By connecting ServiceNow with DX, you can analyze incident data and metrics such as time to resolution. Please visit our schema explorer to see what data DX imports.
Prerequisites
To connect ServiceNow to DX, you need:
a ServiceNow service account
Setup instructions
Follow the steps below to connect ServiceNow to DX.
Step 1
Log in to your ServiceNow account and navigate to Organization > Users. Click on 'New' and fill out user details including setting a password.
Go to the 'Roles' tab, click 'Edit,' and ensure the user has the 'Incident Manager' and 'Service Admin' permissions.
To use Basic Authentication, proceed to the next step. Otherwise, to set up OAuth authentication, go to Application Registry and create an OAuth API endpoint for external clients. You can obtain the Client ID and Client Secret from there.
Step 2
Navigate to the new connection form in DX.
Enter the credentials you have generated in the previous steps—refer to the information below for errors and troubleshooting.
Configure the ServiceNow API Base URL to match your instance's URL, for example: https://dev214869.service-now.com.
API Reference
The table below lists the specific API endpoints that are used by DX.
Endpoint | Documentation Link |
/table/incident | |
/table/cmdb_ci_service | |
/table/sys_user_group |
Errors
The table below lists potential error codes when adding a connection in DX.
Error | Description |
| Your API credentials entered are not valid. |
| Your API token does not have the permissions required by DX. |