Privilege Manager ServiceNow Setup

Setting Up ServiceNow Integration

Foreign System Configuration

The following are the steps to integrate Workflow between your ServiceNow Ticketing System and Integrations.

  1. Verify which ServiceNow User account you will use for your integration with Integrations. If you decide to create a new user account to manage your approval requests, make sure that it includes the required roles for your environment:

    • Web Service Admin web_service_admin and
    • Approval Admin approval_admin.
    • For ServiceNow MID Server environments, the mid_server role permission also needs to be added to the account.
    • The task Create ServiceNow Request Items requires temporary admin credentials for the ServiceNow instance. Once those items are created, the user does not need admin access anymore.

Refer to ServiceNow product documentation, specifically Base System Roles.

  1. Verify that the ServiceNow connector is installed for your Integrations Cloud instance:

    1. In the Integrations console navigate to Admin > Configuration and select the Foreign Systems tab.

    2. If the connector is installed, ServiceNow is listed under Foreign System.

      alt

  2. Select the Credentials tab.

  3. Click Create.

  4. Under Details, enter a Name and Description for your ServiceNow credentials.

  5. Under Settings, enter the information from your ServiceNow User account that was referenced in step 1 above, click Save Changes.

  6. Select the Foreign Systems tab.

  7. Select the ServiceNow link from the list of foreign systems displayed.

  8. Click Create.

  9. Enter a Name for your ServiceNow Server.

  10. Enter the Base URL from your ServiceNow instance https://[InstanceName].service-now.com/.

  11. Click Create.

  12. Assign the credentials you created previously to link to your instance.

    alt