> For the complete documentation index, see [llms.txt](https://docs.nexthink.com/platform/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.nexthink.com/platform/configuring_nexthink/bringing-data-into-your-nexthink-instance/integrating-nexthink-with-third-party-tools/inbound-connectors/connector-for-servicenow-incidents.md).
# ServiceNow Incidents connector
{% hint style="warning" %}
This connector remains supported but will be deprecated in a future release. For ticket data in NQL, use the [ServiceNow Tickets connector](/platform/configuring_nexthink/bringing-data-into-your-nexthink-instance/integrating-nexthink-with-third-party-tools/inbound-connectors/servicenow-tickets-connector.md), which provides enhanced capabilities and ongoing feature development.
Until the deprecation, the ServiceNow Incidents connector is the only connector that grounds Spark and Workspace in past tickets. Keep it configured if you use either one, even when you also run the ServiceNow Tickets connector.
{% endhint %}
The ServiceNow Incidents connector provides a secure and configurable integration with ServiceNow Incident. It ingests historical incident data, streams new and updated tickets, and enriches analytics and insights. The connector includes out-of-the-box mappings to accelerate setup and ensure consistent data integration.
Spark and Workspace draw on the incidents this connector ingests:
* Spark learns continuously from escalated tickets. Refer to [Managing Spark settings and data inputs](/platform/user-guide/spark/setting-up-and-managing-spark/managing-spark-settings.md) documentation.
* Workspace grounds troubleshooting recommendations in historical ticket resolutions. Refer to [Configuring Workspace](/platform/user-guide/search-and-workspace/configuring-workspace.md) documentation.
In **Spark settings**, the **Tickets connector** status and toggle refer to this connector. A ServiceNow Incidents connector instance satisfies them.
## Configuring the Connector credentials
To allow Nexthink to retrieve incidents information from your ServiceNow instance, you need to set up a dedicated integration account in ServiceNow with the right level of access.
The Nexthink Incidents connector accesses ServiceNow incident data through the ServiceNow Table API.
Follow the steps below to configure the ServiceNow credentials used to fetch incidents:
1. Create a dedicated active ServiceNow user account for Nexthink integration in the ServiceNow Admin Console and enable it for API authentication.
2. Assign an existing read-only role or create a dedicated read-only role (for example, `x_nexthink_ticket_reader`) for the Nexthink integration user in ServiceNow Roles administration.
3. Configure ServiceNow table-level read Access Control Lists (ACLs) to allow the Nexthink read-only role to access the required incident tables through the Table API.
4. Configure ServiceNow field-level read ACLs to allow the Nexthink read-only role to access closed notes and resolution notes fields required by the connector.
5. Do not assign administrative or write-access roles to the Nexthink integration user.
Refer to the [Third-party credentials](/platform/configuring_nexthink/bringing-data-into-your-nexthink-instance/integrating-nexthink-with-third-party-tools/outbound-connectors/connector-credentials.md) documentation for more information about connector credentials.
## Configuring the ServiceNow Incidents connector
From the Nexthink web interface:
1. Go to **Administration** > **Inbound connectors**.
2. Click the **New connector** button in the top-right corner of the page.
3. Select **ServiceNow Incidents**.
### General tab
* **Name**: A meaningful name for the connector. This name appears on the administration page.
* **NQL ID**: A unique identifier for the connector used when referencing the ServiceNow connector in NQL queries. You can initially modify the suggested NQL ID, but once you save the connector, you can no longer change it.
* **Description**: A short description of the purpose and behavior of the connector.
* **Schedule**:
* **Recurrence**: Set the execution time and recurrence. Executions start at the scheduled time and distribute over the hour.
* **Connection:**
* **Credentials**: Select preconfigured credentials from the Connector credentials page. The connector supports OAuth 2.0 and Basic Auth authentication methods. Refer to the [Third-party credentials](/platform/configuring_nexthink/bringing-data-into-your-nexthink-instance/integrating-nexthink-with-third-party-tools/outbound-connectors/connector-credentials.md) documentation for more information.
### Parameters tab
* **Query (optional)**: Query to filter ServiceNow incidents.
* **Start date**: Select the date from which data will be synced by the connector.
* **Custom header**: Use a custom header to include additional credential information in OAuth 2.0 authentication methods, such as **Client Credentials** and **Authorization Code**. This is useful when additional authorization methods are needed beyond the default OAuth 2.0 authorization mechanism. Select **Add custom header** to include additional information in either **OAuth 2.0 - Client credentials** or **OAuth 2.0 - Authorization code** authorizations.
## Test results panel
{% hint style="info" %}
The **Test results** panel is available only for supported connectors. Connector availability also depends on your license.
{% endhint %}
Use the **Test results** panel on the right side to run the connector with real data on demand, and inspect responses and errors. The test panel helps with faster debugging and validation during setup, and also with more reliable mappings with less trial and error.
Select the **Run test** button to call the API, validate the credentials, and check connectivity to the targeted endpoint.
Besides basic information, such as the response status code and time, the panel also shows a sample record of the response at the bottom.
In the event of an error, the system displays the API response to aid in diagnosing the issue.
---
# Agent Instructions
This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com.
## Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation by asking a question.
Perform an HTTP GET request on the following URL with the `ask` and `goal` query parameters:
```
GET https://docs.nexthink.com/platform/configuring_nexthink/bringing-data-into-your-nexthink-instance/integrating-nexthink-with-third-party-tools/inbound-connectors/connector-for-servicenow-incidents.md?ask=&goal=
```
`ask` is the immediate question: it should be specific, self-contained, and written in natural language.
`goal` is what the user is ultimately trying to achieve, the reason they need the answer. Sharing it helps GitBook give you a better, more relevant answer. A goal is most helpful when it describes the outcome the user wants rather than restating the question. For example, with `ask=how do I create an API token`, a goal like `automate deployments from our CI pipeline` lets GitBook tailor the answer to that use case.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.
Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.
