> ## Documentation Index
> Fetch the complete documentation index at: https://docs.traversal.com/llms.txt
> Use this file to discover all available pages before exploring further.

# ServiceNow

> Connect ServiceNow for ITSM, ITOM / Event Management, CMDB, and ACC context during investigations.

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

## 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

<Info>
  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.
</Info>

## 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.

## Setup

<Steps>
  <Step title="Choose how you want to sign in">
    <Tabs>
      <Tab title="OAuth client credentials">
        Use this option when your administrator gives you a dedicated OAuth application's **Client ID**, **Client Secret**, and token URL.
      </Tab>

      <Tab title="Username and password">
        Use this option when your administrator gives you a ServiceNow **Username**, **Password**, and token URL for the integration user.

        Traversal uses those credentials to obtain access tokens automatically. You do not need to generate and paste a bearer token yourself.
      </Tab>
    </Tabs>
  </Step>

  <Step title="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:

    ```text theme={null}
    https://<your-instance>.service-now.com/oauth_token.do
    ```
  </Step>

  <Step title="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
  </Step>
</Steps>

## FAQ

<AccordionGroup>
  <Accordion title="Which authentication method should I use?">
    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.
  </Accordion>

  <Accordion title="Does Traversal write to any ServiceNow tables?">
    No. Traversal only makes read-only API calls. No records are created, updated, or deleted.
  </Accordion>
</AccordionGroup>

## More information

* [ServiceNow REST API](https://developer.servicenow.com/dev.do#!/reference/api)
* [ServiceNow OAuth setup](https://support.servicenow.com/kb?id=kb_article_view\&sysparm_article=KB2058319)