Connectors

ServiceNow Connector

The ServiceNow connector lets you manage users, group memberships, and incidents in ServiceNow from your PingOne DaVinci flow.

You can use the ServiceNow connector to:

  • Create, deactivate, modify, and search for users

  • Add users to groups

  • Read, create, and modify incidents

Setup

Resources

For information and setup help, see the following:

Requirements

To use the connector, you’ll need a ServiceNow license.

Configuring the ServiceNow connector

Add the connector in DaVinci as shown in Adding a connector, then configure it as follows.

Connector configuration

API URL

The API URL to target, such as "mycompany.service-now.com". This domain is visible in the URL bar when you sign on to the ServiceNow administrator portal.

Admin Username

Your ServiceNow administrator username.

Admin Password

Your ServiceNow administrator password.

Using the connector in a flow

Searching for users

There are two ways to search for users with the ServiceNow connector:

  • Search for a specific user by user ID using the Search User capability.

  • Search for multiple users based on their attributes using the Search capability.

No special flow configuration is needed. Add the capability you want and populate its properties according to the help text.

Managing users

The connector has two capabilities that allow you to create, modify, activate, and deactivate users in ServiceNow:

  • Create User

  • Modify User

No special flow configuration is needed. Add the capability you want and populate its properties according to the help text.

Managing group memberships

The Add User to Group connector allows you to manage the groups that a user belongs to in ServiceNow:

No special flow configuration is needed. Add the capability you want and populate its properties according to the help text.

Managing incidents

The connector has several capabilities that allow you to manage incidents in ServiceNow:

  • Read an incident

  • Create an incident

  • Modify an incident

No special flow configuration is needed. Add the capability you want and populate its properties according to the help text.

Limitations

ServiceNow does not provide support for:

  • Deleting users

  • Removing users from groups

  • Deleting incidents

Capabilities

Get User Information

Get information about a user.

Show details
User System ID textField required

The user’s ServiceNow system ID, such as "bdac51a8e4afd91bda9d1018cc4bcbc8".

Search Users

Search for users based on an attribute filter.

Show details
Number of Results textField

The number of results to return from the search.

Email textField

The user’s email address.

First Name textField

The user’s first name.

Last Name textField

The user’s last name.

Query Parameters keyValueList

Define additional query parameters to send to ServiceNow. For help, see the ServiceNow user table documentation.

Deactivate User

Deactivate a user by the ServiceNow ID.

Show details
User System ID textField required

The user’s ServiceNow system ID, such as "bdac51a8e4afd91bda9d1018cc4bcbc8".

Create User

Create a new user.

Show details
Username textField

The unique ID of the user.

First Name textField

The user’s first name.

Middle Name textField

The user’s middle name.

Last Name textField

The user’s last name.

Phone textField

The user’s phone number.

Email textField required

The user’s email address.

Activate User toggleSwitch

When enabled, this sets the user account to active in ServiceNow.

Group dropDown

The relevant group.

City textField

The User’s city

Employee Number textField

The User’s employee number.

Custom Attributes keyValueList

Additional attributes for user creation or modification.

Add User to Group

Add a user to a group.

Show details
User System ID textField required

The user’s ServiceNow system ID, such as "bdac51a8e4afd91bda9d1018cc4bcbc8".

Group dropDown

The relevant group.

Modify User

Modify a user.

Show details
User System ID textField required

The user’s ServiceNow system ID, such as "bdac51a8e4afd91bda9d1018cc4bcbc8".

Username textField

The unique ID of the user.

First Name textField

The user’s first name.

Middle Name textField

The user’s middle name.

Last Name textField

The user’s last name.

Phone textField

The user’s phone number.

Email textField

The user’s email address.

Activate User toggleSwitch

When enabled, this sets the user account to active in ServiceNow.

Lock User Out toggleSwitch

When enabled, the user is locked out of ServiceNow.

Custom Attributes keyValueList

Additional attributes for user creation or modification.

Create Incident

Create a new incident.

Show details
Caller ID textField

The ServiceNow system ID of the user with the issue, such as "bdac51a8e4afd91bda9d1018cc4bcbc8".

Category dropDown

The incident category.

Subcategory dropDown

The incident subcategory.

Service dropDown

The service associated with the incident.

Configuration Item ID textField

The ServiceNow system ID of the related configuration item, such as "fd91bda9d10bdac51a8e4a18cc4bcbc8".

Short Description textArea

A brief description of the incident.

Description textArea

A complete description of the incident.

Channel dropDown

The channel (source) where the incident took place.

Status dropDown

The status of the incident.

Impact dropDown

The level of impact for the incident.

Urgency dropDown

The level of urgency for the incident.

Group dropDown

The relevant group.

Custom Attributes keyValueList

Additional attributes for user creation or modification.

Read Incident

Search for an incident by the incident number or by the ServiceNow ID.

Show details
Incident Search Attribute dropDown required

Determines whether to get incident information based on an incident number or by ServiceNow system ID.

  • Use Incident ID (Default)

  • Use Incident number

Incident Number textField required

The incident number, such as "INC0010077".

Incident ID textField required

The incident’s ServiceNow system ID, such as "c4bcbc8bdac51a8e4afd91bda9d1018c".

Modify Incident

Modify an incident by its ServiceNow ID.

Show details
Incident ID textField required

The incident’s ServiceNow system ID, such as "c4bcbc8bdac51a8e4afd91bda9d1018c".

Caller ID textField

The ServiceNow system ID of the user with the issue, such as "bdac51a8e4afd91bda9d1018cc4bcbc8".

Category dropDown

The incident category.

Subcategory dropDown

The incident subcategory.

Service dropDown

The service associated with the incident.

Configuration Item ID textField

The ServiceNow system ID of the related configuration item, such as "fd91bda9d10bdac51a8e4a18cc4bcbc8".

Short Description textArea

A brief description of the incident.

Description textArea

A complete description of the incident.

Channel dropDown

The channel (source) where the incident took place.

Status dropDown

The status of the incident.

Impact dropDown

The level of impact for the incident.

Urgency dropDown

The level of urgency for the incident.

Group dropDown

The relevant group.

Custom Attributes keyValueList

Additional attributes for user creation or modification.