ServiceNow Connector > Introduction to ServiceNow Connector > Administration of ServiceNow Connector
  

Administration of ServiceNow Connector

As a user, you can synchronize data between ServiceNow and Salesforce modules such as Incident Management, Problem Management, Change Management, User Administration, CMBD, and Service Management modules.
Before you can perform data integration between Salesforce and ServiceNow, you must perform the following tasks:

Set up the ServiceNow integration user and the GMT time zone

Set up an Integration User for ServiceNow and set the user time zone to GMT.
The following image shows the Integration User details and the configured GMT time zone:
You can view the Self Service view where you can configure the Integration User details and the GMT time zone

Enable the aggregate web service

You must enable the required ServiceNow plugins and the system properties for ServiceNow Connector.
    1. To enable the Aggregate Web Service plugin, click Plugin from the System Definition application menu, and then search for Aggregate Web Service.
    The following image shows the System Definition application menu:
    2. Make sure that the status of Aggregate Web Service is Active. If it is does not display Active status, right-click the service and select Activate.
    The following image shows the status of the aggregate web service:
    3. To view all the system properties, type sys_porperties_list.do in the filter navigator, and press Enter.
    The following image shows the filter menu:
    All the system properties are displayed.
    4. Search for JSONV2 from the Go To filter.
    The following image shows the displayed system properties:
    5. Ensure value is true for glide.basicauth.required.jsonv2.
    The following image shows the value for the selected glide.basicauth.required.jsonv2:

Setting up the ServiceNow user, group, and role

Before you use ServiceNow Connector to integrate data from ServiceNow, you must create the ServiceNow user, group, and role. ServiceNow Connector uses JSONv2 web services to communicate with ServiceNow. ServiceNow Connector also requires access to the system tables, such as sys_db_object and sys_db_view.
To perform operations in ServiceNow, you must create a group, assign the custom role to the group, and then add the integration user to the group.
The custom role must include the following roles required for integrating data:
For incident management related tables, it is recommended to include the ITIL role while creating the user and role.
For more information about the SOAP roles, see the following website: https://docs.servicenow.com/bundle/istanbul-servicenow-platform/page/integrate/inbound-soap/reference/r_SOAPRoles.html

Create a ServiceNow role

You must first create the ServiceNow role. ServiceNow recommends that you assign roles to a group and assign users to a group.
The following example shows you how to create a ServiceNow role.
    1. Click the Role module that resides in the User Administration application menu.
    The following image shows the Role screen that appears, displaying the existing roles and their attributes:
    2. Click New to create a new role.
    The following image shows the New tab:
    3. Enter a valid name in the Name field and optionally enter a description.
    The following image shows the specified Synq_User_Role:
    4. Select Global in the Application field.
    The role is created.
    5. To assign existing roles to the newly created role, click the Contains Role tab, and then click Edit.
    The following image shows the Contains Role tab on the lower side, with the Edit tab;
    6. Include the roles required for gaining access to all the ServiceNow features.
    The following image shows the selected roles:
    7. Click Save to complete the operation.

Create a group

Create a group and assign the configured role to the user group.
    1. Click the Groups tab from the User Administration menu.
    The following image shows the Groups tab:
    2. Click New to create a new group.
    The following image shows the New tab:
    3. Enter a name and provide a description for the user group.
    The following image shows the specified name for the user group:
    4. Click Submit to save the information.
    The group is created:
    5. Click Edit on the Roles tab to assign the roles to the group.
    6. Select Synq_user_Role from the available roles.
    The following image shows the selected Synq_user_Role in the Roles list:
    7. Click Save.

Use an existing user or create a new user

Assign an existing user to SynQ_User_Group or create a new user and then assign it to SynQ_User_Group.
    1. Click the Group Members tab.
    The following image shows the Group Members tab in the SynQ_User_Group:
    2. Choose to create new users, or click Edit to add existing users to the group.
    The following image shows the Edit tab for the SynQ_User_Group:
    3. Click Save.
    The following image shows the added group members to the SynQ_User_Group:

Set up a ServiceNow user without the ITIL role

You can access ServiceNow without assigning the ITIL role to the user. It is recommended that you must have the ITIL role if you want to perform operations on the Incident Management tables.
    1. Update the ACL of the sys_db_object table.
    2. Click Tables to get the list of tables.
    The following image shows the Tables tab:
    3. Search for sys_db_object.
    The following image shows the list of tables from which you use the search to list the sys_db_object:
    4. Click the Table label value to view and update the attributes of the sys_db_object table.
    The following image shows the Table label:
    5. On the Access Controls tab, scroll down to view the ACLs.
    The following image shows the listed ACls:
    The sys_db_object contains metadata of the ServiceNow tables. For accessing data from the sys_db_object table, assign the role to the read operation. You must have the security_admin elevated role for updating the ACL for any of the tables. Enable the role before updating the ACLs.
    6. To add a new ACL for the read operation for the Synq_User_Role, click New.
    The following image shows the New tab where you can create a new ACL:
    7. Repeat steps similarly to update the ACLs for the sys_db_view table:
    For more information about updating ACLs, see the following website: https://docs.servicenow.com/bundle/istanbul-servicenow-platform/page/administer/contextual-security/task/t_CreateAnACLRule.html