Investigate recurring incidents. Use the permitted ServiceNow records and show me the supporting evidence.
Once the records are shared with me, I’ll compare selected incidents with the equipment or system changes under review.
Selected incident and change-request summaries.
Investigate recurring incidents
- Findings linked to source records
- Missing evidence and unresolved questions
- Follow-up work for your team
1What’s connected.
Connect incidents and change requests to operational investigations. Select the records to share in Seal, then reference them with @ in documents, comments and Neil.
Connection setup and permissions
Seal’s ServiceNow connector reads incidents and change requests through the Table API with a dedicated integration user. It does not write to ServiceNow.
The connector uses Basic authentication and checks both tables during connection. It captures summaries: number, short description, description, state, priority, active flag and update time.
Journal fields, comments, work notes and attachments are not included.
Set up ServiceNow
- Ask the ServiceNow administrator for a dedicated integration user that can read incident and change_request through the Table API, including their summary fields.
- Open Settings → Integrations → ServiceNow. Enter the instance URL, user name and password, then choose Test and connect. Accounts that need SSO or an MFA challenge cannot complete this flow.
- Choose Incidents or Change requests, search an exact number or words in the short description, select records and Seal groups, and enable sharing.
2Connect in Seal.
Sign in to Seal and open Settings → Integrations. An organisation admin can review the connection and complete the guided setup.
3What Neil can do with ServiceNow once connected
Once the connection is set up and the records are shared:
- Investigate recurring incidents
- Compare selected incidents with the equipment or system changes under review.
- Prepare a change brief
- Collect selected change requests and related incidents into a brief for review.
- Review open work
- Summarise the state and priority of selected incidents and changes without closing or approving them.
4Connection questions
Can Neil update or close a ticket?
No. The connector reads summaries; it makes no changes in ServiceNow.
5Before it goes live.
Access
The organisation library reads only; it makes no changes in ServiceNow. Define which records are shared and which Seal groups can read them.
Data and failure handling
Agree the field mapping, identifiers, units and source of record. Test missing or duplicate data, interrupted transfers and recovery before relying on the connection.
Verification and release
Review the configured connection for its intended use. Keep the requirements, checks and evidence with the change, and approve the release through your team’s controls.