Establish Connectivity to ServiceNow

This article describes how to connect to ServiceNow in order to load data into Datasets and map ServiceNow Reports to Metric Insights External Reports.

ServiceNow Plugin currently supports only Basic Authentication (TLS encrypted). Our recommendation is to use a Service Account to connect to the ServiceNow Rest API. The Service Account requires the following permissions in ServiceNow in order to integrate properly with Metric Insights:

  1. Required Standard User Roles:
    • rest_api_explorer
    • web_service_admin
    • itil
    • personalize_dictionary
  2. Required Custom User Role:
    • u_just_db_viewer
      • The u_just_db_viewer role must be added to the following ACL tables (see image below):
        • sys_upgrade_history
        • sys_db_view

NOTE: Through the API, sys_upgrade_history is queried to get the ServiceNow version, and sys_db_view to get information about views. Both are required to pull data (if that is a use-case).

How to Find User Roles
How to Find Tables

1. Add New Data Source

Access Admin > Collection & Storage > Data Sources

  1. [+ New Data Source]
  2. Plugin: Choose "ServiceNow" form the drop-down list.
  3. [Next]

2. Specify Required Parameters

  1. Data Source Name: provide a descriptive phrase.
  2. [Create]
  3. Auth Type: select the required auth type:
    • For Password, use the ServiceNow credentials as described in this section;
    • For Identity Profile, select the existing Identity Profile in the Identity Profile field that will appear instead of Username and Plugin Password.
  4. Server: provide the ServiceNow instance's URL.
  5. Username and Plugin Password: provide for the ServiceNow instance's credentials.

Optionally, toggle on Enable On-Demand Element Creation.

3. Proceed with Advanced Configuration

Advanced Configuration settings can be set to default values unless Data Source requires more precise tuning. For more details on how to proceed, refer to Advanced Data Source Configuration.

Click [Test Connection] in the upper right corner.