Xurrent IMR is a ServiceNow scoped application that enables seamless
bi-directional incident synchronization between ServiceNow and
Xurrent IMR (powered by Zenduty).
Incidents created in ServiceNow are automatically reflected in
Xurrent IMR and vice versa, eliminating manual handoffs and keeping
your ITSM and on-call teams in sync in real time.
Key Features:
- Bi-directional incident sync between ServiceNow and Xurrent IMR
- Configurable trigger sources: IMR → SNOW, SNOW → IMR, or fully
bi-directional
- Real-time status and urgency mapping between both platforms
- Work notes synchronization across ServiceNow and Xurrent IMR
- Automatic priority provisioning from ServiceNow to Xurrent IMR
- Flexible service-to-entity mapping (Configuration Item,
Assignment Group, or Service Offering)
- OAuth 2.0 secured inbound API authentication
- Custom Xurrent IMR Incident field on the ServiceNow Incident form
showing the linked Xurrent IMR incident URL
Requirements:
- Active Xurrent IMR (Zenduty) account with Admin permissions
- ServiceNow ITSM (Washington DC, Xanadu, Yokohama, or Zurich)
- OAuth Client Credentials grant type enabled
Support: support@xurrent.com
Documentation: https://zenduty.com/docs/servicenow-v2-two-way-integration/
- Bi-directional incident sync between ServiceNow and Xurrent IMR
- Configurable trigger sources: IMR → SNOW, SNOW → IMR, or fully bi-directional
- Real-time status and urgency mapping between both platforms
- Work notes synchronization across ServiceNow and Xurrent IMR
- Automatic priority provisioning from ServiceNow to Xurrent IMR
- Flexible service-to-entity mapping (Configuration Item, Assignment Group, Service Offering)
- OAuth 2.0 secured inbound API with dedicated integration user support
- Custom field on Incident form showing linked Xurrent IMR incident URL
Version 1.0.0 — Initial Release
- First release of the Xurrent IMR ServiceNow Bi-Directional Integration
- Supports bi-directional incident synchronization between ServiceNow and Xurrent IMR
- Configurable trigger source: IMR → SNOW, SNOW → IMR, or bi-directional
- Status mapping, urgency mapping, and priority provisioning support
- Work notes sync between both platforms
- OAuth 2.0 authentication for all inbound API calls
- Compatible with ServiceNow Xanadu, Yokohama, and Zurich releases
ServiceNow Products Required:
- IT Service Management (ITSM) — Required for Incident Management
System Properties Required:
- glide.oauth.inbound.client.credential.grant_type.enabled = true
Other Requirements:
External Account Required:
- Active Xurrent IMR account with Account Owner or Admin permissions