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ServiceNow Notification

ServiceNow Notification automates ServiceNow ticket creation and updates from Cloudaware by combining a ServiceNow integration, a ServiceNow Notification mapping, and a Salesforce Outbound Message invoked by a record-triggered flow.

info
  • Audience: Cloudaware administrators, ITSM/ServiceNow administrators, and automation teams
  • Outcome: Cloudaware record changes create or update ServiceNow records with mapped Cloudaware context for ticketing, routing, and remediation workflows

Capabilities​

The integration supports:

  • ServiceNow incident, change, or custom table record creation and updates from Cloudaware record state changes
  • JavaScript-based field mapping from Cloudaware records to ServiceNow fields using the out dictionary
  • Salesforce Outbound Message delivery from record-triggered flows to ServiceNow Notification endpoints
  • Ticket workflow automation that keeps ServiceNow records enriched with Cloudaware asset and event context

Prerequisites​

Before you begin, make sure you have:

  • Access to a Cloudaware account.
  • A user with access to the Admin Console and permissions to manage cloud accounts, organizations, and integrations (Cloudaware Administrator).
  • ServiceNow instance URL, for example, https://<instance>.service-now.com.
  • Admin permissions in ServiceNow.
  • A ServiceNow instance added to Cloudaware.
  • ServiceNow credentials or OAuth client with permissions to create or update the target table, for example, incident.
  • Salesforce access to configure Outbound Messages and Flows.
  • Field API names for any Salesforce fields referenced in the notification body. Field API names are available in Setup → Object Manager.

Configure a ServiceNow Notification in Cloudaware​

Use case: Automated incident creation for impaired EC2 instances. When an EC2 instance in external CMDB is reported as impaired, a ServiceNow incident is automatically created. This ensures that infrastructure issues are captured immediately in ITSM workflow without manual intervention.

  1. In Cloudaware, go to Admin.
  2. Find ServiceNow Notification, then click + ADD.
  3. Enter the following values:
    • Name: A display name for the ServiceNow Notification integration.
    • ServiceNow Integration: Select the configured ServiceNow integration from the list.
    • Table: The target ServiceNow table, for example, incident.
    • Body: JavaScript that maps Cloudaware fields to ServiceNow fields (see the example below).
  4. Click Save to generate an endpoint URL.
  5. CCopy and save the endpoint URL.

Body Example​

out = {
  "u_resource_id":    sObject.CA10__instanceId__c,
  "u_source":         "Cloudaware",
  "u_resource_name":  sObject.Name,
  "u_cloud":          "AWS",
  "u_resource_type":  "AWS EC2 Instance",
  "u_description":    "Production EC2 instance is down. Status: "
                      + sObject.CA10__instanceStatus__c
                      + ". Details: "
                      + sObject.CA10__instanceStatusDetails__c,
  "u_cloudaware_url": "https://<your-org>.lightning.force.com/ca10ui/lca.app#details/"
                      + sObject.Id
};
note

The required variable is out, a dictionary of servicenow_field to cloudaware_value. Reference the triggering record using sObject.<fieldApiName>. Field API names are available in Cloudaware from Setup → Object Manager.

Configure a Flow to Create Incidents in ServiceNow​

Create a Cloudaware flow that sends matching events to ServiceNow.

Create an Outbound Message​

Create a Salesforce outbound message that sends the selected record fields to the ServiceNow Notification endpoint URL generated by Cloudaware.

  1. In Cloudaware, go to Setup (under the gear icon).
  2. In the Quick Find bar, search for Process Automation.
  3. Under Workflow Actions, select Outbound Messages → click New Outbound Message.
  4. From the drop-down list, select the object, e.g., AWS EC2 Instance. Click Next.
  5. Configure the outbound message:
    • Name: A descriptive name, e.g., ServiceNow: Impaired EC2 instance.
    • Endpoint URL: The endpoint URL generated by the ServiceNow Notification integration.
    • Selected Fields: Move every field referenced in the notification body from Available Fields to Selected Fields using the arrow buttons, for example, Name, CA10__instanceId__c, CA10__instanceStatus__c, and CA10__instanceStatusDetails__c. The Id field is included by default. Make sure all fields referenced in the notification body are added to the Selected Fields section.
  6. Click Save.

Set Up a Record-Triggered Flow​

Create a record-triggered flow to create or update a ServiceNow record when the source record meets criteria.

  1. Proceed in the Salesforce UI (Cloudaware Setup).
  2. In the Quick Find bar, search for Flows.
  3. Under Process Automation, select Flows, then click New Flow.
  4. Select Record-Triggered Flow. Click Create.
  5. Select the target object, e.g., AWS EC2 Instance.
  6. Configure the trigger:
    • Trigger: A record is updated.
    • Condition: All Conditions Are Met (AND).
      • Status equals Impaired.
    • When to Run the Flow: Only when a record is updated to meet the condition requirements. This ensure that incidents are created only on state change, not on every save.
  7. In the Optimize the Flow for section, select Actions and Related Records.
  8. Enable the Asynchronous Path toggle.
  9. In the asynchronous branch, add an element:
    • Element: Action.
    • Action Type: Outbound Messages.
    • Outbound Message: Select the outbound message created earlier, that is, ServiceNow: Impaired EC2 instance.
  10. Save and activate the flow.

Troubleshooting​

note

ServiceNow record creation depends on the ServiceNow Notification configuration, the Salesforce Outbound Message, and the record-triggered flow.

ServiceNow Record Is Not Created or Updated​

  • Update a Cloudaware record so it transitions into the flow trigger condition, for example, Instance Status becomes Impaired.
  • Confirm that the record-triggered flow is active.
  • Confirm that the outbound message is assigned to the asynchronous path in the flow.
  • Verify that the ServiceNow record, for example, an incident, is created or updated and that the mapped fields match expectations.

Outbound Message Delivery Fails​

  • Confirm that the outbound message endpoint URL matches the URL generated by the ServiceNow Notification integration.
  • Verify that every field referenced in the notification body is included in Selected Fields for the outbound message.
  • Debug the Salesforce flow using Test or Troubleshoot Flows With the Flow Builder Debugger.

ServiceNow Rejects the Request​

  • Confirm that the selected ServiceNow integration is active and has valid credentials.
  • Verify that the ServiceNow user or OAuth client has permission to create or update records in the target table.
  • Check that the JavaScript body maps values to valid ServiceNow field names.
  • Review ServiceNow logs for validation, business rule, or ACL errors.

Still stuck? Contact Cloudaware Support at support@cloudaware.com with the integration name, target ServiceNow table, and a brief description of the issue.

Reconfigure or Remove the Integration​

warning

To change mapping logic or rotate credentials, edit the existing ServiceNow Notification or linked ServiceNow integration instead of deleting and re-creating the notification.

Update the Integration Details​

  1. Go to Admin.
  2. Select ServiceNow Notification.
  3. Select the specific integration.
  4. Open the three-dot menu (⋮), then click Edit.
  5. Update the required fields.
  6. Click Save.

Remove the Integration from Cloudaware​

  1. Go to Admin.
  2. Select ServiceNow Notification.
  3. Select the specific integration.
  4. Open the three-dot menu (⋮), then click Delete.
  5. Confirm the deletion if prompted.

Security Notes​

  • Use a dedicated ServiceNow account or OAuth client with only the permissions required for the target table.
  • Limit JavaScript mappings to the fields needed for ticketing and remediation workflows.
  • Review mapped Cloudaware fields before sending data to ServiceNow, because asset identifiers, status details, URLs, and operational context may be included in the payload.
  • Protect the generated ServiceNow Notification endpoint URL and restrict access to users who manage Cloudaware automation.
  • Review Salesforce Flow and Outbound Message permissions so only approved administrators can change when notifications are sent.
  • Rotate ServiceNow credentials according to your organization's credential management policy.