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remove ITOM config option for case management #35443

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4ad92e3
remove ITOM config option for case management
roxanne-moslehi Mar 20, 2026
e58b63a
fix instructions
roxanne-moslehi Mar 20, 2026
14b5cda
Make note match docs style
OliviaShoup Mar 20, 2026
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4 changes: 2 additions & 2 deletions content/en/integrations/guide/servicenow-itom-itsm-setup.md
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@sscaglione-datadog sscaglione-datadog Mar 20, 2026

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re: Go to the Configure tab, then the ITSM tab, then the Case Management tab. - the ITOM/ITSM tab is for all Datadog objects that create records in ServiceNow (and Monitors will still write to ITOM), so I think this needs to stay as-is "ITOM/ITSM"...

do you think it's worth acknowledging why there's a dropdown with a Cases ITOM obj by adding a note like-
Note: Datadog will no longer support the Cases ITOM table as of

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@roxanne-moslehi roxanne-moslehi Mar 20, 2026

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good catch, we also just need to update the config experience in the product to eliminate confusion

Original file line number Diff line number Diff line change
Expand Up @@ -237,14 +237,14 @@ Case Management integration is not supported in the {{< region-param key=dd_data
</div>
{{% /site-region %}}

Send cases from Datadog to either the Datadog Cases ITOM or ITSM table in ServiceNow. ServiceNow stores incoming records and uses the installed update set to transform the records in the Event or Incident table. Datadog doesn't support custom payloads for these tables, or updates to the Events table.
Send cases from Datadog to the Datadog Cases ITSM table in ServiceNow. ServiceNow stores incoming records and uses the installed update set to transform the records in the Incident table. Datadog doesn't support custom payloads for this table.

<div class="alert alert-info">The user configuring the settings in ServiceNow must have both the <code>x_datad_datadog.user</code> and <code>admin</code> roles.</a></div>

1. In Datadog, go to the [ServiceNow integration settings][4] page.
1. Go to the **Configure** tab, then the **ITOM/ITSM** tab, then the **Case Management** tab.
1. Under **Sync ServiceNow with Case Management**, open the settings for your ServiceNow instance.
1. Beside **Case Table**, choose to send cases to either **Datadog Cases ITOM** or **Datadog Cases ITSM**.
1. Beside **Case Table**, choose to send cases to **Datadog Cases ITSM**. **Note**: ITOM is not supported for Case Management.
1. Navigate to the [**Case Management > Settings**][5] page, and expand your project. Then, [set up the ServiceNow integration][6] for that project.

### Configure Datadog Incident Management {#incident-management}
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