This guide covers the ServiceNow-specific steps for creating API credentials and connecting to Strategy Overview. For the common setup steps that follow, see Configuring Your PSA Integration.
ServiceNow setup is more involved than other PSA integrations due to ServiceNow's plugin and access policy model. Follow each step carefully.
If your ServiceNow environment requires IP whitelisting, add the Strategy Overview IPs before starting. See the IP Allow List article.
Step 1: Verify Required Plugins
Ensure the following plugins are installed and activated in your ServiceNow instance. Go to All > System Applications > All Available Applications > All and search for each one:
Plugin | Plugin ID |
REST API Auth Scope | com.glide.rest.auth.scope |
REST API Access Policy | com.glide.rest.policy |
Authentication Scope | com.glide.auth.scope |
API Key and HMAC Authentication | com.glide.tokenbased_auth |
If these menus aren't available, you can activate plugins through the ServiceNow Developer Portal: sign in at https://developer.servicenow.com, go to the Instance Management widget, and select Manage > Activate Plugin.
Step 2: Create an API User
Go to All > Organization > Users and click New
Fill in the user details:
Field | Value |
User ID | SO_API |
First Name | SO_API |
Last Name | SO_API |
Web Services | Enable the "Web services only" checkbox |
Internal Integration Users | Enable the "Internal Integration Users" checkbox |
Click Save
Find the user in the list and open it again to finish setup:
Click Set Password and assign a password
Go to the Roles tab, click Edit, select admin, and save
Step 3: Configure Authentication Profile
Go to All > System Web Services > API Access Policies > Inbound Authentication Profiles
Click New and select Create API Key authentication profiles
Field | Value |
Name | API KEY PROFILE |
Auth Parameter | x-sn-apikey: Auth Header |
Step 4: Create REST API Access Policies
You need to create two access policies. Both are configured at All > System Web Services > REST API Access Policies.
Policy 1 - Table API:
Click New and configure:
Field | Value |
Name | API KEY Access Policy |
Active | Yes |
REST API | Table API |
Apply to all methods | Yes |
Apply to all resources | Yes |
Apply to all versions | Yes |
Authentication Profile | The profile you created in Step 3 |
Policy 2 - CMDB Meta API:
Click New again and configure:
Field | Value |
Name | SO_API_META |
Active | Yes |
REST API | CMDB Meta API |
Apply to all methods | Yes |
Apply to all resources | Yes |
Apply to all versions | Yes |
Authentication Profile | API Key |
Step 5: Generate API Key
Go to All > System Web Services > API Access Policies > REST API Key
Click New and configure:
Field | Value |
Name | Strategy Overview API Key |
Active | Yes |
User | Select your API user (SO_API) |
Click Save and copy the generated token
Keep your API key secure and never share it in public repositories or documentation.
Add the Integration in Strategy Overview
Go to Settings > Integrations > Add Integration > ServiceNow
URL: Your ServiceNow instance URL
Private Key: The API key from Step 5
Click Add Integration
Once the integration is added, follow the common steps in Configuring Your PSA Integration to import companies and configurations. ServiceNow supports Companies, Configurations, and Contacts sync.
Next step: Configuring Your PSA Integration