Elisity supports simple API connectivity to ServiceNow CMDB as a method to enrich device discovery and identity. Today, Cloud Control Center only reads CMDB data sets and does not write to them via the connector.
- Elisity requires Read-Only API access and does not write data to ServiceNow data sets.
- Elisity reads ONLY CMDB and configuration items, and nothing more.
- Elisity API Access can be limited to only required data sets and API calls following the organizations best practices, using ServiceNow API RBAC capabilities.
Prerequisites
-
API URL for the ServiceNow instance ex. https://dev12345.service-now.com/
- (Read-Only) API Username/Password (if using credential based API connection) for the ServiceNow instance, OR API Key and Token (If using Key based API connection) for the ServiceNow instance
Connector Instructions
Step 1. Log into Elisity Cloud Control Center and navigate to Settings > Connectors and select + ADD CONNECTOR
Step 2. Select Configure on the ServiceNow connector tile in the list that pops up on the right side of the screen.
Step 3. If leveraging Username/Password based API connectivity. enter the ServiceNow API URL, the Username and Password for the ServiceNow instance and select Submit.
If leveraging API Key and API Token API connectivity. enter the ServiceNow API URL, the API Key and API Token for the ServiceNow instance and select Submit. See this documentation from ServiceNow for generating an API Key and Token.
Step 4 (optional). Configure advanced settings for the ServiceNow connector.
The following chart provides details about each advanced setting
| Global Timer | The frequency at which Cloud Control Center queries ServiceNow for updates. From 1 to 168 hours. Default is 24 hours. |
| Initial Delay | The delay in seconds before Cloud Control Center initiates the first query to ServiceNow after initially discovering a new device. Default is 0 seconds |
| Query Exclusion Rules | Limit the scope of Cloud Control Center queries by specifying Subnets and Virtual Edge Nodes, and by enabling or disabling the querying of devices with Random MAC addresses. |
| Connector Data Purging | When the Connector Data Purging feature is enabled, Cloud Control Center will purge all data learned about the device from this connector if the device is no longer found when querying the connected application. The time period between purge events is configurable and can be set between 1 and 90 days. The connector status will change from "Up to Date" to "Stale" if the device is no longer known by the connector but prior to the purge event. |
| IP Only Based Lookup | This option enables fallback behavior to query by IP address when a query by MAC address does not return a result. |
Step 5. After the connector has been configured it should show Active on the main connector page in Cloud Control Center.
Step 6. Select the three dots next to the connector and then select Sync CMDB (ServiceNow) to bulk import all of the ServiceNow defined assets into the Elisity device asset inventory.
Step 7. Check to see the ServiceNow learned attributes by clicking the device name and reviewing the ServiceNow section.
Step 8. When creating a Policy Group you can select the attribute learned by ServiceNow such as CMDB Name as match criteria under ServiceNow Attributes of the Criteria dropdown box. This adds the particular ServiceNow attribute as a mandatory match when the system evaluates devices to be classified into the Policy Group.
Step 9. You can also use the ServiceNow integration to check to make sure the device exists in ServiceNow CMDB before "trusting" it to be classified into the Policy Group. Select Trust Attributes in the criteria dropdown box, and then select Known in ServiceNow in the items dropdown box.
Connector Status
The Connector status reflects its health and availability based on recent query performance. To ensure accuracy and reduce false positives, the status is determined using a rolling 15-minute evaluation window.
Connector Status Levels:
- Active: Normal operation with minimal query failures.
- Degraded: Increased query failures detected, but the connector is still operational.
- Inactive: The connector is unresponsive due to persistent failures.
Failures are defined as unsuccessful query responses, and the platform continuously monitors performance to update the status accordingly. These status changes are visible in the UI, event logs, and notifications pane for better troubleshooting. Email alerts can also be configured for connector status changes.
If the connector has not been queried within the evaluation window, the last known status is retained. This approach ensures reliable status reporting and helps identify potential issues before they impact operations.