ServiceNow

Integrating ServiceNow with Hawkeye enables you to gather critical telemetry from your ServiceNow environment, including incident management and service requests.

For a successfully integration, you’ll need an API access key and a customer ID. The following steps will help you set up this connection.

Note

For each step, we’ve created a short demo walkthrough and a step-by-step guide. You can check out the demo for a visual guide to setting up your ServiceNow connection!

Step 1: Create an Inbound Authentication Profile

Fig.1 - A walkthrough of how to create an Inbound authentication profile

Before connecting ServiceNow to Hawkeye, you’ll need to generate an API key from your ServiceNow instance.

1. Navigate to the API Access Policies: In your ServiceNow dashboard, go to All > System Web Services > API Access Policies > Inbound Authentication Profile.

   

   Fig.2 - Inbound authentication profile

2. Create a new API Key: Click New, and then select Create API Key authentication profiles.

   

   Fig.3 - Click new

   

   Fig.4 - Create API key authentication profile

3. Enter API details:

   • Enter a descriptive name for the key in the Name field.

   • In the Auth Parameter field, select Auth Header.

     

     Fig.5 - Enter API details

     After completing the above steps, click Submit to save your API key profile.

4. Generate the REST API Key: Go to All > System Web Services > API Access Policies > REST API Key, and click New.

   

   Fig.6 - Select Rest API key

   

   Fig.7 - Click new

5. Enter REST API details: Provide a descriptive name and select a user or service account for the API key.

   

   Fig.8 - Enter Rest API details

   After completing the above steps, click Submit to save your REST API key.

6. Navigate to REST API Access Policies: Go to All > System Web Services > API Access Policies > REST API Access Policies.

   

   Fig.9 - Rest API Access policies

7. Create a new policy: Click New to create a new API Access Policy.

   

   Fig.10 - Create new policy

8. Enter policy details:

   • Name: Enter a descriptive name for your policy.

   • REST API: Select the REST API you want to use. For now, we only support the Table API.

   • Configure policy restrictions: Use the checkboxes on the right side of the form to uncheck restrictions, allowing fields on the left side to appear.

   • Add API Authentication Profile: Scroll to the embedded list on the form and add your newly created API Authentication Profile created earlier.

     

     Fig.11 - Enter policy details

     Click Submit to save the new API Access Policy. Once saved, a token will be generated. Use the lock icon to view and copy this token.

Step 2: Add ServiceNow Connection to Hawkeye

Fig.12 - A walkthrough of how to add ServiceNow connection to Hawkeye

Now that you have the API key and customer ID, it’s time to configure the connection on the Hawkeye dashboard.

1. Navigate to Connections: On the Hawkeye dashboard, go to the Connections tab and click New Connection.

   

   Fig.13 - Create new connection dashboard

2. Select ServiceNow: From the list of available connections, select ServiceNow.

   

   Fig.14 - Select ServiceNow

3. Enter Connection Details:

   • Name: Provide a name for the connection.

   • Description: Optionally, add a description to help identify this connection.

   • API Key: Paste the API key you generated in Step 1.

   • Customer ID: Provide your ServiceNow customer ID. It’s in this format: https://yourinstance.service-now.com

     

     Fig.15 - Enter ServiceNow connection details

     Ensure all the fields are filled out correctly, and click Save to create the connection.

4. Confirm Connection: Once the connection is successfully created, you should see a confirmation message like this:

   

   Fig.15 - Confirm ServiceNow connection