Servicenow Cloud Observability

Servicenow Cloud Observability collects and analyzes data across infrastructure, application, runtime, cloud and other third-party services. It correlates root causes across traces, metrics, and logs to provide insights for developers and SREs.

In Servicenow Cloud Observability:

Get and record the following details from Servicenow Cloud Observability UI: they will be required later in this procedure.

1. organization: The organization name can be found under Account > Project & Users.

2. project: The list of projects can be found under Account > Project & Users.

3. api-key :

   • In your Servicenow Cloud Observability account, click on the Account at the bottom of the page.
   • Click on the API Keys tab.
   • Click Create New API Key.
   • Enter a Description.
   • In the Role dropdown, select Member.

   

   

   • Click Create Key.
   • Copy the text from the API Key field in the pop-up by clicking Copy & Close; save the text temporarily for use in later Relyance AI configuration steps.

   

4. product: Tenant-specific product name that you want to associate with in the integration analysis.

In Relyance AI:

1. Login to your Relyance AI account.
2. Navigate to the Settings (bottom-left corner).
3. Select Integrations.
4. Search and locate the ServiceNow Cloud Observability integration card and click on it.
5. Click on the Add Connection button on the top right.
6. Provide a meaningful name for the integration and click on the Add button.
7. In the Overview section, review the Scope and Permission, and Endpoint details and click on Continue. For more details, see Integration Features.
8. In the Connection section, provide the appropriate values and click on Continue,
   • Connection Name: This property allows you to update the integration specified in Step 6. If you have multiple integrations for the same vendor, you may want to assign distinct names to each. This helps streamline filtering by Discovery Source across the Inventory, Visual Maps, Assets, and Data Flow Analysis pages.
   • Rescan Frequency: This property allows you to configure how often Relyance executes scans against this Vendor connection.
   • Business Atlas Associations (required): the business entities or products that newly discovered third parties, services and assets from this integration are attributed to. Choose at least one from the Select Associations dropdown — the wizard will not advance past this step without one. For more details, see Business Atlas.
9. In the Authentication section, provide the following information retrieved from the In ServiceNow Cloud Observability section and click on Continue.
   • Organization
   • Project
   • API-key
10. Review the configuration summary from the Completion section and click on Finish.
11. Confirm the integration Status reflects Connected.

If the connection reports Connected but returns nothing

These are the ways this integration comes back empty without reporting an error. Generated from the integration catalog, so it tracks what the connection actually asks for.

1. A feature you enabled returns nothing. Some scopes belong to a feature rather than to the connection: Data subject requests needs csm_ws_integration, sn_hr_core.usa_employee_only, sn_customerservice.customer_data_viewer, sn_customerservice_agent, snc_internal, sn_customerservice.unified_consumer, sn_customerservice.consumer, sn_customerservice.contact_manager, sn_publications.author, sn_customerservice.customer, sn_customerservice.customer_admin, sn_customerservice_manager, customer_account_admin, sn_hr_core.secure_info_writer, sn_customerservice.consumer_agent, admin, user_admin. Turning the feature on after the connection exists does not widen the grant it already holds, so re-authenticate the connection.
2. Authorised, then empty. The connection carries an authorisation, not a password: it stops returning data if the account that granted it loses access, its own permissions narrow, or the grant is revoked at the vendor. None of that reports an error here -- the connection keeps its last status until the next scan.
3. A credential rotated at the vendor is not picked up here. Client Secret is stored when you save the connection, so regenerating the value at the vendor breaks the next scan until it is re-pasted here. Recording the expiry on the connection means Relyance warns you before it lapses.
4. Check the address fields before suspecting the credentials. Subdomain (Eg: dev12345) identifies which tenant, region or host to talk to. A wrong value there fails authentication and looks exactly like a bad secret.

Authentication methods and fields

Pick one of these under Authentication Method on the connection wizard's Authentication step. This table is generated from the integration catalog, so it always matches what the form actually asks for.

Manage this integration with Terraform

Connections for this integration can be managed as code with the Relyance Terraform provider. Non-secret fields go in auth.params; secret fields go in auth.secrets_wo, which is write-only — never stored in Terraform state. Rotate secrets by bumping auth.secrets_wo_version.

The OAuth (browser authorization) method uses a browser authorization flow, so the connection is created in the Relyance app. Manage it in Terraform afterwards by importing it (terraform import relyance_integration_connection.example servicenow/<connection_id>) or reading it with the relyance_integration_connection data source.