ServiceNow settings

ServiceNow is an enterprise platform that delivers IT service management (ITSM), IT operations management, IT business management, and other enterprise service management solutions. By integrating the product with ServiceNow, you can perform Active Directory management actions such as user creation and modification, password resets, account enablement or disablement, group membership changes, and more, directly from the ServiceNow interface.

You can configure and manage multiple product servers from a single ServiceNow instance, and select the required server while performing AD management actions or raising requests.

How the ServiceNow integration works

The integration uses REST APIs to enable communication between ServiceNow and the product. When a technician initiates an AD management action, or when a requester raises an incident through the ServiceNow Service Catalog, the request is routed to the configured product server using the technician's authtoken for authentication. The product then executes the requested action against Active Directory and returns the result to ServiceNow.

Each configured product instance maintains its own authtoken and user mappings, ensuring that actions are scoped and authenticated independently. ServiceNow technicians can be associated with specific product instances. A single ServiceNow instance can connect to multiple product servers to support multi-domain or distributed environments. If the product is hosted on-premises and not directly reachable from ServiceNow, a MID Server can be used to relay the request securely.

Prerequisites

• ADManager Plus must be running build 7064 or later.
• Enabling ServiceNow in ADManager Plus requires either Admin or a Help Desk Technician permissions with delegated access to ServiceNow integrations.
• To customize the user creation form in ServiceNow, ADManager Plus must be running build 7180 or later, and the ServiceNow plugin version must be 2.0.2 or later.
• Technician authtokens must be generated from the default admin account in the product by navigating to Delegation > Configuration > Technician Authtokens before configuring the integration or associating users in ServiceNow.
• The ADManager Plus plugin must be downloaded and installed from the ServiceNow Store.
• If you plan to use a MID Server both the MID Server and ADManager Plus must be on the same network.
• Users must be assigned the required plugin role:
  • x_manen_admanager.admanager_admin,
  • x_manen_admanager.admanager_operator,
  • x_manen_admanager.admanager_requester.

Steps to integrate ADManager Plus with ServiceNow

1. Log in to ADManager Plus.
2. Navigate to Admin > System Settings > Integrations.
3. Under ITSM/Help Desk Tools, click ServiceNow.
4. In the ServiceNow URL field, enter the URL for integration.
5. Click Test Connection and Save to establish a connection and save the settings.

Note The Enable Integration toggle is turned on by default. Toggle it off to disable the ServiceNow integration.

Steps to configure the ADManager Plus integration in ServiceNow

1. Download and install the ADManager Plus plugin from the ServiceNow Store.
2. In the navigation bar, click All and expand ADManager Plus.
3. Navigate to Configuration and select Setup.
4. On the page that opens, click Integrate Now!.

   

5. To add a new ADManager Plus server instance, click +Add Instance on the Configured Instances page.
6. Fill in the following fields:
   • Instance Name: Enter a unique name to identify the product server instance in ServiceNow.
   • ADManager Plus URL: Enter the URL of the product server that you want to configure.
   • Use MID Server: Enable this option to communicate with the product through a MID Server, then choose the MID Server from the list of available servers.

   

7. Click Next.
8. Enter the ServiceNow technician's authtoken in the Authtoken field, and click Validate to fetch the associated technician from the product.
9. Once the technician's details are auto-populated in the ADManager Plus Technician field, click Finish.

Managing multiple ADManager Plus server instances

The Configured Instances page displays all configured product servers in a single table. Each row shows the instance name, product URL, connection status, product technician, and authtoken.

To register a new ADManager Plus server, click the +Add Instance button above the table and follow the steps to integrate ADManager Plus in ServiceNow.

The following per-row controls are available on each entry in the table:

• Edit: Click Edit on the row to update the instance's URL, MID server selection, or admin authtoken. The instance name can also be changed, provided the new name remains unique.
• Delete: Click Delete on the row to remove the instance. Associated user mappings, form customizations, and saved authtokens for that instance are removed at the same time. Existing request records and audit log entries that reference the deleted instance are retained for audit purposes.

Associate ServiceNow users with ADManager Plus instances

You can associate ServiceNow users with product instances and configure their authtokens for the selected instance.

1. In ServiceNow, navigate to All > ADManager Plus > Configuration > Associate User.
2. Click Associate Users.
3. Search and select the ServiceNow user in the Select ServiceNow User field.
4. Select the instance to associate with the technician in the Select Instance drop-down.
5. Enter the technician's authtoken in the Enter Authtoken field.
6. Click Validate.

Roles and permissions

The ADManager Plus plugin for ServiceNow includes three roles that determine what users can view and perform in ServiceNow.

How to perform an AD management action in ServiceNow

Admins and operators can perform supported Active Directory management actions directly from ServiceNow.

To perform an Active Directory management action:

1. Log in to ServiceNow.
2. Click All and expand ADManager Plus.
3. Select the desired user management action or file management action from the list of actions.
4. If multiple ADManager Plus instances are configured, select the target instance from the Instance Name drop-down before filling action-specific fields.
5. Fill in the required fields and click Submit.

Note When only one product instance is configured, the Instance Name drop-down is hidden.

You can also raise a request to perform these actions from ServiceNow Service Catalog after adding Active Directory Management as a category.

1. Navigate to All > Self-Service > Service Catalog.
2. Click the + icon located in the top-right corner.
3. Select Active Directory Management and click Add here.
4. Select the desired user management action and fill in the required fields.
5. Click Submit.

Note Users with the Requester role can only raise requests from the Service Catalog. These requests are created as incidents and must be reviewed and executed by users with Admin or Operator roles.

To respond to an incident:

1. Navigate to All > Self-Service > Incidents.
2. Click the incident that you'd like to review from the list of incidents.
3. On the page that opens, right-click the form header to access the form context menu.
4. Select the corresponding user management action in the form context menu, such as Create AD User for a user creation request.
5. Review the fields and their values, including the target instance the request was raised against, and click Submit.

How to customize the user creation form in ServiceNow

To customize the user creation form in ServiceNow:

1. Log in to ServiceNow.
2. Navigate to All > ADManager Plus > Configuration > Actions.
3. Hover over Create User and click the edit icon that appears.
4. Under User Creation Fields:
   • Add and remove fields to the Selected Fields section using the side arrows. Only the fields in the Selected Fields section will be available in the user creation form.
   • Move and arrange the fields using the up and down arrows next to the section.
   • To make a field mandatory, hover over the field and click Set as Mandatory.
5. Click Save to apply the changes.

Actions supported

The following AD management actions are supported from ServiceNow:

• Provision users
• Reset passwords
• Enable or disable AD user accounts
• Unlock AD user accounts
• Add users to groups or remove users from groups
• Set or revoke folder permissions
• Delete AD user accounts
• Modify department and manager attributes

Tips

• Review user-to-instance associations periodically, especially when technicians change roles or move between teams.
• Keep the ServiceNow user creation form limited to fields that technicians must complete during request submission or action execution.