This article covers connecting ServiceNow, mapping your fields, and creating your first ticket.
Before you start
You'll need admin access in Nudge Security to set up the connection.
You'll need your ServiceNow instance URL
You'll need a ServiceNow account with permission to create records in the table you plan to use.
One ServiceNow connection is supported per Nudge instance.
Instances that aren't reachable at a public instance URL—on-prem or MID Server–only setups—aren't supported.
Connect ServiceNow
Go to Settings > Ticketing
Select Connect ServiceNow.
Enter your ServiceNow instance URL.
Authorize Nudge to access your instance.
Once authorized, the connection status shows as Connected in both the Ticketing settings and the Connected App view. You can return here anytime to confirm the connection is healthy.
If the status ever shows Disconnected, reconnect from this same screen.
You can connect Jira and ServiceNow at the same time. Nudge keeps the two connections separate, so you choose the destination each time you create a ticket.
Map your fields
After connecting, set the default field mapping that Nudge uses when creating tickets. You'll find this under Settings > Ticketing > ServiceNow.
Create a ServiceNow ticket from a finding
Open a finding and go to the Fix tab.
Select Create ticket, then choose ServiceNow. If ServiceNow is your only connected ticketing system, you'll go straight to the form.
Review the pre-filled form. The Short description, Description, and your default fields are already populated.
Adjust anything you need for this ticket including Table, Urgency, Assigned to, Assignment group, and Caller.
Select Create.
The new ticket's description includes a link back to the finding in Nudge, so anyone working it in ServiceNow can jump straight to the source.
If the finding has a Resolution Owner in Nudge, that person is pre-populated as the ServiceNow Assigned to, as long as their email matches a ServiceNow user.
Not connected yet? The Create ticket option still appears in the Fix tab. Selecting it opens the connector setup inline so you can connect without leaving the finding.
Track the linked ticket
Once a ticket is created, Nudge keeps the two systems linked:
Nudge stores the ServiceNow ticket number and URL (for example, INC0012345).
The finding Timeline logs a "ServiceNow ticket created" event with an inline link to the ticket and a timestamp.
The Create ticket button is replaced with a reference to the linked ticket, so you won't accidentally open a second ticket for the same finding.
Auto-close on resolution
When a finding is resolved in Nudge, the linked ServiceNow ticket moves to the state you mapped during setup and gets a work note noting the resolution—the finding name, date, and a link back to Nudge.
The Timeline logs the close as well, so you can see the full history in one place.
If the same finding re-emerges later, Nudge creates a new ServiceNow ticket. The original ticket stays closed as a historical record.