From d6af5982c95f7c3b09ce99916f54d5cfc696005e Mon Sep 17 00:00:00 2001 From: Emma Chiu Date: Wed, 31 Dec 2025 15:02:00 -0500 Subject: [PATCH 1/3] adding back instructions about not using the integration user when testing bisycn --- .../en/integrations/guide/servicenow-itom-itsm-setup.md | 7 +++++-- 1 file changed, 5 insertions(+), 2 deletions(-) diff --git a/content/en/integrations/guide/servicenow-itom-itsm-setup.md b/content/en/integrations/guide/servicenow-itom-itsm-setup.md index 5ae4d69aff2..31d0f892947 100644 --- a/content/en/integrations/guide/servicenow-itom-itsm-setup.md +++ b/content/en/integrations/guide/servicenow-itom-itsm-setup.md @@ -269,7 +269,10 @@ In ServiceNow, you can sync state, impact, and urgency bidirectionally with both 1. Paste in your **Service Account Application Key** you created. 1. Check the **Enabled** box. 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.
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.
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. + + ## Customize data with transform maps {#transform-maps} @@ -312,7 +315,7 @@ answer = (function transformEntry(source) {{% /collapse-content %}} {{% collapse-content title="Transform correlated alert data" level="h4" expanded=false id="transform-correlated-alert-data" %}} -To use information from correlated alerts to populate values in ServiceNow, add a new onBefore transform script under the Datadog Cases ITSM/ITOM table transform map. +To use information from correlated alerts to populate values in ServiceNow, add a new onBefore transform script under the Datadog Cases ITSM/ITOM table transform map. To populate data into the ServiceNow incident, you have to modify your script to parse data that has been sent from Datadog and stored in the EM Correlated Alert column, and specify which fields in the incident you want to send the parsed data to. Below is a sample script that you can customize for your needs: From da2e418080589efe6f9a4bf28a77b36aa3339a36 Mon Sep 17 00:00:00 2001 From: Emma Chiu Date: Fri, 2 Jan 2026 15:46:11 -0500 Subject: [PATCH 2/3] update where the note is --- content/en/integrations/guide/servicenow-itom-itsm-setup.md | 3 +-- 1 file changed, 1 insertion(+), 2 deletions(-) diff --git a/content/en/integrations/guide/servicenow-itom-itsm-setup.md b/content/en/integrations/guide/servicenow-itom-itsm-setup.md index 31d0f892947..d7cd84c7a84 100644 --- a/content/en/integrations/guide/servicenow-itom-itsm-setup.md +++ b/content/en/integrations/guide/servicenow-itom-itsm-setup.md @@ -257,7 +257,7 @@ For step-by-step instructions on setting up and configuring this integration for ## Sync data bidirectionally between ServiceNow and Case/Incident Management {#sync-bidirectionally} -In ServiceNow, you can sync state, impact, and urgency bidirectionally with both Case Management and Incident Management. +In ServiceNow, you can sync state, impact, and urgency bidirectionally with both Case Management and Incident Management. **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. 1. In Datadog, follow the instructions to [create a service account application key][7].
**Note**: Datadog recommends creating this key instead of using a personal one, which risks breaking the ServiceNow sync if the user's account is deactivated or if their permissions change. 1. In ServiceNow, click the globe icon in the top-right corner, then make sure the **Application Scope** is set to **ITOM/ITSM Integration for Datadog**. @@ -270,7 +270,6 @@ In ServiceNow, you can sync state, impact, and urgency bidirectionally with both 1. Check the **Enabled** box. 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.
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. From c62420a93962bcd84a8202daa4096b07325931fc Mon Sep 17 00:00:00 2001 From: Emma Chiu Date: Tue, 6 Jan 2026 12:59:39 -0500 Subject: [PATCH 3/3] Update content/en/integrations/guide/servicenow-itom-itsm-setup.md Co-authored-by: Heston Hoffman --- content/en/integrations/guide/servicenow-itom-itsm-setup.md | 4 +++- 1 file changed, 3 insertions(+), 1 deletion(-) diff --git a/content/en/integrations/guide/servicenow-itom-itsm-setup.md b/content/en/integrations/guide/servicenow-itom-itsm-setup.md index d7cd84c7a84..cdf0d3a1006 100644 --- a/content/en/integrations/guide/servicenow-itom-itsm-setup.md +++ b/content/en/integrations/guide/servicenow-itom-itsm-setup.md @@ -257,7 +257,9 @@ For step-by-step instructions on setting up and configuring this integration for ## Sync data bidirectionally between ServiceNow and Case/Incident Management {#sync-bidirectionally} -In ServiceNow, you can sync state, impact, and urgency bidirectionally with both Case Management and Incident Management. **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. +In ServiceNow, you can sync state, impact, and urgency bidirectionally with both Case Management and Incident Management. + +**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. 1. In Datadog, follow the instructions to [create a service account application key][7].
**Note**: Datadog recommends creating this key instead of using a personal one, which risks breaking the ServiceNow sync if the user's account is deactivated or if their permissions change. 1. In ServiceNow, click the globe icon in the top-right corner, then make sure the **Application Scope** is set to **ITOM/ITSM Integration for Datadog**.