Connectors

ServiceNow: incidents and work notes

Connect a ServiceNow instance for incidents, work notes and first response.

8 min read

What you get

  • Incidents in Cases and Investigate.
  • First response work notes on new incidents.
  • Guarded public additional comments when posts are on.

Connect

  1. Ask an instance admin to register an OAuth application (System OAuth → Application Registry → Create an OAuth API endpoint for external clients), or use username + password / token fields while OAuth is pending.
  2. In Arcus: Settings → Integrations → ServiceNow. Paste instance URL and credentials → Save & test.
  3. Sign in if your org uses OAuth. Confirm Cases lists incidents assigned to you.
  4. Turn on first response under the First response settings when you want automatic internal notes.
Integrations settings where ServiceNow is connected
Connectors live under Settings → Integrations.

Public vs internal

Default is Internal (work note). Public maps to an additional comment the requester can see. External posts must be ON, and the reply check must pass.

Next

First response on new tickets
An internal note on every new Zendesk or ServiceNow ticket within seconds, and a guarded public reply draft.
Customer reply and verifier
Draft a reply, run the reply check (verifier), and only then post when external posts are on.
Connect your helpdesk and tools
What connects today, how to connect it, and what is not there yet.