Bridge - ServiceNow Integration with ServiceNow Access Control List

Dietrich

Hello community!

I am developing a ServiceNow - SMAR connector using Bridge. My client has Access Control List (ACL) configured in their ServiceNow environment, which requires an IP address or an IP range to whitelist. Smartsheet only provides a DNS Record for Bridge, and not a static IP address. I have tried using nslookup to resolve the DNS record into an IP to integrate with ServiceNow's ACL, but to no avail. My client cannot disable their ACL for security reasons, ServiceNow can only accept IP addresses, and Smartsheet cannot provide a whitelist range besides a DNS record (aws.relay.smartsheet.com). Because of this, we are encountering a HTTP 503 Error which blocks communication between ServiceNow and Smartsheet. This is blocking Bridge integration with their ServiceNow environment.

Has anyone encountered using ACL in ServiceNow with Bridge? Is it possible to resolve the DNS record to a stable IP Address endpoint that SN ACL can accept? What are the workarounds and best practices here?

Thank you for your help!

Melissa Yamada

This is a known limitation with Smartsheet Bridge when integrating with systems that enforce IP-based ACLs. The 'aws.relay.smartsheet.com' endpoint does not resolve to a stable or fixed IP address, as Bridge traffic originates from dynamic AWS-managed infrastructure by design. Because of this, resolving the DNS record and whitelisting the resulting IPs is not supported and will lead to intermittent failures. Smartsheet cannot provide static IPs or IP ranges for Bridge. The recommended and supported workaround is to introduce a customer-managed proxy or API Gateway with a static IP address that can be whitelisted in ServiceNow. Bridge then communicates with the proxy, and the proxy forwards requests to ServiceNow, allowing ACL requirements to be met without compromising security.