Guardz

Installation user must be an administrator

ServiceNow Instance must use Cases to manage tickets 

- Note: Incidents can be supported upon request

1. Installation user must be an administrator
2. ServiceNow Instance must use Cases to manage tickets 
   - Note: Incidents can be supported upon request

If Cases are not currently accessible, they can be activated via the Customer Service plugin (com.sn_customerservice).  

Navigate to All &gt; System Applications &gt; All Available Applications &gt; All.

Find the plugin by searching for “com.sn_customerservice”

Select Install to start the installation process.

1. Navigate to All &gt; System Applications &gt; All Available Applications &gt; All.
2. Find the plugin by searching for “com.sn_customerservice”
3. Select Install to start the installation process.

If you cannot find a plugin, you might have to request it from ServiceNow personnel.

More details about the installation steps can be found in the <a href="https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-service-management/task/t_ActivateCustomerService.html" rel="nofollow noopener noreferrer" target="_blank">ServiceNow docs</a>

- If you cannot find a plugin, you might have to request it from ServiceNow personnel.
- More details about the installation steps can be found in the <a href="https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-service-management/task/t_ActivateCustomerService.html" rel="nofollow noopener noreferrer" target="_blank">ServiceNow docs</a>

Create an “integration” user that will be used by Guardz to create the tickets.

In ServiceNow PSA, go to All &gt; User Administration &gt; Users

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.  

1. Copy the User ID and save it in a safe place (will be required for a later step).
2. Click "Submit"
    

Click on the user you just created and click "Set Password"  

1. Copy the value and save it in a safe place (will be required for a later step)  
2. Click on "Save password" and then "Close"

IMPORTANT: Uncheck the “Password needs reset” checkbox and click “Update”.

Click on the user again and grant user the required role.  

1. Under Roles click on "Edit"  
   
    
2. Add "csm_ws_integration" and “itil” roles and click "Save"
   
    
3. The user has been successfully created and you can exit this page

1. In ServiceNow PSA, go to All &gt; User Administration &gt; 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.  
   1. Copy the User ID and save it in a safe place (will be required for a later step).
   2. Click "Submit"
       
   
    
4. Click on the user you just created and click "Set Password"  
   
    
5. Click "Generate"  
   1. Copy the value and save it in a safe place (will be required for a later step)  
   2. Click on "Save password" and then "Close"
   
    
6. IMPORTANT: Uncheck the “Password needs reset” checkbox and click “Update”.
   
    
7. Click on the user again and grant user the required role.  
   1. Under Roles click on "Edit"  
      
       
   2. Add "csm_ws_integration" and “itil” roles and click "Save"
      
       
   3. The user has been successfully created and you can exit this page

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.

Copy the “instance name” from the 6th row of the text statistics provided.  

1. Save it in a safe place (will be required for a later step)   

1. In ServiceNow, go to All &gt; Stats
   
    
2. Copy the “instance name” from the 6th row of the text statistics provided.  
   1. Save it in a safe place (will be required for a later step)   

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.

In the Guardz platform, click on your user icon at the bottom-left and select PSA Integrations

Select ServiceNow from the integrations gallery.

Enter the User ID and password of the user previously created along with the instance name of the ServiceNow instance being connected.

Follow the other steps in the Guardz wizard to create and save the integration.

- 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).

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.
   - 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).

Prerequisites

Install Customer Service plugin

Create API User

Get instance name

Create the Integration in Guardz