How to Integrate ServiceNow with ShadowMap for Automatic Ticketing via Email

ShadowMap supports integration with ServiceNow through its Email Intake feature, enabling automatic ticket creation from ShadowMap alerts without requiring API setup. This is a simple, reliable way to centralize alert management directly in your ITSM workflow.

Step 1: Navigate to the Integration Panel

1. Log in to your ShadowMap dashboard.

2. Go to Alerts & Integrations → Integrations.

3. Click on ServiceNow ITSM to open the integration setup screen.

Step 2: Fill in the Integration Details

You will need to provide the following fields:

• Name of Account
  A custom label to identify the integration (e.g., ServiceNow – APAC).

• ServiceNow Email
  The dedicated email address from your ServiceNow instance for incident intake (e.g., alerts@yourcompany.service-now.com).

• Customer ID
  Provided during onboarding or by your ShadowMap account manager.

• PIN
  A secure key used to validate the integration. This will be shared with you by the ShadowMap team.

Once done, click Save Integration.

Step 3: Configure Email Intake in ServiceNow

Ensure that your ServiceNow instance is configured to create incidents from incoming emails. This is typically managed via Inbound Email Actions.

Helpful documentation:

• ServiceNow: Email Inbound Actions

• ServiceNow: Incident Creation via Email

Step 4: Configure Alert Routing in ShadowMap

You can control which types of alerts are sent to ServiceNow using SLA rules:

1. Navigate to Alerts & Integrations → Alerts & SLA.

2. Create or edit rules based on severity, asset tags, categories, etc.

3. Select your ServiceNow Email Integration as the destination for alert delivery.

This ensures that only high-priority and relevant alerts generate tickets in your ServiceNow instance.

Step 5: Test and Confirm

Once everything is set up:

• Trigger a test alert or wait for a real alert that meets your SLA rule.

• Verify that the alert reaches your ServiceNow instance and is converted into a ticket.

If the ticket is not created, double-check:

• Email address correctness

• ServiceNow’s inbound email setup

• Firewall or filtering policies

Still need help? Contact support@shadowmap.com