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: 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 to import from the list of your enterprise ServiceNow instance application services.
  4. Click Import service & continue.
  5. Choose from these options when importing a service:
    • Add users associated with the application service as part of the support group, if they haven't already been imported. You can also add their corresponding roles.

      For this option, select Yes, include <number> users, where <number> is the number of users you’re importing along with the service.

    • Create an on-call team with the support group that is associated with the service. For this option, select the check box.
      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.
    • Skip adding users and continue with importing only the service. For this option, select Skip.
    ServiceNow import dialog box.
    Note: To remove a user from the import list, you can click the delete icon (Delete icon) next to the user.


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.