The ServiceNow integration enables security and compliance teams to automatically monitor how security issues are tracked and prioritized. It connects Drata to ServiceNow so your team can verify that security issues are logged, categorized, and prioritized according to your organization’s security processes.
Key Capabilities
Security ticket monitoring: Track incidents, problems, and tasks used for security issues
Evidence collection: Verify that security issues are properly logged and prioritized
Optional ticket creation: Allow Drata to create security tickets directly in ServiceNow
This integration is used to automate tests such as security issue tracking verification, helping prove compliance with vulnerability management and incident response policies.
Prerequisites & Data Access
Access to your ServiceNow subdomain
A ServiceNow username and password
Recommended: ServiceNow user with the roles:
adminweb_service_admin
Required Drata Role with Write access: Admin, Workspace Managers, DevOps Engineer
Access Reviewers (Access Reviewers can only Read the connection page they can’t make changes)
Permissions & Data Table
Permission/Scope | Why It’s Needed |
admin | Allows Drata to access ServiceNow records needed to verify security issue tracking |
web_service_admin | Enables API access for ServiceNow web services |
Step-by-Step Setup
Step 1: Locate Your ServiceNow Subdomain
Sign in to your ServiceNow instance.
Check the URL in your browser.
Example: If your URL is
https://acme.service-now.com, your subdomain isacme.
Copy the subdomain value.
Expected outcome: You have the ServiceNow subdomain required for authentication.
Step 2: Account Setup
Option 1: Admin Setup (Recommended)
This method uses an existing ServiceNow admin account and is the fastest setup option.
Confirm Admin Roles
In ServiceNow, open the navigation menu and select All.
Navigate to User Administration → Users.
Search for and open the user account you will use for the integration.
In the Roles section, confirm the following roles are present:
adminweb_service_admin
If they are missing:
Click Edit
Locate each role in the collection list
Move them to the selected roles list
Click Save
Expected outcome: The user account has the required ServiceNow roles for API access. Move on to Step 3: Connect ServiceNow in Drata to complete the connection
Option 2: Non-Admin Setup (Least Privilege)
This method creates a dedicated integration user with restricted permissions. For setup instructions, see Setting Up ServiceNow Scopes and Roles for Non-Admin Users in the Merge Help Center.
Step 3: Connect ServiceNow in Drata
Log in to Drata → go to the Connections page.
Navigate to your Available Connections.
Search for and start the ServiceNow connection process.
Enter the account alias, the ticket types, and tags.
Select the ticket types your organization uses for security issues:
Incident
Problem
Task
Enter your Security Tag (must exactly match the tag used in ServiceNow).
Enter the following when prompted:
ServiceNow subdomain
ServiceNow username
ServiceNow password
Ensure the Priority field is enabled in ServiceNow for your selected ticket types.
(Optional) Enable Write Access if you want Drata to create tickets automatically.
Expected outcome:
ServiceNow is successfully connected and ticket data begins syncing to Drata.
Important Notes
Supported ticket types currently include Incident, Problem, and Task.
The Security Tag must exactly match the tag configured in ServiceNow.
Write access is optional and allows Drata to create security tickets automatically.
Using the admin setup is recommended for the simplest configuration.
Least-privilege setups require correctly configured roles, ACLs, and table permissions. If these are misconfigured, the integration may not retrieve or create tickets successfully.