---
title: "ServiceNow Integration"
description: "The ServiceNow integration provides Veeam ONE with enhanced visibility and faster alerts triggered directly as ServiceNow incidents. For each triggered alarm, Veeam ONE creates a ServiceNow incident."
canonical: "https://helpcenter.veeam.com/docs/one/userguide/servicenow_settings.html"
breadcrumb: "User Guide > Configuring Veeam ONE > Veeam ONE Server Settings > ServiceNow Integration"
dateModified: "2026-10-23"
---

# ServiceNow Integration

The ServiceNow integration provides Veeam ONE with enhanced visibility and faster alerts triggered directly as ServiceNow incidents. For each triggered alarm, Veeam ONE creates a ServiceNow incident. When the alarm is resolved in Veeam ONE, the corresponding incident is also resolved in ServiceNow.

At the **ServiceNow** step of the wizard, specify your ServiceNow settings used for ServiceNow integration.

To specify ServiceNow integration details:

1. Select the **Enable ServiceNow integration** check box.
2. In the **Instance URL** field, specify the ServiceNow instance URL, for example `https:\\yourinstancename.service-now.com`.
3. Specify **ServiceNow credentials** used to authenticate your ServiceNow instance administration.

   For details on permissions required for connection, see [Connection to ServiceNow](connection_to_servicenow.md).

   For details on adding credentials records, see [Credentials Manager](credentials_manager.md).

4. [Optional] If your organization policy requires additional ServiceNow credentials, click **Add** and enter your additional credentials.
5. In the **ServiceNow incident configuration** section, specify the following details:

   - **Caller** — defines the caller name assigned for the purposes to create, update, and resolve incidents. *Veeam ONE* is the default value, alternatively you can define a custom name if it already exists on your ServiceNow instance.
   - **Assignment group** — defines the name for the assignment group for the purposes to create, update, and resolve incidents. *Veeam ONE* *Support* is the default value, alternatively you can define a custom name if it already exists on your ServiceNow instance.
   - **Close code** — defines the close code for resolved incidents. Use only the close code defined on your ServiceNow instance.
   - [Optional] Select the **Include Veeam ONE Knowledge Base** information check box to mark incidents for knowledge base articles.

6. [Optional] In the **ServiceNow incident additional fields** section, click **Edit** and add additional **Name** and **Value** parameters to add additional fields relevant to your company's ServiceNow requirements. You must provide both the **Name** and **Value** in the same form as found in the ServiceNow REST API.
7. [Optional] In the **ServiceNow severity settings** section, click **Edit** and configure the ServiceNow impact and urgency levels that correspond to each Veeam ONE *Error*, *Warning* and *Information* alarm. To test that the severity settings match the correct values in your ServiceNow instance, click **Check available values**. To return the severity settings to their default values click **Back to default values**.
8. To test the connection settings, click **Test ServiceNow integration**.

   Veeam ONE will establish a connection to ServiceNow, create and resolve a test incident.

   If you select the **Enable ServiceNow integration** check box and do not test the connection, Veeam ONE will verify it before saving the server settings. Additionally, the connection is checked when each Server Settings item (*Mail Server Settings*, *Email Notifications* and so on) changes.

   [![ServiceNow Integration Settings](images/servicenow_configuration.png "ServiceNow Integration Settings")](images/servicenow_configuration.png){.toggle scale=82}

For details on ServiceNow alarm server settings, see [Configuring Alarm Notifications](configure_alarm_notification.md).