Servicenow Zendesk Integration

[Mark Wood]

Hello everyone,

I am new to ServiceNow integration and am working on my first application integration. I have a question: I am using Basic Authentication, but the third-party application requires specific scopes. Where can I define these scopes for the integration?

Additionally, I have obtained a Bearer token. Can I use this Bearer token in the header of a REST Message method, even though I have selected Basic Authentication? Please clarify my doubts.

Thank you!

[Kieran Anson]

Hello,

Can you link to the API documentation you're following. Can you also share what you've setup in SN (Flow? Outbound Rest Message? Scripted REST?). Screenshots can be useful

[Mark Wood]

Hello @Kieran Anson please find the API documentation link below.

http://developer.zendesk.com/api-reference/

Following the provided documentation, I am using Basic Authentication (username and password) in Postman and passing the Authorization: Bearer <access_token> in the header. This setup is working correctly, and I am able to retrieve all users from Zendesk.

However, when I follow the same steps in ServiceNow, I receive the following error response:

{"error":"Forbidden","description":"You are missing the following required scopes: users:read, read"}

In ServiceNow, I have configured a REST Message using the same Basic Authentication credentials as in Postman. Additionally, I am passing the Bearer token in the header of the "Import User" method. However, when I test the method, I encounter the same 403 Forbidden error.

Could you please guide me on how to resolve this issue?

Thank you

[Kieran Anson]

Where in this documentation are you seeing basic authentication as a solution?

https://developer.zendesk.com/api-reference/introduction/security-and-auth/ shows Oauth or API token

https://developer.zendesk.com/api-reference/ticketing/oauth/oauth_tokens/#scopes 

[dhirennotani]

Hi @Mark Wood ,

Welcome to the world of ServiceNow integrations!

1. Scopes with Basic Authentication:
   If you're using Basic Authentication, scopes typically aren't configurable within ServiceNow itself—scopes are usually associated with OAuth 2.0, not Basic Auth. You'll need to check with the third-party app if scopes can be passed through headers or query parameters when using Basic Auth, though it's uncommon.

2. Using Bearer Token in REST Message:
   Yes, you can use a Bearer token manually even if you've selected Basic Auth. Just switch to “No Authentication” in the REST Message Auth type and manually add the Authorization: Bearer <token> header in your HTTP Headers tab. That gives you full control over the request.

If you're building integrations between ServiceNow and tools like Jira, Azure DevOps, or Salesforce, check out Exalate. It allows bi-directional sync, full customization of field mappings, and works securely across systems — all with simple groovy scripting.

Let me know if you want a quick demo or setup guide!

Thanks, Dhiren