Enhancement: Manage ServiceNow Ticket Action with Parameter Storage Credentials

Announcements Product News
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:sparkles: Description

We are announcing an updated version of the Manage ServiceNow Ticket Workflow action that lets you use credentials stored in SailPoint Parameter Storage, the same centralized model introduced for HTTP Request v3, instead of entering usernames, passwords, or OAuth details inline in the action.

:information_source: What You Need to Know

  • “v2” is the workflow action version, not a ServiceNow API version or URL path. Your ServiceNow instance URL and ticket operations stay as you configure them today.

  • Existing workflows keep working: Actions already using v1 (inline authentication) continue to run with their current configuration. They are not automatically converted.

  • New actions in Workflow Builder: When you add a new Manage ServiceNow Ticket action, the experience aligns with v2 and Parameter Storage when the feature is available in your tenant. Existing v1 steps remain v1 until you rebuild or migrate them.

  • Disabling a workflow to view or edit it does not change existing ServiceNow action versions by itself, consistent with other workflow actions.

:exclamation: Problem

Teams repeat the same ServiceNow credentials across many workflows or copy secrets into inline fields. That is error-prone, hard to rotate consistently, and increases risk when sensitive values are scattered across workflow definitions.

:bulb: Solution

This update delivers:

  • Centralized credential management: Store and maintain ServiceNow credentials in Parameter Storage and reference them from the action.
  • Less duplication: Reuse the same credential across multiple workflows that talk to the same ServiceNow environment.
  • Safer updates: Change secrets in Parameter Storage without rewriting every workflow step that uses them, aligned with the HTTP Request v3 model.

:people_hugging: Who is affected?

Customers using Workflows who integrate with ServiceNow through the Manage ServiceNow Ticket action, especially teams standardizing on Parameter Storage for connectors and HTTP actions.

:calendar_spiral: Important dates

Milestone Date
Sandbox availability May 13, 2026
Production May 28, 2026 - June 2, 2026