---
title: "Configuring ServiceNow Integration in Cortex XSOAR"
canonical: "https://docs.infoblox.com/space/DeploymentGuideTDwDDICortexXSOAR/1813184598/Configuring%20ServiceNow%20Integration%20in%20Cortex%20XSOAR"
format: markdown
---
The **ServiceNow integration** in Cortex XSOAR enables seamless ticket creation, updates, and synchronization between incidents in Cortex and your ServiceNow instance.  
This configuration is essential for playbooks such as **Incident Response – Infoblox Cloud**, which automatically create or update ServiceNow incidents based on event severity.

# Prerequisites

Before you begin, ensure the following:

- You have administrative or integration privileges in both **Cortex XSOAR** and **ServiceNow**.
- Your ServiceNow user account has the following roles:
  - `rest_api_explorer`
  - `web_service_admin`
- You have the **ServiceNow instance URL**, **username**, and **password** (or OAuth credentials).
- The ServiceNow integration pack is installed from the Cortex **Marketplace**.

# Steps to Configure ServiceNow Integration

### Step 1: Navigate to Integration Settings

1. In Cortex XSOAR, click **Settings & Info** in the left sidebar.
2. From the dropdown, select **Settings** → **Integrations** → **Instances**.

*This section lists all integration modules available in your environment.*

### Step 2: Search for ServiceNow Integration

1. In the search bar, type **“ServiceNow”**.
2. Locate **ServiceNow v2** under the **Case Management** category.
3. Click on **ServiceNow v2** to open the configuration panel.

*You can view details about the integration, including supported authentication types and connection requirements.*

### Step 3: Add a New ServiceNow Instance

1. Click **Add instance** (bottom right corner).
2. Fill in the required configuration fields:

| **Field** | **Description** |
| --- | --- |
| **Name** | Name of the ServiceNow instance. |
| **ServiceNow URL** | Full URL of your ServiceNow environment. |
| **Username / Client ID** | Username or client ID authorized for API calls. |
| **Password** | Password or client secret. |

![image-20251027-070546.png](media://6b7b582f-fa7d-4cc0-8377-0eca04d34297)

### Step 4: Test and Save Configuration

1. Once you’ve entered all required details in the **ServiceNow v2** instance configuration page, click **Test** at the bottom.
2. If the test succeeds, you’ll see a confirmation message — **“Test passed successfully.”**
  - This means Cortex XSOAR has successfully connected to your ServiceNow instance.
3. If the test fails:
  - Verify that the **ServiceNow URL**, **username/client ID**, and **password/client secret** are correct.
  - Ensure that network access to **ServiceNow APIs** is not blocked by your firewall or proxy.
4. After a successful test, click **Save & Exit**.
  - The instance will now appear as **Configured** under the **Instances** list.
  - Once saved, **Cortex XSOAR playbooks** (such as *Incident Response – Infoblox Cloud*) can automatically interact with your ServiceNow environment for ticket creation and updates.