> ## Documentation Index
> Fetch the complete documentation index at: https://docs.hightouch.com/llms.txt
> Use this file to discover all available pages before exploring further.

# ServiceNow

> Improve your ITSM workflow by having your data in ServiceNow

## Overview

The ServiceNow Platform is a scalable cloud service that offers a range of applications, workflows and processes. Sharing common architecture and data, the platform incorporates a variety of ready-made suites catering for specific business areas.

## Supported syncing

| Sync Type | Description | Supported Sync Modes |
| - | - | - |
| **Standard Objects** | Sync data from any source to records in ServiceNow | Upsert, Update |

For more information about sync modes, check out the [sync modes](https://docs.hightouch.com/syncs/types-and-modes.md#sync-modes) docs.

## Connect to ServiceNow

Go to the [**Destinations** overview page](https://app.hightouch.com/destinations?from=docs) and click the **Add destination** button. Select ServiceNow and then enter the name of your ServiceNow instance and credentials for an integration user.

Your integration user should have the following roles:

* `rest_service`
* `web_service_admin`
* `rest_api_explorer`
* Read access to the `sys_db_object` table
* Read access to the `sys_glide_object` table
* Read access to the `sys_dictionary` table
* Create/Write/Read access to the table being synced to

![Integration role selection in the ServiceNow UI](https://mintcdn.com/hightouch-3c037897/L_vQfA0JQEpeGUUo/images/destinations/destination-servicenow-setup.png?fit=max\&auto=format\&n=L_vQfA0JQEpeGUUo\&q=85\&s=6e2a7ab54c74336a02ba6c9d7bc5084c)

## Syncing data

Once you've set up your ServiceNow destination and have a [model](https://docs.hightouch.com/getting-started/concepts.md#models) to pull data from, you can set up your sync configuration to begin syncing data. Go to the [**Syncs** overview page](https://app.hightouch.com/syncs?from=docs) and click the **Add sync** button to begin. Then, select the relevant model and the ServiceNow destination you want to sync to.

### Record matching

You can match records from your source to your ServiceNow instance using any unique field in ServiceNow. This can be a custom field or an out-of-box field, as long as it's guaranteed to be unique. If the selected field isn't unique, the incorrect record may be updated.

If you're using the `sys_id` field, the value from the source must be a 32-character, lowercase, alphanumeric string.

![Record matching in the Hightouch UI](https://mintcdn.com/hightouch-3c037897/L_vQfA0JQEpeGUUo/images/destinations/destination-servicenow-idfieldmapping.png?fit=max\&auto=format\&n=L_vQfA0JQEpeGUUo\&q=85\&s=23fbd544775994579e0877aa43349c02)

### Field mapping

You can also sync columns from your source to any of the fields in the selected ServiceNow table.

![Field mapping in the Hightouch UI](https://mintcdn.com/hightouch-3c037897/L_vQfA0JQEpeGUUo/images/destinations/destination-servicenow-fieldmappings.png?fit=max\&auto=format\&n=L_vQfA0JQEpeGUUo\&q=85\&s=b06459b7ee570ee69bbe465b1683e95f)

## Tips and troubleshooting

To see the exact API requests and responses from each sync run, use the [live debugger](https://docs.hightouch.com/syncs/debugger.md). To get notified by Slack, PagerDuty, SMS, or email when a sync fails, set up [sync alerts](https://docs.hightouch.com/syncs/alerting.md). If you run into an issue this page doesn't cover, [contact support](#pylon-chat).

### Maximum exection time exceeded

ServiceNow has some default request limits that can be configured in the `Transaction Quota Rules (sysrule_quota)` table.
If you're seeing `Transaction cancelled: maximum execution time exceeded` try decreasing the batch size in your sync configuration, or increasing the timeout duration of `REST Batch API request timeout` and `REST Table API request timeout` in the Transaction Quota Rules table.