ServiceNow Connection Settings

Complete the following prerequisites before you configure the ServiceNow connection settings:
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Prerequisites
Complete the following prerequisites before you configure the ServiceNow connection settings:
  1. To authorize REST API access, grant a user on your instance the rest_service role.
  2. In the testing tool you are using, set the proper headers for Authentication information. 
    REST requests require an Authorization header with BasicAuth credentials.  BasicAuth credentials identify the username and password of a user with the rest_service role in the instance. 
Parameters 
To integrate with ServiceNow, provide the following parameters:
  • URL
    Specifies the URL that is used to connect to ServiceNow.
    Example:
     https://xxx.service-now.com
    Default:
     https://servicenow_webservice_host_name
  • Username
    Specifies the user name that is used to connect to ServiceNow.
    Default :
     admin
  • Password
    Specifies the password that is used to connect to ServiceNow.
  • ServiceNowClientURL
    Specifies the ServiceNowClientURL that is used to connect to ServiceNow. 
    Default:
     https://servicenow_client_host_name
  • useCustomEndpoint
    Specifies whether to connect through Custom Endpoint.
    Default:
     False
    If this option is enabled in your service desk solution, all validation is done with the useCustomEndpoint setting.
    CA Privileged Identity Manager does not currently use this parameter. Use the default value
  • (optional)
     Service Desk ProxyServer
    Specifies the proxy server in the environment that is used to connect to ServiceNow. 
    Example:
     proxy.xxx.com
  • (optional)
     Service Desk ProxyPort
    Specifies the proxy port that is set up and used to connect to ServiceNow.
    Example:
     80
  • (optional) 
    Service Desk ProxyUser
    Specifies the proxy user that is used to connect to ServiceNow.
  • (optional) 
    Service Desk ProxyPassword
    Specifies the proxy password that is used to connect to ServiceNow.
  • Enable Incident Validation
    Enables incident validation with the Service Desk against the incident ID. If the incident validation option is enabled, the incident ID is validated when the privileged account request is created. 
    If this parameter is not checked when you click Submit, your settings are saved but incident validation for Privileged Account Requests is not enabled.
  • Advanced
    Enables the user to configure incident fields to create Incident Queries with combinations of values used to validate service desk incidents. To configure the queries, check the advanced box and enter the query values in the Incident Query field. 
    Default:
    status==open
The optional proxy parameters are only used for proxy connections. The values for these parameters depend on system requirements.
Advanced Parameter Values 
To configure ServiceNow Incident queries, Use the following Advanced incident field values:
  • Impact
    Values:
    high, low, medium
  • Priority
    Values: 
    critical, high, low, moderate, planning 
  • Severity
    Values
    : high, low, medium
  • Status
    Values:
     active, awaiting evidence, awaiting problem, awaiting user info, closed, new, resolved
  • Urgency
    Values:
    high, low, medium
Incident Query Examples
  • Possible query values:
     status==active, status==new, status==openNew
  • Operators used for combined query with multiple fields: 
    && (and), || (or) 
     
    Example: (
    urgency==Immediate&&priority==highpriority
    )
    ||
    (
    status==AwaitingVendor&&impact==entireorganization
    )
  • Query to ignore any field:
    urgency!= high