Adapter for ServiceNow ITSM

Streamline the tracking and resolution of system issues causing job failures.
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Gartner® Market Guide: Service Orchestration & Automation Platforms

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Automate and Streamline the ServiceNow Incident Process for Business-critical Workflows

Adapter Overview

Keeping your workload automation activities running smoothly is critical to meeting business requirements and service level agreements (SLAs). But inevitably, issues will occur and when that happens, early attention and action is required to ensure prompt resolution.

Our adapter for ServiceNow integrates Tidal Automation and ServiceNow incident response functionality without custom scripting or development. With this integration, Tidal and ServiceNow operate as peers to manage cases arising from the failure of jobs in Tidal Automation. The adapter can be configured to match your ServiceNow data schema, mapping Tidal job activity data to the appropriate fields and status codes in your ServiceNow incident management records.

When a job within Tidal fails, a ServiceNow case is automatically created. As the case progresses and is ultimately closed, updates are logged in Tidal to provide visibility to the operator.  Once the case is closed, the job is automatically re-run or manually re-run – depending on the configuration set up by the user.

Process Flow

  1. When a job run results in an error, an event is generated by Tidal.
  2. That event creates an action that is pushed out to ServiceNow to create an incident.
  3. Tidal monitors the ServiceNow incident table for any updates to the records posted by Tidal.
  4. Any changes made to the job run case are logged in Tidal
  5. When the incident is resolved, that information is also fed back to Tidal.
  6. The job can be automatically or manually re-run, depending on configuration.

Incident Creation for Job Failure

Job Run Failure

Monitoring of Incident Status

Status of Incident

Where We Run

The Cloud

Tidal’s enterprise-wide automation platform transcends the inherent limitations associated with standalone point products or native cloud schedulers. We can automate and orchestrate cross-application workloads and enterprise-wide business processes that traverse multiple clouds and hybrid environments – all from a single-pane-of-glass view.


Tidal helps you optimize the value and performance of your legacy infrastructure while opening new opportunities to leverage next-gen applications and workflows. From pure on-prem to hybrid on-prem and cloud engagements – the answer is Tidal.

  • CentOS
  • Linux Kernel 2.6.18 & above
  • Linux PPC
  • Microsoft Windows
  • Microsoft Windows Server
  • Open VMS
  • Oracle Cloud
  • Oracle Enterprise Linux
  • Red Hat Enterprise Server
  • Suse Enterprise
  • Tandem NSK
  • Ubuntu
  • UNIX
  • HPUX (PA-RISC, Itanium)
  • Solaris (Sparc, X86)
  • AIX
  • OS/400 iSeries
  • z/Linux
  • z/OS