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Connecting ServiceNow to WayFinder to include incident management data

In order to get Time To Restore and Change Failure Rate metrics, you need to add an Incident Management data source for your product in WayFinder. Connecting your ServiceNow incidents can provide this data. There are four items you will need:

• ServiceNow instance ID
• ServiceNow OAuth application Client ID & Client Secret
• ServiceNow user name and password
• Incident management assignment groups

Least Privilege and Least Data

We aim to ingest only the minimum data possible to provide you with metrics. For ServiceNow you remain in control of this by authorising WayFinder using OAuth with a service user with read-only access to two tables in ServiceNow:

• incident
• sys_user_group

Your ServiceNow instance ID can be found from the URL you use to access ServiceNow. For example if you log-in to ServiceNow at the following URL https://abc1234.service-now.com then your instance ID is abc1234.

To Enable OAuth with inbound REST your need to register a new client application. A ServiceNow user with security_admin privilege is required to do this.

• Under System OAuth > Application Registry, click New then Create an OAuth API endpoint for external clients
• Enter a name such as WayFinderIncidentsDataConnector
• Click Edit Redirect URL and add https://app.wayfinder.ninja/org/configuration
• Click Edit Logo URL and add https://app.wayfinder.ninja/img/wayfinder_logo_1200x630.png
• Click Submit

In the Application Registries list, click on the new application you have just created and get the following:

• Client ID
• Client Secret

Best practice is to create a new service user that has the least privilege access. To Create a user you will need user_admin privilege.

• Under User Administration > Users, click New
• Enter a User ID such as WayfinderDataConnectorServiceUser
• Click Submit
• In the list of users find and select the new user you have just created.
• Select the Roles tab and then click on Edit
• Add the following roles to the Roles List then click Save
  • incident_manager
  • snc_read_only
• Click Set Password then click Generate
• Copy and store the password before clicking Save Password, you will not be able to get it again once this pop up is closed.
• Click Save Password then click Close
• Finally click Update

If you have a ServiceNow administrator who has experience with creating ServiceNow ACLs you can further lock this user down so that it only has read-only access to the tables listed above.

In order to associate only the relevant incidents with your product in WayFinder you need to register the ServiceNow assignment groups that are used to handle the incidents. Follow the prompts when connecting the ServiceNow incident data source to complete this.