> For the complete documentation index, see [llms.txt](https://docs.userlane.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.userlane.com/administration/attributes/connect-an-attribute-source/servicenow.md).

# ServiceNow

How to connect ServiceNow as an attribute source, including the permissions needed, setup steps, and the values to enter in Userlane.

This page walks through connecting ServiceNow so that Userlane can read employee information from it automatically. By the end, ServiceNow appears as a connected attribute source and your user data begins syncing.

{% hint style="warning" %}
**Prerequisites.** You need a ServiceNow administrator to register the application and to set up an account that can read the user table. On the Userlane side, you need an **Admin**, **Portfolio Owner**, or **Deployment Manager** role. Before starting, ask your Userlane contact for the redirect address for ServiceNow.
{% endhint %}

## What Userlane reads from ServiceNow

Userlane matches ServiceNow against its standard set of attributes, the same set it uses for every source. See [Connect an attribute source](/administration/attributes/connect-an-attribute-source.md) for the full list.

Three things follow from that:

* Anything ServiceNow holds that is not in Userlane's set is dropped rather than stored, including any custom fields.
* Anything in Userlane's set that ServiceNow does not hold, or does not fill in, stays empty.
* Attributes are applied to people who already exist in Userlane. Someone in ServiceNow who has never used Userlane is ignored, not created.

The connection is read-only. Userlane never writes to ServiceNow and never changes anything in it.

{% hint style="info" %}
**Coverage varies more here than elsewhere.** ServiceNow often holds records for the whole organization rather than only information technology (IT) staff, which makes it broader than its name suggests. But how completely those records are filled in differs a great deal between instances, so some attributes may arrive well populated and others barely at all. Check a few records in ServiceNow before connecting.
{% endhint %}

## Who you need

**To register the application:** a ServiceNow administrator. Creating an OAuth endpoint in the Application Registry[^1] is an administrator task.

**To authorize the connection:** an account that can read the user table.

ServiceNow is stricter than most systems here. There is no standard role that grants read access to the user table, so this is either an administrator account or a dedicated account with a custom role that has an explicit read rule on the user table, plus the role that permits REST API (application programming interface) access. Setting that up is itself an administrator task.

**Expect administrator involvement.** Unlike [Salesforce](/administration/attributes/connect-an-attribute-source/salesforce.md) or [Jira](/administration/attributes/connect-an-attribute-source/jira.md), ServiceNow has no ready-made permission you can hand to an ordinary account. Raise this early rather than discovering it mid-setup.

{% hint style="info" %}
**A recommendation worth making.** Rather than using a person's account, ask your administrator to create a dedicated account for the integration and turn on its **Web service access only** option[^2]. That keeps the connection working when people change role or leave, and it is the pattern ServiceNow itself recommends for integrations.
{% endhint %}

**How this fails.** If the authorizing account cannot read the full user table, ServiceNow returns only the records it can see. Nothing reports an error, so the connection looks healthy and simply covers fewer people than expected.

## Register the application

{% stepper %}
{% step %}

#### Open the Application Registry

In ServiceNow, go to the **Application Registry**.
{% endstep %}

{% step %}

#### Create a new OAuth endpoint

Create a new OAuth API endpoint for an external client. Give it a name you will recognize later, for example "Userlane attribute sync."
{% endstep %}

{% step %}

#### Add the redirect address

Add the redirect address your Userlane contact gave you.
{% endstep %}

{% step %}

#### Save and copy the credentials

Save, then copy the **Client ID** and **Client Secret**.
{% endstep %}
{% endstepper %}

## Find the values Userlane asks for

| Userlane asks for | Where to find it                                                                                                                                    |
| ----------------- | --------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Client ID**     | **Client ID**, on the **Application Registry** entry                                                                                                |
| **Client secret** | **Client Secret**, on the same entry                                                                                                                |
| **Instance name** | The part of your ServiceNow address before `.service-now.com`. If you sign in at `yourcompany.service-now.com`, your instance name is `yourcompany` |

Treat the client secret like a password. Where possible, have the administrator who registered the application enter the values into Userlane themselves rather than passing the secret between people.

## Connect in Userlane

{% stepper %}
{% step %}

#### Open Attribute sources

In the portal, go to **Attribute sources** under company settings.
{% endstep %}

{% step %}

#### Select ServiceNow and enter the values

Select **ServiceNow**, then enter the client ID, client secret, and instance name.
{% endstep %}

{% step %}

#### Authorize with the right account

Complete the ServiceNow sign-in when prompted, **using the account that can read the user table**.
{% endstep %}
{% endstepper %}

Once connected, ServiceNow appears under connected sources. The first update usually arrives within about fifteen minutes, and Userlane then refreshes overnight once a day. For troubleshooting, see [Connect an attribute source](/administration/attributes/connect-an-attribute-source.md).

## Relevant articles

{% content-ref url="/pages/5RV9H7dUyIbkTHBrF8Av" %}
[Connect an attribute source](/administration/attributes/connect-an-attribute-source.md)
{% endcontent-ref %}

{% content-ref url="/pages/heUmxS6HxlGKqCQSjqbs" %}
[Attribute sources](/administration/attributes/attribute-sources.md)
{% endcontent-ref %}

{% content-ref url="/pages/tWyRuuxK4JQGiel23FTb" %}
[SAP SuccessFactors](/administration/attributes/connect-an-attribute-source/sap-successfactors.md)
{% endcontent-ref %}

{% content-ref url="/pages/Nlq8AtCgmbXQstjU6XiP" %}
[Jira](/administration/attributes/connect-an-attribute-source/jira.md)
{% endcontent-ref %}

## FAQ

<details>

<summary>Do I need a ServiceNow administrator to connect?</summary>

Yes, for two steps: creating the OAuth endpoint and either authorizing the connection directly or setting up a dedicated account with the right permissions. ServiceNow does not offer a ready-made permission for this the way Salesforce or Jira do.

</details>

<details>

<summary>Why is Userlane only seeing some of my ServiceNow users?</summary>

The account that authorized the connection probably cannot read the full user table. ServiceNow returns only the records that account can see, with no error. Ask your administrator to check the account's permissions.

</details>

<details>

<summary>Does Userlane write anything back to ServiceNow?</summary>

No. The connection is read-only. Userlane never creates, updates, or deletes anything in ServiceNow.

</details>

[^1]: The Application Registry is the area in ServiceNow where external applications are registered to request access through OAuth.

[^2]: A web-service-only account can be used by integrations but cannot sign in to the ServiceNow interface.


---

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