> For the complete documentation index, see [llms.txt](https://docs.zigiwave.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.zigiwave.com/available-systems/servicenow.md).

# ServiceNow

Connect ServiceNow to ZigiOps with Basic or OAuth 2.0 authentication. See supported versions, user permissions, OAuth setup steps, and integration templates.

### What is ServiceNow Integration in ZigiOps?

ServiceNow is an enterprise IT service management platform used for incident, problem, change, and service request management across large and complex IT environments.

ZigiOps enables secure, API-based integration between ServiceNow and ITSM, DevOps, monitoring, and cloud platforms, using **Basic** or **OAuth 2.0** authentication. Using ZigiOps, incidents, problems, change requests, and service catalog tasks from ServiceNow can be synchronized with external systems to support automated cross-team workflows.

With ZigiOps, ServiceNow can:

* Sync incidents and problems with DevOps tools such as Jira and Azure DevOps
* Receive correlated alerts and events from monitoring platforms as ServiceNow incidents
* Participate in bi-directional workflows with monitoring, CRM, and DevOps platforms
* Support topology and configuration management integrations via uCMDB and vROps

The integration is fully customizable and does not require custom scripts or plugins.

### Which ServiceNow Versions Are Supported?

Please note that using a supported version is mandatory.

| Product    | Supported Deployment Types | Supported Versions                                               |
| ---------- | -------------------------- | ---------------------------------------------------------------- |
| ServiceNow | All                        | Utah, Vancouver, Washington, Xanadu, Yokohama, Zurich, Australia |

### Are There Any Environmental Prerequisites for ServiceNow?

{% hint style="info" %}
Confirm the prerequisites of the corresponding integration template before continuing, as some templates may not require all environmental prerequisites.
{% endhint %}

#### How Do I Set the Required ZigiOps Integration User Permissions in ServiceNow?

The ZigiOps integration user requires read, create, and write access to the primary integrated entity (incident, event, problem, etc.) in ServiceNow.

{% hint style="info" %}
The steps below are optional and provided as a reference. You may adapt them to your organization's security model.
{% endhint %}

{% stepper %}
{% step %}
Create a custom role (optional)

1. Navigate to: **ServiceNow > User Administration > Roles** and create a new role.
2. Save the changes.
   {% endstep %}

{% step %}
Create the required ACLs

1. Elevate the `security_admin` privilege.
2. Navigate to: **ServiceNow > System Security > Access Control (ACL)** and create ACLs for the following:
   * `sys_db_object`: READ (row-level) and READ\* (field-level) - allows ZigiOps to fetch available ServiceNow tables
   * `sys_dictionary`: READ (row-level) and READ\* (field-level) - allows ZigiOps to fetch references between the integrated entity and related tables
   * `sys_glide_object`: READ (row-level) and READ\* (field-level) - allows ZigiOps to fetch field types of ServiceNow tables
   * `sys_journal_field`: READ (row-level) and READ\* (field-level) - allows ZigiOps to collect comments and work notes
3. Assign the newly created ACLs to the `zigiops_integration_role` custom role.
4. Assign the `zigiops_integration_role` and `itil` roles to the ZigiOps integration user.
   {% endstep %}
   {% endstepper %}

{% hint style="info" %}
Integrating entities outside the `itil` role scope, such as custom tables, will require additional permission configuration.
{% endhint %}

#### How Do I Configure OAuth 2.0 in ServiceNow for ZigiOps?

This section is only needed if you plan to use **OAuth** as the authentication type. If you use Basic authentication, skip it.

All steps below require the **admin** role in ServiceNow.

{% stepper %}
{% step %}
**Step 1: Activate the OAuth 2.0 plugin**<br>

By default, the **OAuth 2.0 (com.snc.platform.security.oauth)** plugin is active on new and upgraded instances. If it is not active on your instance:

1. Navigate to: **All > System Applications > All Available Applications > All**.
2. Find the plugin by its name or ID using the filter criteria and search bar. If you cannot find it, you might have to request it from ServiceNow personnel.
3. Select **Install**, then select **Activate** in the Activate Plugin dialog box.

*Note: When domain separation and delegated admin are enabled, the administrative user must be in the **global** domain. Otherwise, this error appears: “Application installation is unavailable because another operation is running: Plugin Activation for \<plugin name>.”*
{% endstep %}

{% step %}
**Step 2: Enable the OAuth system property**

To generate OAuth 2.0 tokens for registered applications, the `com.snc.platform.security.oauth.is.active` property must be active.

1. Enter `sys_properties.list` in the filter navigator and click **New**.
2. Fill out the form:
   * **Name**: `com.snc.platform.security.oauth.is.active`
   * **Type**: true | false
   * **Value**: true<br>
     {% endstep %}

{% step %}
**Step 3: Create an OAuth application endpoint for ZigiOps**

1. Navigate to: **System OAuth > Application Registry** and click **New**.
2. On the interceptor page, select **Create an OAuth API endpoint for external clients** and fill in the form.
3. Save the record. The **Client Secret** is generated automatically. To see it, click the lock icon to toggle its visibility.
4. Copy the **Client ID** and **Client Secret**. You will need them when you connect ServiceNow to ZigiOps.

**Managing OAuth tokens**

* **Self-Service > My Connected Apps** shows the tokens the instance created when you granted access to a resource (any user).
* **System OAuth > Manage Tokens** shows all tokens (administrators only).
  {% endstep %}
  {% endstepper %}

### How Do I Connect ServiceNow to ZigiOps?

#### ServiceNow - Connected System Configuration

Follow the steps below to add your ServiceNow instance as a connected system.

{% stepper %}
{% step %}
**Log into your ZigiOps instance.**
{% endstep %}

{% step %}
**Navigate to ServiceNow**

Navigate to: **Connected Systems > Add New System > ServiceNow**
{% endstep %}

{% step %}
**Configure the following parameters**

* **Server URL** - Input the URL of your ServiceNow instance. For example, `https://example.service-now.com`
* **Authentication Type** - Select the authentication method: **Basic** (default) or **OAuth**.
* **Username** - Input the username of the ServiceNow integration user.
* **Password** - Input the password for the ServiceNow integration user.
* **Client ID** - *(OAuth only, mandatory)* Input the Client ID of the OAuth application endpoint created in ServiceNow.\
  **Client Secret** - *(OAuth only, mandatory)* Input the Client Secret of the OAuth application endpoint.
* **Proxy Settings** - Enables the usage of a proxy server.
  {% endstep %}

{% step %}
**Save the system**

Examine the settings and if they are correct, click the **Save** button to store the system.
{% endstep %}
{% endstepper %}

Once saved, ServiceNow becomes available for use in ZigiOps integration templates.

**How Does ZigiOps Authenticate With ServiceNow Using OAuth?**

When OAuth is selected, ZigiOps uses the OAuth 2.0 password grant:

1. On the first connection, ZigiOps sends a `POST` request to `https://<instanceName>.service-now.com/oauth_token.do` (`Content-Type: application/x-www-form-urlencoded`). The request includes the grant type `password`, the Client ID, the Client Secret, and the integration user’s username and password.
2. ServiceNow returns a Bearer access token, which ZigiOps sends in the `Authorization: Bearer <access_token>` header of every API request.
3. When the access token expires, ZigiOps repeats the request with the username and password to get a new token. No manual action is needed.

### What Are the Most Common ServiceNow Integration Use Cases?

#### Use Case 1: Bi-Directional Incident Sync Between ServiceNow and Jira

ServiceNow incidents can be automatically mirrored as Jira tasks for development teams. Status updates, comments, and resolution details flow in both directions, eliminating manual hand-offs between ITSM and DevOps teams.

#### Use Case 2: Monitoring Alert Escalation to ServiceNow

Correlated events from monitoring platforms such as OBM, SolarWinds, and Zabbix can be forwarded to ServiceNow as structured incidents, capturing infrastructure alerts in the ITSM system for triage, assignment, and SLA tracking.

#### Use Case 3: DevOps and ITSM Workflow Automation

Azure DevOps work items, Bitbucket commits, and GitHub issues can be synchronized with ServiceNow incidents, providing ITSM teams with full traceability from infrastructure events through to code changes and deployments.

### What Integration Templates Are Available for ServiceNow?

ZigiOps provides the following integration templates for ServiceNow:

* Azure DevOps work items to ServiceNow incidents
* Bitbucket commits to ServiceNow incidents
* Bitbucket issues to ServiceNow incidents
* Cherwell change requests to ServiceNow change requests
* Jira tasks to ServiceNow incidents
* OBM events to ServiceNow incidents
* OBM events to ServiceNow incidents (Staging Table)
* ServiceNow incidents to Azure DevOps issues
* ServiceNow incidents to GitHub issues
* ServiceNow incidents to Jira tasks
* ServiceNow problems to Jira bugs
* ServiceNow server topology to uCMDB node topology
* ServiceNow service catalog tasks to Jira tasks
* ServiceNow VMware instances topology to vROps custom group members topology
* ServiceNow VMware instances topology to vROps topology
* SolarWinds alerts to ServiceNow incidents
* Zabbix host topology to ServiceNow topology
* Zabbix topology to OBM topology
* Zabbix trigger events to ServiceNow events
* Zabbix trigger events to ServiceNow incidents

Each template includes:

* Predefined entity mappings
* Direction of synchronization
* Entity-specific logic and filtering rules

Contact <support@zigiwave.com> for detailed template availability.

### Summary

The ServiceNow integration in ZigiOps enables:

* Secure API connectivity with Basic or OAuth 2.0 authentication
* Support for ServiceNow Utah, Vancouver, Washington, Xanadu, Yokohama, and newer versions
* Integration with Jira, Azure DevOps, OBM, SolarWinds, Zabbix, Bitbucket, GitHub, and more
* Bi-directional incident, problem, change request, and topology synchronization
* Optional OBM staging table application for advanced event integration
* Optional proxy configuration
* Fully customizable synchronization workflows

ZigiOps allows ServiceNow to participate in enterprise-grade ITSM, DevOps, and monitoring ecosystems without requiring custom development.


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