This article covers how to create a custom attribute value mappings in ServiceNow to customize data synchronization with types of attribute value mappings.
Attribute Value Mappings
Attribute Value Mappings are essential configuration tables. They allow us to customize data synchronization to meet specific business requirements. These mappings enable the creation or modification of data synchronization rules, which in turn, directly update the Resolution Intelligence Cloud Database. This ensures that data is synchronized correctly in both ServiceNow (SNOW) and Resolution Intelligence Cloud.
The Attribute Value Mapping table contains values for both Netenrich fields and SNOW fields, serving as a crucial tool for data synchronization, especially when there are defined mappings from both sides.
Types of Attribute Value Mappings
After activating and configuring the modules, the default mappings are fetched into the attribute value mapping table in your ServiceNow instance. The default mappings are set for the following modules.
Attribute Value Mappings for Incident
If you activate incident, the following attributes are configured automatically.
- Assignment Group
- State
- Additional Comments
- Category
- Close Notes
- Contact type
- Description
- Impact
- On hold Reason
- Priority
- Resolution Code
- Short Description
- Subcategory
- Urgency
- Work notes
Attribute Value Mappings for Case
If you activate Case, the following attributes are configured automatically.
- Assignment Group
- State
- Additional Comments
- Category
- Close Notes
- Contact type
- Description
- Impact
- On hold Reason
- Priority
- Resolution Code
- Short Description
- Subcategory
- Urgency
- Work notes
Attribute Value Mappings for Change Request
If you activate Change Request, the following attributes are configured automatically.
- Assignment Group
- Approval history
- Actual start
- Actual end
- Activity due
- Additional assignee list
- Assigned to
- Additional comments
- Approval set
- Business duration
- Backout plan
- Closed by
- CAB Recommendation
- Close Code
- Category
- Created
- Created by
- CAB delegate
- CAB date
- Conflict last run
- Configuration Item
- Correlation display
- CAB Required
- Conflict status
- Correlation ID
- Change plan
- Company
- Contract
- Contact type
- Description
- Duration
- Delivery task
- Delivery plan
- Domain
- Domain path
- Expected start
- Escalation
- Effective number
- Followup
- Impact
- Implementation Plan
- Justification
- Knowledge
- Location
- Made SLA
- Number
- Order
- On Hold
- Onhold Change Tasks
- Opened
- Opened by
- Outside maintenance schedule
- Planned Start date
- Planned End date
- Priority
- Production System
- Parent
- Phase
- Phase state
- Reason
- Review Status
- Rejection goto
- Requested by
- Reassignment count
- Requested by date
- Review date
- Risk
- Risk and Impact analysis
- Scope
- Service Offering
- Service
- Short Description
- SLA due
- Standard Change template
- State
- Sys ID
- Task type
- Test Plan
- Time worked
- Transfer reason
- Type
- Universal Request
- Unauthorized
- Updated
- Updated by
- Upon Approval
- Updates
- Upon Reject
- Urgency
- User input
- Watch list
- Work Notes
- Workflow activity
- Variables
Attribute Value Mappings for Service Request
If you activate Service Request, the following attributes are configured automatically.
- Approval
- Created
- Description
- Due date
- Location
- Number
- Opened by
- Opened
- Priority
- Price
- Request state
- Requested for
- Short description
- Special Instructions
- Updated
- Work notes
Attribute Value Mappings for Requested Item
If you activate Requested Item, the following attributes are configured automatically.
- State
- Description
- Work notes
- Created
- Updated
- Number
- Short Description
- Work notes
- Due date
- Opened by
- Request
- Stage
- Quantity
- Estimated delivery
- Backordered
- Configuration Item
- Item
- Requested for
Attribute Value Mappings for Service Catalog Task
If you activate Service Catalog task, the following attributes are configured automatically.
- State
- Priority
- Work notes
- Number
- Created
- Updated
- Short Description
- Description
- Assignment Group
- Approval
- Request Item
- Assigned to
- Active
Attribute Value Mappings for Problem
If you activate problem, the following attributes are configured automatically.
- Assignment Group
- Created
- Category
- Cause notes
- Configuration Item
- Company
- Close notes
- Fix notes
- Priority
- Resolution code
- Short description
- State
- Subcategory
- Parent
- Updated
- Work notes
All attribute values are mapped from ServiceNow to Resolution Intelligence using ServiceNow UI manually.
Configuring Attribute Value Mappings
You should be in Global domain and the app is Netenrich Connect to create custom attribute value mappings.
To create custom attribute value mapping,
- Login to your ServiceNow instance using valid credentials.
- In the left filter navigator search for "Netenrich".
- Find and click the "Attribute Value Mapping" from the search results.
4. In the Attribute Value Mapping page, click New.
A new record appears.
4. In Source System Code, select either ServiceNow or Netenrich from the dropdown menu.
5. In Target System Code, select either ServiceNow or Netenrich from the dropdown menu.
Note 1: Both Source System Code and Target System Code values should be different from
each other.
6. In ServiceNow Entity, select an entity from the below list.
-
- Incident
- Problem
- Change
- Service Request
7. In Netenrich Entity, select an entity from the below list.
-
- Incident
- Problem
- Change
- Service Request
Based on the Module, we need to select Netenrich Entity accordingly.
Note 2: Entities in both ServiceNow and Netenrich should be same. For example,
If you select Incident in ServiceNow Entity, then the same should be selected in
Netenrich Entity field too.
8. In Mapping Type, select either Attribute or Value from the dropdown menu.
For example: If you add Resolved State in ServiceNow, select the source system code as ServiceNow and target system code as Netenrich, ServiceNow Entity as Incident, Netenrich Entity as Incident and Mapping Type as Value (adding resolved state value in ServiceNow so select Mapping Type as Value).
Note that every custom attribute value mapping occurs bidirectionally from one platform to other and viceversa.
Modifying the existing Value Mappings
Usecase: Modify the Contact type (string) to Description (HTML) in ServiceNow Attribute field.
To modify the value mappings,
- Login to your ServiceNow instance using valid credentials.
- In the filter navigator, search for "Netenrich".
- Find and click the "Attribute Value Mapping" from the search results.
- In the Attribute Value Mapping page, open an existing record that would prefer to modify.
- Under ServiceNow attribute details tab, in the ServiceNow Attribute field, type in Description.
- Click
icon to display the type of your description (HTML).
- Click Update.
Comments
0 comments
Please sign in to leave a comment.