ServiceNow Integration

This guide outlines the roles, permissions, and configuration required to integrate Qinfinite with your ServiceNow instance using REST APIs. The integration enables ITSM data analysis, automation, and service request intelligence.

Required API Roles

The following roles are required for the Qinfinite integration user:

Role	Purpose	Access
snc_platform_rest_api_access	Enable REST API calls	Read/Write
sn_incident_read	Access incident records	Read
sn_incident_write	Update incidents (assignment, status)	Write
sn_incident_comments_write	Add work notes/comments	Write
sn_request_read	Access service requests	Read
sn_request_write	Update request records	Write
sn_request_item_read	Access request items	Read
sn_request_item_write	Update request items	Write
sn_catalog_item_read	Access catalog metadata	Read
sn_request_comments_write	Add request comments	Write
sn_sys_audit_read	View ticket history/audit logs	Read
sc_task	Service catalog task records (approvals, fulfillment tasks)	Read/Write

Key Tables & Endpoints

Table	Endpoint	Access
Incident	/api/now/table/incident	Read/Write
Service Request	/api/now/table/sc_request	Read/Write
Request Item	/api/now/table/sc_req_item	Read/Write
Catalog Item	/api/now/table/sc_cat_item	Read
Audit	sys_audit	Read-only (change history)

Authentication

• Method: Basic Authentication over HTTPS
• A dedicated API user account should be created

Recommended Approach

Start with a non-production environment for validation before deploying to production.

Security

• All API calls are made over HTTPS following ServiceNow ACLs
• Least-privilege access principle applied to all roles
• Read-only audit access for analytics only
• No workflow or configuration modifications are made by the integration

Webhook Access (Event-Driven Automation)

To enable Qinfinite automations triggered by ServiceNow events, webhook configuration and limited visibility into execution logs are required.

Purpose

Webhook access enables:

• Configuration of Business Rules that invoke Qinfinite webhooks on defined events
• Troubleshooting webhook execution using Business Rule logs during validation and rollout

Non-Production Environment

For initial setup, testing, and validation:

Requirement	Details
Role	admin
Access Scope	Configure and update Business Rules; view Business Rule execution logs for debugging

note

Admin access is required only during initial configuration and validation in non-production environments.

Production Environment

For controlled operation and audit-safe visibility:

Access	Scope
Read-only access to sys_script table	View Business Rules
Read-only access to syslog table	View Business Rule execution logs for debugging
Write/modification access	Not required in production

Security & Governance

• No Business Rule creation or modification is performed in production
• Access is limited to viewing rules and logs for troubleshooting
• All configurations are finalized and validated in non-production before production rollout
• Aligns with least-privilege and change-control best practices