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Configure ServiceNow

Complete these steps in your ServiceNow instance to create a service account and gather the values needed to connect the integration in Qualytics. With those in hand, the connection itself is made on the Qualytics side. See Add ServiceNow Connection.

Prerequisites

Before starting, review the ServiceNow instance requirements, service account requirements, and required roles.

Permissions

These steps are performed in your ServiceNow instance, not in Qualytics. Any ServiceNow user who can create a user account and assign roles can complete them. To connect the integration in Qualytics afterward, you need the Manager or Admin role there.

Steps

Step 1: Create the Service Account

  1. Navigate to User Administration → Users
  2. Click New to create a new user

svc-now-create-new-user

  1. Enter the User ID (e.g., qualytics_integration)
  2. Set a secure password
  3. Check "Web service access only" if the account should not have UI access
  4. Save the user record

svc-now-new-user-form

  1. Navigate to the Roles tab and assign the itil role

svc-now-user-role

Step 2: Verify API Access

Confirm that the REST API is enabled for your instance:

  1. Navigate to System Web Services → REST API Explorer

rest-api-explorer

  1. Verify you can access the Incident table API
  2. Test a simple GET request to confirm connectivity

svc-now-test-incident-table

  1. Verify the response returns successfully

svc-now-test-incident-table-with-result

Step 3: Network/Firewall Configuration

If your ServiceNow instance has IP restrictions, you may need to allowlist Qualytics IP addresses. Contact Qualytics support for the current list of egress IPs used by the Qualytics cloud platform.

Step 4: Gather Configuration Values

Collect the following values needed for Qualytics configuration:

Value How to Find Example
Instance URL Your ServiceNow URL https://your-instance.service-now.com
Credentials Service account username and password combined with a colon qualytics_integration:YourPassword
Category Names Incident → Right-click Category → Show choice list Software, Network
Subcategory Names Same process, filter by Category Email, Database
Assignment Group SysID User Administration → Groups → Copy sys_id a1b2c3d4e5f6...