# ServiceNow ITSM → Workload (REST v1)

> Keep ServiceNow ITSM. Optional bridge to Workload allocations via CSV, IntegrationHub, or REST v1. Not a Marketplace connector.

- HTML: https://www.simpleworkload.com/en/docs/integrations/servicenow
- Markdown: https://www.simpleworkload.com/en/docs/integrations/servicenow.md

Not a Marketplace connector. Not an ITSM write. Optional Table API is read-only (approved change/demand → existing Workload project). Keep incidents, changes, and CMDB in ServiceNow. Put named allocations in Workload using the REST v1 capacity SoR already shipped.

Scopes and paths: docs/openapi/v1.yaml (TeamMembers, Allocations, Timesheet).

## OpenAPI v1 scopes

- `POST /api/v1/team-members` — `team-members:write`
- `GET /api/v1/team-members` — `team-members:read`
- `POST /api/v1/allocations` — `allocations:write`
- `GET /api/v1/allocations` — `allocations:read`
- `GET /api/v1/timesheet-entries` — `timesheet:read`

## Recipe A — CSV (no IntegrationHub)

1. Export people from ServiceNow (sys_user / group): name, email, role.
2. Create members with POST /api/v1/team-members (or the existing Workload CSV import).
3. For an approved change or demand — not an incident — pick the Workload project by hand, then POST /api/v1/allocations with notes = the SN number (CHG0012345).
4. Connect a native timesheet (Tempo / Azure / Toggl / Clockify / CSV). The /dashboard/ops pack proposes variances — a human votes.

## Recipe B — IntegrationHub (REST Message)

Flow Designer example: Change Request moves to closed / approved. REST Message POST member (store u_workload_member_id on sys_user). REST Message POST allocation on a Workload projectId stored on the change (u_workload_project_id, filled by a human — never derived from an incident). Store u_workload_allocation_id to avoid duplicates.

## Do not map

Workload must not become a mini-ITSM.

- **Incident → automatic project.** Duplicates the run queue. Create the project by hand (or from an approved change with a human mapping).
- **CMDB CI → automatic team.** CMDB is not the capacity org. Teams are managed in Workload.
- **Single incident → one allocation.** Allocations are named 8–12 weeks, not a ticket.
- **Workload → ITSM write (Table API / insert incident / CMDB).** Read-only. One-way: SN demand/change → existing Workload project mapping. S8 drafts the pack HITL; apply only after Approuver.
- **Marketplace connector as available.** Does not exist. Opt-in Table API is read-only (change/demand), never ITSM write, never Marketplace.

- [Keep ServiceNow. Put capacity in Workload](/en/servicenow-itsm-capacity)
- [REST API documentation](/en/api-docs)

## Sitemap

- [Markdown sitemap](https://www.simpleworkload.com/sitemap.md)
- [XML sitemap](https://www.simpleworkload.com/sitemap.xml)
- [llms.txt](https://www.simpleworkload.com/llms.txt)
- [llms-full.txt](https://www.simpleworkload.com/llms-full.txt)