---
title: Service Now Ticketing Configuration
description: "Instructions below will walk you through ServiceNow ticketing system integration within SecurEnds. Minimum Requirement: Have a user created with **username** and **password** and **'itil' permission**selected. ##### Step 1: Navigate to Configuration Navigate to **Configuration** under Administration on the left-hand side menu. ![](https://www.securends.com/wp-content/uploads/2021/09/2020-12-09_17-10-02-1024x380-2.png)…"
url: "https://www.securends.com/documentation/service-now-ticketing-configuration/"
updated: "2025-02-27"
category: Credential Entitlement Management (CEM) / Ticketing Configuration
---

# Service Now Ticketing Configuration

Instructions below will walk you through ServiceNow ticketing system integration within SecurEnds.

Minimum Requirement: Have a user created with **username** and **password** and **'itil' permission**selected.

##### Step 1: Navigate to Configuration

Navigate to **Configuration** under Administration on the left-hand side menu.

![](https://www.securends.com/wp-content/uploads/2021/09/2020-12-09_17-10-02-1024x380-2.png)

**Configuration** window will appear. Select **Set Up** Ticketing System for Access Reviews.

![](https://www.securends.com/wp-content/uploads/2021/09/2020-12-09_17-19-23-1024x518-2.png)

Select a **ServiceNow** setup option:

- ServiceNow - Incident
- ServiceNow - Request
- ServiceNow - API

![](https://www.securends.com/wp-content/uploads/2021/07/Screen-Shot-2021-07-29-at-4.35.30-PM-1024x309.png)

##### Step 2: Configuration Setup

Depending on the ServiceNow setup option selected, there will be different configuration fields.

**Notice:** Each setup option will require a **service account**. Be sure to include **'itil'** permissions on created service account to allow .CSV reports to be attached to the created ticket.

##### **ServiceNow - Incident**

Input ServiceNow **URL**, **username**, and **password** at a minimum.

All other fields are **optional**. Please notify SecurEnds team which optional fields are not used.

![](https://www.securends.com/wp-content/uploads/2021/07/image-16.png)

##### **ServiceNow - Request**

**All** fields are required.

For **catalog.item.sysId**, you will have to create a **catalog item** (if not done so already) to get the value.

![](https://www.securends.com/wp-content/uploads/2022/05/doc-ticketing-system-access.png)

##### **ServiceNow - Scripted API**

Input ServiceNow fields withan*****at a minimum.

Create an APIs to update the configuration fields.

![](https://www.securends.com/wp-content/uploads/2021/08/image-1.png)