ServiceNow - ResolveAI

The ServiceNow integration can be configured via Resolve’s UI or on the Resolve Satellite.

Prerequisite: You will need permissions to create integrations in ServiceNow as well as access to your organization’s ResolveAI integration page.

1. In ServiceNow, create the integration

In ServiceNow UI, open Inbound Integrations

Click New integration
Pick OAuth - Client credentials grant

Choose an application user role that has access these tables:
- cmdb_rel_ci
- cmdb_ci_*
Copy both Client ID and Client Secret to use in the next step

If your ServiceNow instance restricts inbound traffic by IP (System Security > IP Address Access Control), add an allow rule for 3.16.200.209/32 so ResolveAI’s cloud can reach your instance. This is only required when connecting from the ResolveAI cloud — Satellite-based connections originate from your own infrastructure.

2. In ResolveAI, connect the integration

Option A: From the Resolve App

Log in to ResolveAI and open the ServiceNow integration page.
Name the integration, ex Production ServiceNow
Pick environments that ResolveAI will connect to, for example production and staging
Client ID paste in from ServiceNow
Client Secret paste in from ServiceNow

Option B: Setup from the Satellite

Create a Kubernetes Secret to hold your ServiceNow Inbound Integration’s Client ID and Client Secret.

apiVersion: v1
kind: Secret
type: Opaque
metadata:
  name:  servicenow-resolve-access-token
stringData:
  clientId: "<your client id>"
  clientSecret: "<your client secret>"

On the command line, apply the secret.

kubectl apply -f servicenow-resolve-access-token.yml

Add the ServiceNow integration to your Resolve Satellite’s configuration by updating the resolve-values.yaml file.

integrations:
  serviceNow:
    type: serviceNow
    create: true
    secretName: servicenow-resolve-access-token
    connection:
      url: "https://yourcompany.service-now.com"

On the command line, update the satellite with the new resolve-values.yaml file.

helm upgrade --install resolve-satellite \
  oci://registry-1.docker.io/resolveaihq/satellite-chart \
  --values resolve-values.yaml

Finally, check the status of the satellite on your organization’s integration page: https://app0.resolve.ai/integrations

Troubleshooting

Older ServiceNow versions (Yokohama and earlier)

If you don’t see OAuth - Client credentials grant as an option when creating the integration, or the connection fails after setup, the following ServiceNow-side settings may need to be configured. These are typically pre-configured on newer instances but have been seen to be missing on Yokohama and earlier versions.

Enable the Client Credentials grant type

The Client Credentials inbound OAuth flow is gated by a system property that may not be set by default.

In ServiceNow, navigate to System Properties > All Properties and click New
Fill in the form:
- Name: glide.oauth.inbound.client.credential.grant_type.enabled
- Type: true | false
- Value: true
Click Save

Add the OAuth Application User field to the form

The OAuth Application User field is hidden from the OAuth Application Registry form by default and must be added before you can assign the application user that ResolveAI will authenticate as.

Open the Application Registry record for ResolveAI
From the context menu (≡), choose Configure > Form Layout
Move OAuth Application User into the Selected column and save
Back on the record, set OAuth Application User to the user whose role grants the required cmdb_rel_ci and cmdb_ci_* table access

For ServiceNow’s reference documentation on this flow, see Client credentials grant flow (Yokohama).

​1. In ServiceNow, create the integration

​2. In ResolveAI, connect the integration

​Option A: From the Resolve App

​Option B: Setup from the Satellite

​Troubleshooting

​Older ServiceNow versions (Yokohama and earlier)

​Enable the Client Credentials grant type

​Add the OAuth Application User field to the form

1. In ServiceNow, create the integration

2. In ResolveAI, connect the integration

Option A: From the Resolve App

Option B: Setup from the Satellite

Troubleshooting

Older ServiceNow versions (Yokohama and earlier)

Enable the Client Credentials grant type

Add the OAuth Application User field to the form