Integrate ServiceNow with ARM

Integrate ServiceNow with ARM

Step 1: Store your user's ServiceNow credential in ARM

This is an initial step where the user's ServiceNow credentials, such as username and password, are stored in ARM.

  1. Log in to your ARM account.

  2. Hover your mouse over the Admin module and click on the Credentials tab.

  3. Next, click on Create Credential from the right navigation bar.

  4. On the next pop-up screen, enter a Credential name.

  5. Choose the Credential Type as 'User name with Password.'

  6. Enter your ServiceNow username and password; we will store this encrypted.

  7. Please double-check that you are using your ServiceNow username instead of the email address that you use to log in to ServiceNow.

  8. Click Save.

Step 2: Integrate ServiceNow with ARM

  1. If you're logged out from your account, log in again into ARM with your credentials.

  2. Go to Admin > My Account section.

  3. Click on New ALM System under the ALM Management section.

  4. Select ALM type as 'SERVICENOW' from the dropdown.

  5. Enter the label name of your own choice.

  6. Enter your ServiceNow subdomain (e.g., https://[subdomain] in the URL field.

  7. Select the same user's credential created in Step 1.

  8. Click Test Connection to check whether the connection has been authenticated. If so, a ‘success’ message is displayed after the authentication is completed.

  9. Click Save and your ServiceNow integration is ready.

  10. Once you log in, ServiceNow is integrated with your ARM account, and you can start logging bugs and issues with just one click directly to ServiceNow.


ServiceNow OAuth access type is currently supported for Cloud versions only. This function is on-demand, so if you want to make it available for your organization, please get in touch with our experts at

Configuring ServiceNow Work Items in ARM

You and your team members have a provision to perform actions on ServiceNow issues or update the ServiceNow work items while running a commit or during a CI job.

In EZ-Commit

In the EZ-Commit screen and under the Post Commit section, you should:

  1. Select the checkbox: Update ALM Workitem Status

  2. Select the ALM type as SERVICENOW.

  3. Select the ALM Label, project, sprint and ALM work item for which the commit is planned.

  4. Select the work item and the status.

  5. Once the changes are committed to the version control system, the status of the ALM work item is updated and reflected in your ALM system.

In CI Job

Important Notes:

Configuring the ServiceNow work items is applicable to the following CI jobs:

  • Package from Version Control

  • Deploy from Version Control

  • Deploy from the SFDX branch to a Salesforce Org

  • Install an Unlocked Package from a Version Control Branch

  1. Go to the Build section under the New Create CI Job screen.

  2. Select the Map ALM Project (Ex: ServiceNow) checkbox.

  3. Go to the ALM section. Here you can configure the work item type status in ServiceNow ALM to include in the build.

  4. Select the ALM type as SERVICENOW.

  5. Select the ALM Label and its related Projects.

  6. The active sprint(s) for the above-selected Project will be available in the Sprint dropdown. ARM has given provisions for you to update multiple sprints related to tasks or bugs and update the status on the go when running the CI Job. You can select either one of the sprints or, if you wish to update the status for all the sprints, leave it as default, i.e., keep 'All Active Sprints' in the selected mode.

  7. Select the Work Item type. Here you can select multiple work items to update the status for in your ALM. To use all the work item types, keep the 'All Work Item Type' option selected by default.

Based on the above work item selected, you need to update the status for each work item type. See the screenshot below.

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