Connectors · ITSM & CMDB

ServiceNow

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One ServiceNow connection serves API 360, AI 360 and Infra 360. It raises incidents, changes, problems and requests from what each module finds, and reconciles the CMDB against what each module discovered. The credential is held by vault reference only. Records go to ServiceNow once the connection test passes; until then they are kept on the box with local numbers, and the CMDB view uses a demo CMDB built from the box's own inventory.

Connection
Instance URL
Sign-in
Integration user
Password — vault reference A reference, never the password itself. It is read for each call and never stored.
Assignment group
Default urgency
Change type
Verify TLS
Modules using this connection
Raise automatically
CMDB
CI classes to read Parent classes include their children (cmdb_ci_netgear covers routers, switches and firewalls).
IRE data source
What to set up in ServiceNow
  1. Create an integration user (Web service access only) with the itil role to create incidents, changes, problems and requests, and cmdb_read to read CIs and relationships.
  2. For OAuth, register an OAuth API endpoint for external clients in the Application Registry, and turn on the client-credentials grant on the instance (system property glide.oauth.inbound.client.credential.grant_type.enabled).
  3. Put the password or client secret in your vault and paste only its reference here.
  4. CMDB writes are optional. If you turn them on, give the user the role your CMDB team uses for the Identification and Reconciliation API, and add the IRE data source above to the discovery_source choice list.
  5. Every record carries correlation_id and correlation_display = Blackbead, so the box reuses an open record instead of opening a duplicate.
CMDB reconciliation

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ITSM records
NumberTypeSourceShort descriptionCIState
Raise a record by hand
Type
Severity
Short description
Description
Asset (optional) Picking a matched asset puts its CMDB CI on the record.