You must set up an administrative user in vRealize Automation Cloud. The VMware vRealize Automation ITSM Application for ServiceNow connects to vRealize Automation using the credentials of this user. After the user is created, you must generate the refresh key to register VMware vRealize Automation ITSM Application for ServiceNow with the vRealize Automation cloud.

The user must have these roles in vRealize Automation Cloud but they do not require roles in ServiceNow:

  • Project Administrator

  • Service Broker Administrator

  • Organization Owner

To assign these roles, see VMware vRealize Automation Cloud Documentation.

Note:

All catalog item requests from ServiceNow are serviced by this user in vRealize Automation. In vRealize Automation, the requests and corresponding deployments display this user as the owner. However, in ServiceNow, requests and corresponding deployments display the ServiceNow user who initiated the request. This is achieved by correlating the email address from the user records across two systems.