Set up a ServiceNow connector

Capabilities

Resource	Sync	Provision
Accounts
Groups
Roles

The ServiceNow connector supports automatic account provisioning. This connector does not support account deprovisioning. You must deprovision accounts directly in ServiceNow. 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.

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.

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

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

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

Click Analyze permissions.

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

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

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.

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:

Table	Permissions needed	Reason
Choice (`sys_choice`)	Read	Used to configure request state mappings in your external provisioner config. We monitor the ServiceNow request for this state so we can close the task in ConductorOne accordingly.
Tag (`label`)	Create, read, write	Used to create a tag with the provided label in your provisioner config to help you filter requests made by ConductorOne.
Label Entry (`label_entry`)	Create, read, write	Used to tag requests with the provided label in your provisioner config to help you filter requests made by ConductorOne.

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

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

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

Click Analyze permissions.

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

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.

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 <CATALOG ITEM ID> parameter.

API endpoint	REST method	Reason
`/api/sn_sc/servicecatalog/items`	GET	Used to sync your catalog items to ConductorOne.
`/api/sn_sc/servicecatalog/items/<CATALOG ITEM ID>`	GET	Used to fetch the catalog item configured for your ConductorOne external ticket provisioner.
`/api/sn_sc/servicecatalog/items/<CATALOG ITEM ID>/variables`	GET	Used to get the variables required to make a ServiceNow request.
`/api/sn_sc/servicecatalog/items/<CATALOG ITEM ID>/order_now`	POST	Used to create the ServiceNow request.

Assign user roles

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

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

Search for your user and click the User ID link.

Find the Roles section and click Edit.

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

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.

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

Click the Security Admin checkbox and click Update.

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

Search for label_entry.table and click the write operation.

Uncheck the Active checkbox and click Update.

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.

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

Click the Security Admin checkbox and click Update.

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

Search for sys_choice.read and click the read operation.

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

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

Cloud-hosted
Self-hosted

Follow these instructions to use a built-in, no-code connector hosted by ConductorOne.

In ConductorOne, navigate to Admin > Connectors and click Add connector.

Search for ServiceNow and click Add.

Choose how to set up the new ServiceNow connector:

Add the connector to a currently unmanaged app (select from the list of apps that were discovered in your identity, SSO, or federation provider that aren’t yet managed with ConductorOne)
Add the connector to a managed app (select from the list of existing managed apps)
Create a new managed app

Set the owner for this connector. You can manage the connector yourself, or choose someone else from the list of ConductorOne users. Setting multiple owners is allowed.If you choose someone else, ConductorOne will notify the new connector owner by email that their help is needed to complete the setup process.

Click Next.

Find the Settings area of the page and click Edit.

Optional. In the Allowed emails domains field, enter the email domain or domains (such as acme.com and contractors.acme.com) associated with the accounts that you want ConductorOne to sync.To add multiple allowed domains, press Enter between each domain.If you leave this field blank, ConductorOne will sync all accounts in your ServiceNow instance, regardless of the email domain associated with the account.

In the Deployment field, enter the ServiceNow deployment ID.

In the Password and Username fields, enter the credentials for your ServiceNow account.The user whose credentials you enter must have 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

Optional. If you want to automatically create ServiceNow tickets to track provisioning tasks, click to Enable external ticket processing. Read more about external ticketing system integrations here.If you enable this option, you can add a Catalog ID or Category ID in the relevant fields to filter down catalog items. These fields are optional, but ConductorOne only syncs 100 catalog items, so filtering is recommended.

Click Save.

The connector’s label changes to Syncing, followed by Connected. You can view the logs to ensure that information is syncing.

That’s it! Your ServiceNow connector is now pulling access data into ConductorOne.

Follow these instructions to use the ServiceNow connector, hosted and run in your own environment.When running in service mode on Kubernetes, a self-hosted connector maintains an ongoing connection with ConductorOne, automatically syncing and uploading data at regular intervals. This data is immediately available in the ConductorOne UI for access reviews and access requests.

Step 1: Set up a new ServiceNow connector

In ConductorOne, navigate to Connectors > Add connector.

Search for Baton and click Add.

Choose how to set up the new ServiceNow connector:

Add the connector to a currently unmanaged app (select from the list of apps that were discovered in your identity, SSO, or federation provider that aren’t yet managed with ConductorOne)
Add the connector to a managed app (select from the list of existing managed apps)
Create a new managed app

Click Next.

In the Settings area of the page, click Edit.

Click Rotate to generate a new Client ID and Secret.Carefully copy and save these credentials. We’ll use them in Step 2.

Step 2: Create Kubernetes configuration files

Create two Kubernetes manifest files for your ServiceNow connector deployment:

Secrets configuration

# 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>

  # Optional: include if you want ConductorOne to provision access using this connector
  BATON_PROVISIONING: true

  # Optional: include if you want to limit account syncing to only accounts associated with an email domain listed here
  # Note: include each allowed domain as a separate entry
  BATON_ALLOWED_DOMAINS: <Email domain, such as "acme.com">
  BATON_ALLOWED_DOMAINS: <Email domain, such as "contractors.acme.com">

See the connector’s README or run --help to see all available configuration flags and environment variables.

Deployment configuration

# 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
        env:
        - name: BATON_HOST_ID
          value: baton-servicenow
        envFrom:
        - secretRef:
            name: baton-servicenow-secrets

Step 3: Deploy the connector

Create a namespace in which to run ConductorOne connectors (if desired), then apply the secret config and deployment config files.

Check that the connector data uploaded correctly. In ConductorOne, click Applications. On the Managed apps tab, locate and click the name of the application you added the ServiceNow connector to. ServiceNow data should be found on the Entitlements and Accounts tabs.

That’s it! Your ServiceNow connector is now pulling access data into ConductorOne.

Welcome

Build connectors

Configure connectors

Deploy connectors

Upload connector data

Connector library

Capabilities

Gather ServiceNow credentials

Credentials and configuration for external ticketing

Configure permissions needed for the ServiceNow table API

Configure permissions needed for the ServiceNow service catalog API

Assign user roles

Change the `label_entry` table ACLs

Change the `sys_choice.*` table ACLs

Configure the ServiceNow connector

Step 1: Set up a new ServiceNow connector

Step 2: Create Kubernetes configuration files

Secrets configuration

Deployment configuration

Step 3: Deploy the connector

Welcome

Build connectors

Configure connectors

Deploy connectors

Upload connector data

Connector library

​Capabilities

​Gather ServiceNow credentials

​Credentials and configuration for external ticketing

​Configure permissions needed for the ServiceNow table API

​Configure permissions needed for the ServiceNow service catalog API

​Assign user roles

​Change the label_entry table ACLs

​Change the sys_choice.* table ACLs

​Configure the ServiceNow connector

​Step 1: Set up a new ServiceNow connector

​Step 2: Create Kubernetes configuration files

​Secrets configuration

​Deployment configuration

​Step 3: Deploy the connector

Capabilities

Gather ServiceNow credentials

Credentials and configuration for external ticketing

Configure permissions needed for the ServiceNow table API

Configure permissions needed for the ServiceNow service catalog API

Assign user roles

Change the `label_entry` table ACLs

Change the `sys_choice.*` table ACLs

Configure the ServiceNow connector

Step 1: Set up a new ServiceNow connector

Step 2: Create Kubernetes configuration files

Secrets configuration

Deployment configuration

Step 3: Deploy the connector