ServiceNow

Britive supports the following ticket types for ServiceNow integration: Incident, Change Request, Change Task, Problem, Problem Task, Service Request, Service Request Task, and Vulnerability Task.

Britive supports the following authentication methods:

Before creating a ServiceNow connection in Britive, you must create a service account and configure authentication on ServiceNow:

1. Creating a service user account.

2. Configure ServiceNow based on the authentication type:

   1. OAuth 2.0 (JWT Bearer):

      1. Download Britive's certificate from Admin → Security → SAML Configurations → Export WIF Certificate and upload it to ServiceNow. The downloaded file is named britive-wif.cer in both cases. For more information, see SAML Configurations.

      2. Create the OAuth JWT app in ServiceNow, and link the certificate to a Key ID.

         1. The key ID in Britive must match it exactly.

         2. The subject is the integration user's value in the app's User field (for example, email).

         3. Use the Client ID exactly as ServiceNow generated it. Britive rejects other values.

         4. Upload the certificate to ServiceNow if Britive's certificate is ever replaced.

   2. OAuth 2.0 (Client Credentials): Create an OAuth 2.0 application in ServiceNow and note down the client ID and client secret. For more information, see Set up OAuth.

   3. API key-based authentication:

      1. Creating an API key

   4. Basic Authentication: Set Identity type = Machine (“Web service access only”).

Creating a service user account

Create a ServiceNow user using the following steps: 

1. Create a ServiceNow integration user (non-admin) with a valid email address and password. For more information, see Users and Groups ServiceNow documentation.

2. Give that user read access to every ticket type the connection will use. For more information, see Assigning a Role to a User.

3. For a vulnerability task-type incident, you need to have a read role from ServiceNow’s separately licensed Vulnerability Response app.

Creating 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 key ServiceNow 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 service 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 settings 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.

Upgrading from basic authentication to OAuth 2.0

1. Set up the OAuth 2.0 method in ServiceNow. For more information, see Set up OAuth.

2. Edit the connection in Britive and change Auth Type.

3. Fill in all of the new fields.

4. Click Test and Save. If the test fails, nothing changes. If it passes, the connection keeps its name and ticket types, so profiles keep working, and the old password is removed. For more information, see Managing ITSM Connections.