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Access Requests with ServiceNow

  • Available for:
  • Cloud

With Teleport's ServiceNow integration, engineers can access the infrastructure they need to resolve incidents quickly, without granting longstanding admin permissions that can become a vector for attacks.

Teleport's ServiceNow integration allows you to treat Teleport Access Requests as ServiceNow incidents, notify the appropriate on-call team, and approve or deny the requests via Teleport.

This guide will explain how to set up Teleport's Access Request plugin for ServiceNow.


  • A running Teleport Enterprise cluster. For details on how to set this up, see the Enterprise Getting Started guide.

  • The Enterprise tctl admin tool and tsh client tool version >= 14.2.0. You can download these tools by visiting your Teleport account. You can verify the tools you have installed by running the following commands:

    tctl version

    Teleport Enterprise v14.2.0 go1.21

    tsh version

    Teleport v14.2.0 go1.21

  • A Teleport Enterprise Cloud account. If you do not have one, visit the signup page to begin a free trial of Teleport Team and upgrade to Teleport Enterprise Cloud.

  • The tctl admin tool and tsh client tool version >= 14.1.3. To download these tools, visit the Downloads page.

    tctl version

    Teleport Enterprise v14.1.3 go1.21

    tsh version

    Teleport v14.1.3 go1.21

  • An ServiceNow account with access to read and write to and from the 'incident' table.
  • The ServiceNow integration is currently only available in Teleport Cloud.
  • To check that you can connect to your Teleport cluster, sign in with tsh login, then verify that you can run tctl commands using your current credentials. tctl is supported on macOS and Linux machines. For example:
    tsh login --user=[email protected]
    tctl status


    Version 14.2.0

    CA pin sha256:abdc1245efgh5678abdc1245efgh5678abdc1245efgh5678abdc1245efgh5678

    If you can connect to the cluster and run the tctl status command, you can use your current credentials to run subsequent tctl commands from your workstation. If you host your own Teleport cluster, you can also run tctl commands on the computer that hosts the Teleport Auth Service for full permissions.

Step 1/4. Create services

We will configure the ServiceNow plugin to create an incident when certain users create an Access Request.

Step 2/4. Define RBAC resources

The Teleport ServiceNow plugin works by receiving Access Request events from the Teleport Auth Service and, based on these events, interacting with the ServiceNow API.

Before making the access request ensure the user making the request has the requester role.

Step 3/4. Configure the ServiceNow plugin

At this point, you have a ServiceNow user that the ServiceNow plugin will use to connect to the ServiceNow API. To configure the plugin to use this user navigate to Management -> Integrations -> Enroll New Integration.

The plugin requires credentials that can read and write to the incident table.

Step 4/4. Test the ServiceNow plugin

Create an Access Request

As the Teleport user myuser, create an Access Request for the editor role:

A Teleport admin can create an Access Request for another user with tctl:

tctl request create myuser --roles=editor

Users can use tsh to create an Access Request and log in with approved roles:

tsh request create --roles=editor
Seeking request approval... (id: 8f77d2d1-2bbf-4031-a300-58926237a807)

Users can request access using the Web UI by visiting the "Access Requests" tab and clicking "New Request":

In ServiceNow, you will see a new incident containing information about the Access Request.

Resolve the request

Once you receive an Access Request message, click the link to visit Teleport and approve or deny the request:

You can also review an Access Request from the command line:

Replace REQUEST_ID with the id of the request

tctl request approve REQUEST_ID
tctl request deny REQUEST_ID

Replace REQUEST_ID with the id of the request

tsh request review --approve REQUEST_ID
tsh request review --deny REQUEST_ID