[ServiceNow] Add instructions for Testing Bisync #33638
Conversation
Preview links (active after the
|
| 1. Click **Save**. | ||
| 1. (Optional) If you have ITOM/ITSM integration version 2.7.0 or newer, you can use information from correlated alerts to populate values in ServiceNow.<br />The transform maps for Datadog Cases ITOM and ITSM tables contain an example transform script that runs onBefore. By default, the script is commented out, but you can enable it by uncommenting it and modifying it to fit your use case. | ||
| 1. (Optional) If you have ITOM/ITSM integration version 2.7.0 or newer, you can use information from correlated alerts to populate values in ServiceNow.<br /> Instructions on how to do so can be found below under **Transform correlated alert data**. | ||
| 1. Data will only sync from ServiceNow back to Datadog if the change is made by a user with the ITIL role who is **not** the user configured in the ServiceNow integration tile in Datadog. |
There was a problem hiding this comment.
Was thinking that maybe it's better formatted as not a bullet point but a line after the (Optional) bullet point prefixed with a bolded Note:
hestonhoffman
left a comment
hestonhoffman
left a comment
There was a problem hiding this comment.
Hi! I made the change you suggested above.
| 1. (Optional) If you have ITOM/ITSM integration version 2.7.0 or newer, you can use information from correlated alerts to populate values in ServiceNow.<br /> Instructions on how to do so can be found below under **Transform correlated alert data**. | ||
| 1. Data will only sync from ServiceNow back to Datadog if the change is made by a user with the ITIL role who is **not** the user configured in the ServiceNow integration tile in Datadog. |
There was a problem hiding this comment.
| 1. (Optional) If you have ITOM/ITSM integration version 2.7.0 or newer, you can use information from correlated alerts to populate values in ServiceNow.<br /> Instructions on how to do so can be found below under **Transform correlated alert data**. | |
| 1. Data will only sync from ServiceNow back to Datadog if the change is made by a user with the ITIL role who is **not** the user configured in the ServiceNow integration tile in Datadog. | |
| 1. (Optional) If you have ITOM/ITSM integration version 2.7.0 or newer, you can use information from correlated alerts to populate values in ServiceNow. For instructions, see the **Transform correlated alert data** section below.<br />**Note**: Data only syncs from ServiceNow back to Datadog if the change is made by a user with the ITIL role who is **not** the user configured in the ServiceNow integration tile in Datadog. |
There was a problem hiding this comment.
Thanks @hestonhoffman! Actually sorry on second thought, I think it might make more sense as a note under 6. because the (optional) bullet point is something completely unrelated. Or if we make it just a new line that is left aligned with the numbers. I just don't want it to be a note associated with bullet point 7 since they're unrelated!
What are your thoughts?
There was a problem hiding this comment.
Unfortunately, it has to be attached to one of the list items, or it will break the continuity of the list. Could we add it to the main paragraph above the list? The information is related to the entire process, correct?
There was a problem hiding this comment.
Yes, that is fine! I'll add it there -- thank you!
Updating docs to include a line about the type of user that should be logged in as to test bisync since we get a lot of customer confusion on this.
The user cannot be the user configured in the Datadog ServiceNow integration tile and must have the ITIL role. Otherwise changes made in the ServiceNow ticket will not be synced back to Datadog.
Preview: https://docs-staging.datadoghq.com/emma.chiu/add-back-instructions-for-snow-integration-user/integrations/guide/servicenow-itom-itsm-setup/
What does this PR do? What is the motivation?
Merge instructions
Merge readiness:
For Datadog employees:
Your branch name MUST follow the
<name>/<description>convention and include the forward slash (/). Without this format, your pull request will not pass CI, the GitLab pipeline will not run, and you won't get a branch preview. Getting a branch preview makes it easier for us to check any issues with your PR, such as broken links.If your branch doesn't follow this format, rename it or create a new branch and PR.
[6/5/2025] Merge queue has been disabled on the documentation repo. If you have write access to the repo, the PR has been reviewed by a Documentation team member, and all of the required checks have passed, you can use the Squash and Merge button to merge the PR. If you don't have write access, or you need help, reach out in the #documentation channel in Slack.
Additional notes