Using the connector

This page describes how to the Sectigo Connector for ServiceNow to enroll, renew, and revoke certificates.

To use the connector, sign in with the x_secti_core.user role. This will allow you to use the catalog, view certificate records, and access the Dashboard.

Request a certificate

Request a new SSL/TLS, Device, or Client certificate from Sectigo.

  1. Navigate to Sectigo > Certificate Catalog > New Certificates.

  2. Click Request Sectigo Certificate.

  3. In the Request Sectigo Certificate dialog, complete the fields, referring to the following table.

    Field Definition

    Connection

    (Automatic) Default active connection.

    Organization

    (Mandatory) Your SCM organization.

    Certificate class

    (Mandatory) Select one of:

    • SSL Certificate

    • Device Certificate

    • Client Certificate

    Department

    (Optional) Your SCM department.

    Certificate type

    (Mandatory) Your SCM certificate profile.

    Term

    (Mandatory) Select from the list of terms available for your profile.

  4. Click Order Now.

Renew a certificate

Select a Sectigo certificate record and request a renewal. Once approved, a new certificate record will be generated.

  1. Navigate to Sectigo > Certificate Catalog > Operations on Existing Certificates.

  2. Click Renew Sectigo Certificate.

  3. In the Renew Sectigo Certificate dialog, click the Search icon next to the Certificate field.

    A list of certificates is displayed.

  4. Click the Sectigo ID number of the certificate you want to renew.

  5. In the Renew Sectigo Certificate dialog, complete the fields, referring to the following table.

    Field Definition

    Certificate class

    (Automatic) One of:

    • SSL Certificate

    • Device Certificate

    • Client Certificate

    Certificate

    (Automatic) The Sectigo ID number of the certificate.

    Renew type

    (Mandatory) Select one of:

    • Using new Key Pair

    • Using existing Key Pair and details

    Certificate signing request (CSR)

    (Mandatory) Paste the CSR string.

  6. Click Order Now.

Revoke a certificate

Select a Sectigo Certificate Record and request a revocation. Once approved, the record will be revoked in Sectigo Certificate Manager and the status will change to Revoked.

  1. Navigate to Sectigo > Certificate Catalog > Operations on Existing Certificates.

  2. Click Revoke Sectigo Certificate.

  3. In the Revoke Sectigo Certificate dialog, click the Search icon next to the Certificate field.

    A list of certificates is displayed.

  4. Click the Sectigo ID number of the certificate you want to revoke.

  5. In the Revoke Sectigo Certificate dialog, complete the fields, referring to the following table.

    Field Definition

    Certificate class

    (Automatic) One of:

    • SSL Certificate

    • Device Certificate

    • Client Certificate

    Certificate

    (Automatic) The Sectigo ID number of the certificate.

    Reason

    (Mandatory) The reason for the revocation.

  6. Click Order Now.

Replace a certificate

Select a Sectigo Certificate Record and issue a request to replace the certificate. Once approved, the new certificate will be issued and the old certificate will be replaced with a new certificate. The Record in SCM will remain the same.

  1. Navigate to Sectigo > Certificate Catalog > Operations on Existing Certificates.

  2. Click Replace Sectigo Certificate.

  3. In the Replace an existing Sectigo Certificate dialog, click the Search icon next to the Certificate field.

    A list of certificates is displayed.

  4. Click the Sectigo ID number of the certificate you want to replace.

  5. In the Replace an existing Sectigo Certificate dialog, complete the fields, referring to the following table.

    Field Definition

    Certificate class

    (Automatic) One of:

    • SSL Certificate

    • Device Certificate

    Certificate to replace

    (Automatic) The Sectigo ID number of the certificate.

    Reason

    (Mandatory) The reason for the replacement.

    CSR string

    (Mandatory) Paste the CSR string for the replacement certificate.

    Common name

    (Mandatory) The Common name for the replacement certificate.

    Subject Alternative Names (SAN)

    (Optional) A comma-separated list of Subject Alternative Names for the replacement certificate.

  6. Click Order Now.

Troubleshooting and Diagnostics

If issues arise with the Sectigo Connector for ServiceNow, use the following steps to diagnose and resolve problems.

Vague or unclear error messages

When you encounter an error message that lacks sufficient detail, the best approach is to temporarily increase the level of logging detail.

  1. Navigate to Sectigo Certificate Management Connector > Diagnostics > Logging.

  2. Increase the logging level to Debug.

    This setting is ideal during setup or troubleshooting to capture maximum detail.

  3. Retry the operation that produced the error.

  4. Check the system logs for additional details now captured at the Debug level.

Data Not Importing Correctly or Appears Incomplete

If you suspect that certificate or organizational data is missing or incomplete following a synchronization, verify the import job history and force a full data refresh if necessary.

  1. Navigate to Sectigo > Diagnostics > Sectigo Data Import Jobs.

  2. Sort the import jobs by date to confirm that synchronization jobs are being created.

  3. Open the most recent import job record and thoroughly review its State and Activity History for clues on where the process may have stalled or failed.

  4. If the data remains incomplete, clear the existing import timestamps and then re-run the import.