Capabilities

This connector can also be configured to automatically create and update ServiceNow tickets to track manual provisioning assignments. Go to Configure ServiceNow as an external ticketing provider to learn more.

Gather ServiceNow credentials

Configuring the connector requires you to pass in credentials generated in ServiceNow. Gather these credentials before you move on.

1. You’ll need your ServiceNow deployment, which is found in the URL of your ServiceNow instance. For example, if your URL is https://example12345.service-now.com, your deployment ID is example12345.

2. You’ll also need the username and password for a user who has either the Admin role in ServiceNow or an access control list able to access the following ServiceNow tables:

   • sys_user - Users
   • sys_user_role - Roles
   • sys_user_group - Groups
   • sys_user_grmember - Group membership
   • sys_user_has_role - User roles
   • sys_group_has_role - Group roles

Credentials and configuration for external ticketing

If you’re configuring ServiceNow as an external ticketing provider, follow these additional steps.

Configure permissions needed for the ServiceNow table API

1. In the ServiceNow admin portal, navigate to All > Access Analyzer.

2. Fill out the form as follows:

   • Analyze by: User
   • Select user: choose the user you’re using for the ConductorOne integration (with the access control list permissions defined above)
   • Rule type: Table (record)
   • Select table: Choice

3. Click Analyze permissions.

4. Look for the read permission in the Operation column. Check the Overall Access for that permission.

5. If access is blocked for a permission, click the permission’s name.

6. View the necessary roles under Required ACL Roles and assign any missing roles to your user by following the instructions in the Assign user roles section below.

7. Repeat steps 2 through 6 to add the Tag and Label Entry tables. Each of these tables needs the read, write, and create permissions. Here’s a table summarizing all the required permissions:

Note: The label_entry table has write ACLs for the table and table_key fields. This configuration can be changed by an admin. If this can’t be done, we can still make the ServiceNow request, but will not be able to add a tag. For instructions on how to change the ACLs, see the Change the label_entry table ACLs section below.

Configure permissions needed for the ServiceNow service catalog API

1. In the ServiceNow admin portal, navigate to All > Access Analyzer.

2. Fill out the form as follows:

   • Analyze by: User
   • Select user: choose the user you’re using for the ConductorOne integration (with the access control list permissions defined above)
   • Rule type: REST endpoints
   • REST endpoint: /api/sn_sc/servicecatalog/items
   • REST endpoint method: GET

3. Click Analyze permissions.

4. Confirm that the operation executed successfully. If not, click the link under Operation.

5. View the necessary roles under Required ACL Roles and assign any missing roles to your user by following the instructions in the Assigning user roles section below.

6. Repeat steps 2 through 5 to add the three additional endpoints and methods shown in the table below, subbing in a valid catalog ID for the parameter.

Assign user roles

Follow these steps if you need to assign missing user roles to the user you’ll use for the ConductorOne integration.

1. In the ServiceNow admin portal, navigate to All > System Security > Users and Groups > Users.

2. Search for your user and click the User ID link.

3. Find the Roles section and click Edit.

4. Search for the role and click the > to add it to the user’s roles list.

5. Click Save.

Repeat these steps as necessary to add additional roles.

Change the label_entry table ACLs

Follow these steps if you need to update the label_entry table ACLs.

1. In the ServiceNow admin portal, navigate to your profile icon and click Elevate Role.

2. Click the Security Admin checkbox and click Update.

3. Navigate to All > System Security > Access Control (ACL).

4. Search for label_entry.table and click the write operation.

5. Uncheck the Active checkbox and click Update.

6. Repeat steps 4 and 5 to update label_entry.table_key.

Change the sys_choice.* table ACLs

Follow these steps if you need to update the sys_choice table ACLs.

1. In the ServiceNow admin portal, navigate to your profile icon and click Elevate Role.

2. Click the Security Admin checkbox and click Update.

3. Navigate to All > System Security > Access Control (ACL).

4. Search for sys_choice.read and click the read operation.

5. In the Conditions section of the page, find the Role table and double-click Insert a new row.

6. Add a role that is already assigned to your user.

That’s it! Next, move on to the connector configuration instructions.

Configure the ServiceNow connector

To complete this task, you’ll need:

• The Connector Administrator or Super Administrator role in ConductorOne
• Access to the set of ServiceNow credentials generated by following the instructions above

# baton-servicenow-secrets.yaml
apiVersion: v1
kind: Secret
metadata:
  name: baton-servicenow-secrets
type: Opaque
stringData:
  # ConductorOne credentials
  BATON_CLIENT_ID: <ConductorOne client ID>
  BATON_CLIENT_SECRET: <ConductorOne client secret>
  
  # ServiceNow credentials
  BATON_DEPLOYMENT: <URL of the ServiceNow deployment>
  BATON_PASSWORD: <Password to the ServiceNow account>
  BATON_USERNAME: <Username for the ServiceNow account>

# baton-servicenow.yaml
apiVersion: apps/v1
kind: Deployment
metadata:
  name: baton-servicenow
  labels:
    app: baton-servicenow
spec:
  selector:
    matchLabels:
      app: baton-servicenow
  template:
    metadata:
      labels:
        app: baton-servicenow
        baton: true
        baton-app: servicenow
    spec:
      containers:
      - name: baton-servicenow
        image: ghcr.io/conductorone/baton-servicenow:latest
        imagePullPolicy: IfNotPresent
        envFrom:
        - secretRef:
            name: baton-servicenow-secrets