# 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

<table><thead><tr><th width="265.50390625">Use case</th><th width="441.98046875">Description</th></tr></thead><tbody><tr><td>Incident tracking</td><td>Monitor security incidents and ensure timely resolution</td></tr><tr><td>Audit evidence collection</td><td>Use tickets and incident logs as audit evidence</td></tr><tr><td>Task accountability</td><td>Ensure tasks are assigned and tracked</td></tr><tr><td>Change management validation</td><td>Validate that change processes are followed</td></tr><tr><td>Continuous monitoring</td><td>Track ticket lifecycle and closure status</td></tr></tbody></table>

***

### 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**.

<figure><img src="/files/RJzHySck0SXBLMEbFEJu" alt="" width="563"><figcaption></figcaption></figure>

5. Click **Enroll in Beta**.

<figure><img src="/files/JScHJNIKV4xhIFkdn4QF" alt="" width="375"><figcaption></figcaption></figure>

Once approved, the **Connect** option will become available.

***

#### Step 2: Initiate connection

1. Click **Connect** next to ServiceNow.

<figure><img src="/files/ncdknigZ733WujvDHFdz" alt="" width="563"><figcaption></figcaption></figure>

2. Review the **Permissions and Data** details.
3. Click **Next**.

<figure><img src="/files/fGDntGumKw02aqViun9P" alt="" width="375"><figcaption></figcaption></figure>

***

#### Step 3: Confirm setup requirements

1. Ensure you have administrator privileges.
2. Select **I have the admin access**.
3. Click **Connect to ServiceNow**.

<figure><img src="/files/FPPIAtKsJEmW9OIFz4Ro" alt="" width="375"><figcaption></figcaption></figure>

***

#### Step 4: Authorise access

1. Review the permissions requested.
2. Click **Next** to proceed.

<figure><img src="/files/dKfGucEMawCGczW29oJs" alt="" width="329"><figcaption></figcaption></figure>

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**.

<figure><img src="/files/YQb8IlkFJQjIJeunm1kF" alt="" width="330"><figcaption></figcaption></figure>

***

#### 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**.

<figure><img src="/files/MlYiWww2Ns4cZsrypoJ4" alt="" width="327"><figcaption></figcaption></figure>

***

#### 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.


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