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Supported Data Models

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Write & Passthrough Endpoints

ServiceNow ITSM supports ticket creation, updates, and bulk operations via the ITSM Write Endpoints. Passthrough endpoints are also available for listing assignable users and searching tickets in real time. ServiceNow uses incident and problem tables instead of projects. When creating tickets, set type to "Incident" or "Problem" — no project ID is required.

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Required Parameters

These parameters are mandatory for the connector to authenticate and function properly.

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Creating a ServiceNow User for Leen Integration

This guide walks you through creating a ServiceNow user and assigning the appropriate roles to enable Leen to connect and interact with your ServiceNow instance.

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Create a User

  1. Login to ServiceNow portal using admin privilges.
  2. Navigate to All > User Administration > Users
  3. Select New
  4. Fill in the mandatory fields on the form:
    • User ID - This will be used as the username in the Leen connection
    • Complete all other required fields and save the record
  5. Set up the user’s password:
    • After saving, select Set Password
    • Create a password that can be permanent or temporary
    • Copy this password for use in the Leen connection configuration
📝 Password Configuration Notes:
  • If you check Password needs reset, the user will be required to change the password during first login
  • For API-only access where the user doesn’t need ServiceNow UI access, you can set appropriate restrictions

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Assign Roles

  1. Navigate to All > User Administration > Users
  2. Open the previously created user record
  3. Scroll down to the Roles related list
  4. Click Edit
  5. Assign following roles by dragging them from the left bucket to the right:

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Role Options

  1. Select Save to apply the role assignments

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Additional Configuration (Optional)

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Table Access

By default, the itil role provides access to core ITSM tables including:
  • Incidents (incident)
  • Problems (problem)
  • Changes (change_request)
  • Service Requests (sc_request)
  • Tasks (task)
If your organization uses custom ITSM tables or has additional security restrictions, you may need to grant the integration user additional read permissions to those specific tables.

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API Rate Limits

ServiceNow enforces API rate limits based on your subscription tier. Ensure your instance has sufficient API capacity for the integration’s sync frequency. Contact your ServiceNow administrator if you encounter rate limiting issues.