AETERION

    ServiceNow

    ServiceNow integration

    ITSMAvailable

    BRAIAN connects to ServiceNow through Table API, OAuth. Agents can incident and request read, ticket creation and update and approval routing. Every action is scoped by the permissions granted to the integration and executed under a versioned policy. Each one is recorded in the audit log with the agent, timestamp and record touched.

    What can BRAIAN do?

    SecAgent and CcAgent read incidents and requests, create and update tickets, route approvals and look up configuration items. Writes follow the control regime configured for the process, so approvals can stay with a person.

    CapabilityAgentRead or write
    Incident and request readSecAgentRead
    Ticket creation and updateCcAgentWrite
    Approval routingSecAgentWrite
    CMDB lookupSecAgentRead

    How does it connect?

    Connection method
    Table API, OAuth
    Credential
    A ServiceNow OAuth client bound to an integration user with a restricted role.

    Credentials are held in an encrypted secrets store. BRAIAN never stores end-user passwords.

    Which permissions are required?

    • incident, sc_request, sysapproval_approver, cmdb_ciTable-level ACLs limited to the tables the configured processes read or write.

    Permissions are requested at the minimum scope the configured processes require. Unused scopes are not granted.

    Which processes use it?

    Processes that run on this connection, and the domains they belong to.

    • Access certification

    • SLA

    • Users request level 1-2-3

    How do you revoke access?

    Access is revoked in ServiceNow itself — by disabling the credential or removing the granted scopes — or in BRAIAN by disconnecting the integration. Processes already running stop at their next call to ServiceNow and are held for review rather than completed with partial data; the interruption and the state of each process are recorded in the audit log.

    FAQ

    Does BRAIAN store data from ServiceNow?

    BRAIAN reads what a process needs, when it needs it. Records retrieved from ServiceNow are held only for the duration of the process and in the audit trail of the actions taken; ServiceNow remains the system of record.

    What happens if the connection fails mid-process?

    The process stops at the failed step and is held for review. Nothing is written twice: completed writes stay recorded in the audit log and the remaining steps resume only once the connection is restored.

    Can permissions be scoped per agent?

    Yes. Scopes are defined per agent, not per system, so one agent can read while another cannot, on the same connection to ServiceNow.