Service Exchange

Set up remote task definition (RTD) between a provider and consumer instance by using AI agent. An AI agent inspects tables on the instances and automatically generates field mappings for remote task definitions in Service Exchange, reducing manual setup work for cross-instance integrations.

Hide a knowledge article that was synced to the target instance through Foundation Data Sync (FDS) so that it's no longer visible to other users.

Export ETL configurations for foundation data sync (FDS) from one instance to another using update sets.

If you have an admin role, you can install the Service Exchange for Consumers application. The application includes demo data and installations that are related to ServiceNow Store applications and plugins.

If you have an admin role, you can install the Service Exchange for Providers (sn_sb_pro) application. The application includes the demo data and installations that are related to ServiceNow Store applications and plugins.

Foundation Data Sync (FDS) assigns synced knowledge articles to knowledge bases and creates knowledge bases automatically when the source instance does not specify one. FDS also supports syncing of knowledge data from one instance to another instance.

Agentic workflows in ServiceNow Otto for Service Exchange help users complete tasks and get product information. These workflows include registration assistance and product documentation answers.

Use ServiceNow Otto to automate connections in Service Exchange.

Configure the ServiceNow Otto for Telecommunications, Media, and Technology (TMT) application so that enterprise providers can use the Service Exchange Mapping Assist feature in the Core UI.

Use the ServiceNow Otto for TMT Transform Mapping Assist feature to automatically transform inbound and outbound data between provider and consumer tables.

Use the Service Exchange onboarding agentic workflow to register your consumers in Service Exchange.

Use the Service Exchange Knowledge Assistant agentic workflow to get answers to Service Exchange questions directly in Now Assist.

Assign one or more groups to a persona so that all group members can access the remote catalog items linked to that persona. When group membership changes, access is updated automatically.

Known errors with the Tier field set to Automatic are fixed without admin action when a Service Exchange connection goes down. Each fix changes specific records on your instance.

Automatic mitigation detects known connection errors and fixes them without administrator action when a Service Exchange connection goes down. You review the results in issue work notes and act when a fix fails.

Execute a scan suite to identify issues in your instance and review the scan results.

Duplicate and activate the Service Exchange agentic workflows, and complete any additional setup a specific workflow requires.

The Connections tab in the Provider Center and Consumer Center lists your Service Exchange connections. Provider Center also shows registration requests that are created when a provider adds a consumer. After the provider completes registration and shares the onboarding URL, the consumer uses Consumer Center to continue onboarding.

Complete the registration process from the Service Exchange Connection Wizard to establish a secure connection to your provider instance.

As a consumer, learn how to use Service Exchange to activate various entitlements to fulfill your requirements.

Execute a scan suite to identify issues in your instance and review the scan results.

Activate the Service Exchange Foundation Data Sync plugin (sn_fds_con) for consumer if you have the admin role.

You can activate the Service Exchange Foundation Data Sync for Providers plugin (sn_fds_pro) for provider if you have the admin role. If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:The application includes demo data and installs related ServiceNow Store applications and plugins if they aren't already installed.

The Service Exchange Health tab shows connection health, open issues, and scan suites in one view, with resolution steps for each issue.

Install the ServiceNow Otto for TMT sn_tmt_gen_ai plugin to configure and use agentic workflows and skills in Service Exchange.

The known error code form defines a known Service Exchange error and controls whether the system fixes it automatically when a connection goes down.

Agentic workflows in Now Assist for Service Exchange help users complete tasks and get product information. These workflows include registration assistance and product documentation answers.

Register a consumer instance from the Connections tab in the Provider Center to establish a Service Exchange connection between your instance and the consumer instance.

A remote task definition (RTD) is the provider-side configuration that determines how tasks synchronize between a provider and consumer instance in Service Exchange. It defines the linked tables, the field mappings, and the consumer entitlements.

The Service Exchange Center enables you to monitor connection health, resolve scan check issues, and add and manage Service Exchange connections from a single dashboard in the Provider Center or Consumer Center applications.

Configure the ServiceNow Otto for TMT application so that your agents can use the generative AI skills in CRM Workspace and in Core UI for service problem case.

Upgrade a provider connection from the Resource Owner Password Credentials (ROPC) OAuth grant type to client credentials without off-boarding and re-onboarding the provider connection.

Upgrade a consumer Service Exchange connection from the Resource Owner Password Credentials (ROPC) OAuth grant type to the client credentials grant type without offboarding or re-onboarding the connection.

Use the Service Exchange for Consumers application to seamlessly interact and collaborate with your providers.

Use the Service Exchange for Providers application to create and publish catalogs of services, receive, and fulfill requests generated from consumers, and establish integrations with consumer instances.

Accept a foundation data sync (FDS) subscription to complete the FDS configuration.

Acknowledge a foundation data sync (FDS) offering request and send a sample payload to help your consumer understand the type of data they’ll receive.

Activate entitlements to use a service or product that you have purchased.

As a consumer, activate the remote task definitions in your instance so that you can create remote tasks.

As a provider, you can perform more complex tasks and gain better control over catalog requests from consumers by using various scripts in a remote record producer (RRP). Consumers must approve all scripts to use the RRP.

As a provider, learn how to use Service Exchange to submit requests from the service catalog, and track order fulfillment from your ServiceNow instances.

Assign roles to control the actions that are available for each user. In the Service Exchange for Consumers application, you assign roles by group rather than by the individual user so that when the job descriptions of users change, their roles are automatically updated.

Assign roles to control the actions that are available for each user. In ServiceNow, you assign roles by group rather than by individual user. When the job descriptions of users change, their roles are automatically updated.

Create variables for a remote record producer (RRP) in Service Exchange for Providers application.

The Authorized Users feature enables a provider to categorize remote catalog items by user personas so that only authorized users with these personas can access the catalog items. It also allows consumer admins to associate these personas to users in their instances to allow access.

Field descriptions for the catalog client script new record form contains information on catalog client script form field values.

After you clone your instance, you must reestablish the connection between the consumer and provider instances.

After you clone your instance, you must reestablish the connection between the provider and consumer instances.

When installing Service Exchange, certain tables must be preserved or excluded to maintain connectivity after a clone.

Acknowledge a foundation data sync (FDS) offering request and send a sample payload to help your provider understand the type of data they will receive.

As a consumer, you can control when data should be synced between the provider tasks on the consumer and provider instances.

Update the configurations of remote record producers, remote task definitions, foundation data sync offerings, and create new versions that can be entitled to consumers.

As a consumer, you can configure and define default settings on your instance.

As a provider, receive the foundation data from your provider using foundation data sync (FDS).

To set up and configure the Service Exchange for Providers application, follow these steps.

As a provider, you can configure the settings for Authorized Users who have been created on the consumer's instance.

Field descriptions for the consumer criteria new record form contains information on consumer criteria new record form field values.

As a consumer, you can add your own variables to a provider's remote record producer (RRP) in your consumer instance using a variable set. Consumer variables are useful in a Consumer Pre-Flow for adding additional information to complete a flow.

As a provider, you can copy your local catalog items to Service Exchange as remote record producers (RRP) enabling you to avoid manual re-creation of catalog items as RRPs.

As an application developer for the provider, create a remote catalog item containing the services for your consumers. An administrator in the consumer’s instance can assign them to the consumer's catalogs and categories and then activate them, just like any other catalog item.

As a consumer, add new authorized users to control the access to catalog items that are entitled to you by your provider.

Create catalog user personas to control the catalog items that consumers can access on their instance.

As a provider, create catalog client scripts in Service Exchange to control the behavior of the catalog items when presented to your consumers.

As a provider, you can edit and create revisions of entitlements that contain updated functionality that can be developed and deployed to consumers.

Using consumer criteria associated with record producers and other configurations, Service Exchange automatically generates the entitlement records that are replicated to eligible consumer instances.

Create an foundation data sync (FDS) offering definition to inform your consumers about the data you’re ready to share.

Create a foundation data sync (FDS) offering definition to inform your providers about the data you're ready to share.

As a provider, define remote choice fields that allow consumers to retrieve choice data from their instances in real time.

Create remote record producers as part of creating a Remote Catalog in Service Exchange for Providers.

As a provider, proactively create remote tasks for your customers by using Workflow Studio.

As a provider, create remote task definitions (RTD) that trigger the assignment of a remote task.

As a provider or a consumer, create a transform in Service Exchange to integrate tasks between connected instances.

Create variable sets for a remote record producer in Service Exchange for Providers application.

Learn about the different personas in the Service Exchange application.

The Service Exchange applications data model provides insight into how the tables that are used in Service Exchange relate to each other.

The Service Exchange for Consumers data model provides insight into how the tables that are used in the Service Exchange for Consumers application relate to each other.

The Service Exchange for Providers data model provides insight into how the tables that are used in the Service Exchange for Providers application relate to each other.

Domain separation is supported for Service Exchange. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.

Using consumer criteria associated with record producers and other configurations, Service Exchange automatically generates the entitlement records that are replicated to eligible consumer instances.

Track errors on recent transactions, provide connection status, run health checks, and provide recommendations.

Foundation data sync (FDS) enables structured, periodic data sharing from provider to consumer and consumer to provider instances. FDS ensures that both providers and consumers can share and receive accurate, up‑to‑date foundational data, supporting better service delivery and operational alignment.

Magic links enable seamless authentication from a consumer instance to a provider instance in Service Exchange, enabling consumers to access shared resources without manual login. This mechanism supports both per-user and single-user login modes and is particularly useful for HR tasks, catalog submissions, and knowledge base access.

Service Exchange helps providers, consumers, and partners connect their ServiceNow instances to build secure business workflows across the ServiceNow ecosystem.

The Journal Field Framework (JFF) enables real-time synchronization of journal type fields, such as comments and work notes, between provider and consumer.

Accept a foundation data sync (FDS) subscription to complete the FDS configuration and begin receiving data from the consumer.

Configure the sample data received from the consumer to validate a foundation data sync (FDS) subscription item.

Workflow Studio predefined actions help you preserve mapped variable integrity and maintain flow compatibility across configuration revisions.

A list of terms used in Service Exchange.

As a consumer, follow these steps to set up the Service Exchange for Consumers application in your own instance.

Several types of components are installed with activation of the Service Exchange for Consumers application including tables, user roles, and business rules.

Several types of components are installed when you activate the Service Exchange for Providers application, including tables, user roles, and business rules.

Multiple scan checks are available in Service Exchange to help you identify issues and system inconsistencies, enabling you to maintain system health and reduce downtime.

Configure magic links to enable consumer users to access provider instance resources directly without manual authentication. Magic links streamline cross-instance navigation by automatically handling login credentials.

This section describes the process to migrate from the Service Exchange (legacy) version.

Providers and consumers using different versions of the Service Exchange applications can exchange and synchronize data between their ServiceNow instances.

Set up a new provider record to establish a unique identifier for the Service Exchange for Providers (sn_sb_pro) application.

Off-board an onboarded consumer and remove all related records.

Off-board a provider connection and delete all related records.

Providers can use Service Exchange to publish their product offers to a consumer using a Service Exchange Remote Record Producer.

Registering a new consumer in Service Exchange establishes an instance-to-instance integration between a provider and a consumer.

Learn about the roles, skills, and tasks for the different users in the Service Exchange for Providers application.

Proactively notifies consumer users of case alerts and enables real-time collaboration with providers without any additional configuration in connected consumer instances.

Service Exchange Remote Catalog items are ordered from the consumer's ServiceNow instance, and they create provider tasks in each instance. The provider's agent fulfills these provider tasks in their ServiceNow instance. The data in these tasks is synchronized between instances so that they both can track the progress.

Enable all providers using Service Exchange to be transparent and collaborative with their consumers who use ServiceNow.

Publish the foundation data sync (FDS) subscription to complete the foundation data sync after the provider configures and accepts the subscription.

Publish the foundation data sync (FDS) subscription to complete the foundation data sync after the consumer configures and accepts the subscription.

Reference topics provide additional information about the Service Exchange data model and configuration.

Complete the registration process to establish a connection to the provider instance.

As a provider, you can create remote catalogs to automate the task fulfillment process for your consumers.

Remote choice fields provide your consumers direct access to your (provider) data in real time while they submit a remote catalog item from their instance.

Remote record producers in Service Exchange for Providers are service requests published in consumer instances. They enable your consumer to request provider services through their service catalog.

Remote tasks associated with active remote task definitions enable you to sync data between two parent tasks on the provider and consumer instances.

Use remote tasks to link tasks across multiple instances and run business workflows without custom integrations.

Learn how you, as a provider, can resolve and fulfill multiple consumer tasks, such as incidents, cases, and service requests, by using remote tasks. Also as a consumer, you can assign the incidents to multiple providers for resolution.

Request a foundation data sync (FDS) offering from your consumer to receive foundational data.

Request a foundation data sync (FDS) offering from your provider to receive foundational data.

Instance scan checks in Service Exchange proactively identify issues and system inconsistencies, helping administrators maintain system health and reduce downtime. The health dashboard displays findings, errors, and check statuses, helping you quickly identify and resolve problems.

The Scratchpad feature facilitates exchange of data between provider and consumer instances while performing Service Exchange tasks.

The Scratchpad feature facilitates exchange of additional data between provider and consumer instances while performing Service Exchange tasks.

Use the Transform Framework to integrate tasks between two ServiceNow instances to transform remote task data in the Service Exchange application.

As a consumer, receive the foundation data from your provider using foundation data sync (FDS).

As a provider, share foundational data with your consumer using foundation data sync (FDS).

Configure the sample data received from the provider to validate a foundation data sync (FDS) subscription item.

Use single and multi-row variable sets with remote record producers.

ServiceNow Service Exchange connects multiple ServiceNow instances to provide seamless support and service experiences across the ecosystem, from enterprise customers to suppliers and system integrators. Service Exchange provides a frictionless experience that makes it easy to collaborate and process requests while giving users the convenience of working in their own ServiceNow instance.

Foundation data sync (FDS) consumers share foundational data with a provider by creating FDS definitions, acknowledging requests, and publishing subscriptions.