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ServiceNow

Integrate ServiceNow with Cloudaware to route incidents, changes, and service requests into ITSM processes while enriching ServiceNow with Cloudaware CMDB data.

info
  • Audience: Cloudaware administrators, ITSM/ServiceNow administrators, and automation teams
  • Outcome: ServiceNow is connected to Cloudaware for ticket workflows, remediation tracking, and optional CMDB enrichment

Introduction​

Cloudaware can both push data on demand to ServiceNow and act as a repository from which ServiceNow can pull data on a scheduled basis. While many off-the-shelf tools provide ServiceNow–Salesforce integration, none are required for Cloudaware/Salesforce and ServiceNow to exchange data.

  • Push: Cloudaware periodically pushes selected CI data into a custom class or the Cloudaware CMDB application tables in ServiceNow.
  • Pull: ServiceNow uses SOAP/Bulk API and SOQL queries to pull data from Cloudaware on a schedule.

Integration Patterns​

Cloudaware supports several patterns for working with ServiceNow:

  • CMDB enrichment via Cloudaware CMDB application
    • Install the Cloudaware CMDB application from the ServiceNow Store or via XML.
    • Use Cloudaware export to Google BigQuery plus ServiceNow workflows to import Cloudaware CI data into custom tables in ServiceNow.
    • Control which CI classes are imported and how they are mapped inside ServiceNow.
  • Ticket and change workflows
    • Use the ServiceNow Notification integration so Cloudaware workflows, triggers, or events can open or update ServiceNow incidents or changes.
    • Map Cloudaware object fields, for example, Policy Violation, Incident, or custom objects, into ServiceNow ticket fields for context and routing.

Use Cases​

  • Create a ServiceNow incident whenever a Cloudaware Policy Violation with severity High/Critical is detected.
  • Open or update a ServiceNow change request when a change is detected in cloud configuration or when Cloudaware remediation is initiated.
  • Periodically import Cloudaware cloud assets, such as accounts, instances, volumes, and databases, into ServiceNow for reporting, CMDB completeness checks, or service mapping.

The following SOAP roles are supported:

SOAP roleDescription
soapCan perform all SOAP operations
soap_createCan insert new records
soap_deleteCan delete existing records
soap_eccCan query, insert, and delete records on the qs.
soap_queryCan query record information
soap_query_updateCan query record information and update records
soap_scriptCan run scripts that specify a .do endpoint
soap_updateCan update records

Capabilities​

The integration supports:

  • ServiceNow incidents and change requests created or updated from Cloudaware events, policy violations, and findings
  • Ticket state and ownership visibility across Cloudaware and ServiceNow for coordinated remediation tracking
  • ServiceNow CMDB enrichment with Cloudaware-discovered cloud assets, relationships, and metadata using the Cloudaware CMDB application for ServiceNow
  • Push and pull integration patterns that make Cloudaware context available in ServiceNow workflows and reporting

Prerequisites​

  • Access to a Cloudaware account.
  • A user with access to the Admin Console and permissions to manage cloud accounts, organizations, and integrations (Cloudaware Administrator).
  • ServiceNow IntegrationHub Enterprise Pack and Workflow Studio, if you plan to use the CMDB enrichment application.
  • ServiceNow instance with appropriate admin permissions for:
    • Creating integrations, for example, Connection & Credential records, IntegrationHub, or Outbound SOAP Messages.
    • Installing and configuring the Cloudaware CMDB application if you plan to use CMDB enrichment.
  • Credentials provided by Cloudaware, such as service account key, certificate, project ID, and dataset ID, when using BigQuery-based import for CMDB enrichment.

Pre-configuration​

Complete the following steps before setting up the integration in ServiceNow and Cloudaware.

  1. Create a user in Cloudaware/Salesforce.
  2. Add the ServiceNow IP to the trusted IP range in Cloudaware/Salesforce.
  3. Export the Partner WSDL from Cloudaware/Salesforce.

Create a Salesforce user​

  1. Log in to Cloudaware → Setup.
  2. In the Quick Find bar, type Users and then select Users. Click New User.
  3. Enter a name, e.g., ServiceNow Collector. Provide an email address and a unique username in email format. By default, the username is the same as the email address.
  4. Select a User License, which determines which profiles are available for the user: Salesforce or Salesforce Platform.
  5. Select a standard User Profile, which specifies the user’s minimum permissions and access settings: CloudAware User/Standard Platform User.
  6. Check the Generate new password and notify user immediately box to send login details and the temporary password to the user.

Add IP to trusted IP range in Salesforce​

  1. Go back to Setup.
  2. In the Quick Find bar, type Security Controls and then select Network Access. Click New.
  3. Add Start IP Address and End IP Address. Click Save.

Export Partner WSDL​

  1. Go back to Setup.
  2. In the Quick Find box, type API and then select API.
  3. Find Partner WSDL. Click Generate Partner WSDL.
  4. Save the generated WSDL XML file to your workstation.

Configure Connection in ServiceNow​

This is the most common way to populate Cloudaware data into the CMDB. It allows ServiceNow administrators to control the mapping of objects collected from Cloudaware.

Steps:

  1. Upload the WSDL to ServiceNow System SOAP → Outbound Messages.
  2. Configure scripts to export data from Cloudaware to ServiceNow.

Upload the WSDL to ServiceNow​

  1. Log in to the ServiceNow instance.
  2. Go to System Web Services.
  3. Navigate to Outbound → SOAP Message.
  4. Click New.
  5. In the Outbound SOAP Message form:
    • Enter a meaningful name.
    • Clear the Download WSDL checkbox.
    • Paste the XML from the Export Partner WSDL step.
    • Click Generate sample SOAP Messages.

If the WSDL is imported successfully, SOAP message functions appear. Allow some time for all functions to load. Note that the number of SOAP message functions can change over time.

Get the Cloudaware/Salesforce Session ID​

All data retrieval operations require a session ID. To obtain it:

  1. Locate and select the login outbound SOAP message.
  2. In the message form, add the Username and Password+SecurityToken value to the envelope body. For example, if the password is qwerty and the security token is token, enter qwertytoken.
  3. Click Test. An HTTP 200 response confirms that the request succeeded.
  4. Copy the <serverUrl> and <sessionId> values for later use.
note

To generate a security token, log in as the ServiceNow Collector user (see the Create a Salesforce User in previous steps). Go to Settings → Personal → Reset My Security Token, and then click Reset Security Token. The token is emailed to the user.

Important: Reset the token only for the collector user created specifically for this integration.

Query and Insert Data​

After the login request succeeds, you can retrieve data from Cloudaware/Salesforce and insert it into ServiceNow objects, such as:

Cloudaware/Salesforce dataServiceNow object
EC2 Load BalancersEC2 Load Balancer records
Cloudaware Policy ViolationsIncidents
Cloudaware ChangesChange Requests

Steps:

  1. Under Outbound SOAP Messages, go to Functions. Select query.

  2. Click the lock icon to edit the SOAP endpoint URL.

  3. Insert the URL copied from <serverUrl> earlier.

  4. In the envelope body message, remove the generated optional header sections:

    <urn:MruHeader>
       <urn:updateMru>${MruHeader.updateMru}</urn:updateMru>
    </urn:MruHeader>
    <urn:QueryOptions>
       <!--Optional:-->
       <urn:batchSize>${QueryOptions.batchSize}</urn:batchSize>
    </urn:QueryOptions>
    <urn:CallOptions>
       <urn:client>${CallOptions.client}</urn:client>
       <urn:defaultNamespace>${CallOptions.defaultNamespace}</urn:defaultNamespace>
    </urn:CallOptions>

  5. Update the envelope body message so it follows this format:

    <soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/" xmlns:urn="urn:partner.soap.sforce.com">
       <soapenv:Header>
          <urn:SessionHeader>
             <urn:sessionId>SAMPLESESSIONID</urn:sessionId>
          </urn:SessionHeader>
       </soapenv:Header>
       <soapenv:Body>
          <urn:query>
             <urn:queryString>SELECT CA10__vmId__c, Name, CA10__osType__c, CA10__breezeIsActive__c, CA10__powerState__c, CA10__roleSizeName__c FROM CA10__CaAzureVirtualMachine__c WHERE CA10__disappearanceTime__c = null</urn:queryString>
          </urn:query>
       </soapenv:Body>
    </soapenv:Envelope>

    SAMPLESESSIONID is a placeholder for the session ID copied from <sessionId>.

  6. Enter the query after urn:queryString to specify the data to extract. See the examples below.

  7. Click Test.

Sample Queries​

For AWS EC2 instance:

SELECT Id, Name, CA10__subject__c
FROM CA10__CaPolicyViolation__c
LIMIT 10;

SELECT Id, Subject
FROM Case;

SELECT Id, Name, CA10__accountId__c
FROM CA10__CaAwsAccount__c;

SELECT Id, Name, CA10__arn__c, CA10__mfaEnableDate__c, CA10__lastLoginDateTime__c
FROM CA10__CaAwsUser__c;
note

Note that a query returns 500-2000 records depending on batch size. More about limits

Add a ServiceNow ITSM Instance to Cloudaware​

To register ServiceNow as an ITSM destination:

  1. In Cloudaware, go to Admin.
  2. Find ServiceNow, then click + ADD.
  3. Choose the authentication method:
    • For Basic:
      • URL: The ServiceNow instance URL, for example, https://<instance>.service-now.com.
      • Username: ServiceNow username.
      • Password: ServiceNow password.
    • For OAuth:
      • URL: The ServiceNow instance URL, for example, https://<instance>.service-now.com.
      • Username: ServiceNow username.
      • Password: ServiceNow password.
      • Client ID: The identifier generated in Application Registry when registering the OAuth client.
      • Client Secret: The secret generated in Application Registry when registering the OAuth client.
  4. Click Save.
  5. Confirm that the integration status indicator is green.

Once configured, ServiceNow can be selected as a target in relevant Cloudaware notification or automation setups, for example, ServiceNow Notification.

Troubleshooting​

Authentication Fails or Integration Shows Red Status​

  • Verify that the ServiceNow URL, authentication method, and credentials are correct.
  • Confirm that the ServiceNow user or OAuth client can access the target instance.
  • Check whether the ServiceNow account is locked, expired, or restricted by ServiceNow security policies.

ServiceNow Is Not Available as a Notification Target​

  • Confirm that the ServiceNow ITSM integration status indicator is green.
  • Verify that the relevant Cloudaware workflow or notification setup is configured to use the correct ServiceNow integration.
  • Review permissions for the ServiceNow user or OAuth client.

CMDB Enrichment Does Not Run​

  • Confirm that the Cloudaware CMDB application for ServiceNow is installed and configured.
  • Verify that required ServiceNow IntegrationHub, Workflow Studio, and credential prerequisites are in place.
  • Review the ServiceNow workflow logs for import, mapping, or permission errors.

Still stuck? Contact Cloudaware Support at support@cloudaware.com with the integration name, ServiceNow instance URL, and a brief description of the issue.

Reconfigure or Remove the Integration​

warning

To rotate credentials or change authentication settings, edit the existing integration instead of deleting and re-creating it.

Update the Integration Details​

  1. Go to Admin.
  2. Select ServiceNow.
  3. Select the specific integration.
  4. Open the three-dot menu (⋮), then click Edit.
  5. Update the required fields.
  6. Click Save.

Remove the Integration from Cloudaware​

  1. Go to Admin.
  2. Select ServiceNow.
  3. Select the specific integration.
  4. Open the three-dot menu (⋮), then click Delete.
  5. Confirm the deletion if prompted.

Security Notes​

  • Use a dedicated ServiceNow user or OAuth client for Cloudaware integration workflows.
  • Grant only the permissions required to create, update, or read the ServiceNow records used by the configured workflows.
  • Do not reuse personal ServiceNow administrator credentials for production integrations.
  • Rotate ServiceNow passwords and OAuth secrets according to your organization's credential management policy.
  • Review which Cloudaware asset, policy, vulnerability, and event fields are sent to ServiceNow, because ticket payloads may include sensitive operational context.
  • Limit administration of ServiceNow integration settings to approved Cloudaware and ServiceNow administrators.