ServiceNow CMDB Integration

Overview

The Innomesh integration with ServiceNow CMDB provides bi-directional data exchange between Innomesh and an organisation’s ServiceNow instance. This integration enables controlled room creation workflows, automatic synchronisation of room and device information, enforcement of device standards, and detection of hardware changes across audiovisual environments.

The integration covers three key areas:

• Room Build Approval controls which rooms can be created in Innomesh based on approvals managed in ServiceNow.
• Room and Device Information Synchronisation synchronises room and device metadata between ServiceNow and Innomesh at onboarding and daily.
• Device Swap-Out Detection detects when devices are replaced and notifies ServiceNow automatically.

Each feature can be independently enabled or disabled, allowing incremental adoption based on organisational needs.

Room Build Approval

Room Build Approval allows administrators to control which rooms can be created in Innomesh. When enabled, users creating a room see a list of pre-approved rooms from ServiceNow rather than the standard template selection screen.

Enabling Room Build Approval

This is a tenant-level feature. Contact Innomesh support to enable it for your tenancy.

Creating a Room from an Approval

When enabled, clicking Add New Room + presents a Select a Room page with approved rooms. Each row includes:

Column	Description
Room Name	Room name as defined in ServiceNow
Organisation	Organisation the room belongs to
Building / Floor / Space	Location metadata
Template	Approved Innomesh template(s)
Type	Subscription tier (Pulse, Sight, Space CE, Space VC)

To create a room:

1. Click Add New Room + in Room Manager.
2. On the Select a Room page, locate the desired room.
3. If multiple templates exist, select one from the dropdown.
4. Click the room row, then click Next.
5. Select the zone for deployment and proceed with standard creation.

The Room Name and Room ID fields are pre-filled and cannot be edited. Room metadata is automatically captured during creation, including the Room UID (corresponding to ServiceNow’s Configuration Item sys_id).

Select a Room — Innomesh Room Manager

Custom Room Creation

Administrative users with the Create Custom Rooms permission can click Custom on the Select a Room page to bypass approvals and use standard template selection.

ServiceNow Notification on Room Creation

When a room is created successfully, Innomesh automatically notifies ServiceNow. The notification includes room name, template used, creation timestamp, the user who created it, and their user group.

Room Information Synchronisation

Room information synchronisation pulls data from ServiceNow into Innomesh, ensuring metadata stays current. This occurs at room creation and daily thereafter.

Room Information at Onboarding

When creating a new room, Innomesh requests available room data from ServiceNow and pre-populates Information fields with data such as building name, floor level, seating capacity, and contact details.

The Information tab is integrated into room creation alongside the Configuration tab. When creating a room:

1. Select the room and template.
2. Navigate freely between Configuration and Information tabs before deployment.
3. Pre-populated fields from ServiceNow appear with values filled in.
4. Click Create to deploy.

If the configuration template lacks an information template mapping, a prompt appears asking which information template to use. Users can also disable room information by checking Disable room information.

Room creation with Information tab — Innomesh Room Manager

Scheduled Room Information Sync

Once daily, Innomesh pulls updated room information from ServiceNow for all onboarded rooms. The synchronisation:

• Runs automatically overnight at a configured time.
• Uses the ServiceNow Alias setting on each field to map ServiceNow fields to Innomesh room information fields.

Automatic Room Renaming

If a room’s name changes in ServiceNow, Innomesh detects the mismatch during scheduled synchronisation and automatically triggers a room rename. The room will be unavailable for approximately five minutes while the rename is applied.

Device Information Synchronisation

Device information synchronisation allows metadata stored in ServiceNow (such as serial numbers, MAC addresses, and warranty information) to be imported into Innomesh devices.

Importing Device Information from ServiceNow

When creating or editing a room, device information from ServiceNow is available for import. This is not automatically applied; users explicitly choose to import.

To import device information:

1. Open a device in Room Manager and navigate to the Device Information tab.
2. Click Import to view available ServiceNow device data for this room.
3. In the Import Device Information modal, select the ServiceNow device.
4. Review pre-populated fields and override values if needed.
5. Click OK to apply the imported data.

If a matching asset profile exists in Innomesh (based on manufacturer and model), the profile is automatically selected.

The critical field is Asset UID, which corresponds to the device’s Configuration Item sys_id in ServiceNow. Each Innomesh device maps to a Configuration Item (CI) in the CMDB, with the Asset UID serving as the link for all subsequent synchronisation.

Linking Devices to ServiceNow

For devices not yet tracked in ServiceNow, you can manually link them so Innomesh creates a corresponding record on the next room deployment.

To link a device:

1. In Room Manager, hover over the device row and click the Link ServiceNow Device icon (chain link).
2. In the Link ServiceNow Device dialog, select an existing ServiceNow device to link or click Link New to create a new ServiceNow record.
3. Click Update Device to save.

A ServiceNow icon appears next to the device name, confirming it is linked.

Link ServiceNow Device icon — Innomesh Room Manager

Link ServiceNow Device dialog — Innomesh Room Manager

Linked device with ServiceNow icon — Innomesh Room Manager

Scheduled Device Information Sync

Once daily, Innomesh pulls updated device information from ServiceNow for all linked devices (those with an Asset UID). The synchronisation:

• Runs automatically overnight at a configured time.
• Only updates devices with a valid Asset UID.
• Uses the ServiceNow Alias on asset fields.
• Excludes fields affecting device control (Name, IP Address, IP Port, Hostname, Brand, Model, Category).

Asset Field Management

The Asset Fields configuration in Innomesh Portal allows administrators to define how device fields behave. This is managed under Assets > Asset Fields in the Innomesh Portal Administration page.

Asset Field Configuration

Each asset field has configurable properties:

Property	Description
Field Name	Display name of the field
Field Type	Standard (built-in) or Custom (user-defined)
Required	Whether the field is mandatory
Visible By Default	Whether shown by default on device views
ServiceNow Alias	Corresponding ServiceNow field name for data mapping
Source of Truth	Whether Innomesh or ServiceNow is authoritative
Help Text	Instructional text in Room Manager
REGEX	Regular expression for field validation
Valid Values	Comma-separated acceptable values (dropdown)

Asset Fields administration — Innomesh Portal

Field Validation (REGEX)

ServiceNow CMDB fields often have format restrictions. Configure matching REGEX patterns on corresponding Innomesh asset fields to prevent validation errors during synchronisation.

When a REGEX pattern is defined, Room Manager checks entered values and displays a warning if the value does not match.

To configure field validation:

1. Navigate to Assets > Asset Fields in Innomesh Portal Administration.
2. Locate the field and enter a REGEX expression in the REGEX column.
3. Save the changes.

Practical REGEX examples:

Field	REGEX Pattern	Purpose
Hardware/Manufacturer Warranty	^\d{4}-(0[1-9]|1[0-2])-(0[1-9]|[12]\d|3[01])$	Enforces YYYY-MM-DD date format
MAC Address	^([0-9A-Fa-f]{2}:){5}[0-9A-Fa-f]{2}$	Enforces colon-separated hex format
IP Address	^((25[0-5]|2[0-4]\d|1\d{2}|[1-9]?\d)\.){3}(25[0-5]|2[0-4]\d|1\d{2}|[1-9]?\d)$	Validates IPv4 address format
Firmware / Serial Number / Asset Name	^\S{0,40}$	Restricts to max 40 non-whitespace characters
Comments	^[\s\S]{0,4000}$	Allows any characters up to 4000

REGEX validation only warns users; it does not block values from being saved. However, values not matching ServiceNow’s restrictions may be rejected during synchronisation.

Field validation warning — Innomesh Room Manager

It is strongly recommended to configure Help Text alongside REGEX validation. Help text appears as placeholder text and tooltips, giving users clear guidance on expected format.

To configure help text:

1. Navigate to Assets > Asset Fields in Innomesh Portal Administration.
2. Enter help text in the Help Text column.
3. Save the changes.

Effective help text examples:

• Date fields: “Enter manufacturer’s hardware warranty expiry (yyyy-mm-dd)”
• Network fields: “Enter valid IP address (x.x.x.x)” or “Enter valid MAC address (MM:MM:MM:SS:SS:SS)”
• Length-restricted fields: “Max 40 characters” or “Max 255 characters”
• Context-specific fields: “Enter vendor / installer job or reference number” or “Enter shelf number in AV rack”

Help Text configuration — Innomesh Portal

Valid Values (Dropdowns)

Where ServiceNow restricts a field to specific allowed values (choice lists or picklists), configure the same values in the Valid Values column in Innomesh. The field then appears as a dropdown rather than a free-text input.

To configure valid values:

1. Navigate to Assets > Asset Fields in Innomesh Portal Administration.
2. Enter a comma-separated list of values in the Valid Values column.
3. Save the changes.

For example, if ServiceNow only accepts specific mounting locations, configure Installed Location with values such as AV Rack, TV - Behind, TV - Behind Left, TV - Behind Right, Ceiling, Wall, Table, Lectern.

Valid Values configuration — Innomesh Portal

Source of Truth and Read-Only Fields

Each asset field can have a Source of Truth: either Innomesh or ServiceNow. When a field’s source is set to ServiceNow, the field displays as read-only (greyed out) in Room Manager, preventing users from overwriting values managed in ServiceNow.

Room information field configuration (including ServiceNow alias and source of truth) is managed by the Innomate/UXT Service Desk. Lodge a ticket if this configuration needs updating.

Read-only fields (ServiceNow as source of truth) — Innomesh Room Manager

Required Fields and Compliance Alerts

Marking an asset field as Required enables automated compliance checking. Once daily, Innomesh scans all devices to verify required fields are populated.

If a device is missing a required field, an Asset Information Missing alert is raised on the Innomesh Hotlist at Notice severity. The alert includes:

• The room and zone the device belongs to.
• The device name and identifier.
• A list of missing required fields.

The alert remains active while the required field is empty. Once populated, the alert automatically resolves within 26 hours.

Exporting Information to ServiceNow

In addition to importing data from ServiceNow, Innomesh also exports room and device information back to ServiceNow on a daily schedule.

Room Information Export

Once daily, Innomesh sends updated room information to ServiceNow. This includes room information fields stored in Innomesh and smart room attributes. The export:

• Runs automatically overnight at a configured time after the import completes.
• Excludes any fields listed in the room information exclusion list.

Device Information Export

Innomesh exports updated device information to ServiceNow once daily. This includes device attributes, custom asset fields, and asset profile fields. The export:

• Runs automatically overnight at a configured time after the import completes.
• Excludes any fields listed in the device information exclusion list.

Export on Room Create and Update

In addition to scheduled nightly export, room and device information is also exported to ServiceNow immediately when a room is created or updated. This includes:

• Notifying ServiceNow that the room has been created or updated.
• Sending device information for all linked devices in the room.

This export occurs even when deploying to the Parking Lot, allowing devices to be registered in ServiceNow during offsite staging before the room is moved to a live zone for commissioning. However, nightly device information sync does not run for rooms in the Parking Lot.

Device Swap-Out Detection

Device Swap-Out Detection identifies when a physical device has been replaced and automatically notifies ServiceNow, supporting asset management processes by flagging hardware changes.

How Swap-Out Is Detected

A device is considered swapped out when either of the following changes is detected for a linked device:

• The device MAC address changes from one valid value to another.
• The device model changes from one valid value to another.

Detection occurs as part of the nightly device information push. When swap-out is detected, Innomesh sends a notification to ServiceNow including the old Asset UID (renamed to swapped_device_uid) along with new device details. The Asset UID is then cleared from the device in Innomesh.

Automatic Asset UID Reassociation

After a device swap-out clears the Asset UID, Innomesh attempts automatic reassociation during the next scheduled device information pull. This occurs when:

• The device’s model and MAC address match a device record in ServiceNow.
• The device does not currently have an Asset UID in Innomesh.

When both conditions are met, the Asset UID is pulled from ServiceNow and linked to the device automatically along with other available device information. This eliminates manual re-linking after authorised device replacement.

Appendix: Field Alias Mapping

Field aliases control how Innomesh maps data between ServiceNow and Innomesh during synchronisation. Aliases are configured in two places:

Field Type	Where to Configure	Description
Room Information Fields	Managed by Innomate/UXT Service Desk	Each room information field can have a ServiceNow Alias value corresponding to the field name returned from ServiceNow. Lodge a ticket to request changes.
Asset Fields	Innomesh Portal > Assets > Asset Fields	Each asset field (standard and custom) can have a ServiceNow Alias for both import of device data and nightly scheduled sync.

When ServiceNow returns a payload with field names, Innomesh looks up each field name against configured aliases to determine which Innomesh field to populate. Fields without a matching alias are ignored.

Appendix: Synchronisation Schedule

Process	Direction	Schedule	Description
Room Info Pull	ServiceNow to Innomesh	Overnight (configurable)	Pulls updated room information fields from ServiceNow
Device Info Pull	ServiceNow to Innomesh	Overnight (configurable)	Pulls updated device information from ServiceNow for linked devices
Room Info Export	Innomesh to ServiceNow	Overnight (configurable, after import)	Exports room information and smart room attributes to ServiceNow
Device Info Export	Innomesh to ServiceNow	Overnight (configurable, after import)	Exports device attributes and profile fields; performs swap-out detection
Required Field Check	Internal	Daily (configurable)	Checks all devices for missing required fields; raises alerts
Room Rename	Internal	Ongoing	Processes queued room renames detected during overnight sync
Compliance Alert Resolution	Internal	Hourly	Clears compliance alerts up to 1 hour after issue is rectified

Room and device information is also exported to ServiceNow immediately on room creation and update.

Appendix: Permissions

Permission	RBAC Section	Description
Create Custom Rooms	Room Manager > Rooms	Allows bypassing the room build approval process to use the standard workflow. Only available when Room Build Approval is enabled.

Appendix: ServiceNow API Functions

The following table summarises API functions that must be exposed on the ServiceNow side for Innomesh to call:

API Function	Feature	Description
Get Room Approvals	Room Build Approval	Returns the list of rooms approved for creation in Innomesh, including room name, approved templates, approved user groups, and room metadata.
Notify Room Created	Room Build Approval	Accepts a notification from Innomesh that a room has been successfully created, including room name, template, creation timestamp, and the user who created it.
Get Room Information	Room Information Synchronisation	Returns room information fields for one or more rooms, identified by their Configuration Item sys_id. Used at onboarding and for nightly synchronisation.
Get Device Information	Device Information Synchronisation	Returns device information for all devices associated with a room, identified by the room’s Configuration Item sys_id. Used at onboarding and for nightly synchronisation.
Update Room	Exporting Information to ServiceNow	Accepts updated room information fields from Innomesh for one or more rooms. Used for nightly exports and on room update.
Update Device	Exporting Information / Swap-Out Detection	Accepts updated device information from Innomesh or creates new device records. Also notifies ServiceNow of device swap-outs (indicated by a swapped_device_uid field in the payload).

Not all API functions are required for every deployment. Only functions corresponding to enabled features need to be implemented.

Related Articles

• Administration Settings
• RBAC Authorisation Guide
• Hotlist Overview