ServiceNow supports custom fields on tickets. This guide applies to both ServiceNow ITSM and ServiceNow Security Incident Response (SIR) integrations.
Custom fields in ServiceNow are per-ticket fields — they are not scoped to a project. Set Project ID to * for all mappings.
Note: Only fields whose column name begins with
u_are supported. This is the standard ServiceNow convention for user-defined custom fields. Fields without theu_prefix will be rejected at integration initialization.
The Field Path (Provider) in each mapping must be the ServiceNow column name of the field, e.g. u_affected_system.
To find column names:
- Log in to ServiceNow as an Admin.
- Navigate to System Definition -> Dictionary.
- Filter by Table (e.g.,
incident) and look for entries where the Column name starts withu_. These are your custom fields.
When creating or editing your integration, enable the Custom Field Mappings toggle. Click + Add CustomFieldMapping to add an entry for each field you want to map. Fill in the following for each entry:
Project ID Must be *. ServiceNow custom fields are not project-scoped.
Field Path (Provider) The ServiceNow column name found in Step 1 (e.g., u_affected_system). Must start with u_.
Name A unique key used to reference this field in the custom_fields object when creating or patching tickets (e.g., affected_system).
Click + Add CustomFieldMapping to add additional mappings.