Overview
After configuring ServiceNow, the next step is to configure Customer Mappings, where you map your customer accounts with ServiceNow companies.
This article provides detailed instructions to configure the Customer Mappings from the Managed Service Centre (MSC) console.
Before you begin
Ensure you have configured ServiceNow on your MSC console. For more information, see Introduction to ServiceNow Integration.
ServiceNow Prerequisites
The MSP Admin has already created companies in ServiceNow.
At least one company is available in ServiceNow.
The ServiceNow instance has OAuth 2.0 authentication configured.
MSP administrators must ensure that basic ticket creation is working for the selected company in ServiceNow before configuring it for integration.
Map Customer Accounts with ServiceNow Company
To map customer accounts with ServiceNow companies-
In the Managed Service Centre (MSC) Console, go to Settings > Integrations.
In the Integrations window, select ServiceNow to open the ServiceNow configuration page.
On the ServiceNow configuration page, click Manage Customer Mapping. The Manage Customer Mappings window will display all available customer accounts for mapping.
Choose the Account Name you want to map. From the dropdown list, select the corresponding ServiceNow Company, then click Save.
Note:
1. Customer accounts and ServiceNow companies follow a one-to-one mapping. A ServiceNow company can only be mapped to a single customer account.
2. Customer listing in ServiceNow is restricted to US0 customers. Ticket support per product is structured as follows:
MSP: All US0 customers
Cyber Resilience, Enterprise Workloads, SaaS Apps, and Endpoints: US0 managed customers only
2. Once the customer account is mapped with the ServiceNow Company, you can see the details under the Customer Mappings tab on the Integrations page.
Note:
Allow up to 6 hours for new customer accounts to appear in the Manage Customer Mapping interface after they are created.
To maintain accurate synchronization, the system automatically audits soft-deleted items twice a day. Please note that it can take up to 24 hours for these status changes to be fully reflected in the console.
Edit Customer Mapping
To edit an existing customer mapping-
Go to Settings > Integrations.
Select ServiceNow and click Manage Customer Mapping.
In the Manage Customer Mappings window, find the mapping you want to edit.
Select a different ServiceNow Company from the dropdown.
Click Save.
Remove Customer Mapping
To remove a customer mapping-
Go to Settings > Integrations.
Select ServiceNow and click Manage Customer Mapping.
In the Manage Customer Mappings window, find the mapping you want to remove.
Uncheck the box to the mapping.
Click Save.
đ Note: Removing a customer mapping does not remove the configuration. You can remap the customer account to a different ServiceNow company at any time.
Verification
After mapping customer accounts, you can verify the configuration:
Go to Settings > Integrations.
Select ServiceNow.
The Customer Mappings section displays the total number of mapped accounts.
Click on the mapping count to view all active mappings.
Troubleshooting
If you encounter issues with customer mapping:
ServiceNow companies not appearing in dropdown: Verify that companies exist in your ServiceNow instance and that you have the necessary permissions to read company records.
Mapping save fails: Ensure that the ServiceNow company is not already mapped to another MSP customer account (one-to-one mapping restriction).
Company field missing in ServiceNow incidents: Ensure that the customer account is properly mapped before alerts are triggered.
Letâs start with ServiceNow ticketing configuration.