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Connecting ServiceNow lets Traversal pull read-only operational context during investigations.

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What Traversal reads

  • ITSM: incidents, change requests, and assignment groups
  • ITOM / Event Management: alert records
  • CMDB: configuration items, service relationships, business services, and service offerings
  • ACC / Clotho metrics: infrastructure metrics for supported configuration items, such as CPU, memory, and disk
Use this list as the source of truth for what the ServiceNow integration covers. Make sure the credentials you provide can read the parts of ServiceNow you want Traversal to query.

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Before you start

Ask your ServiceNow administrator for:
  • your ServiceNow instance URL, such as https://your-instance.service-now.com
  • your token URL, which is usually https://your-instance.service-now.com/oauth_token.do
  • an integration user with read access to the ServiceNow modules you want Traversal to query
  • if you want ACC metrics, whatever Clotho or ACC permissions your instance requires for metrics access
Some teams use roles such as snc_read_only for general table reads and sn_clotho_user for Clotho metrics access, but ServiceNow roles vary by module, release, and instance customization. Confirm the exact role set with your ServiceNow administrator instead of assuming one universal combination.

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Setup

1

Choose how you want to sign in

Use this option when your administrator gives you a dedicated OAuth application’s Client ID, Client Secret, and token URL.
2

Gather the values Traversal needs

In Traversal, you will enter:
  • Instance URL
  • Token URL
  • either Client ID and Client Secret, or Username and Password
The token URL is usually:
https://<your-instance>.service-now.com/oauth_token.do
3

Configure in Traversal

Go to Company Knowledge > Integrations, select ServiceNow, and enter:
  • Instance URL (e.g., https://your-instance.service-now.com)
  • Auth type — select the option that matches the credentials your administrator provided
  • Token URL
  • For client credentials: Client ID and Client Secret
  • For username and password: Username and Password
If the integration does not work after you save it, confirm that:
  • the credentials have read access to the ITSM, ITOM, CMDB, or ACC modules you expect Traversal to use
  • the token URL is the correct oauth_token.do endpoint for your instance or custom domain
  • the integration user is allowed to use ServiceNow web services

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FAQ

Use OAuth client credentials if your administrator can issue a dedicated OAuth app for Traversal. Use Username and password if your administrator prefers an integration user account. Both methods let Traversal obtain OAuth access tokens automatically, but the operational difference is whether your administrator manages an OAuth app or a user credential.
No. Traversal only makes read-only API calls. No records are created, updated, or deleted.

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More information