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

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.

   

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

   

3. Enter API details:

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

   • In the Auth Parameter field, select Auth Header.

     

     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.

   

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

   

   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.

   

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

     

     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

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.

   

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

     

     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: