ServiceNow helps IT teams manage incidents and service operations at scale. With Atera’s ServiceNow integration, you can connect your ticketing workflows across both platforms, so Robin can help technicians keeping work moving with better visibility and less manual handoff.

Note: This integration is only available to IT departments.

Before you begin

Before setting up the integration, make sure you have:

• An active Atera account with access to the Robin feature.
• A ServiceNow instance name (your unique ServiceNow instance identifier).
• An active ServiceNow account with Admin permissions.

Step 1: Install the Atera Integration app

To connect Atera with ServiceNow, you'll first need to install the Atera Integration app from the ServiceNow store and make it available on your instance(s). This gives your ServiceNow environment(s) the components it needs to communicate with Atera.

To install the Atera app:

1. Go to the Atera Integration app page in the ServiceNow store.

2. Click Manage Entitlements.

The Manage Entitlements window appears.

3. Select the instances on which you want the Atera app to be available from the Available Instances list, and click the top arrow to move them to the Selected Instances list. Then click OK.

Note: You can update your selection after installing the app on the My Apps and Products page.

4. From the admin dashboard's top menu of each instance you selected, go to All > Application Manager.

The Application Manager page appears.

5. From the Available for you tab, click the Atera Integration card.

The Atera Integration page appears.

6. Click Install.

The Review Installation Details window appears.

7. Select the latest version and, under Installation schedule, choose you preferred option. Then click Install.

The Installation progress window appears.

8. Once the app is installed, you will see this message. You can click View Details to go back to the Atera Integration page in your Application Manager.

Follow steps 2 and 3 below to complete the integration setup.

Step 2: Create a ServiceNow user

Atera needs a dedicated ServiceNow user to handle incident activity on behalf of the integration. This user should be configured specifically for the integration and granted the permissions required to create incidents, add comments, and update ticket statuses, so the connection remains stable and easy to manage over time. 

To create a ServiceNow user:

1. Log in to your ServiceNow console

2. From the top menu of your admin dashboard, go to All > Organization > Users.

The Users page appears.

2. Click New (top right).

The User page appears.

3. Fill out the user info.

Note:

• We recommend using a clear, recognizable user ID for the integration user.
• The user must be set as Active.

4. Click Update (top right).

The user is created and appears on the Users page. Now you can configure their role permissions.

5. Select the user. 

The User page appears.

6. Scroll down and select the Roles tab. Then click Edit.

The Edit members page appears.

7. OAuth Scopes: Select the following scopes from the Collection list and click the top arrow to move them to the Roles list:

• itil: Provides the incident management permissions needed to create and manage incidents and related ticket activity in ServiceNow.
• x_atene_atera_in_0.atera_integration: Provides administrative access to the Atera ServiceNow integration's scoped application, including configuration settings, custom tables, field mappings, and integration-specific logic.

8. Click Save. 

Step 3: Configure the OAuth application credentials

To authorize the connection between Atera and ServiceNow, you’ll need to create an application record in ServiceNow and generate the client credentials for it. These credentials are used during setup in Atera and allow the integration to authenticate securely with your ServiceNow instance.

To add a ServiceNow Atera application record:

1. From the top menu, go to All > System OAuth > Inbound Integrations.

The Inbound Integrations page appears.

3. Click New integration.

The Select your application connection type window appears.

4. Select OAuth Client credentials grant.

The New Record page appears.

5. Enter the connection details:

• Name: Enter a unique name for the OAuth client application. We recommend using a clear, recognizable name that identifies it as the Atera integration.
• OAuth application user: Search for and select the user you created to manage the integration.
• Client ID: Copy and save the automatically generated Client ID. This value is used to identify the application.
• Client Secret: Copy and save the automatically generated Client Secret. This value is used to authenticate the application and obtain access tokens.
• Auth scope: Select 'useraccount' from the dropdown.

6. Click Save.

The application record is created and appears on the Inbound Integrations page.

7. From your Atera navigation panel, go to AI Center > Integrations > Integrations.

The Integrations page will appear.

12. Click the ServiceNow card.

The ServiceNow integration window appears. 

13. Make sure you've completed all the required setup steps, then click Next.

14. Fill in the required fields, then click Connect.

Congratulations, Robin is now connected to ServiceNow!