The Workia Integration for ServiceNow connects the two platforms so mobility teams can access and manage ServiceNow requests alongside employee cases, approvals, tasks, reporting and other mobility workflows, while IT and support teams continue working in ServiceNow.

Employee moves involve collaboration across HR, IT, payroll, workplace services and other internal teams. Without a connected workflow, mobility teams often spend time switching between systems, chasing updates or manually sharing information. Workia centralises mobility workflows in one place. The Workia Integration automatically synchronises ServiceNow incidents and Workia tickets, keeping statuses, ownership, comments and key information synced across both platforms. This reduces manual administration, improves collaboration and helps mobility teams deliver a smoother employee experience.

Purpose built for global mobility, the integration enables each team to continue working in the platform best suited to their role, while maintaining data across both systems. Organisations can choose which ServiceNow request categories are synchronised with Workia, ensuring mobility teams only see the requests relevant to employee moves. With straightforward configuration, secure authentication and bidirectional synchronisation, organisations can deploy the integration quickly without disrupting existing workflows.

  Bidirectional incident sync — ServiceNow Incidents and Workia Mobility Tickets stay in step automatically. Updates flow in both directions: incident edits in ServiceNow propagate to the linked Workia ticket, and ticket changes in Workia are written back to the ServiceNow incident.

  Comment and work-note sync — Public comments and private work notes round-trip between the two systems, with author attribution preserved.

  Customer-managed category mapping — A scoped Synced Categories table lets admins map their existing Incident Category values to Workia Mobility Ticket types without touching code.

  OAuth 2.0 client-credentials authentication — Industry-standard, scope-restricted tokens both inbound (Workia → SN) and outbound (SN → Workia). Tokens are bound to the Workia Mobility API surface only.

  Event-driven, off-transaction outbound sync — Updates queue through ServiceNow's event system and run on the scheduler thread, never blocking the originating user transaction.

  Guided Setup wizard — Walks customer admins through OAuth registration, integration user creation, and category mapping with one click per step.