# SailPoint ServiceNow Identity Governance SaaS Connector Documentation > ServiceNow Identity Governance SaaS Connector Documentation # Documentation # Connecting SailPoint and ServiceNow Identity Governance SaaS To connect SailPoint with ServiceNow Identity Governance, perform the following tasks: ## Adding the Source in SailPoint To connect to SailPoint, perform the following steps. Once the connection is made, you can configure it to meet your company's needs. > [!IMPORTANT] > > By default, the provisioning feature is **disabled**, and the connector only supports read-only operations. To support provisioning operations, you must manually enable the feature in the source configuration. **To configure a new source:** 1. Sign in to SailPoint. 2. Go to **Admin \> Connections \> Sources**. 3. Select **Create New**. 4. Search for the connector by entering the name in the search box, and then select **Actions**. 5. In the **Actions** dropdown list, select the setup method: - [**Express Setup**](<#configuring-a-source-using-express-setup>) - Quickly create a read-only connection to your target system by providing minimal configurations and authentication. On completion, aggregation is automatically started. > **Note** > > Express Setup supports Credential Providers. For information on supported credential providers and configuration, refer to [Credential Providers](). For more information, contact your SailPoint Customer Service Manager. - [**Standard Setup**](<#configuring-a-source-using-standard-setup>) - Provide detailed basic configuration to create the source. Once the source is created, continue with source setup. ### Configuring a Source Using Express Setup Express Setup minimizes the initial configuration process so you can quickly connect the application and immediately begin aggregating user account and entitlement data. 1. Review the directions and select **Start Express Setup**. 2. Review the pre-populated **Source Name**, **Source Owner**, and **Description**. To update, select **Edit**. > **Note** > > The source name must be unique. You can change these settings later in the source configuration. 3. (Optional) If enabled for your organization, select the **Use a Credential Provider** checkbox to manage the source's authentication using a credential provider. > **Note** > > To add a Credential Provider in SailPoint, go to **Admin \> Connections \> Credential Providers**. For more information about credential providers, refer to [Credential Providers](). 4. Configure the authentication to allow SailPoint to connect to the source. For more information, refer to the **Connection Settings** section. 5. Select **Finish**. After a successful test connection, the system creates your source and prompts you to run an aggregation. - If you want to aggregate now, select **Aggregate**. - To see the latest account aggregation history, go to **Account Management \> Account Aggregation**. - To see the list of aggregated source accounts, go to **Account Management \> Accounts**. - If you want to aggregate later, select **Exit**. This returns you to the **Sources** page. Your new source is listed, but contains no accounts or aggregation history yet. ### Configuring a Source Using Standard Setup Use Standard Setup to configure the connector for full feature support. 1. In the **Source Name** field, enter a unique and descriptive name for your source. Source names cannot exceed 128 characters. 2. In the **Description** field, provide additional details about the source to help distinguish it from similar sources. This field allows a maximum of 2,000 characters. 3. In the **Source Owner** field, begin typing the name of an owner. Matches appear after you type two or more letters. For more information, refer to [Assigning a Source Owner](). 4. (Optional) Select a governance group to grant its members [source]() or [role]() sub-admin level oversight of the source and its access. For more information, refer to [Creating and Managing Governance Groups](). 5. If this source represents a primary system containing your organization's personnel records, select the **Authoritative Source** checkbox. For more information, refer to [Creating Identity Profiles](). 6. Select **Continue**. The source is created, and you are navigated to the **Source Setup \> Base Configuration** page. Continue to configure your connected source there. ## Base Configuration Provide the base configuration parameters. Information you entered in the Create New Source dialog is automatically entered into the fields in the Base Configuration page. You can edit this information if necessary. 1. Enter a unique name and description for the source. 2. In the **Source Owner** dropdown list, select the identity that owns this source. - To find a source owner, begin entering their name. 3. (Optional) If enabled for your organization, select the **Use a Credential Provider** checkbox to manage the source's authentication using a credential provider. > **Note** > > To add a credential provider, go to **Admin \> Connections \> Credential Providers**. For more information about credential providers, refer to [Credential Providers](). 4. Configure the authentication to allow SailPoint to connect to the source. Refer to [Connection Settings](<#connection-settings>) for more information. 5. (Optional) In the **Governance Group for Source Management** dropdown list, select a governance group to associate with this source. For more information about governance groups, refer to [Associating Governance Groups with a Source](). 6. (Optional) Choose whether to enable or disable provisioning for the source. Provisioning is disabled by default. - **Enable Provisioning** - Set the toggle to **Enabled** to allow the source to create, update, and deactivate accounts in the connected source system. - **Disable Provisioning** - Set the toggle to **Disabled** to disable provisioning for the source. Disabling provisioning will prevent the creation, updating, or deactivating of accounts on this source. 7. Select **Save**. ## Connection Settings Choose the appropriate authentication type and provide the information required to connect and interact with the source. > [!NOTE] > > Each time you change the Authentication Type for the ServiceNow connector, you must select **Test Connection**. You can configure your source using the following authentication types: - [Configure the Connection with Basic Authentication](<#configure-the-connection-with-basic-authentication>) - [Configure the Connection with OAuth 2.0 Authentication](<#oauth-20-authentication>) ### Configure the Connection with Basic Authentication > [!NOTE] > > **Screenshot** > > [![alt text]()]() > > [![alt text]()]() 1. Enter the **Host URL** for the ServiceNow instance that is used for communication. 2. Select **Basic** as the Authentication Type. 3. Enter the **Username** and **Password** that have the appropriate permissions. For more information, refer to [Required Permissions](). 4. Select **Save**. ### Configure the Connection with OAuth 2.0 Authentication > [!NOTE] > > **Screenshot** > > [![alt text]()]() [![alt text]()]() 1. Enter the **Host URL** for the ServiceNow instance that is used for communication. 2. Select **OAuth 2.0** as the Authentication Type. 3. Enter the **Client ID** and **Client Secret** for OAuth 2.0 authentication. 4. Enter the **Refresh Token** for OAuth 2.0 authentication. For more information on creating an OAuth 2.0 profile on your ServiceNow instance, refer to [ServiceNow: Create an endpoint for clients to access instance](). To create a refresh token use the following curl command: ```text $ curl -d "grant_type=password&client_id=be3aeb583ace210011c15b24a43e25d8 &client_secret=client_password &username=admin&password=admin" POST https://instancename.service-now.com/oauth_token.do ``` For more information, refer to [ServiceNow: OAuth API request parameters](). 5. Select **Save**. ## OAuth 2.0 Authentication Configure OAuth 2.0 authentication to secure your connection to the source. The connector supports both Client Credentials and Refresh Token grant types. > [!NOTE] > > **Screenshot** > > [![alt text]()]() 1. Enter the **Host URL** for the ServiceNow instance that is used for communication. 2. Select **OAuth 2.0** as the authentication type. 3. Select **Client Credentials** or **Refresh Token** from the **Grant Type** dropdown. #### Client Credentials > **Screenshot** > > [![alt text]()]() > **Note** > > - The Okta External OIDC Provider in ServiceNow is supported with the Client Credentials Grant Type. > - ServiceNow also supports Microsoft Entra ID as an External OIDC Provider using the Client Credentials grant type. > - To configure OAuth 2.0 in the SailPoint Identity Governance connector, you must provide the OAuth 2.0 Token URL, Client ID, Client Secret, and Scope. These values are specific to the External OIDC Provider configured in ServiceNow. For example, Okta or Microsoft Entra ID. > - For configuration in ServiceNow, refer to [Product Documentation | ServiceNow](). 1. Enter the **Oauth 2.0 Token URL**. This URL depends on the External OIDC Provider configured in ServiceNow. For example: - Okta External OIDC Provider: `{yourOktaDomain.com}/oauth2/{authorizationServerId}/v1/token` - Microsoft Entra ID (Azure AD): `https://login.microsoftonline.com/{tenantId}/oauth2/v2.0/token` - ServiceNow Inbound Client Credentials (local OAuth provider): `https://{yourInstanceName}.service-now.com/oauth_token.do` 2. Enter the **Client ID**. 3. Enter the **Client Secret**. 4. Enter the **Scope**. 5. Select **Save**. #### Refresh Token > **Screenshot** > > [![alt text]()]() > **Note** > > To configure OAuth 2.0 in the SailPoint Identity Governance connector, a Client ID, Client Secret, and Refresh Token are required. The Client ID, Client Secret, and Refresh Token are specific to the ServiceNow instance and configured while enabling OAuth 2.0 in your ServiceNow instance. Contact your ServiceNow Administrator to obtain the Client ID, Client Secret, and Refresh Token. 1. Enter the **Client ID** and **Client Secret**. 2. Enter the **Refresh Token**. For more information on creating an OAuth 2.0 profile on your ServiceNow instance, refer to [ServiceNow: Create an endpoint for clients to access instance](). To create a refresh token, use the following cURL command: ```text $ curl -d "grant_type=password&client_id=be3aeb583ace210011c15b24a43e25d8 &client_secret=client_password &username=admin&password=admin" POST https://instancename.service-now.com/oauth_token.do ``` For more information on token generation, refer to [ServiceNow: OAuth API request parameter](). 3. Select **Save**. ### Configuration in ServiceNow for Client Credentials Grant Type The SailPoint Identity Governance connector for ServiceNow supports External OpenID Connect (OIDC) Providers using the Client Credentials grant type. This includes providers such as Okta, Microsoft Entra ID (Azure AD), or ServiceNow's native OAuth provider. Perform the following steps to configure the SailPoint Identity Governance connector for the ServiceNow application using the Client Credentials grant type: > [!NOTE] > > **Screenshot** > > [![alt text]()]() [![alt text]()]() 1. Go to **System OAuth \> Application Registry** and open the configuration for your External OIDC Provider. For example, Okta OIDC configuration or Entra ID OIDC configuration. 2. Enter the **Client ID** and **Client Secret** of the application registered in your External OIDC Provider. > **Note** > > For Okta, enter the Authorization Server's **Audience** value. If required, enter this value in **Client ID**. 3. Open the **OAuth OIDC Provider Configuration** preview. > **Note** > > The connector validates the received access token in ServiceNow using the OIDC Provider configuration. Provide the following details in the **OAuth OIDC Provider Configuration** for access token validation: > **Screenshot** > > [![alt text]()]() [![alt text]()]() 1. Enter the **OIDC Metadata URL**, where it returns the OpenID Connect metadata about your authorization server. This information is used to configure connector interaction with Okta or Entra ID. For example, - Okta: `https://{yourOktaDomain.com}/oauth2/{authorizationServerId}/.well-known/openid-configuration` - Microsoft Entra ID: `https://login.microsoftonline.com/{tenantId}/v2.0/.well-known/openid-configuration` 2. Update the User Claim and User Field mappings to correlate users and validate access to resource endpoints. > **Note** > > The matched user should have the `x_sapo_iiq_connect.admin` role to execute governance application APIs. 3. Deselect the **Enable JTI claim verification** checkbox. 4. Update the required fields under **JWT Claims Validations** to validate the received access token based on the policies of your OIDC Provider. > **Note** > > If you want to use the Client Credentials grant type for Inbound OAuth by native ServiceNow, refer to [Client Credentials grant type for Inbound OAuth](). Get the Client ID, Client Secret and Token URL value as per the OAuth Client application created on the ServiceNow instance. ## Aggregation Settings On the Aggregation Settings page, configure the filter settings, delta aggregation settings, and additional settings. For more information about aggregation, refer to [Loading Account Data](). > [!NOTE] > > The SailPoint Identity Governance connector for ServiceNow aggregates `sysparm_fields` attributes during single account aggregation. ### Filter Settings > [!NOTE] > > **Screenshot** > > [![alt text]()]() 1. Enter an **Account Filter** to filter accounts during aggregation. For multiple conditions, use `^`. For example, `active=true^locked_out=false`. 2. Enter a **Group Filter** to filter groups during aggregation. For example, `active=true`. 3. Enter a **Role Filter** to filter roles during aggregation. For example, `sys_Scope=Global`. ### ServiceNow Filter To use the complex filters in ServiceNow, you must know the encoded query for the filter conditions that you can get from any list view in ServiceNow. To retrieve a list view in ServiceNow complete the following: 1. Create a filter on the ServiceNow managed system. 2. Right-click the filter link and select the **Copy Query** option. Enter the copied query (only) in **Aggregation Filter Settings** on the UI and select **Save**. - For an AND operator, use `^`. - For an OR operator, use `^OR`. For example, the following query will fetch all the active records with their respective locations, as mentioned in the encoded query: `active=true^location=dbf3b4790a0a0a6501a7673fb1b28f7f^ORlocation=dbf440100a0a0a65006618f752ee74b5` ### Delta Aggregation The SailPoint Identity Governance connector for ServiceNow supports the delta aggregation of accounts. > [!NOTE] > > **Screenshot** > > [![alt text]()]() 1. Enable **Delta Aggregation** if you want to aggregate accounts that have changed since the last execution. 2. Select **Improve Delta Aggregation** to speed up the delta aggregation performance. This enables you to read only the deleted events (such as removing the group/role) of the user's connection from the **x\_sapo\_iiq\_connect\_user\_roles\_and\_group\_deletes** table. > **Important** > > - To improve the delta aggregation, you must upgrade to ServiceNow SailPoint Identity Governance Connector version 1.0.6 or later from [ServiceNow store](). > - For improved delta aggregation performance, configure the Deleting With Table Cleanup Policies on the **x\_sapo\_iiq\_connect\_user\_roles\_and\_group\_deletes** table. For more information on table cleanup policies, refer to [Deleting With Table Cleanup Policies](). Refer to [Delta Aggregation](<#delta-aggregation>) for more information. 3. Enter the valid **Server Time Zone** for which the ServiceNow system server is configured. This timezone is used for performing delta aggregation. For example, you can use GMT or PST. If a time zone value is not provided the default value will be UTC. #### Prerequisites To support the delta aggregation, you must create the following Access Control List (ACL) in global scope and assign it to the `x_sapo_iiq_connect.admin` role: | ACL | Type | Operation | Name | Attribute | | --- | --- | --- | --- | --- | | sys\_audit\_delete | record | read | Audit Deleted Record `[sys_audit_delete]` | None | Delta Aggregation does not detect the deleted accounts. SailPoint recommends performing a full aggregation to detect the deleted accounts on ServiceNow. > [!NOTE] > > - The delta aggregation will not fail when the **sys\_user\_grmember** table returns bad data. For example, if a record in **sys\_user\_grmember** table had a missing value for Group or User column the delta aggregation completes operation. > - Delta aggregation is not supported for groups. > - If this ACL is not created, then deleted connections from the users are not detected during delta aggregation. > - For delta aggregation, your system reads the deleted user's connection from the **sys\_audit\_delete** table in SailPoint Identity Governance Connector version 1.0.5 or prior. ### Partitioning Aggregation The ServiceNow connector supports partitioning aggregation for accounts. The connector uses a User Partitioning Scheme made up of partitioning values to determine how it partitions accounts during aggregation. > [!NOTE] > > **Screenshot** > > [![alt text]()]() The default partitioning values available are as follows: - `sys_idBETWEENa@m` - `sys_idBETWEENm@z^ORsys_idSTARTSWITHz` - `sys_idBETWEEN0@5` - `sys_idBETWEEN5@9^ORsys_idSTARTSWITH9` > [!NOTE] > > If partitioning is enabled and custom User Partitions are not defined, the connector uses the default partitioning values. The following is an example of custom partitioning: `employee_numberSTARTSWITH1, employee_numberSTARTSWITH2, employee_numberSTARTSWITH3, employee_numberSTARTSWITH4, employee_numberSTARTSWITH5, employee_numberSTARTSWITH6, employee_numberSTARTSWITH7, employee_numberSTARTSWITH8, employee_numberSTARTSWITH9, employee_numberSTARTSWITH0` To define a custom User Partition Scheme list: 1. In the **User Partitions List**, define a partitioning value. 2. Press Enter to add the partitioning value to a growing list. Repeat steps 1 and 2 as needed to build the User Partitioning Scheme. 3. Select **Save**. ### Additional Settings > [!NOTE] > > **Screenshot** > > [![alt text]()]() 1. Select **Manage Roles for Group** to aggregate roles by group. 2. Select **Manage Inherited Role** to aggregate accounts where the inherited role is a member. 3. Enter the **Page Size** to specify the number of entries displayed on a page. - Default: 50 - Minimum: 1 - Maximum: 1000 > **Note** > > Aggregation does not stop if the records received from the API response are less than the specified page size. ## Advanced Settings Use the advanced settings page to configure the following: ### Account Unlocking > [!NOTE] > > **Screenshot** > > [![alt text]()]() 1. Select **Unlock Account while Enabling** to unlock accounts while enabling them through the source. ### Use Sys ID Reference > [!NOTE] > > **Screenshot** > > [![alt text]()]() 1. Select **Use Sys ID Reference** and specify the user's reference field. Press Enter to add multiple entries. If the user's reference field is listed under this configuration, the user's record in SailPoint displays the Sys ID instead of the reference field's display name. For example, if you enter `active`, users with a reference field of active now display the Sys ID. ### Retry Error List > [!NOTE] > > **Screenshot** > > [![alt text]()]() 1. Select **Retry Error List** and specify the error to retry during aggregation. Press Enter to add multiple entries. 2. Select **Maximum Number of Retries** and enter the number of aggregation attempts. ### Request Parameter Map > [!NOTE] > > **Screenshot** > > [![alt text]()]() > [!NOTE] > > For the SailPoint Identity Governance connector for ServiceNow, aggregation does not fail when big keys for sysparm\_fields are provided in the Request Parameter Map for a ServiceNow key with a period (for example: `manager.name` or `manager.user_name`). 1. In the **Request Parameter Map** fields, specify the additional request parameters that are added to the endpoint URL when the request is sent. For example, to use `sysparm_display_value`, use the value as `true`. To use `sysparm_query_category`, enter the value as per your requirement. 2. Select **Add Another** to add multiple entries. 3. Select **Save**. ## Review and Test Perform a test to confirm the connection to SailPoint. 1. Go to **Review and Test**. 2. Confirm that the entries in each field are correct. If you note any mistakes, return to the section and make corrections. 3. Select **Test Connection**. ## SailPoint Application Onboarding SailPoint application onboarding enables you to easily onboard new applications and create sources following the successful onboarding of a discovery source. To use this feature, continue to **Discovered Applications** in the SailPoint user interface. For more information, refer to [Application Onboarding]() in the SailPoint SaaS documentation. ## Activity Insights Settings SailPoint pulls in activity data in the form of events like user logins, password changes, and content updates within the application. You can view an identity’s activity data within an application to discover trends for that user. > [!IMPORTANT] > > Contact your SailPoint Customer Success Manager (CSM) for more information on Activity Insights. For more information on utilizing activity data, refer to [Activity Insights](). Activity Insights Settings allows you to gather account information and activity data from ServiceNow Identity Governance. To enable Activity Insights for the ServiceNow Identity Governance application, refer to [Prerequisites]() for more information. To configure Activity Insights, complete the following: > [!NOTE] > > **Screenshot** > > [![Activity Insights Settings]()]() 1. Go to **Activity Insights Settings**. 2. Select **Enable Activity Insights** to view access to data insights on source and application activity such as logins and other app-specific events. 3. Select **Save**. Ensure the ServiceNow application has necessary scopes to utilize the Activity Insights. Refer to [Required Permissions]() for the requested scopes for Activity Insights from ServiceNow. ## Machine Identity Governance Settings > [!NOTE] > > Your organization must have SailPoint Agentic Fabric to use this feature. Contact your Customer Success team for more information. For more information, refer to [SailPoint Agentic Fabric](). > [!NOTE] > > **Screenshot** > > [![alt text]()]() 1. Select **Aggregate Agentic Workflows** to include ServiceNow Agentic Workflows in governance. 2. Select **Aggregate AI Agents** to include ServiceNow AI Agents in governance. 3. Select **Save**. # Dataset Management Dataset Management lets you review the object types a source collects and control how the source aggregates those objects into SailPoint. Use Dataset Management to view and manage resource attributes, datasets and their resources, enable dataset aggregation schedules, perform manual aggregation, and view aggregation history. > [!NOTE] > > Datasets are also available in SailPoint Agentic Fabric. Contact your Customer Success team and refer to [SailPoint Agentic Fabric]() for more information. For more information, refer to [Managing Datasets and Resources]() for datasets, resources, owner correlation, and aggregation. ## Datasets A *dataset* is a named group of one or more related resources that the source aggregates together. When aggregation runs for a dataset, the source collects all resources in that dataset from the managed system in one aggregation job. Activate or deactivate aggregation at the dataset level, not for individual resources. > [!NOTE] > > Each resource belongs to exactly one dataset for that source. The source defines which resources belong to each dataset. You can enable aggregation and review associated resources, but you cannot create or delete datasets or move resources between them. ### Dataset Aggregation Configure aggregation on the **Dataset Aggregations** tab for each dataset. Configure each dataset separately. During aggregation, your owner correlation rules are automatically applied to link machine identities to their human owners. For more information, refer to [Configuring Dataset Aggregations](). ## Resources A resource defines an object type from the managed system. It specifies the kind of object, the attributes the source collects, and how the source identifies and displays each object. Resources form the building blocks of the data model. In the UI, each resource appears under **Dataset Management** \> **Resources** with its schema. A resource does not run aggregation by itself. The dataset that owns the resource collects it during aggregation. For more information, refer to [Managing Resources](). ### Owner Correlation Configure owner correlation on each resource to link aggregated objects to human owners. If you do not configure owner correlation, or if the mapping produces no match, an owner is not assigned. For more information, refer to [Configuring Owner Correlation](). ## Supported Datasets Go to **Dataset Management \> Datasets** on your ServiceNow Identity Governance SaaS source to view the datasets the connector aggregates. Select a dataset to review its associated resources and configure aggregation. > [!NOTE] > > Configure aggregation for each dataset separately. For more information, refer to [Dataset Aggregation](). | Dataset name | Associated resources | Description | | --- | --- | --- | | **ServiceNow AI Agent** | ServiceNow AI Agent | ServiceNow AI Agents | ## Supported Resources A resource represents a type of object the connector collects from ServiceNow. Each resource defines the attributes collected for that object type and how each object appears in SailPoint. For more information, refer to [Managing Resources](). > [!NOTE] > > When you enable dataset aggregation for a selected dataset, all resources in that dataset are collected at once. Activate or deactivate aggregation at the dataset level, not for individual resources. Go to **Dataset Management \> Resources** on your ServiceNow source to view each object type the connector aggregates. Select a resource to review its schema on the **Schema** tab. | Resource name | Resource type | Resource ID | | --- | --- | --- | | **ServiceNow AI Agent** | Agent | `serviceNow:agent` | ## ServiceNow AI Agent Attributes Schema attributes for the ServiceNow AI Agent resource. | Attribute | Type | Description | | --- | --- | --- | | agent\_type | string | The agent's type. | | aiUser | string | sys\_user called an AI user that has fixed roles. | | description | string | The agent's description. | | instructions | string | The agent's instructions. | | internal\_name | string | The agent's internal name. | | proficiency | string | The proficiency level of the agent. | | record\_type | string | The agent's record type. | | role | string | Describes the intended responsibility or scope of work of that agent. | | roles | string | The agent's roles. | | spStatus | string | Mapped ServiceNow agent status (active/inactive). | | sys\_class\_name | string | The agent's class name. | | sys\_created\_by | string | The user that created the agent. | | sys\_created\_on | string | The agent's creation timestamp. | | sys\_domain | string | Shows which domain a record belongs to. | | sys\_id | string | Unique ID generated by the system for the agent. Resource ID. | | sys\_mod\_count | string | Shows how many times a record has been modified. | | sys\_name | string | The agent's name. Resource Name. | | sys\_package | string | The agent's application package. | | sys\_scope | string | Reference to the application scope a record belongs to. | | sys\_updated\_by | string | The user that made the most recent update to the agent. | | sys\_updated\_on | string | Timestamp for the agent's most recent update. | # Frequently Asked Questions This Frequently Asked Questions (FAQs) section provides answers to the most commonly asked questions for the ServiceNow Identity Governance SaaS connector. ## My Organization Uses Multiple ServiceNow Instances. Can I Connect Them All? **Answer**: Yes. A single SailPoint tenant can connect to multiple ServiceNow instances through the ServiceNow Identity Governance connector. Create a separate source for each ServiceNow instance. # Getting Started with ServiceNow [![SailPoint and ServiceNow]()]() Give your users a seamless employee experience with SailPoint apps on ServiceNow, when your de-facto application for requesting and approving requests is ServiceNow. The SailPoint apps on ServiceNow provide an easy-to-implement, out-of-the-box Identity and Access Management interface with ServiceNow. The SailPoint apps are published in the ServiceNow store and provide multiple integration options, based on your business case. ## Identity Governance Sync user data between SailPoint and ServiceNow. - Users with a Virtual Appliance can refer to [Integrating SailPoint with ServiceNow Identity Governance]() for detailed information. - Users without a Virtual Appliance (also referred to as a SaaS connector) can refer to [Integrating SailPoint with Identity Governance SaaS]() for detailed information. ## Service Desk Raise ServiceNow requests for disconnected applications from SailPoint. Requests can be configured according to your organization's policies and to the features available in ServiceNow. Refer to [Integrating SailPoint with ServiceNow Service Desk]() for detailed information. ## Service Catalog Users can raise requests from ServiceNow, and approvers can approve requests within ServiceNow. Requests for access can be raised for requestable roles, access profiles, and entitlements after Separation of Duties checks, and according to the approval process defined within ServiceNow. Provisioning is initiated in SailPoint, and the status is updated against the request once completed. Refer to [Integrating Identity Security Cloud with ServiceNow Service Catalog]() for detailed information. ## SailPoint Service Catalog AI Assistant Enables users to interact with AI-powered agents to request, manage, and track access through the SailPoint Service Catalog. It provides the conversational AI layer with a chatbot-based experience powered by ServiceNow Now Assist. ### Process Diagram for Catalog App [![Process diagram for the SailPoint Service Catalog AI Assistant]()]() ## Accessing SailPoint Apps [![SailPoint apps on the ServiceNow Now Platform]()]() SailPoint apps for ServiceNow are developed in partnership with ServiceNow on the Now Platform. They are published and available for ServiceNow customers in the [ServiceNow store](). Purchases must be coordinated with your Customer Success Manager or account manager. You can request trials from the ServiceNow store according to [ServiceNow's store policy](). Refer to [Entitlement Process for SailPoint Apps on ServiceNow]() for the detailed entitlement process for SailPoint customers. The ServiceNow store [Help]() page provides generic information about buying, installing, uninstalling, and managing the app. ## Release Information SailPoint continually works to extend the rich experience of core features in apps for ServiceNow. New versions of these apps are regularly released, ensuring compatibility with the latest versions of ServiceNow and SailPoint. ServiceNow also supports deleting accounts. Refer to [What's New in ServiceNow]() for details about recent and upcoming releases for all of SailPoint's ServiceNow solutions. ## Compatibility and Support Matrix SailPoint continually updates support for the apps published in the ServiceNow store to match the ServiceNow support policy and SailPoint releases. SailPoint's ServiceNow team works to announce support for the latest versions within 2 weeks of the General Availability (GA) release of ServiceNow, as well as SailPoint releases. The supported ServiceNow applications and store versions are as follows: | Application | Australia | Zurich | Yokohama | | --- | --- | --- | --- | | Identity Governance | Supported
Store Version 1.0.6 (December 2022) | Supported
Store Version 1.0.6 (December 2022) | Supported
Store Version 1.0.6 (December 2022) | | Service Desk | Supported
Store Version 1.2 (July 2024)
Store Version 1.1 (March 2024) | Supported
Store Version 1.2 (July 2024)
Store Version 1.1 (March 2024) | Supported
Store Version 1.2 (July 2024)
Store Version 1.1 (March 2024) | | Service Catalog | Supported
Store Version 5.2 (May 2026)
Store Version 5.1 (Oct 2025)
Store Version 5.0 (Jul 2025)
Store Version 4.1 (Jan 2025)
Store Version 4.0 (Nov 2024)
Store Version 3.2 (May 2024) | Supported
Store Version 5.2 (May 2026)
Store Version 5.1 (Oct 2025)
Store Version 5.0 (Jul 2025)
Store Version 4.1 (Jan 2025)
Store Version 4.0 (Nov 2024)
Store Version 3.2 (May 2024)
Store Version 3.1 (Dec 2023) | Supported
Store Version 5.2 (May 2026)
Store Version 5.1 (Oct 2025)
Store Version 5.0 (Jul 2025)
Store Version 4.1 (Jan 2025)
Store Version 4.0 (Nov 2024)
Store Version 3.2 (May 2024)
Store Version 3.1 (Dec 2023) | | SailPoint Service Catalog AI Assistant | Supported
Store Version 1.0 (May 2026) | Supported
Store Version 1.0 (May 2026) | \- | # Integrating SailPoint with ServiceNow Identity Governance SaaS The ServiceNow Identity Governance SaaS connector is an identity governance platform that provides visibility, control, and automation for the lifecycle of user access to applications and data. The ServiceNow Identity Governance SaaS connector allows you to load your user account data from ServiceNow into SailPoint using a direct connection. You can manage the loaded data either by creating an identity profile based on the source or by verifying that the loaded accounts are correlated to the existing identity. After loading the accounts, you can configure the connector for provisioning new accounts in ServiceNow. > [!NOTE] > > To view the latest features, enhancements, and fixes for all SaaS connectors, refer to the [SaaS Release Notes]() page. ## Supported Features The ServiceNow Identity Governance SaaS connector supports the following features: - Loading and \*provisioning of ServiceNow Accounts - Delta aggregation to synchronize the changes from ServiceNow - \*Password management - Enable/Disable account - Delete accounts - Unlock account - Aggregation of ServiceNow AI Agents and Agentic Workflows during Agent Aggregation - Activate/Deactivate aggregated AI Agents and Agentic Workflows from SailPoint. > [!NOTE] > > - To use any of the above items marked with an asterisk(\*), approach SailPoint for activation of these features for your site. > - Defining a SailPoint Identity Governance SaaS connector for ServiceNow is separate from creating a ServiceNow integration. For more information about integration options, see the [ServiceNow SIM Integration Guide](). > - Your organization must have SailPoint Agentic Fabric to use this feature. Contact your Customer Success team for more information. For more information, refer to [SailPoint Agentic Fabric](). The following feature support is not applicable for the ServiceNow Identity Governance SaaS connector: - Removing Entitlement / Removing Group ### Group and Multi-Group Entitlements Group Entitlements are the entitlement types for which SailPoint provides the ability to aggregate additional details from the managed system. These objects have separate schemas defining a list of attributes that the aggregation task fetches as additional details when aggregation is run for the respective Group or Multi-Group Entitlement type. | Feature | Users | Groups | Roles | | --- | --- | --- | --- | | Aggregate | ✔ | ✔ | ✔ | | Create | ✔ | N/A | N/A | | Password Management | ✔ | N/A | N/A | | Read Group Hierarchy | N/A | N/A | ✔ | | Group Entitlements (Read, Request) | ✔ | ✔ | ✔ | ### Activity Insights Activity Insights supports activity from ServiceNow and its associated accounts. This allows you to gather account information and activity data from ServiceNow. > [!IMPORTANT] > > Contact your SailPoint Customer Success Manager (CSM) for more information on Activity Insights. For more information on configuring Activity Insights, refer to [Activity Insights Settings](). For more information on features, refer to [Source Features](). ### Password Management If Password Management is enabled for your organization, you can change the password for a user of the source. After enabling password management on the source, be aware of the following: - The password policy defined in SailPoint applies to accounts on this source. - If you change the password for an application connected to this source, the change will automatically be made to the source itself. For more information on configuring password management, refer to [Password Management Overview](). ### Non-Human Identity Discovery - Aggregate ServiceNow AI Agents Refer to Dataset Management for more information. Refer to [Discovering Potential Non-Human Accounts]() for more information. ## Privilege Classification SailPoint Privilege Classification helps organizations systematically categorize and manage the privilege levels of entitlements within their sources. By classifying entitlements as high, medium, or low, administrators can better understand the potential risk and impact associated with specific access rights. This allows automatic assignment of privilege levels based on system recommendations, custom-defined criteria, or a same level across all entitlements. | Privilege Level | Description | | --- | --- | | High | Administrative level access to accounts | | Medium | Administrative level access for a specific role or function | | Low | Only basic access of data | > [!NOTE] > > To manage Privilege Classification, users must have administrative roles such as Org Admin, Source Admin or Source Sub-Admin. For more information, refer to [Managing Privilege Classification](). ## Supported Managed Systems - The ServiceNow Identity Governance SaaS connector supports the ServiceNow releases mentioned in the [ServiceNow Store](). ## Prerequisites - The SailPoint Identity Governance connector for ServiceNow is certified and published on the ServiceNow Application store. You can directly install it from the store and begin using it. - You must install the SailPoint Identity Governance connector for ServiceNow from the [ServiceNow Application store](). Go to the ServiceNow Application Store \> Search for the SailPoint Identity Governance connector. > **Note** > > The Service Account is the account that is used during source configuration to connect to the managed system. - `x_sapo_iiq_connect.admin` is required for both Basic and OAuth2. The Service Account user should create the OAuth Client. - On the Table API or Import Set API table, if REST API ACL is enabled, make sure to add the `snc_platform_rest_api_access` role to the `x_sapo_iiq_connect.admin` role. - `sn_aia_admin` is required to create, read, update, and delete ServiceNow Agents. - `sn_aia_viewer` is required to read ServiceNow Agents. - `access_analyzer_admin` is required to read the associated roles created for AI Agents. - Set system property `x_sapo_iiq_connect.allow_ai_agent_config_update` to `true` to allow SailPoint to activate/deactivate AI Agents and Agentic Workflows through the Import Set tables. When `false`, updates to `sn_aia_agent_config` and `sn_aia_usecase_config_override` are rejected. Default: `false`. > [!NOTE] > > For more information on creating an ACL, refer to [ServiceNow: Create an ACL rule](). ## Required Permissions For the ServiceNow Identity Governance SaaS connector to work smoothly, ensure that the following tables have read, create, and update access and can be accessed through Web Services. - User `[sys_user]` - Group `[sys_user_group]` - Group Member `[sys_user_grmember]` - User Role `[sys_user_has_role]` (This is required for multiple group objects.) Complete the following to provide the application access: 1. Select the Global scope in ServiceNow. 2. Go to **System Definition \> Tables**. 3. Search for the table using the label or name. 4. Select the table and scroll to **Application Access**. 5. Select **Can read**. 6. Select **Can create**. 7. Select **Can update**. 8. Select **Allow Access to this table via web services**. 9. Select **Update** to save the table. ### Activity Insights Permissions An administrator requires the following additional permission to use Activity Insights: | Scope | Description | | --- | --- | | Task \[task\] | Read access on task table. | For more information on configuring Activity Insights, refer to [Activity Insights Settings](). # Installing the ServiceNow Identity Governance Connector from ServiceNow > [!IMPORTANT] > > After the installation is complete, search for the `x_sapo_iiq_connect.admin` role. If it's not found, uninstall and reinstall the store-based application. If you have previously installed using the update-set based application you must uninstall the application before installing the application from the ServiceNow store. For more information, refer to [Uninstall Update-Set](). To install the application from the ServiceNow store, complete the following: 1. In your ServiceNow instance, go to **System Applications \> All Available Applications** and select **All**. 2. Search for SailPoint Identity Governance connector and then select **Install**. > **Screenshot** > > [![alt text]()]() The SailPoint Identity Governance connector application installs on your ServiceNow instance and can be found in the ServiceNow left-hand navigation window or by searching for it. > **Screenshot** > > [![alt text]()]() # Machine Accounts Use Machine Account subtypes to create machine accounts in ServiceNow. Use the Create Machine Account feature in SailPoint. SailPoint classifies machine accounts during aggregation. 1. Create Machine Account subtypes to create Machine accounts in ServiceNow. 2. Classify Machine Accounts when aggregating into SailPoint. Enable Classification to turn on/off the classification. 3. Classify all accounts, or add customized classification (for example, identity\_type is machine). 4. Use attributes and transforms to assign a human owner who manages the machine accounts. Use the same mappings to correlate each machine account to a machine identity. Map other attributes to set the remaining account details. 5. Configure approvals for Machine Account deletion requests at the source level and per account subtype. > [!NOTE] > > **Screenshot** > > [![alt text]()]() # Provisioning Policy The ServiceNow Identity Governance SaaS connector supports provisioning, allowing you to create and manage accounts and entitlements in ServiceNow Identity Governance directly from SailPoint. **Prerequisite:** Your system is configured for provisioning. When SailPoint provisions new accounts to the source, it uses the attributes on the **Create Account** page as instructions or a template for what to include in the account. This page is also referred to as the *provisioning policy*. When new access is granted on a source where a user does not already have an account, SailPoint automatically includes account creation in the provisioning. This applies whether provisioning is started from an access request or from an automated role or lifecycle state assignment. For direct-connect sources, SailPoint automatically creates the account from this configuration. If the source is not configured as a direct-connect source, SailPoint creates and assigns a provisioning task to the source owner and includes the values for the source owner to use in manually creating the account. > [!IMPORTANT] > > This section describes the default **Create Account** configuration. SailPoint recommends that you work with Services to define a provisioning configuration specific to your company's needs. Be sure to verify large changes to the provisioning policy before implementation. Failure to do so might cause provisioning to fail. ## Default Create Account Attributes The following generators create the information required for a new ServiceNow Identity Governance SaaS account. You may need to edit the contents. | Account Attribute | Generator | Description | | --- | --- | --- | | user\_name | Identity Attribute | The user's name. | | first\_name | Identity Attribute | The first name of the user. | | last\_name | Identity Attribute | The last name of the user. | | department | Disable | The user's department name. | | title | Disable | The title or designation of the user. | | password | Generator (Create Password) | This generator creates an initial password for the new account that matches the password policy assigned to the source. | | password\_needs\_reset | Static | Indicates whether the user should be prompted to change their password the next time they sign in. | | locked\_out | Static | Indicates whether the user account is locked. | | active | Static | Indicates whether the user account has been staged for use. | | notification | Static | Indicates whether the user should be notified of changes made to their account. | | calendar\_integration | Static | Indicates whether change requests assigned to the user are sent to their Outlook calendar. | | time\_zone | Static | The user's time zone. | | email | Identity Attribute | The user's email ID. | | mobile\_phone | Disable | The user's mobile phone number. | | phone | Identity Attribute | The user's phone number. | > [!NOTE] > > **Notes** > > - You can edit parts of this configuration in the user interface. Refer to [Editing the Account Creation Configuration](). > - The connector does not provision entitlements that do not exist in ServiceNow. > - The connector supports non-English characters in the email address attribute. > - The connector supports updating accounts with email addresses that use patterns such as `test.email@non.test-domain.com`. > - The source displays the `US/Central` time zone in the create provisioning policy form. # Schema Reference The application schema is used to configure the objects returned from a source. ## Default Correlation Configuration Before you aggregate accounts from this source, you can map account attributes with their corresponding identity attributes based on your requirements. You can customize the correlation configuration. Refer to [Assigning Source Accounts to Identities]() for more information. When you first create the ServiceNow Identity Governance SaaS source, the default correlation mapping is: | Account Attribute | Operation | Identity Attribute | | --- | --- | --- | | user\_name | Equals | Username | | email | Equals | Work email | ## Default Account Schema ### Default Account ID SailPoint requires certain attributes remain in your configuration. These attributes are referred to as Identity Attributes, and they must not be updated. If you update these attributes from their default values, the connector may fail. To resolve any issues caused by changing Identity Attributes, reconfigure them to their default values. The following table lists the Identity Attributes for this connector: | Account ID | Schema Object Type | | --- | --- | | sys\_id | Account | | sys\_id | Group | | sys\_id | Role | ### Default Account Attributes The following is a list of account attributes: | Attribute Name | Description | | --- | --- | | sys\_id | The unique ID generated by the system for the user. | | user\_name | The user's name. | | groups | The list of groups the user belongs to. | | roles | The list of the user's roles. | | first\_name | The user's first name. | | last\_name | The user's last name. | | middle\_name | The user's middle name. | | email | The user's email ID. | | department | The user's department name. | | title | The user's title or designation. | | phone | The user's phone number. | | calendar\_integration | Indicates if change requests assigned to the user are sent to their Outlook calendar. | | sys\_class\_name | The user's class name. | | company | The user's company. | | cost\_center | The user's cost center. | | sys\_created\_on | The date this user was created in ServiceNow. | | sys\_created\_by | The administrator who created the user in ServiceNow. | | active | Indicates if the user account has been staged for use. | | building | The user's building. | | city | The user's city. | | country | The user's country. | | location | The user's location. | | manager | The user's manager. | | manager.id | The user's manager's ID. | | name | The user's name. | | password\_needs\_reset | Indicates if the user will be prompted to change their password at their next login session. | | default\_perspective | The user's default perspective. | | sys\_domain | The user's domain. | | employee\_number | The user's employee number. | | failed\_attempts | A tally of the number of failed attempts. | | gender | The user's gender. | | home\_phone | The user's home phone number. | | ldap\_server | Identifies which LDAP server authenticates the user if there are multiple LDAP servers. | | preferred\_language | The user's spoken language. | | last\_login | The user's last login date. | | last\_login\_time | The user's last login time. | | locked\_out | Indicates if the user account is locked. | | mobile\_phone | The user's mobile number. | | notification | Indicates if the system should notify the user of any changes made to their account. | | schedule | The user's schedule. | | state | The user's state. | | source | Identifies whether LDAP is used to validate a user. If the Source field starts with `ldap`, the user is validated through LDAP. Otherwise, the password on the user record is used to validate the user when they sign in. | | street | The user's street. | | time\_format | The user's selected time format. | | time\_zone | The user's timezone. | | sys\_updated\_on | The timestamp for the user account's most recent update. | | sys\_updated\_by | The user that made the most recent update to the user account. | | sys\_mod\_count | A tally of the number of updates made to the user account. | | vip | Indicates if the user is a VIP. | | zip | The user's ZIP or postal code. | | identity\_type | The user's identity type. | | web\_service\_access\_only | Indicates if the user has web service access only. | ## Default Entitlement Attributes ### Default Group Attributes The following is a list of group attributes: | Attribute Name | Description | | --- | --- | | name | The user group's name. | | sys\_id | The unique ID generated by the system for the user group. | | email | The user group's email address. | | manager | The user group's manager. | | parent | The user group's parent group. | | active | Indicates if the user group has been staged for use. | | cost\_center | The user group's cost center. | | default\_assignee | The user group's default assignee. | | description | The description of the user group. | | exclude\_manager | Indicates if the manager should be excluded from the user group. | | sys\_created\_on | The date the user group was created in ServiceNow. | | sys\_created\_by | The administrator who created the user group in ServiceNow. | | source | The user group's source. | | type | The user group's type. | | sys\_updated\_on | The time stamp for the user group's most recent update. | | sys\_updated\_by | The user that made the most recent update to the user group. | | sys\_mod\_count | A tally of the number of updates made to the user group. | | roles | The list of roles associated with the user group. | ### Default Role Attributes The following is a list of role attributes: | Attribute Name | Description | | --- | --- | | name | The role's name. | | sys\_id | The unique ID generated by the system for the role. | | sys\_replace\_on\_upgrade | Indicates if the system should replace the default version during the next upgrade. | | sys\_name | The role's system name. | | sys\_updated\_on | The time stamp for the most recent update to the role. | | grantable | Indicates if the role can be granted independently. | | sys\_created\_on | The date and time the role was created in ServiceNow. | | suffix | The role's suffix. | | sys\_created\_by | The user that created the role. | | can\_delegate | Indicates if the role can be delegated. | | sys\_policy | Defines how application files are protected when downloaded or installed. | | sys\_updated\_by | The user that last updated the role. | | sys\_tags | The role's tags in the system. | | sys\_package | The name of the application the role is associated with. | | description | The description of the role. | | sys\_class\_name | The role's class name. | | sys\_update\_name | The role's system updated name. | | elevated\_privilege | Indicates if the role is an elevated privilege. | | sys\_mod\_count | A tally of the number of updates made to the role. | | sys\_customer\_update | Indicates if the role was added or modified by a customer. | | sys\_scope | The role's scope within the application. | | includes\_roles | Indicates if the role contains other roles. | | roles | The list of roles contained within the role. | ## ServiceNow Dot Walking The ServiceNow's `sys_user` table includes columns like manager, department, location, cost\_center, company, building, etc. These columns are referenced by or from other tables in ServiceNow. By default, SailPoint aggregates user display names for these references. Dot walking provides access to fields on related tables. If the current table contains a reference to another table, any field on the referenced table can be accessed using dot walking. For example, to get the user\_name of a user's manager use `manager.user_name`. If you are interested in aggregating specific fields on a reference table, you can add those attributes in account schema/group schema/role schema. For example: - `manager.name` - `manager.user_name` - `manager.email` - `cost_center.name` - `cost_center.code` - `company.city` - `building.name` - `location.name` The source then aggregates the data for the reference field once available in the respective schema. The fields are useful for attribute sync feature. For example, to sync an attribute if an Identity's manager field has an email, then the target ServiceNow Application should be mapped to `manager.email` instead of `manager`. ## Custom Attributes The system tables have additional fields that you need to manage using the source. Use this procedure for adding a field to other tables. > [!NOTE] > > A custom attribute must be added to the account schema. Ensure that the custom attribute name is the same as that on the ServiceNow instance. To configure any custom field the import set and transform map must be updated with the custom field. > > New custom fields should be added as strings, not as booleans. When a field is set as a boolean and Attribute Sync is enabled, any updates that don't include changes to that field will flip that field back to false regardless of what the mapped value is. To add an additional field or custom attribute on the ServiceNow SailPointSysUser import set table, complete the following: 1. Go to **System Definition \> Tables**. Search for the User (sys\_user) table. Open the table and look for any additional fields in the **Table Columns** embedded list that are not mapped to the SailPointSysUser import set table. For example, you can add `office` as an additional field. 2. Go to **System Definition \> Tables**. Search the SailpointSysUser table. Open the table and in the **Table Columns** embedded list, and then select **New**. Enter all the required values, and then select **Submit**. 3. Go to **SailPoint Identity Governance Connector \> Import Set Tables \> SailpointSysUser \> Transform Maps \> SailPointSysUser**. Select **New** in the **Field Maps** embedded list to create a new field map. Select the **Source** field as `office` and select the **Target** field as `office`. Add the additional mapping information, and then select **Submit**. # Troubleshooting If you encounter any of the following issues or errors, SailPoint recommends that you follow the guidance provided below to resolve the error before contacting SailPoint Support. For issues or errors that are not addressed in this connector guide, refer to the following resources for troubleshooting information: - [SailPoint Identity Services Documentation]() - [SailPoint Support Knowledge Base]() - [SailPoint Developer Community]() ## Debug Logs For information about managing additional source settings, including debug logging and downloading connector logs, refer to [Managing Additional Settings](). ## Not responding due to an aggregation error The aggregation service needs a response from the downstream connector within five minutes. If it does not receive that, it throws an error. **Resolution**: To prevent that, use `keepAliveTimeInterval`. Update it with the help of the PATCH source API. For example: ```json [ { "op": "add", "path": "/connectorAttributes/keepAliveTimeInterval", "value": 60 } ] ``` ## Zero accounts are found during aggregation If you have a large number of membership records, account aggregation scans can return zero accounts and not display an error. **Resolution**: Increase the `aggregateTimeout`. For example: ```json [ { "op": "add", "path": "/connectorAttributes/aggregateTimeout", "value": 7200 } ] ``` # Uninstall Update-Set The `sys_id` of the update-set based application and store-based application is the same. You need to completely remove the update-set based application before installing the store-based application. > [!NOTE] > > If you encounter any issues contact ServiceNow support. All other customizations should be completely removed. To uninstall an update-set based instance of the SailPoint ServiceNow Connector application complete the following: 1. In your ServiceNow instance, go to **System Applications \> My Company Applications \> Application Manager \> In Development**, and then select the **SailPoint ServiceNow Connector** tile. > **Screenshot** > > [![alt text]()]() 2. Select **Delete**. > **Screenshot** > > [![alt text]()]() 3. When prompted for confirmation, select **Delete**. 4. Go to **System Update Sets \> Local Update Sets** and confirm that the SailPoint ServiceNow Connector application was deleted. If it wasn't, select the application entry and then select **Delete**. 5. Go to **System Update Sets \> Retrieved Update Sets** and confirm that the SailPoint ServiceNow Connector application was deleted. If it wasn't, select the application entry and then select **Delete**. > **Screenshot** > > [![alt text]()]() 6. Sign out and then sign in to your ServiceNow instance. Confirm that the SailPoint ServiceNow Connector is no longer present on this instance. # Upgrade Considerations To install a new SailPoint Identity Governance connector application from the ServiceNow Application Store, contact the ServiceNow Support team to uninstall the existing update set based on the SailPoint ServiceNow Connector for ServiceNow application.