What Hook reads
Hook connects to ServiceNow to bring your support tickets into Hook - incidents, cases and service problem cases - via ServiceNow's Trouble Ticket Open API. The connection is read-only; Hook never writes to your instance.
What to set up in ServiceNow (do this first)
Your ServiceNow admin creates a dedicated integration user for Hook:
Create a new user in ServiceNow to act as the Hook service account (for example
hook.integration).Grant that user the
ticket_integratorrole. That is all Hook needs - no admin access.Read-only access is sufficient; Hook only ever reads.
Make a note of the user's username and password - you'll enter them in Hook.
Connect in Hook
You must be a Hook Manager or Technical Admin.
Go to the Integrations page and select + Add integration.
Select ServiceNow from the list.
Enter your Instance URL (for example
https://yourcompany.service-now.com), Integration User Username and Integration User Password.Select Submit credentials.
Good to know
Read-only - Hook only reads trouble tickets; it never writes to ServiceNow.
Sync - scheduled, not real-time. Hook pulls on its sync cadence, and after the first load it syncs incrementally based on each ticket's last-updated time.