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ServiceNow to Rally Installation and Configuration

The ServiceNow Rally Integration allows for replication of ServiceNow Incidents, Problems, and Demand to Rally Defects, Features, and User Stories.

Some example ServiceNow to Rally Integrations:

ServiceNow Table Rally Issue Type
Incident Defect
Problem Feature
Demand User Story

Rally Installation and Configuration

1. Adding custom fields


The Defects field only needs one custom field for ExternalID like this:

User Stories and Features

Integration for Rally User Stories and Features need the following custom fields to be created: ExternalID, Priority, Assigned To, ServiceNowID, and Opened By.

To create these fields click the settings button in the top right corner.

Then select the “Workspace and Projects” option on the top menu. Next click your desired workspace.

Click the Projects option on the far left menu to view a list of all your projects. Select your desired project and click the Fields option on the far left menu to view a list of all the fields in that project.

Then use the dropdown to select type User Story or Feature and use the “+ New Field” button.

Note for fields like Assigned To and Opened By the Name needs to use an underscore for the space. For example:

For the Priority the configuration should be a Drop Down List with the options “1”, “2, “3” and “4” like this:

2. Create a dedicated Perspectium User

Click the settings button in the top right corner. Then click the ”+ Add New“ button. Make a dedicated Perspectium Integration user with Workspace Administrator permissions.

This user should not be a user account that a person would use to interactively log into Rally through the browser and create or update records.

3. Create an API key

Create an API key, which you can create here.

ServiceNow Installation and Configuration

MBS Provisioning

As part of provisioning MBS for this integration, Perspectium will work with you to configure mappings between our Common Documents and Rally's different issue types. That is, we will work with you to map fields so the proper values from ServiceNow map to the appropriate fields and values in Rally, using our default mappings as a starting point. Please contact for more information.

Update Sets

To begin integrating SIAM for Rally into your ServiceNow instance you must first install the Perspectium update sets. For the latest update sets, visit the Update Set Releases page and request the download links from For more information on installing or updating the update sets, visit the first time install or updating pages.

The update sets should be installed in this order:

  1. Perspectium for ServiceNow update set
  2. Perspectium Common Endpoint
  3. Perspectium Common Document to integrate (i.e. Common Incident, Common Change, etc.)
  4. Perspectium SIAM for Rally update set

Once the SIAM for Rally update set has been installed the Perspectium app in the ServiceNow menu will show the Rally SIAM Integration tab:

Shared Queue

In order for ServiceNow to communicate with Rally properly through MBS, create a shared queue with the name Enter the Endpoint URL, Queue User Password and Queue User (Queue user should be in the format <vhost>/<username>) as has been provisioned and provided by Perspectium.

Once the shared queue has been created, select the Shared Queue module under the Rally SIAM Integration tab to see this queue and its configuration.

Note: This shared queue needs to be created and configured before moving on to the Creating a Webhook step.

Creating a Webhook

Select the Configuration module under the Rally Siam Integration tab. Create a new record to see a form like this:

  1. Add a Name which will be used to name the Rally Webhook. This can be anything you would like.
  2. Add the Integration User from Step 2 of the Rally Configuration above.
  3. Add the Integration Password from Step 2 of the Rally Configuration above.
  4. The Project dropdown list will be empty the first time you configure a webhook so click the “Submit” button
  5. Now click on the newly created record to edit, and select the “Reload Projects” button
  6. Choose your project from the dropdown and click the “Update” button
  7. Click the “Create Webhook” button

In v3.19.0 the “Create Webhook” button will create a webhook for all available object types (currently Defects, Features, and User Stories), thus the Object Type dropdown is no longer needed.

Table Maps

The Common Document update set you install will include both an inbound table map and an outbound table map. The inbound table map can be left as is since it is used to subscribe incoming Common Document records to the import set table that will be used to transform Common Document records into the ServiceNow table used for this integration (such as the incident table).

The outbound table map is used to map fields from the source ServiceNow table (such as incident) to the Common Document. This table map should be configured to map the fields and work with the mappings done on MBS. Please contact for more information on setting up field mappings.

You can create a copy of the outbound table map included with the Common Document update set if you want to keep the original version as a reference.

Dynamic Shares

Create a dynamic share for the table you want to integrate with Rally (for example the incident table). Use the previously created as the target queue and use the previously created outbound table map as the dynamic share's table map.


To properly send out messages with the correct action type (i.e. insert, update, etc.) when integrating ServiceNow incidents with Rally defects, use the following script in the dynamic share's Before Share Script:

if(!gs.isInteractive() && psp_action != "ack_provider_incident"){
else if(psp_action == "update" && !current.correlation_id.hasValue()){
    psp_action = "insert";
else if(psp_action == "ack_provider_incident"){
    psp_action = "update";
else if(current.state.isChangingTo("resolved")){
    psp_action = "resolved";
else if(current.state.isChangingTo("closed")){
    psp_action = "closed";

Other tables can have a similar script as above if needed to properly correlate records in Rally.

It is also imperative to set your “Business Rule When” to “before” in order to properly send out messages.

Transform Maps

The Common Document update set will include an import set table and a transform map to transform the incoming Common Document into the ServiceNow table. For example, if integrating ServiceNow incidents with Rally defects, the PSP Common Incident import set table (u_psp_common_incident) will allow you to transform Common Incident records into the ServiceNow incident table.

Field Maps

To properly coalesce records between ServiceNow and Rally using the ServiceNow's number field and storing Rally's ID in ServiceNow, field maps in the included transform map should be configured as follows:

Source Field Target FieldCoalesce
u_number numberfalse
u_correlation_id correlation_idfalse
u_correlation_display correlation_displayfalse

As well, a field map that uses script should be created to properly find the record in ServiceNow if it already exists:

        var gr = new GlideRecord('incident');	
	var qc = gr.addQuery('correlation_id', source.u_correlation_id);
	qc.addOrCondition('number', source.u_number);
	if ( {
		return gr.sys_id;
	return -1; // no return found, return -1 to create a new record

This field map accounts for records created in Rally so as to create a new record.

As well, for the cases where a record is created in Rally first and you want to send back to it the ServiceNow record's number field, create an onAfter transform script in the import set's transform map with the following:

if(source.u_action == "insert"){
	var pRally = new PerspectiumRally();

This will share out a record with the record's ID so that Rally can receive and update it to have the ServiceNow ID as a correlation ID.

servicenow_rally_installation.txt · Last modified: 2018/08/10 12:15 by billy