ServiceNow Advanced Settings

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Note
Advanced settings can either apply to all connections for this adapter or to a specific connection. Refer to Advanced Configuration for Adapters.

You can use Advanced Configuration settings to fine-tune how the ServiceNow adapter fetches data. These settings can be applied globally to all adapter connections, or customized for individual connections.

Per-connection customization is useful when you need multiple fetch cycles for the same data source, for example:

A light, frequent fetch for quick updates.
A less frequent, more resource-intensive fetch for deeper data collection.

Accessing Advanced Configuration

Navigate to the Adapters page → search for ServiceNow → click on the adapter tile.
On the left menu, select Advanced Configuration under Advanced Settings.

Advanced Configuration Parameters

At the top of the Advanced Configuration, you can choose asset types that are relevant to specific advanced configurations.

From the dropdown, select one or more asset types.
The relevant advanced configurations are displayed.
Next to certain configurations, you can find a small info icon. Hover over the icon to see more information.
The Advanced Configuration page is divided into sections, which can be collapsed to make it easier to navigate.

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Note
When an advanced setting needs to read a certain table, you need to have access this table. The relevant tables are listed as "Required Permissions" when you hover over the information icon of the setting, as demonstrated in this image.

Fetch Settings

Assets sub-tables to fetch - By default, Axonius fetches all sub-tables of assets. To filter out sub-tables of assets from the fetch, deselect one or more of the options in the table.
Table Schema Mapping - Map Service Now tables to Axonius entity types, specifying the table name, with optional query criteria and fields to retrieve. See Table Schema Mapping for more information.
Table View Settings - Use this to configure the 'sysparm_view' parameter per table, in cases when you need to fetch fields that are not available on the default view. Each table can only be specified once. Multiple views per table can be specified.
Custom Assets schema for Devices, Business Applications, Databases - Use these settings to add a JSON file to fetch information from one object to another. See Custom Asset Schema for more information.
Custom users schema - Use these settings to add a JSON file to fetch information from one object to another. See Custom Asset Schema for more information.
Fetch users data for devices (default: Enabled) - Select this option to fetch user data and add relevant user fields to the devices (for example: Owner, Assigned To, etc.).
- The Users table in ServiceNow is a large table. Therefore, if you are running Axonius on-premises, fetching this data requires more time, RAM, and CPU from the adapter's connections.
Fetch last user transaction from syslog_transaction table - Select this option to fetch and parse the latest transaction (from syslog_transaction table) for each ServiceNow user, to the field "Last Transaction".
Use existing user data during device fetching - Select this option to add various user fields to the devices (for example: Owner, Assigned To, etc.) based on the associated Users Assets fields. The Fetch users data option will be ignored.
Fetch roles for users - Select this option to fetch the roles used by each user.
Fetch only parsed fields for users - Enabled to fetch only parsed fields from ServiceNow.

If disabled (default setting), fetches all fields from ServiceNow, shows them all in "view advanced" section and parses only the fields required.

Ignore SaaS Applications Repository and parse all applications - Select this option to fetch all applications even if they are not in the Axonius SaaS Applications Repository.
Use the software sys_id as the SaaS Application ID - This setting is useful when a software name matches multiple entries in the SaaS Applications Repository. Enable it to maintain ID uniqueness when the fetch returns duplicate records. For example, when this is enabled, software names such as "Figma" and "Helios Figma" are treated as two different applications. When this is disabled, "Figma" and "Helios Figma" are treated as one application in case "Helios Figma" not in the repository.
Fetch users active extensions from 'v_plugins' - Select this option to fetch active extensions.
Fetch groups - Select this option to fetch ServiceNow groups as assets.
Fetch roles - Select this option to fetch ServiceNow roles as assets.
Fetch entities from 'cmdb_ci_ip_network' as Networks assets - Select this option to fetch entities from 'cmdb_ci_ip_network' as Networks assets.
Fetch properties settings - Select this option to fetch general ServiceNow settings.

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Note
To fetch properties settings, ensure that there are no ACL configurations blocking the records from the sys_properties table in ServiceNow.
Fetch password policy settings - Select this option to fetch password policy related settings.
Fetch Activities From X Days Ago - Enter the number of days to retrieve recent activities information.
Fetch dynamic dropdown values - When selected, field values for the dynamic dropdown lists in the related Enforcement Actions are fetched and populated into the lists.
Fetch active compliance policy exceptions from 'sn_compliance_policy_exception' - Select this option to link 'active' compliance policy exceptions as identified by ServiceNow Governance, Risk and Compliance (GRC) to the respective devices.
Fetch model information from 'cmdb_model' (default: Enabled) - Enable this setting If the 'model_id' field value is a reference to the cmdb_model table.
- If enabled, this adapter will use the reference in the 'model_id' field to fetch the device_model and device_manufacturer from the cmdb_model table.
- If disabled, this adapter will fetch only the value of the 'model_id'.
Fetch active model lifecycle information from 'cmdb_hardware_model_lifecycle' - Select this option to fetch active model lifecycle information from the cmdb_hardware_model_lifecycle table and parse it as a list object named "Model Lifecycle".
Fetch NIC information from 'cmdb_ci_network_adapter' table (default: Enabled) - If enabled, this adapter will fetch network interface information from the cmdb_ci_network_adapter table and from the matching cmdb_ci_ip_address table.
Fetch Platform Offering from 'service_offering' table - Select to fetch information from the 'service_offering' table and enrich the device with the service offer name if a direct reference exists between the device and the table. Check the Fetch device relations field to search for a relation between the service offering and the device and create a new structure for the device called "CMDB Service Offering" with the details of the service offering.
Fetch Software package information from 'cmdb_sam_sw_install'/'cmdb_software_instance' table - Select this option to fetch software package information from the 'cmdb_sam_sw_install'/'cmdb_software_instance' table.
Fetch CI key-values(tags) information from cmdb_key_value table - Select this option to fetch the table cmdb_key_value and enrich each device that has matching key-value records in the cmdb_key_value table.
Fetch running processes information from cmdb_running_process table - Select this option to fetch running processes information.
Fetch ALM information from alm_asset and alm_stockroom table - By default Axonius fetches additional data for existing devices from alm_asset table. Clear this option if you do not want to fetch ALM information.
Fetch Device contract information from 'ast_contract' for the following parent contract numbers - Specify a comma-separated list of parent contract numbers. This option requires the 'Contract Management' plugin.
- If supplied, this adapter will fetch contract information (number, short description) for the specified list, and will add the contract information to the devices associated with the contract (Contracts complex field), based on the relationship defined in ServiceNow.
- If not supplied, this adapter will not fetch contract information.
Fetch Device divestiture contract information from 'ast_contract' for the following parent contract numbers - Specify a comma-separated list of parent contract numbers. This option requires the 'Contract Management' plugin.
- If supplied, this adapter will fetch divestiture contract information (number, short description) for the specified list, and will add the divestiture contract information to the devices associated with the contract (Divestiture Contracts complex field), based on the relationship defined in ServiceNow.
- If not supplied, for this adapter will not fetch divestiture contract information.
ServiceNow Fields are true - Enter one or more parameters, separated by commas, and filter only devices where these parameters are true. If the device does not have the field, the device is fetched.
Fetch PC Attributes - Fetch device PC Attributes from the 'u_pc_attributes' table, where u_type=Attributes
Fetch Device CI Exceptions - Select this option to fetch records from the u_configuration_item_exception table and enrich the device with related exception information such as exception name, reason, related software etc.
Fetch Portfolio fields from u_ip_portfolio_mapping table - Select this option to fetch Portfolio fields in the u_ip_portfolio_mapping table.
Fetch common cost center details - Select this option to fetch information from the cmn_cost_center table.
Fetch Table Hierarchy - Select this option to create the table hierarchy of a device.
Enrich CMDB CI Associations - Select this option to enrich each device with the services that the devices are associated with.

Relationships Settings

Fetch Assets Relations - Select this option to fetch assets relations from the cmdb_rel_ci.
Fetch upstream related Application from 'cmdb_ci_appl' table - Select to fetch information from the 'cmdb_ci_appl' table about applications related to a device.
Fetch upstream related Application Services information - Select this option to parse information from the Application Services table (cmdb_ci_service_discovered) of any application service existing in a device upstream relations.
Fetch upstream related Application Services extended information - Select whether to fetch information from the cmdb_ci_service_auto table and additional fields from the cmdb_ci_service_discovered table not fetched by the Fetch upstream related Application Services information parameter.
Fetch upstream related FCI details from 'u_applications' - Select this option to fetch information from u_applications table and enrich devices with it.
Fetch upstream related Certificate information from 'cmdb_ci_certificate' - Select this option to fetch the certificate information of device assets from ServiceNow.
Fetch Assets upstream related Business Application - Select to fetch upstream related Business Application from the cmdb_rel_ci and cmdb_ci_business_app tables.
Fetch upstream related Business Application - Select whether to fetch the Business Application information of device assets from ServiceNow.
Populate Business Application with downstream Application Services information - Select this option to enrich the device 'CMDB Business Applications' field entries with downstream Application Services information.
Populate device and applications upstream and downstream fields - Select this option to populate the "upstream" and "downstream" fields for devices and applications.
Upstream / downstream fields: display as flat list - Select to display the Upstream and Downstream field values for Devices as a flat list rather than a graph. The Relation Depth displayed in this format is greater - up to 10.
Devices: Unset Downstream and Upstream fields if not populated in fetch results (optional, default: disabled) - Select this option to automatically clear existing field values in the Downstream and Upstream complex object fields on devices when no new values are returned during a ServiceNow fetch. This is useful for optimizing 'delta fetches' (double fetching)

Parsing Settings

Custom Raw fields mapping - Enter a JSON file to duplicate raw fields to different raw fields. This will enable the adapter to treat the asset like a classic ServiceNow asset (rather than a proprietary one).
Custom Parsing - Enable this option to define how to parse specific fields from the raw data fetched. . You can choose to parse the data into an already existing field, or create a new one. See Adapter Custom Parsing for more information.
Device hostname parsing preferences - This section includes custom hostname parsing options for Devices, including fallback options when the hostname is missing from the raw data. Toggle on Enable custom hostname parsing to reveal the following options:

a. Remove domain suffix from hostname field - Select this option to remove the domain suffix from the ServiceNow Hostname field.

b. Select hostname fallback option - Select a fallback option in case hostname is missing:
- Default fallback options - use alias or fqdn
- Use asset_tag raw device field as hostname fallback - Select this option to take the hostname value from the asset_tag ServiceNow field value (instead of from the name).
- Use ci field as name and hostname when they are missing - Select this option to use the ci field as the name and hostname when they are missing.
- Use asset name as hostname fallback
c. Select hostname parsing option - Select how to parse the device hostname:
- Default parsing order
- Use dns_domain device raw field as hostname - Select this option to to take the hostname value from the dns_domain ServiceNow field value (instead of from the name).
- Use asset name as hostname
- Use referenced ci field (cmdb_ci) as name and hostname - Select this option to use the referenced ci field (cmdb_ci) as the name and hostname.
- Custom hostname source preference order - When selected, a Hostname source preference order is revealed. Here you can select the order of raw fields to use for the device hostname. The system will use the first available field in the order you define. The default order is host_name, fqdn, u_fqdn. You can also click Add fallback hostname raw field to create a custom hostname raw field. Click X next to each row to remove it from the order.
Parse IP addresses from device raw "ip_address" field_* - Select this option to parse IP addresses from the device raw "ip_address" field.
Use 'cmdb_ci' table instead of 'alm_asset' table for install status and location - Select this option to collect the location and Install Status directly from the record instead of from the 'alm_asset' table.
Parse operational status - Select this option to parse the operational status from the 'operational_status' field.
Populate the Device Company field with z_support_group_manager_company - Select this field to populate the Device Company field in the adapter basic view with the "z_support_group_manager_company" data.
Populate the Device Company field with z_assigned_to_company - Select this field to populate the Device Company field in the adapter basic view with the "z_assigned_to_company" data.
Populate the Device Owner based on assigned_to parsed field - Select this option to populate the Axonius owner aggregated field based on the ServiceNow "assigned to" field instead of the "opened by" field.
When company does not exist, use owner as Company - If the "company" field value in a device doesn't exist, it will use the device owner as the company value.
Use "asset" raw device field as Asset Name - Use the value of the device's "asset" raw field as the value for Asset Name. This setting applies only to devices.
RAM from source in GB - Select this option to display the RAM data fetched from ServiceNow in GB memory units instead of MB memory units.
Parse only IPv4 for devices (exclude IPv6) - Select whether to only parse IP addresses in IPv4 format for devices. By default Axonius parses IP addresses both in IPv4 format and IPv6 format.
Extract software version and name from Software Name - Select this option to extract the correct software name and version when the field fetched by ServiceNow does not contain this correctly.
Use sys_id as device ID (Might cause device duplication) - Select this option to only use the devices' sys_id field for the adapter device ID (recommended if the device name might change). If you enable this after the first fetch has already been done, it might cause duplicate devices.
Use ServiceNow Domain in Asset ID (Might cause device duplication) - Select this option to only use the ServiceNow Domain in the Asset ID. If you enable this after the first fetch has already been done, it might cause duplicate devices.
Always populate serial number - When selected, Device Manufacturer Serial is parsed even if it contains exclusion keywords, such as "VMware Virtual Platform".
Enter additional date fields to consider as 'last seen' (comma separated) - Enter values (comma separated) from fields to calculate the 'Device last seen field'.
Append device model to OS string if are following strings in model field - Models containing one of the strings entered in this field (separated by commas) are appended to the OS string.
Do not add serial number metadata (optional) - Select this option so that metadata such as "VMWare-", "VMWare Inc.", "VMWare Virtual Platform" and any other device model data will not be added to ServiceNow serial numbers.
Use "VM Object ID" as "AWS Cloud ID" - Use this setting to use the VM Object ID to identify AWS Cloud IDs. When you select this option, if the value of the object_id confirms to the following rules:
- getting vm_object_id from object_id,
- if vm_object_id starts from 'i-' and length > 10 Then Axonius uses the value of the object_id in the device.cloud_id field.
Enrich devices with SecOps Vulnerable Items - Select this option to enrich the devices with open VITs from the sn_vul_vulnerable_item table.
Specify Class Names (Tables) to parse as Network Device assets - Enter device class names to locate for fetching devices as Network Device assets.
Users Email include list - Enter a comma-separated list of email strings. Only users whose email addresses contain any of these strings will be fetched. The strings don't need to be full email addresses, partial matches are allowed because the filter uses a Contains search.
Resolve Username based only on name field - Select this option so that the Username field in Axonius will display the value of the name field in the ServiceNow record.
Clear Network Interfaces if MAC addresses are not found - Select this to remove previous network interfaces from the device's MAC Address field if no MAC addresses are found (the mac_address field in the cmdb_ci_network_adapter table is empty).

Filtering Settings

Ignore retired devices and other assets that have not been seen by the source in the last X hours (optional) - Enter 1 or more hours to ignore retired devices that have not been seen by the source. A value of 0 means to fetch all devices.
Do not use 'Last Seen' for the following tables -
- Enter one or more ServiceNow table names separated by commas that will not be filtered by 'Last Seen'. This capability overrides the Table Schema Mapping query
- To avoid calculating 'Last Seen' for all devices, enter * in the field.
Use 'last_discovered' device field exclusively as 'last_seen' - Select this option to compute the 'last_seen' field from the 'last_discovered' raw field, if this field does not exist 'last_seen' will not exist.
- When disabled, this adapter will use max('last_discovered', 'sys_updated_on') to compute last_seen.
Use the following field when filtering last updated (optional) - Enter a ServiceNow field name to be used as the field that Axonius filters by for the following configurations Fetch devices updated in ServiceNow in the last X hours and Fetch users updated in ServiceNow in the last X hours
- If a field is set, this adapter will fetch devices or users which have the set field that was updated in the time defined.
- When not supplied, this adapter will fetch devices or users which were last updated according to the 'sys_updated_on' ServiceNow field.
Do not fetch devices or users marked as excluded - Select this option to fetch assets that have the u_exclude_from_discovery field set as True in ServiceNow.
- If disabled, this adapter will fetch all assets from ServiceNow.
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As a prerequisite, u_exclude_from_discovery field must be created and defined in ServiceNow as a Boolean field.
Exclude disposed and decommissioned devices - Select this option to not collect information on devices if their status in ServiceNow is 'Disposed' or 'Decommissioned'.
Save only virtual devices - Select this option to save only devices with virtual or u_is_virtual fields set to true.
Exclude VMs tables - Select this option to not collect device assets from tables in ServiceNow that are related to Virtual Machines.
Do not fetch devices without IP address, MAC address and serial number - Select this option to only collect information of devices if they have an IP address, MAC address, and serial number.
Save only active users - Select this option to save only users with active field set to true.
Install status filter (optional)
1. Select the filter type - Exclude or Include.
2. Provide a comma-separated list of one or more install statuses to include/exclude in the fetched data.
Operational status filter (optional)
1. Select the filter type - Exclude or Include.
2. Provide a comma-separated list of one or more operational statuses to include/exclude in the fetched data.
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For the Install Status and Operational Status include/exclude fields to function correctly, the adapter must have read access to the sys_choice table.
Exclude Device OS list - Specify an Operating System name to not fetch devices which run this Operating System.
Fetch only discovered NICs with IP information from 'cmdb_ci_network_adapter' table - Select whether to fetch network interface information from the cmdb_ci_network_adapter table that has an IP address.

Fetch Software enrichment tables

Enable Software enrichment - Toggle to enable software enrichment settings.
Software enrichment tables - Select software enrichment tables to fetch.
Fetch "cmdb_software_product_model" table for Various Software enrichment - Select this option to fetch and process data from the cmdb_software_product_model table in ServiceNow. This is only supported in adapters that enable Device Software Enrichment. Currently, only FlexNet Manager Suite Cloud enables this enrichment type.

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You can enrich the Axonius Software table with ServiceNow CMDB data from the CMDB table. For more information, see Enriching Software Assets with ServiceNow CMDB Data.
Fetch from the following Read Replica category (Must be supported on instance) - Fetch from the specified Read Replica.

Advanced Configuration

Entries fetched per page (required, default: 100) - Specify the maximum number of entries for this adapter to fetch per page when connecting to the ServiceNow server.
- The supplied value lets you control the performance of all the connections for this adapter. To reduce the number of requests sent to ServiceNow, but to avoid impact on overall performance, you can reduce the Number of requests to perform in parallel value and increase the Entries fetched per page value.
Date Format - Generally, ServiceNow automatically identifies the date format. In some cases, the identification is ambiguous. You can set a specific date format for timestamps in ServiceNow. From the dropdown, select either: Automatically Identify, DD/MM/YYYY or MM/DD/YYYY. The default is Automatically Identify.
Number of requests to perform in parallel (default: 10) - Enter the number of requests to perform in parallel.
Enable real-time asset updates (Supported events: New or Updated Users, New Tickets) - Select this option to update assets in real-time with New or Updated Users and New Tickets events.
Fetch EC Action ticket updates (optional, default: enabled) - Select this option to configure the adapter to fetch updates on tickets created by Axonius users. The updated ticket information is displayed in the Tickets table showing information on all tickets in the system (Assets> Tickets) or on Tickets of a specific asset (in the Asset Profile of the relevant asset).