ServiceNow FAQs – March 2026

SysTrack provides three key integrations with ServiceNow:

• Assist for ITSM

  This integration is available as an app from the ServiceNow Store and is installed directly into your ServiceNow environment.

  With Assist for ITSM, help desk agents can:

  • View real-time endpoint diagnostics

  • Compare historical and live data

  • Apply automated fixes

  All of this can be done without leaving the incident record, significantly reducing troubleshooting time.

• Asset Optimization

  Also available via the ServiceNow Store, this app enhances the ServiceNow CMDB with rich endpoint data collected by SysTrack.

  Key benefits include:

  • Automatic import of system identification and configuration data into the CMDB

  • Elimination of manual record creation

  • Improved time-to-resolution and end-user experience through detailed endpoint insights

• Create Incident from Self Help

  This integration allows end-users to create ServiceNow incidents directly from the SysTrack Self Help app.

  • Configured within SysTrack Configure

  • Does not require an app from the ServiceNow Store

Yes, you can hide various tabs in Assist for ITSM by managing access through user roles. Each tab is associated with a specific role:

Administrators can define the list of sensors shown on the System Checklist in Configure:

1. Navigate to Configure > Sensor Configuration > Management.

2. Select a sensor.

3. Under the Visibility tab, select “Add to System Checklist.”

To control automation availability:

1. In Configure, go to Automations & Collection Extensions.

2. When creating or editing an automation, select “Make Available in Assist.”

3. In the Permissions section, select “Assist for ITSM.”

This ensures that the Service Account used for Assist for ITSM has access to run the automation. Because of RBAC, the Service Account must also be granted explicit access via the appropriate Assist for ITSM group in SysTrack.

Assist for ITSM supports customization to align with your ServiceNow configuration. You can customize the following attributes:

• Incident Forms: Configuration Item (CI), FQDN, CI tables

• Computer Forms: FQDN, Domain (location of system)

Refer to the Documentation for detailed instructions on how to configure Assist for ITSM with customized attributes.

Yes.

When an incident is created, Assist for ITSM takes a ‘snapshot’ of the device. A helpdesk agent can switch between the live view of the system (Snapshot Live) and the snapshot from when the incident was created (Snapshot YYYY-MM-DD).

There are two parts to the snapshot:

• Part 1: Stored within ServiceNow and powers the Assist for ITSM interface when switching between views.

• Part 2: A copy of the device’s SysTrack database at the time of incident creation, stored within SysTrack. This is accessed when a user clicks “View in Resolve”.

Important

For SysTrack On‑Premises deployments, snapshot creation and retrieval use the SysTrackAPI Snapshot endpoint. The legacy SysTrackSnapshotAPI endpoint has been removed for On‑Prem environments and is no longer supported. Customers using Assist for ITSM on‑premises should ensure that no integrations or troubleshooting steps reference the deprecated endpoint.

SysTrack Cloud deployments follow a separate deprecation timeline for the legacy snapshot API.

• The SysTrack DB snapshot averages 30 MB.

• Data stored in ServiceNow to power the UI averages 2.6 MB per incident and follows ServiceNow’s retention policies.

• For Assist for ITSM 4.2 and later, the SysTrack snapshot taken when the incident is created is automatically deleted 30 days after the incident is closed or cancelled.

• Administrators can disable snapshot creation for new incidents in the Assist for ITSM configuration (including domain-level configuration in domain‑split environments).

• Snapshot functionality in Assist for ITSM 4.2+ requires SysTrack 10.10 or later, which introduced the SysTrackAPI snapshot endpoint.

The snapshot looks at 30 days worth of data.

The following columns are added to the Incident table (incident_list):

• SysTrack Diagnostics Record (x_laso_systrack_bl_systrack_diagnostics_record)

• SysTrack Detected Issues Record (x_laso_systrack_bl_systrack_detected_issues_record)

• SysTrack System Checklist Record (x_laso_systrack_bl_systrack_compliance_record)

• SysTrack Snapshot ID (x_laso_systrack_bl_systrack_snapshot_id) – stores the snapshot ID used to link to Resolve

The User table (sys_user) includes:

• SysTrack ID (x_laso_systrack_bl_systrackid) – identifies the end user for automations and Critical Applications data

Additional tables used:

• Assist for ITSM Domain Info (x_laso_systrack_bl_systrack_root_cause_analysis_domain_info) – stores SysTrack tenant connection info per domain

• SysTrack Sensor Autofix Trackers (x_laso_systrack_bl_systrack_sensor_autofix_trackers) – tracks usage state of sensor fixes

• SysTrack Tool Trackers (x_laso_systrack_bl_systrack_tool_trackers) – tracks usage state of tool runs

No. A business rule checks for a computer object associated with the incident. If none is found, the tabs will not be shown.

The links will be visible, but users without access will receive an error when clicking them.

The table displays the user's critical applications as defined by the Persona Visualizer.

The user is determined by the Caller ID field in on the Incident in ServiceNow, which is assumed to represent the reporting user.

Yes. The interface will indicate that the automation was run from ServiceNow.

No. Records are only added when:

• A fix is run from the Detected Issues or Tools tab (added to tool tracker tables)

• An incident is saved for the first time or the CI changes (updates incident record)

NOTE: The snapshot created in SysTrack remains on the SysTrack server even if incident data is replaced.    

No. Usage statistics are not recorded for Assist for ITSM tabs. The connector does not track ticket ID or the person working the incident, aside from permission access.

Assist for ITSM and Asset Optimization:

Authentication is handled via a Service Account. Administrators can set this up by selecting the gear icon in SysTrack and choosing “Manage Service Accounts.” Passwords have a maximum of 64 characters.

NOTE: If both integrations are used, the same Service Account is shared.        

Create an Incident:

This integration does not use a Service Account. Administrators must enter ServiceNow credentials via Configure > Integrations > ServiceNow.

• Assist for ITSM: ServiceNow user

• Asset Optimization: SysTrack via CMDB update (manual or scheduled)

• Create an Incident: End user via Self Help app

There are six permissions that can be set for ServiceNow users to control access to specific data in the Assist for ITSM interface. Refer to the Documentation for details on these roles.

No rate limiting is currently in place for the ServiceNow endpoints.

Yes. You can:

• Exclude automations from populating the Detected Issues or Tools tabs

• Remove the user permission x_laso_systrack_bi.Tools to restrict access to the Tools tab

Assist for ITSM links through the system, not the user. The default link is the FQDN, but organizations can choose the appropriate Configuration Item (CI).

Refer to the Documentation for the full list of data sent to the CMDB.

• alm_hardware (Hardware)

• cmdb_ci_computer (Computer)

• cmdb_ci_disk (Disk)

No. Organizations cannot control what data from SysTrack is sent to the CMDB.

Data can be sent manually or scheduled via a script.

Yes. Modify the scheduling script to adjust the frequency.

No. This integration currently only supports FQDN as the primary identifier.

When a user creates a ticket from the Self Help app, the following information is sent:

• Device FQDN

• Subject

• Brief description

No. The information sent to ServiceNow cannot be edited.