Brazil Service Exchange · SN Doc Reader

Service Exchange -- 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.
- Explore -- Service Exchange helps providers, consumers, and partners connect their ServiceNow instances to build secure business workflows across the ServiceNow ecosystem.
  - Mismatched version support -- Providers and consumers using different versions of the Service Exchange applications can exchange and synchronize data between their ServiceNow instances.
  - Configuring revisions -- Update the configurations of remote record producers, remote task definitions, foundation data sync offerings, and create new versions that can be entitled to consumers.
  - Remote catalogs -- 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.
    - Remote record producers -- 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 choice fields -- 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.
    - Authorized users and personas -- 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.
  - Proactive cases -- Proactively notifies consumer users of case alerts and enables real-time collaboration with providers without any additional configuration in connected consumer instances.
  - Provider tasks -- Enable all providers using Service Exchange to be transparent and collaborative with their consumers who use ServiceNow.
  - Remote tasks -- 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.
    - Transform framework -- Use the Transform Framework to integrate tasks between two ServiceNow instances to transform remote task data in the Service Exchange application.
    - AI-assisted remote task -- 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.
  - Journal field frameworks -- The Journal Field Framework (JFF) enables real-time synchronization of journal type fields, such as comments and work notes, between provider and consumer.
  - Foundation data sync -- 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.
    - Knowledge article sync via FDS -- 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.
  - Magic links -- 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.
  - Flow action -- Workflow Studio predefined actions help you preserve mapped variable integrity and maintain flow compatibility across configuration revisions.
  - Service Exchange Center -- 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.
    - Health tab -- The Service Exchange Health tab shows connection health, open issues, and scan suites in one view, with resolution steps for each issue.
    - Connections tab -- 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.
    - Instance scan checks -- 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.
  - Automatic mitigation for connection issues -- 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.
  - AI in Service Exchange -- Use ServiceNow Otto to automate connections in Service Exchange.
    - Service Exchange -- 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.
      - Service Exchange onboarding -- Use the Service Exchange onboarding agentic workflow to register your consumers in Service Exchange.
      - Service Exchange Knowledge Assistant -- Use the Service Exchange Knowledge Assistant agentic workflow to get answers to Service Exchange questions directly in Now Assist.
- Service Exchange for 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.
  - Configure for providers -- To set up and configure the Service Exchange for Providers application, follow these steps.
    - Install for providers -- 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.
    - Migrate from Service Exchange (legacy) -- This section describes the process to migrate from the Service Exchange (legacy) version.
    - Configure ServiceNow Otto for Service Exchange -- 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.
      - Install ServiceNow Otto for TMT -- Install the ServiceNow Otto for TMT sn_tmt_gen_ai plugin to configure and use agentic workflows and skills in Service Exchange.
      - Configure agentic workflows for Service Exchange -- Duplicate and activate the Service Exchange agentic workflows, and complete any additional setup a specific workflow requires.
    - Configure 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.
    - Automate transforms -- Use the ServiceNow Otto for TMT Transform Mapping Assist feature to automatically transform inbound and outbound data between provider and consumer tables.
    - Set up a provider record -- Set up a new provider record to establish a unique identifier for the Service Exchange for Providers (sn_sb_pro) application.
    - Personas for providers -- Learn about the roles, skills, and tasks for the different users in the Service Exchange for Providers application.
      - Assign roles to groups -- 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 catalog personas -- Create catalog user personas to control the catalog items that consumers can access on their instance.
    - Create remote choice definitions -- As a provider, define remote choice fields that allow consumers to retrieve choice data from their instances in real time.
    - Create remote catalogs -- As a provider, you can create remote catalogs to automate the task fulfillment process for your consumers.
      - Create a remote record producer -- Create remote record producers as part of creating a Remote Catalog in Service Exchange for Providers.
      - Create variables for RRPs -- Create variables for a remote record producer (RRP) in Service Exchange for Providers application.
      - Creating entitlements -- 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 a consumer criteria -- Using consumer criteria associated with record producers and other configurations, Service Exchange automatically generates the entitlement records that are replicated to eligible consumer instances.
      - Using variable sets with RRP -- Use single and multi-row variable sets with remote record producers.
      - Create a variable set -- Create variable sets for a remote record producer in Service Exchange for Providers application.
    - Remote task definition -- 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.
      - Create a remote task definition -- As a provider, create remote task definitions (RTD) that trigger the assignment of a remote task.
      - Create a remote task using Workflow Studio -- As a provider, proactively create remote tasks for your customers by using Workflow Studio.
    - Publish catalog items as RRPs -- 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.
    - Create catalog client scripts -- As a provider, create catalog client scripts in Service Exchange to control the behavior of the catalog items when presented to your consumers.
    - Create a transform -- As a provider or a consumer, create a transform in Service Exchange to integrate tasks between connected instances.
    - Create configuration revisions -- As a provider, you can edit and create revisions of entitlements that contain updated functionality that can be developed and deployed to consumers.
    - Activate Service Exchange FDS for provider -- 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.
    - Configure outbound FDS as providers -- As a provider, share foundational data with your consumer using foundation data sync (FDS).
      - Create a FDS definition -- Create an foundation data sync (FDS) offering definition to inform your consumers about the data you’re ready to share.
      - Acknowledge FDS offering request -- 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.
      - Publish a foundation data subscription -- Publish the foundation data sync (FDS) subscription to complete the foundation data sync after the consumer configures and accepts the subscription.
    - Configure inbound FDS as providers -- As a provider, receive the foundation data from your provider using foundation data sync (FDS).
      - Request FDS offerings from a consumer -- Request a foundation data sync (FDS) offering from your consumer to receive foundational data.
      - Validate a subscription item as a provider -- Configure the sample data received from the consumer to validate a foundation data sync (FDS) subscription item.
      - Accept FDS subscription for provider -- Accept a foundation data sync (FDS) subscription to complete the FDS configuration and begin receiving data from the consumer.
  - Use for providers -- As a provider, learn how to use Service Exchange to submit requests from the service catalog, and track order fulfillment from your ServiceNow instances.
    - Register a consumer from the Provider Center -- 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.
    - Register a consumer -- Registering a new consumer in Service Exchange establishes an instance-to-instance integration between a provider and a consumer.
      - Upgrade authorization on a provider instance -- 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.
      - Off-board a consumer -- Off-board an onboarded consumer and remove all related records.
    - Fulfill a request -- 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.
    - Using the Scratchpad -- The Scratchpad feature facilitates exchange of additional data between provider and consumer instances while performing Service Exchange tasks.
    - Enable magic links -- 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.
    - Update settings for authorized users -- As a provider, you can configure the settings for Authorized Users who have been created on the consumer's instance.
    - Adding or creating scripts to a RRP -- 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.
    - Reestablish connection for a provider -- After you clone your instance, you must reestablish the connection between the provider and consumer instances.
    - Execute a scan suite as a provider -- Execute a scan suite to identify issues in your instance and review the scan results.
      - Modify the scan suite schedule as a provider -- Execute a scan suite to identify issues in your instance and review the scan results.
      - Manage a scan check as a provider -- Execute a scan suite to identify issues in your instance and review the scan results.
- Service Exchange for Consumers -- Use the Service Exchange for Consumers application to seamlessly interact and collaborate with your providers.
  - Configure for consumers -- As a consumer, follow these steps to set up the Service Exchange for Consumers application in your own instance.
    - Install for consumers -- 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.
    - Personas for consumers -- Learn about the different personas in the Service Exchange application.
      - Assign roles to groups -- 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 groups to a persona -- 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.
    - Consumer registration from the Consumer Center -- Complete the registration process from the Service Exchange Connection Wizard to establish a secure connection to your provider instance.
    - Connect to a provider -- Complete the registration process to establish a connection to the provider instance.
      - Upgrade authorization on a consumer instance -- 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.
      - Off-board a provider -- Off-board a provider connection and delete all related records.
    - Activate a remote task definition -- As a consumer, activate the remote task definitions in your instance so that you can create remote tasks.
    - Activate a remote record producer -- Activate entitlements to use a service or product that you have purchased.
    - Add an authorized user -- As a consumer, add new authorized users to control the access to catalog items that are entitled to you by your provider.
    - Attach a consumer pre-flows -- As a consumer, you can control when data should be synced between the provider tasks on the consumer and provider instances.
    - Add consumer variables to an RRP -- 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.
    - Configure settings on the consumer instance -- As a consumer, you can configure and define default settings on your instance.
    - Activate Service Exchange FDS for consumer -- Activate the Service Exchange Foundation Data Sync plugin (sn_fds_con) for consumer if you have the admin role.
    - Configure inbound FDS as consumers -- As a consumer, receive the foundation data from your provider using foundation data sync (FDS).
      - Request FDS offerings -- Request a foundation data sync (FDS) offering from your provider to receive foundational data.
      - Validate FDS subscription items -- Configure the sample data received from the provider to validate a foundation data sync (FDS) subscription item.
      - Accept an FDS subscription -- Accept a foundation data sync (FDS) subscription to complete the FDS configuration.
      - Import and export FDS configuration -- Export ETL configurations for foundation data sync (FDS) from one instance to another using update sets.
      - Hide a synced knowledge article -- 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.
    - Configure outbound FDS as consumers -- Foundation data sync (FDS) consumers share foundational data with a provider by creating FDS definitions, acknowledging requests, and publishing subscriptions.
      - Create an offering definition for provider -- Create a foundation data sync (FDS) offering definition to inform your providers about the data you're ready to share.
      - Acknowledge provider's FDS offering request -- 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.
      - Publish FDS subscription for a provider -- Publish the foundation data sync (FDS) subscription to complete the foundation data sync after the provider configures and accepts the subscription.
  - Use for consumers -- As a consumer, learn how to use Service Exchange to activate various entitlements to fulfill your requirements.
    - Using the Scratchpad for tasks -- The Scratchpad feature facilitates exchange of data between provider and consumer instances while performing Service Exchange tasks.
    - Execute a scan suite as a consumer -- Execute a scan suite to identify issues in your instance and review the scan results.
      - Modify the scan suite schedule as a consumer -- Execute a scan suite to identify issues in your instance and review the scan results.
    - Reestablish connection for a consumer -- After you clone your instance, you must reestablish the connection between the consumer and provider instances.
    - Create remote tasks to sync data -- Use remote tasks to link tasks across multiple instances and run business workflows without custom integrations.
      - Connect and Disconnect remote tasks -- Remote tasks associated with active remote task definitions enable you to sync data between two parent tasks on the provider and consumer instances.
- Agentic workflows in Now Assist for Service Exchange -- 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.
  - Service Exchange Knowledge Assistant -- Use the Service Exchange Knowledge Assistant agentic workflow to get answers to Service Exchange questions directly in Now Assist.
- Integrate -- Providers can use Service Exchange to publish their product offers to a consumer using a Service Exchange Remote Record Producer.
- Reference -- Reference topics provide additional information about the Service Exchange data model and configuration.
  - Components installed for providers -- Several types of components are installed when you activate the Service Exchange for Providers application, including tables, user roles, and business rules.
  - Components installed for consumers -- Several types of components are installed with activation of the Service Exchange for Consumers application including tables, user roles, and business rules.
  - Data model -- The Service Exchange applications data model provides insight into how the tables that are used in Service Exchange relate to each other.
    - Data model for providers -- 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.
    - Data model for consumers -- 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.
  - Domain separation -- 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.
  - Error log -- Track errors on recent transactions, provide connection status, run health checks, and provide recommendations.
  - Preservers and exclusions tables -- When installing Service Exchange, certain tables must be preserved or excluded to maintain connectivity after a clone.
  - List of scan checks -- 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.
  - Automatic mitigations for known errors -- 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.
  - Glossary -- A list of terms used in Service Exchange.
    - A -- A list of terms used in Service Exchange.
      - application scope -- A list of terms used in Service Exchange.
      - attachment sync -- A list of terms used in Service Exchange.
      - authorized user -- A list of terms used in Service Exchange.
    - B -- A list of terms used in Service Exchange.
      - bi-directional integration -- A list of terms used in Service Exchange.
    - C -- A list of terms used in Service Exchange.
      - consumer -- A list of terms used in Service Exchange.
      - consumer application -- A list of terms used in Service Exchange.
      - consumer criteria -- A list of terms used in Service Exchange.
      - configuration revision -- A list of terms used in Service Exchange.
    - D -- A list of terms used in Service Exchange.
      - domain separation -- A list of terms used in Service Exchange.
    - E -- A list of terms used in Service Exchange.
      - entitlement -- A list of terms used in Service Exchange.
    - F -- A list of terms used in Service Exchange.
      - flow action -- A list of terms used in Service Exchange.
      - foundation data sync -- A list of terms used in Service Exchange.
    - H -- A list of terms used in Service Exchange.
      - health dashboard -- A list of terms used in Service Exchange.
    - I -- A list of terms used in Service Exchange.
      - instance scan checks -- A list of terms used in Service Exchange.
    - J -- A list of terms used in Service Exchange.
      - Journal Field Framework -- A list of terms used in Service Exchange.
    - K -- A list of terms used in Service Exchange.
    - L -- A list of terms used in Service Exchange.
    - M -- A list of terms used in Service Exchange.
      - magic link -- A list of terms used in Service Exchange.
    - N -- A list of terms used in Service Exchange.
    - P -- A list of terms used in Service Exchange.
      - Partner -- A list of terms used in Service Exchange.
      - persona -- A list of terms used in Service Exchange.
      - proactive case -- A list of terms used in Service Exchange.
      - provider -- A list of terms used in Service Exchange.
      - provider application -- A list of terms used in Service Exchange.
      - provider task -- A list of terms used in Service Exchange.
    - R -- A list of terms used in Service Exchange.
      - registration task -- A list of terms used in Service Exchange.
      - remote catalog -- A list of terms used in Service Exchange.
      - remote record producer -- A list of terms used in Service Exchange.
      - remote task -- A list of terms used in Service Exchange.
      - role -- A list of terms used in Service Exchange.
    - S -- A list of terms used in Service Exchange.
      - scratchpad -- A list of terms used in Service Exchange.
      - Service Exchange -- A list of terms used in Service Exchange.
    - T -- A list of terms used in Service Exchange.
      - transform framework -- A list of terms used in Service Exchange.
    - V -- A list of terms used in Service Exchange.
      - variable -- A list of terms used in Service Exchange.
      - variable set -- A list of terms used in Service Exchange.
  - Consumer criteria new record form -- Field descriptions for the consumer criteria new record form contains information on consumer criteria new record form field values.
  - Catalog client script new record form -- Field descriptions for the catalog client script new record form contains information on catalog client script form field values.
  - Known error code form -- The known error code form defines a known Service Exchange error and controls whether the system fixes it automatically when a connection goes down.

title	Brazil Service Exchange
locale	en-US
release	australia
bundle	sebrdg
doc_type	toc