Last updated on 30 Jun 2026
ServiceNow Integration
Overview
The ServiceNow integration lets you log a bug straight from a Pcloudy test session into your ServiceNow instance as an incident. While testing on a real device you capture screenshots of the issue, open Mark as Bug, choose ServiceNow, fill in the incident details, and submit — the incident, with your screenshots attached, is created in ServiceNow automatically.
This guide covers the one-time connection setup and the per-bug logging flow, then how to verify the incident in ServiceNow.
Pre-requisite
- A Pcloudy account with access to Functional Experience (Real Devices).
- Your ServiceNow Instance URL (for example,
https://<your-instance>.service-now.com). - A ServiceNow username and password with permission to create incidents.
- The app or website you want to test.
Step-by-step guide
Step 1 — Start a session and open Mark as Bug
From Functional Experience → Real Devices, select a device and click Start Testing. Once the session opens, open Mark as Bug from the Quick Actions menu. You will see a list of supported integrations (Jira, Slack, GitHub, … ServiceNow), each with a Configure option.
Step 2 — Connect ServiceNow (one-time)
You only need to connect ServiceNow once, and you can do it from either of two places — the Integrations page or directly inside a device session. Both use the same Instance URL, Username and Password.
Option A — From the Integrations page
Go to Dashboard → Integrations, locate the ServiceNow card under Project Management, and click Connect. Enter your Instance URL, Username and Password and connect. The card then shows a green Connected badge and moves up under My integration.
Option B — From a device session (Mark as Bug)
Inside a session, open Mark as Bug, find ServiceNow and click Configure. In the Connect to ServiceNow dialog, enter your Instance URL, Username, and Password, then click Connect. ServiceNow then appears under My Integrations in the panel.
Important - All three fields (Instance URL, Username, Password) are required. Use a ServiceNow account that has permission to create incidents.
Step 3 — Capture screenshots of the issue
As you reproduce the issue on the device, capture screenshots using Quick Actions → Screenshot. Captured screenshots collect in the session gallery; you can attach up to 3 of them to the incident.
Step 4 — Select ServiceNow and fill the incident form
Open Mark as Bug and click ServiceNow under My Integrations. The incident form opens on the right — fill in the fields below.
| Field | Required | Notes |
|---|---|---|
| Record Type | Yes | Defaults to Incident. |
| Short Description | Yes | One-line summary of the bug. |
| Description | No | Steps to reproduce, expected vs actual behaviour. |
| Caller | Yes | The ServiceNow user reporting the incident. |
| Assigned To | No | ServiceNow user / agent to assign (defaults to Unassigned). |
| Impact | Yes | e.g. 2 - Medium. |
| Urgency | Yes | e.g. 2 - Medium. |
| Priority | Auto | Calculated from Impact x Urgency (read-only). |
| Category | No | e.g. Hardware, Software. |
| Screenshots | - | Select up to 3 captured screenshots to attach. |
Note - Record Type defaults to Incident. Short Description, Caller, Impact and Urgency are required. Priority is calculated automatically from Impact and Urgency.
Step 5 — Attach screenshots and submit
Under Screenshots, select the screenshots to attach (up to 3, use All/None to toggle), then click Submit. Pcloudy creates the incident in your ServiceNow instance and attaches the selected screenshots.
Step 6 — Verify in ServiceNow
Open your ServiceNow instance and go to the Incidents list. The new incident appears with the Short Description, Description, Caller, Impact / Urgency / Priority and Category. The captured screenshots are attached as links in the incident’s Description/Attachments.
Notes & tips
- The connection is per Pcloudy account and only needs to be set up once. You can connect, update, or disconnect ServiceNow from the Integrations page (Dashboard → Integrations) or from Mark as Bug inside a session.
- You can attach up to 3 screenshots per incident.
- Priority is read-only and derived from Impact × Urgency.
- Required fields are marked with * in the form: Record Type, Short Description, Caller, Impact and Urgency.
- Screenshots are attached as links in the incident's Description / Attachments in ServiceNow.
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