Import services

Configure your supported services by importing existing application service definitions from your enterprise ServiceNow instance.

Before you begin

You must be connected to your enterprise ServiceNow instance. Set up the connection by selecting Integrations on the navigation pane and selecting the ServiceNow integration card. See Connect to your ServiceNow instance.

Role required: Responder, Manager, or Administrator


  1. Log in to Lightstep Incident Response.
  2. Navigate to the Services page in one of the following ways:
    • From the navigation pane:
      1. Click Integrations.
      2. Under Installed integrations, select the ServiceNow integrations card.
      3. Click Import services.
    • From the navigation pane:
      1. Click Services.
      2. Click Import a service.
    Note: If you have reached your subscription limit for services, you will not be able to import a service.
  3. Select a service from the list of your enterprise ServiceNow instance services and click Next.
    You will see all the service users, including the service owners and users from the supporting groups associated with the service.Resolve duplicate emails.
  4. Select the users that are part of the service and assign user roles for them.
    Note: To remove a user from the import list, click the delete icon (Delete icon) next to the user. You can't change the role of a duplicate user. The team manager and service owner can't be deleted.
  5. If there are duplicate emails, you must resolve the issue.
    Duplicate emails are user emails that are available both in the ServiceNow instance and in LIR, but are not correlated.
    1. Click Resolve duplicate emails.
    2. In the Resolve duplicate emails dialog box, select the users to be linked with the enterprise instance. This creates a correlation between the enterprise instance and LIR for the users.
    3. If you don't want to create a correlation, then select the Don't link with enterprise option for the user.

      Link user with enterprise.

    4. Click Resolve.
  6. From the Imported data list, select the data to be associated with the service.

    ServiceNow import dialog box.

    Depending on the service, you can:
    • Import the service, import users associated with the service, and create an on-call team.
    • Import the service and users associated with the service.
    • Import just the service.
  7. Optional: From the Service owner list, select the user that you want to be the owner of the service being imported.
  8. The On-call team name field shows the on-call team that is associated with the service.
    Note: You must configure one, and only one, manager to the group that you import. If the support group doesn't have a manager or has more than one manager, the on-call team won’t be created.
  9. From the Team manager list, select the user that you want to be the manager of the team associated with the service.
  10. Click Import.


The service is successfully imported.
Note: When you import a new service containing a group that is also part of another service, which has already been imported into Lightstep Incident Response, then:
  • The service is imported.
  • Even if changes were made to the group in your ServiceNow instance before importing the second service, the team in Lightstep Incident Response will not be updated with these changes.
  • You have to manually reconcile the team members assigned to the second service.

For more information about services, see Services in Incident Response.