ServiceNow plugin

For more information about what this plugin does and the data streams it retrieves, see:

ServiceNow

Monitor the Incidents and Change Requests from your ServiceNow environment.

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.

Before you start

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.
  How to add the necessary ACLs to your ServiceNow account

  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.*

Configuring the data source

1. Enter the URL of your ServiceNow instance.
2. Enter the username and password for the API. See Prerequisites for the ServiceNow account
3. 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).

4. Restrict access to this data source:
   You can enable this option if you only want certain users or groups to have access to the data source, or the permission to link it to new workspaces. See Access control for more information.

   Restrict access to this data source

   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.

   Data source access levels

   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.

5. Click Test and add to validate the data source configuration. SquaredUp will now attempt to connect to SquaredUp using the provided authentication method. If this process fails, see Testing and troubleshooting for assistance with the corresponding errors.