---
title: "ServiceNow Service Request"
slug: "servicenow-service-request"
updated: 2026-06-22T14:21:27Z
published: 2026-06-22T14:21:27Z
canonical: "docs.databee.buzz/servicenow-service-request"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.databee.buzz/llms.txt
> Use this file to discover all available pages before exploring further.

# ServiceNow Service Request

The ServiceNow Service Request Management helps organizations manage and track employee or customer service requests through automated workflows, approvals, and ticketing. For more information, refer to this [documentation](https://www.servicenow.com/in/products/itsm/what-is-service-request-management.html).

**Integration Method:** API

**Tables**: Ticket Inventory (99405001)

This integration supports the following events.

| **Event** | **Description** |
| --- | --- |
| Service Requests | Retrieve the list of the Service Requests. |
| Request Items | Retrieve the list of the Request Items. |

This integration supports the following versions

| ServiceNow Version Tested | ServiceNow Vancouver |
| --- | --- |
| ServiceNow API version | v2.0 |

## Prerequisites

- The user should have access to the ServiceNow Service Request **Admin** privileges for creating an OAuth API endpoint for external clients.
- The user should have access to the DataBee console.

## Configuration Overview

1. Generate API credentials on the ServiceNow console with the required user roles.
  1. [Create OAuth client application](/user-manual/docs/servicenow-service-request#create-oauth-client-application)
  2. [Create user](/user-manual/docs/servicenow-service-request#create-user)
  3. [Assign roles to user](/user-manual/docs/servicenow-service-request#assign-roles-to-user)
2. Add the [ServiceNow data feed](/user-manual/docs/servicenow-service-request#databee-configuration) integration in the DataBee console with the required API credentials.

| **DataBee Parameter** | **ServiceNow Parameter** |
| --- | --- |
| Client Key | Client ID |
| Client Secret | Client Secret |
| Username | [User ID](/docs/servicenow-service-request#username) |
| Password | [Password](/docs/servicenow-service-request#password) |
| Token URL:<instance> | ServiceNow Instance |
| API URL:<instance> | ServiceNow Instance |

## ServiceNow Configuration

The scope mechanism limits an application request. ServiceNow platform supports authentication scopes to allow admins to limit access of an OAuth client application to a specific REST API.

### Create OAuth client application

1. Get the **ServiceNow instance** from the URL as highlighted below. ![](https://cdn.document360.io/04e48772-4346-44a4-aa69-043eca42257c/Images/Documentation/servicenow-service-request-image-jw4ilhge.png?sv=2026-02-06&spr=https&st=2026-10-30T12%3A22%3A21Z&se=2026-10-30T13%3A22%3A21Z&sr=c&sp=r&sig=FA6LrDvWOvpLUEGiJZ1svB0KXNRNX39J9RUV%2FVi1%2Fyw%3D)
2. Navigate to **All**.
  1. In the search bar, enter **System OAuth**.
  2. Navigate to **System OAuth** > **Application Registry**. ![](https://cdn.document360.io/04e48772-4346-44a4-aa69-043eca42257c/Images/Documentation/servicenow-service-request-image-nqtl02c2.png?sv=2026-02-06&spr=https&st=2026-10-30T12%3A22%3A21Z&se=2026-10-30T13%3A22%3A21Z&sr=c&sp=r&sig=FA6LrDvWOvpLUEGiJZ1svB0KXNRNX39J9RUV%2FVi1%2Fyw%3D)
3. Click on the **New** button. ![](https://cdn.document360.io/04e48772-4346-44a4-aa69-043eca42257c/Images/Documentation/servicenow-service-request-image-dj6uq0pv.png?sv=2026-02-06&spr=https&st=2026-10-30T12%3A22%3A21Z&se=2026-10-30T13%3A22%3A21Z&sr=c&sp=r&sig=FA6LrDvWOvpLUEGiJZ1svB0KXNRNX39J9RUV%2FVi1%2Fyw%3D)
4. On the Interceptor page, click **Create an OAuth API endpoint for external clients**. ![](https://cdn.document360.io/04e48772-4346-44a4-aa69-043eca42257c/Images/Documentation/servicenow-service-request-image-ptdil312.png?sv=2026-02-06&spr=https&st=2026-10-30T12%3A22%3A21Z&se=2026-10-30T13%3A22%3A21Z&sr=c&sp=r&sig=FA6LrDvWOvpLUEGiJZ1svB0KXNRNX39J9RUV%2FVi1%2Fyw%3D)
5. Fill in the required details in the form:
  1. **Name**: Enter a unique name for OAuth client application.
  2. **Client ID**: Automatically generated by the ServiceNow OAuth server.
  3. **Client Secret**: Enter Client secret for the Oauth application or leave empty for auto generation

> [!NOTE]
> **Note**:
> 
> Copy the **Client** **ID** for later use.
6. Click on the **Submit** button.

![Inserting image...](https://cdn.document360.io/04e48772-4346-44a4-aa69-043eca42257c/Images/Documentation/servicenow-service-request-image-ifnga947.png?sv=2026-02-06&spr=https&st=2026-10-30T12%3A22%3A21Z&se=2026-10-30T13%3A22%3A21Z&sr=c&sp=r&sig=FA6LrDvWOvpLUEGiJZ1svB0KXNRNX39J9RUV%2FVi1%2Fyw%3D)
7. Select the Application created in the previous step from the Application Registries list.

![Inserting image...](https://cdn.document360.io/04e48772-4346-44a4-aa69-043eca42257c/Images/Documentation/servicenow-service-request-image-xjgay395.png?sv=2026-02-06&spr=https&st=2026-10-30T12%3A22%3A21Z&se=2026-10-30T13%3A22%3A21Z&sr=c&sp=r&sig=FA6LrDvWOvpLUEGiJZ1svB0KXNRNX39J9RUV%2FVi1%2Fyw%3D)
8. Click on **Lock** icon.
9. Save the **Client Secret** for later use. ![Inserting image...](https://cdn.document360.io/04e48772-4346-44a4-aa69-043eca42257c/Images/Documentation/servicenow-service-request-image-56kgf3ot.png?sv=2026-02-06&spr=https&st=2026-10-30T12%3A22%3A21Z&se=2026-10-30T13%3A22%3A21Z&sr=c&sp=r&sig=FA6LrDvWOvpLUEGiJZ1svB0KXNRNX39J9RUV%2FVi1%2Fyw%3D)

| Name | Unique Name that identifies the application |
| --- | --- |
| Client ID | This is auto generated by the instance and is used in DataBee. |
| Client Secret | This is auto generated by the instance and is used in DataBee. |
| Refresh Token Lifespan | 8,640,000 seconds (100 days) & can be increased |
| Access Token Lifespan | 1800 seconds (30 Minutes) & can be increased |

### Create User

1. Navigate to **All**.

![](https://cdn.document360.io/04e48772-4346-44a4-aa69-043eca42257c/Images/Documentation/servicenow-service-request-image-ucvmefjz.png?sv=2026-02-06&spr=https&st=2026-10-30T12%3A22%3A21Z&se=2026-10-30T13%3A22%3A21Z&sr=c&sp=r&sig=FA6LrDvWOvpLUEGiJZ1svB0KXNRNX39J9RUV%2FVi1%2Fyw%3D)
  1. In the search bar, enter **User Administration**.
  2. Navigate to **User Administration** > **Users**.
2. Click on the **New** button.
  1. The **Create User** form window will appear. ![](https://cdn.document360.io/04e48772-4346-44a4-aa69-043eca42257c/Images/Documentation/servicenow-service-request-image-wvi721ue.png?sv=2026-02-06&spr=https&st=2026-10-30T12%3A22%3A21Z&se=2026-10-30T13%3A22%3A21Z&sr=c&sp=r&sig=FA6LrDvWOvpLUEGiJZ1svB0KXNRNX39J9RUV%2FVi1%2Fyw%3D)
3. Fill in the required fields to create a user:
  1. **User ID**: Enter a unique username.
  2. **First Name**: Enter the user's first name.
  3. **Last Name**: Enter the user's last name.
  4. **Time Zone**: Set to **GMT/UTC** to ensure the API response includes GMT/UTC dates.
  5. **Date Format**: Set to **System (yyyy-MM-dd)**.
  6. **Active**: Ensure the checkbox is selected.
  7. **Locked Out**: Ensure the checkbox is **not** selected.
4. The user must be active and not locked out to allow the instance to generate an access token for OAuth.
5. Copy the **User ID** for later use.
6. Click the **Submit** button.

![](https://cdn.document360.io/04e48772-4346-44a4-aa69-043eca42257c/Images/Documentation/servicenow-service-request-image-x8p49fsh.png?sv=2026-02-06&spr=https&st=2026-10-30T12%3A22%3A21Z&se=2026-10-30T13%3A22%3A21Z&sr=c&sp=r&sig=FA6LrDvWOvpLUEGiJZ1svB0KXNRNX39J9RUV%2FVi1%2Fyw%3D)
7. Search username for the **User ID** created in the previous step and click on it. ![](https://cdn.document360.io/04e48772-4346-44a4-aa69-043eca42257c/Images/Documentation/servicenow-service-request-image-dnjihor1.png?sv=2026-02-06&spr=https&st=2026-10-30T12%3A22%3A21Z&se=2026-10-30T13%3A22%3A21Z&sr=c&sp=r&sig=FA6LrDvWOvpLUEGiJZ1svB0KXNRNX39J9RUV%2FVi1%2Fyw%3D)
8. Click on the **Set Password** button. ![](https://cdn.document360.io/04e48772-4346-44a4-aa69-043eca42257c/Images/Documentation/servicenow-service-request-image-62kngzju.png?sv=2026-02-06&spr=https&st=2026-10-30T12%3A22%3A21Z&se=2026-10-30T13%3A22%3A21Z&sr=c&sp=r&sig=FA6LrDvWOvpLUEGiJZ1svB0KXNRNX39J9RUV%2FVi1%2Fyw%3D)
9. Click on the **Generate** button.
10. Copy the password for later use.
11. Click on the **Save Password** button.
12. Click on the **Close** button. ![](https://cdn.document360.io/04e48772-4346-44a4-aa69-043eca42257c/Images/Documentation/servicenow-service-request-image-bbw261zk.png?sv=2026-02-06&spr=https&st=2026-10-30T12%3A22%3A21Z&se=2026-10-30T13%3A22%3A21Z&sr=c&sp=r&sig=FA6LrDvWOvpLUEGiJZ1svB0KXNRNX39J9RUV%2FVi1%2Fyw%3D)

### Assign roles to user

1. Go to **Roles** tab and click on **Edit** to assign roles to user. ![](https://cdn.document360.io/04e48772-4346-44a4-aa69-043eca42257c/Images/Documentation/servicenow-service-request-image-0axairmt.png?sv=2026-02-06&spr=https&st=2026-10-30T12%3A22%3A21Z&se=2026-10-30T13%3A22%3A21Z&sr=c&sp=r&sig=FA6LrDvWOvpLUEGiJZ1svB0KXNRNX39J9RUV%2FVi1%2Fyw%3D)
2. In the search bar, enter "**ITIL**" and click **Add**.
3. Click the **Save** button. ![](https://cdn.document360.io/04e48772-4346-44a4-aa69-043eca42257c/Images/Documentation/servicenow-service-request-image-u82e03mh.png?sv=2026-02-06&spr=https&st=2026-10-30T12%3A22%3A21Z&se=2026-10-30T13%3A22%3A21Z&sr=c&sp=r&sig=FA6LrDvWOvpLUEGiJZ1svB0KXNRNX39J9RUV%2FVi1%2Fyw%3D)

## DataBee Configuration

1. Login to the DataBee UI, navigate to **Data** > **Data Feeds** and click the **Add New Data Feed** button. ![](https://cdn.document360.io/04e48772-4346-44a4-aa69-043eca42257c/Images/Documentation/servicenow-service-request-image-ievux83u.png?sv=2026-02-06&spr=https&st=2026-10-30T12%3A22%3A21Z&se=2026-10-30T13%3A22%3A21Z&sr=c&sp=r&sig=FA6LrDvWOvpLUEGiJZ1svB0KXNRNX39J9RUV%2FVi1%2Fyw%3D)
2. Search for **ServiceNow Service Request** and click it as shown below. ![](https://cdn.document360.io/04e48772-4346-44a4-aa69-043eca42257c/Images/Documentation/servicenow-service-request-image-syrwdwar.png?sv=2026-02-06&spr=https&st=2026-10-30T12%3A22%3A21Z&se=2026-10-30T13%3A22%3A21Z&sr=c&sp=r&sig=FA6LrDvWOvpLUEGiJZ1svB0KXNRNX39J9RUV%2FVi1%2Fyw%3D)
3. Click on the **API Ingest** option for collection method. ![](https://cdn.document360.io/04e48772-4346-44a4-aa69-043eca42257c/Images/Documentation/servicenow-service-request-image-9tc9evu8.png?sv=2026-02-06&spr=https&st=2026-10-30T12%3A22%3A21Z&se=2026-10-30T13%3A22%3A21Z&sr=c&sp=r&sig=FA6LrDvWOvpLUEGiJZ1svB0KXNRNX39J9RUV%2FVi1%2Fyw%3D)
4. Enter **feed contact information** and scroll down.

![](https://cdn.document360.io/04e48772-4346-44a4-aa69-043eca42257c/Images/Documentation/servicenow-service-request-image-9169dcer.png?sv=2026-02-06&spr=https&st=2026-10-30T12%3A22%3A21Z&se=2026-10-30T13%3A22%3A21Z&sr=c&sp=r&sig=FA6LrDvWOvpLUEGiJZ1svB0KXNRNX39J9RUV%2FVi1%2Fyw%3D)
5. In the configuration page, confirm the following:
  - **API Base URL**: Replace **<instance>** with your ServiceNow Instance.
  - **Authorization Method**: OAuth2
  - **Username:** Paste the [User ID](/docs/servicenow-service-request#username).
  - **Password:** Paste the [Password](/docs/servicenow-service-request#password) .
  - **Client Key:** Paste the Client ID generated earlier in the ServiceNow Platform.
  - **Client Secret**: Paste the Client Secret generated earlier in the ServiceNow Platform.
  - **Token URL**: Replace **<instance>** with your ServiceNow Instance.
  - **Event Types**: Preselected for all the event types that integration pulls. ![](https://cdn.document360.io/04e48772-4346-44a4-aa69-043eca42257c/Images/Documentation/servicenow-service-request-image-fsebzvxs.png?sv=2026-02-06&spr=https&st=2026-10-30T12%3A22%3A21Z&se=2026-10-30T13%3A22%3A21Z&sr=c&sp=r&sig=FA6LrDvWOvpLUEGiJZ1svB0KXNRNX39J9RUV%2FVi1%2Fyw%3D)
6. Click on the **Test Connection** button once details are added. ![](https://cdn.document360.io/04e48772-4346-44a4-aa69-043eca42257c/Images/Documentation/servicenow-service-request-image-s5v0jxh8.png?sv=2026-02-06&spr=https&st=2026-10-30T12%3A22%3A21Z&se=2026-10-30T13%3A22%3A21Z&sr=c&sp=r&sig=FA6LrDvWOvpLUEGiJZ1svB0KXNRNX39J9RUV%2FVi1%2Fyw%3D)
7. Click on the **Submit** button once Test Connection is successful. ![](https://cdn.document360.io/04e48772-4346-44a4-aa69-043eca42257c/Images/Documentation/servicenow-service-request-image-92g0qkpw.png?sv=2026-02-06&spr=https&st=2026-10-30T12%3A22%3A21Z&se=2026-10-30T13%3A22%3A21Z&sr=c&sp=r&sig=FA6LrDvWOvpLUEGiJZ1svB0KXNRNX39J9RUV%2FVi1%2Fyw%3D)

## Troubleshooting Tips

- Ensure the client key, client secret, instance, username and password are pasted correctly. Since you cannot view the client key and secret after the 1st time, re-create the creds, paste it on a text editor to ensure no spaces or unexpected characters are included and reconfigure the DataBee feed
- Make sure the required user role is assigned.