Key management operations

  • Rversion finale: Australia
  • Mis à jour 12 mars 2026
  • 12 minutes de lecture

    • The Key Management Operations submodule provides access to view and manage all encryption keys used with ServiceNow Cloud Encryption.

    Key life cycle states

    There’s only one active key in the system at any given time. When selecting a key, you access the activity for the selected key, such as which keys were rotated or withdrawn and the corresponding timestamp.

    The key life-cycle state updates according to the key management operation performed.

    Shows updated key lifecycle states.

    See Rotate a ServiceNow managed key or Rotate a customer managed key for details.

    Remarque :
    The key rotation process may take up to 20 minutes to complete.

    Rotate a ServiceNow managed key

    Rotate the active Cloud Encryption ServiceNow managed key.

    Avant de commencer

    Roles required: sn_kmf.admin or sn_kmf.cryptographic_manager

    Important :
    If you’re using customer-managed keys, see Rotate a customer managed key.

    Procédure

    1. Navigate to All > Cloud Encryption Key Management > Key Management Operations.
      The Cloud Encryption Key Metadata list loads. All keys used in your Instance are listed. Only one key can be active at a given time.

      If accessing the Cloud Encryption module for the first time, key entries will be available after an initial key rotation is performed. A ServiceNow managed key is the default in the system.

    2. Select the active key from the table.
      The Key Definition table displays with general information about your ServiceNow generated key.
    3. Select the Rotate Key button.
      A notification displays with the option to continue the key rotation or to cancel the operation.
    4. Select OK to rotate the key.
      A confirmation message displays at the top of the Key Definition page.
    5. Return to the Key Management Operations screen to refresh the Cloud Encryption Key Metadata table.
      Entries are listed for the current active key and the key that is being generated to rotate in place of the current active key. See Key Management Framework key life-cycle states for the different available states.

      The active key is listed with a key version of 0 and the generated key has a version of 1.

    6. Open the entry for the original key to view the Key Management Transactions.
      For more information, see Key management transactions for more information.
      The previously active key, version 0, updated to the key life cycle state of Rotated and the new key, version 1 is Active.

    Prepare your customer managed key

    Follow these steps to prepare your customer managed key for upload to your instance.

    Avant de commencer

    Roles required: sn_kmf.admin or sn_kmf.cryptographic_manager

    Pourquoi et quand exécuter cette tâche

    For a customer managed key, you may use any cryptographic library or HSM to generate your key. This key must be an AES 256-bit key and be wrapped by a Cloud Encryption wrapping certificate with an RSAES_OAEP_SHA_256 encryption schema.
    Remarque :

    If you choose to use the OpenSSL cryptographic tool to generate your key, the OpenSSL version must be version 1.1.1x or later.

    If you’re creating and wrapping your customer-managed key using Windows, you must generate the wrapped key via Bash shell support applications such as Git Bash.

    Procédure

    1. Generate a random value to use as your AES-256 bit symmetric key using OpenSSL.

      For example, using openSSL you can generate this key with the openssl rand 32 command.

      For compatibility, your symmetric key must have the following attributes:

      Attribute Value
      Key type Advanced Encryption Standard (AES) algorithm-based symmetric key.
      Key size 256 bits (32 bytes)
      Key wrapping requirement
      • RSA encryption algorithm
      • Optimal Asymmetric Encryption Padding (OAEP)
      • SHA-256 hash function (RSAES_OAEP_SHA_256)
      • Encoded using Base64 algorithm
    2. Save the key to a file.
      For example, the openSSL command openssl rand 32 > plaintext_key.bin generates a 32-byte key and saves it to a file named plaintext_key.bin.
      Important :
      Save this file securely for future reference. This key is wrapped with the public key for upload.
    3. Extract the public key from the downloaded wrapping certificate file from your instance: 
      openssl x509 -pubkey -noout -in wrapping_cert.pem > public_key.pem
      Remarque :
      Refer to for information to download the wrapping certificate.
    4. Wrap the generated key with the public key downloaded with the wrapping certificate using the RSAES_OAEP_SHA_256 algorithm: 
      cat plaintext_key.bin | openssl pkeyutl -encrypt -inkey public_key.pem -pubin -pkeyopt rsa_padding_mode:oaep -pkeyopt rsa_oaep_md:sha256 | openssl base64 -A -out wrapped_key.txt
      A file specified on this command contains a wrapped customer-managed key that can be provided to SN for the CMK process.

    Switch between ServiceNow and customer-managed keys

    Switch between customer-managed key or a ServiceNow managed keys for use in ServiceNow Cloud Encryption.

    By default, your instance is configured to use ServiceNow managed keys, and ServiceNow encryption key generation is active. However, administrators can choose to use customer-managed keys. They may also choose to return to ServiceNow managed keys.

    Rotate a customer managed key

    Rotate your customer managed key to your instance after you’ve wrapped your customer managed key for Cloud Encryption.

    Avant de commencer

    Roles required: sn_kmf.admin or sn_kmf.cryptographic_manager

    Procédure

    1. Navigate to All > Cloud Encryption Key Management > Key Management Operations.
      The Cloud Encryption Key Metadata list loads. All keys that have been used in your instance are listed.
    2. In the Cloud Encryption Key Metadata list, open the record for your active key.
      If you have multiple keys, select the key that has a Key Lifecycle state of Active. There’s only one active key on your instance.
    3. In the key definition record, select the Rotate Key button.
    4. In the Upload Customer Managed key window perform the listed steps.
      1. Select Download Wrapping Certificate.
        The public_certificate....zip downloads to your local machine and is used to wrap your customer managed key.
        Avertissement :
        Avoid potential certificate-related issues by downloading the wrapping certificate each time you rotate to or switch to a customer managed key.
      2. Select Browse to upload your customer manged key, then locate and select your wrapped encryption key.
        To choose a different file, select the file and select Remove.
      3. Close the Attachments window.
      4. Select OK to upload your key.
        If the key is in the proper format, a confirmation message appears, otherwise an error message displays. The key file is attached to the Key Definition record.

        In the Key Management Transactions table, the certificate download and key upload steps are listed. See Key management transactions for details on the request steps.

    5. Navigate to All > Cloud Encryption Key Management > Key Management Operations to see the list of keys.
      In the list of keys, you can see a new record for your customer managed key. This new key has a Origin value of customer_supplied and is in the Active state. Your previous key has be in the Rotated state.

    Switch to a customer managed key

    Use your customer managed key for ServiceNow Cloud Encryption.

    Avant de commencer

    Role required: sn_kmf.admin or sn_kmf.cryptographic_manager

    To switch to a customer managed key, you must have a wrapped customer managed key ready to upload as part of these steps. For details on preparing this key for upload, see Prepare your customer managed key. After uploading your key, this process will initiate a key rotation to your new key.

    Procédure

    1. Navigate to All > Cloud Encryption Key Management > Key Management Operations.
    2. In the Cloud Encryption Key Metadata list, open the record for your active key.
      If you have multiple keys, select the key that has a Key Lifecycle state of Active. There’s only one active key on your instance.
    3. In the Related Links section of the form, select the Switch To Customer Managed Key link.
    4. In the Switch to Customer Managed Key dialog box, select the Upload Managed Key button.
    5. In the Upload Customer Managed Key dialog box, perform the listed steps.
      1. Select Download Wrapping Certificate.
        Avertissement :
        Avoid potential certificate-related issues by downloading the wrapping certificate each time you rotate to or switch to a customer managed key.
      2. Select Browse, and follow the prompts to select and upload your key from your device.
      3. Select Switch to Customer Managed Key.
      A request is generated by the instance to switch to your customer managed key. In the current form, you can see that the Key lifecycle state of the originally active key has changed to Rotated.
    6. Navigate to All > Cloud Encryption Key Management > Key Management Operations to see the list of keys.
      In the list of keys, you can see a new record for your customer managed key. This new key has a Origin value of customer_supplied and is in the Active state.

    Résultats

    Your instance now uses your customer managed key for ServiceNow Cloud Encryption.

    Important :
    Ensure that a copy of your encryption key is always available in a secure location for key management operations. Without this key, your instance may be rendered inaccessible.

    Switch to a ServiceNow managed key

    Switch from a customer managed key back to a managed key for ServiceNow Cloud Encryption.

    Avant de commencer

    Role required: sn_kmf.admin or sn_kmf.cryptographic_manager

    Procédure

    1. Navigate to All > Cloud Encryption Key Management > Key Management Operations.
    2. In the Cloud Encryption Key Metadata list, open the record for your active key.
      If you have multiple keys, select the key that has a Key Lifecycle state of Active. There’s only one active key on your instance.
    3. In the Related Links section of the form, select the Switch To ServiceNow Managed Key link.
    4. In the Switch to ServiceNow Managed Key dialog box, select the Switch to ServiceNow Managed Key button.
      A request is generated by the instance to switch to a ServiceNow managed key. In the current form, you can see that the Key lifecycle state of the originally active key has changed to Rotated.
    5. Navigate to All > Cloud Encryption Key Management > Key Management Operations to see the list of keys.
      In the list of keys, you can see a new record for a ServiceNow managed key is. This new key has a Origin value of ServiceNow and is in the Active state.

    Schedule key rotation

    Set a schedule for automatic rotation of your ServiceNow managed keys. This process automatically retires an encryption key and replaces the old key with a newly generated cryptographic key. If you're using a customer managed key, this schedule can provide a reminder to rotate your custom keys manually.

    Avant de commencer

    Role required: sn_kmf.admin

    Procédure

    1. Navigate to All > Cloud Encryption Key Management > Scheduled Key Rotation Settings.
    2. Select the Enable scheduled key rotation check box.
    3. Fill in the remaining fields based on your business needs.
      Tableau 1. Scheduled key rotation settings
      Field Description
      Number of months between key rotations (Maximum of 60 months) Number of months between key rotations. This value is 12 by default and can have a maximum of 60 months.
      Day of the week to perform key rotation Day of the week the key rotation is performed.
      Time of day to perform key rotation Time of day the key rotation is performed.
      Date and time of next key rotation Date and time of the next scheduled key rotation. This value isn't editable directly, and is automatically calculated based on your choices.
      Number of days before key rotation to send reminder (Maximum of 15 days) Number of days before the date of your key rotation that your instance sends notifications.
      Email notifications are sent to the following list of your approved security administrators List of users who receive notifications for key rotation. The System Administrator is on this list by default.
    4. Select Submit
      After selecting submit, you can see a notification at the top of the form. The notifications confirm your key rotation and notification schedule.
      Avertissement :

      Each scheduled key rotation has a unique signature, which ensures the integrity of a job and detect any unauthorized modification. The signature for a scheduled job is unique on each instance. Cloning a scheduled key rotation job from a source instance A to a target instance B, the scheduled job on the instance B will fail the signature validation. If this occurs, you can re-create the signature by de-selecting and then reselecting the Enable scheduled key rotation check box. For more details on this issue, see KB1247113.

    Withdraw a customer managed key

    After the customer managed key withdrawal functionality is activated, a withdrawal operation becomes available in the Key Management Operations page. Withdraw key and quorum approval operations can also be managed.

    Avant de commencer

    Roles required: sn_kmf.admin or sn_kmf.cryptographic_manager

    This section applies only if you've licensed Cloud Encryption Withdraw and Resupply, an optional add-on to Cloud Encryption.

    Procédure

    1. Navigate to All > Cloud Encryption Key Management > > Key Management Operations.
    2. Select the active customer managed key from the table.
      The Key Definition table displays with general information about your customer key. A withdraw key function is now available.
    3. Select the Withdraw Key to trigger the withdrawal process.
      Avertissement :

      A Withdraw Key warning message displays. The withdrawal of the key triggers a shutdown of your instance until a restore operation is performed with the withdrawn key.

      DANGER :
      You can only perform a restore operation with the same key that was withdrawn. If you want to rotate to another key, you must do so after restoring the key that was withdrawn.

      If the withdrawn customer managed key isn’t restored within the time frame for which ServiceNow retains backups (see the Backup and Restoration SOP [Standard Operating Procedure] for details), your instance database backups will no longer be accessible. Backup data lost in this way isn’t recoverable.

    4. Select OK to withdraw the key.
      Select Cancel if there’s any doubt about the key withdrawal function.
      You’re returned to the Key Definition screen and a confirmation message displays.
    5. Refresh the Key Definition page to view the pending withdrawal request.
      Key management transaction

      If the Quorum Control Policy has been activated, the approval workflow must be completed successfully to complete the key withdrawal. See Manage Quorum Control for details.

    Resupply a customer managed key

    After a key withdrawal operation has completed, your customer managed key must be resupplied into your instance.

    Avant de commencer

    Role required: sn_kmf.admin or sn_kmf.cryptographic_manager

    Remarque :
    This section applies only if you've licensed Cloud Encryption Withdraw and Resupply.

    Procédure

    1. Go to Now Support and navigate to Service Catalog > Catalog > Instance Management > Instance Restore - Resupply Managed Key.
    2. Click Request.
    3. In the Instance Restore - Resupply Managed Key window, select your instance in the Select Instance drop-down.
    4. Download the wrapping certificate by clicking on the wrapping certificate text.
      Avertissement :
      You must download a new wrapping certificate each time you rotate or upload a customer managed key.
    5. Prepare your key for upload.
      For details on this process, see Prepare your customer managed key.
    6. In the Step 4 section, click Browse and upload to upload your wrapped key from your local device.
      After your key is uploaded, you can see the key under Uploaded below file successfully. If you need to re-upload the key, click Remove file and upload your key again as described in previous steps.
    7. Click Rotate key to complete the re-supply.