--- title: "ServiceNow Ticketing Connector Guide" slug: "servicenow-ticketing" updated: 2026-10-22T15:02:22Z published: 2026-10-22T15:02:22Z canonical: "docs.safe.security/servicenow-ticketing" --- > ## Documentation Index > Fetch the complete documentation index at: https://docs.safe.security/llms.txt > Use this file to discover all available pages before exploring further. # ServiceNow Ticketing Connector Guide ServiceNow ITSM (IT Service Management) enables organizations to manage incidents, service requests, and remediation tasks through structured workflows. Supporting both incident management and request management modules, ServiceNow ticketing allows teams to assign, track, and resolve tickets efficiently while maintaining process consistency and accountability. The Balbix integration seamlessly connects with ServiceNow ITSM. Automated ticket creation is powered by dynamic field mapping, reusable templates, and policy-driven rules. Teams gain end-to-end visibility, streamlined handoffs, and consistent remediation at scale. In addition, tickets can be created automatically through Balbix automation workflows, allowing prioritized issues to be routed instantly without manual intervention. ### Integration Summary The table below provides details about the integration type and ticket data supported by the Balbix connector for ServiceNow ticketing (covering both ITSM and RITM). This integration enables Balbix to create incident and request tickets in ServiceNow with all necessary mandatory and custom fields populated. | **Integration Type** | Create: Outbound API integration to create ServiceNow incidents and RITM tickets. | | --- | --- | | **Types of Data Fetched** | Supports both mandatory, optional and custom fields. | ### Prerequisites Complete the prerequisites before creating the Balbix connector for ServiceNow ITSM Ticketing / RITM. **Create ServiceNow API Credentials & Permissions** Before configuring your Balbix connector, you must create ServiceNow ITSM credentials with appropriate permissions to be entered later in the configuration step for setting up the connector, or request management API credentials. ServiceNow ITSM supports the following forms of authentication: - Basic authentication using a username and password - OAuth 2.0 using an OAuth provider and profile - API Key **The following permissions are required to obtain the form dynamically from ServiceNow:** - Read access to the following tables and the columns inside the tables. - The role must have create, read, and write access to the incident table. The role must also have read access to the reference fields in the incident form to the ones the user wants to modify.

ITSM Module Table

 | ITSM Module | Required User Roles | Required Table Access | | --- | --- | --- | | Incident Management | personalize_dictionary personalize_choices incident_manager | sys_dictionary sys_choice sys_user sys_user_group sys_user_has_role Any referenced table that we will use in the Incident Form | | Request Management | catalog itil catalog_manager catalog_editor sn_request_write | sys_user Any referenced table that we will use in the Request Form | **Reasons for These Permissions:** - sys_dictionary table access is required to show a list of all the fields that are part of an incident table and its parent table. - sys_choice table access is required to know the choices of the field whose values are derived from that table. - The client can also restrict the data by adding an additional constraint on the ACL to prevent additional data access. **Permissions For Reference Drop downs:** - We will need access to any references that the incident form uses as well. **Set Up a Service Account** To set up access, you must create a role with read access, set up a service account, and optionally create an OAuth application. **Create a Role** You can create a role or use an existing role with the appropriate permissions. To create a role: 1. In Service Now, go to **All > User Administration > Roles**. 2. Click **New**. Enter a role name like like "balbix_integration_role". 3. Click **Submit**, then open the role. 4. Click **Contains Roles**. 5. Click **Edit**, then add the roles specified in the **Required Roles** section. 6. Click **Save**. **Grant Read Access to the Role** Your next step is to grant read access to the new role for the sys_user table. You must have an elevated role to grant access to the table. To grant read access to the role for the sys_user table: 1. In ServiceNow, go to **All > System Security > Access Control (ACL)**. 2. Click **New** to create an access control object and provide information as follows: - For Operation, select **Read**. - For Name, select **Dictionary Entry [sys_user]**. - Under C**onditions > Roles**: Click **Insert a new row** and add the role you created. 3. Click **Submit**. **Create a Service Account** After assigning the role with the necessary permissions and access, you’ll need to create a service account. To create a service account: 1. In ServiceNow, go to **All > User Administration > Users**. 2. Click **New**. Enter a User ID like "balbix_integration_user". 3. Enter any other required information. 4. Check **Web service** **access only**. 5. Open your new service account. 6. Click **Set password** and configure a password for the account. 7. Save the password and close the dialog box. 8. On the **Roles** tab, click **Edit**. Add the role you created. 9. Click **Save**. **Create an OAuth Application** Optionally, the last step is to create an OAuth application. To create an OAuth application: 1. In ServiceNow, go to **All > System OAuth > Application registry**. 2. Click **New**. 3. Select **Create an OAuth** **API endpoint for external clients**. 4. Enter a unique name like "balbix-integration". 5. Leave the Client Secret field empty to allow ServiceNow to generate the value automatically. 6. Keep the Token Lifespan settings at their default values. 7. Click **Submit**. 8. Open the OAuth app and copy the Client ID and Client Secret values to be entered later in the configuration step for setting up the connector. **Create an API Key** If you choose to use API key authentication, generate an API key. To generate an API key from ServiceNow Ticketing: 1. In ServiceNow, go to **All > System Web Services > API Access Policies > REST API Key**. 2. Click **New**. 3. Enter a unique name like "balbix-integration". 4. In the User field, select the service account. 5. Click **Submit**. 6. Open your newly created API key, copy the token value, and securely store it for later use when configuring the ServiceNow ticketing connector in Balbix. > [!WARNING] > You will not be able to see the API secret after the visibility expires or you navigate away from the page. Be sure to save it! After you have completed the prerequisites, go to the Balbix dashboard to create your connector. ### **Connector Configuration** Follow these steps to configure the connector: [Embedded content](https://scribehow.com/embed/ServiceNow_Ticketing_Connector_Guide__AJtP7XGvQj6NJGc3dMPttQ?as=scrollable) ### **API Documentation** To learn more about the ServiceNow API, see the references listed below: - [ServiceNow REST API Reference](https://www.servicenow.com/docs/bundle/washingtondc-api-reference/page/build/applications/concept/api-product-type.html) - [ServiceNow APIs by Product](https://docs.servicenow.com/bundle/vancouver-api-reference/page/build/applications/concept/api-product-type.html) - [ServiceNow Community: How to Setup OAuth2 Authentication for RESTMessageV2 Integrations](https://www.servicenow.com/community/in-other-news/how-to-setup-oauth2-authentication-for-restmessagev2/ba-p/2271823) - [ServiceNow ITSM - Product Documentation](https://docs.servicenow.com/en-US/bundle/vancouver-it-service-management/page/product/it-service-management/reference/r_ITServiceManagement.html) - [ServiceNow Service Request Management](https://www.servicenow.com/products/itsm/what-is-service-request-management.html) > ### See Also: > > [Ticketing Dataflows](/balbixhelp/docs/ticketing-dataflows)