ServiceNow

ServiceNow is a comprehensive IT service management (ITSM) and enterprise cloud platform that helps organizations manage digital workflows, IT operations, and business processes. It serves as a centralized system of record for IT infrastructure, service requests, incidents, changes, and customer service management activities across the entire enterprise.

Category	IT service management
Direction	Query source
Sign-in	Username and Password, OAuth2 Client Credentials
Query languages	SQLite
Tables	19
Query templates	128
Website	servicenow.com

Before you start

Huntbase can sign in to ServiceNow with any of these methods: Username and Password, OAuth2 Client Credentials. Pick one, create the credential in ServiceNow, then keep it to hand for the Connect step.

Username and Password

Authenticate with your ServiceNow instance username and password.

1. Choose or create the ServiceNow user the connection should sign in as, and note its username and password.

OAuth2 Client Credentials

Optionally use OAuth2 with a registered application client ID and client secret (used together with the instance username and password).

1. Choose or create the ServiceNow user the connection should sign in as. OAuth here still uses that user's username and password.
2. As an admin, go to All › System OAuth › Application Registry and click New.
3. Select Create an OAuth API endpoint for external clients, complete the form, and click Submit. Leave Client Secret blank to have one generated.
4. Open the new record and copy the Client ID and Client Secret.

For the vendor's own instructions, see ServiceNow OAuth endpoint for external clients.

tip

Use a dedicated, read-only credential for Huntbase where the product allows it. Huntbase only needs to read.

Connect ServiceNow

1. Go to Connections and click New connection, or click New connection on the ServiceNow product page.
2. On Product, pick ServiceNow and choose the Owner.
3. On Details, give the connection a Name and, optionally, a Description.
4. On Connect, fill in the settings and credentials described below.
5. On Verify, review the summary and click Create & check.

For everything else on the setup page — saving a draft, I'll do this later, and what each check result means — see Connections.

Settings

Where your ServiceNow lives:

Field	Required	Notes
Instance URL	Yes	Your instance URL, such as https://acme.service-now.com.
Additional Objects	No	Extra ServiceNow tables to query, by table name, such as cmdb_model or cmn_location.

Credentials

Choose a Method, enter a Credential label (for example Production), then fill in the fields for that method.

Username and Password

Field	Required	Notes
Username	Yes	Secret — not shown again after you save it.
Password	Yes	Secret — not shown again after you save it.

OAuth2 Client Credentials

Field	Required	Notes
Username	Yes	Secret — not shown again after you save it.
Password	Yes	Secret — not shown again after you save it.
Client ID	No	Secret — not shown again after you save it.
Client Secret	No	Secret — not shown again after you save it.

Query it

Once connected, ServiceNow can serve these languages in a query tab, and Scout can use it when you ask in Auto:

Language	Use it for
SQLite	SQL over the 19 tables listed below, alongside every other connected source.

Example: SQLite

List unique contact sources — Retrieve all distinct source values from the contact list.

SELECT DISTINCT source FROM servicenow_now_contact;

ServiceNow ships with 128 query templates. Find them in Library › Queries — see Query templates.

What syncs automatically

ServiceNow comes with a content pack. These queries run on a schedule on each new connection so the entities they find appear in the Activity Feed without you asking. You can turn syncing off from the connection's Synchronisation Settings card.

Query	Finds
Sync CMDB servers	device, ip
Sync active consumers	user

Tables

ServiceNow adds 19 tables. Browse their columns from Schema in the query bar's ⋯ menu.

All 19 tables

Table	Contains
servicenow_cmdb_ci	Represents configuration items and their attributes in the CMDB.
servicenow_cmdb_ci_server	Manages server configuration item data in the CMDB.
servicenow_cmdb_ci_service	Tracks service-related information in the CMDB.
servicenow_incident	Tracks reported incidents.
servicenow_now_consumer	Customer Service Management (CSM) consumer records.
servicenow_now_contact	Customer Service Management (CSM) contact records.
servicenow_sn_chg_rest_change	Change Management - Change request.
servicenow_sn_chg_rest_change_affected_cmdb_ci	Change Management - CMDB CI affected by change.
servicenow_sn_chg_rest_change_impacted_cmdb_ci_service	Change Management - CMDB CI service impacted by change.
servicenow_sn_chg_rest_change_model	Change Management - Change Model.
servicenow_sn_chg_rest_change_task	Change Management - Change Task.
servicenow_sys_audit	Tracks changes made to ServiceNow tables.
servicenow_sys_audit_relation	Records audit trail data for relationships between records.
servicenow_sys_group_has_role	Represents relationships between user groups and roles.
servicenow_sys_user	Manages user information in the ServiceNow.
servicenow_sys_user_grmember	User Group Member.
servicenow_sys_user_group	Manages group memberships for users.
servicenow_sys_user_has_role	Tracks assigned roles for users.
servicenow_sys_user_role	Defines available roles in the ServiceNow.

Next steps

• Connections — health, credentials and settings after you connect
• Query languages — syntax, parameters and time ranges
• Chatting with Scout — ask questions without writing a query
• All integrations — the rest of the catalog