Configure ServiceNow change records as a change source

Change records are ingested automatically once a connector exists, with no separate setup

ServiceNow change records are ingested automatically as a change source. Once a Harness ServiceNow connector exists, the RCA Change Agent correlates change records with active incidents. No separate ingestion setup is required.

Before you begin

• A ServiceNow connector: A Harness ServiceNow connector configured in your organization, typically the one used for pipeline approvals. Go to Connect to ServiceNow to create one.

• Read access: The connector must have read access to the change_request table in ServiceNow.

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How ServiceNow change ingestion works

Ingestion is provisioned automatically when a ServiceNow connector is saved. You do not configure a webhook, and you do not create an ingestion job by hand.

• Trigger: Saving a ServiceNow connector provisions the ingestion automatically.

• Mechanism: AI SRE polls the ServiceNow Table API for change records. This is a scheduled poll, not a webhook.

• Frequency: The poll runs every 5 minutes.

• Backfill: On first activation, the job retrieves change records from the previous 90 days, then syncs incrementally using sys_updated_on checkpointing.

• Authentication: Basic authentication through the ServiceNow connector.

DOCUMENT THE CONNECTOR, NOT A BUTTON

Ingestion provisions when the connector is saved. Do not rely on a manual "New ServiceNow Ingestion" action to enable it.

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Fields captured

Each change record is ingested with the following fields:

Field	Notes
number	Change record number
state	Current state
cmdb_ci	Configuration item
business_service	Affected business service
risk	Risk rating
impact	Impact rating
type	Change type
start_date / end_date	Planned change window
assignment_group	Owning group
implementation_plan	First-class field
backout_plan	Captured in a catch-all custom fields structure, not as a filterable field
test_plan	Captured in a catch-all custom fields structure, not as a filterable field

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Verify change ingestion

Confirm ServiceNow change records reach AI SRE and surface during incidents:

1. Confirm a ServiceNow connector exists and is saved in your organization.

2. Open an incident and review the RCA Change Agent theories panel.

3. Confirm ServiceNow change records appear alongside deployments and pull requests as candidate root causes.

Go to RCA Change Agent to understand how ServiceNow changes surface during incidents.

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Troubleshooting

ServiceNow change records not appearing in the RCA Change Agent

Confirm a ServiceNow connector is saved in your organization and that the connector has read access to the change_request table. Ingestion provisions automatically when the connector is saved, and the poll runs every 5 minutes.

ServiceNow backout plan or test plan fields are not filterable

This is expected. The backout_plan and test_plan fields are captured in a catch-all custom fields structure rather than as first-class, filterable fields. The implementation_plan field is captured as a first-class field.

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Next steps

• Go to RCA Change Agent to understand how ServiceNow changes are correlated with incidents.

• Go to Deploy Change Investigator to set up build, deploy, and pull request correlation.