Part 1: Set up the Integration and Enable in

NinjaOne
Overview:
ServiceNow uses the ITSM (information technology service management) and SPM (service
project management) technology platforms to enhance how work is done and has the ability to
accelerate security operations utilizing their own security solution that provides device alerts
and automation.

NinjaOne's integration with ServiceNow allows MSPs and Corporate IT Admins to understand
and manage their assets deployed in a single plane of glass where admins and technicians can
see the health of their devices.

Integration works with the customer's existing ServiceNow account and should automatically
attempt to map devices using a device's serial number (primary identifier), device name
(secondary identifier), and/or Mac address. Devices can be mapped or created in NinjaOne and
data will flow seamlessly between ServiceNow and the NinjaOne agent.

Integration Scope
See below for an outline of ServiceNow capabilities offered through NinjaOne. Future releases
will add to these features.

Authentication.
Tickets/incidents.

Policy configuration for conditions.

Uses ticket templates imported from the ServiceNow portal.

Condition re-triggers can be appended to tickets.

Condition resets can be used to update tickets.

Associate device to ticket.

Ticket templates.
 Import ticket templates from the ServiceNow portal.
Set default template.
Display template usage.
Delete unused templates.
Device mapping.

Map device roles for a single or multiple devices.

Sync for new devices and updates through ServiceNow.
Use ServiceNow's built in fields.

Organization mapping.

Sync devices on demand.

Display Sync status.

Prerequisites:
To enable the ServiceNow application in NinjaOne, you must have a working ServiceNow
account and a user with an administrator role. To learn more about ServiceNow base system
roles, please see their documentation here (you may need to be logged in to view the page).
You will use your ServiceNow account credentials to sync with NinjaOne.

Create API User in ServiceNow

1. Go to ServiceNow and log in as an administrator.
2. In the top navigation menu, open the All dropdown and open the Users dashboard under
Organization.
3. Click New to create a new user.

4. Use the table below to complete the applicable fields.

Field Data

"ninjaone.apiuser"
User ID You may use any name for your User, but we recommend
something that easily identifies the user profile's purpose.

You may use any name for your User, but we recommend
First name/Last name
something that easily identifies the user profile's purpose.

Active Ensure this box is checked.

Web service access only Ensure this box is checked.

5. Right-click in the gray menu panel above the user record fields and select Save.

Saving the record populates new tabs at the bottom of the page.
6. Open the new Roles tab and click Edit.

The Edit Members page displays.

7. Use the Collection search field to find "itil", "import admin" and
"x_nrmm_ninjaone_in.ninjaone.integration_user" and add these individually to the Role List
using the > button.
8. Click Save.

You will be returned to the user record. You should see several new entries under the Roles
tab; this is expected behavior.
 9. Click Set Password. This will generate a Set Password modal to display on the page; click
Generate to create the password and then click the paper icon to copy the data. Click Save
Password and close the modal.

Important Note: You must click Save Password or the password you copied will not
work when enabling the integration in NinjaOne. Do not change this password after
the integration is complete, or the integration will break and you will need to re-enter
the authentication information.

10. Click Update on the user record page.

You will be redirected to the Organization Users dashboard.
11. Continue to the Configure API Credentials in NinjaOne section, which is required to map the
configuration in NinjaOne back to ServiceNow.

Add NinjaOne Application Registry to ServiceNow

To enable the ServiceNow integration in NinjaOne using OAuth authentication, you must create
an authentication type in ServiceNow and then map it to the API access policy. Doing so will
create the data needed to fill in the Client ID and Client Secret fields on the NinjaOne
integration page.

1. In ServiceNow, open the All dropdown in the top left corner; type "application registry" into
the search field and select the result under System OAuth.

The Application Registries page displays.

2. Click New in the top right corner.

3. Select Create an OAuth API endpoint for external clients.

4. Complete the applicable fields per the table below. Please note, you must click the lock icon
to enter the URLs into their fields.
Field Data

"NinjaOne OAuth" or a name of your choice that is easily identifiable

Name
for this integration.

Double-click Insert a new row and use the magnifying glass icon
search tool to select useraccount. Click the check icon to save it.

Auth Scopes

Active Ensure this box is checked.

Leave this field blank; ServiceNow will automatically populate this

Client Secret
field when you click Submit.
Configure API Credentials in NinjaOne
Creating the API user and application registry in ServiceNow allows you to enable the
ServiceNow application in NinjaOne; however, the integration will be one-sided until the
following steps are completed in NinjaOne:

1. Log in to NinjaOne; go to Administration > Apps > API and open the Client App IDs tab.
Click Add.

2. Use the table below to complete the applicable fields.

Field Data

Application Platform "API Services (machine-to-machine)"

Name "ServiceNow"

Scopes "Monitoring" and "Management"

 Allowed Grant Types "Client Credentials"

3. Copy the client secret credential that displays in the confirmation modal and save the API
configuration.
4. Go back to ServiceNow. Open the All menu at the top of the page and type "ninja" into the
search field—you should see a result for NinjaOne Integration; click Configuration.
5. Click the NinjaOne Configuration Settings option.

6. Use the table below to update the applicable fields.

Field Data

Click the magnifying glass icon and select an option from the
NinjaOne Instances modal. NinjaOne instance refers to the
region you select when logging in to NinjaOne; you can
determine which region you are in by checking the base URL.

NinjaOne Instance

Click the magnifying glass icon and search for the name of
the API user (first, last) that you created for Create API User in
ServiceNow.

API User

Incident Management "6,7,8" — do not enter any spaces between characters. These
statuses are suggested to identify incidents that are in a
closed state (see screenshot below); you are able to further
define these statuses to your preference. When the state is
updated in ServiceNow, the data will be sent to NinjaOne.
 Please note that only incidents created by the selected API
User will use these states.

7. Click Update.
8. Reopen the NinjaOne Configuration Settings page. You should now see NinjaOne under the
Outbound OAuth Registry tab at the bottom of the page and an Open NinjaOne Instance
 hyperlink under Related Links.

9. Open the NinjaOne Instance link in a new tab to be directed straight to the ServiceNow app
page in NinjaOne. Leave this tab open for now and return to the NinjaOne Configuration
Settings page in ServiceNow.
10. Click the hyperlink under the Outbound OAuth Registry tab.

The Application Registries record displays.

11. You may see a banner at the top of the page regarding current application. If so, click the
here hyperlink to edit the record.

12. In the Client ID field, paste the Client ID from NinjaOne | API | Client App IDs, which you
created in Step 2 of this section.
13. In the Client Secret field, paste the client secret credential from Step 3 of this section. If you
need to generate a new client secret, you can do so by editing the Client App ID in NinjaOne
and clicking Generate New Secret at the top of the page.

14. Click Update.

15. Go back to the NinjaOne Configuration Settings page. Test the connection by opening the
REST Message tab, clicking the NinjaOne Integration REST hyperlink, and then clicking Get
 OAuth Token.

Enable ServiceNow in NinjaOne:

Important Note: Only one third-party PSA app can be enabled in NinjaOne. If you
already have Autotask or ConnectWise enabled, please disable and remove it before
proceeding.
Use the table below to complete the fields and then click Save.

Field Data

Enter the data from your ServiceNow account; this can be found
in the URL bar between "https://" and "service-now.com".
Instance Name

Enter the Client ID copied from the ServiceNow Application

Registry record.

Client ID

Enter the Client Secret copied from the Application Registry

record.

Client Secret
 Enter the User ID copied from the ServiceNow API user record.

API Username

Enter the password copied from the ServiceNow API user record.

API Password

Set the ServiceNow Marketplace App as Active

or Inactive:
With NinjaOne's Version 5.9 release, you have the option to activate the ServiceNow
Marketplace app when you configure your ServiceNow connection settings with NinjaOne (see
sections above).

Activating the ServiceNow Marketplace app allows you to automatically sync information
between NinjaOne and ServiceNow, such as device and organization configurations. See
ServiceNow Scheduled Data Imports for Device Configuration for more information.

You can update this setting at any time by clicking Edit under the General tab.
Grant Technician Permission to Access
ServiceNow:
To allow technicians to manage ServiceNow app settings in NinjaOne, a system administrator
must first allow access through the technicians account editor.

1. Go to Administration and open the account or technician role editor for the technician.

2. In the account or role editor, expand the Permissions section and open the System tab.
3. Locate the PSA Configuration permission and select "Allowed" from the dropdown.

4. Click Save at the top of the account/role editor page.

Import and Manage Incident Templates:

Incident templates are used for health status alerts and triggered conditions in NinjaOne. On
the ServiceNow side, create the ticket template and use "Incident [Incident]" for the Table field
to allow it to be mapped from within NinjaOne. To learn more about creating incident
templates in ServiceNow, please refer to this ServiceNow documentation. NnjaOne uses API
requests to fetch data based on incident name or ID.

From the Incident Templates tab in NinjaOne, technicians can:

1. Import templates from your ServiceNow account for PSA ticketing.

2. Set a template as default.

3. Delete unused templates. If a template that has been imported into NinjaOne is
deactivated/deleted in ServiceNow, it will show as "Active" until a condition that uses a
deactivated/deleted template is triggered—at which point the system will identify that the
template is "Inactive in ServiceNow" or "Deleted in ServiceNow" and update the NinjaOne
console. The condition will then either use the default or next available template; if none exist
then the ticket will be created without a template. Click here to learn more about using
ServiceNow with conditions.
Configuration Item Mapping:
The Configuration Item Mapping tab on the ServiceNow application management page allows
you to map ServiceNow's Configuration Management Database (CMDB) with device roles in
NinjaOne. Each organization can have multiple mappings.

These Configuration Items (CIs) may represent physical devices (computer), logical device
(database), or conceptual services. You can learn more about the CMDB on the ServiceNow
documentation site.
1. To add a new CI mapping, click Add on the right side.

The New Configuration Item Mapping editor modal displays.

2. Enter a name for the mapping in the top text field (Name) and then click Add.

3. Select a device role from the top dropdown. To learn about creating or managing device roles
in NinjaOne, please see Device Roles.
4. Select the ServiceNow class from the second dropdown. You can type in the name to quickly
find what you need.
5. Click Save.
6. On the New Configuration Item Mapping modal, click Add again for as many new item
mappings as needed.
7. To edit or delete an item mapping, activate the checkbox and click Edit or Delete at the top
of the table, or use the ellipsis button on the far right of the item mapping row.

8. When finished, click Save. Refer to NinjaOne and ServiceNow: Device Information and Support to
add the configuration mapping in ServiceNow.
Organization Sync:
The Organization Sync tab for ServiceNow allows system administrators and technicians with
the appropriate permissions to add, delete, and/or update the mapping structure for
organizations in NinjaOne to device role mappings.

Each organization will have its own configuration mapping structure to specify whether it
allows incidents/tickets and show the status of the sync (i.e., active, pending, in queue, deleted,
inactive).

Sync an Organization
When the ServiceNow Marketplace app is enabled and active in NinjaOne, all organizations
will be automatically synced after they have been added under the Organization Sync
tab. If the Marketplace app is not enabled, the organizations must be synced manually
after being added.

To add configuration mapping and ticket creation for selected organizations:

1. Click Add in the top right corner under the Organization Sync
tab. The Add Sync Configuration modal displays.

2. Select the NinjaOne organization from the top dropdown (Organization) and then select the
name of the device role from the second dropdown (Configuration item mapping).
3. Activate the checkbox at the bottom of the page if you want to allow incident alerts.
4. Click Save.
A banner displays indicating that the organization will be automatically synced with
 ServiceNow. To manually sync the organization, please continue to the section below.

Resolve a Manual Pending Sync Status

Organizations pending sync with ServiceNow require action for approval if the ServiceNow app
is not active. A banner will display indicating this requirement under the Organization Sync tab
and "Pending Sync" appears in the Status column.

To manually sync the configuration, activate the checkbox(es) to the left of the mapping(s) and
then click Sync at the top of the table.

The Status will change to "In Queue"; after a few moments the Status should change to
"Syncing" and then "Active".
View Sync History:
Click the Sync History tab to view and manage sync logs, which include warnings and errors for
each device. Please note, these logs do not contain messages for when a device was
created/updated successfully; you will only see logs when an error has occurred during
synchronization.

The table is broken down into columns to identify the date/time that the error occurred,
whether the device was created, updated, or if there was no change, and how many devices
experienced an error.

If an error is displayed on the Sync Log, you can click the hyperlink to open the details in a
separate modal (see below).
Set Up ServiceNow PSA for Policy Conditions:
The ServiceNow integration can be used to create tickets when a condition is triggered. To learn
how to set a condition, please see Policies: Condition Configuration.

Tickets created in NinjaOne are synced with ServiceNow and will copy data into a job table on
the ServiceNow Incident page. Once the condition is selected, you can select the Incident
Template from the ServiceNow dropdown. The status of the incident will be displayed in
parenthesis next to the template name.
Step 2: Adding Device Configuration in
ServiceNow
Please see Enable the ServiceNow Integration for instructions on enabling the ServiceNow
integration with NinjaOne. This document provides further support for using the integration
within ServiceNow. Please refer to Related Documentation for additional resources.

Device Information in ServiceNow:

When configuration mapping is set up through the ServiceNow configuration app in NinjaOne,
device information from NinjaOne will sync to ServiceNow by Device UUID (universally unique
identifier). When the mapping is complete, you will see a new tab labeled NinjaOne Device Info
at the bottom of the device information page under Related Links.

1. Click the Device Information option in the main dropdown menu under NinjaOne and then
 click the hyperlink in the Configuration Item column.

2. On the NinjaOne Device Information page, open the link in the Configuration Item column.
The device configuration page displays.
3. Right-click the gray menu bar above the Name field; hover over the Configure option and
select Related Lists.
 The Configuration page displays.
4. Select "NinjaOne Device Info -> Configuration Item" from the Available field and click > to
transfer to the Selected field. You can adjust the order of the selected lists to your
preference.

5. Click Save.
The NinjaOne Device Info tab appears at the bottom of the device information page under
Related Links in the order in which it was saved.
6. Select which columns provide data in the NinjaOne Device Info table by clicking the gear
icon in the top right corner and transferring the desired columns into the Selected field.
Select an option from the Available field and then click the > button to add it or select an
option from the Selected field and then click the < button to remove it.

The Device URL column provides a link to the device dashboard in NinjaOne for direct
access.
The Device Remote URL starts a remote session with the device using NinjaOne's native
remote tool. You can also use the Launch Ninja Device button on the device page.
The Device UUID column provides a page view of the following device information:

Device ID
Configuration item
Device UUID
Device URL
Private IP address
Management link
Product Key
Device Remote URL
OS info
Name of the last user who logged in to the device

NinjaOne Support:
The NinjaOne Support page provides an external link that navigates you to the NinjaOne
resource page, which provides a list of phone numbers or emails to choose from based on your
location or support needs. Please make sure your pop-up blocker allows re-routing.

Transaction Logs:
View activity history for NinjaOne events in ServiceNow. Logs will include activities such as
import events, authentication errors, and error message system IDs for troubleshooting.

Click the hyperlink in the Level column to view the message details. Depending on transaction
 type, you also will be provided a hyperlink to any affected incident or import set.

Part 3. Schedule Data Imports for Devices

With NinjaOne's Version 5.9 release, you have the option to activate the ServiceNow
Marketplace app when you configure your ServiceNow connection settings with NinjaOne,
which allows devices to be synced automatically from NinjaOne to ServiceNow on a set
schedule.

With devices and organizations synced with NinjaOne and ServiceNow, you can see when
incident tickets are created in ServiceNow from the activity log on the NinjaOne device
dashboard.

Important Note: You must first follow the instructions in the ServiceNow Integration
guide to enable the integration and map the configuration items and organizations.
After you activate the ServiceNow Marketplace app while configuring the integration in
NinjaOne, new dashboards will become available in ServiceNow: NinjaOne Integration and
NinjaOne Device Info.

From the NinjaOne Integration | Administration | Configuration settings page in ServiceNow,

administrators can schedule device import syncs, update REST messages, and manage the
outbound OAuth registry.

From the Device Additional Info | NinjaOne Device Infos page, administrators can view
configuration items, device remote URL, UUID, last login name, management links, operating
system information, IP addresses, and product keys.
Manage Scheduled Imports in ServiceNow for NinjaOne
The NinjaOne integration with ServiceNow automatically creates a scheduled import on the NinjaOne
Configuration Settings page. You can change this schedule or execute an immediate sync by following the
instructions below.

1. Navigate to and log in to ServiceNow.

2. In the top navigation pane, click All and type "NinjaOne" into the search field. Click
Configuration under NinjaOne Integration.

3. Click the NinjaOne Configurations Settings hyperlink.

4. Open the Scheduled Import tab at the bottom of the page. Click the hyperlink in the Name
column to open the schedule editor page.
5. To change the device import sync schedule, click the here hyperlink in the banner message
at the top of the page.

▪ By default, the device import sync is scheduled to run every day at midnight
(00:00:00). This schedule adheres to the time zone you set up in ServiceNow
administration.
▪ You can create multiple schedules by selecting the "Periodically" option from the Run
dropdown. In the Repeat Interval field(s), you can opt to set the sync to run every X
number of days or X number of hours/minutes/seconds.

6. . To run a device import sync immediately, click the Execute Now button.

The device updates can be confirmed via the Configuration Items dashboard in ServiceNow, and
also under the ServiceNow App Sync History tab in NinjaOne.