceNow. Optionally enter an Issue Endpoint URL to target a specific ServiceNow table or scripted endpoint instead of the default incident table.

Enable alert routing

Check the Alert checkbox to send Prizm alerts to ServiceNow. Configure Priority and an optional Alert Endpoint URL the same way as issues. The Issue & Alert Configuration section also lists an SLA checkbox.

Issue and Alert Configuration section with Issue, Alert and SLA checkboxes and the Enable Webhook option — Issue & Alert Configuration and Enable Webhook

Step 4: Configure mandatory fields (optional)

ServiceNow instances often require custom fields when creating incidents — for example, assignment group, category, or business service. Use the Mandatory Fields configuration to specify field name and value pairs that Prizm includes in every incident payload. This prevents incidents from failing to create due to missing required fields in your ServiceNow configuration.

Step 5: Enable webhook for bidirectional sync

Check Enable Webhook to allow ServiceNow to push status changes, comments, priority updates, and resolution data back to Prizm in real time. After saving the integration (Create Integration when adding, Update Integration when editing), Prizm generates a Webhook URL. You’ll use this URL in the ServiceNow configuration below.

Configure the webhook in ServiceNow

Step 5a — Create the REST Message

Navigate to System Web Services → Outbound → REST Message and create a new record. Open the record and add a new POST HTTP Method under the Request Content tab. Paste the following payload template and save:

{
  "incident_number": "${incident.number}",
  "short_description": "${incident.short_description}",
  "state": "${incident.state}",
  "priority": "${incident.priority}",
  "urgency": "${incident.urgency}",
  "category": "${incident.category}",
  "comment": "${incident.comment}",
  "comment_id": "${incident.comment_id}",
  "alert_number": "${alert.number}",
  "alert_name": "${alert.name}",
  "alert_severity": "${alert.severity}",
  "alert_description": "${alert.description}",
  "updated_fields": ${updated_fields},
  "event_type": "${event_type}"
}

The ${...} placeholders are ServiceNow template variables populated by the Business Rule script below. Do not replace them manually.

Step 5b — Create the Business Rule on the Incident table

Navigate to System Definition → Business Rules → New and configure:

Table: Incident
When to Run tab: After → Insert, Update, Delete
Advanced tab: paste the script below

Replace <Your Prizm Domain> with your actual Prizm webhook URL.

(function executeRule(current, previous /*null when async*/) {

  var gr = new GlideRecord('incident');
  gr.get(current.sys_id);

  var restMessage = new sn_ws.RESTMessageV2('<Your REST Message Name>', '<Your POST Method Name>');
  restMessage.setEndpoint('<Your Prizm Domain>/api/channel_action/servicenow_hook/');

  var eventType = 'incident_' + current.operation();
  var commentContent = "";
  var commentID = null;

  if (current.comments.changes()) {
    var gr2 = new GlideRecord('sys_journal_field');
    gr2.addQuery('element_id', current.sys_id);
    gr2.addQuery('element', 'comments');
    gr2.orderByDesc('sys_created_on');
    gr2.setLimit(1);
    gr2.query();
    if (gr2.next()) {
      commentContent = gr2.value.toString();
      commentID = gr2.sys_id.toString();
      eventType = previous.comments ? "comment_updated" : "comment_added";
    }
  }

  if (current.comments == "") {
    var gr3 = new GlideRecord('sys_journal_field');
    gr3.addQuery('element_id', current.sys_id);
    gr3.addQuery('element', 'comments');
    gr3.query();
    while (gr3.next()) {
      if (gr3.value == "") {
        commentID = gr3.sys_id.toString();
        eventType = "comment_deleted";
        break;
      }
    }
  }

  function safeToString(value) {
    if (value === null || value === undefined) { return ""; }
    else if (typeof value === "object") { return JSON.stringify(value); }
    else { return String(value); }
  }

  var updatedFields = [];
  var fieldsToCheck = [
    'short_description', 'state', 'priority', 'urgency', 'comments',
    'close_code', 'close_notes', 'resolved_at', 'resolved_by',
    'closed_at', 'closed_by'
  ];

  fieldsToCheck.forEach(function(fieldName) {
    var oldValue = previous ? previous.getValue(fieldName) : null;
    var newValue = current.getValue(fieldName);
    var oldDisplayValue = null;
    var newDisplayValue = null;
    if (fieldName === 'resolved_by' || fieldName === 'closed_by') {
      oldDisplayValue = previous && previous.getValue(fieldName) ? previous.getDisplayValue(fieldName) : null;
      newDisplayValue = current.getValue(fieldName) ? current.getDisplayValue(fieldName) : null;
    }
    if (oldValue !== newValue) {
      updatedFields.push({
        field: fieldName,
        old_value: (fieldName === 'resolved_by' || fieldName === 'closed_by') ? safeToString(oldDisplayValue) : safeToString(oldValue),
        new_value: (fieldName === 'resolved_by' || fieldName === 'closed_by') ? safeToString(newDisplayValue) : safeToString(newValue)
      });
    }
  });

  restMessage.setStringParameterNoEscape('incident.number', gr.number);
  restMessage.setStringParameterNoEscape('incident.short_description', gr.short_description);
  restMessage.setStringParameterNoEscape('incident.state', gr.state);
  restMessage.setStringParameterNoEscape('incident.priority', gr.priority);
  restMessage.setStringParameterNoEscape('incident.urgency', gr.urgency);
  restMessage.setStringParameterNoEscape('incident.category', gr.category);
  restMessage.setStringParameterNoEscape('incident.comment', commentContent);
  if (commentID) {
    restMessage.setStringParameterNoEscape('incident.comment_id', commentID);
  }
  restMessage.setStringParameterNoEscape('incident.close_code', gr.close_code || '');
  restMessage.setStringParameterNoEscape('incident.close_notes', gr.close_notes || '');
  restMessage.setStringParameterNoEscape('incident.resolved_at', gr.resolved_at ? gr.resolved_at.toString() : '');
  restMessage.setStringParameterNoEscape('incident.resolved_by', gr.resolved_by ? gr.resolved_by.getDisplayValue() : '');
  restMessage.setStringParameterNoEscape('incident.closed_at', gr.closed_at ? gr.closed_at.toString() : '');
  restMessage.setStringParameterNoEscape('incident.closed_by', gr.closed_by ? gr.closed_by.getDisplayValue() : '');
  restMessage.setStringParameterNoEscape('event_type', eventType);

  if (updatedFields.length > 0) {
    restMessage.setStringParameterNoEscape('updated_fields', JSON.stringify(updatedFields));
  } else {
    restMessage.setStringParameterNoEscape('updated_fields', JSON.stringify({}));
  }

  var response = restMessage.execute();
  gs.log('Webhook response status: ' + response.getStatusCode());

})(current, previous);

The script tracks changes to: short_description, state, priority, urgency, comments, close_code, close_notes, resolved_at, resolved_by, closed_at, closed_by.

Step 5c — Caller ID fix (optional)

If incidents created via the Prizm API fail due to a missing caller_id, add a second Business Rule:

Table: Incident
When to Run tab: Before → Insert

(function executeRule(current, previous /*null when async*/) {
  if (!current.caller_id && (gs.getSession().isInteractive() === false ||
      current.getValue('api_created_flag') === 'true')) {
    current.caller_id = gs.getUserID();
  }
})(current, previous);

Step 5d — Test the webhook

Update a test incident in ServiceNow and confirm the change appears in the linked Prizm issue within a few seconds.

If your ServiceNow instance blocks outbound webhooks due to firewall rules, Prizm also supports polling-based sync as a fallback. Contact your Prizm administrator to configure the polling interval.

Step 6: Save and validate

Click Update Integration to save. Use Validate Integration to confirm Prizm can reach your ServiceNow instance and authenticate successfully.

Configuration reference

Field	Required	Description
API URL	Yes	Full URL of your ServiceNow instance including trailing slash (e.g., `https://yourinstance.service-now.com/`).
Instance	Yes	ServiceNow instance subdomain only — without `service-now.com` (e.g., `yourinstance`).
Use Vault	No	Retrieve credentials from a connected vault instead of entering them directly.
User Name	Yes	Username of the ServiceNow service account.
Password	Yes	Password of the ServiceNow service account.
Issue (checkbox)	No	Routes Prizm issues to ServiceNow as incidents.
Issue Priority	No	Filters which Prizm issue severities (C/H/M/L) create ServiceNow records.
Issue Endpoint URL	No	Custom ServiceNow endpoint for issues. Leave blank for the default incident table.
Alert (checkbox)	No	Routes Prizm alerts to ServiceNow.
Alert Priority	No	Filters which Prizm alert severities (C/H/M/L) create ServiceNow records.
Alert Endpoint URL	No	Custom ServiceNow endpoint for alerts. Leave blank for the default.
Mandatory Fields	No	Custom field name/value pairs included in every incident payload.
Enable Webhook	No	Enables bidirectional sync. Prizm generates a Webhook URL to configure in ServiceNow.

Prizm stores all credentials encrypted at rest. If using Use Vault, configure and validate the vault integration before saving the ServiceNow configuration.

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Release Notes

Before you begin

1. ServiceNow Instance

2. Integration User

3. Authentication

Step 1: Open Integration settings

Step 2: Enter instance details and credentials

Step 3: Configure issue and alert routing

Step 4: Configure mandatory fields (optional)

Step 5: Enable webhook for bidirectional sync

Configure the webhook in ServiceNow

Step 5a — Create the REST Message

Step 5b — Create the Business Rule on the Incident table

Step 5c — Caller ID fix (optional)

Step 5d — Test the webhook

Step 6: Save and validate

Configuration reference

​Before you begin

​1. ServiceNow Instance

​2. Integration User

​3. Authentication

​Step 1: Open Integration settings

​Step 2: Enter instance details and credentials

​Step 3: Configure issue and alert routing

​Step 4: Configure mandatory fields (optional)

​Step 5: Enable webhook for bidirectional sync

​Configure the webhook in ServiceNow

​Step 5a — Create the REST Message

​Step 5b — Create the Business Rule on the Incident table

​Step 5c — Caller ID fix (optional)

​Step 5d — Test the webhook

​Step 6: Save and validate

​Configuration reference

Before you begin

1. ServiceNow Instance

2. Integration User

3. Authentication

Step 1: Open Integration settings

Step 2: Enter instance details and credentials

Step 3: Configure issue and alert routing

Step 4: Configure mandatory fields (optional)

Step 5: Enable webhook for bidirectional sync

Configure the webhook in ServiceNow

Step 5a — Create the REST Message

Step 5b — Create the Business Rule on the Incident table

Step 5c — Caller ID fix (optional)

Step 5d — Test the webhook

Step 6: Save and validate

Configuration reference