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ServiceNow
Connecting REAP to ServiceNow (opens in a new tab): prerequisites, permissions, setup, what is read and written, troubleshooting.
Overview
REAP reads incidents, problems and change records as evidence and context, and writes the Investigation Window and evidence links back to the record so that the ticket carries the explanation. Change-verification evidence is written as a work note; verdict fields are in development.
Prerequisites
- ServiceNow (opens in a new tab) instance (ITSM); Change Management enabled if change-verification evidence is to be written to change records (verdict fields: in development)
- An integration user (OAuth client or basic auth per your standard) supported auth
- Network path from the platform to the instance (HTTPS 443)
Permissions requested
| Scope | Permission | Why |
|---|---|---|
| Read | incident, problem, change_request, cmdb_ci (optional), sys_user (display names) | Evidence and context; attribution of changes |
| Write | work_notes on incident, problem and change_request; custom fields for verdict and evidence link when released field names | Investigation Window and verification evidence in the record |
| Role | itil (read) plus a scoped write ACL, or a custom role recommended role definition | Least privilege |
Setup
- Create the integration user and role; grant table read and the specific write fields.
- Register the OAuth application; note client ID/secret or basic auth.
- In REAP: Integrations → ServiceNow (opens in a new tab) → instance URL, credentials; map assignment groups to REAP roles.
- Test: REAP reads the last 30 days of incidents and changes; a test work note is written to a sandbox ticket.
- Agree which change types are verified in the pilot (standard, normal, emergency).
What REAP reads
- Incidents, problems and changes in scope (fields: number, short description, CI, assignment group, timestamps, state)
- Change windows and intent for pre-execution impact analysis
- CMDB CIs for enrichment (optional)
What REAP writes
- Investigation Window summary and evidence links as a work note on the incident
- Verification evidence and outcome (Verified / Degraded / Rolled back / Inconclusive) as a work note on the change record; verdict field: in development
- Optional: problem record suggestion with RCA narrative
Troubleshooting
| Symptom | Likely cause | Check |
|---|---|---|
| No tickets appear | ACL denies table read | Impersonate the integration user; query the table |
| Verification note not written | Write ACL on change_request work notes | Integration user can add work notes to change_request |
| Duplicate work notes | Two REAP instances pointed at one ticket source | Check integration configuration |
Changelog
- September 2026 · page created (draft).
Engineering to confirm
- Supported authentication methods
- Recommended custom role and exact field names for evidence (and verdict, when released)
Last reviewed: October 7, 2026 (draft) · Owner: solutions engineering · Corrections: security@reapnet.ai