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Phillip Godwin
ServiceNow Employee

If you're evaluating Service Exchange or getting ready to onboard a connected organization, one of the first questions that comes up is usually around security — how data moves, what's protected, and what each side is responsible for.

 

We've put together a concise technical summary that Service Exchange providers can share directly with prospective consumers. It covers transport and authentication, what data actually crosses the connection, and a clear breakdown of security responsibilities for both sides.

 

The document is attached to this article below — providers, feel free to share it with any organization you're onboarding or in conversation with.

 

If you have questions after reading it, drop them in the comments and we'll do our best to help.

 

Comments
ShaneDXC
Tera Contributor

I had a question about section 3 of your document, as I am running into some issues with passing additional data via a Proactive Case (Provider Task) from the Provider instance to the Consumer instance.
In addition to the OOB fields sent from a Provider Case, we are trying to pass some additional fields, including:

  • Configuration Item [cmdb_ci] -> Configuration Item [cmdb_ci]
    (the associated CI's are included in FDS from the Provider to the Consumer instance)
  • Channel [contact_type] -> Contact Type [contact_type]
  • Priority [priority] -> Priority [priority]

How can this be achieved without requiring customization/changes on the Consumer instance?

We are currently running Service Exchange for Providers v2.3.29

Version history
Last update:
‎06-17-2026 08:06 AM
Updated by:
Contributors