ServiceNow Connector

Search across your ITSM tasks (incidents, service requests, etc.) and knowledge base articles in ServiceNow.

The ServiceNow connector will index:

IT Service Management (ITSM) tasks - such as incidents, service requests, problems - including work notes and comments.
Knowledge bases (KBs) and KB articles.

The ServiceNow connector supports all releases from ServiceNow San Diego to the latest.

Note: If you need support for additional modules (e.g. Security Operations) with fields that aren’t indexed in the base tasks, contact your Atolio support team.

Install ServiceNow Update Set

The Atolio ServiceNow plug-in is available as an update set (XML file). The update set will be provided by your Deployment Engineer (from the Atolio GitHub repository) or your Atolio support team. From ServiceNow documentation, follow the steps below to Commit an update set.

Elevate privileges to the security_admin role:

Navigate to System Update Sets > Retrieved Update Sets.
Click the link to Import Update Set from XML. Upload the XML file provided previously.
The application is now available as a retrieved update set with state Loaded. Click on Atolio Connector to open the update set.
If necessary, skip or accept updates to resolve any problems.
Click Commit Update Set to install the application.

Note: You can view the Commit log by navigating to System Update Sets > Update log and filtering to the Atolio Connector Update set.

Setup Application Credentials

First, create an application user by:

Navigating to System Security > Users and Groups > Users.
For User ID, choose an appropriate name, e.g. atolio_connector. Click Submit.
In the new user record that you just created:

Under Roles, click Edit... and add x_penti_atolio.atolio_connector to the Roles List before clicking Save.
Click Set Password to generate a password for this application user.

Next, enable the connector API by:

Under the Atolio Connector application, navigate to Integration - Atolio Connector > Administration > Properties.
If necessary, enable the connector’s API and integration with ServiceNow Knowledge Management.

Required Configuration Values

Enter these values in the Atolio Admin console (v4.24 and later), or send them to Atolio Support (your Deployment Engineer).

Value	Where to find it	Example / format	Secret
Instance URL	The URL of your ServiceNow tenant	`https://example.service-now.com`	No
Username	`Setup Application Credentials`, the User ID of the application user you created	`atolio_connector`	No
Password	`Setup Application Credentials`, the password generated with `Set Password`	Long random string	Yes

Provided by Atolio: the Atolio Connector update set (XML file), used to install the plug-in in Install ServiceNow Update Set.

Keep secrets secure: Share values marked “Yes” in the Secret column only through a password-manager share (e.g. 1Password) or another secure channel agreed with Atolio Support. Never send them in plain email, chat, or support tickets.

Configuration Example

Add this block to connector-values.yaml. Replace each <PLACEHOLDER> with the matching value from the table above, and remove any line marked “Only if” that doesn’t apply.

connectors:
  servicenow:
    default:
      servicenow:
        connector: servicenow
        instance: default
        source: servicenow
        common:
          enabled: true
          identity-provider: false
          cron-spec: "0 7 * * *"  # ServiceNow is only synced on this schedule
        secrets:
          password:
            value: "<PASSWORD>"
        configuration:
          base_url: "<INSTANCE_URL>"
          username: "<USERNAME>"