Connect an ITSM platform and verify delivery
Complete the six-stage connection wizard, map device fields, configure synchronization, and verify external records and remediation outcomes.
Before you start
- A supported Rezolve.ai, ServiceNow, or Generic Webhook destination with an approved credential.
- The receiving platform’s base URL and permission to configure its inbound/outbound integration.
- Known CMDB target fields and an agreed policy for automatic incidents, change requests, and resolution.
Screenshots show the Rapport interface with example data. Use your organization’s devices and values. Select an image to view it at full size.
Start the integration wizard
Open ITSM Integrations from the integrations area and choose Add integration or Get started. Select Rezolve.ai, ServiceNow, or Generic Webhook, then choose Next. The wizard stages are Platform, Connection, Field mappings, Sync config, Webhook, and Review. Changing the platform replaces the draft mapping defaults, so choose it before customizing mappings.
Enter and test the connection
Enter an Integration name that identifies environment and purpose, such as Production service desk, and the platform’s Base URL. Rezolve.ai and Generic Webhook use API key; ServiceNow’s field is Credentials (Basic <base64>) and expects the Basic header value. Choose Test connection and inspect the returned message before advancing. The credential is encrypted and is not displayed again after save.
Map Rapport fields to receiving fields
At Field mappings, keep valid platform defaults and edit mappings for your destination. The left column contains Rapport fields (drag to mapping); drag a field onto a mapping or type its source path, then enter the receiving target.field. Use Add mapping for another pair or the row’s trash control to remove one. For bulk edits, open JSON preview, enter an array of source/target objects, and choose Apply.
[
{ "source": "hostname", "target": "cmdb_ci_computer.name" },
{ "source": "asset.hardware.serial", "target": "cmdb_ci_computer.serial_number" }
]Choose synchronization and automatic ticket behavior
In Sync config, enable Sync CIs to CMDB if device inventory should be published and select Every 15 minutes, Every hour, Every 6 hours, or Daily. Choose separately whether to Auto-create incidents from alerts, Auto-create change requests from patch alerts, and Auto-resolve incidents when alert resolves. Review each toggle with the receiving workflow owner; enabling a connection does not require enabling all automation.
Configure inbound webhook authentication
At Webhook, copy the generated Webhook URL and the Webhook secret (shown once) into the receiving platform’s outbound webhook configuration. Send the secret in the x-webhook-secret header and a unique provider event ID in x-webhook-id. Save the secret securely before leaving the wizard. Reusing the same event ID with different content is rejected; retries should preserve the original event identity.
Review and create the integration
At Review, check platform, name, URL, mapping count, sync interval, auto-incident setting, webhook URL, and the displayed credential expiry. Return with Back to correct any field, then choose Save integration. The console opens the integration’s detail page and requests an initial CI sync. The creation message confirms the integration record; verify delivery through the next step before relying on the automation.
Verify synchronization and change configuration
On the detail page, check Enabled and use Trigger sync to request a sync when appropriate. Open Sync log and inspect Operation, Status, External ID, and Error. Confirm the linked or recorded ID in the receiving ITSM platform, including its actual mapped field values. Field mappings and Sync config tabs edit the existing connection; their changes save from the controls. Check Overview for recent activity and last sync, remembering its operations summary covers the last 100 records.
Review inbound remediation requests and retire connections
Open Remediation queue and select Pending. Match External Incident and Command to the intended device workflow before choosing Approve or Reject. Track approved work in Approved/Dispatched, then inspect Completed or the rejected state; approval is not completion. To pause a connection, turn Enabled off. To retire it, use the trash control and Delete in Delete integration?; configuration is removed and sync history retained. Disable the counterpart webhook in the external platform as well.
If something doesn’t work
Connection test fails.
Check the exact base URL, destination reachability, credential permissions, and ServiceNow Basic-header format where applicable. A valid-looking name or URL does not demonstrate provider authentication.
The integration exists but no CI or incident arrived.
Inspect the relevant automation toggle, sync interval, and Sync log operation. Read Error and External ID, then verify the actual provider record. Creating the integration and requesting the first sync are separate from delivery.
An inbound webhook is rejected.
Check the generated integration-specific URL and x-webhook-secret value. Send a stable unique x-webhook-id for each provider event, and do not reuse an event ID for changed content.
A remediation remains in the approved group.
Approved/Dispatched records are not yet completed results. Inspect the associated command and target endpoint’s availability, policy, and approval/execution state.