Creating Custom Attribute Value Mappings in ServiceNow – Netenrich

In this article:

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
Actual end
Approval set
Approval
Additional Comments
Category
Caused by change
Close Notes
Contact type
Created
Configuration Item
Due date
Description
Expected start
First alert seen time
Impact
Onhold Reason
Parent
Priority
Parent Incident
Problem
Resolution Code
Short Description
Sold products
State
Subcategory
Updated
Urgency
Work notes

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
Workaround

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

All attribute values are mapped from ServiceNow to Resolution Intelligence using ServiceNow user interface (UI) manually.

Note 1: To create custom attribute value mappings, you should be in Global domain and the app is Netenrich Connect

Configure Attribute Value Mappings

To create custom attribute value mapping,

Login to your ServiceNow instance using valid credentials
Search "Attribute Value Mapping" in the left nav bar
From 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 2: 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

Note 3: 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 as well.

8. In Mapping Type, select either Attribute or Value from the dropdown menu

For example: If you map Resolved in ServiceNow Attribute details tab, a relevant attribute Resolved On is populated in Netenrich Attribute details tab after submitting the mapping.

Note that every custom attribute value mapping occurs bidirectional (From ServiceNow to Resolution Intelligence and from Resolution Intelligence to ServiceNow).