ServiceNow plugin

Monitor the Incidents and Change Requests from your ServiceNow environment.

How to add the ServiceNow plugin

Prerequisites for the ServiceNow account

How the ServiceNow account affects the tile
The permissions of the ServiceNow account you are using for your ServiceNow plugin affect what you can see and do in the tile.

We recommend using a service account, which means you create an account specifically to use with the ServiceNow plugin. You have different options for setting up this service account:

• ServiceNow admin account

  Give the ServiceNow account the admin role. This will give you full functionality in the tile.

• ServiceNow non-admin account with ACLs

  If you don't want to use the admin role due to security concerns, give the ServiceNow account only the rest_api_explorer role and use ACLs to give the account more rights. Using accounts without admin permissions may cause data streams to error.

  How to add the necessary ACLs to your ServiceNow account

  When you are using a non-admin ServiceNow account for a plugin, the functionality of the ServiceNow plugin is limited.

  You can reinstate some of the functionality of non-admin ServiceNow accounts by using ACLs.

  ACLs can be added in two ways:

  • Adding them directly to a user account, meaning you are adding the ACLs to the service account you are using for the ServiceNow plugin.

  • Adding them to a role. We recommend that you create a new role specifically just for adding the ACLs to it. Then you need to assign the role to the service account you are using for the ServiceNow plugin.

    A benefit of adding the ACLs to a role is that it makes them easier to manage and you can assign the role to different users (in this case, service accounts) if you want to use different service accounts for different ServiceNow plugins.

  You need to add the following ACLs:

  • sys_filter

  • sys_dictionary.*

  • sys_dictionary

  • sys_db_object

  • sys_ui_list

  • sys_db_object.*

  • sys_ui_list.*

• ServiceNow non-admin account without ACLs

  If you don't want to create ACLs and use only roles, give the ServiceNow account the roles rest_api_explorer and web_service_admin. Using accounts without admin permissions may cause data streams to error.

Add the ServiceNow plugin to SquaredUp

1. In SquaredUp browse to Settings > Plugins > Add plugin and search for the plugin.

2. Enter the URL of your ServiceNow instance.

3. Enter the username and password for the API. See Prerequisites for the ServiceNow account

4. Adding Custom Classes is optional, and can be left empty. If you would like SquaredUp to import your custom classes you can list any number of classes here using their table names. By default, the plugin imports the Business Application class (table name: cmdb_ci_business_app) and the Service class (table name: cmdb_ci_service).

5. Leave the checkbox for Automatically create a workspace ticked, this will create a new workspace for this plugin containing out of the box dashboards and scopes.

6. Optionally, select whether you would like to restrict access to this plugin instance. By default, restricted access is set to off.

   Restrict access to this workspace?

   The term plugin here really means plugin instance. For example, a user may configure two instances of the AWS plugin, one for their development environment and one for production. In that case, each plugin instance has its own access control settings.

   By default, Restrict access to this plugin? is set to off. The plugin can be viewed, edited and administered by anyone. If you would like to control who has access to this plugin, switch Restrict access to this plugin? to on.

   Use the Restrict access to this plugin? dropdown to control who has access to the workspace:

   • By default, the user setting the permissions for the plugin will be given Full Control and the Everyone group will be given Link to workspace permissions.

   • Tailor access to the plugin, as required, by selecting individual users or user groups from the dropdown and giving them Link to workspace or Full Control permissions.

   • If the user is not available from the dropdown, you are able to invite them to the plugin by typing in their email address and then clicking Add. The new user will then receive an email inviting them to create an account on SquaredUp Cloud. Once the account has been created, they will gain access to the tenant.

   • At least one user or group must be given Full Control.

   • Admin users can edit the configuration, modify the Access Control List (ACL) and delete the plugin, regardless of the ACL chosen.

   Plugin access levels

   Access Level:

   Link to workspace	User can link the plugin to any workspace they have at least Editor permissions for. Data from the plugin can then be viewed by anyone with any access to the workspace. User can share the plugin data with anyone they want. User cannot configure the plugin in any way, or delete it.
   Full Control	User can change the plugin configuration, ACL, and delete the plugin.

   See Access control for more information.

7. Click Save.