ServiceNow Integration

Use the ServiceNow integration to exchange operational data between Cloudaware and ServiceNow. Cloudaware can send asset, finding, incident, and change context to ServiceNow, while ServiceNow can query Cloudaware CMDB data through Salesforce APIs for reporting, ticket enrichment, and workflow automation.

info

• Audience: Cloudaware administrators, ServiceNow/ITSM administrators, and automation teams
• Outcome: ServiceNow instance is connected to Cloudaware and fully operational for ...

Capabilities

The integration supports:

• Push and pull integration patterns that make Cloudaware context available in ServiceNow workflows and reporting
• ServiceNow CMDB enrichment with Cloudaware-discovered cloud assets, relationships, and metadata using the Cloudaware CMDB application for ServiceNow
• 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

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 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.
• ServiceNow IntegrationHub (Enterprise Package) and Workflow Studio, if you plan to use the Cloudaware CMDB application for ServiceNow CMDB enrichment.

Architecture

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.

The following SOAP roles are supported on both sides:

SOAP role	Description
soap	Can perform all SOAP operations
soap_create	Can insert new records
soap_delete	Can delete existing records
soap_ecc	Can query, insert, and delete records on the qs.
soap_query	Can query record information
soap_query_update	Can query record information and update records
soap_script	Can run scripts that specify a .do endpoint
soap_update	Can update records

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 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 data	ServiceNow object
EC2 Load Balancers	EC2 Load Balancer records
Cloudaware Policy Violations	Incidents
Cloudaware Changes	Change 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 Instance to Cloudaware

To connect your ServiceNow instance to Cloudaware:

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.

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.

Related

• CMDB
• ServiceNow Notification
• Webhooks & Events