---
title: "ServiceNow integration"
description: "Connect Guardian to ServiceNow so actions can create records."
product: "Guardian"
edition: "Classic"
type: "workflow"
url: "https://docs.cloudhouse.com/guardian/classic/control/integrations/servicenow-integration/"
---
# ServiceNow integration

A ServiceNow integration with Guardian allows you to automatically create ServiceNow records after certain events take place. For example, in the event of a failed scan, you can configure this as an **Action** that automatically creates a ServiceNow record every time a scan fails in your Guardian instance. A ServiceNow record is a specific type of catalog item that can display a variety of details for change requests or incident records. Creating ServiceNow records allows you to identify changes, assess risks, and take action on problematic issues.

Applies to: `Guardian Classic`

Integrating your Guardian instance with ServiceNow has the additional benefit of enabling the Automated Change Reconciliation functionality, a streamlined automation process to manage ServiceNow's change requests while providing comprehensive validation checks of changes. For more information, see [ServiceNow Automated Change Reconciliation](https://docs.cloudhouse.com/guardian/classic/what-s-new/3-archive/2024/quarterly-releases/q2/servicenow-automated-change-reconciliation/index.md). This functionality was introduced in the [July 2024 Quarterly Release](https://docs.cloudhouse.com/guardian/classic/what-s-new/3-archive/2024/quarterly-releases/q2/july-feature-2024/index.md).

This topic describes the steps you need to complete to setup a ServiceNow integration with Guardian.

!!! note

    This topic focuses on setting up the ServiceNow integration. If you've already set up the integration and want to configure ServiceNow actions, see [Action: Create a Record in ServiceNow](https://docs.cloudhouse.com/guardian/classic/control/events/actions/servicenow-record/index.md).

## Dependencies

To add a ServiceNow integration, a ServiceNow account is required. This could be an existing user account, but we recommend setting up a brand new user account named 'Guardian' for easier identification.

## Add a ServiceNow integration

Integrating ServiceNow with Guardian establishes a seamless connection to automatically create ServiceNow records after certain events take place.

To add a ServiceNow integration to Guardian, complete the following:

1. In the Guardian web application, navigate to the **Integrations** tab (**Control** > **Integrations**) and click **Add Integration**. The **Add Integration** page is displayed.

    ![Addinteg](https://docs.cloudhouse.com/guardian/classic/assets/images/guardian/control/integrations/addinteg.png)

2. Select **ServiceNow** from the list of available integrations. Here, you are required to complete the following options:

    ![Servicenow integration](https://docs.cloudhouse.com/guardian/classic/assets/images/guardian/control/integrations/servicenow-integration.png)

**Instance URL** field
:   The unique URL of your company’s ServiceNowinstance. For example,`https://yourcompany.service-now.com`.

**Username** field
:   The username of the ServiceNow account to connect to your instance.

**Password** field
:   The password for the corresponding username.

    !!! note

        If you are editing an existing integration and the password hasn't changed, you can leave this field blank.

**Change Request Filter (optional)** field
:   Option to add a ServiceNow query to filter the change records Guardian syncs. By default, the 'approval=approved' query is used to sync all approved changes. However, you can use a different query to filter your ServiceNow change records. For example, 'state=in\_progress' syncs change records that are 'In Progress'.

**Incident Filter (optional)** field
:   Option to add a ServiceNow query to filter the incident records Guardian syncs. By default, the 'priority<=3' query is used to sync all incident records where the priority is less than or equal to '3'. However, you can use a different query to filter yourServiceNow incident records. For example, 'state=closed' syncs incident records that are 'Closed'.

**Node Name Exclusion (optional)** field
:   Option to exclude certain nodes from Guardian. Any nodes listed here will not be detected during scans. The node names entered should be in a comma-separated list with no spaces. For example, 'nodename1,nodename2,nodename3'.

**Scans CIs (nodes) on Work End** checkbox
:   Option to scan any nodes that are impacted by a change request. If selected, the scanned nodes are tagged with the change request ID allowing Guardian to compare impacted nodes to the change request's implementation work and provide policy compliance. For more information, see .

**Enable Verbose Logging (not recommended)** checkbox
:   Option to enable verbose integration logging. If selected, Guardian will collect extra information for troubleshooting purposes.

    !!! note

        This option is only recommended for troubleshooting purposes.

**Validate Change** checkbox
:   Option to only look at the nodes impacted by a change request during the post-implementation stage and check that:  - A policy in Guardian that is named with the corresponding change request ID is passing. - The node in fact changed when it was meant to.

    !!! warning

        Guardian will only validate whether a change request is in compliance with a policy, if the policy name in Guardian matches the change request ID. For more information, see .

**Detect Unauthorized Change** checkbox
:   Option to detect changes that occur on nodes that don't match up with the change request in ServiceNow. If selected, the following options are displayed:  - **Select applicable environments** checkboxes – The list of environments in your Guardian instance. Select the environment(s) you want to detect the change request records in. - Unauthorised Change Request Window field – The number of hours Guardian will check back to look for related change request records. - Unauthorised Change Request Filter (optional) field – Option to add a ServiceNow query to filter the change records synced by Guardian. - Check Change Tasks for Work Start Time checkbox – Option to detect ServiceNow sub-tasks linked to change requests. If selected, Guardian looks at all ServiceNow sub-tasks as well as regular tasks.

!!! note

    Options for detecting nodes using a ServiceNow integration can be found in the **Job Schedule** tab (**Control** > **Job Schedule**). For more information, see [Synchronise Nodes – Job Type](https://docs.cloudhouse.com/guardian/classic/control/job-schedule/job-types/synchronize-nodes-job-type/index.md).

3. Once you have set the correct values for each of the options displayed, click **Done** to create the ServiceNow integration.

If successful, a confirmation message is displayed and the ServiceNow integration is added to the **Integrations**tab of yourGuardianinstance. If unsuccessful, an error message is displayed. Use the information displayed in the error message(s) to troubleshoot the values in your**ServiceNow Integration** options.

## Troubleshooting

If you are experiencing issues with your integration, try the following:

- Verify that the values supplied for the integration are correct.
- To confirm the status of the integration sync, check the integration sync event in the **Events** tab (**Control** > **Events**) of your Guardian instance. For more information, see [Events](https://docs.cloudhouse.com/guardian/classic/control/events/events/index.md).