By default, the ServiceNow integration to xMatters requires an administrator account to make updates to the Incident records. However, some clients are very concerned about granting such sweeping privileges to an external account. There is a very easy way to get around this.
Follow these simple steps:
- Login to ServiceNow with an admin account
- Grant the xMatters user the “itil” and “soap” roles:
- The xMatters integration uses the “xm_xmatters_incident” table to facilitate updates from the outside world to the incident table. So it is necessary to grant the ability for the ‘itil’ role to create and update records in this table. Navigate to System Security > Access Control and create two records with the following fields populated. Note the ‘itil’ role at the bottom of each. One record is for creating...
- ...and the other is the same, except with an Operation of “write”:
Have additional things to add? I would love to share ideas on this topic. Please post your comments below!