ServiceNow is a service management platform that can be used for many different business units, including IT, human resources, facilities, and field services.

ServiceNow connectors are available for use with One Identity Safeguard for Privileged Passwords.

Supervisor configuration parameters for ServiceNow v.1.0

To configure the connector, following parameters are required:

• Connector name

• Username for the cloud account

• Password for the cloud account

• Custom Properties (List of custom properties, if any, to be mapped)
  For more information, see Configuring custom attributes for ServiceNow v.1.0.
  

• SCIM URL (Cloud application's REST API's base URL)

Configuring custom attributes for ServiceNow v.1.0

You can configure custom attributes for the ServiceNow v.1.0 connector when you configure the connector in Starling Connect by adding the custom attributes in the Custom Properties field in the defined format.

Supervisor configuration parameters for ServiceNow v.2.0

To configure the connector, following parameters are required:

• Connector name

• Username for the cloud account

• Password for the cloud account

• SCIM URL (Cloud application's REST API's base URL)

Configuring custom attributes for ServiceNow v.2.0

You can configure custom attributes for the ServiceNow v.2.0 SCIM connector in Starling Connect for Users, Groups and Roles in the Custom Attributes section in Schema Configuration.

Supported objects and operations

Users

Table 50: Supported operations for Users

Operation	VERB
Create	POST
Update	PUT
Delete	DELETE
Get all users	GET
Get (Id)	GET
Pagination	GET

Groups

Table 51: Supported operations for Groups

Operation	VERB
Create	POST
Update	PUT
Delete	DELETE
Get all groups	GET
Get (id)	GET
Get	GET
Pagination	GET

Roles

Table 52: Supported operations for Roles

Operation	VERB
Get All Roles	GET
Get Role (Id)	GET

Users

• Username

Groups

• Group Name

User and Group mapping

The user and group mapping is listed in the table below.

Table 53: User mapping

SCIM parameter	ServiceNow parameter
userName	user_name
name.familyName	last_name
name.givenName	first_name
name.middleName	middle_name
displayName	name
emails[0].value	email
addresses[0].streetAddress	street
addresses[0].locality	city
addresses[0].region	state
addresses[0].postalCode	zip
addresses[0].country	country
phoneNumbers[0].value(type=work)	phone
title	title
preferredLanguage	preferred_language
timeZone	time_zone
active	active
password	user_password
roles.value	{resource}.role.value
extension.organization	company
extension.department	department
extension.manager.value	manager.value
extension.employeeNumber	employee_number
id	sys_id
groups.value	{resource}.group.value
extension.lastLogon	last_login_time
PhoneNumbers[0].value(type=mobile)	mobile_phone

Table 54: Group mapping

SCIM parameter	ServiceNow parameter
id	sys_id
displayName	name
members.value	{resource}.user.value
extension.description	description
extension.email	email
extension.groupType	type
extension.manager.value	manager.value

Connector versions and features

The following subsections describe the different connector version(s) and features available with them.

Supported Versions

The supported versions of ServiceNow connector are:

• v.1.0
• v.2.0

Connector limitations

• ServiceProviderAuthority contains only the Id field with the value being same as the instance id of the ServiceNow instance, as there are no APIs to fetch the tenant details in ServiceNow.

• If the department name and organization name is provided during user create or update operations, the user gets assigned to the department and organization if the department and organization with the same name exists in ServiceNow cloud application.

• If the invalid manager id is used for user's manager fields while performing user create or update operations, ServiceNow does not display any error. Instead, it invalid id is returned as the manager id.

• In the request, if there are invalid values for timezone, language, and so on, ServiceNow does not display any error. Instead, the fields with invalid values would be blank.

• GET Roles operation might not fetch all the roles. Some roles must be retrieved based on ServiceNow Access Control List (ACL).

• If an invalid role id is used for user create or update operation, no error is displayed. Instead, the same invalid id in the role list is returned.

• If an invalid member id is used for group create or update, no error is displayed. Instead, the same invalid id as the member id is returned.

• Create User operation with existing user details shows the status code as 403 instead 409. The status code and the status message cannot be interpreted.