For both inbound and outbound messages, field maps are essential. They define how fields from the Service Provider correspond to fields in your ServiceNow instance.

Mapping Options

  • Exclude in mapping
    When checked, the Integration App will validate the field but exclude its output value from the payload.

  • Unique Identifier
    Marks this field as the unique identifier from the Service Provider. Its value will be stored in the External IDs table and used to determine whether to create a new record or update an existing one.

  • Always include in payload
    Ensures the field is always included in the payload, even if its value hasn’t changed.

  • Include empty values in payload
    Includes the field in the payload even if its value is empty.

  • Replace null value with %empty%
    Replaces null values with %empty% to accommodate Service Providers that cannot handle null.

Field (ServiceNow Side)

  • Use script
    Use a script to dynamically determine the field’s value.

  • Field
    Select the field from your ServiceNow instance that you want to map.

  • Output Value
    Choose whether to use the database value or the display value in the payload.

External Field (Service Provider Side)

  • Use script
    Use a script to dynamically set the value of the external field.

  • External field name
    Specify the name of the field at the Service Provider.

JSON Options

  • Use JSON datatype
    Use actual data types in the payload (e.g., null instead of "null", 1 instead of "1").

  • JSON encode output string
    Encodes each string value as valid JSON. Cannot be used if No escape is selected.

  • No escape
    Select this to not escape all string values. This is useful if you want to add objects or more advanced output into the payload. Cannot be used if JSON encode output string is selected.