⚠️This feature is still in development and is not yet released. We have published this article to help with planning for integration.
ServiceNow, Inc. is an American software company that supplies a cloud computing platform for the creation and management of automated business workflows.
ServiceNow Integration can:
Eliminate duplicate data entry across both platforms
Real-time visibility for all stakeholders, regardless of which tool they use
Automated status, category, and role updates in both directions
Synchronized comments and activity history
No disruption to existing team workflows
💡Note: This article describes the bidirectional data synchronization integration between ServiceNow and Workia. The integration ensures that Incidents created or updated in ServiceNow are automatically reflected as Tickets in Workia, and vice versa.
Teams in both platforms can continue working in their preferred tool with full confidence that data is always current and consistent.
How to connect ServiceNow to Workia?
An initial connection must be established from ServiceNow to begin the integration. To get started, click on your Profile Icon > Settings > Connections. Navigate to the ServiceNow connection and click Connect.
How does ServiceNow Tickets & Incidents Integration work?
Working from ServiceNow
When your team raises or updates an incident in ServiceNow, the integration automatically keeps the corresponding Workia Ticket in sync. Your mobility teams in Workia always have full visibility of incident status, category, and updates — without needing to access ServiceNow or having to ask for updates.
A new Incident in ServiceNow instantly creates a linked Ticket in Workia.
Any changes to status, category, assignment, or comments are reflected in Workia in real time.
When an Incident is resolved or closed in ServiceNow, the Workia Ticket is updated to match.
Working from Workia
When a team member updates a Ticket in Workia, the integration ensures the corresponding ServiceNow Incident is kept in sync. Your teams in ServiceNow always have an accurate, up-to-date view of progress, without needing to switch tools or chase updates.
Any changes to status, category, owner, or comments are reflected in ServiceNow in real time.
When a Ticket is completed in Workia, the ServiceNow Incident is updated to match.
A Single Source of Truth
Each record in one system is linked to its counterpart in the other. Both teams always see the same information, regardless of where they are working. There is no ambiguity about which system holds the “real” version of a record — they are always the same.
Field Mapping
The table below shows the default field mappings between ServiceNow Incidents and Workia Tickets.
ServiceNow Field | Workia Field | Sync Direction | Notes |
Incident Number | Ticket Reference ID | Both | Stored for cross- |
Short Description | Title | Both | Direct text mapping |
Description | Description | Both | Direct text mapping |
State | Status | Both | Value mapping likely needed |
Assigned To | Owner | Both | Matched by email address |
Caller | Requestor | SNOW → Workia | Matched by email address |
Category / Subcategory | Ticket Type | Both | Value mapping likely needed |
Comments / Work Notes | Comments | Both | Append-only |
Opened | Created Date | SNOW → Workia | Read-only; set on creation |
Attachments | Documents | Both | Append-only |
Due Date | Due Date | Both | Date field |
Closed | Closed Date | Both | Set when status reaches closed |
On-Hold Reason | Comment | SNOW → Workia | Added when incident put in on-hold status. |
Status & Category Mapping
ServiceNow and Workia use different terminology for workflow states and categories/types. The integration includes a configurable value mapping table. Default mappings for status and example mappings for category/subcategory are shown below and can be customized during implementation.
Status Mapping
ServiceNow Incident State | Workia Ticket Status |
New | New |
In Progress | In Progress |
On Hold | On Hold |
Resolved | Resolved |
Closed | Closed |
Cancelled | Cancelled |
Category Mapping (Example)
ServiceNow Category/Subcategory | Workia Ticket Type |
Inquiry / Help | General inquiry |
Payroll | Payroll |
Hiring | Hiring |
Employee Help | Employee Help |
Access Request | Access Request |
Limitations & Considerations
Only tickets with the right category or subcategory will be sent to Workia. This logic is part of the app setup in ServiceNow
Only fields defined in the mapping configuration are synced. Unmapped fields are not touched in either system.
New record creation is only triggered out of ServiceNow. Workia creating incidents is planned for a future version.
Users appearing as assignees must exist in both systems. Workia will create new users if a matching emails is not found.
Record deletion is not propagated by default. Deleting an Incident in ServiceNow will not delete the linked Workia Ticket (and vice versa). This behavior is configurable.
Bulk historical data migration for records created before the integration was activated is a separate engagement not covered by the standard setup.