ServiceNow integration¶
Connect DXDT to ServiceNow via the Table API with read-only access so the platform can look up incidents, changes, problems, and CMDB items for triage. DXDT only reads.
| Setup time | ~12 minutes |
| Difficulty | Moderate |
Access required: Dedicated ServiceNow user with read-only access to ITSM/CMDB tables
Prerequisites¶
- A ServiceNow admin to create a service account and role (one-time)
- Your ServiceNow instance slug or URL, e.g.
dev12345.service-now.com - Agreement on which tables DXDT may read (incident, change_request, problem, cmdb_ci)
Setup¶
1. Create a dedicated read-only user¶
In ServiceNow, create a dedicated integration user (for example dxdt.integration) with Web service access only enabled and a strong password. Do not grant the admin role.
Note
A dedicated account keeps DXDT's access auditable and revocable.
2. Grant read-only access to the needed tables¶
Give the user roles or ACLs that provide read-only access to the tables DXDT queries — incident, change_request, problem, and cmdb_ci. Prefer read-only roles (e.g. snc_read_only) or a custom role with read ACLs; avoid write and admin roles.
- Grant read on
incident - Grant read on
change_requestandproblem - Grant read on
cmdb_ci(CMDB)
3. Identify your instance¶
Your instance is the ServiceNow host — either the slug dev12345 or the full URL https://dev12345.service-now.com.
Note
DXDT expands a bare slug to https://<slug>.service-now.com.
4. Enter the values in DXDT¶
In the plugin Configuration tab, paste Instance, Username, and Password for the dedicated user and save. DXDT validates with a read-only ping.
Configuration fields¶
| Field | Where to find it |
|---|---|
Instance (instance) |
Your ServiceNow host — slug dev12345 or full URL https://dev12345.service-now.com. |
Username (username) |
The dedicated read-only integration user (e.g. dxdt.integration). |
Password (password) |
That user's password. |
Verify the connection¶
Save on the Configuration tab and confirm the Live Status panel is healthy; DXDT runs a read-only ping, then can list incidents.
Security
Credentials are stored encrypted per-tenant and used only for read-only Table API calls.
Troubleshooting¶
401 Unauthorized
Wrong username/password, or the user lacks Web service access. Confirm credentials and enable Web service access on the integration user.
403 / empty results on a table
The user's role does not grant read ACL on that table. Add read-only role or ACLs for incident, change_request, problem, and cmdb_ci.
Instance unreachable
Incorrect instance value. Use the correct *.service-now.com slug or full URL.
Vendor documentation: https://docs.servicenow.com/bundle/washingtondc-platform-administration/page/administer/roles/concept/c_Roles.html