Transform data with the Service Exchange transform framework

  • Release version: Australia
  • Updated May 13, 2026
  • 2 minutes to read
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    Summary of Transform data with the Service Exchange transform framework

    The Service Exchange Transform Framework enables ServiceNow customers to integrate and transform remote task data exchanged between two ServiceNow instances. This is particularly useful for providers and consumers collaborating on incidents, cases, and service requests by converting data between corresponding tables and fields, facilitating seamless communication and task resolution.

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    Key Features

    • Transform Types: Customers can choose from several transform options to handle data conversion effectively:
      • Simple Transform: Uses predefined inbound and outbound field values for straightforward state or status mappings.
      • Advanced Transform: Allows scripting to customize data conversions, such as correlating sysid values for reference fields.
      • Virtual Inbound: Scripts to transform or set values for inbound virtual fields, requiring specification of the inbound field.
      • Virtual Outbound: Scripts to transform or set values for outbound virtual fields, requiring specification of the outbound field.
      • Global Transform: Defines default transforms applicable across all consumer accounts unless overridden by account-specific transforms.
    • Reusable Definitions: Transforms can be created once and applied across multiple remote task definitions to maintain consistency and efficiency.

    Important Considerations

    • Transforms run twice on updates to detect field changes. Conditions in transforms might trigger actions twice, potentially causing false positives. Customers should be aware of this behavior to avoid unintended outcomes.
    • Account-specific transforms take precedence over global transforms, allowing customization per consumer relationship.

    Practical Use

    ServiceNow customers acting as providers can configure these transforms in the Service Exchange application to harmonize data with consumers’ instances, ensuring accurate and reliable task data exchange. This capability supports efficient incident and case management across organizational boundaries.

    Use the Transform Framework to integrate tasks between two ServiceNow instances to transform remote task data in the Service Exchange application.

    As a provider, you can use the Transform Framework to transform your inbound and outbound data (such as incidents, cases, and service requests) of the remote tasks between your ServiceNow instance and your consumer's instance. To learn what a remote task is, see Remote tasks.

    While using the Service Exchange for Providers application, you and your consumer can exchange the remote task data through tables and fields. The Transform Framework helps you to convert the data between those tables and fields so that you and your consumer can easily communicate with each other while resolving the incidents, cases, and consumer requests. Transforms can be created once and used across all remote task definitions.

    You can use the following transform types in the Transform Framework for your remote tasks:
    • Simple: Select the simple transform option to use the predefined values of the inbound and outbound fields for your remote tasks. For example, by using this transform type, you’re converting the Open state of an incident in the provider's ServiceNow® instance to the In Progress state in the consumer's ServiceNow instance.
    • Advanced: Use an advanced transform where you run a script to determine the inbound and outbound data values for your remote tasks. For example, use this transform type to convert an incoming sys_id into a correlated sys_id for a reference field.
    • Virtual Inbound: Use this to transform or set a value for an Inbound Virtual field. This option uses a script to transform the data and adds a mandatory Inbound Field field.
    • Virtual Outbound: Use this to transform or set a value for an Outbound Virtual field. This option uses a script to transform the data and adds a mandatory Outbound Field field.
    • Global: Use the global transform option to create a default transform definition that can be applied to all consumer accounts.
      Note:
      A matching company or account specific transform overrides the Global transform option.
    Note:
    A transform runs twice on every update to determine which of the mapped fields have changed. If the transform includes a condition, that condition can be met on both runs, causing the action tied to it to run twice instead of once and produce a false positive. To learn more about the behavior, see Service Bridge: Preventing False Positives in Service Bridge Transform Conditions on the ServiceNow Community.

    To learn how to create a transform, see Create a transform in Service Exchange.