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ServiceNow plugin

Documentation Team
  • Updated

ServiceNow plugin

Visit our website to see the data that you can access if you use this plugin to add the data source to SquaredUp:

ServiceNow

Monitor the Incidents and Change Requests from your ServiceNow environment.

How to add a ServiceNow data source

Prerequisites for the ServiceNow account

How the ServiceNow account affects the tile
The permissions of the ServiceNow account you are using for your ServiceNow plugin affect what you can see and do in the tile.

We recommend using a service account, which means you create an account specifically to use with the ServiceNow plugin. You have different options for setting up this service account:

  • ServiceNow permissions assignment with roles

    Give the ServiceNow account the ITIL and rest_api_explorer roles.

  • ServiceNow permissions assignment with ACLs, in place of roles

    If you don't want to use the ITIL role (for licensing or security reasons) give the ServiceNow account only the rest_api_explorer role and use ACLs to give the account more rights. Using accounts without the ITIL role may cause data streams to error.

    When you are using an account without the roles specified in this article, then the functionality of the ServiceNow plugin is limited.

    You can grant the specific permissions required more granularly by creating a custom role and assigning the specific ACLs or assigning the ACLs themselves directly to a user account:

    ACLs can be added in two ways:

    • Adding them directly to a user account, meaning you are adding the ACLs to the service account you are using for the ServiceNow plugin.

    • Adding them to a role. We recommend that you create a new role specifically just for adding the ACLs to it. Then you need to assign the role to the service account you are using for the ServiceNow plugin.

      A benefit of adding the ACLs to a role is that it makes them easier to manage and you can assign the role to different users (in this case, service accounts) if you want to use different service accounts for different instances of the ServiceNow plugin.

    You need to add the following ACLs:

    • sys_filter
    • sys_dictionary.*
    • sys_dictionary
    • sys_db_object
    • sys_ui_list
    • sys_db_object.*
    • sys_ui_list.*

Add a ServiceNow data source to SquaredUp

  1. To add a data source click on the + next to Data Sources on the left-hand menu in SquaredUp. Search for the data source and click on it to open the Configure data source page.

  2. Enter the URL of your ServiceNow instance.

  3. Enter the username and password for the API. See Prerequisites for the ServiceNow account

  4. Adding Custom Classes is optional, and can be left empty. If you would like SquaredUp to import your custom classes you can list any number of classes here using their table names. By default, the data source imports the Business Application class (table name: cmdb_ci_business_app) and the Service class (table name: cmdb_ci_service).

  5. Optionally, select whether you would like to restrict access to this data source instance. By default, restricted access is set to off.

    The term data source here really means data source instance. For example, a user may configure two instances of the AWS data source, one for their development environment and one for production. In that case, each data source instance has its own access control settings.

    By default, Restrict access to this data source is set to off. The data source can be viewed, edited and administered by anyone. If you would like to control who has access to this data source, switch Restrict access to this data source to on.

    Use the Restrict access to this data source dropdown to control who has access to the workspace:

    • By default, the user setting the permissions for the data source will be given Full Control and the Everyone group will be given Link to workspace permissions.

    • Tailor access to the data source, as required, by selecting individual users or user groups from the dropdown and giving them Link to workspace or Full Control permissions.

    • If the user is not available from the dropdown, you are able to invite them to the data source by typing in their email address and then clicking Add. The new user will then receive an email inviting them to create an account on SquaredUp. Once the account has been created, they will gain access to the organization.

    • At least one user or group must be given Full Control.

    • Admin users can edit the configuration, modify the Access Control List (ACL) and delete the data source, regardless of the ACL chosen.

    Access Level:

    Link to workspace

    • User can link the data source to any workspace they have at least Editor permissions for.
    • Data from the data source can then be viewed by anyone with any access to the workspace.

    • User can share the data source data with anyone they want.

    • User cannot configure the data source in any way, or delete it.

    Full Control
    • User can change the data source configuration, ACL, and delete the data source.

    See Access control for more information.

  6. Click Test and add to validate the data source configuration.

    • Testing passed – a success message will be displayed and then the configuration will be saved.

    • Testing passed with warnings – warnings will be listed and potential fixes suggested. You can still use the data source with warnings. Select Save with warnings if you believe that you can still use the data source as required with the warnings listed. Alternatively, address the issues listed and then select Rerun tests to validate the data source configuration again. If the validation now passes, click Save.

    • Testing Failed – errors will be listed and potential fixes suggested. You cannot use the data source with errors. You are able to select Save with errors if you believe that a system outside of SquaredUp is causing the error that you need to fix. Alternatively, address the issues listed and then select Rerun tests to validate the data source configuration again. If the validation now passes, click Save.

    You can edit any data source configurations at any time from Settings > Data Sources.

    You can also add a data source from Settings > Data Sources > Add data source, but sample dashboards are not added when using this method.