ServiceNow: On-Call Scheduling | Entitle

Sync your ServiceNow On-Call Scheduling rotas with Entitle so on-call status can drive access decisions. Once connected, Entitle knows who's currently on-call for each of your ServiceNow schedules, and you can use that as a condition in approval workflows and policies — for example, granting access to a resource only to users who are currently on-call.

This integration is read-only.

Prerequisites

• An Entitle admin user account
• ServiceNow administrator access

Configure ServiceNow for the integration

Create a user

1. In ServiceNow, go to All > Users and Groups > Users, then click New.

2. Enter the following details:

   Field	Value
   User ID	entitle.on.call (recommended)
   First name / Last name	Enter a preferred value. This appears in the ServiceNow user list and audit logs.
   Identity type	Machine
   Active	Selected
   Internal integration user	Selected

3. Click Submit.

Assign roles

Option A — Full permissions: add the admin role to the user.

Option B — Least privilege: add these built-in roles to the user:

• snc_platform_rest_api_access
• itil
• (optional) snc_read_only — keeps the account strictly read-only

itil is required because Entitle calls ServiceNow's On-Call Rotation API (whoisoncall), which is gated by ServiceNow's OnCallSecurityNG script rather than a table ACL. itil also grants read access to cmn_rota and sys_user, which the integration uses to read your rotas and resolve who's currently on-call — it doesn't write anything back to ServiceNow.

Set up authentication

This integration uses OAuth client credentials.

1. In ServiceNow, search for sys_properties.do and create a new system property:

   Field	Value
   Name	glide.oauth.inbound.client.credential.grant_type.enabled
   Type	true|false
   Value	true
   Ignore cache	Selected

2. Click Submit.

3. Go to Inbound Integrations > New Integration > OAuth – Client Credentials Grant.

4. Enter the following details:

   Field	Value
   Name	entitle-on-call
   OAuth application user	entitle.on.call
   Auth scope	useraccount

5. Copy the Client ID and Client Secret, then click Save. You'll need both in the next step.

Configure the integration in Entitle

1. In Entitle, go to Org settings > Integrations. Click Add, then select ServiceNow under On call.

2. Enter the following details, then click Integrate:

   Field	Value
   Instance URL	https://<instance>.service-now.com
   Client ID	The Client ID you copied in ServiceNow
   Client Secret	The Client Secret you copied in ServiceNow

👍

The integration is live when it appears in Org settings > Integrations under On call.

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The connection can take up to a few minutes. A browser refresh may be required to see the changes. On-call integrations sync automatically at HH:05 and HH:35 each hour.