Source: https://sprinto-test.docs-staging.pageloop.ai/integrations/overview/servicenow-integration # 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 | Use case | Description | | ---------------------------- | ------------------------------------------------------- | | Incident tracking | Monitor security incidents and ensure timely resolution | | Audit evidence collection | Use tickets and incident logs as audit evidence | | Task accountability | Ensure tasks are assigned and tracked | | Change management validation | Validate that change processes are followed | | Continuous monitoring | Track ticket lifecycle and closure status | --- ### 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**. ![](/assets/58b5d5153630-screenshot-2026-04-13-at-12.08.28.png) 5. Click **Enroll in Beta**. ![](/assets/ab94ed5d0e11-screenshot-2026-04-13-at-12.09.01.png) Once approved, the **Connect** option will become available. --- #### Step 2: Initiate connection 1. Click **Connect** next to ServiceNow. ![](/assets/97fa32463e64-screenshot-2026-04-13-at-12.09.54.png) 2. Review the **Permissions and Data** details. 3. Click **Next**. ![](/assets/5f9ad5a2dcb3-screenshot-2026-04-13-at-12.10.48.png) --- #### Step 3: Confirm setup requirements 1. Ensure you have administrator privileges. 2. Select **I have the admin access**. 3. Click **Connect to ServiceNow**. ![](/assets/20cc67757511-screenshot-2026-04-13-at-12.11.19.png) --- #### Step 4: Authorise access 1. Review the permissions requested. 2. Click **Next** to proceed. ![](/assets/875e0debd087-screenshot-2026-04-13-at-12.12.12.png) 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**. ![](/assets/41bce9742034-screenshot-2026-04-13-at-12.13.03.png) --- #### 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](https://help.merge.dev/articles/8590199-servicenow-how-do-i-link-my-account?lang=en), or consult the [ServiceNow documentation](https://www.servicenow.com/docs/) for additional guidance. 4. Click **Next**. ![](/assets/01853416d38c-screenshot-2026-04-13-at-12.14.11.png) --- #### 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](mailto:www.support@sprinto.com) If you have any queries related to the integration or need any assistance.