# ServiceNow

**Categories:** ITSM

Integrate ServiceNow tickets and automate IT service management workflows.

ServiceNow integrates with Harmony to streamline IT service management.

## What Harmony does with ServiceNow

Harmony is the chat front line for employee requests, and ServiceNow stays the system of record. Employees ask in Slack or Teams, Harmony creates incidents or catalog requests, and status, notes, and messages sync both ways. Agents keep working in ServiceNow without switching consoles.

## Data synced

- Core fields: category, subcategory, business service, location, impact, and urgency
- Request items, change requests, and incident details
- Catalog variables rendered as readable tables, plus assignment groups and custom fields
- Audit history with human-readable names

## Actions available

- Create incidents and submit service catalog requests from Harmony
- Sync status transitions, notes, and customer messages back to ServiceNow
- Trigger Flow Designer flows and authenticated REST calls for custom operations

## Real-world use cases

**Catalog from chat**: An employee requests a laptop in Slack. Harmony submits the ServiceNow catalog request with live form validation and tracks it for them.

**Incident on the spot**: An employee reports an outage, Harmony opens a ServiceNow incident with the right category and urgency, and routes it to the assignment group.

**Kept in sync**: An agent resolves the ticket in ServiceNow and the closure, with resolution code, flows back to the employee in chat.

## Related integrations

- [Jira Service Management](/integrations/jira-service-management)

- [Freshservice](/integrations/freshservice)

- [Zendesk](/integrations/zendesk)

## FAQ

### What is ServiceNow?

Let employees raise and track ServiceNow tickets from Slack or Teams while ServiceNow stays the system of record. Harmony is the chat front line for employee requests, and ServiceNow stays the system of record.

### What data does Harmony sync from ServiceNow?

Harmony's ServiceNow integration syncs the following into a single agent inventory: core fields: category, subcategory, business service, location, impact, and urgency; request items, change requests, and incident details; catalog variables rendered as readable tables, plus assignment groups and custom fields; and audit history with human-readable names.

### What can I do with ServiceNow through Harmony?

Through the ServiceNow integration, Harmony can create incidents and submit service catalog requests from Harmony; sync status transitions, notes, and customer messages back to ServiceNow; and trigger Flow Designer flows and authenticated REST calls for custom operations.

### How does the ServiceNow integration help IT teams?

An employee requests a laptop in Slack. Harmony submits the ServiceNow catalog request with live form validation and tracks it for them.

### What other integrations pair with ServiceNow in Harmony?

ServiceNow is commonly paired with Jira Service Management (ITSM), Freshservice (ITSM), and Zendesk (ITSM) inside Harmony, giving IT one unified view across related systems.