> ## Documentation Index
> Fetch the complete documentation index at: https://serval-hannah-docs-custom-access.mintlify.site/llms.txt
> Use this file to discover all available pages before exploring further.

# ServiceNow

## About ServiceNow

ServiceNow is an IT service management (ITSM) platform that manages tickets, incidents, change requests, and IT assets.

## What the ServiceNow integration enables

| Capability          | Description                                                                        |
| ------------------- | ---------------------------------------------------------------------------------- |
| Workflow Automation | Build Serval workflows to automate anything accessible via the ServiceNow REST API |

Anything defined in the [ServiceNow REST API](https://developer.servicenow.com/dev.do#!/reference/api/vancouver/rest/) can be accessed through Serval workflows.

## ServiceNow Configuration

### Prerequisites

Before configuring the ServiceNow integration in Serval, ensure you have:

* Access to your ServiceNow instance as an administrator
* Permissions to create or manage user accounts
* Knowledge of your ServiceNow instance name

<Warning>
  The ServiceNow integration requires a dedicated user account with appropriate permissions. Using your personal account is not recommended for production integrations.
</Warning>

### Step 1: Create a Dedicated Integration User

<Steps>
  <Step title="Navigate to User Administration">
    1. Log in to your ServiceNow instance
    2. In the application navigator search bar, type **"Users"** and select it from the results
    3. Click **New** to create a new user
  </Step>

  <Step title="Configure User Details">
    Fill in the required user information:

    * **User ID**: Choose a descriptive username (e.g., `serval.integration`)
    * **First name**: Enter `Serval`
    * **Last name**: Enter `Integration`
    * **Email**: Enter a valid email address for your organization that you can access.
    * **Photo (Optional)**: <a href="https://app.serval.com/logo.png" download="serval-logo.png">Download the Serval logo</a> then select it from your downloads.

    Click **Submit**
  </Step>

  <Step title="Set the User Password">
    1. On the Users page, search for the user you just created and click on it
    2. Click **Set Password**
    3. Click **Generate Password**
    4. **Important**: Click the **Copy** button to copy the password and save it securely (you'll need this for the Serval configuration)

    <Warning>
      Make sure to copy and save the generated password before proceeding. Once you submit, you may not be able to view the password again.
    </Warning>

    5. Click **Submit**
  </Step>

  <Step title="Assign Required Roles">
    The integration user needs appropriate permissions. Add these roles as minimum requirements:

    * **rest\_service**: Enables REST API access
    * **web\_service\_admin**: Allows web service operations
    * **itil**: Provides access to ITSM functionality

    For broader access, you may also consider:

    * **admin**: Full administrative access (use with caution)
    * **import\_admin**: If you plan to import data

    <Warning>
      Only grant the minimum roles required for your specific use case. Excessive permissions create security risks.
    </Warning>
  </Step>
</Steps>

### Step 2: Identify Your ServiceNow Instance

<Steps>
  <Step title="Find Your Instance Name">
    Your ServiceNow instance name can be found in your ServiceNow URL:

    * If your ServiceNow URL is `https://mycompany.service-now.com`, then:
      * **Instance Name**: `mycompany`

    The instance name is the subdomain portion of your ServiceNow URL.
  </Step>
</Steps>

***

## Serval Configuration

Once you have created the integration user and identified your instance name, follow these steps to configure the integration in Serval:

<Steps>
  <Step title="Navigate to ServiceNow App">
    1. In Serval, go to **Apps → Available → ServiceNow → Connect**
    2. The ServiceNow configuration form will appear
  </Step>

  <Step title="Enter Configuration Details">
    Fill in the following fields with the information from your ServiceNow setup:

    | Field             | Description                            | Example                |
    | ----------------- | -------------------------------------- | ---------------------- |
    | **Instance Name** | Your ServiceNow instance identifier    | `mycompany`            |
    | **Username**      | The username of your integration user  | `serval_integration`   |
    | **Password**      | The password for your integration user | `your_secure_password` |
  </Step>
</Steps>

<Info>
  Need additional help with your ServiceNow integration? Contact **[support@serval.com](mailto:support@serval.com)** for technical assistance or advanced configuration questions.
</Info>