Integrating with ServiceNow

ServiceNow can be added as a ScalePad integration to sync your clients, hardware, people, tickets, time entries, contracts, and opportunities from ServiceNow into Lifecycle Manager. This article covers the steps required to add ServiceNow as an integration.

Step 1: Creating a ServiceNow integrator account

Lifecycle Manager connects to ServiceNow using the Table API over REST, authenticated with Basic Auth using your integrator account's credentials.

One-way sync permissions

Grant read access, including record-level visibility (ACL/RLS), to the tables below.

• sys_choice is required no matter what you sync. It stores the readable labels behind ServiceNow's dropdown values, like ticket or hardware status, so Lifecycle Manager can show them correctly.

Clients: core_company, customer_account, cmn_department, cmn_location, and domain (only if you choose ServiceNow domains, rather than another attribute like company names, as the source for organization names in Step 2).

Hardware: cmdb_ci, cmdb_ci_hardware, cmdb_ci_vm, plus each cmdb_ci_* child table containing devices you want to sync (for example cmdb_ci_computer, cmdb_ci_server), and cmdb_model.

Software: read access to the Application table.

People: sys_user, sys_user_group.

Tickets: task, sys_journal_field, task_sla.

Time entries: task_time_worked.

Contracts: sn_pss_core_service_contract, sn_pss_core_service_contract_line, contract_sla.

Opportunities: which tables you need depends on which ServiceNow module you use. For the core Opportunity Management module: sn_opty_mgmt_core_opportunity, sn_opty_mgmt_core_opportunity_line_item. For Customer Service Management (CSM) opportunities: sn_csm_opportunity, sn_csm_opportunity_item.

Two-way sync permissions

All one-way sync permissions above, plus write access to the cmdb_ci table's purchase_date and warranty_expiration fields. See Introduction to Two-Way Syncing for more detail.

Step 2: Adding ServiceNow as a ScalePad integration

1. Log in to ScalePad at app.scalepad.com, click Integrations, then Add Integration.
2. Search for ServiceNow and click the ServiceNow tile.
3. Enter your ServiceNow hostname (with no https:// or trailing path, for example awesomecompany.service-now.com), your integrator account's username and password, an optional MFA code, and choose which ServiceNow attribute to use for organization names.
4. Click Connect now. Lifecycle Manager runs an initial sync to discover your ServiceNow data.

Step 3: Setting your sync preferences

Once the initial sync finishes, your sync preferences become available:

1. Under Preferences > Two-Way Sync, select the fields you want written back to ServiceNow (Warranty Expiration Date, Purchase Date — both optional).
2. Under Preferences > Hardware, optionally select Sync assets without serial numbers (some information may be unavailable for these).
3. Under Configuration item hardware status and install status, select which statuses to sync — available options depend on your ServiceNow instance's configured values.
4. Under Configure fields > Hardware, review the automatic mapping of your ServiceNow configuration item tables to ScalePad hardware types, and adjust as needed.
5. Click Save and sync now to save and run a new sync, or Save to save without syncing immediately.