ServiceNow Bidirectional Collibra Integration

ServiceNow is a cloud computing platform to help companies manage digital workflows for enterprise operations. It provides an IT Service Management system for resolving everyday internal IT issues.

The aim of this bidirectional integration is to synchronize Collibra Issues to the ServiceNow Platform as either Incident or Request Tickets. This integration is able to synchronize information between both platforms such as Name, Description, Status, Priority, Caller, Assignee, Direct links, Ticket types, and Comments. This integration has two methods of activation, the first being via a timed scheduler, and the second via an HTTP endpoint request. A CMA file is also included. This ensures that once this CMA file is imported within your Collibra instance, all the custom prerequisites will be generated automatically.

Alternative ways to try out this integration are via the supplied JAR file or Docker image with the compiled build version of the integration. These contain all the required dependencies and source code. After a minimal number of required changes as described in this document, users can run the integration using one simple command.

Use Cases

The Lifecycle event for this integration begins at Collibra, where Collibra Issues may be created within the Collibra Platform. Whether this issue will be transferred to ServiceNow will depend on the Issue Type. The Issue type will also determine whether this issue will be transferred to ServiceNow as either an Incident or a Request ticket.

This integration features a centralized configuration asset, which allows to create or modify attributes required by the integration to function. This allows manipulating configuration details dynamically, without having to change any files within the integration and without restarting the integration to simply apply changes. Any Collibra Issue Type can be used by being defined within the configuration asset. This Issue type will then simply require a few custom attributes to be attached.

Once the Issue is created on the Collibra Platform, the integration will detect the newly created issue and begin the process of creating the issue as either an Incident or Request on ServiceNow. Once the Issue is created successfully on ServiceNow, the integration will update the Collibra Issue with more ServiceNow details. Such details include Status, Assignee, Caller, Direct Link to ServiceNow, Ticket Type, Impact, and Urgency.

Elements in Scope

When modifying a ServiceNow Incident/Request from Collibra, the integration allows the following details to be updated:

• Name
• Description
• Priority (Impact and Urgency)
• Comments

When modifying a ServiceNow Incident/Request to Collibra, the integration will synchronize details such as:

• Description
• Status
• Assignee
• Caller
• Priority (Impact and Urgency)
• Additional Comments

Closing an Incident/Request from Collibra would simply involve changing the issue status within the Collibra platform.

Closing an Incident/Request from ServiceNow would require the status of the Incident/Request to be changed to the predefined status configured within the Configuration Asset in Collibra.

To receive support on this item, you can engage our Professional Services team or post any questions in the Collibra Community.