Step 3—Configuring Additional Mapping
Once you map your fields, you can configure additional mapping for specific use cases as discussed in the Additional Mapping or Common Mapping Use Cases guide.
Some of the Additional Mapping features may not be available for the tools you integrate. See Matrix of Agility Connect Features Supported for Integrating Digital.ai Agility with Other Tools for more information.
Here are a few ServiceNow-specific use cases
One of the primary use cases for ServiceNow is the support desk module, which is used to report, track and resolve customer problems using your software. And often, the resolution requires a software fix from the developers.
If you’re part of the support desk team or a developer, you have surely experienced the frustration of wasting too much time duplicating information from ServiceNow tickets into tools like Digital.ai Agility, where product managers plan and developers do the work using Digital.ai Agility.
Teams tend to waste a lot of time “swivel-chairing” between systems, trying to keep records up-to-date in two places and sending emails and chat messages to follow up on details and statuses. And since records in different tools are maintained manually, they’re more prone to error.
This can all be solved through integration, which is why connecting ServiceNow and the developers’ Agile planning tools is by far the most popular integration use case Agility Connect sees.
Related concepts
Agility servicenow integration
Related tasks
Create a snow mapping - Tutorial
Step-1 - Configur integration snow
Step-2 - Create field mapping snow
Step-4 - Preview and Integrate snow