Overview
The Druva Managed Service Centre (MSC) console offers integration with ServiceNow to streamline the ticketing and operations for Managed Service Providers (MSPs). With this integration, MSPs can now automate previously manual processes for creating and managing ServiceNow incidents based on Druva alerts, enhancing efficiency, scalability, and accuracy, while reducing operational costs and eliminating errors.
This article provides step-by-step instructions on configuring ServiceNow with the MSC console.
Key ServiceNow Features
Ticketing - This feature automatically creates tickets in ServiceNow based on alerts triggered in MSP, enabling faster response to tickets.
Company Mapping - This feature enables one-to-one mapping between MSP Customers and ServiceNow Companies, ensuring accurate ticket routing.
Severity Mapping - This feature allows MSP administrators to map MSP alert severities (Critical, Warning, Informational) with ServiceNow Impact and Urgency values.
Ticket Configuration - This feature provides granular control over ticket creation for each MSP Customers and ServiceNow Companies, including default status, category, sub-category, assignment group, and ticket update behavior.
Benefits
Automated Ticket Management: Automatically create ServiceNow tickets from MSP alerts, eliminating manual ticket creation and reducing response times.
Reduce Operational Costs: Automation eliminates manual, repetitive tasks, thus reducing manual workload and administrative efforts. This helps reduce operational costs and improve overall profitability.
Improved Customer Satisfaction: With faster responses and automated ticket management, MSP administrators can provide their customers with a seamless and reliable experience that strengthens trust and long-term loyalty.
Enhanced Compliance: Comprehensive audit trails for all ServiceNow integration activities ensure compliance with organizational requirements.
Prerequisites
To perform this integration, you must have:
Access to a ServiceNow instance with OAuth 2.0 authentication enabled.
Admin permissions for a ServiceNow instance.
ServiceNow Client ID and Secret Key with appropriate API permissions.
ServiceNow URL for your instance (e.g., yourcompany.service-now.com).
MSP SKU license in Druva.
Note: ServiceNow integration is not supported for GovCloud, AP1, and Restricted customers.
Configure ServiceNow
Before you configure ServiceNow, ensure you have the required credentials from your ServiceNow administrator.
Step 1: Obtain ServiceNow Credentials
In your ServiceNow instance, navigate to System OAuth > Application Registry.
Create a new OAuth application or use an existing one. You can find the steps to create an OAuth application here.
Note down the following credentials:
Client ID
Client Secret
ServiceNow Instance URL
Note: We recommend saving your credentials immediately upon creation, though you can still retrieve them later if needed.
Step 2: Configure ServiceNow in MSC Console
To configure ServiceNow-
Log in to the Managed Service Centre (MSC) console.
From the left navigation pane, go to Settings > Integrations.
From the Integrations page, click Configure to configure ServiceNow. The ServiceNow Configuration Settings window appears.
From the ServiceNow Configuration Settings window, enter the below fields:
a. Client ID - The OAuth Client ID generated in ServiceNow. This is used to authenticate API requests from MSP to ServiceNow.
b. Secret Key - The OAuth Client Secret corresponding to the Client ID. This key is displayed only at the time of creation and must be stored securely, as it is required for authentication.
c. ServiceNow URL - The URL of your ServiceNow instance (e.g., yourcompany.service-now).
Enable the Ticketing feature to allow automatic ticket creation.
Once you are done with the configuration, click on Test and Configure to validate the credentials and save. Upon successful integration, the ServiceNow integration details will be displayed in the Integrations window.
Verifying the Integration (End-to-End Test)
To confirm that automatic incident creation is functioning correctly end-to-end, follow this test workflow:
Prerequisites
Ensure the MSP product ticket configuration is enabled for all alert severity levels (Critical, Warning, and Informational).
Create a test customer: Create a temporary "hollow" test customer inside the MSC console.
Map the customer: Navigate to Company Mappings under your ServiceNow Integration settings and map the test customer to a corresponding ServiceNow company account.
Wait for the sync window: Wait 15 minutes to ensure the new mapping and ticketing rules fully propagate across the system.
Trigger the alert and verify: Delete the test customer you created. An incident with the customerDeleted alert context should automatically generate in your ServiceNow instance.
View ServiceNow Configuration
After configuring ServiceNow, you can view the configuration details on the Integrations page:
Client ID: Displays the configured OAuth Client ID
ServiceNow URL: Displays your ServiceNow instance URL
Ticketing: Shows whether the ticketing feature is enabled or disabled
Company Mapping: Shows the number of customer accounts mapped
Severity Mapping: Shows the status of severity configuration
You can also Edit or Remove the configuration from this page.
Remove ServiceNow Configuration
To remove the ServiceNow configuration-
In the Managed Service Centre (MSC) Console, go to Settings > Integrations.
In the Integrations window, click the Remove Configuration button on the ServiceNow card. The Remove Configuration window appears.
Click Remove. The ServiceNow configuration is now successfully removed.
📝 Note: Removing the configuration will also remove all company mappings, severity mappings, and ticket configuration settings. You will need to reconfigure these if you re-enable ServiceNow integration.
Once you are done with the configuration, let’s begin with Configuring Customer Mapping.