Create API User
Create an “integration” user that will be used by Guardz to create the tickets.
1) In ServiceNow PSA, go to All > Users
2) Click "New"
3) Enter a User ID. This can be a person's name or simply “guardz_integration” for future reference. Optionally, you can fill in email, first name, last name and other details but they should not be required.
Copy the User ID and save it in a safe place (will be required for a later step).
Click "Submit"
4) Click "Set Password"
5) Click "Generate"
Copy the value and save it in a safe place (will be required for a later step)
Click on "Save password"
6) Grant user the required role.
Under Roles click on "Edit"
Add "itil" role and click "Save"
Get Instance Name
The instance name is the unique identifier for your ServiceNow instance and is used to differentiate between multiple instances of ServiceNow that may exist. The instance name might be the subdomain used in the URL of your ServiceNow portal. If you are unsure, the following steps will help you retrieve the exact instance name.
1) In ServiceNow, go to All > Stats
2) Copy the “instance name” from the 6th row of the text statistics provided.
Save it in a safe place (will be required for a later step)
Create the Integration in Guardz
Once we have the API user created in ServiceNow, we are ready to create the integration in Guardz. You should have a User ID, Password and Instance Name available to complete these steps.
1) In the Guardz platform, click on your user icon at the bottom-left and select "PSA Integrations"
2) Select "ServiceNow" from the integrations gallery.
3) Enter the User ID and password of the user previously created along with the instance name of the ServiceNow instance being connected.
4) Follow the other steps in the Guardz wizard to create and save the integration.
NOTE: Once it's done and active, it may take up to 15 minutes to start seeing initial issues from Guardz as incidents in ServiceNow (according to how you configured the integration).