> 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/servicenow-tickets-connector.md).
# 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.
Use this connector to bring ServiceNow ticket data into Nexthink, where you can query and report on it with NQL.
{% hint style="info" %}
This connector does not ground Spark or Workspace in past tickets. Both currently learn from the [ServiceNow Incidents connector](/platform/configuring_nexthink/bringing-data-into-your-nexthink-instance/integrating-nexthink-with-third-party-tools/inbound-connectors/connector-for-servicenow-incidents.md) instead. Configure that connector as well if you use Spark or Workspace.
The ServiceNow Tickets connector takes over this role when the ServiceNow Incidents connector is deprecated in a future release.
{% endhint %}
## 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.
{% hint style="warning" %}
Scope the read-only role to only the tickets you want to expose to Nexthink, including any that may contain sensitive information.
{% endhint %}
Refer to the [connector 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 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 [connector 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
* **Record types**: Define which ticket types to collect from ServiceNow. Both **Incidents** and **Requests** are selected by default — at least one must be selected.
* **Filter queries (optional)**: Filter which ServiceNow incidents and requests are ingested into Nexthink. Use ServiceNow query syntax.
* **All tickets filter**: Enter a filter to apply to both incidents and requests. For example `assignment_group=L1ServiceDesk`.
* **Incidents only filter**: Enter a filter to apply to incidents only. For example `assignment_group=L1ServiceDesk`.
* **Requests only filter**: Enter a filter to apply to requests only. For example `stage=request_approved`.
{% hint style="info" %}
When you add a filter to **Incidents only filter** or **Requests only filter**, the connector ingests all matching records. However, in the platform logs, the execution is marked as **PARTIAL** because the connector skips records that don't match the child-table filter. As a result, the number of processed rows is lower than the number of ingested rows. For example, if the connector receives 64 rows but only 62 match the filter criteria, the logs show 62 processed rows and 64 received rows.
{% endhint %}
* **Start date**: Select the date from which the connector begins syncing ticket data.
* **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](/platform/understanding-key-data-platform-concepts/nql-data-model.md) for more information.
{% hint style="info" %}
When configuring the ServiceNow connector for the [Efficiency](https://docs.nexthink.com/platform/user-guide/applications/monitoring-applications/monitoring-web-applications/ahead/efficiency) tab 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.
{% endhint %}
## 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.
---
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