---
title: "ServiceNow Tickets"
slug: "servicenow-tickets"
updated: 2026-06-11T13:43:16Z
published: 2026-06-11T13:43:16Z
canonical: "docs.databee.buzz/servicenow-tickets"
---

> ## 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 Tickets

ServiceNow Tickets is used for incident management. It automatically raises and assigns incident tickets, tracks the incident’s status, and ensures that they are resolved promptly. For detailed information refer to the [ServiceNow’s official documentation](https://www.servicenow.com/products/itsm/what-is-it-ticketing-system.html).

**Integration Method:** API

**Tables**: Ticket Inventory (99405001)

This integration supports the following events.

| **Event** | **Description** |
| --- | --- |
| Incidents | Retrieves data for all incident details |

This integration supports the following versions.

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

## Prerequisites

- The user should have access to the ServiceNow **Admin** privileges to create 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-tickets#create-oauth-client-application)
  2. [Create user](/user-manual/docs/servicenow-tickets#create-user)
  3. [Assign roles to user](/user-manual/docs/servicenow-tickets#assign-roles-to-user)
2. Add the [ServiceNow Tickets Data Feed](/user-manual/docs/servicenow-tickets#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 |
| Password | Password |
| Token URL:<instance> | ServiceNow Instance |
| API URL :<instance> | ServiceNow Instance |

## ServiceNow Configuration

The scope is a mechanism to let an application request limited access to a user’s data. 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-tickets-image-8c32nlqt.png?sv=2026-02-06&spr=https&st=2026-10-30T12%3A22%3A31Z&se=2026-10-30T13%3A22%3A31Z&sr=c&sp=r&sig=THVUutkS34o7fxaTz4Dz0%2FcIOLuplNP7QNvI30TC4CM%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-tickets-image-0qxuqcig.png?sv=2026-02-06&spr=https&st=2026-10-30T12%3A22%3A31Z&se=2026-10-30T13%3A22%3A31Z&sr=c&sp=r&sig=THVUutkS34o7fxaTz4Dz0%2FcIOLuplNP7QNvI30TC4CM%3D)
3. Click on the **New** button. ![](https://cdn.document360.io/04e48772-4346-44a4-aa69-043eca42257c/Images/Documentation/servicenow-tickets-image-vwdqu9fa.png?sv=2026-02-06&spr=https&st=2026-10-30T12%3A22%3A31Z&se=2026-10-30T13%3A22%3A31Z&sr=c&sp=r&sig=THVUutkS34o7fxaTz4Dz0%2FcIOLuplNP7QNvI30TC4CM%3D)
4. Click the **New Inbound Integration Experience**. ![](https://cdn.document360.io/04e48772-4346-44a4-aa69-043eca42257c/Images/Documentation/servicenow-tickets-image-hvwb2btc.png?sv=2026-02-06&spr=https&st=2026-10-30T12%3A22%3A31Z&se=2026-10-30T13%3A22%3A31Z&sr=c&sp=r&sig=THVUutkS34o7fxaTz4Dz0%2FcIOLuplNP7QNvI30TC4CM%3D)
5. Click the **New Integration** button.

![](https://cdn.document360.io/04e48772-4346-44a4-aa69-043eca42257c/Images/Documentation/servicenow-tickets-image-x9qkcdbb.png?sv=2026-02-06&spr=https&st=2026-10-30T12%3A22%3A31Z&se=2026-10-30T13%3A22%3A31Z&sr=c&sp=r&sig=THVUutkS34o7fxaTz4Dz0%2FcIOLuplNP7QNvI30TC4CM%3D)
6. Click the **OAuth – Resource owner password credential grant**.

![](https://cdn.document360.io/04e48772-4346-44a4-aa69-043eca42257c/Images/Documentation/servicenow-tickets-image-4r3jjjo4.png?sv=2026-02-06&spr=https&st=2026-10-30T12%3A22%3A31Z&se=2026-10-30T13%3A22%3A31Z&sr=c&sp=r&sig=THVUutkS34o7fxaTz4Dz0%2FcIOLuplNP7QNvI30TC4CM%3D)
7. 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

Copy the **Client ID** for later use.
8. Click on the **Submit** button.

![](https://cdn.document360.io/04e48772-4346-44a4-aa69-043eca42257c/Images/Documentation/servicenow-tickets-image-hhx6l9gq.png?sv=2026-02-06&spr=https&st=2026-10-30T12%3A22%3A31Z&se=2026-10-30T13%3A22%3A31Z&sr=c&sp=r&sig=THVUutkS34o7fxaTz4Dz0%2FcIOLuplNP7QNvI30TC4CM%3D)
9. Click **Skip for now** in the dialogue box.

![](https://cdn.document360.io/04e48772-4346-44a4-aa69-043eca42257c/Images/Documentation/servicenow-tickets-image-84pjpeh2.png?sv=2026-02-06&spr=https&st=2026-10-30T12%3A22%3A31Z&se=2026-10-30T13%3A22%3A31Z&sr=c&sp=r&sig=THVUutkS34o7fxaTz4Dz0%2FcIOLuplNP7QNvI30TC4CM%3D)
10. Select the Application created in the previous step from the Application Registries table. ![](https://cdn.document360.io/04e48772-4346-44a4-aa69-043eca42257c/Images/Documentation/servicenow-tickets-image-din1zk7j.png?sv=2026-02-06&spr=https&st=2026-10-30T12%3A22%3A31Z&se=2026-10-30T13%3A22%3A31Z&sr=c&sp=r&sig=THVUutkS34o7fxaTz4Dz0%2FcIOLuplNP7QNvI30TC4CM%3D)
11. Click on **Lock** icon and save the **Client Secret** for later use. Also make sure the **Scope Restriction** is set to **Broadly scoped**.

![](https://cdn.document360.io/04e48772-4346-44a4-aa69-043eca42257c/Images/Documentation/servicenow-tickets-image-9ixtn64k.png?sv=2026-02-06&spr=https&st=2026-10-30T12%3A22%3A31Z&se=2026-10-30T13%3A22%3A31Z&sr=c&sp=r&sig=THVUutkS34o7fxaTz4Dz0%2FcIOLuplNP7QNvI30TC4CM%3D)

| Name | Unique Name that identifies the application |
| --- | --- |
| Client ID | This will be auto generated by the instance: To be provided to DataBee. |
| Client Secret | This will be auto generated by the instance Or Can Entered: To be provided to 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**,
  1. In the search bar, enter **User Administration**.
  2. Navigate to **User Administration** > **Users**. ![](https://cdn.document360.io/04e48772-4346-44a4-aa69-043eca42257c/Images/Documentation/servicenow-tickets-image-l0en08xb.png?sv=2026-02-06&spr=https&st=2026-10-30T12%3A22%3A31Z&se=2026-10-30T13%3A22%3A31Z&sr=c&sp=r&sig=THVUutkS34o7fxaTz4Dz0%2FcIOLuplNP7QNvI30TC4CM%3D)
2. Click on the **New** button. The **Create User** form window will appear. ![](https://cdn.document360.io/04e48772-4346-44a4-aa69-043eca42257c/Images/Documentation/servicenow-tickets-image-pfsmjx9j.png?sv=2026-02-06&spr=https&st=2026-10-30T12%3A22%3A31Z&se=2026-10-30T13%3A22%3A31Z&sr=c&sp=r&sig=THVUutkS34o7fxaTz4Dz0%2FcIOLuplNP7QNvI30TC4CM%3D)
3. Fill in the required fields to create a user:

The user must be active and not locked out to allow the instance to generate an access token for OAuth.

Copy the **User ID** for later use.
  - **User ID**: Enter a unique username.
  - **First Name**: Enter the user's first name.
  - **Last Name**: Enter the user's last name.
  - **Time Zone**: Set to **GMT/UTC** to ensure the API response includes GMT/UTC dates.
  - **Date Format**: Set to **System (yyyy-MM-dd)**.
  - **Active**: Ensure the checkbox is selected.
  - **Locked Out**: Ensure that the checkbox is **not** selected.
4. Click the **Submit** button.

![](https://cdn.document360.io/04e48772-4346-44a4-aa69-043eca42257c/Images/Documentation/servicenow-tickets-image-rzkjg8z1.png?sv=2026-02-06&spr=https&st=2026-10-30T12%3A22%3A31Z&se=2026-10-30T13%3A22%3A31Z&sr=c&sp=r&sig=THVUutkS34o7fxaTz4Dz0%2FcIOLuplNP7QNvI30TC4CM%3D)
5. Search 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-tickets-image-u66mkyim.png?sv=2026-02-06&spr=https&st=2026-10-30T12%3A22%3A31Z&se=2026-10-30T13%3A22%3A31Z&sr=c&sp=r&sig=THVUutkS34o7fxaTz4Dz0%2FcIOLuplNP7QNvI30TC4CM%3D)
6. Click on the **Set Password** button. ![](https://cdn.document360.io/04e48772-4346-44a4-aa69-043eca42257c/Images/Documentation/servicenow-tickets-image-8pevy741.png?sv=2026-02-06&spr=https&st=2026-10-30T12%3A22%3A31Z&se=2026-10-30T13%3A22%3A31Z&sr=c&sp=r&sig=THVUutkS34o7fxaTz4Dz0%2FcIOLuplNP7QNvI30TC4CM%3D)
7. Click on the **Generate** button and copy the password for later use.
  1. Click on the **Save Password** button.
  2. Click on the **Close** button. ![](https://cdn.document360.io/04e48772-4346-44a4-aa69-043eca42257c/Images/Documentation/servicenow-tickets-image-zvoe6e7g.png?sv=2026-02-06&spr=https&st=2026-10-30T12%3A22%3A31Z&se=2026-10-30T13%3A22%3A31Z&sr=c&sp=r&sig=THVUutkS34o7fxaTz4Dz0%2FcIOLuplNP7QNvI30TC4CM%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-tickets-image-pcfb7ay1.png?sv=2026-02-06&spr=https&st=2026-10-30T12%3A22%3A31Z&se=2026-10-30T13%3A22%3A31Z&sr=c&sp=r&sig=THVUutkS34o7fxaTz4Dz0%2FcIOLuplNP7QNvI30TC4CM%3D)
2. In the search bar:

> [!NOTE]
> **Note:**
> 
> If you don’t select the **sn_si.read** role while adding a role, the following SLA fields will be missing in the API response.

| **Event Type** | **Missing Fields** |
| --- | --- |
| Incidents | Sla.name, sla.type, sla.target, sla.sys_id |
  1. Enter **"ITIL", "sn_si.read"** and click **Add**.
3. Click the **Save** button.

![](https://cdn.document360.io/04e48772-4346-44a4-aa69-043eca42257c/Images/Documentation/servicenow-tickets-image-o83pjofg.png?sv=2026-02-06&spr=https&st=2026-10-30T12%3A22%3A31Z&se=2026-10-30T13%3A22%3A31Z&sr=c&sp=r&sig=THVUutkS34o7fxaTz4Dz0%2FcIOLuplNP7QNvI30TC4CM%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-tickets-image-1fg2yrvb.png?sv=2026-02-06&spr=https&st=2026-10-30T12%3A22%3A31Z&se=2026-10-30T13%3A22%3A31Z&sr=c&sp=r&sig=THVUutkS34o7fxaTz4Dz0%2FcIOLuplNP7QNvI30TC4CM%3D)
2. Search for **ServiceNow Tickets** and click it as shown below.

![](https://cdn.document360.io/04e48772-4346-44a4-aa69-043eca42257c/Images/Documentation/servicenow-tickets-image-6akl1k1l.png?sv=2026-02-06&spr=https&st=2026-10-30T12%3A22%3A31Z&se=2026-10-30T13%3A22%3A31Z&sr=c&sp=r&sig=THVUutkS34o7fxaTz4Dz0%2FcIOLuplNP7QNvI30TC4CM%3D)
3. Click on the **API Ingest** option for collection method.

![](https://cdn.document360.io/04e48772-4346-44a4-aa69-043eca42257c/Images/Documentation/servicenow-tickets-image-k21p2uk8.png?sv=2026-02-06&spr=https&st=2026-10-30T12%3A22%3A31Z&se=2026-10-30T13%3A22%3A31Z&sr=c&sp=r&sig=THVUutkS34o7fxaTz4Dz0%2FcIOLuplNP7QNvI30TC4CM%3D)
4. Enter feed contact information and click **Next**. ![](https://cdn.document360.io/04e48772-4346-44a4-aa69-043eca42257c/Images/Documentation/servicenow-tickets-image-a0mawglq.png?sv=2026-02-06&spr=https&st=2026-10-30T12%3A22%3A31Z&se=2026-10-30T13%3A22%3A31Z&sr=c&sp=r&sig=THVUutkS34o7fxaTz4Dz0%2FcIOLuplNP7QNvI30TC4CM%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.
  - **Password**: Paste the 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-tickets-image-hn11gq9z.png?sv=2026-02-06&spr=https&st=2026-10-30T12%3A22%3A31Z&se=2026-10-30T13%3A22%3A31Z&sr=c&sp=r&sig=THVUutkS34o7fxaTz4Dz0%2FcIOLuplNP7QNvI30TC4CM%3D)
6. Click **Test Connection** to confirm there is connectivity to ServiceNow and then click **Submit**.

## 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.

# 

##