ServiceNow integration - Amazon Quick
Before you beginConfigure ServiceNow OAuthSet up the integration in Amazon QuickAvailable actionsLimitationsManage and troubleshoot

ServiceNow integration

Use the ServiceNow integration to perform actions within your ServiceNow instances, including managing incidents, problems, change requests, knowledge base articles, and attachments. This integration uses the ServiceNow REST API. For more information, see REST API in the ServiceNow documentation.

Setting up this integration involves two steps. First, you configure an OAuth application in your ServiceNow instance. Then, you create the integration in Amazon Quick and connect it to your ServiceNow app. For information about the authentication methods that Amazon Quick supports, see Authentication methods.

Before you begin

Before you set up the integration, verify that you have the following.

  • A ServiceNow instance. This integration is validated against the Xanadu release.

  • A ServiceNow user account with permissions to create OAuth applications (admin role required).

  • For service authentication (client credentials), your instance must be running the Washington DC release or later.

  • For subscription requirements, see Set up integrations in the console.

Configure ServiceNow OAuth

Before you configure Amazon Quick, create an OAuth application endpoint in your ServiceNow instance. Complete all of the following steps in ServiceNow before moving to the Amazon Quick console.

For more information, see Create an endpoint for clients to access the instance in the ServiceNow documentation.

Register the OAuth application

To register the OAuth application, complete the following steps.

  1. In your ServiceNow instance, navigate to All > System OAuth > Application Registry and choose New.

  2. Choose Create an OAuth API endpoint for external clients.

  3. Complete the form:

    • Name – A descriptive name for the OAuth application.

    • Redirect URL – https://{region}.quicksight.aws.amazon.com/sn/oauthcallback

      Replace {region} with your AWS Region (for example, us-east-1).

  4. Choose Submit.

  5. Reopen the application registry entry and choose the lock icon next to Client Secret to reveal the value.

  6. Copy the Client ID and Client Secret values. You need these when you configure the integration in Amazon Quick.

Additional steps for service authentication (client credentials)

If you plan to use service authentication, complete these additional steps after registering the OAuth application. The client credentials grant type was introduced in the ServiceNow Washington DC release. For more information, see Up Your OAuth2.0 Game: Inbound Client Credentials with Washington DC in the ServiceNow Community.

  1. Enable the client credentials grant type. Navigate to sys_properties.list using the filter navigator and create a new system property with the following values:

    • Name – glide.oauth.inbound.client.credential.grant_type.enabled

    • Type – true | false

    • Value – true

  2. Verify that the following plugins are installed (navigate to Admin > Application Manager):

    • OAuth 2.0 (com.snc.platform.security.oauth)

    • REST API Provider (com.glide.rest)

    • Authentication scope (com.glide.auth.scope)

    • REST API Auth Scope Plugin (com.glide.rest.auth.scope)

  3. Return to your OAuth application in System OAuth > Application Registry. Add the OAuth Application User field to the form if it isn't visible (use Configure > Form Builder to add it).

  4. Set the OAuth Application User to an appropriately permissioned user, such as a user with the System Administrator role.

Important

With service authentication, all actions execute as the configured OAuth application user. Any Amazon Quick user with access to this integration can perform actions using that account's permissions. Configure the account permissions to match your organization's security requirements.

Set up the integration in Amazon Quick

After you complete the ServiceNow OAuth configuration, create the integration in Amazon Quick.

  1. In the Amazon Quick console, choose Integrations.

  2. Choose ServiceNow and choose the Add (plus "+") button.

  3. Enter the integration details:

    • Name – Descriptive name for your ServiceNow integration.

    • Description (Optional) – Purpose of the integration.

  4. Choose your connection type and fill in the connection settings:

    1. For User authentication (OAuth), configure the following fields:

      • Base URL – https://{your-instance}.service-now.com

      • Client ID – Client ID from your ServiceNow OAuth application.

      • Client Secret – Client secret from your ServiceNow OAuth application.

      • Token URL – https://{your-instance}.service-now.com/oauth_token.do

      • Auth URL – https://{your-instance}.service-now.com/oauth_auth.do

      • Redirect URL – https://{region}.quicksight.aws.amazon.com/sn/oauthcallback

    2. For Service authentication (client credentials), configure the following fields:

      • Authentication type – Service-to-service OAuth

      • Base URL – https://{your-instance}.service-now.com

      • Client ID – Client ID from your ServiceNow OAuth application.

      • Client Secret – Client secret from your ServiceNow OAuth application.

      • Token URL – https://{your-instance}.service-now.com/oauth_token.do

  5. Choose Create and continue.

  6. Choose users to share the integration with.

  7. Choose Next.

For user authentication, navigate to Integrations > Actions > your ServiceNow integration name, and choose Sign in to complete the OAuth authorization flow.

Available actions

After you set up the integration, the following actions are available.

ServiceNow available actions
Category Action Description
Incidents List Incidents Retrieve existing incidents.
Incidents Create Incident Create an incident record to document a deviation from an expected standard of operation.
Incidents View Incident Retrieve the details of a specific incident.
Incidents Update Incident Update an incident record.
Incidents Delete Incident Delete an incident.
Problems List Problems Retrieve existing problems.
Problems Create Problem Create a new problem record.
Problems View Problem Retrieve the details of a specific problem record.
Problems Update Problem Update a problem record.
Problems Delete Problem Delete a problem.
Change requests List Change Requests Retrieve all change requests.
Change requests Create Change Request Create a change request to implement a controlled process for modifying approved and supported configuration items (CIs).
Change requests View Change Request Retrieve detailed information about a specific change request.
Change requests Update Change Request Modify a change request.
Change requests Delete Change Request Delete a change request.
Knowledge base articles Create Knowledge Base Article Create a knowledge base article. Requires the Knowledge API (sn_km_api) plugin.
Knowledge base articles Update Knowledge Base Article Modify a knowledge base article.
Knowledge base articles Delete Knowledge Base Article Delete a knowledge base article.
Attachments Retrieve Attachments Metadata Retrieve metadata for attachment files.
Attachments Retrieve Attachment Metadata Retrieve metadata for a specific attachment file.
Attachments Retrieve Attachment Content Retrieve the binary file attachment content.
Attachments Upload Binary Attachment Upload a binary file as an attachment to a specified record.
Attachments Upload Multipart Form Attachment Upload a multipart file attachment.
Attachments Delete Attachment Delete an attachment.
Users List Users List all user records.
System List Choices Retrieve choice list values from the sys_choice table.
Note

The specific actions available depend on the permissions configured in your ServiceNow instance and the authentication method used.

Limitations

This integration interacts with ServiceNow through the REST API, which does not enforce UI policies, UI actions, or client scripts. These rules only apply in the ServiceNow browser interface. Server-side business rules, ACLs, and data policies are enforced. For more information, see REST API in the ServiceNow documentation.

Manage and troubleshoot

To edit, share, or delete your integration, see Managing existing integrations.

Authentication issues

  • OAuth authorization fails – Verify that the Client ID and Client Secret match the values in your ServiceNow Application Registry. Confirm the Redirect URL in ServiceNow matches the URL in your Amazon Quick configuration exactly.

  • Service authentication fails – Verify that the glide.oauth.inbound.client.credential.grant_type.enabled system property is set to true. Confirm the OAuth Application User field is populated on the application registry record.

Common error messages

  • Actions return permission errors – Verify that the ServiceNow user or OAuth application user has the required roles to access the target tables (for example, itil role for incident management).

  • Connection timeout or unreachable instance – Verify the Base URL uses the correct ServiceNow instance name. Confirm the ServiceNow instance is accessible and not in maintenance mode.