ServiceNow

This topic discusses ingesting the tickets and associated objects from ServiceNow. Aisera’s ServiceNow integration uses the ServiceNow REST API to automatically pull the following records from a ServiceNow database:

• Incidents

• Requests

• Assignment Groups

• Users

• Service Catalog

• Approvals

Schedule Types

The Aisera ServiceNow integration supports multiple record-pulling schedule types.

• On Demand

  You can specify a time window to pull records from ServiceNow. This schedule type is typically used to pull historical records. It is common to pull historical data ranging from 100,000 to 1,000,000 records.

• Frequency Based You can specify a frequency to pull data ranging from 5 mins up to 24hr. The Aisera Gen AI platform pulls data based on the interval specified in integration parameters.

Prerequisites

To pull tickets and related objects from ServiceNow, the Service Account User needs read-only permissions to the following tables:

• Incident (incidents)

• Request (sc_requests)

• Request Items (sc_req_item)

• Close_notes (Task)

• sys_user (Users, when crawling any type of ticket)

• sys_user_group (Assignment Groups)

• sys_journal_field

• cmdb_ci (Related CMDB/CI info)

• cmn_location (Location information)

• sysapproval_approver (Approval list)

• sc_item_option

• sc_item_option_mtom

Note: To create/update incidents and/or approvals, the ServiceNow service account needs write permission for the Incident, Request, sys_journal_field, and sysapproval_approver tables. To crawl the service catalog, the service account needs Service Catalog ITIL and Catalog_Admin roles.

Create a ServiceNow Integration

1. Click on Settings > Integrations > New Integration

2. Search for ServiceNow as shown below and click Next.

1. Enter the Configuration details:

1. Click Next.

2. Choose an Authentication Type.

Aisera’s ServiceNow connector can be configured to connect to the ServiceNow endpoint in one of two ways:

• Basic Auth

• OAuth

Each of these methods is described below.

Basic Auth Integration

Reach out to your ServiceNow administrator to get the Username and password.

OAuth

Enter values for the following fields.

Where:

OAuth2 To generate credentials to use the OAuth2 authorization flow, follow the steps below in your ServiceNow Instance.

1. Login to your SNOW instance

2. Go to Application registry

3. Click the New button on the upper right and select Create an OAuth API Endpoint for external clients

4. You must provide a name, and a redirect URL and adjust the access token, and refresh token lifespans as per your needs (values are in seconds). Also, the active flag must be checked.

5. Ask the Aisera team for the redirect URL.

6. Click submit and note down the Client ID and Client Secret.

   
7. If the Client Secret is hidden, click the lock button on its right to reveal it.

Create a ServiceNow DataSource

1. Click on Setting > Data Source > New Data Source.

2. Search for ServiceNow and Select as shown below:

1. Enter the configuration details.

Where:

1. Click Next.

2. The last configuration parameters are optional. These options are to override the default ingestion process or formats. These options may be slightly different for your configuration, based on the Functions and Parameters you have added on the previous window.

3. Enter Optional Configuration Details:

Where:

1. Click Next and OK.

2. Run the Data Source

3. Refresh the page and you will see the Data Source running.

View Ingested Tickets

1. All the ingested tickets are available under the SOR > Tickets tab.

1. Click on the Tickets tab to view the ingested Tickets.