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About ServiceNow

ServiceNow is an IT service management (ITSM) platform that manages tickets, incidents, change requests, and IT assets.

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What the ServiceNow integration enables

CapabilityDescription
Workflow AutomationBuild Serval workflows to automate anything accessible via the ServiceNow REST API
Anything defined in the ServiceNow REST API can be accessed through Serval workflows.

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ServiceNow Configuration

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Prerequisites

Before configuring the ServiceNow integration in Serval, ensure you have:
  • Access to your ServiceNow instance as an administrator
  • Permissions to create or manage user accounts
  • Knowledge of your ServiceNow instance name
The ServiceNow integration requires a dedicated user account with appropriate permissions. Using your personal account is not recommended for production integrations.

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Step 1: Create a Dedicated Integration User

1

Navigate to User Administration

  1. Log in to your ServiceNow instance
  2. In the application navigator search bar, type “Users” and select it from the results
  3. Click New to create a new user
2

Configure User Details

Fill in the required user information:
  • User ID: Choose a descriptive username (e.g., serval.integration)
  • First name: Enter Serval
  • Last name: Enter Integration
  • Email: Enter a valid email address for your organization that you can access.
  • Photo (Optional): Download the Serval logo then select it from your downloads.
Click Submit
3

Set the User Password

  1. On the Users page, search for the user you just created and click on it
  2. Click Set Password
  3. Click Generate Password
  4. Important: Click the Copy button to copy the password and save it securely (you’ll need this for the Serval configuration)
Make sure to copy and save the generated password before proceeding. Once you submit, you may not be able to view the password again.
  1. Click Submit
4

Assign Required Roles

The integration user needs appropriate permissions. Add these roles as minimum requirements:
  • rest_service: Enables REST API access
  • web_service_admin: Allows web service operations
  • itil: Provides access to ITSM functionality
For broader access, you may also consider:
  • admin: Full administrative access (use with caution)
  • import_admin: If you plan to import data
Only grant the minimum roles required for your specific use case. Excessive permissions create security risks.

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Step 2: Identify Your ServiceNow Instance

1

Find Your Instance Name

Your ServiceNow instance name can be found in your ServiceNow URL:
  • If your ServiceNow URL is https://mycompany.service-now.com, then:
    • Instance Name: mycompany
The instance name is the subdomain portion of your ServiceNow URL.

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Serval Configuration

Once you have created the integration user and identified your instance name, follow these steps to configure the integration in Serval:
1

Navigate to ServiceNow App

  1. In Serval, go to Apps → Available → ServiceNow → Connect
  2. The ServiceNow configuration form will appear
2

Enter Configuration Details

Fill in the following fields with the information from your ServiceNow setup:
FieldDescriptionExample
Instance NameYour ServiceNow instance identifiermycompany
UsernameThe username of your integration userserval_integration
PasswordThe password for your integration useryour_secure_password
Need additional help with your ServiceNow integration? Contact support@serval.com for technical assistance or advanced configuration questions.