Configuring ServiceNow for Integration

Britive supports API key-based and basic authentication for ServiceNow integration. Britive supports two ticket categories for ServiceNow integration: Incidents and Change requests.

Before creating a ServiceNow connection in Britive, you must create a service account using the following steps based on the selected authentication method. 

• For API key-based authentication:
  • Create a service user account
  • Create an API key
• For basic authentication:
  • Create a service user account

Steps to be followed on the ServiceNow instance:

Create a service user account

Create a ServiceNow user using the following steps: 

1. Create a user with a valid email address and password. For more information, see Users and Groups ServiceNow documentation.
2. Assign sn_incident_read and sn_change_read roles to the created user.  For more information, see Assigning a Role to a User.

Create an API Key 

Create an API Key in the ServiceNow instance using the following steps:

1. Create an API key. For more information see, the Configure API keyServiceNow documentation. Enter the following fields while creating an API key.
   1. Select the default option x-sn-apikey: Auth Header for Auth Parameter.
   2. Associate the user created in Creating a user account with the REST API key.
   3. Enter the following options in the API Access Policies form. For more information about ServiceNow access policies, see REST API access policies.
      1. Enter the name of the API key.
      2. Check the Active checkbox.
      3. Select Table API from the REST API drop-down list.
      4. Check these checkboxes: Apply to all methods, Apply to all resources, Apply to all versions.
2. [Optional] The API key creation and defining access policy impact the REST API basic authentication. Add the On-call subscription basic authentication profile to the Authentication Profile for the above-created access policy to avoid impacting basic authentication. This additional step is required only if the ServiceNow instance is already using or planning to use basic authentication for other functions including the ServiceNow onboarded application in Britive.
   Note:

   The ServiceNow onboarded application uses basic authentication. For more information, see the ServiceNow Onboarding Guide.

   
   

Configuring ServiceNow setting for filter syntactical validation

The ServiceNow default behavior ignores the invalid part of the query. To alter this default behavior, you need to set glide.invalid_query.returns_no_rows property to True. This setting is required for syntactical validation of the sysparm_query parameter used in Britive. If this parameter is not configured, it is the administrator's responsibility to define the correct value for the sysparm_query. 

For more information about the ServiceNow Table API and sysparm_query parameter, see Table API. 

In the ServiceNow instance, navigate to System Properties->Categories->Search and select System-> Properties New -> Add the property with the name glide.invalid_query.returns_no_rows and value as true.