---
title: "ServiceNow Integration App Setup Guide"
canonical: "https://ai-docs.certero.com/space/CUP/217284639/ServiceNow%20Integration%20App%20Setup%20Guide"
format: markdown
---
# ServiceNow Integration App Setup Guide

This guide walks you through installing, configuring, and running your first synchronization with the Certero ServiceNow Integration App.

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## Pre-Requisites

Before beginning setup, confirm the following:

### Certero Platform

- Certero Unified Platform with API access enabled.
- API key created (see Step 1 below).
- Platform accessible via HTTPS from your ServiceNow instance.

### ServiceNow Instance

- ServiceNow release: **Xanadu**, **Yokohama**, **Zurich**, or later.
- Admin role to install applications.
- CMDB module enabled.
- IRE (Identification and Reconciliation Engine) enabled.

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## Step 1: Create a Certero API Key

You create your own API key directly in the Certero platform, by following the steps outlined below.

1. Log in to your Certero platform.
2. Navigate to **Administration > API Keys.**
3. Click **Create** to generate a new API key.
4. Note the **API username** and **API password** as you will need these for the ServiceNow app configuration.

> 📝 **NOTE:** These credentials are different from your standard Certero login. The API key provides dedicated access for the ServiceNow integration.

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## Step 2: Install the App from the ServiceNow Store

1. In your ServiceNow instance, navigate to **System Applications > All Available Applications > All**.
2. Search for **"Certero"**.
3. Select the Certero application and click **Install**.
4. Review and accept the terms and conditions.
5. Wait for installation to complete (typically 2–5 minutes).

After installation, verify the **Certero** menu appears in the application navigator (left sidebar).

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## Step 3: Assign the Administrator Role

Management of the Certero app requires the `x_certe_certero.user` role.

1. Navigate to **System Security > Users and Groups > Users**.
2. Select your user account.
3. Switch to the **Roles** tab and click **Edit**.
4. In the filter text box, enter: `x_certe_certero`.
5. Select the `x_certe_certero.user` role.
6. Click the **>** arrow to assign the role, then click **Save**.

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## Step 4: Configure API Settings

1. Navigate to **Certero > Settings**.
2. Enter the following required properties:

| Property | Value | Notes |
| --- | --- | --- |
| **API URL** | Your Certero platform URL | See accepted formats below. |
| **API Username** | Username from your API key | Created in Step 1. |
| **API Password** | Password from your API key | Created in Step 1. |

3. Click **Save**.

### Accepted API URL Formats

The app automatically normalises the URL you enter. All of the following formats are accepted:

| You Enter | App Resolves To |
| --- | --- |
| `your-company.certero.com` | `https://your-company.certero.com/api/odata` |
| `your-company.certero.com/api` | `https://your-company.certero.com/api/odata` |
| `https://your-company.certero.com` | `https://your-company.certero.com/api/odata` |
| `https://your-company.certero.com/api/odata` | `https://your-company.certero.com/api/odata` |

> ℹ️ **HINT: **The simplest option is to enter just the hostname (e.g., [your-company.certero.com](http://your-company.certero.com) and let the app construct the full URL automatically.)

### Optional Settings

| Property | Default | Description |
| --- | --- | --- |
| **Page Size** | 5000 | Records per API call (maximum 5000) |
| **Debugging** | Off | Enable detailed logging for troubleshooting |
| **Log Retention** | — | Number of days to keep sync history records |

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## Step 5: Review Data Sources

The app comes pre-configured with data sources for each platform and entity type.

1. Navigate to **Certero > Data Sources**.
2. Review the list of available data sources:

| Platform | Entity Types |
| --- | --- |
| **Windows** | Computer, Disk, Memory, Network, Software, Software Install, Volume |
| **macOS** | Computer, Disk, Memory, Network, Software, Software Install, Volume |
| **Linux** | Computer, Disk, Memory, Network, Software, Software Install, Volume |
| **Network** | Device |

3. To enable or disable a data source, select it, check or uncheck **Active**, and click **Update.**

> 📝 **NOTE:** Disabled data sources are skipped during synchronization.

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## Step 6: Run Your First Sync

### Trigger Manual Sync

1. Navigate to **Certero > History**.
2. Click the **Sync Now** button at the top of the list.
3. A new history record will be created with status **Pending**.
4. The sync will begin processing automatically.

> 📝 **NOTE:** You can also trigger a sync from **Certero > Data Sources** using the **Sync Now** button.

### Monitor Progress

Stay on the **History** page and refresh to see status updates. Click on a history record to view detailed messages.

| Status | Meaning |
| --- | --- |
| **Pending** | Queued, waiting to start |
| **Running** | Currently processing |
| **Completed** | Finished successfully |
| **Failed** | An error occurred — check the messages for details |

### Expected Sync Duration

| Environment Size | Approximate Computers | Estimated Time |
| --- | --- | --- |
| Small | Under 1,000 | 5–10 minutes |
| Medium | 1,000 – 10,000 | 15–30 minutes |
| Large | 10,000 – 50,000 | 1–2 hours |
| Enterprise | 50,000+ | 2–4 hours |

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## Step 7: Configure Scheduled Sync

To set up automatic recurring synchronization:

1. Navigate to **System Definition > Scheduled Jobs**.
2. Enter **"Certero"** in the list filter.
3. Select the **Certero Synchronization** scheduled job.
4. Set the desired run frequency and time.
5. Ensure **Active** is checked.
6. Click **Update.**

### Recommended Schedules

| Environment Type | Recommendation |
| --- | --- |
| High-change environments | Every 4–6 hours |
| Standard environments | Daily (during off-hours) |
| Stable environments | Weekly |

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## Step 8: Verify Your Data

After the first successful sync, verify the data in your CMDB:

1. Navigate to **Configuration > CMDB > CI Class Manager**.
2. Check CI counts for synced classes (e.g., `cmdb_ci_computer`, `cmdb_ci_software`).
3. Open sample CIs and verify the data is accurate.
4. Confirm the **Discovery Source** field is set to **"Certero"**.

### Post-Setup Checklist

- [ ] API settings configured with valid credentials.
- [ ] Initial sync completed successfully.
- [ ] CI counts match expected inventory.
- [ ] Sample CIs contain correct data.
- [ ] Scheduled job is active.
- [ ] History shows successful runs.

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## Customising Field Mappings (Optional)

You can modify which Certero fields map to which ServiceNow CI fields:

1. Navigate to **Certero > Data Sources**.
2. Select a data source.
3. Scroll to the **Related List** at the bottom of the form to view field mappings.
4. Click on the transform map link to add, remove, or update mappings.

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## On-Premises Deployments

If your Certero platform is hosted on-premises and is not directly accessible from the internet, additional network configuration is required.

The Certero app makes outbound REST API calls **from the ServiceNow cloud instance** to your Certero platform. This means:

- **Cloud-hosted Certero:** No additional setup required.
- **On-premises Certero behind a firewall:** The Certero API endpoint must be made accessible from the internet.

### Connectivity Solutions

| Approach | Description |
| --- | --- |
| **Reverse proxy** | Expose the Certero OData API through a reverse proxy (e.g., IIS ARR, NGINX, Azure App Proxy) with HTTPS |
| **Firewall rule** | Allow inbound HTTPS (port 443) from ServiceNow's cloud IP ranges to the Certero server |
| **VPN / secure tunnel** | Establish a site-to-site VPN between your network and ServiceNow's cloud |

> ℹ️ The reverse proxy approach is the most common solution. If you already have a reverse proxy or WAF in front of other services, adding the Certero OData endpoint is straightforward.

### Important Notes for On-Premises

- The API URL in **Certero > Settings** must use a publicly resolvable hostname (e.g., `certero-api.yourcompany.com`). Internal hostnames like `certero-server.internal.local` will not resolve from ServiceNow's cloud.
- A valid, trusted SSL/TLS certificate is required. Self-signed certificates will cause connection failures.
- The Certero app does not support routing API calls through a ServiceNow MID Server.

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