ServiceNow connector

This is usually a cloud connector. In rare situations where your ServiceNow instance is on premises, this can be an on-premises connector.

The ServiceNow connector gathers data about users, devices, and related incidents from ServiceNow.

For devices:

  • Device model and manufacturer
  • MAC address
  • OS version
  • Device owner

For users:

  • Name
  • Title
  • Email address
  • Gender
  • ServiceNow ID
  • Roles
  • Last logon
  • Address, country, state, city and zip code
  • Department, cost center, and manager's name
  • Phone number and type
  • Employee number

For requests:

  • Request ID and incident number
  • Requested for
  • Creator
  • Creation date and due date
  • Price
  • Special instructions
  • Impact
  • State
  • Priority and urgency
  • Description
  • Escalation
  • Email address for the person the item is assigned to
  • Email address for the person who closed the item
  • Category
  • Customer location

For incidents:

  • Request ID and incident number
  • Creator
  • Impact
  • State
  • Priority and urgency
  • Description
  • Email address for the person the item is assigned to
  • Email address for the person who closed the item
  • Category
  • Customer location
  • Creation date and close date
  • Duration

A ServiceNow connector has the following options:

  • Connector name: A name for the connector.
  • Connector server name: For cloud instances, this server is the Cloud option on the Connector Servers page. If you already added the connector to the Cloud option, this field will be populated for you. Otherwise, select Cloud from the list.

    For on-premises instances, this is the name of the local connector server that this connector is associated with. Each connector can only be associated with one connector server. If you added the connector to a specific connector server, this field may be populated for you. Otherwise, you can select the connector server from the list.
  • URL: The URL for your instance of ServiceNow.
  • Username and Password. Credentials to access ServiceNow.
  • Repeats: How often the connector should gather data.
  • Start time: The time of day the connector should start running. To minimize the impact on your network and applications, we recommend that connectors generally run at night or on weekends.
  • Active: Whether the connector is active or not. While the connector is active, it runs according to the schedule you create. If you clear the check box, the connector is inactive and will not gather data until the check box is enabled again and the connector is saved.
  • Action Credentials. The credentials Ivanti Neurons uses to perform actions and queries on device or people records. The types of available actions and queries will depend on your specific work environment.

For details on configuring or using connectors, see Setting up connectors.