Creating a ServiceNow Connection

To create a Connection to ServiceNow:

1. Navigate to Custom > Connections.

2. Click .

3. Under Select a Connection Type, select ServiceNow.
   

4. ClickNext or Basic Properties and create a Queue and Process Server for the Connection. All required settings will be configured automatically
   

5. Click Next or Security, then click to specify which roles can access the Connection.

6. Click Next or ServiceNow Properties. Here you can choose between Basic and OAuth authentication.

   • For Basic authentication, enter your Instance Name, Username, and Password.

     

   • For OAuth authentication, enter the Instance Name, Client ID, and your Client Secret, then click Login With ServiceNow.

     

     A window will display, allowing you to log in to ServiceNow. When you do, RunMyJobs will retrieve an access token and refresh token. These tokens will be used by ServiceNow Connector Process Definitions when this Connection is selected.

     After you log in, click Save & Close.

     Note: To use OAuth Authentication, OAuth must be enabled on your ServiceNow Instance, and you must create an "OAuth Endpoint for External Clients" using the Application Registries page in ServiceNow. Consult the ServiceNow documentation for more details about enabling OAuth. Once you have created the OAuth Application in ServiceNow, you can copy your Client ID and Client Secret from there into the RunMyJobs Connection.

     Note: The account you log in with provides is the user context for all ServiceNow actions performed with this Connection. This ServiceNow account must have all permissions required by the ServiceNow Connector (such as, for example, creating and/or updating incidents).

     Tip: The access token that is granted for this ServiceNow account is normally short-lived. The ServiceNow Connector will attempt use the refresh token to automatically renew the access token when it expires, so that no intervention is required by the user. However, the refresh token may also expire eventually, depending on your ServiceNow OAuth Application setup. If the Refresh token also expires, RunMyJobs will no longer be able to refresh the access token automatically, and your ServiceNow processes may fail with an error message such as “Failed to refresh the access token for client id 0a65398bffcef5142c11546e1d8c8650. Please update the refresh token for this connection by editing the connection, logging in to Service Now, and resaving the connection.” If this happens, you must edit the Connection in the RunMyJobs Connection Manager and use the Login with ServiceNow button to log in again. Be sure to log in as the same user account that was used previously, so that the ServiceNow actions will continue to be performed as the same user.