SEI ServiceNow integration

ServiceNow is used to set up systems that define, manage, automate and structure IT services for companies. You can use the SEI ServiceNow integration to integrate SEI with ServiceNow Cloud and ServiceNow On-Prem accounts.

This integration allows you to track, manage, and analyze incidents, and change requests in real-time, leading to improved efficiency and enhanced productivity.

Requirements

OAuth Credentials

To configure the integration using OAuth-based authentication, you'll need to generate the following credentials in your ServiceNow instance:

• ServiceNow Client ID
• ServiceNow Client Secret

These credentials are essential for secure, token-based authentication between your application and the ServiceNow platform. To generate the credentials, go to Create a Client ID and Client Secret in ServiceNow

Required permissions

When configuring the ServiceNow integration, ensure the user has the following roles:

• itil: Provides access to IT Service Management (ITSM) functionalities.
• oauth_admin: Required only if using the OAuth flow for creating integrations. This role allows management of OAuth applications.
• personalize_choices: Enables customization of choice lists.
• personalize_dictionary: Allows modification of dictionary entries.

To fetch data for all users within the ServiceNow instance, the following roles are required:

• user: Basic role assigned to all ServiceNow users.
• user_admin: Provides administrative capabilities over user accounts.

Create a Client ID and Client Secret in ServiceNow

To create a Client ID and Client Secret in ServiceNow, follow these steps:

Interactive Guide

Step-by-step

• Log in to the ServiceNow platform with an admin account.

• Navigate to System OAuth > Application Registry.

• Click the New button to create a new application registry.

• Select Create an OAuth API endpoint for external clients.

• Enter a descriptive name for the application registry, e.g., "SEI Connect".

• Locate the Redirect URL in the SEI ServiceNow integration configuration settings. Click the lock button and paste the Redirect URL copied from SEI.

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

• Click Submit to create the application registry.

• After the successful creation of the application registry, open the newly created application.

• Click the lock button to display the Client Secret.

• Copy and save the Client ID and Client Secret, as they will be required during the integration configuration on the SEI platform.

Please note that the Client ID and Client Secret are sensitive credentials and should be handled with care.

Connect with ServiceNow Cloud

Step 1: Select the integration

• In your Harness project, go to the SEI module, and select Account.
• Select Integrations under Integration and Data Settings.
• Select Available Integrations, locate the ServiceNow integration under the Others integration tab and select Install.

Step 2: Choose the Type of ServiceNow setup

• Choose your ServiceNow type:
  • ServiceNow Cloud
  • ServiceNow On-Prem

In this case select the type of ServiceNow setup as ServiceNow Cloud

Step 3: Configure the integration

The ServiceNow integration can set up the authentication either by using Username and Password or by using OAuth mode of authentication.

Username/Password

• Add the Name for the integration, which is mandatory. You can add Description and Tags (Optional).
• Add the URL of your ServiceNow application instance, for example, "https://xyz.service-now.com". Make sure it's a valid URL.
• Choose the authentication mode as Use ServiceNow Username/Password. Add the Username and Password, for your ServiceNow account.
• You can click on Advanced Configurations and choose the Fields you wish to exclude from ingestion. You might exclude fields containing sensitive information such as Summary, Description, and Comments.
• Click on the Next: Validate Connection. It will establish a connection with the provided URL, perform authentication, and then run the preflight checks. If everything is successful, you will see a message confirming a successful connection.
• Click on the Done button and the integration will be successfully saved.

OAuth

• Add the Name for the integration, which is mandatory. You can add Description and Tags (Optional).
• Add the URL of your ServiceNow application instance, for example, "https://xyz.service-now.com". Make sure it's a valid URL.
• Choose the Authentication Method as Use ServiceNow OAuth
• Add the ServiceNow Client ID and Client Secret that you generated after creating the application registry in ServiceNow
• Click on the Connect ServiceNow button. This will redirect you to the ServiceNow application.
• Allow the application, and it will redirect you back to SEI
• Click on Validate Connection to run the pre-flight checks and on successfull authentication the integration will be saved in your account.

ServiceNow On-Prem

Step 1: Select the integration

• In your Harness project, go to the SEI module, and select Account.
• Select Integrations under Integration and Data Settings.
• Select Available Integrations, locate the ServiceNow integration under the Others integration tab and select Install.

Step 2: Choose the Type of ServiceNow setup

Select the type of ServiceNow setup as ServiceNow On-Prem

Step 3: Configure the integration

The ServiceNow on-prem integration can set up the authentication only using the ServiceNow account's Username and Password.

• Add the Name for the integration, which is mandatory. You can add Description and Tags (Optional).
• Add the URL of your ServiceNow application instance, for example, "https://xyz.service-now.com". Make sure it's a valid URL.
• Add the Username and Password for your ServiceNow account.
• Click on Download YAML File to download the satellite.yml file.
• Click on the Done button and the integration will be successfully saved. Once you have downloaded the satellite.yml file update it following the instructions here.

Here’s a sample satellite.yml file:

satellite:
  tenant: <ACCOUNT_NAME>
  api_key: <SEI_API_KEY>
  url: <SEI_ENV_URL>
integrations:
  - id: <INTEGRATION_ID>
    url: <SERVICENOW_URL>
    username: <SERVICENOW_USERNAME>
    application: servicenow
    api_key: <SERVICENOW_PASSWORD>

What data is ingested

The data is updated every hour. The following details are ingested from the ServiceNow platform using this integration. To find the detailed list of the data ingested, go to ServiceNow integration datasheet.

Incidents

Details like the incident number, state, priority, impact, assignments, updates, resolution information, and other relevant incident data are ingested.

Change Requests

Information about change requests, including number, state, priority, impact, assignments, updates, approval details, and other relevant change request data is ingested.

Users

User information like name, employee number, username, email, and other user-related details is ingested.