You must set up an administrative user in the vRealize Automation. The VMware vRealize Automation for ServiceNow ITSM application connects to the vRealize Automation using the credentials of this user.

This user must have these roles in the vRealize Automation on-premise version, but does not require a role in ServiceNow:

  • Project Administrator

  • Service Broker Administrator

  • Organization Owner

To assign these roles, see VMware vRealize Automation Documentation.

  • All catalog item requests from the ServiceNow are serviced by this user in the vRealize Automation. In the vRealize Automation, the requests and corresponding deployments display this user as the owner. However, in the 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.

  • You must add the integration user to each project as a project admin to use the project in vRealize Automation for ServiceNow ITSM application.