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.

Prerequisites

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

Steps

Step 1: Create the Service Account

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

1. Navigate to the Roles tab and assign the itil 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

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

1. Verify the response returns successfully

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...

Next Step

With the service account created and the values gathered, you can now connect the integration on the Qualytics side. See the Add Connection guide.