> ## Documentation Index
> Fetch the complete documentation index at: https://docs.tier4ai.com/llms.txt
> Use this file to discover all available pages before exploring further.

# ServiceNow

## Prerequisites

* Installation user must be an administrator

## Create API User

Create an “integration” user that will be used by Tier4 to create the tickets.

* 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](https://test123.service-now.com)

## 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**.