ServiceNow Incident Workflow
Route Basirah work items to ServiceNow incidents with bidirectional sync.
Connect ServiceNow so that dispatched work items create incidents automatically and status changes flow in both directions.
Create a ServiceNow integration user
In ServiceNow, create a dedicated service account for Basirah with permissions to create and update incidents. This keeps Basirah’s activity auditable and separate from human user actions.
Add the ServiceNow integration
In Basirah, add a ServiceNow connection. Provide the instance URL, authentication credentials, and the table name for incident creation (defaults to the standard incident table).
Configure field mapping
Map Basirah severity levels to ServiceNow priority values so incidents are created with the correct urgency. You can also configure which ServiceNow fields are populated from work item data.
Enable bidirectional sync
With bidirectional sync, status changes in ServiceNow flow back to Basirah. When an incident is resolved in ServiceNow, the linked work item moves to pending verification automatically.
Test the workflow
Create a test work item and dispatch it to ServiceNow. Verify the incident appears with the correct priority and fields, then resolve it in ServiceNow and confirm the status change reaches Basirah.