---
id: AA-01435
title: "SiteAudit ServiceNow Connector: Overview"
url: http://netaphor.com/kb/AA-01435/siteaudit-servicenow-connector-overview-diagram
product: "ServiceNow Connector"
type: "How-to & configuration"
updated: 2026-10-30
access: public
---


# SiteAudit ServiceNow Connector: Overview

The SiteAudit ServiceNow Connector sends the printer data SiteAudit collects into ServiceNow, so your printers are managed in the CMDB alongside everything else your organization tracks, and printer problems arrive as incidents in the workflow your service desk already runs.

![Diagram: the SiteAudit ServiceNow Connector sends printer inventory, incidents, consumables and meter readings from SiteAudit to ServiceNow](http://netaphor.com/kb/media/AA-01435/siteaudit-servicenow-connector.webp)

## What it sends

The Connector sends four kinds of data. Printer inventory is always sent; the other three are optional.

| Data | Where it goes in ServiceNow | Examples |
|---|---|---|
| Printer inventory | The standard printer CMDB table (cmdb_ci_printer), extended with SiteAudit fields | Name, manufacturer, model, serial number, asset tag, location, department, IP and MAC address, firmware, device status, last successful communication |
| Incidents | The standard incident table, extended with SiteAudit fields | Alert code, severity, service code, detected and resolved times, and the SiteAudit notification rule that raised it |
| Consumables | A SiteAudit consumables table, one row per supply | Part number, level, estimated days remaining, yield, installed and replaced dates |
| Meter readings | A SiteAudit lifetime counters table | Total, black-and-white and color pages, copy, print, scan, fax and duplex counts |

SiteAudit discovers all makes and models of networked printers and multifunction devices, and the Connector sends whatever SiteAudit holds for each device; nothing in it is specific to one manufacturer. How much detail arrives depends on what each device reports.

Only alerts that match a SiteAudit Notification Rule become ServiceNow incidents. The rule name travels with the incident, so ServiceNow can route tickets by rule, for example "Critical" or "Schedule Consumable Replacement".

## How it works

- **One way, from SiteAudit to ServiceNow.** The Connector never reads from or deletes anything in ServiceNow.
- **Scheduled batches.** A Windows scheduled task runs the Connector at the interval you choose (agreed during deployment), and it can also be run on demand. Each run sends the current data, so moves, adds and changes update the existing record.
- **No duplicates.** Every record carries SiteAudit's unique device identifier, and ServiceNow matches on it, so inventory, incidents, consumables and meter readings all link back to the same printer.
- **Standard ServiceNow interfaces.** Data is posted through ServiceNow's REST Import Set API into staging tables, where your transform maps check and shape it before it reaches the CMDB. Nothing is installed in your instance except the tables, fields, inbound web services and transform maps the integration uses.
- **You choose the fields.** Each category and field can be switched off or renamed to match your naming, and any of SiteAudit's custom fields can be sent too. The device contact and department are the only person-related fields, and they can be removed.
- **Retired devices.** The Connector sends each device's retired status, current status and last communication time; your ServiceNow team decides how the CMDB uses them (for example, to retire the CI).

## What you need

**SiteAudit side**

- SiteAudit OnSite (Viewer) or SiteAudit Hosted (Control Panel), with a license that includes the ServiceNow Connector (PlugIn) feature.
- A Windows machine for the Connector: it is a desktop application installed on the same machine as the SiteAudit Viewer or Control Panel. Supported Windows versions are listed on the [Platform Requirements](/platform-requirements.html) page.

**ServiceNow side**

- A supported ServiceNow instance and its address.
- A dedicated ServiceNow account allowed to send data through the inbound web services. Administrator rights are needed only if you want the Connector to create the tables and fields for you; your team can also create them by hand.
- Transform maps from the staging tables to the CMDB and incident tables, including the matching rules. If printers already exist in your CMDB from another source, your ServiceNow team decides how existing records are matched the first time.

**Deployment**

New installations are set up by Netaphor's ServiceNow Connector deployment team, which also helps choose the schedule and test the first runs. Ask your Netaphor partner, or [contact us](/contact.html?destination=info&inquiry=sales&subject=ServiceNow%20Connector).

## Learn more

- Watch the ServiceNow Connector video on the [Solutions](/solutions.html#integrations) page.
- Partners and customers with a support account can sign in for the full documentation:
   - SiteAudit ServiceNow Connector FAQ
   - Setup & Configuration Guide
   - Setup, step by step
   - Platform Requirements and Prerequisites
   - Architecture Diagram
   - Schedule Sending Data to ServiceNow
- The connector itself is on the [Downloads](/support/downloads#servicenow) page (a short request form comes first).