When a site or device SmartTile monitors goes down, an incident appears in your ServiceNow instance — one per site, carrying the SmartChoice ticket number — and it is resolved when the device comes back, by the rule you set.
/api/now/table/incident, sys_journal_field, cmdb_ci, sys_user_group, sys_user, sys_choice), signed in as a service account with OAuth 2.0 (refresh token) or Basic auth.Your service desk lives in ServiceNow; your network alerts live somewhere else, and an analyst spends the gap re-typing one into the other. ServiceAutomate connects SmartTile to your instance — per company, with your own service account — so a confirmed outage becomes an incident your assignment rules already know how to route, and a recovery resolves it.
| The moment | Today | With ServiceAutomate |
|---|---|---|
| A site goes down | An alert e-mail; someone logs an incident by hand and hunts for the device and site. | An incident opens by itself once the device has been down past its open delay (15 min platform default, per device), with the SmartChoice Rev.io ticket number in the short description and body. |
| The whole site drops | Twelve devices, twelve incidents. | The second device at the same location joins the open incident instead of opening another. |
| It comes back | Someone notices and resolves it — or it ages in the queue. | State 6 – Resolved, close code Solved (Permanently) and a close note — on restore, after it has been stable N minutes, or never, per your ticket policy. |
| Who's working it? | Two systems, two stories. | Human comments and work notes on the incident are read back (from sys_journal_field) and carried to the SmartChoice ticket, marked so each is carried once. |
| Is the link healthy? | You find out when an incident fails to open. | Test Connection reads the incident table; Fire Test Incident opens a [TEST] incident and resolves it seconds later. |
https://yourco.service-now.com), choose OAuth 2.0 (client id, secret, refresh token, token path — /oauth_token.do by default) or Basic Auth, then Test Connection.sys_id, so a renamed group still routes.| Setting | What it does |
|---|---|
| Assignment group | Routes the incident (sys_id preferred over name). |
| Caller | Who the incident is raised as — a service account is best. |
| Category / subcategory | From your instance's sys_choice values. |
| Impact × Urgency | 1 High · 2 Medium · 3 Low — ServiceNow derives Priority. |
| Link CMDB CI | Looks up cmdb_ci by device name, then IP; no match = no link, never a failure. |
| Use work notes | Opening note goes in as an internal work note instead of a customer-visible comment. |
| Carrier reference | Prefixes the carrier ticket number to the description when SmartTile has one. |
Short description, description and an opening comment, with the SmartChoice Rev.io reference. Opened after the open delay, one per location — later devices at the site join it. A repeat outage follows your anti-flood policy.
Threshold-breach incidents, the Test Fire and the Lab go through the full adapter: assignment group, caller, category, subcategory, impact, urgency, CMDB CI link and the carrier ticket number.
On recovery each open incident is PATCHed to state 6 with Solved (Permanently) and a close note saying why (restored, or stable for N minutes). If ServiceNow refuses, SmartTile keeps it open locally rather than pretend.
The note sync reads the incident's comments and work notes every 5 minutes, carries each new human one to the linked SmartChoice ticket, and posts SmartChoice's human journals to the incident as Additional comments, marked [SmartTile ↔ …].
/oauth_token.doRefresh the OAuth access token (path configurable)/api/now/table/incident?sysparm_limit=1Test Connection/api/now/table/sys_user_groupDiscover active assignment groups/api/now/table/sys_userDiscover active users (caller)/api/now/table/sys_choiceIncident categories + subcategories/api/now/table/cmdb_ciFind the CI by name, then IP (only if enabled)/api/now/table/incidentOpen the incident/api/now/table/incident?number=INC…Look up the sys_id from the INC number/api/now/table/incident/{sys_id}Add a comment, or resolve (state 6)/api/now/table/sys_journal_fieldRead comments + work notes backEach company connects its own ServiceNow row. Only that company's admins (or a super admin) can read or change it; a test against a new URL must bring its own credentials.
Password, client secret, refresh and access tokens are encrypted at rest (AES-256-GCM) and returned masked. Refreshed access tokens are re-encrypted.
Enabled on the ServiceNow card turns the whole connection on or off, instantly. The ticket policy decides open delay and auto-close per company.
Incidents opened and closed, and every note carried in, are rows in the Automation Audit Ledger, scoped to the viewer's companies. The ServiceAutomate Lab runs create → note → read-back → resolve on your instance.
| Objection | Answer |
|---|---|
| “Our assignment rules already route incidents.” | Leave group and caller blank and your rules decide; or pick them from your own groups, stored by sys_id. |
| “We don't want monitoring noise in the queue.” | The open delay (per device), one incident per site, and resolve-on-restore by your ticket policy. |
| “We don't want a named person's password in a vendor tool.” | Use a dedicated integration account with the itil role — or OAuth with a refresh token. Nothing is shown again in the clear. |
| “Our CMDB is messy.” | CI linking is a toggle; a missing or ambiguous match just leaves the incident unlinked. |