ServiceNow

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Prerequisites

• Installation user must be an administrator

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Create API User

• In ServiceNow PSA, go to All > User Administration > Users
• Click New
• Enter a User ID. This can be a person’s name or simply “tier4_integration” for future reference. Optionally, you can fill in email, first name, last name and other details but they should not be required.
  • Copy the User ID for later use.
  • Click Submit
• Click on the user you just created and click Set Password
• Click Generate. Save the password for later use.
• Click on Save Password and then Close
• IMPORTANT: Uncheck the “Password needs reset” checkbox and click Update.
• Click on the user again and grant user the required role:
  • Under Roles click on Edit
  • Add “csm_ws_integration” and “itil” roles and click Save
  • The user has been successfully created and you can exit this page
• Copy instance name for later use, e.g. https://test123.service-now.com

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Add Integration

• Open Tier4 platform, and navigate to Ticket Management
• Choose ServiceNow integration by selecting Connect
• Add the following values you collected earlier:
  • URL to the Service Now Server = ServiceNow Instance URL
  • Account username to ServiceNow = username of newly created user
  • Account password to ServiceNow = password of newly created user
• Click Continue.