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ServiceNow Integration Requirements

What has to exist on the ServiceNow side before the integration can be connected, and what the account Qualytics authenticates as needs to be able to do.

The ServiceNow Instance

Requirement Details
Instance An active ServiceNow instance reachable over HTTPS.
Instance URL The full instance URL, in the form https://your-instance.service-now.com, with no trailing slash.
ITSM module Incident Management has to be active, since the integration works on the Incident table.
API access The REST API has to be enabled and reachable from the deployment. A self-hosted Qualytics behind a firewall needs outbound access to the instance, and the instance may need the deployment's addresses allowed through.

Unlike Jira, ServiceNow has no project concept for incidents, so there is nothing to pick or allow while connecting. Every incident the integration creates lands on the Incident table.

The Integration Account

Qualytics authenticates as one ServiceNow account and acts on its behalf: every incident it creates, every work note it posts, and every state change it makes is attributed to that account. A dedicated service account is easier to recognize in the incident history than a person's own login.

Value Details
Username An identifiable name such as qualytics_integration.
Password A strong password, stored securely.
Access Active, and not locked. Web service access is enough when the account never signs in to the interface.
Format The two are entered together as username:password, which is what the Credentials field expects.

Changing the account later

The credentials can be replaced at any time from the edit modal, and incidents created by the previous account keep their history. See Edit ServiceNow Connection.

Permissions in ServiceNow

The account needs the itil role, which is what lets it create and modify incidents. The full list, and what each permission is for, is on the Permissions page.

The rest_api_explorer role is optional and only useful for testing API calls by hand.

A role is not always enough

Enterprise instances often add Access Control Lists on the Incident table or on individual fields, which deny an account that holds the role. If requests are refused even with itil, see Requests Are Rejected as Forbidden.

See Also

  • Best Practices

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

    Best Practices

  • Permissions

    The roles, team permissions, and ServiceNow-side permissions each action needs.

    Permissions

  • How It Works

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

    How It Works

  • Sync Behavior

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

    Sync Behavior