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ServiceNow PSA Integration

Updated over 2 weeks ago

Prerequisites

  • ServiceNow developer instance

  • Admin access to ServiceNow

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  1. Verify Required Plugins

    Ensure the needed plugins are installed in your ServiceNow instance:

    1. Plugin: Navigate to All/System Applications/All Available Applications/All

    2. Search: Use the search function to locate each plugin:

      1. REST API Auth Scope (Plugin id: com.glide.rest.auth.scope)

      2. REST API Access Policy (Plugin id: com.glide.rest.policy)

      3. Authentication scope (Plugin id: com.glide.auth.scope)

      4. API Key and HMAC Authentication (Plugin id: com.glide.tokenbased_auth)

    3. Activate: Activate (install) all 4 plugins if they are not installed.
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      If plugins are missing, activate them through the ServiceNow Developer Portal
      ​

      If you don’t have these menus, then use alternative way for Step 1.


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      Step 1 (Alternative): Activate the Plugins
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    4. Sign in: Sign in to the https://developer.servicenow.com/

    5. Activate: On the home page, go to the Instance Management widget and select Manage/Activate plugin.

      Next to the plugin listing, select Activate.
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      If available, you can further select to activate the plugin only or include demo data.

  2. Create API User

    Create a dedicated user account for API access:

    1. Users: Navigate to All/Organization/Users

    2. New: Click New to create a user

    3. Details: Set the following:

      1. User ID (e.g., "SO_API")

      2. First name (e.g., "SO_API")

      3. Last name ((e.g., "SO_API"))

      4. Web Services: Enable "Web services only" checkbox

      5. Integration Users: Enable "Internal integration Users" checkbox

    4. Save: Click save, then find the user in the list, open it again and continue setup:

    5. Password: Set a password (click the button “Sett Password).

    6. Assign: Assign admin role: Roles tab - click ‘Edit” select ‘admin”. Save.


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  3. Configure Authentication Profile

    1. Authentication Profile: Set up the inbound authentication profile go to All/System Web Services/API Access Policies/Inbound Authentication Profiles

    2. New: Click New

    3. Profile: Select Create API Key authentication profiles

    4. Details: Fill in the following details

      1. Name: "API KEY PROFILE"

      2. Auth Parameter: "x-sn-apikey: Auth Header"
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  4. Create REST API Access Policy

    1. Access Policy: Navigate to All/System Web Services/REST API Access Policies

    2. New: Click New

    3. Settings: Configure these settings:

      1. Name: "API KEY Access Policy"

      2. Active: Yes

      3. REST API: "Table API"

      4. Apply to all methods: Yes

      5. Apply to all resources: Yes

      6. Apply to all versions: Yes

      7. Authentication profile: profile you created on step 3

    4. Configure SO_API_Meta policy:

      1. Navigate to All/System Web Services/REST API Access Policies

      2. New: Click New

      3. Settings: Configure these settings:

        1. Name: "SO_API_META"

        2. Active: Yes

        3. REST API: "CMDB Meta API"

        4. Apply to all methods: Yes

        5. Apply to all resources: Yes

        6. Apply to all versions: Yes

        7. Authentication profile: API Key
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  5. Generate API Key

    Create and retrieve your API key:

    1. API Key: Go to All/System Web Services/API Access Policies/REST API Key

    2. New: Click New

    3. Configure:

      1. Name: "SO API KEY"

      2. Active: Yes

      3. User: Select your API user (use search)


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        Save the record and copy the generated token:
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  6. Allowlist IPs

    If your ServiceNow environment can only connect to allowed IPs please allow list the following IPs
    52.247.76.89
    52.247.76.111
    52.247.76.163
    52.247.76.166
    52.247.76.170
    52.247.76.201
    20.49.97.4​
    ​​

  7. Integration in Strategy Overview

    After completing these steps add integration on SO side:

    1. Settings: Settings / Integrations/ Add integration / ServiceNow:

    2. URL: ServiceNow developer instance URL

    3. Private Key :API key from step 5.
      ​

      Important: Keep your API key secure and never share it in public repositories or documentation.

    4. Add Integration
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  8. Companies

    Its best practice to import only Managed clients that are in active Strategic Planning. You do not want to clutter SO with all potential leads, vendors, etc.

    1. Enable sync Companies with ServiceNow Manage: Click

    2. Import Companies: Check

    3. Types: Please select the type used for your Managed Clients. Strategy Overview accounts can have unlimited users but are limited by number of Managed Clients in the system used for Strategic planning. This allows us to provide fair pricing for any MSP at any size.

    4. Company Statuses: Usually you only want to import Companies that are Active

    5. Integration Status: Unmapped

    6. Load Companies: Click Load Companies and select Companies you want to Import into the system to use for strategic planning. If you already had companies in Strategy Overview and they had the exact same company name, it will automatically map. If you did not, you need to press "Create unmapped" to create them in SO.

    7. Save Mapping
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  9. Assets

    Its best practice to only import assets you want to track as assets for strategic purposes and not clutter SO with

    1. Enable Assets Sync: Check

    2. Import checkbox in front of needed assets: Check

    3. Fields to sync: Click
      In a popup window select fields from that assets type you want to bring into SO

    4. Import: Click

    5. Assets Setup

      1. Assets Module

        To view your assets navigate to Flexible Assets module.
        If you don't see the module in the menu, you may need to enable it under:
        Settings / Modules
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      2. Assets Part
        Settings / Strategy Templates / Open Template / Parts / List: Add part "Flexible Assets"
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  10. Contacts

    1. Enable Sync Contacts with ServiceNow: Check

    2. Contacts selection - Select filters to sync contacts

    3. Import: click
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    1. Contacts Settings

      1. Open settings: Settings / Contacts.

      2. Connect to template: Settings / Contacts / Templates. On that page you can select templates for adding contacts tab.

      3. Contacts Columns:
        Settings / Contacts / Open Template / Contacts / Columns

        These are the columns that display for the Contacts tab. We preconfigured them to show just the right information you may want to show. You can always edit these later.
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  11. Create your first report!

    1. Create Report: Strategy module/Find the client you want to make a report for. Click "Add report" icon near the client name.

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