Creating and Configuring a ServiceNow System of Record

Prerequisites

• ServiceNow Account with permissions to create User accounts and grant read access to entities that require synchronization to SGNL
• Activation of the ServiceNow Read Only Role
  • Note: The ServiceNow Read Only Role should not be the only role granted to the account synchronizing data from ServiceNow - it should be used in conjunction with other roles in order to strip extraneous permissions (Create/Modify/Delete) that are unnecessary for synchronization by SGNL
• SGNL User Account with Admin privileges to your SGNL Client

Permissions Required

• SGNL firmly believes in the principle of least privilege, as such - only the access required to achieve your authorization use-cases should be granted.
• SGNL requires a user account to be created in the ServiceNow instance to be synchronized that has read permissions (see above for configuration of the ServiceNow Read Only Role). Depending on the objects needing to be synchronized the necessarily roles will vary:
  • Users (object: sys_user): Requires a user account with roles:
    • snc_platform_rest_api_access
    • snc_read_only
    • snc_internal (granted by default)
  • Groups (object: sys_user_group, sys_user_grmember): Requires a user account with roles:
    • snc_platform_rest_api_access
    • snc_read_only
    • rota_manager (for group members)
    • snc_internal (granted by default)
  • Products (object: alm_asset): Requires a user account with roles:
    • snc_platform_rest_api_access
    • snc_read_only
    • snc_internal (granted by default)
  • Cases (object: sn_customerservice_case): Requires a user account with roles:
    • snc_platform_rest_api_access
    • snc_read_only
    • snc_internal (granted by default)
    • sn_customerservice.case_viewer
  • Customer Accounts (object: customer_account): Requires a user account with roles:
    • snc_platform_rest_api_access
    • snc_read_only
    • snc_internal (granted by default)
    • Sn_customerservice.customer_data_viewer
  • All Supported Entities: Requires a user account with roles:
    • snc_platform_rest_api_access
    • snc_read_only
    • rota_manager (for group members)
    • snc_internal (granted by default)
    • sn_customerservice.case_viewer
    • sn_customerservice.customer_data_viewer

Configuring ServiceNow

1. Log-In to the ServiceNow Instance you’d like to synchronize to SGNL with an account that can create users and manage roles

2. From the Left Navigation Pane, search or browse for Organization>Users

3. Create a new user account in ServiceNow that will be used by SGNL to connect to your ServiceNow instance,

   • An example User Id might be sgnl-sync
   • Be sure to note the User Id, you’ll need this to create the SGNL System of Record

   

4. Once created, click on the newly created user from the Users list

5. Select ‘Set Password’ and Generate a strong password for the User

   • Be sure to note the User Id, you’ll need this to create the SGNL System of Record

   

6. scroll down to the Roles tab, and Edit the Users Roles

   

7. Search for the roles you wanted added, select them, and click the right chevron to assign them to the user account

   

8. Once all required roles are added, Save the changes

Configuring SGNL

1. Login to the SGNL Console

2. From the left menu, select Systems of Record

3. Click “Add System of Record” or “Add”.

4. The SGNL SoR Catalog will show up on the screen:

   

5. Click on “ServiceNow” which will open up the New System of Record screen with some configuration options pre-populated from the ServiceNow SoR template:

   

6. Choose the correct adapter that matches the ServiceNow System of Record Type.

7. Replace all fields that have the {{Input Required:}} placeholder with relevant information. For ServiceNow, the following fields are required:

   • Instance Name: The subdomain your ServiceNow instance runs on, e.g., acme-corp, if you go to https://acme-corp.service-now.com to login
   • Username: The User ID of the account you use to login to your ServiceNow instance
   • Password: The password for your ServiceNow account

8. Click “Continue” to save your ServiceNow System of Record. You will be taken to the ServiceNow System of Record page.

   

9. All entities and relationships are created as defined in the ServiceNow template. If applicable, you can edit an entity and modify any properties of the entity or the associated attributes. Hover over the entity on the screen above to see the Edit button as shown above.

   

10. You can check the relationships created through the Relationships tab. However, relationships cannot be modified. You will need to delete an existing one, and create a new relationship.

11. (If applicable) You can also create relationships joining entities and attributes in ServiceNow to entities and attributes in other Systems of Record configured in SGNL. For example, if Account Numbers in your ServiceNow instance are consistent with the Account Numbers in your CRM system, you can create a relationship between the Account Number attribute in the ServiceNow instance and the Account Number attribute in your CRM System of Record. For more information on relationships, please refer to our Relationships page.

12. Note that synchronization is disabled by default when a new System of Record is created. You can choose to enable synchronization on Entities individually. Hover over the entity to see the Enable Sync button, and click on it.

    

13. Repeat for all Entities you want to synchronize to SGNL. Finally, Enable synchronization for the System of Record.

    

14. After some time, SGNL should complete ingesting the data from your ServiceNow instance into the SGNL graph. The number of objects ingested per entity are displayed on the ServiceNow screen. You should then be able to construct policies based on your ServiceNow data and make access evaluation calls to SGNL.

    

15. Once ingestion is complete and ServiceNow data is in the SGNL graph, you can use Data Lens to explore the SGNL graph.