# SailPoint ServiceNow Identity Governance Connector Documentation > ServiceNow Identity Governance Connector Documentation # Documentation # Additional Information This section describes the additional information related to the connector. ## Session Management A REST session is a glide session established with a ServiceNow instance by any external REST client like the SailPoint Identity Governance connector for ServiceNow. It was observed that for every request the connector would open one session which resulted in opening a number of sessions on ServiceNow. With this release of the SailPoint Identity Governance connector for ServiceNow, the connector will maintain a pool of sessions (using the following parameters) which will be reused for subsequent operations: - `sessionPoolSize`: It defines how many maximum sessions can be opened on the ServiceNow. This parameter can be set in the application template using the debug page. The default value is 10. - `sessionRetryCounter`: It defines how many times SailPoint should try to get a free session from `sessionPoolSize`. This parameter can be set in the application template using the debug page. The default value is 10. ### Behavioral Change The following are the behavioral changes observed with an increase or decrease of the `sessionPoolSize` or `sessionRetryCounter` parameters: - If the value of the `sessionPoolSize` or `sessionRetryCounter` parameters have been increased, you must perform a test connection for the changes to take effect. The following examples set `sessionPoolSize` or `sessionRetryCounter` to 15. `Key: sessionRetryCounter and value-15` `Key: sessionPoolSize and value - 15` > **Note** > > If the value of `sessionPoolSize` is increased, the ServiceNow connector opens a new set of sessions. The sessions that were opened in ServiceNow, are closed after timeout in ServiceNow. - If the value of `sessionPoolSize` is decreased (for example from 10 to 5) the value is changed after restarting the Server. - If the value of the `sessionRetryCounter` is decreased, you must perform a test connection for the changes to take effect. > [!NOTE] > > - The SailPoint Identity Governance connector for ServiceNow creates a new set of sessions on each test connection. > - Consider the following while defining the session pool size. The number of session pool size required to handle the ServiceNow connector requests depends on the number of client requests. It also depends on the load on SailPoint, and the ability of the ServiceNow instance to work with those sessions. # Connecting SailPoint and ServiceNow Identity Governance 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 **Configure**. 5. In the **Source Name** field, enter a unique and descriptive name for your source. Source names cannot exceed 128 characters. 6. 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. 7. 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](). 8. Under **Connection Type**, select **Direct Connection** or **Flat File**. - **Direct Connection** - A direct connection fetches data from the **Virtual Appliance Cluster** you choose as the application connector for the source. A direct connection configuration allows for real-time updates. For more information about configuring and deploying virtual appliances, refer to the [Virtual Appliance Reference Guide](). - **Flat File** - Select the flat file if no connector is available, or if another system restricts the connection. This option allows only reading and aggregating data as a generic/delimited application. Provisioning activity is unsupported, and additional configuration pages like connection settings and aggregation settings are unavailable. 9. If you selected **Direct Connection**, in **Virtual Appliance Cluster**, select the virtual appliance cluster that will be used as the application connector for the source. 10. (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](). 11. 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](). 12. 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. In the **Virtual Appliance Cluster** dropdown list, select the virtual appliance to use when communicating with your organization's systems. For more information, refer to [SailPoint Virtual Appliances](). 4. (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](). 5. Configure the authentication to allow SailPoint to connect to the source. Refer to [Connection Settings](<#connection-settings>) for more information. 6. (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](). 7. (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. 8. 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]()]() 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**. ## 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 Settings In the **Aggregation Settings \> Partitioning Settings** section, configure the partitioning aggregation parameters. > [!NOTE] > > **Screenshot** > > [![alt text]()]() 1. Select **Enable Partitioning** to improve the performance of aggregation tasks. 2. Enter the user partitioning scheme in the **User Partitions**. See [Partitioning Aggregation](<#partitioning-aggregation>) for more information. > **Note** > > If Partitioning is enabled and **User Partitions** is not specified, the default partitioning values would be considered. 3. Enter the **Number of Partitioning Threads**. The default is 8. 4. Select **Save**. ### Partitioning Aggregation The ServiceNow connector supports partitioning aggregation only for the accounts. The default partitioning values available are: `sys_idBETWEENa@m, sys_idBETWEENm@z^ORsys_idSTARTSWITHz, sys_idBETWEEN0@5, sys_idBETWEEN5@9^ORsys_idSTARTSWITH9` You can edit/add more partitions by comma-separated values to utilize the partitioning aggregation. Edit the above default partitioning values to meet the requirements. 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` > [!NOTE] > > If partitioning is enabled and **User Partitions** is not specified, the default partitioning values will be considered. ### Additional Settings In the **Aggregation Settings \> Additional Settings** section, you can provide settings for managing roles for group as well as inherited role. > [!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: ### Timeout Settings > [!NOTE] > > **Screenshot** > > [![alt text]()]() To configure aggregation and provisioning timeout complete the following: 1. Enter the **Aggregation Timeout** (in seconds), after which the aggregation operation is halted. 2. Enter the **Provisioning Timeout** (in seconds), after which the provisioning operation is halted. 3. Select **Save**. ### 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. # Frequently Asked Questions This Frequently Asked Questions (FAQs) section provides answers to the most commonly asked questions for the ServiceNow Identity Governance 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 The ServiceNow Identity Governance 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 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 connector supports the following features: - Loading and provisioning of ServiceNow Accounts - Delta aggregation to synchronize the changes from ServiceNow - \*Password management > [!IMPORTANT] > > - To use any of the features marked with an asterisk(\*), SailPoint must activate them for your site. > - Defining a SailPoint Identity Governance Connector for ServiceNow is separate from creating a ServiceNow integration. For more information about integration options, see the [ServiceNow SIM Integration Guide](). The following feature support is not applicable for this connector: - Removing Entitlement / Removing Group - Deleting User ### Group and Entitlement Objects This connector supports the following group and entitlement objects: | ServiceNow Managed System Object | ServiceNow Source Object | Supported Operation | | --- | --- | --- | | Groups in the Group `[sys_user_group]` table | Group names as group object | Read | | Groups in the Group `[sys_user_group]` table | 'groups' as entitlement object | Add entitlements | ### 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) | ✔ | ✔ | ✔ | ### 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](). ## 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 connector supports the ServiceNow releases mentioned in the [ServiceNow Store](). - ServiceNow Rest API supports Basic and OAuth2 authentication methods with the Refresh Token and Client Credentials Grant Type. - Each client must perform the OAuth setup to participate in OAuth authorization. ## Prerequisites - The SailPoint Identity Governance connector for ServiceNow connector is certified and published on the ServiceNow Application store. You can directly install the app from the store and begin using it. - You must install the update set from the [ServiceNow Application store](). Go to the ServiceNow Application Store \> Search for SailPoint Identity Governance Connector. - You must assign the `x_sapo_iiq_connect.admin` role to the Service Account of SailPoint Identity Governance connector for ServiceNow. - ServiceNow security limits access to higher privileged roles unless the user possesses that specific role. This restriction applies to roles such as "admin," "sn\_hr\_core.admin," or any role with the "Assignable by" field populated. - To ensure that the connector user can access these roles correctly, it is recommended to assign all such roles manually to the connector user based on their usage. > **Note** > > - The Service Account is the account that is used during source configuration to connect to the managed system. > - The provisioning and de-provisioning of the `security_admin` role is not supported by the ServiceNow Governance connector due to its heightened security implications. - `x_sapo_iiq_connect.admin` is required for both Basic and OAuth2. The Service Account user should create an OAuth Client for the Refresh Token Grant Type. > **Note** > > For Basic Authentication, if Basic authentication restriction is enabled, assign the `snc_basic_auth_api_access` role to the service account or enable Web service access only. This applies from ServiceNow Yokohama, Zurich, and later versions of ServiceNow. Confirm the restriction under **All \> Basic Auth Restriction \> Properties**. OAuth is not affected. For more information, refer to [Basic authentication restriction](). - For the OAuth2 Client Credentials Grant Type: - ServiceNow validates the access token received from the OpenID Connect (OIDC) provider and matches the User Claim (e.g., email) and User Field (email) for successful authentication. Users found with the User Field value should have the `x_sapo_iiq_connect.admin` role. - On the API table 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. - Configure at least one virtual appliance cluster and successfully test the connection. For more information, refer to the [Virtual Appliance Reference Guide](). ### Supporting the Unlock Operation in ServiceNow 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\_user.locked\_out | record | read | User `[sys_user]` | Locked out | > [!NOTE] > > For more information on creating an ACL, refer to [ServiceNow: Create an ACL rule](). > [!NOTE] > > For more information on configuring any custom field refer to [Custom Attribute for SailPoint Identity Governance Connector for ServiceNow](). ## Required Permissions For the ServiceNow Identity Governance 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. If **Update** is unavailable, select **Save**. # Provisioning Policy The ServiceNow Identity Governance 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 account. You may need to edit the contents. | Account Attribute | Generator | Description | | --- | --- | --- | | user\_name | Generator (Create Unique Account ID) | This generator uses the value in the **Pattern Used** field to generate a unique user ID for the new account. | | 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 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. | | 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**. # Migrate VA-based Source to a SaaS Source Some sources that are connected to virtual appliance (VA) clusters can be migrated to SaaS connections. This ensures data (users and entitlements) remain intact and can maintains your source configurations like access profiles, roles, password settings, and correlation configurations when switching from a VA cluster to a SaaS connection. To migrate a source from a VA-based source to a SaaS source, you will provide configuration details on a draft version of the source before publishing the source. > [!NOTE] > > - You must have an Admin or Source Admin user level to migrate a source. A draft version of the source is created. As your migration process is in progress the live source will continue to work as it is. For more information on the ServiceNow Identity Governance SaaS connector, refer to the [ServiceNow Identity Governance SaaS Supported Features](). ## Important Considerations Before Migrating - You do not need to edit additional configurations (other than connection credentials) to migrate the source. - If your source migration is in progress, please do not make any configuration changes to your live source as those can be overwritten once you apply the migration your draft version. - Once you've gone ahead with your migration, it can't be rolled back. Your source is permanently migrated to a SaaS source. - Any preview operations or configuration changes on the draft source will not impact the live source until you apply the migration. ## Migrating Sources To migrate your source, complete the following: 1. Go to **Admin \> Connections \> Sources**. 2. Select or edit the VA-based source you want to migrate. 3. Open the source configuration, and select **Migrate to SaaS**. 4. When prompted, select **Continue**. A draft version of the source is created. The live source will continue to work. 5. Select **Connection Settings**. 6. Re-enter encrypted configuration details. For example, you might need to re-enter the Client Secret, Password, Refresh Token, Personal Access Token (PAT), or Certificates to migrate from the VA cluster to the SaaS connection. > **Important** > > Avoid editing the other configuration options in the draft source. 7. Select **Review and Test**. 8. Select **Test Connection**. 9. (Optional) Select **Accounts**. If you successfully tested your connection in **Review and Test**, you can select **Preview** to display a subset of accounts from the application that will be mapped to SailPoint identities. This can help ensure you are accurately connecting identity data from the application with SailPoint identities. 10. (Optional) Select **Entitlements**. If you successfully tested your connection in **Review and Test** and your source type supports entitlement type configuration, you can select **Preview** to view a preview of entitlements using the current configuration settings. 11. When you've finished reviewing your changes and successfully tested your connection, select **Apply Migration**. Your changes will be applied to the live source and the draft source will be deleted. ## Viewing Source Migration Status You can view the status and creation date of draft sources. 1. Go to **Admin \> Connections \> Sources \> Source Migration Status**. 2. Select **Source Migration Status**. 3. To view or edit the draft source, select **Actions** ![]() **\> Preview** on the draft source. 4. To delete the draft source, select **Actions** ![]() **\> Delete** on the draft source. # Enable Connector Logging This topic provides the steps needed to enable logging on SailPoint using REST APIs. > [!NOTE] > > This topic only applies to VA-based integrations. > [!NOTE] > > The examples provided might not match your configuration. Use the logging levels and logging classes reference at the bottom of the topic to configure your API responses to match your connector. This process is broken up into four steps: 1. Identify the Virtual Appliance (VA) cluster on which you want to enable logging. 2. Get the logging configuration for the existing VA cluster. 3. Update the VA cluster to enable logging levels. 4. Observe logging changes to the logging levels. ### Identify the Virtual Appliance Cluster Select the VA on which you need to enable logging using REST API. If you already know the VA application's `id`, proceed to [Get the Logging Configuration](<#get-the-logging-configuration>). 1. Make the following call to the REST API to return a list of available VA clusters: GET /v3/managed-clusters The REST API returns a response that looks similar to the following: ```json [ { "id": "2c9180866166b5b0016167c32ef31a66", "name": "Development Cluster", "description": "Development Cluster", "clientType": "CCG", "ccgVersion": "373_535_70.2.0", "pinnedConfig": true, "logConfiguration": null }, { "id": "2c9180846a93ce60016ab29f039944de", "name": "Cloud Cluster", "description": "Cloud Cluster", "clientType": "CCG", "ccgVersion": "373_535_70.2.0", "pinnedConfig": true, "logConfiguration": { "clientId": null, "durationMinutes": 60, "expiration": "2020-12-15T19:13:36.079Z", "rootLevel": "DEBUG", "logLevels": { "sailpoint.connector.ADLDAPConnector": "DEBUG" } } } ] ``` > **Note** > > The previous example code shows two VA clusters. One VA cluster has a log configuration and the other does not (refer to the `logConfiguration` value in each returned VA cluster). This is because one of the clusters already has logging enabled. This is just an example configuration, and your environment may not have logging enabled on a cluster. 2. Identify the VA cluster that you want to enable logging on by its name or description and record its `id` attribute. ### Get the Logging Configuration Get your selected VA's cluster logging configuration and identify the values you need to update. 1. Make the following call to the REST API to return the VA cluster's logging configuration. Replace `{id}` with the VA cluster's `id` attribute value recorded earlier. GET /v3/managed-clusters/{id}/log-config - If the VA doesn't have a logging configuration currently set, it returns `204 No Content` as a response. - If the VA has an existing logging configuration, it returns something similar to the following: ```json { "clientId": null, "durationMinutes": 60, "expiration": "2020-12-15T19:13:36.079Z", "rootLevel": "DEBUG", "logLevels": { "sailpoint.connector.ADLDAPConnector": "DEBUG" } } ``` You'll need to configure the following information in the response: - `durationMinutes` is the number of minutes logging should remain enabled. - `rootLevel` is the default level for all logs. For more information, refer to [Logging Levels](<#logging-levels>). - `logLevels` is a map object with logging classes as keys and logging levels as values. - For keys, refer to [Logging Classes](<#logging-classes>) for commonly used logging classes. - For a list of available values, refer to [Logging Levels](<#logging-levels>). ### Update Logging Configuration Update the VA cluster configuration returned by the REST API to update the logging settings as needed. 1. Make the following call to the REST API to update the VA cluster's logging configuration. Replace `{id}` with the VA cluster's `id` attribute value recorded earlier. PUT /v3/managed-clusters/{id}/log-config 2. Submit your configuration changes to the REST API in a JSON body. - If the VA cluster did not already have a logging configuration and you received a `204 No Content` response, you can create a new one. - If the VA returned a configuration, you can edit it to include the changes. The JSON body should be as follows: ```json { "durationMinutes": 60, "rootLevel": "DEBUG", "logLevels": { "sailpoint.connector.ADLDAPConnector": "DEBUG" } } ``` Consider the following as you edit the JSON: - `durationMinutes` is the number of minutes logging should remain enabled. - `rootLevel` is the default level for all logs. For more information, refer to [Logging Levels](<#logging-levels>). - `logLevels` is a map object with logging classes as keys and logging levels as values. - For keys, refer to [Logging Classes](<#logging-classes>) for commonly used logging classes. - For a list of available values, refer to [Logging Levels](<#logging-levels>). If the update was successful, the REST API should return a response similar to the following: ```json { "clientId": null, "durationMinutes": 60, "expiration": "2020-12-15T19:13:36.079Z", "rootLevel": "DEBUG", "logLevels": { "sailpoint.connector.ADLDAPConnector": "DEBUG" } } ``` ### Observe Logging Changes Approximately five minutes after you update the configuration, the VA cluster starts generating log files you can review. You can view the log files in **ccg.log**. ### References The tables in this reference section list information that can be helpful when creating the JSON body you'll use to configure the VA cluster's configuration file. #### Logging Levels | Logging Level | Description | | --- | --- | | ERROR | Designates error events that might still allow the connector to continue. | | WARN | Designates potentially harmful situations. | | INFO | Designates information messages that highlight process at a coarse-grain level. | | DEBUG | Very verbose. Fine grain logging levels used for development and debugging. | | TRACE | Most verbose. Finer grain logging levels than debugging. | #### Logging Classes | Connector | Logging Class | | --- | --- | | Active Directory | sailpoint.connector.ADLDAPConnector sailpoint.connector.LDAPConnector | | AIX | openconnector.connector.unix.AIXConnector openconnector.connector.unix.UnixConnector | | Amazon Web Services | logger.aws.name=openconnector.connector.aws logger.aws.level=trace logger.aws.additivity = false logger.aws.appenderRef.rolling.ref = STDOUT | | Atlassian Suite Cloud | sailpoint.connector.OpenConnectorAdapter openconnector.connector.atlassian.AtlassianConnector | | Atlassian Data Center | sailpoint.connector.OpenConnectorAdapter openconnector.connector.atlassian.AtlassianDataCenterConnector | | Microsoft Entra ID | sailpoint.connector.AzureADConnector | | Box | openconnector.connector.BoxNetConnector sailpoint.connector.OpenConnectorAdapter | | Cerner | openconnector.connector.CernerConnector sailpoint.connector.OpenConnectorAdapter | | Delimited File | logger.DelimitedFileConnector.name = sailpoint.connector.DelimitedFileConnector logger.DelimitedFileConnector.level = debug logger.DelimitedFileConnector.additivity = false logger.DelimitedFileConnector.appenderRef.rolling.ref = STDOUT | | Dropbox | openconnector.connector.DropBoxConnector sailpoint.connector.OpenConnectorAdapter | | Epic | openconnector.connector.EPICConnector sailpoint.connector.OpenConnectorAdapter | | GE Centricity | openconnector.connector.GECentricity sailpoint.connector.OpenConnectorAdapter | | Google Apps / G Suite | openconnector.connector.GoogleAppsDirect sailpoint.connector.OpenConnectorAdapter | | IBM i | openconnector.connector.IBMiConnector | | Lotus Domino | sailpoint.connector.LotusDomino | | JDBC | sailpoint.connector.JDBCConnector | | Sun One LDAP | sailpoint.connector.LDAPConnector | | Linux | openconnector.connector.unix.LinuxConnector sailpoint.connector.OpenConnectorAdapter sailpoint.connector.UnixConnector | | Microsoft Office365 | sailpoint.connector.Office365Connector | | Microsoft SQL Server | sailpoint.connector.mssql.serviceimpl.MSSQLServerConnectorV2 | | Okta | logger.openconnector.name = openconnector.connector.okta.OktaConnector logger.openconnector.level = debug logger.openconnector.additivity = false logger.openconnector.appenderRef.rolling.ref = STDOUT | | Oracle Database | sailpoint.connector.OracleDBConnector sailpoint.connector.JDBCConnector | | Oracle E-Business | sailpoint.connector.OracleEBSConnector sailpoint.connector.JDBCConnector | | Oracle Fusion HCM | openconnector.connector.oraclefusionhcm.OracleFusionHCMConnector sailpoint.connector.OpenConnectorAdapter | | Oracle HCM Cloud | sailpoint.connector.oraclehcmcloud.OracleHCMCloudConnector | | Oracle HRMS | sailpoint.connector.OracleAppsHRMSConnector sailpoint.connector.JDBCConnector | | Oracle Netsuite | openconnector.connector.netsuite.NetsuiteConnector | | PeopleSoft ERP | openconnector.connector.PeopleSoftConnector sailpoint.connector.OpenConnectorAdapter | | PeopleSoft HRMS | sailpoint.connector.PeopleSoftHRMSConnector | | RemedyForce | sailpoint.connector.ForceConnector | | RSA Authentication Manager | openconnector.connector.RSAConnector openconnector.connector.rsa.RSAHTTPClient sailpoint.connector.OpenConnectorAdapter | | Salesforce | sailpoint.connector.ForceConnector | | SAP Concur | openconnector.connector.sapconcur.SAPConcurConnector | | SAP - Direct | sailpoint.connector.SAPConnector sailpoint.connector.SAPInternalConnector | | SAP GRC | logger.SAPGRCConnector.name = sailpoint.connector.sapgrc logger.SAPGRCConnector.level = debug logger.SAPGRCConnector.additivity = false logger.SAPGRCConnector.appenderRef.rolling.ref = STDOUT | | SAP HR/HCM | sailpoint.connector.SAPHRInternalConnector | | SCIM 1.1 | openconnector.connector.SCIMConnector sailpoint.connector.OpenConnectorAdapter | | SCIM 2.0 | openconnector.connector.scim2.SCIM2Connector sailpoint.connector.OpenConnectorAdapter | | ServiceNow | openconnector.connector.servicenow.ServiceNowConnector openconnector.connector.servicenow.ServiceNowRestClient sailpoint.connector.OpenConnectorAdapter | | ServiceNow Service Desk Integration | openconnector.connector.servicedesk.ServiceNowServiceDeskConnector sailpoint.connector.OpenConnectorAdapter | | Siebel | openconnector.connector.SiebelConnector sailpoint.connector.OpenConnectorAdapter | | Snowflake | openconnector.connector.snowflake.SnowflakeConnector sailpoint.connector.OpenConnectorAdapter | | Solaris | openconnector.connector.unix.SolarisConnector openconnector.connector.unix.UnixConnector sailpoint.connector.OpenConnectorAdapter | | SuccessFactors | sailpoint.connector.SuccessFactorsConnector | | Sybase | sailpoint.connector.SybaseDirectConnector sailpoint.connector.JDBCConnector | | Webex | openconnector.connector.Webex sailpoint.connector.OpenConnectorAdapter | | Workday | openconnector.connector.WorkDay sailpoint.connector.OpenConnectorAdapter | | Workday Accounts | openconnector.connector.workdayaccounts openconnector.connector.workdayaccounts.WorkdayAccountsConnector sailpoint.connector.OpenConnectorAdapter | | Web Services | sailpoint.connector.WebServices | | XML | openconnector.connector.XMLConnector sailpoint.connector.OpenConnectorAdapter | | Yammer | openconnector.connector.YammerConnector sailpoint.connector.OpenConnectorAdapter | | Zoom | openconnector.connector.zoom.ZoomConnector sailpoint.connector.OpenConnectorAdapter | # 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]() ## Retry Failures Encountered During Aggregation The SailPoint Identity Governance connector for ServiceNow attempts to retry aggregation failures (for various reasons, such as token expiration). **Resolution**: On the **Advanced Settings** page on the UI, add entries to the **Retry Error List** and enter the maximum number of times you want to retry the aggregation. The default number of retries is 1. ## If you Configure the Application to use OAuth 2.0 Authentication with the Refresh Token Grant Type and the Refresh Token is Expired or Invalidated on the ServiceNow Instance and Error is Displayed The ServiceNow source does not automatically regenerate the Refresh Token if it expires. The default Refresh Token lifespan is 8,640,000 seconds in ServiceNow. The following error is displayed when you have an expired token: ```text [ InvalidConfigurationException ] [ Possible suggestions ] a) Make sure the configuration details are correct. b) Make sure the user is active on the ServiceNow instance. [ Error details ] Authentication failed. Status: 401 , Output: access_denied, Detail: server_error ``` **Resolution**: Regenerate a new Refresh Token manually and go to **Connection Settings** and enter the new token in the **Refresh Token** field. ## A Record is Not Created or Updated If a record is not created or updated on ServiceNow and there are no errors displayed. **Resolution**: Verify the record in the relevant import set table is listed in the following: - SailPointSysUserGrmember - SailPointSysUsers - SailPointSysUserGroup ## Create Account Failed with an Error Message Create account failed with the following error message: ```text HTTP/1.0 302 Found ``` This error code indicates that the requested resource has been temporarily moved to the URL given by the location header. This error is displayed when `http` is used in the ServiceNow URL. **Resolution**: Use `https` in the ServiceNow URL. ## Unable to Provision Space " " to Custom Attribute for Choice Type List **Resolution**: Include an `onComplete` event script (which will run after all rows are already mapped from the staging table to the target table) on the respective ServiceNow instance. Then perform the following: - Mention the custom choice field type attributes that must be cleared. - Explicitly set the custom field type attribute string to `NULL` when the connector provisions a `--NONE--` string. Complete the following to reset the custom choice field type to `--NONE--`: 1. On the ServiceNow instance, configure custom attributes with Choice List and Select Type as string and Choice as `--NONE--` in the Choice List specification section of the `SailPointSysUser` table. 2. Go to **SailPoint Identity Governance Connector \> Transform Maps \> SailPointSysUser**. 3. Go to the **Transform Scripts** column section and select **New**. Then select the `onComplete` script in the **When** field section and add the script to reset Choice field attributes to `--NONE--` in the Script section. For example, for the following custom attributes with the Choice field type, set the attributes to `NULL` whenever the user sends the string `NONE` in SailPoint provisioning for the Choice field type. For a normal text field, a single space (`" "`) is enough to clear the target field. - `u_team` - `u_fruit` This can be defined in the `onComplete` event script as follows: ```javascript (function runTransformScript(source, map, log, target /*undefined onStart*/ ) { //Put here all the custom created choice fields as below if(source.u_team=="NONE") target.setValue('u_team',"NULL"); if(source.u_fruit=="NONE") target.setValue('u_fruit',"NULL"); //target should be updated only once target.update(); })(source, map, log, target); ``` > **Note** > > Similarly add the required respective choice field attributes in the above script whenever applicable. ## User Status Is Not Set Correctly During Account Aggregation When the language on the ServiceNow managed system is set to a language other than English, the user status is set incorrectly during account aggregation. **Resolution** - Set `sysparm_display_value` to `all` for the non-English ServiceNow platform using the **Advanced Settings \> Request Parameter Map** field. Refer to [Request Parameter Map]() for more information. ## User Group Warning Message The SailPoint Identity Governance Connector for ServiceNow logs a warning message when the connections of 'user to group' are not found. ## Company Attribute is not Aggregated in ServiceNow Error For the SailPoint Identity Governance connector for ServiceNow if there is error in the aggregation of the company attribute. **Resolution**: On your ServiceNow instance, create a read ACL on the `core_company` table and add the `x_sapo_iiq_connect.admin` role to it. ## Account Aggregation Error The following error is displayed: ```text Unable to fetch next block of account. Exception occurred during account aggregation. Transaction canceled: maximum execution time exceeded. ``` ServiceNow prevents inbound REST requests that are running for longer than 60 seconds. **Resolution**: Increase the transaction quota for REST request timeout using the following steps: 1. Go to **System Definition \> Transaction Quota Rule**. 2. Enter a higher value in **Maximum Duration** (seconds) for REST API request timeout. For more details on configuring Quota Rules, see the [ServiceNow Configure a transaction quota rule]() topic. ## Create / Provisioning Option Fails with an Error Message Create/ Provisioning operation fails with the following error message: ```text openconnector.InvalidRequestException: Native identifier cannot be empty, ERROR","message":"Failed to read the account 'null'. ``` ServiceNow fails to return success response back to SailPoint when required provisioning is successful at the ServiceNow side. **Resolution**: The service account must have the `import_admin` role for the provisioning operation to complete successfully. ## Unable to Assign the admin/security\_admin Role with Minimum Permissions The following error message appears when a user with minimum permissions assigns the `admin/security_admin` role: ```text sailpoint.connector.ConnectorException: [ConnectorException] [Error details] Request execution failed for the sys_id 'null'. Error occured during row insert; Target record not found ``` **Resolution**: Starting with the ServiceNow London release, ServiceNow does not allow a user with minimum permissions to assign the `admin/security_admin` role. ## Groups Are Not Being Pulled in Correctly During Account Aggregation When running account aggregation, groups are not being aggregated when using the `accountFilterAttribute` with multiple and/or conditions, and no errors are being displayed. **Resolution**: When adding the `accountFilterAttribute` to the account xml, instead of adding the filter condition as `source=piyush^ORsource=Pankaj`, set the filter condition using `sourceINPiyush,Pankaj` ## The Attribute is Not Synchronized This error occurs when the ServiceNow account attribute is not defined in the [Use Sys ID Reference]() and [Request Parameter Map]() fields. **Resolution**: Add the required attribute in the [Use Sys ID Reference]() field. Also, in the [Request Parameter Map]() field, set the value for `sysparm_display_value` equals to `all`. Refer to [Advanced Settings]() for more information. ## Only sys\_id is Getting Aggregated During Entitlement Aggregation During entitlement aggregation, the sys\_id value is getting aggregated instead of the Role Name/Display Value. **Resolution**: Ensure that the proper ServiceNow Admin permissions are provided on your ServiceNow instance. For more information, refer to the [Prerequisites]() section for the necessary Admin permissions. ## Delta Account Aggregation Takes a Long Time to Complete The entitlement attributes like groups and roles are present in the account schema and when the updated membership for users count is less, the delta account aggregation takes longer than expected. **Resolution**: Add the `maxDeltaAccountsCountToSkipCache` attribute in the Source XML with the value as per your requirement. The default value of this attribute is 0. For example, ```text key = "maxDeltaAccountsCountToSkipCache" value = "10" ``` This value must be optimal and should be decided on the basis of your environment and day-to-day delta account changes. > [!NOTE] > > The `maxDeltaAccountsCountToSkipCache` attribute is not valid/used during full aggregation. ## If you configure the application to use OAuth 2.0 authentication with the client credentials Grant Type and `invalid_scope` error is displayed while getting access token The following error message appears when getting an access token from the Okta Authorization server: ```text The authorization server resource does not have any configured default scopes, 'scope' must be provided. ``` **Resolution**: Add the scope attribute in the source XML with the value as per your requirement. The scope parameter is an optional parameter that does not contain a default value. For example, ```text key = "scope" value = "someScope" ``` ## ServiceNow attribute sync truncates Business Title to 60 characters **Resolution**: The staging table `x_sapo_iiq_connect_sysuser` and the `sys_user` table both limit the length of the `title` column length to 60. Update the max length in both tables accordingly. ## Authentication Fails with Status 401 The `create_ticket` operation fails with the following error: ```text Authentication failed. Status: 401 - User is not authenticated / Required to provide Auth information ``` This error indicates that ServiceNow rejected the integration credentials. The issue is related to the source configuration rather than a provisioning defect. **Resolution** - Verify the following: - The ServiceNow integration user is active. - For the password grant, the token URL is `https://.service-now.com/oauth_token.do`. - The username, password, client ID, and client secret are configured correctly. - For the refresh token grant, regenerate the refresh token and save the updated token in the source configuration. - The `oauth_token.do` endpoint returns HTTP 200 before you retry `create_ticket`. # Timeout Errors and Settings Timeout errors might occur when SailPoint is waiting for a response from the Virtual Appliance (VA). These errors are applicable to all connectors and tend to occur during the setup of sources or when sources are down. This document is designed to give specific information that can be used to resolve these errors. Each timeout attribute has a default time value that is listed in seconds or minutes. Increasing the time value may resolve the error as it will allow for longer communication time between the two systems, thus avoiding the timeout error. > [!IMPORTANT] > > Add the necessary attributes or values before performing the "replace" operation, as missing attributes will cause the operation to fail. To increase the communication time, increase the value of the appropriate timeout attribute. Then submit the change to the VA using the SailPoint REST API. > [!NOTE] > > For more information on SailPoint's REST APIs, refer to [Best Practices: REST API Authentication]() and [REST API - Update Source (Partial)]() in the SailPoint Developer Community. ### aggregateTimeout **Description:** This parameter is set for the aggregation timeout, measured in seconds. **Resolution:** Increase the `aggregateTimeout` value gradually to optimize aggregation. Start with 180, then increase to 600, 900, and finally 1800. The maximum value is 3600 seconds. For example: If your current time value is 180 seconds, update the `aggregateTimeout` attribute as follows: ```json [ { "op": "replace", "path": "/connectorAttributes/aggregateTimeout", "value": 600 } ] ``` ### healthCheckTimeout **Description:** This parameter is set for the test connection and health check timeout. **Resolution:** The default value is 30 seconds. If the timeout error continues, increase the value in 15 second increments and try again. For example: If your current time value is 30 seconds, update the `healthCheckTimeout` attribute as follows: ```json [ { "op": "replace", "path": "/connectorAttributes/healthCheckTimeout", "value": 45 } ] ``` ### provisioningTimeout **Description:** This parameter is set for provisioning timeout. **Resolution:** Increase the `provisioningTimeout` value gradually to optimize provisioning. Start with 180, then increase to 360, and finally 600. The maximum value is 600 seconds. For example: If your current time value is 180 seconds, update the `provisioningTimeout` attribute as follows: ```json [ { "op": "replace", "path": "/connectorAttributes/provisioningTimeout", "value": 360 } ] ``` ### timeout **Description:** This parameter is set for pass-through authentication timeout. **Resolution:** The default value is 15 seconds. If the timeout error continues, increase this value in 15 second increments and try again. For example: If your current time value is 15 seconds, update the `timeout` attribute as follows: ```json [ { "op": "replace", "path": "/connectorAttributes/timeout", "value": 30 } ] ``` ### apiTimeout **Description:** This parameter is set for API time tracking; customers can check it using an external tool. **Resolution:** The default value is 60 seconds. If the error continues, increase the value by 15 second increments and try again. For example: If your current time value is 60 seconds, update the `apiTimeout` attribute as follows: ```json [ { "op": "replace", "path": "/connectorAttributes/apiTimeout", "value": "75" } ] ``` ### timeoutInSeconds **Description:** This parameter helps prevent the VA from waiting indefinitely for an API response, ensuring efficient handling of API requests. For example: If your current time value is 30 seconds, update the `timeoutInSeconds` attribute as follows: ```json [ { "op": "replace", "path": "/connectorAttributes/timeoutInSeconds", "value": "15" } ] ``` # 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.