Introduction
Connect ServiceNow to Sana to quickly explore, search, and manage your table records. Handle incidents, manage your service catalog, and keep your ServiceNow data clean and up to date without leaving Sana. In summary, the connector has the following key characteristics:
Category: Support
Connector type: Real-time
Auth type: OAuth
Hosting type: Managed
Capabilities
This connector is able to do the following:
Capability |
List tables |
Find table records |
Search records |
Create table records |
Update table records |
Delete table records |
Tools
While the capabilities above describe what the connector can do at a high level, the underlying tools show exactly which operations the agent can use when you ask Sana about ServiceNow. In practice, the agent may call one or more tools to achieve a single capability.
Tool |
Create table record |
Delete table record |
Get current user |
Get record counts by field |
Get table record by id |
Get table records |
List tables |
Search records by keyword |
Update table record |
Scope and permissions
This connector uses OAuth. When you connect your account, you will need to sign into your account and grant the required permissions.
Set up instructions
Prerequisites:
Your Sana workspace admin has enabled this integration – if the workspace admin has disabled the integration it won't appear in the list of available integrations.
Step 1: Go to the integrations page in Sana
In Sana, click on ... More in the sidebar, then select Integrations
Step 2: Find ServiceNow in the list of available integrations
Scroll to the Available integrations section and locate ServiceNow.
Step 3: Connect the integration
Click the integration card and select "Connect just for me", this will open a pop-up powered by Pipedream. Follow the steps in the pop-up to complete the set-up.
Step 4: Provide your ServiceNow instance, Client ID, and Client Secret
In the Pipedream pop-up you'll be asked for three values for your ServiceNow account:
Instance Name — your ServiceNow subdomain (the part before
.service-now.com).Client ID and Client Secret — generated by your ServiceNow admin from a custom OAuth application registered in your ServiceNow instance (see the limitation below).
Step 5: Complete the set up
You've successfully connected your ServiceNow account. Click Continue to complete the setup and start using the connector.
Known limitations
Admin pre-setup required: ServiceNow's OAuth flow requires a workspace admin to register custom OAuth applications inside your ServiceNow instance and share the resulting Client ID and Client Secret with each user who needs to connect. The OAuth callback must point at
https://api.pipedream.com/connect/oauth/oa_g2oiqA/callback(Sana connects via Pipedream). Refer to ServiceNow's own docs on OAuth Application Registry for the in-product setup steps.No granular scopes: ServiceNow's OAuth implementation does not support resource-level scopes. Access is gated by the roles assigned to the connecting user (e.g.
itil,admin,read_only_admin) and by table-level ACLs in your instance. Admins must ensure the connecting user has the right roles and that the relevant tables have GET/POST/PATCH/DELETE/PUT methods enabled for the operations Sana should perform.
Frequently asked questions
Q: If a ServiceNow admin generates the Client ID and Secret, can they be shared with non-admin ServiceNow users — and will those users get admin access?
A: Yes, the Client ID and Secret can be shared with non-admin users — sharing them does not grant admin access. The Client ID and Secret only identify the OAuth application that lets the OAuth flow start. The actual access level is determined by each user's own permissions in ServiceNow: when they connect, they authenticate with their own ServiceNow credentials and the connector mirrors their individual access.