Autotask – ServiceNow integration

Autotask PSA tickets surfaced as native ServiceNow incidents, requests or tasks — and kept in sync both ways.

Scope this integration How managed integration works

Overview

How it works

The classic MSP-to-enterprise pairing. ServiceNow is the system of record inside the client; Autotask is where your engineers work. Recursyv maps incidents, requests and tasks across the two, respects each side’s workflow states and SLA clocks, and handles ServiceNow’s assignment groups, CMDB references and custom tables without custom development on either side.

Autotask

Bidirectional · secure · managed

ServiceNow

Outcomes

What changes for your team

Bidirectional incidents, notes, attachments and state transitions
Map ServiceNow assignment groups to Autotask queues and resources
Preserve SLA timings and priority matrices on both sides
Optional CMDB / configuration-item lookups on ticket creation

What's synchronised

Typical scope

IncidentsRequests & tasksWork notes & commentsAttachmentsState & priorityAssignment group ↔ queueTime entriesResolution codes

Every integration is tailored: field mappings, visibility rules and special cases are agreed in discovery and built to your requirements.

Delivered as a managed service

Built, hosted, monitored and supported by Recursyv.

Joint discovery

Both parties' workflows, volumes and edge cases; fixed price agreed.

Build & security review

Configured by our engineers; evidence for both security teams.

Dual-party testing

UAT in both environments, sign-off from each side.

Coordinated launch

Live in your chosen Azure region, with hypercare.

Support

24/7 monitoring; API changes absorbed by us.

Ready to connect Autotask and ServiceNow?

Tell us about your environment and an expert will come back to you with scope and a fixed price.

Scope this integration