Integration Directory
ITSM

ServiceNow

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.

FAQ

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.