--- title: Creating a ServiceNow connection description: Use a ServiceNow connection to enable provisioning from PingOne to the ServiceNow user directory. component: pingone page_id: pingone:integrations:p1_creating_a_servicenow_connection canonical_url: https://docs.pingidentity.com/pingone/integrations/p1_creating_a_servicenow_connection.html revdate: June 4, 2025 page_aliases: ["p1_servicenow_provisioning_features.adoc", "p1_servicenow_default_attributes.adoc", "p1_service_now_attributes.adoc", "p1_servicenow_provisioning_limitations.adoc"] section_ids: before-you-begin: Before you begin steps: Steps result: Result: result-2: Result: troubleshooting: Troubleshooting: result-3: Result next-steps: Next steps servicenow-provisioning-features: ServiceNow provisioning features servicenow-default-attributes: ServiceNow default attributes servicenow-supported-attributes: ServiceNow supported attributes servicenow-provisioning-known-limitations: ServiceNow provisioning known limitations --- # Creating a ServiceNow connection Use a ServiceNow connection to enable provisioning from PingOne to the ServiceNow user directory. ## Before you begin Make sure that you have: * Reviewed the [User administration](https://www.servicenow.com/docs/bundle/yokohama-platform-administration/page/administer/roles/concept/c_UserAdministration.html) information in the ServiceNow documentation. * Administrator access to a ServiceNow instance running a supported version. * The username and password for the administrator account. ## Steps 1. In the PingOne admin console, go to **Integrations > Provisioning**. 2. Click **[icon: plus, set=fa]**and then click **New Connection**. 3. On the **Identity Store** line, click **Select**. 4. On the **ServiceNow** tile, click **Select**. Click **Next**. 5. Enter a name and description for this provisioning connection. ### Result: The connection name appears in the provisioning list after you save the connection. 6. Click **Next**. 7. In the **Configure Authentication** section, enter the values for the following fields: | Field | Value | | ------------------ | ----------------------------------------------------------------------------------------- | | **ServiceNow URL** | The URL of your ServiceNow instance. For example, `https://yourinstance.service-now.com`. | | **Username** | The administrator user for the ServiceNow instance. | | **Password** | The password for the administrator user. | 8. Click **Test Connection** to verify that PingOne can establish a connection to ServiceNow. ### Result: If there are any issues with the connection, a **Test Connection Failed** modal opens. Click **Continue** to resume the setup with an invalid connection. | | | | - | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | | | You can't use the connection for provisioning until you have established a valid connection to ServiceNow. To retry, click **Cancel** in the **Test Connection Failed** modal and repeat step 7. | ### Troubleshooting: Learn more about troubleshooting your connection in [Troubleshooting test connection failure](p1_provisioning_troubleshooting_test_connection_failure.html). 9. In the **Configure Preferences** and **Users Actions** sections, configure the following: | Field | Description | | ---------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Enable users creation** | Determines whether to create a user in the target identity store when the user is created in the source identity store. | | **Enable users updation** | Determines whether to update user attributes in the target identity store when the user is updated in the source identity store.If **Enable users updation** is selected, you can choose to select **Enable users disable** which determines whether to disable a user in the target identity store when the user is disabled in the source identity store. | | **Enable users deprovision** | Determines whether to deprovision a user in the target identity store when the user is deprovisioned in the source identity store.If Enable users deprovision is selected, the following configurations appear.- **Remove Action**: Determines whether to remove or disable a user in the target identity store when the user is deleted in the source identity store. Select **Delete** or **Disable**. Remove Action is only available if you select Enable users disable. - **Deprovision on rule deletion**: Determines whether to deprovision users if the associated provisioning rule is deleted. | 10. Click **Save**. 11. To enable the connection, click the toggle at the top of the details panel to the right (blue). | | | | - | ------------------------------------------------------------------------- | | | You can disable the connection by clicking the toggle to the left (gray). | ## Result The ServiceNow provisioning connection is added to the list of connections on the **Provisioning** page. ## Next steps Define which users are provisioned and how attributes are mapped between PingOne and an external identity store. Learn more in [Creating an outbound rule](p1_create_provisioning_rule_outbound.html). ## ServiceNow provisioning features The ServiceNow provisioning connection offers the following features: Manages users in ServiceNow based on changes in an external datastore. * Creates, updates, and disables users. * Allows you to enable the create, update, and disable capabilities independently. * Allows you to choose to disable users when deprovisioning. ## ServiceNow default attributes The following table shows the default ServiceNow user attributes that can be mapped to PingOne user attributes for user provisioning. | | | | - | ------------------------------------------------------------------------------------------------------- | | | This information shows typical attribute mappings, but you are free to map attributes however you like. | | PingOne Directory attribute | Description | ServiceNow attribute | | --------------------------- | ------------------------------------------------------------------------------------------------------------------------------- | -------------------- | | Username | The user's username and ServiceNow login. PingOne uses this value to synchronize pre-existing users in ServiceNow with PingOne. | Username | | Given Name | The user's first (given) name. For example, "Barbara" in "Ms. Barbara Jane Jensen, III". | First Name | | Family Name | The user's last (family) name. For example, "Jensen" in "Ms. Barbara Jane Jensen, III". | Last Name | | Email Address | The user's email address. | Email | | Enabled | The status of the user account in ServiceNow. | Active | ## ServiceNow supported attributes The following table lists all the attributes that can be mapped for user provisioning to ServiceNow. For more information about these attributes, see [Create a user](https://www.servicenow.com/docs/bundle/yokohama-customer-service-management/page/administer/users-and-groups/task/t_CreateAUser.html) in the ServiceNow documentation. | Attribute | Description | | ------------------ | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | Username | The user's username and ServiceNow login. PingOne uses this value to synchronize pre-existing users in ServiceNow with PingOne. | | Prefix | The user's honorific prefix, such as Ms., Mr., or Dr.. This attribute maps to introduction in ServiceNow. | | FirstName | The user's first (given) name. For example, "Barbara" in "Ms. Barbara Jane Jensen, III". | | MiddleName | The user's middle name. For example, "Jane" in "Ms. Barbara Jane Jensen, III". | | LastName | The user's last (family) name. For example, "Jensen" in "Ms. Barbara Jane Jensen, III". | | Email | The user's email address. | | MobilePhone | The user's mobile phone number. | | BusinessPhone | The user's business phone number. | | HomePhone | The user's home phone number. | | Roles | The user's role, such as Student or Faculty. This attribute supports multiple values.The ServiceNow Provisioner can assign only roles that are already assigned to the user account that you use for provisioning.The ServiceNow Provisioner does not create new roles, so the roles must already exist in ServiceNow. | | Title | The user's business title, such as Software engineer. | | Active | The status of the user account in ServiceNow. | | LockedOut | If true, the user is locked out. The user account still exists in ServiceNow, but the user cannot sign on. | | Password | The user's password. Passwords cannot be mapped from a source data store, so this field can be used to set a literal default value. | | PasswordNeedsReset | If true, the user must change their password at the next sign-on. | | EmployeeNumber | A string identifier, typically numeric or alphanumeric, assigned to a person, often based on order of hire or association with an organization. | | Gender | The user's gender. | | Manager | The Username that represents the manager for the user. | | Department | The user's department or work group, such as "Sales". | | Street | The user's street address. | | City | The user's city or locale. | | Zip | The user's ZIP code or postal code. | | State | The user's state, province, or territory. | | CountryCode | The user's country. Uses the two-character country code as defined by the ISO-3166-1 alpha-2 standard. | | Location | The user's geographical location. | | Timezone | The user's time zone. Uses the IANA time zone database format. For example, `America/Los_Angeles`. The ServiceNow provisioner can set only time zones that are already assigned to the user account that you use for provisioning. You might need to update the time zones in ServiceNow to account for other allowable values. | | Language | The user's language. Uses the two-character language code as defined by the ISO 639-1 standard. | | Notification | Determines whether to enable notifications. Select `Enable` or `Disable`. | | TimeFormat | The user's time format. The ServiceNow Provisioner can set only time formats that are already assigned to the user account that you use for provisioning.For more information, see [Global date and time field format](https://www.servicenow.com/docs/bundle/yokohama-platform-administration/page/administer/time/reference/r_FormatDateAndTimeFields.html) in the ServiceNow documentation. | | Photo | The user's photo. | ## ServiceNow provisioning known limitations The following are known issues or limitations with the ServiceNow provisioning connection. * When **Allow Users To be Disabled** is set to `false` but **Allow Users To Be Updated** is set to `true`, then any update to a disabled user, such as a name change, won't get propagated to ServiceNow. For updates to go through for a disabled user, both settings must be set to `true`. * If the PingOne attribute `PhotoLink` is mapped to the ServiceNow attribute `Photo`, the URL can get truncated because the `maxLength` for the `Photo` attribute is `40`. We recommend that you manually upload the user photo on the ServiceNow console. * If you delete a user in the PingOne console, the user will be disabled in the ServiceNow directory. In PingOne, `Disable` is the only option for **Remove action**. To delete a user, use the ServiceNow console.