Connect incident.io with ServiceNow to bring your user groups and services from CMDB into Catalog.
🔜 Coming soon: You'll soon be able to sync incidents with ServiceNow. If you're interested in this feature, please get in touch with your Customer Success Manager.
🤝 Connecting ServiceNow
incident.io connects to ServiceNow using a OAuth app and Web Service user account. Let's get started with the OAuth app.
You will need a ServiceNow Admin to complete these steps.
1️⃣ Create an OAuth App
Log in to ServiceNow and search for "OAuth" in the filter navigation:
Select Application Registry, and click New.
Select Create an OAuth API endpoint for external clients.
Enter 'incident.io' for the name, and add 'useraccount' to the Auth Scopes section. Leave other options as the defaults:
Find the app you've just created in the list. Copy the Client ID and Client Secret values: we'll need them later!
2️⃣ Create a Web Service Account
Any ServiceNow user account can be used so long as it has the relevant roles assigned. However, any actions taken by incident.io in ServiceNow will appear as being taken by this user account, so we strongly recommend creating a user for this purpose only.
In ServiceNow, search for 'User Administration' in the filter navigation:
Select Users, then click New in the top-right.
Select a username and email, for example 'incident.io' and '[email protected]':
Make sure Password needs reset and Locked out are not selected, and Active and Web service access only are selected.
Click Submit, then navigate to the newly-created user.
At the bottom, select the Roles tab, then Edit.... Add the following roles:
cmdb_read: allows us to read data from your Configuration Management Databasesn_cmdb_user: allows us to read information about users and groups in your ServiceNow accountincident_manager: allows us to sync incident data in to ServiceNow incident records
Click Save to apply these changes and return to the user page.
Click Set Password, then Generate, then Save Password.
Copy the newly-generated password, we'll need it shortly!
3️⃣ Installing the integration
We're now ready to install the ServiceNow integration in incident.io.
Go to Settings → Integrations, and click on ServiceNow, then Connect.
Your subdomain is the part of the URL where you log in to ServiceNow. For example, if your ServiceNow instance is accessed at hyper-payments.service-now.com, your subdomain is hyper-payments.
Your OAuth Client ID and OAuth Client Secret are the credentials you created in part 1 above.
Your Username and Password are the credentials for the service account you created in part 2.
Click Connect to verify your credentials and complete the connection 🎉
If you have any issues, please get in touch!