ServiceNow Integration

Prerequisites

Step 1: Create ServiceNow Integration User

1. In ServiceNow, navigate to User Administration → Users → New
2. Create user stackflow-integration with role itil and rest_api_explorer
3. Set a strong password and note the username/password for Basic Auth, OR proceed to Step 2 for OAuth
4. Grant the user read/write access to: incident, problem, change_request, cmdb_ci, sc_request tables

Step 2: Configure OAuth in ServiceNow

1. In ServiceNow, go to System OAuth → Application Registry → New
2. Select Create an OAuth API endpoint for external clients
3. Set the name to StackFlow OAuth
4. Generate a Client ID and Client Secret
5. Set the redirect URL to: https://your-instance.stackflow-tech.com/auth/servicenow/callback
6. Set Token Lifetime to 1800 (30 minutes) and Refresh Token Lifetime to 8640000 (100 days)

# Test OAuth token request
curl -X POST   https://your-snow-instance.service-now.com/oauth_token.do   -d "grant_type=password&client_id=CLIENT_ID&client_secret=CLIENT_SECRET&username=stackflow-integration&password=PASSWORD"

Step 3: Table API Mapping

StackFlow uses the ServiceNow Table API to read and write records. Configure which tables map to which StackFlow modules:

Step 4: Connect in StackFlow

1. Navigate to Admin → Integration Hub → ServiceNow → Configure
2. Enter the ServiceNow instance URL (e.g., https://your-org.service-now.com)
3. Choose auth method: OAuth (recommended) or Basic Auth
4. For OAuth: enter Client ID, Client Secret, and test credentials
5. Configure the table mapping
6. Set the sync schedule (default: every 5 minutes for incidents, every 1 hour for CMDB)
7. Click Save & Test

Bidirectional CI and Incident Sync

The CMDB sync pulls CI records from ServiceNow's cmdb_ci table and creates/updates corresponding CIs in StackFlow's CMDB. The primary sync key is the ServiceNow sys_id, stored as an attribute on the StackFlow CI.

# Query StackFlow incidents by ServiceNow sys_id
curl -H "Authorization: Bearer $TOKEN"   "https://your-instance.stackflow-tech.com/prod/api/incidents?source=servicenow&external_id=SN_SYS_ID"

# Trigger a manual CMDB sync
curl -X POST   https://your-instance.stackflow-tech.com/prod/api/integrations/servicenow/sync-cmdb   -H "Authorization: Bearer $TOKEN"

Field Reference

Testing the Integration

1. Go to Admin → Integration Hub → ServiceNow → Test
2. Click Test Connection — should return ServiceNow instance version and user info
3. Click Sync 10 Recent Incidents to verify incident import
4. Create an incident in StackFlow and verify it appears in ServiceNow within the sync interval

Troubleshooting