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For the complete documentation index, see llms.txt. This page is also available as Markdown.

ServiceNow Tickets connector

The ServiceNow Tickets connector provides a secure and configurable integration with incident and request type tickets logged in ServiceNow. Request type tickets are items created from the ServiceNow service/request catalog — for example, permission or hardware requests, depending on how the catalog is configured. The connector ingests historical incident and request data, streams new and updated tickets, and enriches analytics and insights. It includes out-of-the-box mappings to accelerate setup and ensure consistent data integration.

The ServiceNow Tickets connector enables Spark to continuously learn from escalated tickets. Refer to Managing Spark settings and data inputs documentation.

Configuring the Connector credentials

To allow Nexthink to retrieve ticket information from your ServiceNow instance, set up a dedicated integration account in ServiceNow with the right level of access. The connector reads incident and request data through the ServiceNow Table API.

Follow the steps below to configure the ServiceNow credentials used to fetch tickets:

  1. Create a dedicated active ServiceNow user account for the Nexthink integration in the ServiceNow Admin Console. Enable the account for API authentication.

  2. Assign a read-only role to the Nexthink integration user in ServiceNow Roles administration. Use an existing role or create a dedicated one, such as x_nexthink_ticket_reader.

  3. Configure table-level read Access Control Lists (ACLs) for the incident and request tables. This lets the read-only role reach those tables through the Table API.

  4. Configure field-level read ACLs for the ticket fields the connector requires.

  5. Do not assign administrative or write-access roles to the Nexthink integration user.

Scope the read-only role to only the tickets you want to expose to Nexthink, including any that may contain sensitive information.

Refer to the Third-party credentials documentation for more information about connector credentials.

Configuring the ServiceNow Tickets 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 Tickets.

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. The credentials must belong to a dedicated integration user whose assignments and ServiceNow permissions define which tickets Nexthink can retrieve. You are responsible for limiting that scope to the tickets you want to expose to Nexthink, including tickets that may contain sensitive information. Refer to the Third-party credentials documentation for more information.

Parameters tab

  • Record types: Define which ticket types to collect from ServiceNow. Both Incidents and Requests are selected by default — at least one must be selected.

  • Query (optional): Filters which ServiceNow incidents and requests are ingested into Nexthink. Enter a sysparm_query string to specify the filter conditions — for example, by state, category, or assignment group.

  • 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.

Nexthink sanitizes all ticket content before ingestion, including removing PII. Ticket text is summarized — the original wording is not stored or accessible in Nexthink. If a ticket contains sensitive content, its summary is left empty. Ingested ticket data is available in the tickets NQL table. Refer to NQL data model for more information.

When configuring the ServiceNow connector for the Efficiency dashboard of the Applications module, note that only service requests are counted — not incidents. If only incidents are selected in the connector parameters, no data will appear.

Test results panel

The Test results panel is available only for supported connectors. Connector availability also depends on your license.

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.

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