ServiceNow integration setup

Blitz Connect lets an organisation connect its existing BlitzDesk tickets to ServiceNow incidents. ServiceNow is optional: you can use BlitzDesk without it.

Current availability

The administrator setup, mapping, encrypted credential runtime, conflict review and sync journal are implemented. Live two-way ServiceNow acceptance is still pending. Outgoing updates remain blocked until revision-protected writes are verified. Do not connect a production instance yet.

Get a test instance

1. Visit the ServiceNow developer portal and create or sign into your own developer account.
2. Request a Personal Developer Instance through the developer portal. Complete any account verification and terms yourself. Availability may depend on the portal's current allocation.
3. Save the HTTPS instance URL, such as https://dev123456.service-now.com. This is the instance URL, not the developer portal URL.
4. Sign into your instance and ask its administrator to create a restricted integration identity with only the incident fields needed by your approved test.
5. Obtain an appropriate bearer access token through that instance's supported authentication setup. Keep the token in your approved secret store. Do not send passwords or tokens in chat.

Configure BlitzDesk

1. Sign into BlitzDesk with your verified organisation administrator account.
2. Open Integrations, then Blitz Connect / ServiceNow.
3. Enter the test instance URL and review status, priority, category and assignment mappings.
4. Save setup, then select Check runtime availability. If the runtime is unavailable, your platform operator must configure its server secrets first.
5. When credential entry becomes available, enter the dedicated integration access token and save it. BlitzDesk encrypts it on the server.
6. Select Test read access. A successful check confirms read access only; it does not verify write permissions or activate automatic synchronisation.

What the platform operator configures

The platform operator manages the server encryption key and key identifier in Supabase Edge Function Secrets. An organisation using hosted BlitzDesk does not need its own Supabase account and must not copy these secrets into its browser.

The webhook additionally requires a platform master secret and an organisation/configuration-specific signing key. Only signed event identifiers are queued. Events can address previously correlated tickets only; they cannot create a customer account, organisation membership or new requester.

Review a test ticket

Prepare one approved, non-sensitive test ticket. Preparation records a waiting job and does not send ticket content. Validate each mapped field and the supported ServiceNow permissions before executing an export.

Once a ticket is correlated, the worker compares the last shared snapshot with current records. Independent edits can merge; conflicting changes require administrator review. A review decision is checked against both current revisions before application. Unknown mappings, stale tickets and invalid assignments are rejected.

Recover uncertain outcomes

An indeterminate job means a write may have succeeded without a usable reply. Inspect the incident and its correlation before retrying. Do not create another incident blindly. Automatic replay is prohibited after uncertain writes; operator reconciliation remains required.

Completion checks

Before enabling production, verify an export, an incoming edit, a revision-protected outgoing edit, a same-field conflict, an expired/replayed webhook, a revoked integration identity and a lost-write reply on the chosen instance. Test scheduled processing and credential rotation as well. A read-access check alone is insufficient.