ServiceNow Integration

The ServiceNow integration allows you to connect your ServiceNow instance with Sprinto to automate compliance workflows across ticketing, incident management, and task synchronisation.

Sprinto integrates with ServiceNow via MergeDev, a third-party API aggregator. This means Sprinto does not directly connect to ServiceNow APIs but securely accesses data through MergeDev.

This integration enables:

• Automatic syncing of tickets and incidents
• Real-time tracking of security incidents
• Bi-directional task updates for compliance workflows

How it works

Sprinto uses MergeDev to establish a secure connection with your ServiceNow account and sync relevant data.

• Sprinto redirects you to MergeDev’s hosted authentication flow
• You authorise access using your ServiceNow admin credentials
• MergeDev manages authentication and API communication
• Sprinto retrieves and syncs ticket, incident, and user data for compliance checks

Once connected, Sprinto continuously syncs data to automate evidence collection and monitoring.

Features

• Ticket synchronisation
  Automatically sync tickets between ServiceNow and Sprinto.
• Incident management tracking
  Monitor and map ServiceNow incidents to Sprinto compliance workflows.
• Bi-directional task sync
  Keep task updates aligned between both platforms.
• Automated evidence collection
  Use tickets and incidents as compliance evidence.
• Ticket key mapping
  Map ServiceNow ticket numbers (for example, INC0012345) to Sprinto records.
• Passthrough API support
  Perform operations such as ticket deletion using ServiceNow-native APIs via MergeDev.

Use cases

Permissions and data access

Sprinto only accesses data required for compliance automation and monitoring.

Read access

Sprinto reads:

• Tickets
  • Assignees, creator, description, due date, priority, status
  • Parent ticket, timestamps, ticket type, URL
• Comments
  • Body, privacy, timestamps, associated ticket, user
• Attachments
  • File name, content type, file URL, timestamps
• Users
  • Name, email address, active status

Write access

Sprinto can create or update:

• Tickets
• Comments
• Attachments

This enables syncing updates and maintaining compliance records.

Data collected

Incident data

• Incident ID and key (for example, INC0012345)
• Title and description
• Priority and status
• Created and updated timestamps
• Assignee and reporter

Ticket data

• Ticket ID and type
• Status and priority
• Related collections or references

Monitors and compliance

The integration enables the following automated checks:

• Ticket sync monitoring
  Ensures new tickets are synced into Sprinto.
• Assignment tracking
  Ensures tickets are assigned to responsible users.
• Incident closure tracking
  Tracks whether incidents are resolved on time.

Prerequisites

Before setting up the integration, ensure:

• You have admin access to your ServiceNow account.
• You know your ServiceNow instance subdomain (for example, company.service-now.com)
• Required ServiceNow permissions are enabled:
  • Admin access
  • REST API access
  • Read access to incidents and users
  • Read/write access to tasks

Setup ServiceNow integration

Step 1: Enrol in beta

1. Log in to Sprinto.
2. Go to Settings → Integrations.
3. Search for ServiceNow.
4. Click Know more.

5. Click Enroll in Beta.

Once approved, the Connect option will become available.

Step 2: Initiate connection

1. Click Connect next to ServiceNow.

2. Review the Permissions and Data details.
3. Click Next.

Step 3: Confirm setup requirements

1. Ensure you have administrator privileges.
2. Select I have the admin access.
3. Click Connect to ServiceNow.

Step 4: Authorise access

1. Review the permissions requested.
2. Click Next to proceed.

Sprinto will request access to:

• Tickets
• Comments
• Attachments
• Users

Step 5: Enter ServiceNow subdomain

1. Enter your ServiceNow subdomain (for example, company).
2. Click Next.

Step 6: Enter credentials

1. Enter your ServiceNow username and password.
2. Ensure your account has the required roles:
   • admin
   • web_service_admin
   • rest_admin
3. To enable the required roles for your ServiceNow account, refer to the Merge documentation, or consult the ServiceNow documentation for additional guidance.
4. Click Next.

Step 7: Complete setup

After successful authentication:

• Sprinto establishes the connection
• Ticket and incident sync begins automatically

Post-connection flow

Once the integration is set up:

• Sprinto automatically syncs tickets and incidents
• Ticket data is mapped to compliance controls
• Incident lifecycle is tracked continuously
• Tasks and updates remain synchronised across systems

This ensures ongoing compliance without manual intervention.

Troubleshooting

Connection issues

• Ensure the ServiceNow subdomain is correct
• Verify admin access to your ServiceNow account

Permission errors (403)

• Confirm required roles are assigned

Authentication errors (401)

• Reconnect the integration

Instance not found (404)

• Check the ServiceNow instance URL

Rate limits (429)

• Retry after some time

Support

Please contact Sprinto Support If you have any queries related to the integration or need any assistance.