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Configure ServiceNow change records as a change source

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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.

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.

Fields captured​

Each change record is ingested with the following fields:

FieldNotes
numberChange record number
stateCurrent state
cmdb_ciConfiguration item
business_serviceAffected business service
riskRisk rating
impactImpact rating
typeChange type
start_date / end_datePlanned change window
assignment_groupOwning group
implementation_planFirst-class field
backout_planCaptured in a catch-all custom fields structure, not as a filterable field
test_planCaptured in a catch-all custom fields structure, not as a filterable field

Verify change ingestion​

  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 review how ServiceNow changes surface during incidents.

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.

Next steps​