Mapping Fields from Resolution Intelligence to ServiceNow

This article covers how to map fields from Resolution Intelligence to ServiceNow and how to reactivate Netenrich Connect profile in ServiceNow. 

When Resolution Intelligence shares ActOn, problem, change request, and service request's data with ServiceNow, the integration will automatically create a record in the incidents table. The integration also allows to add custom data fields to enable the customization of the records in ServiceNow during transition of data. If any modifications are made on open items in either of the platforms (Service Now or Resolution Intelligence Cloud), same changes will be replicated in both platforms automatically.

Available Fields

ServiceNow will automatically send the following fields to the Resolution Intelligence Cloud.

For Incidents

ServiceNow Fields	Compatible Resolution   Intelligence Cloud Fields
New	New
Open	Acknowledged
In Progress	Open - Work In Progress
On Hold	On Hold
Self Heal	Healed
Resolved	Resolved
Closed	Closed

Priority

Value	Labels
1	Critical
2	High
3	Moderate
4	Low
5	Planning

Impact

Value	Labels
1	High
2	Medium
3	Low

Urgency

Value	Labels
1	High
2	Medium
3	Low

Assignment Group

assignment_group (Backend Value)

Channels

Value	Labels
monitoring	Monitoring Alert
self-service	Self-service
phone	Phone
email	Email

Note: Resolution code will be shared by customer.

For Cases

ServiceNow Fields	Compatible Resolution Intelligence Cloud Fields
New	New
Open	Open
OnHold – Awaiting Caller	Waiting for Customer Inputs
OnHold – Awaiting Problem	Pending Action – Scheduled
OnHold – Awaiting Vendor	Pending Vendor
Awaiting Info	Response Due
Resolved	Resolved
Closed	Closed

For Problems

ServiceNow Fields	Compatible Resolution Intelligence Cloud Fields
New	New
Assess	Assess(CM)(PM)
Root Cause Analysis	Open - Cause Analysis In Progress(PM)
Fix In Progress	Open - Work In Progress
Resolved	Resolved

For Change Requests

ServiceNow Fields	Compatible Resolution   Intelligence Cloud Fields
New	New
Assess	Assess(CM)(PM)
Authorize	Authorize/Approve(CM)
Scheduled	Pending Action - Scheduled
Implement	Implement(CM)
Review	Verify(CM)
Closed	Closed
Canceled	Canceled

For Service Request

Types	ServiceNow Fields	Compatible Resolution   Intelligence Cloud Fields
REQ	Pending Approval	Open-Order accepted
	Approved	Implement(CM)
	Closed complete	Closed-complete
	Closed Incomplete	Closed
	Closed Canceled	Canceled(CM)
	Closed Rejected	Closed
	Closed Skipped	Closed
RITM	Pending	Open-Order accepted
	Open	New
	Work In Progress	Implement(CM)
	Closed complete	Closed-complete
	Closed Incomplete	Closed
	Closed Skipped	Closed
SC_TASK	Open	New
	Work In Progress	Implement(CM)
	Closed complete	Closed-complete
	Closed Incomplete	Closed
	Closed Skipped	Closed

Additional data fields from Netenrich Connect App

The integration lets share these data fields from Resolution Intelligence Cloud to ServiceNow, by default. ServiceNow admins can leverage these data fields in the transform map to enhance and alter the incident in ServiceNow.

Field	Description
MSP_ticket_id	Incident ID from ServiceNow
client	Title of the client
organization	Title of an Organization

Reactivating your Netenrich Connect profile in ServiceNow

Reactivation of Netenrich Connect profile helps to fetch the list of customers that are recently added to the platform into the ServiceNow app Customer Mapping Table.

Follow the below steps to reactivate your profile in ServiceNow.

1. Log in to ServiceNow using your valid credentials.
2. Navigate to Netenrich Connect -> Application Setup.
3. In the Application Setup page, click on the ConfigOAuth and then, click the Activate.
4. Go to Netenrich Connect -> Customer Mapping.
5. In the Customer Mapping page, search for the customer to be enabled.
6. Open the record by clicking on the first column in the table. 
7. Copy the sys id in the customer id column.
8. Select the mapping status as true or checked.
9. Set the default caller (Optional)
10. Test with an incident sync.

Note 1: Customer entry must be created in ServiceNow app before you perform this step. 
If not, ask the Green pages to enable the same.

Synchronizing your first incident

If you are at this step, means you are all set to use the Resolution Intelligence. This is more of a verification step to verify if the bidirectional sync is working or not. 

Use the following procedure to enable synchronization.

• Create an incident in ServiceNow. 
• Wait for a minute for the event to push the data to the Resolution Intelligence Cloud.
• Sign-in into the Resolution Intelligence Cloud and then verify.