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Integrating ServiceNow

Capabilities​

DataGrail's ServiceNow integration provides the following capabilities:

ProductCapability
Request Manager
Request TypesAccess
Identifier CategoriesEmail
Live Data MapData Discovery

Before You Start​

To successfully configure this integration, please ensure you have sufficient privileges:

  • DataGrail User Role: Super Admin, Connections Manager
  • ServiceNow User Role: Admin

Setup ServiceNow API Connection​

  1. Log in to ServiceNow.
  2. On the left under Your Instance, select the Instance URL to open the instance dashboard.
  3. Check the URL and copy the subdomain to get your Instance ID. For example, if the URL is https://mycompany.service-now.com, then your Instance ID will be mycompany.
  4. Install and Activate the following plugins:
Plugin Configuration

Plugins

  • OAuth 2.0
  • Customer Service
  • Human Resources Scoped App: Core

Instructions

  1. Navigate to System Applications, and under All Available Applications select All.
  2. Find each plugin by using the search bar and filter criteria. If you cannot find a plugin, you may have to request it from ServiceNow personnel.
  3. Select Install.
  4. In the Activate Plugin dialog box, select Activate.
  5. Repeat these steps for all of the above plugins.

For additional information, refer to the ServiceNow product documentation.

  1. Navigate to System OAuth and select Application Registry.
  2. To create an Application, select New.
  3. Select Create an OAuth API endpoint for external clients.
  4. Fill out the form, leaving Redirect URL blank, and then select Submit.
  5. Locate your new application in the table and select its name.
  6. Copy the Client ID and Client Secret. Store them in a secure, temporary location.

Configure User Privileges​

  1. At least one User needs privileges to use the ServiceNow API. Navigate to System Security and select User.
  2. In the Users table, locate and select an existing user.
Creating a New User

If you prefer to create a new user:

  1. Select New.
  2. Fill out the form. The User ID and Password will be used below to connect your application.
  3. Select Submit.
  4. In the Users table, locate and select the new user.
  1. At the bottom of the page in the Roles tab, select Edit.
  2. Search the admin role, and add it to the Roles List.
About ServiceNow Roles

Roles

  • admin - Required.
  • csm_ws_integrations - (optional) Required for Access only.
  • snc_read_only - (optional) Recommended to restrict API actions like the insert, update, or delete operations on tables that are accessible through any other assigned roles. This role requires installation of an additional plugin.

Responsible Data Discovery (RDD)

  • Instead of the admin role, you can choose any role with reduced permissions but in order for RDD to work, the role must have permissions sufficient to provide access to the sys_db_object table.
  • Using a role with lower privileges may reduce the number of objects (tables) available for processing.

For more information, see our API Integration Documentation.

  1. Select Save.

Connect to DataGrail​

  1. In DataGrail, navigate to Integrations and select Configure New Integration to search for ServiceNow.
  2. Enter the Instance ID, Client ID, Client Secret, Username, and Password.
  3. Select Configure Integration.

Next Steps​

Now that you've successfully connected the integration, check out the following resources:

Troubleshooting​

If you are unable to successfully connect the integration, review these common troubleshooting steps:

Ensure Required Permissions Are Granted on API Keys/Resources

DataGrail checks required permissions and scopes on API keys/resources used by each integration. If all necessary permissions are not granted, new connections will fail.

Review Required Account Types and User Roles

If users do not have the necessary permissions or the minimum required user role in the connecting system, the connection to DataGrail will fail. Additionally, connections will fail if your account type does not match the one required by the integration.

See Before You Start to review these requirements.

Technical Details​

The ServiceNow integration uses the REST API (v1 and v2):
Access TypeSynchronous

API Documentation​

Learn more about this API implementation and DataGrail functionality in our API Integration Documentation.

 

Need help?
If you have any questions, please reach out to your dedicated Account Manager or contact us at support@datagrail.io.

Disclaimer: The information contained in this message does not constitute as legal advice. We would advise seeking professional counsel before acting on or interpreting any material.