ServiceNow

Mavvrik integrates with ServiceNow to automate incident creation and streamline ticketing workflows for cost, resource, and operational events. This integration enables seamless communication between Mavvrik and ServiceNow, allowing recommendations and alerts to be automatically logged as incidents. By using a dedicated Service Account with admin permissions, Mavvrik can create, update, and manage incidents directly within your ServiceNow instance, ensuring efficient issue tracking and faster response actions.

Configure ServiceNow Integration

1. Login into Mavvrik and navigate to Integration page.

2. Click on Create Integration.

3. Click on the App and select ServiceNow.

4. Enter Integration name of your choice

5. Enter Integration description

6. Enter the address of the your ServiceNow i.e. the Service Now instance URL (Eg https://dev199677.service-now.com)

7. For integrating with Service Now we recommended you to create a Service Account User.

a. Create a separate service account in the User table under the Organization section, for each new integration.

b. Click on New

c. Enter the User ID, First name, Last name, and email address

d. If you wish to change the password on the first login, then select the password needs reset check, else uncheck it.

e. Click on Submit

f. Open newly created user

g. To set the Password for your Service Now account, click Set Password.

h. Click on Generate

i. Copy the Password

j. Click on Save Password & close

k. Grant the service account user Admin role access as it is necessary to perform the actions that will be carried out by the integration.

l. Go to roles & click on edit

m. Search admin and select admin, then click on save

n. Click on the arrow to assign the role to the user

o. Click on save.

p. If you have selected that the password needs to be reset, then change the password and perform the steps below

8. Enter the user id that you have created

9. Enter the copied password/changed password from the previous step

10. Copy the Webhook Script from Mavvrik

11. To paste a script into ServiceNow, follow these steps by login with newly created user:

a. Go to Admin< System Definition < Business Rules

b. Click on New

c. Enter Name

d. Select Table Incident

e. Select Advanced Checkbox

f. Go to When to run tab

g. Select after from when dropdown

h. Check Update & Delete checkbox

i. Go to Advanced tab

I. Paste the copied script in the script textbox and leave the condition textfield empty

II. Click on the Submit button

12. Click on Test connection

13. Click on Create

Troubleshooting

• If incidents aren't syncing reliably, confirm the ServiceNow instance is staying up and running; Mavvrik strongly recommends keeping it available while managing incidents through the integration.

• If the integration stops working after a password reset, update the new credentials in the Mavvrik integration configuration to match.

• If a new or additional service account user can't perform integration actions, confirm they're active and have Admin role access; both are required.

FAQs

Why does the integration need a Service Account with Admin access instead of a regular user?
Mavvrik creates, updates, and manages incidents directly in ServiceNow, which requires Admin permissions to perform. A dedicated Service Account, rather than an individual's own login, also keeps the integration working reliably even as team members change roles or leave.

Does my ServiceNow instance need to be available at all times?
It's strongly recommended. Mavvrik advises keeping the ServiceNow instance up and running while managing incidents through the integration, since downtime can affect incident creation and updates.