ServiceNow Integration

OpenFactory Enterprise can connect to ServiceNow so image builds, approvals, deployment records, and incidents fit into your existing IT service-management workflow.

What It Enables

Workflow	Description
Change requests	Create or link change requests for controlled image builds and deployments
Approval gates	Require approval before selected builds or deployments continue
Incident creation	Open incidents when configured verification or deployment steps fail
CMDB updates	Record deployed images, target systems, and artifact metadata where enabled
Audit evidence	Keep build status, test results, and approval references together

Requirements

OpenFactory Enterprise
A ServiceNow instance
A ServiceNow application credential approved by your administrator
Network access from OpenFactory to the ServiceNow API
Agreed change, incident, and CMDB mapping rules

Setup

Create an application credential in ServiceNow for OpenFactory.
Sign in to the OpenFactory console as an administrator.
Open Settings → Integrations → ServiceNow.
Enter the instance URL and credential values.
Run Test Connection.
Choose which workflows should create change requests, incidents, or CMDB updates.

OpenFactory stores integration credentials securely and never displays saved secrets after configuration.

Change Approval Flow


Build requested
  -> OpenFactory creates or links a ServiceNow change request
  -> Approver reviews the change in ServiceNow
  -> OpenFactory continues, pauses, or cancels based on the configured policy
  -> Build and test evidence are attached or linked for audit review

Incident Flow

OpenFactory can create an incident when configured events occur, such as:

Build failure
Required verification failure
Deployment failure
Integration delivery failure

Each incident can include the affected build, environment, artifact, test summary, and recommended next action.

CMDB Flow

When CMDB updates are enabled, OpenFactory can record the relationship between a built image and the virtual or physical systems that receive it. The exact fields are configured during Enterprise onboarding to match your CMDB model.

Security

Use a dedicated ServiceNow application credential.
Scope the credential to the tables and actions required for your workflow.
Rotate credentials according to your security policy.
Confirm that outbound API access is allowed only to your ServiceNow instance.
Review audit logs after enabling approval gates.

Troubleshooting

Symptom	Check
Connection test fails	Instance URL, credential status, network policy, and ServiceNow API availability
Change request not created	Workflow enablement, table permissions, and required field mappings
Approval not detected	Approval policy, change state mapping, and integration delivery logs
Incident missing context	Field mapping and artifact retention policy

Contact sales@openfactory.tech for Enterprise onboarding and ServiceNow workflow design.