How to configure ServiceNow integration in Segura® Platform

This guide shows how to configure the integration between Segura® Platform and ServiceNow using the REST API.

Requirements

• ServiceNow instance URL.
• Authentication data for one of the two supported methods:
  • OAuth 2.0 (Client Credentials) (recommended): Client ID and Client Secret.
  • Basic (username + password): Username and Password.

Configure ServiceNow

1. On Segura® Platform, in the navigation bar, hover over the Products menu and select Settings.
2. In the side menu, select Integrations > ITSM > ITSM Connections.
3. In the ITSM Connections report, in the top bar, click on + Add.
4. In the Registration of integration with ITSM screen, select ServiceNow.
5. In the General tab, complete the following fields:
   • Connection name *: name of the integration in the Segura® Platform.
   • Instance URL *: URL of the ServiceNow instance.
   • Description: optional description of the integration.
   • Active: select Yes to enable the connection.
6. Click Continue.
7. In the Authentication tab, select the Authentication method *. The options are OAuth 2.0 (Client Credentials) or Basic (user + password).
8. Complete the fields according to the selected method:
   • For OAuth 2.0 (Client Credentials): complete the Client ID and Client Secret fields.
   • For Basic (user and password): complete the Username and Password fields.
9. Click Continue.
10. In the Behavior tab, define the operational parameters:

• Connection timeout (seconds)
• Read timeout (seconds)
• Maximum retries
• Validation cache TTL (seconds)
• Health check interval (minutes)

11. Click Continue.
12. In the Fallback tab, select the desired behavior in case the ITSM is unavailable:

• Deny access when the ITSM is unavailable
• Allow emergency access only (break-glass)
• Allow access and log for later audit

13. If necessary, click Test connection to validate the configuration.
14. Click Continue.
15. In the Review tab, review the configured information.
16. Click Save.

Make the connection available

Creating an ITSM connection does not automatically put it into use. Choose one of the following:

• Set it as the global default: go to Settings > Integrations > ITSM > ITSM Connections, and select this connection as the default. Access policies that do not specify their own connection use this one.
• Override it for a specific access policy: in the access policy's Approvers tab, select this connection in the ITSM connection field. This takes precedence over the global default for that policy.