ServiceNow Airdrop

DevRev's ServiceNow import allows you to perform a sync from ServiceNow to DevRev. The ServiceNow Airdrop focuses on ITSM and CSM products of ServiceNow.

Supported objects

The following is a list of ServiceNow objects and their corresponding DevRev equivalent.

To ease the transition from ServiceNow ITSM/CSM to DevRev, you can choose to import your ServiceNow data into DevRev. The import is a 1-time bulk import of your ServiceNow data into DevRev. Once this import is complete, several options are made available for that project.

For best results, imports should be done using an administrator account on the external source. This ensures all necessary permissions are available to complete the import successfully.

To import from ServiceNow, navigate to Settings > Imports then select Start Import or Import. From there, create a new connection to a ServiceNow site or use an existing connection if you already have one. Once the connection is established, you can start the import. At this point, you are prompted to configure how to import your ServiceNow data.

Historical imports

You can view currently running and previous imports from any source, including ServiceNow, by navigating to Settings > Imports > Past Imports.

Sync from ServiceNow to DevRev

After a successful import from a ServiceNow account, you can choose to sync the imported data with DevRev. This feature imports any new items and any changes made to previously imported items from ServiceNow.

To perform a one-time sync to DevRev, follow these steps:

1. Go to Settings > Imports.
2. Locate the previously imported project.
3. Select ⇆ > ⇾ From ServiceNow to DevRev.

This may override fields in previously imported items, even if they were modified in DevRev.

Sync from DevRev to ServiceNow

After a successful import from a ServiceNow account, you can sync changes made in DevRev to the previously imported cases back to ServiceNow. Additionally, any new DevRev tickets marked for sync is created as new ServiceNow item.

To perform a one-time sync to ServiceNow, follow these steps:

1. Go to Settings > Imports.
2. Locate the previously imported project.
3. Select ⇆ > ⇾ From DevRev to ServiceNow.

This may override fields in ServiceNow of previously imported items, even if they were modified in ServiceNow.

Mark a DevRev ticket for syncing

Using the Sync to ServiceNow feature, it's possible to sync new DevRev tickets to ServiceNow. In order to sync a DevRev ticket to a specific ServiceNow type, it must be marked for syncing. During ticket creation, select the dropdown for the Type, set it to a ServiceNow type the ticket should be synced to. The format is as follows: ServiceNow / {_case_ | _task_ | _incident_ | _problem_}.

For example, if you want to sync a new case to a ServiceNow account, this would show as ServiceNow / case.

After a DevRev work item has been marked for syncing, it's created in the specified ServiceNow account the next time the Sync from DevRev to ServiceNow runs. This can be triggered manually or automatically through a Periodic Sync. Future syncs keeps this item updated on both sides after it has been created in ServiceNow.

Periodic sync

DevRev highly recommends creating a new dedicated ServiceNow account when setting up an ongoing 2-way sync.

Use a dedicated ServiceNow account to create the ServiceNow connection and set up the import. This prevents any individual ServiceNow user from receiving too many ServiceNow notifications.

After successfully importing from a ServiceNow account, you have the option to enable a periodic sync. This allows for automatic synchronization between ServiceNow and DevRev on a regular basis. By default, the sync occurs once an hour. The sync can be configured to be Sync to DevRev, Sync to ServiceNow, or both.

To enable a periodic sync, follow these steps:

1. Go to Settings > Imports.
2. Locate the previously imported project.
3. Select ⇆ > Start Periodic Sync.

To disable a periodic sync, follow these steps:

1. Go to Settings > Imports.
2. Locate the previously imported project.
3. Select ⇆ > Stop Periodic Sync.

Delete import

This deletes any content created by the import, including accounts, users, works, and parts. Users not created by the import but created under an Airdrop account will also be deleted as part of the account deletion.

An import and all the content it creates can be deleted from DevRev. This can be useful when running POCs or to change the recipe used during the import. Once an import has been deleted, all the content it created gets deleted, even if they were modified in DevRev. It's possible to import the project again after its deletion.

To delete and import all the content it created, go to Settings > Imports > Past Imports, find the previously imported project, and select ⇆ > Delete Import.