This recipe links ServiceNow incidents to SymphonyAI by triggering on new or updated Incident records in ServiceNow, then updating the corresponding ticket in SymphonyAI ITSM. With configured field and status mappings, it synchronizes state changes (such as In Progress or Resolved) from ServiceNow to SymphonyAI, ensuring both systems remain aligned. The flow validates conditions before performing updates, runs under active ServiceNow and SymphonyAI connections, logs job execution for traceability, and completes automatically to maintain near real-time, consistent incident information across both platforms.
Prerequisites
Connections: ServiceNow connector, SymphonyAI connector (v5)
Configuration: Routing mapping from ServiceNow Incident fields to SymphonyAI Queue/Catalog/Service, Status mapping from ServiceNow State to SymphonyAI Status.
Trigger
When an Incident is created or updated in ServiceNow with a valid SymphonyAI reference, the integration triggers to synchronize the corresponding ticket in SymphonyAI.
The workflow starts when a new or updated Incident record is triggered in ServiceNow (real-time).
It checks the Incident state from ServiceNow.
If the state is In Progress, it updates the corresponding Incident in SymphonyAI to In Progress.
If the state is Resolved, it updates the corresponding Incident in SymphonyAI to Resolved.
Finally, the job execution is logged in Integration Hub and the workflow completes.
Main Flow
Updates the corresponding incident in SymphonyAI based on status changes in ServiceNow (e.g., In Progress or Resolved). This ensures both systems remain synchronized with the latest incident state automatically.
Field Description
The following table describes the Main flow of the Recipe.
Step No. | Step Name | Type | Description |
|---|---|---|---|
1 | New/updated record in Incident table (Real-time) | Trigger | Triggers the workflow when a new incident is created or an existing incident is updated in ServiceNow. |
2 | IF State equals 6 | Condition | Checks whether the incident state in ServiceNow is 6 (Resolved). |
3 | Resolved in SymphonyAI v5 (Custom) | Action | Updates the corresponding incident in SymphonyAI to Resolved when the condition is met. |
4 | ELSE IF State equals 2 | Condition | Checks whether the incident state in ServiceNow is 2 (In Progress). |
5 | Update Incident in SymphonyAI v5 (Custom) | Action | Updates the corresponding incident in SymphonyAI with the latest details/status when the condition is met. |
6 | End | End | Marks the completion of the workflow execution. |
Integrate Servicenow to SymphonyAI
The integration will update an Incident in SymphonyAI when an Incident is updated in ServiceNow.
Log in as an Admin.
Navigate to Projects in Integration Hub.
Check if active Connections exist and verify that the ServiceNow–SymphonyAI recipe is active. If connections are not active, inform the POC to activate them.
Update an Incident in ServiceNow and change the State (e.g., In Progress or Resolved).
Navigate back to Integration Hub → Projects → ServiceNow–SymphonyAI recipe.
Check the Jobs section — a new job should be triggered.
Open the latest job and validate the execution details.
If ServiceNow State = In Progress, the Incident in SymphonyAI will move to In Progress.
If ServiceNow State = Resolved, the Incident in SymphonyAI will move to Resolved.