New Release of the NetBox ServiceNow Integration: Location Support, Dynamic CI Classes, and Simplified Tenant Configuration

We’re excited to announce version 1.4 of the NetBox ServiceNow Integration. This release brings three significant capabilities that directly address feedback from organizations running the integration in production: full support for NetBox Locations, dynamic CI class management, and simplified tenant configuration.

For those new to the integration, the NetBox ServiceNow Integration enables bidirectional synchronization between NetBox and ServiceNow CMDB. Organizations use it to maintain consistent infrastructure data across both platforms, with flexible data flow patterns to match their operational needs. The integration works with both NetBox Cloud and NetBox Enterprise instances, including those behind firewalls through ServiceNow’s MID server.

Full Location Hierarchy Support

Version 1.4 adds support for NetBox Locations, addressing a gap in representing detailed physical infrastructure. NetBox models physical infrastructure with three distinct types: Regions for geographic groupings, Sites for physical facilities, and Locations for granular placement within sites like buildings, floors, rooms, and closets. Prior to v1.4, only Sites and Regions synchronized to ServiceNow, making it impossible to accurately track infrastructure at the building, floor, or room level.

ServiceNow’s cmn_location table now includes a NetBox Type field to distinguish between Sites, Regions, and Locations, with proper hierarchical relationships maintained during synchronization. Organizations can now model complete infrastructure topology from geographic regions down to specific closet locations while keeping NetBox and ServiceNow aligned.

Dynamic CI Class Management

Prior to v1.4, the integration used hardcoded mappings to determine which ServiceNow CI class a NetBox device would import into, based on keywords in the device role. ServiceNow’s CI classes define the schema for each configuration item in the CMDB and are organized hierarchically with inheritance from more general parent CI classes. The more specific the class, the more specialized attributes it contains for that type of equipment. Organizations with custom CI class hierarchies couldn’t leverage the integration without modifications.

Version 1.4 introduces the Class Manager, accessible through the NetBox menu in ServiceNow. The Class Manager lets administrators register any ServiceNow CI class for NetBox integration, whether standard classes like cmdb_ci_router or custom classes from your implementation. Once registered, classes appear in a custom field in NetBox devices. When you tag a device for synchronization, the integration imports it directly to the specified class.

This removes a significant constraint for organizations with specialized network infrastructure. If you track specialized equipment like industrial control devices, satellite communications gear, or custom appliances in NetBox, you can now map them to the appropriate CI classes in ServiceNow.

Simplified Tenant Configuration

We heard feedback that tenant mapping configuration was more complex than necessary for many deployments. Version 1.4 introduces a Tenant Usage configuration page where you simply choose how tenants should synchronize: as both Customers and Departments (which still requires Tenant Group IDs to distinguish between them), as Customers only, as Departments only, or not at all. For organizations synchronizing tenants in only one direction, this removes unnecessary configuration overhead while maintaining flexibility for those who need the full dual-type synchronization model.

Coming to the ServiceNow Store

NetBox Labs is now a ServiceNow Build Partner, and we’re working toward publishing the NetBox ServiceNow Integration as a certified application in the ServiceNow Store. We’ve heard from many customers and prospects asking for Store availability, and we’re targeting a release later this year. This will streamline installation and upgrades for ServiceNow administrators, while maintaining the robust functionality and support you expect from NetBox Labs.

What’s Next

Between Location support, dynamic CI classes, and simplified tenant management, v1.4 removes several operational constraints we’ve seen organizations work around. If you’re running the NetBox ServiceNow Integration and have been waiting for better location modeling or custom CI class support, v1.4 is worth the upgrade.

The complete documentation for v1.4, including installation guides, configuration details, and troubleshooting resources, is available in our ServiceNow Integration documentation. If you’re not yet using the integration and want to explore how NetBox and ServiceNow can work together for your infrastructure, reach out to our team.