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ServiceNow

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

This guide shows you how to configure AI DLC Insights to ingest incident and change management data from a ServiceNow instance. Once configured, you can correlate ServiceNow incidents and changes with engineering metrics in AI DLC dashboards.

AI DLC Insights can be configured to ingest IT Service Management (ITSM) data from a customer-managed ServiceNow instance. This data can be used to track operational performance and correlate incidents and changes with engineering metrics in AI DLC dashboards.

ServiceNow is a trademark of ServiceNow, Inc. Harness is not affiliated with, endorsed by, or sponsored by ServiceNow, Inc. This documentation describes configuration of Harness with a customer-managed ServiceNow instance.

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

Before you begin

Before configuring AI DLC Insights for a ServiceNow instance, ensure you have the following:

  • Harness account with AI DLC Insights enabled: You need access to AI DLC Insights in Harness when it is entitled on your account. For how to access or create a Harness account, go to Getting started with Harness Platform.

    CONTACT HARNESS SUPPORT

    If AI DLC Insights does not appear, contact your account administrator or Harness Support.

  • Integration permissions in AI DLC Insights: You need permissions to create and manage integrations in AI DLC Insights. An administrator must assign you a role that includes integration management permissions. Go to RBAC in Harness and Manage roles to configure roles.

  • ServiceNow instance URL: The base URL of your ServiceNow instance (for example, https://your-instance.service-now.com).

  • Admin access to your ServiceNow account: Needed to create a service account and assign roles.

  • ServiceNow service account with required roles: Create a dedicated service account in ServiceNow with the following roles:

    Role
    Description

    itil

    Provides access to IT Service Management (ITSM) data such as incidents, change requests, users, and Configuration Management Database (CMDB) records.

    personalize_choices

    Allows AI DLC to retrieve choice field labels (dropdown/picklist values such as incident state and severity).

    personalize_dictionary

    Allows AI DLC 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 allowlisted (if applicable): If your ServiceNow instance uses IP allowlisting, add the required Harness IP addresses to the allowlist. Go to Harness Platform IPs to view the IP addresses.

Configure OAuth in ServiceNow

To use OAuth authentication, create an OAuth application in ServiceNow before starting the integration setup in AI DLC. You will need the Client ID and Client Secret during the AI DLC integration setup.

  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. Leave the Redirect URL field empty for now. You will add the redirect URL generated by AI DLC during the integration setup in the next section.

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

  8. Click Submit to 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.

  10. After you complete the integration setup in AI DLC (which generates the redirect URL), return to this OAuth application and add the redirect URL to the Redirect URL field.

Configure the ServiceNow integration

To configure AI DLC to connect to a ServiceNow instance:

  1. In the Harness navigation, go to AI DLC Insights.

  2. From the AI DLC navigation menu, click Account Management.

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

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

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

Once configured, AI DLC begins ingesting ITSM data from the customer-managed ServiceNow instance. Ingestion begins immediately and runs on a scheduled interval. You can view ingestion status on the Monitoring tab (described below) and access ServiceNow data in AI DLC dashboards after the first sync completes.

Custom fields

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

To map custom fields:

  1. From the integration settings page, click the Custom Fields tab.

  2. Define filter sets for incident and change request identification on the Incident Management tab in Team Settings.

For example, you can map a custom Priority field from ServiceNow to filter incidents by priority level in AI DLC reports.

The Team Settings page with Incident Management custom field mapping configuration

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

Integration monitoring

To monitor the status of the ServiceNow integration:

  1. From the AI DLC navigation menu, click Account Management.

  2. From the Integrations page, click the ServiceNow integration.

  3. Click 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.

Troubleshooting

Validation fails with 'Invalid credentials' error in AI DLC ServiceNow integration setup

Verify that the ServiceNow username, password, or API token is correct. Ensure the service account has the required roles (itil, personalize_choices, personalize_dictionary) assigned in ServiceNow.

ServiceNow filter query returns no results in AI DLC Insights

Check the filter query syntax for errors. Test the query directly in ServiceNow by navigating to the Incidents or Change Requests table and applying the query string in the filter bar. Ensure the query returns results in ServiceNow before adding it to the AI DLC integration.

OAuth authorization fails when connecting AI DLC to ServiceNow

Verify that the Client ID and Client Secret are correct. Ensure the redirect URL generated by AI DLC is added to the OAuth application configuration in ServiceNow. Check that the service account has the oauth_admin role assigned if OAuth configuration is required.

Next steps

You have successfully configured the ServiceNow integration. AI DLC now ingests incident and change management data from ServiceNow. You can view ServiceNow data in AI DLC dashboards and correlate incidents with engineering metrics.

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