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ServiceNow integration setup guide

Covers the ServiceNow configuration you need to complete before setting up the integration in Support Fusion.

This guide covers the ServiceNow configuration you need to complete before setting up the integration in Support Fusion.

Prerequisites

  • Administrator access to your ServiceNow instance.

  • Familiarity with ServiceNow user management and application configuration.

Step 1: Create a dedicated API user

Create an account that Support Fusion authenticates as. Keeping it separate from personal accounts means all integration activity is attributable to one user you can audit and manage.

  1. Navigate to User Administration > Users and select New.

  2. Set User ID to a dedicated service account such as support.fusion, with First name Support, Last name Fusion, and a monitored Email for notifications.

  3. Tick Active and Web service access only.

  4. Save the record, then note the User ID for later.

After saving, the user record is created. You'll add its roles in step 3.

Note: Actions the integration performs, such as creating, updating, or commenting on tickets, appear in ServiceNow audit logs and activity feeds as this user.

Step 2: Create an OAuth application

Support Fusion connects to ServiceNow over OAuth, so you need to register an application to get a client ID and secret.

  1. Navigate to System OAuth > Application Registry and select New.

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

  3. Set Name to Support Fusion Integration. Leave Login URL blank, and leave the access and refresh token lifespans at their defaults unless your security policy requires otherwise.

  4. In the OAuth Entity Scopes related list, add useraccount plus any additional scopes your ticket management requires.

  5. Save the application record.

ServiceNow generates a Client ID and Client Secret. Copy both now, along with your instance URL (for example https://your-instance.service-now.com), ready for Support Fusion.

Step 3: Grant the API user permissions

Through roles on the user record, give the API user access to the tables the integration reads and writes. Without these, syncs will fail when they try to reach a table the user can't see.

The user needs to be able to:

  • Create, read, and update tickets: incident, sc_task, problem, and task.

  • Read comments and attachments: sys_journal_field and sys_attachment, plus download and upload attachment files.

  • Read catalog data: sc_request, sc_item_option, and sc_item_option_mtom.

  • Read lookups: sys_choice (field values), sys_user, sys_user_group (groups), and core_company (companies).

Save the user record once the roles are in place.

Next steps

With ServiceNow configured, enter the instance URL, OAuth client ID, client secret, and the API user credentials in Support Fusion. See Settings for where to enter them, and ServiceNow integration for the per-relationship settings.

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