To connect a ServiceNow instance to Quality Clouds, you will register the instance in the Quality Clouds Admin Portal, prepare the ServiceNow side (IP access, user, tables), validate connectivity, and then install and configure the Quality Clouds app in ServiceNow.
You can connect one or more ServiceNow instances (development, integration, or production) as long as they are cloud-based. If you use on-premise instances, contact your Quality Clouds sales representative to explore available options. Quality Clouds is compatible with ServiceNow versions from Fuji onwards.
1. Before You Begin #
Grant IP Address Access #
If your instance restricts IP access, whitelist the following Quality Clouds IPs:
| Region | IP Address |
|---|---|
| EU (Ireland) | 20.123.123.70 |
| US (Iowa) | 52.185.89.249 |
Make sure any corporate network controls also allow traffic from those IPs.
Decide Between Admin and Non-Admin Access #
Quality Clouds connects to ServiceNow via REST APIs, so the instance must be accessible with valid credentials. You can proceed in two ways:
| Aspect | Admin User + Read Only (recommended) | Non-Admin User |
|---|---|---|
| Config frequency | One-time setup | Requires Delta Update Sets (roughly twice a year) |
| Read-only visibility | All tables | Only required Quality Clouds tables |
| Rule coverage | Full | Around 99 percent (some rules limited) |
| Application coverage | Full | Scoped apps cannot be identified |
- Preferred approach: a read-only Admin user. Create a dedicated ServiceNow user with the admin role plus snc_read_only. This gives broad read access while keeping visibility read-only, and minimizes maintenance since you will not need to apply access changes when Quality Clouds adds support for new tables.
- Alternative: non-admin user with a Quality Clouds role and ACLs. Grants read access only to required tables. More restrictive, and typically needs updates when Quality Clouds expands coverage. See Configure For Non-Admin User.
Special situations:
- Encrypted data (Edge Encryption): no extra configuration needed.
- SSO environments: the Quality Clouds user must use local authentication plus REST API access.
Create the ServiceNow User Quality Clouds Will Use #
Regardless of the approach, use a dedicated user for analyzing your instance data:
- Use local authentication (important if the instance uses SSO).
- Ensure the user can use the REST API.
- Enable web-service-only and Identity Type: Machine, as per ServiceNow security requirements.
ServiceNow Tables Accessed by Quality Clouds #
Quality Clouds reads the following tables during analysis:
| asmt_condition | catalog_script_client | catalog_ui_policy |
| catalog_ui_policy_action | item_option_new | item_option_new_set |
| sc_cat_item | sc_category | sc_cat_item_producer |
| sp_angular_provider | sp_widget | sys_app |
| sys_app_application | sys_app_category | sys_app_module |
| sys_data_policy2 | sys_data_source | sys_db_object |
| sys_dictionary | sys_dictionary_override | sys_group_has_role |
| sys_package | sys_properties | sys_rest_message |
| sys_scope | sys_script | sys_script_client |
| sys_script_email | sys_script_include | sys_security_acl |
| sys_soap_message | sys_transform_map | sys_transform_script |
| sys_ui_action | sys_ui_element | sys_ui_form |
| sys_ui_policy | sys_ui_script | sys_ui_section |
| sys_ui_form_section | sys_ui_style | sys_update_set |
| sys_update_version | sys_update_xml | sys_upgrade_history |
| sys_user | sys_user_has_role | sys_user_preference |
| sys_user_role | syscript_pattern | sysevent |
| sysevent_email_action | sysevent_in_email_action | sysevent_script_action |
| syslog_transaction | sysrule_escalate_am | v_index_creator |
| v_plugin | wf_workflow_version | wf_workflow |
Optional: Enable Client-Side Performance Data #
To capture client-side performance metrics, install and enable the ServiceNow Client Transaction Timings plugin. Without it, Performance View widgets for client-side metrics will remain empty. See ServiceNow documentation for setup instructions.
2. Register the Instance in the Quality Clouds Admin Portal #
- Log in to the Quality Clouds Admin Portal at
https://portal.qualityclouds.com/. - Go to Account → Instances.
- Select the ServiceNow tab.
- Click + Add and complete the instance details.
Option A: Basic Authentication #
Use Basic auth to connect with the ServiceNow username and password:
- Provide the instance URL, a short description, and the username/password for your Quality Clouds user created earlier.
- Choose the environment (DEV, UAT, PROD), set a go-live date, and add tags if useful.
- Save the instance.
Option B: Certificate-Based Authentication #
Use this when you need enhanced security and your instance supports it:
- Verify support by opening
<your_instance_url>/adcv2/supports_tls. A response of True means the instance supports it. A 402 means ServiceNow must enable ADCv2 and ADC-to-APP mTLS (raise a HI ticket with ServiceNow). - Install the Quality Clouds public certificate in the ServiceNow instance.
- Map the certificate to a ServiceNow user with the required permissions.
- In the Quality Clouds Admin Portal, enable the CERTIFICATE toggle when creating the instance, then save.
For full certificate setup details (including the Private CA architecture and rotation guidance), see Defining ServiceNow Instances.
Option C: OAuth protocol #
Quality Clouds also supports OAuth (Client Credentials grant) to authenticate the connection. This requires configuring an inbound OAuth integration in ServiceNow and matching values in the Quality Clouds portal. See Defining ServiceNow Instances for the full OAuth setup, including required system properties and auth scopes.
3. Validate the Connection #
After saving the instance, run a connectivity/test connection to confirm credentials are correct and Quality Clouds can access the required tables. This step matters: if it fails here, Guided Setup later will typically fail as well. See Testing Instance Connectivity for details.
4. Install and Configure the Quality Clouds App in ServiceNow #
A) Install the App from the ServiceNow Store #
- Log in to your ServiceNow instance.
- Open the ServiceNow Store.
- Search for Quality Clouds.
- Install the latest version.
B) Complete Configuration (Guided Setup) #
Once the portal connection is validated, finish configuration inside ServiceNow:
Open Guided Setup
- In ServiceNow, open the Application Navigator.
- Search for Quality Clouds Guided Setup and follow the steps in order.
Install global components (required for Livecheck)
- Define an Auth Profile for the Component Installer using a user with the admin role. This is a one-time activity; you can delete the auth profile after installation.
- Run the Global Component Installer and install all required components (mandatory for Livecheck). Install optional components as needed. Note: the optional component “QC – Execute AsyncLiveCheck when complete” must be installed for Quality Gates to work.
Connect to Quality Clouds Console
- Configure the app with the seed token to connect to Quality Clouds.
- Create a read/write user and add it to the QC Admin group.
- In the App Configuration menu, click Connect to Quality Clouds, then continue with Import configuration.
Configure users and groups
- Add relevant users to the QC groups so they automatically receive a token when needed.
Ensure scheduled jobs run correctly
- Open the Quality Clouds scheduled job table and ensure the Run as field is populated with a user that has a valid token. This is a common root cause when scheduled executions do not run as expected.
