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ServiceNow permissions

Roles and permissions

  • Only administrators can configure the ServiceNow integration for their organization

Administrator permissions for configuring the ServiceNow integration

In ServiceNow, you must create at least one administrator account that is used to configure the Hyperproof integration. It should have the following roles:

  • admin

  • snc_read_only

These roles are used to query the sys_ui_* tables so fields are rendered when creating a new task in Hyperproof. No other ServiceNow preset roles or ACLs allow the same access. The snc_read_only role restricts the user to only read access on everything it can see.

User permissions for linking Hyperproof tasks to ServiceNow tasks

In ServiceNow, create a user or service account for each user who will link Hyperproof tasks to ServiceNow tasks. These users must have the ITIL role OR the three following roles assigned:

  • sn_incident_write

  • sn_problem_write

  • sn_request_write

These roles are used to read and write data to the linked ServiceNow object and keep it in sync with the coordinating Hyperproof task. Additionally, the ServiceNow user account should have read permission on the sys_audit table. It's recommended to create a custom role and add it to the existing sys_audit read ACL. Hyperproof uses this while syncing to replay all ServiceNow task activity on the Hyperproof task (comments, field changes, etc).

Note

See the official ServiceNow documentation for more information on base system roles.

Add these users to assignment groups in ServiceNow. Membership in assignment groups determines which ServiceNow tasks and task types the user can create. Users in Hyperproof are matched with users in ServiceNow based on their email address. To ensure that tasks are assigned to the correct person in ServiceNow they must have the same email address in both systems.

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