ServiceNow Field Mappings

From ServiceNow to Serraview

Serraview Table	Serraview Field	Serraview Display Name	ServiceNow Table / Value	ServiceNow Field Name	Comment	On Create / Update
ServiceRequest	Summary		sc_req_item	short_description		On Create
ServiceRequest	ServiceTypeID		sc_req_item	cat_item	Mapping to be done as part of implementation (No seeded values). New mapping table for sc_cat_item.Name to ServiceTypeID	On Create
ServiceRequest	StatusID	<Status>	sc_req_item	state	Mapping to be done as part of implementation (No seeded values). Existing mapping table: ServiceRequestStatusMapping ServiceNow STATE : Serraview STATUS Pending - 5 : Planning Open - 1 : Pre-Implementation Work In Progress - 2 : Implementation Closed Complete - 3 : Closed Closed Incomplete - 4 : Closed Closed Skipped - 7 : Closed	On Create
ServiceRequest	SubmittedDate	Submitted	sc_req_item	sys_created_on		On Create
ServiceRequest	RequiredByDate	Due date	sc_req_item	due_date		On Create
ServiceRequest	CreatedByID	Requestor	sc_req_item	opened_by.value	Match user by email and if not found then use Unknown. Get the email (sys_user.email) of the user by id (opened_by.value) Separate API call to sys_user	On Create
ServiceRequest	OrgUnitID	Cost centre	Unknown Org Unit			On Create
ServiceRequest	ChargeToOrgUnitID	Charge to	Unknown Org Unit			On Create
<new table or field>	ExternalSysID		sc_req_item	sys_id		On Create
<new table or field>	ExternalDisplayID		sc_req_item	number		On Create
ServiceRequest	Comments		sc_req_item	comments_and_work_notes	Implementation Considerations: The comments_and_work_notes is a concatenation of comments and work notes. Each comment is separated by new lines characters. This means we will need to convert above into Serraview's format (XML). We may have to parse string to store each comment separately. The close_notes is not to be mapped	On Create/Update
ServiceRequestFile	FileID		attachment	download_link		On Create/Update
ServiceRequest	Description		sc_req_item	Concatenation of name,value pairs from API response for all non-empty fields not directly mapped e.g. short_description is already mapped and should not be part of this.		On Create

From Serraview to Service Now

Serraview Table	Serraview Field	ServiceNow Table / Value	Field Name	Comment
ServiceRequest	Comments	sc_req_item	work_notes	Only new comments added (part of comment XML field) are sent to ServiceNow as a comment.
ServiceRequest	StatusID	sc_req_item	state	Implementation Considerations: Can use same mapping table called ServiceRequestStatusMapping? What if multiple ServiceNow states are mapped to one Serraview status?