Fides Documentation – Ethyca

ServiceNow ITSM

This Integration requires Fides Cloud or Fides Enterprise. For more information, talk to our solutions team. (opens in a new tab)

ServiceNow IT Service Management (ITSM) (opens in a new tab) is a cloud-based platform for managing IT services, including incidents, problems, change requests, service catalog requests, and knowledge management. This integration processes access and erasure requests against personal data stored in a ServiceNow instance, covering user records, ITSM tickets, audit logs, attachments, and email artifacts.

Prerequisites Permalink for this section

In order to integrate with ServiceNow ITSM, you'll need to collect the following information:

Name Description
Domain* The hostname of your ServiceNow instance, without the protocol (e.g. your-instance.service-now.com).
Client ID* The Client ID from your OAuth Application Registry record. See ServiceNow's OAuth setup documentation (opens in a new tab) for details.
Client secret* The Client Secret associated with the OAuth Application Registry record above.

Configuring ServiceNow for the integration Permalink for this section

Before adding the integration in Fides, prepare the ServiceNow instance:

  1. Enable the client_credentials grant. In ServiceNow, set the system property glide.oauth.inbound.client.credential.grant_type.enabled to true.
  2. Create an OAuth Application Registry record. Navigate to System OAuth → Application Registry → New → "New Inbound Integration Experience" → "OAuth - Client credentials grant". Note the generated Client ID and Client Secret.
  3. Assign an integration user. The OAuth registry must be tied to a ServiceNow user account with read and write access to sys_user and the ITSM tables (incident, problem, change_request, change_task, sc_request, sc_req_item, sc_task, kb_knowledge, kb_feedback, task_time_worked, sys_audit, sys_attachment, sys_journal_field, sys_email, and related membership tables). Erasure additionally requires write access on the user and ticket tables.

Integrating with ServiceNow ITSM Permalink for this section

To integrate an existing system with ServiceNow ITSM:

  1. Navigate to Data map → View Systems and choose the system that you want to connect.
  2. Click on the Integrations tab.
  3. Pick the vendor or system type that you want to integrate with from the Connection type drop-down menu.
  4. Complete the required fields for the integration and click Save.

You may confirm your connection is working using the Test connection button, if desired.

To learn more, please see our guide for Managing Integrations.

Technical detail Permalink for this section

Fides utilizes API endpoints to access the API service for a SaaS application. An API service is the programmatic interface through which Fides can query and update data within an application to access, rectify, or delete personal information. Each SaaS tool will have a unique set of endpoints to enable privacy functions.

The ServiceNow ITSM integration uses the ServiceNow Table API (opens in a new tab) for all read and write operations. Identity resolution is performed via direct lookup against sys_user.email.

Erasure behavior Permalink for this section

Erasure requests mask personal data in place via HTTP PATCH rather than deleting records. This preserves ITSM audit, SLA, and retention obligations and avoids orphaned references in tickets owned or modified by other users. Immutable identifiers (sys_id, user_name) are preserved so that historical references remain intact; ServiceNow rejects PATCH requests that attempt to modify these fields.

ServiceNow ITSM endpoints Permalink for this section

In the table below, you can find which ServiceNow tables are accessed for each type of privacy function. All operations go through the ServiceNow Table API.

Privacy function Table Description
Access Requests sys_user The user record matched by email; the root of identity resolution.
Access Requests sys_user_grmember Group memberships for the user.
Access Requests sys_user_has_role Role assignments for the user.
Access Requests sys_user_preference User-level preferences and settings.
Access Requests incident Incident tickets where the user is caller, opener, or assignee.
Access Requests problem Problem records associated with the user.
Access Requests change_request Change requests associated with the user.
Access Requests change_task Change tasks associated with the user.
Access Requests sc_request Service catalog requests submitted by or for the user.
Access Requests sc_req_item Requested items belonging to the user's service catalog requests.
Access Requests sc_item_option Variable values captured on the user's requested items.
Access Requests sc_item_option_mtom Many-to-many links between requested items and their option values.
Access Requests sc_task Catalog tasks generated from the user's requested items.
Access Requests kb_knowledge Knowledge articles authored by the user.
Access Requests kb_feedback Feedback submissions left by the user on knowledge articles.
Access Requests task_time_worked Time entries logged by the user against tasks.
Access Requests sys_audit Audit log entries attributed to the user (queried by user_name).
Access Requests sys_attachment Attachments created by the user (queried by sys_created_by).
Access Requests sys_journal_field Journal field entries (work notes, comments) authored by the user.
Access Requests sys_email Email records that include the user as a recipient.
Update or Erasure Requests sys_user Masks PII fields (email, name, phone, address, etc.); preserves sys_id and user_name.
Update or Erasure Requests incident Masks user-identifying content fields on incident records.
Update or Erasure Requests problem Masks user-identifying content fields on problem records.
Update or Erasure Requests change_request Masks user-identifying content fields on change request records.
Update or Erasure Requests change_task Masks user-identifying content fields on change task records.
Update or Erasure Requests sc_request Masks user-identifying content fields on service catalog requests.
Update or Erasure Requests sc_req_item Masks user-identifying content fields on requested items.
Update or Erasure Requests sc_task Masks user-identifying content fields on catalog tasks.
Update or Erasure Requests kb_knowledge Masks user-identifying content fields on knowledge articles.
Update or Erasure Requests kb_feedback Masks user-identifying content fields on knowledge feedback submissions.