Objective 

Integrating ServiceNow Active Directory integration using ManageEngine ADManager Plus enables IT teams to automate identity and access management tasks across the organization. This ITSM integration supports your user life cycle automation, improves operational efficiency, supports compliance efforts, and ensures secure, timely access provisioning.

Key capabilities include:

• Automated user identity management: Automatically create, modify, and delete user accounts in Active Directory, Exchange, and Microsoft 365 directly from the ServiceNow console.

• Simplified password management: Allow help desk technicians to reset end-user passwords that provide greater flexibility in day-to-day user account handling.

• User account control: Easily enable, disable, or unlock user accounts based on ticket events in ServiceNow, streamlining routine account management tasks.

ADManager Plus supports ServiceNow Active Directory integration through two methods:

1. Widget: Execute Active Directory actions directly from the ServiceNow console. Click here to learn more about integrating ADManager Plus with ServiceNow.

2. API-based application integration: Streamline ticket management in ServiceNow by periodically importing relevant tickets and performing the necessary AD actions in ADManager Plus. The following article provides step-by-step instructions for configuring API integration with ServiceNow.
   

 Prerequisites 

• Please ensure you have your ServiceNow account's username and password. These details can be obtained directly from your ServiceNow console and are necessary to authenticate the integration process.

• To import users (inbound action), ensure the account used for authorization has permission to read all user accounts.

• To perform any action or query in ServiceNow (outbound action), ensure the account used for authorization has permission to perform the desired action.

Note: ADManager Plus comes with a preconfigured set of APIs that helps perform basic actions with the integration. For any additional tasks, please gather the necessary API details from the ServiceNow API documentation to configure under inbound or outbound webhooks to perform the required actions.

 Steps to follow 

 Step 1: Authorization configuration 

1. Log in to ADManager Plus and navigate to Directory/Application Settings.

2. Go to Application Integrations, then search and select ServiceNow.

3. Toggle the Enable ServiceNow Integration button on.

4. In the ServiceNow Configuration page, click Authorization.

5. Enter the ServiceNow Username and Password.

6. Click Configure.

 Step 2: Inbound webhook configuration  

1. Under Inbound Webhook, click ServiceNow Endpoint Configuration.

2. In the Endpoint Configuration tab, an endpoint named ServiceNow USERS ENDPOINT comes preconfigured with an endpoint URL, API method, Headers, and Parameters fields to fetch user accounts from ServiceNow.

3. To use this preconfigured endpoint, {SERVICENOW-INSTANCE} should be replaced with the instance name of your ServiceNow instance and {TABLE_NAME} should be replaced with the respective table name from which users will be fetched (for example, sys_user). If you would like to use a new endpoint to import users, you can configure one using the + Add API endpoint button and filling in the required fields as per ServiceNow's API references. Click here to learn how.

Note: 

• The API key value pair is preconfigured as a header for authenticating API requests during the Authorization configuration process.

• You can add macros to your endpoint configuration to dynamically change it as per your requirement using the macro chooser component .

• Refer to ServiceNow's API references and configure additional headers and parameters if required.
  

4. Once done, click Test & Save. A response window will display all the requested parameters that can be fetched using the API call. Click Proceed.

Note:

• Refer to ServiceNow's API references to know the Parameters that must be configured to fetch only specific parameters.

• You can configure multiple endpoints for ServiceNow using the + Add API endpoint button. Click here to learn how.
  

5. Click Data Source - LDAP Attribute Mapping to match endpoints and to map AD LDAP attributes with the respective attributes in ServiceNow.

(ADManager Plus also lets you customize the attribute format from ServiceNow.)

6. Click + Add New Configuration and perform the following:

• Enter the Configuration Name and Description and select the Automation Category from the drop-down menu.

• In the Select Endpoint field, select the desired endpoint and a Primary Key that is unique to a user (for example, employeeIdentifier).

7. Configure an automation with the required action, repeat frequency, and the above configured attribute mapping configuration.

Step 3: Outbound webhook configuration 

Outbound webhook enables you to update the changes made in AD using ADManager Plus to ServiceNow or fetch or forward required details from ServiceNow and synchronize them with AD.
To configure an outbound webhook for ServiceNow:

1. Under Outbound Webhook, click ServiceNow Webhook Configuration.

2. Click + Add Webhook.

3. Enter a name and description for this webhook.

4. Decide on the action that has to be performed and refer to ServiceNow's API references for the API details, such as the URL, API method, Headers, Parameters, and other requirements that will be needed.

5. Select the HTTP method that will enable you to perform the desired action on the endpoint from the drop-down menu.

6. Enter the endpoint URL.

7. Configure the Headers, Parameters, and Message Type in the appropriate format based on the API call that you would like to perform.

8. Click Test and Save.

9. A pop-up window will then display a list of AD users and groups to test the configured API call. Select the desired user or group over which this API request has to be tested and click OK. This will make a real-time call to the endpoint URL, and the selected objects will be modified as per the configuration.

10. The webhook response and request details will then be displayed. Verify them for the expected API behavior and click Save.

11. The configured webhooks can be integrated into Orchestration Templates—enabling scheduled or Event-driven Automation—to consecutively perform the action configured in the outbound webhook among of actions on a group of users or on individual users.

Note: Use macros to send the data of the object on which the webhook is executed.

 Tips 

• Use unique identifiers: Always configure a unique primary key (like employeeID or userName) during attribute mapping to avoid syncing issues between Active Directory and ServiceNow.

• Limit API payload: Filter API responses to retrieve only necessary fields (for example, username, email, status) to improve processing speed and reduce bandwidth usage.

• Use staging before production: Test both inbound and outbound webhooks in a non-production instance of ServiceNow to validate configuration before rolling out live.

• Maintain API versioning: Ensure that your ServiceNow instance uses a stable API version. Sudden changes in ServiceNow’s API structure can break the integration.

• Implement error handling: Set up custom email alerts or logging in ADManager Plus to track webhook failures or data mismatches during API integration.

• Audit regularly: Periodically audit both ADManager Plus and ServiceNow Active Directory integration logs to ensure data consistency and to detect unauthorized changes.