# ServiceNow Integration The ServiceNow integration allows you to connect your ServiceNow instance with Sprinto to automate compliance workflows across ticketing, incident management, and task synchronisation. Sprinto integrates with ServiceNow via **MergeDev**, a third-party API aggregator. This means Sprinto does not directly connect to ServiceNow APIs but securely accesses data through MergeDev. This integration enables: * Automatic syncing of tickets and incidents * Real-time tracking of security incidents * Bi-directional task updates for compliance workflows *** ### How it works Sprinto uses MergeDev to establish a secure connection with your ServiceNow account and sync relevant data. * Sprinto redirects you to MergeDev’s hosted authentication flow * You authorise access using your ServiceNow admin credentials * MergeDev manages authentication and API communication * Sprinto retrieves and syncs ticket, incident, and user data for compliance checks Once connected, Sprinto continuously syncs data to automate evidence collection and monitoring. *** ### Features * **Ticket synchronisation**\ Automatically sync tickets between ServiceNow and Sprinto. * **Incident management tracking**\ Monitor and map ServiceNow incidents to Sprinto compliance workflows. * **Bi-directional task sync**\ Keep task updates aligned between both platforms. * **Automated evidence collection**\ Use tickets and incidents as compliance evidence. * **Ticket key mapping**\ Map ServiceNow ticket numbers (for example, INC0012345) to Sprinto records. * **Passthrough API support**\ Perform operations such as ticket deletion using ServiceNow-native APIs via MergeDev. *** ### Use cases
Use caseDescription
Incident trackingMonitor security incidents and ensure timely resolution
Audit evidence collectionUse tickets and incident logs as audit evidence
Task accountabilityEnsure tasks are assigned and tracked
Change management validationValidate that change processes are followed
Continuous monitoringTrack ticket lifecycle and closure status
*** ### Permissions and data access Sprinto only accesses data required for compliance automation and monitoring. #### Read access Sprinto reads: * **Tickets** * Assignees, creator, description, due date, priority, status * Parent ticket, timestamps, ticket type, URL * **Comments** * Body, privacy, timestamps, associated ticket, user * **Attachments** * File name, content type, file URL, timestamps * **Users** * Name, email address, active status *** #### Write access Sprinto can create or update: * Tickets * Comments * Attachments This enables syncing updates and maintaining compliance records. *** ### Data collected #### Incident data * Incident ID and key (for example, INC0012345) * Title and description * Priority and status * Created and updated timestamps * Assignee and reporter #### Ticket data * Ticket ID and type * Status and priority * Related collections or references *** ### Monitors and compliance The integration enables the following automated checks: * **Ticket sync monitoring**\ Ensures new tickets are synced into Sprinto. * **Assignment tracking**\ Ensures tickets are assigned to responsible users. * **Incident closure tracking**\ Tracks whether incidents are resolved on time. *** ### Prerequisites Before setting up the integration, ensure: * You have **admin access** to your ServiceNow account. * You know your **ServiceNow instance subdomain** (for example, `company.service-now.com`) * Required ServiceNow permissions are enabled: * Admin access * REST API access * Read access to incidents and users * Read/write access to tasks *** ### Setup ServiceNow integration #### Step 1: Enrol in beta 1. Log in to Sprinto. 2. Go to **Settings → Integrations**. 3. Search for **ServiceNow**. 4. Click **Know more**.
5. Click **Enroll in Beta**.
Once approved, the **Connect** option will become available. *** #### Step 2: Initiate connection 1. Click **Connect** next to ServiceNow.
2. Review the **Permissions and Data** details. 3. Click **Next**.
*** #### Step 3: Confirm setup requirements 1. Ensure you have administrator privileges. 2. Select **I have the admin access**. 3. Click **Connect to ServiceNow**.
*** #### Step 4: Authorise access 1. Review the permissions requested. 2. Click **Next** to proceed.
Sprinto will request access to: * Tickets * Comments * Attachments * Users *** #### Step 5: Enter ServiceNow subdomain 1. Enter your ServiceNow subdomain (for example, `company`). 2. Click **Next**.
*** #### Step 6: Enter credentials 1. Enter your ServiceNow **username and password**. 2. Ensure your account has the required roles: * `admin` * `web_service_admin` * `rest_admin` 3. To enable the required roles for your ServiceNow account, refer to the [Merge documentation](https://help.merge.dev/articles/8590199-servicenow-how-do-i-link-my-account?lang=en), or consult the [ServiceNow documentation](https://www.servicenow.com/docs/) for additional guidance. 4. Click **Next**.
*** #### Step 7: Complete setup After successful authentication: * Sprinto establishes the connection * Ticket and incident sync begins automatically *** ### Post-connection flow Once the integration is set up: * Sprinto automatically syncs tickets and incidents * Ticket data is mapped to compliance controls * Incident lifecycle is tracked continuously * Tasks and updates remain synchronised across systems This ensures ongoing compliance without manual intervention. *** ### Troubleshooting **Connection issues** * Ensure the ServiceNow subdomain is correct * Verify admin access to your ServiceNow account **Permission errors (403)** * Confirm required roles are assigned **Authentication errors (401)** * Reconnect the integration **Instance not found (404)** * Check the ServiceNow instance URL **Rate limits (429)** * Retry after some time *** ### Support Please contact [Sprinto Support](mailto:www.support@sprinto.com) If you have any queries related to the integration or need any assistance.