Halo ITSM
ServiceNow

Halo + ServiceNow Integration

Your team runs Halo.
Some of your world still runs ServiceNow.

Whether you're connecting a supplier, managing a customer on ServiceNow, or bridging both platforms during a migration — Halo's native two-way integration keeps everything in sync. No manual handoffs. No duplicate entry. No middleware.

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✓ Two-way sync ✓ Incidents & Tasks ✓ Per-customer / per-supplier config ✓ Native — no middleware ✓ Included in every Halo licence

Two ways it's used

Connecting Halo and ServiceNow — why organisations do it

The integration is first-party and built into Halo. It's configured per customer or supplier — so you connect selectively, not globally.

Customers & Suppliers

Your customer or supplier runs ServiceNow

Your team works in Halo. One of your customers or suppliers operates their own ServiceNow instance. Rather than logging into their portal, Halo syncs tickets directly — creating Incidents or Tasks in their ServiceNow and pulling updates back automatically. Your team stays in Halo throughout.

✓ Tickets raised in Halo sync to ServiceNow as Incidents or Tasks
✓ Updates in ServiceNow sync back to Halo automatically via webhooks
✓ Configured separately per customer — not a global toggle
✓ Halo remains your single system of record throughout

Best for

MSPs and enterprise teams whose customers or suppliers use ServiceNow.

Migration Bridge

Keeping both platforms in sync during migration

Moving from ServiceNow to Halo in phases means both platforms may be live simultaneously. The integration keeps open tickets in sync across both systems during the transition — so nothing falls through the gap at cutover.

✓ Tickets created in either platform sync to the other
✓ Status, notes, and updates stay aligned across both systems
✓ No open tickets lost at cutover
✓ Disabled cleanly once migration is complete

Best for

Organisations migrating from ServiceNow to Halo who need continuity during cutover.

What gets synced

Real two-way sync. In both directions.

Here's what syncs between Halo and ServiceNow out of the box.

Ticket creation (outbound)
Tickets in Halo are pushed to ServiceNow as Incidents or Tasks using a configurable action.
Ticket creation (inbound)
Incidents and Tasks raised in ServiceNow create tickets in Halo automatically via webhooks.
Status mappings
Halo statuses map to ServiceNow states — configurable per customer/supplier, with separate mappings for Incidents and Tasks.
Priority, impact & urgency
Priority, impact, and urgency fields map between platforms. What's P1 in Halo is P1 in ServiceNow.
Assignment groups
Halo teams map to ServiceNow assignment groups. A default assignment group handles any unmatched teams.
Work notes & comments
Work notes in ServiceNow sync to Halo. Actions in Halo marked "Sync to ServiceNow" push notes and updates back.
Custom fields
Map any Halo ticket field to any ServiceNow field. Single-select custom fields support value-level mappings.
Attachments (Halo → ServiceNow)
Public attachments from Halo sync to the linked ServiceNow record on creation or when a sync action is used.
Parent-child relationships
If a Halo child ticket syncs as a Task and its parent syncs as an Incident, the relationship is preserved in ServiceNow.

Getting connected

How the integration is configured

The Halo side is configured entirely within Halo. For inbound sync, webhooks also need to be set up inside your ServiceNow instance — this requires ServiceNow admin access. No third-party middleware or agents needed on either side.

1

Enable the ServiceNow integration module

In Halo, go to Configuration → Integrations → ServiceNow and enable the module using the '+' icon. It's included in every Halo licence — nothing to download or install.

2

Add credentials per customer or supplier

Once enabled, a ServiceNow tab appears on each Customer and Supplier record in Halo. Enter the credentials for their ServiceNow instance — Basic auth (username/password) or OAuth — and validate before proceeding.

3

Configure field and status mappings

Map Halo statuses to ServiceNow states, Halo priorities to ServiceNow priorities, and configure impact, urgency, assignment group, and custom field mappings. Separate mappings can be set for Incidents and Tasks where needed.

4

Set up webhooks in ServiceNow

To allow ServiceNow to create and update tickets in Halo automatically, two webhooks need to be configured inside the ServiceNow instance — one to create tickets in Halo, one to sync work notes. Halo provides the webhook URLs.

5

Configure sync actions in Halo

Create a Halo action with the system use "Send ticket to ServiceNow" to push tickets outbound. For ongoing updates, use the "Sync to ServiceNow" checkbox on any action — checked actions push notes and field updates to the linked ServiceNow record automatically.

Allied ESM can scope and configure this

If you need the ServiceNow integration set up — whether alongside a Halo implementation or as a standalone engagement — Allied ESM can scope and deliver it. Contact us to discuss what's involved.

Real-world scenarios

Three scenarios where this integration is used

The most common reasons Halo customers configure the ServiceNow integration.

01

Your supplier uses ServiceNow — you use Halo

You raise a ticket in Halo and need to log it with a supplier who runs ServiceNow. Rather than logging into their portal, Halo pushes the ticket directly to their ServiceNow instance and pulls updates back. Your team stays in Halo — no manual follow-up needed.

Halo ticket → Supplier ServiceNow ↔ Updates sync back
02

MSP managing a customer still on ServiceNow

You're an MSP running Halo. One customer has their own ServiceNow instance. The integration connects to their instance via the customer record in Halo. Their team sees progress in ServiceNow. Your team works in Halo. No portal switching, no duplication.

Your Halo ↔ Customer's ServiceNow
03

Phased migration from ServiceNow

Moving from ServiceNow to Halo in phases means both platforms are live simultaneously. The integration keeps open tickets in sync across both systems during transition — nothing is lost at cutover, teams on either platform see current status. Disabled cleanly once migration is complete.

ServiceNow ↔ Halo → Migration complete

Common questions

Frequently asked questions

Is the ServiceNow integration included in Halo, or does it cost extra?
The integration is a first-party, native Halo integration — included in every Halo licence at no additional cost. There is no middleware, no third-party connector, and no extra subscription. Configuration cost depends on scope — contact Allied ESM to discuss what's involved for your setup.
Can we configure it differently for each customer or supplier?
Yes. The integration is configured per customer and per supplier — each gets their own ServiceNow credentials, status mappings, priority mappings, assignment group mappings, and custom field mappings. Different organisations in the same Halo instance can have completely different configurations.
Does it create Incidents or Tasks in ServiceNow?
Both. You can set a default ServiceNow record type against a Halo ticket type — so those tickets always create as Incidents or always as Tasks. Or you can set this via the sync action, choosing the record type each time. A 1-1 relationship applies — one Halo ticket links to one ServiceNow record at a time.
How does inbound work — tickets raised in ServiceNow coming into Halo?
Webhooks configured inside the ServiceNow instance fire when new Incidents or Tasks are created, or when work notes are added. These webhooks push data to Halo, creating or updating the corresponding ticket automatically. Halo provides the webhook URLs — they need to be set up by someone with ServiceNow admin access.
Do attachments sync between the two platforms?
Attachments sync from Halo to ServiceNow — publicly visible attachments on a Halo ticket are sent to the linked ServiceNow record when the ticket is created or when a sync action is used. This can be enabled globally and overridden per customer or supplier. Attachment sync from ServiceNow to Halo is not supported.
We're migrating from ServiceNow to Halo — can the integration help during the transition?
Yes. For phased migrations, the integration can bridge both platforms while both are running — keeping open tickets in sync so nothing is lost at cutover. Once migration is complete, the integration is simply disabled. Allied ESM has experience with ServiceNow-to-Halo migrations and can advise on the right approach for your situation.

Need Halo and ServiceNow to talk to each other?

Whether you're connecting a supplier, bridging a migration, or managing a customer still on ServiceNow — Allied ESM can scope and configure the integration for you.

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