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 > Integrations > 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.

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 > Integrations > 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 > Integrations > 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, open the dropdown Select Subtype, set it to a ServiceNow type the ticket should be synced to. The format is as follows: ServiceNow / {type}.

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.

Historical imports

To view currently running and previous imports from various sources, do the following:

1. Go to Settings > Integrations > Imports.
2. Select the import you want to view.
3. Click on the context menu (⋮) and select View Report.

Periodic sync

After successfully importing to DevRev, you have the option to enable a periodic sync. This allows for automatic synchronization with DevRev on a regular basis. By default, the sync occurs once an hour.

To configure periodic sync, follow these steps:

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

The Enable automations for synced items setting is optional and can be activated during periodic sync configuration. When enabled, newly created or updated items trigger events, which can initiate webhooks, notifications, Snap-ins, and other processes, as if the events originated directly in DevRev.

If this setting is disabled, updates will not trigger any event-driven processes. This behavior applies only to periodic syncs; no events are triggered during a first-time import or manual sync to or from DevRev.

Delete import

This deletes any content created by the import, including users and works.

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 an import and all the content it created, go to Settings > Integrations > Imports, find the previously imported project, and select ⋮ > Delete Import.