ServiceNow Integration

Set up the ServiceNow integration to ingest incident and change management data into AI DLC Insights.

The ServiceNow integration enables AI DLC Insights to ingest incident and change management (ITSM) data from ServiceNow. This data can be used to track operational performance and correlate incidents and changes with engineering metrics in SEI dashboards.

AI DLC Insights supports the following authentication methods:

• API key authentication using a ServiceNow API key with permissions to read ServiceNow data

• Username/password authentication using ServiceNow account credentials

• OAuth authentication using a ServiceNow client ID and client secret

Prerequisites

Before you can configure the ServiceNow integration, ensure you have the following requirements:

• A ServiceNow instance URL

• Admin access to your ServiceNow account

• A ServiceNow service account with the required permissions

Ensure the ServiceNow service account has the following roles:

Role	Description
itil	Provides access to IT Service Management (ITSM) data such as incidents, change requests, users, and CMDB records.
personalize_choices	Allows SEI to retrieve choice field labels such as incident state and severity values.
personalize_dictionary	Allows SEI to retrieve field metadata and custom field definitions.
oauth_admin	Required only when configuring OAuth applications in ServiceNow.
user	Required to ingest user-related metadata for all users in the ServiceNow instance. Assign together with user_admin.
user_admin	Optional. Required only if you want to ingest extended user attributes.

To ingest user-related metadata for all users in the ServiceNow instance, ensure that user and user_admin roles are also assigned.

HARNESS IP ADDRESSES

If your ServiceNow instance uses IP allowlisting, ensure the required Harness IP addresses are added to the allowlist.

Go to Harness Platform IPs to add the required Harness IP addresses to your allowlist.

Configure OAuth in ServiceNow

To use OAuth authentication, create an OAuth application in ServiceNow.

1. Log in to ServiceNow with an administrator account.

2. Navigate to System OAuth > Application Registry.

3. Click New.

4. Select Create an OAuth API endpoint for external clients.

5. Enter a name for the application.

6. Add the redirect URL generated during the ServiceNow integration setup.

7. In the Auth Scopes section, add the table_read scope.

8. Save the application.

9. Copy the generated Client ID and Client Secret for use during integration setup.

   The Client ID and Client Secret are sensitive credentials. Store them securely.

Setup

To configure the ServiceNow integration:

1. From the SEI navigation menu, click Account Management.

2. From the Integrations page, navigate to the Available Integrations tab.

3. Locate the ServiceNow integration tile under Incident Management and click Add Integration.

4. Select an installation option: ServiceNow Cloud or ServiceNow On-Prem.

Once the integration is configured, Harness AIDI begins ingesting ITSM data from ServiceNow.

Custom fields

The Custom Fields tab allows you to map additional ServiceNow fields to SEI. You can use custom fields to include organization-specific metadata (such as priority, assignment group, or custom attributes) in your SEI dashboards and reports.

You can map custom fields by defining filter sets for incident and change request identification on the Incident Management tab in Team Settings.

Once configured, these fields are included in data ingestion and become available for filtering and analysis in AI DLC Insights.

Integration monitoring

To monitor the status of the ServiceNow integration, navigate to the Monitoring tab. This page displays ingestion logs that provide visibility into data synchronization.

You can click the Filters icon to filter logs by Status (Success, Failed, Pending, or Scheduled).

Each ingestion log includes the following fields:

Field	Description
Scan Range Time	The time window of data retrieved from ServiceNow during the ingestion task.
Data Retrieval Process	The ingestion job responsible for fetching data from ServiceNow.
Task Start Time	The timestamp when the ingestion task began running.
Status	The current state of the ingestion task (for example, Success, Failed, Pending, or Scheduled).
Time to Complete	The total duration required for the ingestion task to complete.
Retries	The number of times the ingestion task was retried after a failure.