Permissions required for ServiceNow Service Account to create tickets

[varunpuri]

Hi,

As per the API documentation of ServiceNow (https://docs.servicenow.com/bundle/tokyo-application-development/page/integrate/inbound-rest/concept...),
I could see that there is an API by the name - "Trouble Ticket Open API". Few questions ?

1. Is this the right API which we have to leverage in Saviynt REST connection in order to be able to open tickets in ServiceNow for UAR of disconnected applications ?

2. There is a text mentioned on this API page which says - "The Customer Service (com.sn_customerservice) and Customer Service Install Base Management (com.snc.install_base) applications are required to use this API with the Case [sn_customerservice_case] table.". Could someone kindly explain what does this mean ?

3. It is also mentioned that "The calling user must have the ticket_integrator role.". So, the Service Account which will be used in Saviynt to call this API should have the ticket_integrator role ?

4. Is there any other role/permission required by the Service Account in order to be able to open tickets in ServiceNow ?

5. Is there any other role/permission required by the Service Account in order to be able to poll the status of tickets in ServiceNow ?

Best Regards,
Varun

[Manu269]

Please refer this 

https://docs.saviyntcloud.com/bundle/ServiceNow-v23x/page/Content/ServiceNow-Integration-Overview-v2...

[varunpuri]

@Manu269 - I have gone through this documentation but it does not explain about the minimum and sufficient privileges required by a Service Account which Saviynt REST connection will use to be able to - 
1. Open a Ticket in ServiceNow.
2. Poll for the status of that TIcket from ServiceNow.

Best Regards,
Varun

[Manu269]

Check this : 

https://www.servicenow.com/community/itsm-forum/i-want-to-create-a-incident-ticket-from-postman-usin...

https://vexpose.blog/2021/04/20/creating-servicenow-incidents-via-rest-api/

[Darshanjain]

Hi @varunpuri ,

You need to check with your servicenow team for the access related questions as we are just consuming the Snow Api's. Also you can refer the guide for integrating snow as managed application

https://docs.saviyntcloud.com/bundle/ServiceNow-v23x/page/Content/ServiceNow-as-a-Ticketing-System.h...

Thanks

Darshan 

[varunpuri]

@Darshanjain - We do not want to integrate ServiceNow as a managed application with Saviynt. We want to use that as a ticketing system. Typically, the connector documentation of any IGA also explains about the minimum and sufficient privileges required by the service account which IGA will use to interact with the target application. In our case, we need information about the minimum and sufficient privileges required for Service Account which Saviynt REST connection will use to be able to - 
1. Open a Ticket in ServiceNow.
2. Poll for the status of that TIcket from ServiceNow.

Best Regards,
Varun

[Darshanjain]

Hi @varunpuri 

Either for managed application or as a ticketing system, you need to check with your respective service now team to assign the basic Api access to create a ticket,update status,etc.

Also you can refer the below link but prefer you to check with your own servicenow team as they will have a better idea of what permissions needs to be given

https://www.servicenow.com/community/itsm-forum/i-want-to-create-a-incident-ticket-from-postman-usin...

Thanks

Darshan