ServiceNow Integration for Baton
Availability: The ServiceNow integration is enabled per workspace. If you don't see it in your Connected Apps settings, reach out to your Customer Success Manager to have it turned on.
What you can do
Link Baton tasks to existing ServiceNow records — search your ServiceNow instance from inside a Baton task and attach the right record, or paste a ServiceNow record URL directly.
Create new ServiceNow records from Baton — spin up a new Incident, Change Request, or Task in ServiceNow straight from a Baton task, with the task title pre-filled as the record's short description.
Keep both sides in sync automatically — status, title, due date, description, and assignee updates flow between Baton and ServiceNow in both directions.
Sync comments — share updates between a Baton task and the linked ServiceNow record, using either internal Work Notes or customer-visible Comments.
Track everything in the activity feed — every link, unlink, and synced change is recorded on the task so your team always has context.
Supported record types
The integration supports the three most common ServiceNow record types:
Incident
Change Request
Task
Your workspace admin decides which of these to enable and how each one maps to Baton statuses (see setup below).
Setting it up (workspace admins)
Setup takes place in Connected Apps and requires workspace admin permissions.
1. Connect your ServiceNow instance
Go to Connected Apps and open the ServiceNow section.
Enter your ServiceNow instance URL.
Choose an authentication method:
OAuth2 — enter your Client ID and Client Secret.
API Key — enter your ServiceNow API key.
Click Connect. Baton validates the credentials against ServiceNow before saving, so you'll know right away if anything needs correcting.
Once connected, you'll see the connection status and instance URL. You can disconnect at any time — disconnecting removes the connection and any linked-record associations from Baton.
Your credentials are stored securely and are never displayed back in the settings screen once saved.
2. Map statuses for each record type
For each record type you enable (Incident, Change Request, Task), map Baton's task statuses to the matching ServiceNow states:
Not Started
In Progress
Stuck
Done
Optional
The available ServiceNow states are pulled directly from your instance, so the dropdowns show your real state labels. If your ServiceNow configuration changes, use the Refresh button to reload the latest states.
3. Choose your sync options
Per record type, you can control:
Sync task data — keep title, due date, description, and assignee in sync.
Sync comments — share comments between Baton and ServiceNow, and choose whether they post as Work Notes (internal) or Comments (customer-visible).
At the workspace level, you can also enable assignee sync, which matches the assignee by email address between the two systems. Assignee sync is off by default. If no matching user is found in ServiceNow, the assignee field is left unchanged rather than overwritten.
Using it day to day
Everything happens from the task drawer in Baton.
To link an existing record: open a task, find the ServiceNow section, and search for the record by keyword — or paste a full ServiceNow record URL. Select it to link. The linked record appears with its type, record number, title, and a clickable link back to ServiceNow.
To create a new record: choose the record type, confirm the details (the short description is pre-filled from your task title), and submit. Baton creates the record in ServiceNow and links it to the task in one step.
To unlink: use the unlink option on the linked record when you no longer need the association.
How syncing works
Once a task is linked, the two records stay aligned automatically:
From Baton to ServiceNow — when you change a task's status, title, due date, description, or assignee in Baton, the linked ServiceNow record updates to match (based on your status mappings and sync settings).
From ServiceNow to Baton — when the linked record changes in ServiceNow, Baton reflects those updates on the task within a few minutes and adds a short internal note recording what changed (for example, a status change from one state to another).
Syncing is built to avoid duplicate or looping updates, so a change made in one system won't echo back and forth. Comments follow the same rules based on your per-record-type settings, and app- or bot-generated comments are excluded from syncing.
Good to know
Admin-only setup. Connecting an instance and configuring mappings requires workspace admin permissions. Everyday linking, creating, and syncing is available to any team member working the task.
Assignee sync is opt-in and matches strictly by email address.
Comment visibility is your choice — Work Notes keep updates internal to your ServiceNow team, while Comments are visible to the customer on the record.
Deletions are handled — record deletion between Baton and ServiceNow is managed according to your workspace's sync settings, so linked tasks don't end up pointing at records that no longer exist.
Frequently asked questions
Which ServiceNow record types are supported? Incident, Change Request, and Task.
Do I need to link records manually, or does Baton do it automatically? Linking is always explicit — you choose which record to link or create from the task. This keeps associations intentional and accurate.
How quickly do changes sync? Changes made in Baton apply to ServiceNow right away. Changes made in ServiceNow are reflected in Baton within a few minutes.
Will syncing overwrite an assignee that doesn't exist in ServiceNow? No. If assignee sync is on and no matching user (by email) is found, the assignee field is left as-is.
Can I control whether synced comments are visible to customers? Yes. Per record type, you choose whether Baton comments post to ServiceNow as internal Work Notes or customer-visible Comments.
What happens if I disconnect ServiceNow? The connection and linked-record associations are removed from Baton. Your ServiceNow records themselves are not affected.