ServiceNow Integration App Setup Guide
ServiceNow Integration App Setup Guide
This guide walks you through installing, configuring, and running your first synchronization with the Certero ServiceNow Integration App.
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.
Step 1: Create a Certero API Key
You create your own API key directly in the Certero platform, by following the steps outlined below.
Log in to your Certero platform.
Navigate to Administration > API Keys.
Click Create to generate a new API key.
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.
Step 2: Install the App from the ServiceNow Store
In your ServiceNow instance, navigate to System Applications > All Available Applications > All.
Search for "Certero".
Select the Certero application and click Install.
Review and accept the terms and conditions.
Wait for installation to complete (typically 2–5 minutes).
After installation, verify the Certero menu appears in the application navigator (left sidebar).
Step 3: Assign the Administrator Role
Management of the Certero app requires the x_certe_certero.user role.
Navigate to System Security > Users and Groups > Users.
Select your user account.
Switch to the Roles tab and click Edit.
In the filter text box, enter: x_certe_certero.
Select the x_certe_certero.user role.
Click the > arrow to assign the role, then click Save.
Step 4: Configure API Settings
Navigate to Certero > Settings.
Enter the following required properties:
Property | Value | Notes |
|---|
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. |
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 |
|---|
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 |
HINT: The simplest option is to enter just the hostname (e.g., your-company.certero.com and let the app construct the full URL automatically.)
Optional Settings
Property | Default | Description |
|---|
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 |
Step 5: Review Data Sources
The app comes pre-configured with data sources for each platform and entity type.
Navigate to Certero > Data Sources.
Review the list of available data sources:
Platform | Entity Types |
|---|
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 |
To enable or disable a data source, select it, check or uncheck Active, and click Update.
NOTE: Disabled data sources are skipped during synchronization.
Step 6: Run Your First Sync
Trigger Manual Sync
Navigate to Certero > History.
Click the Sync Now button at the top of the list.
A new history record will be created with status Pending.
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 |
|---|
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 |
|---|
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 |
Step 7: Configure Scheduled Sync
To set up automatic recurring synchronization:
Navigate to System Definition > Scheduled Jobs.
Enter "Certero" in the list filter.
Select the Certero Synchronization scheduled job.
Set the desired run frequency and time.
Ensure Active is checked.
Click Update.
Recommended Schedules
Environment Type | Recommendation |
|---|
Environment Type | Recommendation |
|---|---|
High-change environments | Every 4–6 hours |
Standard environments | Daily (during off-hours) |
Stable environments | Weekly |
Step 8: Verify Your Data
After the first successful sync, verify the data in your CMDB:
Navigate to Configuration > CMDB > CI Class Manager.
Check CI counts for synced classes (e.g., cmdb_ci_computer, cmdb_ci_software).
Open sample CIs and verify the data is accurate.
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.
Customising Field Mappings (Optional)
You can modify which Certero fields map to which ServiceNow CI fields:
Navigate to Certero > Data Sources.
Select a data source.
Scroll to the Related List at the bottom of the form to view field mappings.
Click on the transform map link to add, remove, or update mappings.
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 |
|---|
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 |
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.