Events in Workplace Calendar Synchronization

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Events in Workplace Calendar Synchronization

    Workplace Calendar Synchronization automatically creates events for every reservation-related action within the Workplace Reservation Management system. These events track reservation creation, updates, cancellations, and calendar reads, providing a detailed audit trail of synchronization activities between the reservation portal and calendar providers like Google Calendar and Microsoft Exchange.

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    Key Features

    • Event Types: The system generates specific event types for different actions:
      • Create: Triggered when a new reservation is made.
      • Update: Triggered when a reservation is modified or checked out.
      • Delete: Triggered when a reservation is canceled or marked as No Show.
      • Read: Used by Google Calendar and Microsoft Exchange On-Premises to read reservations from room calendars.
      • Retrieve Attendees: Specific to Microsoft Exchange On-Premises to obtain attendee details, which are not included in Read events.
    • Event Lifecycle: Events begin in a New state and progress through Processing, Processed, or Error based on their handling status.
    • Event Details: Each event captures:
      • Reservation reference and location.
      • Action type and calendar provider.
      • Payload details in string format reflecting reservation data from the portal form.
      • Provider payload showing the data as formatted by the calendar provider.
      • Response from the calendar provider after processing, including error messages if any.
    • Data Formatting: Payload, Provider Payload, and Response fields can be toggled between string and JSON formats for better readability using the Format JSON option.
    • Manual Reprocessing: If an event processing fails, ServiceNow users can manually reprocess the event using the Re-process option to ensure synchronization completeness.

    Key Outcomes

    By monitoring and managing these events, ServiceNow customers gain transparent visibility into their reservation synchronization processes, enabling timely identification and resolution of synchronization errors. This ensures reliable calendar data consistency across Workplace Reservation Management and integrated calendar providers, improving workplace resource management and user experience.

    For every reservation-related action, an event is created in Workplace Calendar Synchronization

    About Events

    When a synchronization is performed, the Workplace Calendar Synchronization application creates an entry for every new reservation, creation, reservation update, and reservation cancellation. To view events, navigate to All > Workplace Calendar Synchronization > Synchronization > Events.

    The following events are created:
    • Create: A Create event is created whenever a reservation is created in the Workplace Reservation Management Reservation portal.
    • Update: An Update event is created whenever there’s an update to the reservation created in the Workplace Reservation Management Reservation portal or when a reservation is checked out
    • Delete: A Delete event is created whenever there is a reservation cancellation or a No show.
    • Read: A Read event is created when the Workplace Reservation Management application intends to read the reservations created on the rooms calendar in the calendar provider. The Read event is created only for Google Calendar and Microsoft Exchange On-Premises calendar providers.
    • Retrieve attendees: The Retrieve attendees event is created for Microsoft Exchange On-Premises calendar provider to retrieve details related to attendees included in a reservation. The Read event does not return attendee details for Microsoft Exchange On-Premises calendar provider.

    Event details

    When an event is created, it is set to New state by default. Depending on the processing, the state changes to Processing, Processed or Error.

    When an event is created, the event details on an Event form are displayed as follows:
    • In the Request related list:
      • Payload: The Payload field contains the details of the reservation in a string format. It contains reservation-related details such as it create, update, or cancel. The format of the payload is set based on the Reservation portal form.
      • Provider payload: The Provider payload contains the same details displayed in the Payload field but in the format of the calendar provider's reservation form. That is, in the format in which the calendar provider reads.
    • In the Response related list, the Response field displays the response to the event from the calendar provider in a string format.
      • The response is displayed only when an event is processed. That is, when an event is set to Processed or Error.
      • When an event returns an error, you can view the error-related details in the Response field
    • On the form, you can view details such as:
      • The reservation for which the event is created.
      • Location of the event.
      • State and substate of the event.
      • For what action the event is created.
      • The provider for which the event is created.
      • The error details if an event results in an error.
    • You can also change the Payload, Provider Payload and Response format from string format to JSON format using the Format JSON option. The Format JSON helps with the readability of these fields.
    • If an event fails, you can also manually reprocess the event using the Re-process option.