Connecting SailPoint and ServiceNow Service Desk

The ServiceNow Service Desk Integration Module helps to perform effective and efficient service management for SailPoint services offered to the organization in the ServiceNow Service Desk managed system and enables customers to create and manage Service Requests or Incidents.

You can integrate a SailPoint source with ServiceNow Service Desk for access requests and to monitor it.

To create an integration, on the Service Desk Integrations page, go to Admin > Connections > Service Desk, and select Create.

General Settings

The following are the steps to set up your ServiceNow Service Desk integration:

1. Enter a unique Name for the integration that you are setting up.
2. Enter a unique Description for the integration. The description will help you identify the associated sources and tasks associated with an integration.

3. Select ServiceNow Service Desk for the Integration Type.

4. Select Incident in the Ticket Type dropdown list.

5. Select the Connection Type:

   • VA-Based Connection Type - Select the VA-Based connection type if you want to use a Virtual Appliance Cluster.
   • SaaS Connection Type - Select the SaaS connection type if you want to create a SaaS application without using a Virtual Appliance Cluster.

   Notes

   • SaaS Connection types don't support Credential Providers.
   • Once you create an integration, you cannot edit the connection type.

6. (Optional) If Credential Providers are supported for this integration, you can select Use a Credential Provider to use a credential provider configured in your tenant.

7. Enter the name of the Integration Owner.

VA-Based Connection Type

1. Select VA-Based connection type if you want to use a Virtual Appliance Cluster.
2. Select Save.

SaaS Connection Type

1. Select SaaS connection type if you want to create a SaaS application without using a Virtual Appliance Cluster.

Administrator Settings

1. Select the Enable Debug Logging checkbox to enable the integration to create and send debug log files to SailPoint Support to help troubleshoot issues.

2. If the Enable Debug Logging feature is needed, please contact SailPoint.

   Note

   Enable Debug Logging should not be enabled without SailPoint guidance.

Sources

In the Sources dropdown list, select sources to configure from the available sources. For each source you want to integrate with the ServiceNow Service Desk system, verify that it is configured for provisioning.

Connectivity and Authentication

1. In the URL field, enter the URL of the ServiceNow instance that you want to integrate with. For example, https://<demo>.service-now.com.
2. Select Basic or OAuth2 in Authentication Type.
3. Complete the authentication steps:
   • Basic Authentication
   • OAuth2 Authentication

Basic Authentication

For the Basic authentication type, enter the Username and Password in the respective fields.

OAuth2 Authentication

For OAuth2 authentication, there are two grant types:

• Password
• Refresh Token

In the Grant Type drop-down list, select either Password or Refresh Token grant type.

Password Grant Type

1. In the Token URL field, enter the location of the token endpoint that the instance uses to retrieve the token. For example, https://<instancename>.service-now.com/oauth_token.do.
2. In the Username, Password, Client ID, and Client Secret fields, enter the respective values for OAuth2 authentication.

Refresh Token Grant Type

1. In the Token URL field, enter the location of the token endpoint that the instance uses to retrieve the token.

2. In the Refresh Token field, enter the refresh token for OAuth2 authentication. Refer to the ServiceNow documentation for information about creating an endpoint for a client to access a ServiceNow instance.

   Use the following curl command to create a refresh token:

   curl -d "grant_type=password&client_id=<your_client_id>&client_secret=<your_client_password>&username=admin&password=admin" POST https://instancename.service-now.com/oauth_token.do
   

3. In the Client ID and Client Secret fields, enter the values for OAuth2 authentication.

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