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yfangechiu merged 3 commits into from
Jan 6, 2026
Merged

[ServiceNow] Add instructions for Testing Bisync #33638

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adding back instructions about not using the integration user when te…
yfangechiu Dec 31, 2025
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update where the note is
yfangechiu Jan 2, 2026
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Update content/en/integrations/guide/servicenow-itom-itsm-setup.md
yfangechiu Jan 6, 2026
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7 changes: 5 additions & 2 deletions content/en/integrations/guide/servicenow-itom-itsm-setup.md
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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.<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.

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@yfangechiu yfangechiu Jan 2, 2026

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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:

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@hestonhoffman hestonhoffman Jan 2, 2026

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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.

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@yfangechiu yfangechiu Jan 2, 2026

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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?

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@hestonhoffman hestonhoffman Jan 2, 2026 •
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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?

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@yfangechiu yfangechiu Jan 2, 2026

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Yes, that is fine! I'll add it there -- thank you!




## Customize data with transform maps {#transform-maps}

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{{% /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:

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