# ServiceNow Integration Permissions

Source: https://userguide.qualytics.io/settings/integrations/ticketing/servicenow/deep-dive/permissions/

This page covers the roles and permissions required to configure and use the ServiceNow integration in Qualytics.

> **Note: Two Permission Layers**
>
> Permissions for the ServiceNow integration are split into two layers:
>
> - **Qualytics User Role** (Admin, Manager, Member) controls who can manage the integration and perform global actions.
> - **Team Permission** (Editor, Author, Drafter, Viewer, Reporter). For actions that touch a specific anomaly, the user must also have the right permission on the anomaly's datastore team.

## Integration Configuration

Actions that manage the integration itself (connecting, viewing, disconnecting).

| Action | Member | Manager | Admin |
| --- | --- | --- | --- |
| View integrations list | Not allowed | Allowed | Allowed |
| View ServiceNow integration details | Not allowed | Allowed | Allowed |
| Connect ServiceNow integration | Not allowed | Allowed | Allowed |
| Disconnect / delete integration | Not allowed | Allowed | Allowed |
| Search ServiceNow incidents | Not allowed | Allowed | Allowed |
| Get ServiceNow incident by ID | Not allowed | Allowed | Allowed |

> **Note: Single Integration**
>
> Only one ticketing integration can be active at a time. Connecting a ServiceNow integration while Jira is already connected will fail until the existing one is disconnected.

## Ticket Operations on Anomalies

Actions that create or manage links between anomalies and ServiceNow incidents. These require **both** the right user role **and** the right team permission on the anomaly's datastore.

| Action | Member | Manager | Admin | Team Permission |
| --- | --- | --- | --- | --- |
| View linked tickets on an anomaly | Allowed | Allowed | Allowed | Reporter |
| Create a ServiceNow incident from an anomaly | Not allowed | Allowed | Allowed | Author |
| Link an existing ServiceNow incident to an anomaly | Not allowed | Allowed | Allowed | Author |
| Remove a link between an anomaly and an incident | Not allowed | Allowed | Allowed | Author |
| Change a linked incident's sync mode | Not allowed | Allowed | Allowed | Author |

> **Info: Team Permissions Hierarchy**
>
> Team permissions are hierarchical: **Editor → Author → Drafter → Viewer → Reporter**. Higher-tier permissions automatically include all lower-tier permissions. For example, a user with Editor permission automatically satisfies any action requiring Author, Drafter, Viewer, or Reporter.
>
> See [Team Permissions](https://userguide.qualytics.io/settings/access/teams/team-permissions/overview/) for details.

## How Both Layers Work Together

For ticket operations on anomalies, **both** layers must be satisfied:

1. The user must have the required **Qualytics user role** (e.g., Manager+ to create tickets).
2. The user must have the required **team permission** on the anomaly's datastore (e.g., Reporter to view, Author to link).

**Examples:**

- A **Member** with **Editor** team permission **cannot** create a ServiceNow incident, because Member is blocked at the user-role layer.
- A **Manager** without team membership in the datastore **cannot** create incidents for anomalies in that datastore, because they are blocked at the team layer.
- An **Admin** bypasses team permissions entirely and has full access regardless of team membership.

## UI Behavior Without Permission

| Scenario | What the User Sees |
| --- | --- |
| Member opening the Integrations page | The Integrations tab is not shown in Settings and a direct URL redirects away, so the ServiceNow integration cannot be viewed, connected, edited, or deleted. |
| Member viewing an anomaly with linked tickets | The linked tickets list is visible (read-only) if they have Reporter permission on the datastore. |
| Member trying to create/link a ticket | The **Link or create ticket** button in the Tickets section is not shown, even with the **Author** team permission, because linking and creating tickets also require the **Manager** role. |
| Manager without team access to a datastore | Cannot create or link tickets for anomalies in that datastore even with Manager role. |

## ServiceNow-Side Permissions

The ServiceNow service account used for the integration must have the following roles:

| Role | Purpose |
| --- | --- |
| `itil` | Allows creation and modification of Incident records |
| `rest_api_explorer` (optional) | Useful for testing/troubleshooting API calls |

See [Requirements](https://userguide.qualytics.io/settings/integrations/ticketing/servicenow/deep-dive/requirements/) for the full list of service account requirements.

> **Info: Full User Roles Reference**
>
> For the complete User Roles matrix across all Qualytics features, see the [User Roles](https://userguide.qualytics.io/settings/access/users/roles/overview/) page.

## See Also

- **How It Works**

  Data flow direction, what gets synced, field mapping, and what the integration can and cannot do.

  [How It Works](https://userguide.qualytics.io/settings/integrations/ticketing/servicenow/deep-dive/how-it-works/)
- **Sync Behavior**

  What happens on each operation: creating and linking incidents, the incident states, and the two sync modes.

  [Sync Behavior](https://userguide.qualytics.io/settings/integrations/ticketing/servicenow/deep-dive/sync-behavior/)
- **Requirements**

  The ServiceNow instance, the account Qualytics authenticates as, and what it must be allowed to do.

  [Requirements](https://userguide.qualytics.io/settings/integrations/ticketing/servicenow/deep-dive/requirements/)
- **Best Practices**

  Reading the Tickets panel, and the choices that keep incidents and anomalies in step.

  [Best Practices](https://userguide.qualytics.io/settings/integrations/ticketing/servicenow/deep-dive/best-practices/)

*Last updated: October 9, 2026.*