2
1.0.2
Australia, Zurich, Yokohama, Xanadu
Standalone Application
Automates bidirectional incident management between Ciroos and ServiceNow. Creates incidents from Ciroos alerts with configurable mandatory fields, default values, and flexible assignment routing. Syncs updates, resolutions, and work notes back to Ciroos in real time. Includes guided setup wizard, configuration console, and built-in loop prevention — all customizable per instance.
Ciroos Integrations connects ServiceNow with the Ciroos AI operations platform, enabling automated incident management and knowledge article synchronization — all configurable through a guided setup wizard with zero scripting required by the customer.
Incident Integration:
- Bidirectional incident sync — Ciroos alerts automatically create ServiceNow incidents with configurable mandatory fields, default values, and flexible assignment routing (auto-assignment via CI relationships or static group).
- Real-time outbound updates — state changes, priority shifts, work notes, resolution notes, and journal entries are pushed back to Ciroos as they happen, driven by configurable watch fields and trigger conditions.
- Loop prevention — built-in session flag mechanism ensures updates originating from Ciroos do not echo back, eliminating infinite update loops without complex Business Rule conditions.
- Guided 4-step setup wizard — Connection, Incident Creation Configuration, Incident Update Configuration, and Review & Sync — walks admins through the entire setup with field pickers, strategy selectors, and condition builders.
- Dashboard overview — after initial setup, a card-based dashboard shows connection health, mandatory field summary, watch field summary, and trigger conditions at a glance, with one-click access to edit any section.
Ciroos Integrations v1.1.0 — Initial Release
Incident Integration:
- Automated incident creation from Ciroos alerts with configurable mandatory fields and default values.
- Dual assignment strategy: auto-assignment (CI-based routing) or static assignment group.
- Outbound update sync with selectable watch fields (state, priority, work notes, comments, resolution notes, and more) and optional trigger conditions with AND/OR logic.
- Custom field support — add any incident table field to mandatory or watch field lists beyond the built-in defaults.
- Inbound Scripted REST API for Ciroos to push incident create, update, and journal entry events.
- Async Business Rules with session-flag loop prevention for bidirectional sync.
- 4-step guided setup wizard with dashboard overview for post-configuration management.
- One-click connection verification and Save & Sync to push field metadata to the Ciroos platform.
ServiceNow Platform:
- ServiceNow Vancouver release or later (Washington DC, Xanadu also supported).
- ITSM plugin (com.snc.incident) activated — required for incident table and related components.
Instance Configuration:
- A dedicated service account with the following roles:
- itil (for incident create/read/update operations)
- knowledge (for kb_knowledge read access)
- x_ciroo_ciroos_i_0.ciroos_integration_user (app-specific role, included in the scoped app)
- Outbound REST access enabled — the instance must be able to make HTTPS POST requests to the Ciroos platform URL (typically https://app.ciroos.io). If a MID Server or proxy is required for outbound calls, it must be configured prior to installation.
- Inbound REST access — the Ciroos platform must be able to reach the instance's Scripted REST API endpoints via HTTPS. If the instance is behind a firewall, the Ciroos IP ranges must be allowlisted.
Ciroos Platform:
- Active Ciroos subscription with API access enabled.
- API token generated from the Ciroos platform under Settings → Integrations → ServiceNow → Generate Token. Each token is unique per ServiceNow instance and contains organization and tool instance claims.
Browser:
- Any browser supported by the ServiceNow platform (Chrome, Firefox, Edge, Safari).
- JavaScript must be enabled for the configuration console UI Pages.
Any browser supported by the ServiceNow platform (Chrome, Firefox, Edge, Safari).- JavaScript must be enabled for the configuration console UI Pages.