Unifi questions, answered before the first call

Unifi is a certified ServiceNow Store app. You install it from the Store using the Application Manager in your instance, and manage which instances it’s entitled on through the Store. A few features need one extra script include, which we provide as an update set.

Anyone familiar with ServiceNow can use Unifi. We recommend that developers have some ServiceNow integration experience, and experience with REST or SOAP APIs and tools like Postman helps.

Yes. Unifi is designed and approved to work on any ServiceNow instance. On-premise and FedRAMP instances usually need a little more setup on your side, such as firewall configuration, and FedRAMP’s stricter controls can add some time to procurement.

Usually your team. Unifi is built for ServiceNow teams to build and run integrations, so most of an integration is configuration rather than code, and every one follows the same pattern instead of one developer’s habits. We start with a workshop on your process and theirs, then support you from the first integration onwards.

Unifi is licensed per year through the ServiceNow Store, with no charge per transaction. However much data your integrations send, you know what you’ll pay.

Any system with a REST or SOAP API, including ServiceNow, Jira, Freshservice and other service management tools, and email where that’s the only option. Unifi runs only on ServiceNow: it connects from your instance to the other system, so nothing needs installing on their side. If the other company also runs ServiceNow, they can run Unifi too.

Very likely. Unifi is built around eBonding and handles many other kinds of integration too, but it isn’t the right tool for every job. Tell us about your use case and we’ll tell you, even if the answer isn’t Unifi.

No. A connector maps fields between two systems and assumes both sides work the same way, and they rarely do. Unifi gives you the building blocks to build each integration around your process and theirs: clicks for most of it, script where you need it. Once an integration is built, you can copy it, so the next one starts most of the way done.

As many as you need. Unifi is built for unlimited integrations.

Yes. Unifi fully supports SIAM models, where one process depends on several systems. A single ticket can have several active integrations at once, each with its own configuration, settings and queue.

Yes. Every table in your instance can be integrated, scoped tables included once they’re cross-scope compatible, and Unifi supports more complex ticket and task models. Processes like Change and Request can bring extra challenges, which are best talked through with us early.

Yes. Attachments can be sent inside messages or streamed directly to the other system, and each integration has its own settings for size limits and allowed file types.

Near real-time. Unifi sends each change as it happens, usually within a second or two. On a heavily loaded instance it can take a few seconds, because Unifi works alongside everything else your instance is doing rather than competing with it. Messages are sent asynchronously, so your agents never wait for the other system when they save a ticket. Each record has its own queue, so updates arrive in the order they happened, and you can set receipts to confirm each message was processed.

Nothing is lost. Each record has its own queue, so messages wait in order until the other side is back. Unifi retries automatically, and you can pause and resume an integration, manually or automatically, around planned downtime.

Unifi can retry, replay, ignore, repair, pause and resume, with timeouts, delays and limits set per integration. You decide how errors are handled, down to individual requests. Every error is visible in context, and Unifi can raise an incident so the right team hears about it.

Yes. A live monitoring dashboard shows transaction throughput and the status of each integration, and a system dashboard shows how your integrations are used over time. Every transaction is logged in detail, to the millisecond and in context, so problems are quick to trace.

Unifi is limited only by your instance: the nodes and web service workers it has available. In theory that’s several hundred transactions a second; most customers send a few hundred an hour. Anything that can run asynchronously does, so Unifi works alongside everything else on your instance.

Yes. Once your team has tested an integration manually, Unifi can generate automated tests from real operations in one click. The Unifi Test Assistant replays them in a closed loop, standing in for the other system, so no data leaves your instance and regression testing during upgrades takes seconds instead of hours. Testing both ends of an eBond is still a joint job for the teams who run each system.

The two current ServiceNow releases. When ServiceNow brings out a new release, we do our best to certify Unifi on it before it goes live. For a short time Unifi covers the new release and the current one, and the oldest drops out of support soon after. We test Unifi against every weekly ServiceNow patch on the oldest and newest supported releases.

Yes, every customer can upgrade whenever we release a new version. We typically release two updates a year, installed through the Application Manager in your instance, and urgent fixes can arrive sooner as hotfixes. You always choose when to install; nothing is forced on you. We recommend upgrading Unifi alongside your ServiceNow upgrades, so you test your integrations and your processes together.

Minor versions, for example 2.1 to 2.2, are always intended to be compatible. On the rare occasions a release isn’t fully backwards compatible, we increase the major version number, for example 2.2 to 3.0, and document the change in the release notes.

Direct support from our own team, founders included, through the ShareLogic Support Portal. Customers rated it 4.9 out of 5 over the past 12 months. We’re available during UK business hours (typically Monday to Friday, 9am to 5pm UK time) and aim to respond within one to two business days. Other support arrangements can be discussed.

Unifi is designed so your own team can build and run your integrations. We usually work alongside you on the first one or two, so your team learns on the job. Beyond that, we can provide some professional services, and we have trusted partners you can call on. Tell us what you’re planning and we’ll suggest the right mix.

No. Unifi runs entirely inside your ServiceNow instance, with no middleware, and nothing is processed by us. Data only goes to the systems you integrate with, as you define them. Unifi uses ServiceNow’s own security and roles, and every integration has its own authenticated user.

Unifi supports any authentication method ServiceNow’s web APIs support, typically Basic, OAuth 2.0, token and mutual authentication. Encryption depends on the system you connect to, and we always recommend HTTPS with TLS.

You can, and for quick one-way jobs ServiceNow’s own tools are often the right choice. For eBonding, a custom build or a flow still leaves you to make the queueing, logging, error handling and per-customer settings yourself, then maintain them for every integration. Unifi gives you all of that, for ServiceNow and any other system with an API.

Yes. Service Bridge is the earlier name for ServiceNow Service Exchange, which connects ServiceNow instances in a provider and consumer model. Unifi works differently: it connects your instance to any system the other side uses, ServiceNow included.

‍See how Unifi and Service Exchange compare.

No. Unifi doesn’t rely on Integration Hub or any other ServiceNow subscription. It’s licensed per year through the ServiceNow Store, with no charge per transaction, and it was built before most of ServiceNow’s own integration tools existed.

‍See how Unifi and Integration Hub compare.

Remote Process Sync, part of Integration Hub, keeps processes in step between ServiceNow instances and needs an Integration Hub subscription. Unifi connects to ServiceNow and any other system with an API, and each integration is built around your processes.

‍See how Unifi and Remote Process Sync compare.