ServiceNow Integration Guide

Prepare Your ServiceNow Instance

  1. Login to your ServiceNow instance with admin-level permissions.
  2. Ensure you have an active REST endpoint or are ready to accept API POST requests from CertSecure.

  3. (Optional but recommended) Create a dedicated integration user:

    • Navigate to User Administration → Users
    • Create a new user (e.g., certsecure.api)
    • Assign appropriate roles (e.g., web_service_admin, or a custom role with access to create and update incidents or custom tables)

Collect Required Connection Details

You will need the following information from your ServiceNow instance:

  • Instance URL: The full URL of your instance, e.g., https://your-instance.service-now.com
  • Username: The username of the integration user (or admin account)
  • Password: The password for the integration user

Keep this information secure and ready for input in CertSecure.

Configure ServiceNow Integration in CertSecure

  1. Login to CertSecure Manager (Admin Portal).
  2. Navigate to: Misc → Service Setup → ServiceNow

  3. Fill in the required fields:

    • Instance URL: Paste your ServiceNow instance URL (e.g., https://your-instance.service-now.com)
    • Username: Enter the username for your integration account
    • Password: Enter the corresponding password
  4. Click Save.

Validate the Integration

CertSecure will immediately attempt to connect to your ServiceNow instance using the provided credentials.

  • A test request is sent to validate API connectivity and authentication.
  • If successful, a confirmation message will appear: “Connection Successful”

Automate Certificate-Based Ticketing

Once the integration is validated, CertSecure will start automatically creating or updating ServiceNow tickets for certificate-related events. This may include:

  • Certificates that are about to expire
  • Certificates that have been revoked
  • Failures in renewal or enrollment processes
  • Any other alert conditions configured in CertSecure

Tickets will include contextual information such as:

  • Certificate name or common name (CN)
  • Serial number
  • Owner (if available)
  • Event type and timestamp
  • Suggested remediation or action