Introduction

ServiceNow is being used to track and manage incidents within a large organization, with integration primarily focusing on incidents. ServiceNow facilitatesWebex Connectusers with three of its methods:

• Create Incident- This method creates incident tickets in the ServiceNow Desk.
• Get Incident- This method fetches incident tickets in the ServiceNow Desk.
• Update Incident- This method updates existing incident tickets in the ServiceNow Desk.

This node needs to be enabled for your account and is not available by default. Please contact your account manager in case you wish to enable it for your account.

Pre-requisite

To enable the ServiceNow node, the following are the mandatory steps that need to be performed at the ServiceNow portal:

1. To enable client credential system properties.
2. Add User(assign roles [itil, itil_admin, admin, agent_admin, approval_admin, approver_user, app_engine_admin, catalog_admin, catalog_editor, category_manager, credential_admin, data_manager_admin, rest_api_explorer, sn_incident_read, sn_incident_write]).
3. To register system OAuth client from application registry(endpoints for client to access the instance).

Step 1: Enable Client Credential System Property

Create the glide.oauth.inbound.client.credential.grant_type.enabled system property to use Client Credentials grant type for OAuth inbound integrations.

Before you begin
Role required: admin

Plugin required: OAuth 2.0.

Procedure

1. In the navigation filter, enter sys_properties.list.
   The entire list of properties in the System Properties [sys_properties] table appears.
2. Select New.
3. On the form, fill in the following fields.

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Note

Other fields in the form such as Choices, Ignore cache, Private, Read roles, and Write roles can be configured according to your requirements.

4. Select Submit

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Note

If the Ignore cache check box is selected, the system flushes the server cache when the parameter is changed.
Next, you must create an OAuth client (OAuth API endpoint for external client) and add OAuth Application User field to the OAuth client record.
For detailed steps, please visit this link to enable client credential system properties.

Step 2: Add User and Assign Roles

You can add a user to your instance to enable them to log in and use designated application features.

Before you begin

Role required: user_admin

Procedure

1. Navigate to All > User Administration > Users.

2. Select New.

3. On the form, fill in the fields:

   Field	Description
   User ID	Create a unique identifier for this user's ServiceNow login user name. Examples of user IDs are cwitherspoon and charlie.witherspoon. Note:You can’t create a user whose User ID duplicates an existing user. If you do import duplicates from an update set, the more recently created name takes the duplicate User ID. Example: For a user named "Charlie Witherspoon": 1. Start with the base ID: cwitherspoon. 2. Check for duplicates: - If none exist, assign the ID. - If a conflict arises, append a unique suffix: cwitherspoon1, cwitherspoon_20231205, etc.
   Given name	Enter the user's given (often their first) name.
   Family name	Enter the user's family name. Note: You can clear the First Name field, or the Last Name field in an existing user record, but you can’t clear both at the same time.
   Title	Enter a title or job description, or select one from the list.
   Department	Select the user's department from the list.
   Password	Assign a password to the user. This password can be permanent or temporary.
   Password needs reset	Select this check box to enforce a password change upon the user's first login.
   Locked out	Select this check box to lock the user out of the instance and terminate all active sessions. The system includes safeguards to prevent users with the admin role from locking themselves out.
   Active	Select this check box to make user active. Inactive users are visible only to administrators in the following areas: o User lists. o Selection list on reference fields (accessed via the magnifying glass icon) o Auto-complete list that appears when typing into a reference field
   Web service access only	Select this check box to designate the user as a non-interactive user. This field is applicable for Non-Interactive Sessions. Note: In our case leave this checkbox un-checked
   Internal Integration User	Select this check box to designate this user as an Mark service accounts as internal integration users. Note: In our case leave this checkbox un-checked
   Date format	Select the user's preferred date format.
   Email	Enter the user's email address. To enter a non-standard email address that fails field validation, deactivate the validation script first. To deactivate the validation script: a.Navigate to System Definition > Validation Scripts. b.Select the email validation script record. c.Clear the Active check box and Save the change. d.Complete the user profile, including the email address. e.Update or Submit the record. f.Reactivate the email validation script by selecting the Active check box and saving the changes.
   Notification	Specify if email notifications should be sent to the user. oEnable: Select Enable to send email notifications to the user. oDisable: to allow the user to receive notifications only if they subscribe to the notification or are specified as a recipient in the Email and SMS notifications form. To prevent notification completely, configure a condition on the email notification form to block delivery when this field is set to Disable.
   Calendar integration	Select Outlook to enable the user to receive meeting notifications directly via email to the calendar. Select None if no meeting notifications should be sent.
   Time zone	Select the user's time zone.
   Business phone	Enter this user's business phone number.
   Mobile phone	Enter this user's mobile phone number.
   Photo	If appropriate,attach a photo of the user.
   Geolocation tracked	Select the check box to enable location tracking. The Geolocation tracked field, is applicable, upon activation of Geolocationand provides the option to track a user's location.
   Location	Select the user's location. This field appears when geolocation is enabled.

Optionally, you can customize the user form by adding fields such as Company, Location, and other fields available in ServiceNow, based on your requirements

Set Password
Click on the Set Password field and create a password for the user. Ensure the password is stored securely.

Add Roles
After filling in the above fields, we must assign below roles to the user:-

itil, itil_admin, admin, agent_admin, approval_admin, approver_user, app_engine_admin, catalog_admin, catalog_editor, category_manager, credential_admin, data_manager_admin, rest_api_explorer, sn_incident_read, sn_incident_write

For detailed steps please visit this link to create/add a user.

Step 3: Create an endpoint for the Client to Access the Instance

Create an OAuth application endpoint for external client applications to access the ServiceNow instance.

Before you begin
Role required: admin

Procedure

1. Navigate to All > System OAuth > Application Registry and then click New.

2. On the interceptor page, click Create an OAuth API endpoint for external clients and then fill in the form.

   Field	Descriptions
   Name	A unique name that identifies the application requiring OAuth access.
   Client ID	[Read-Only] The auto-generated unique ID of the application. The instance uses the client ID to request an access token.
   Client Secret	[Required] The shared secret string used by both the instance and the client application or website to authorize communications. The instance uses the client's secret when requesting an access token. Leave this field blank to have the instance auto-generate a client secret. To display existing client secrets, click the lock icon.
   Redirect URL	The callback URL to which the authorization server redirects. Enter the full URLs of the clients requesting access to the resource, appending by /oauthredirect.do. For example, http://token_consumer:port/oauth_redirect.do. Enter as many URLs as needed for all possible token consumers. The instance matches the URL of the incoming request to one of the redirect URLs. If no match is made, the instance uses the first redirect URL. _Note: For Client credentials, we don’t need to fill any callback URLs
   Logo URL	The URL of the image to use as the application logo. The logo appears on the approval page when the user is prompted to grant a client application access to a restricted resource on the instance.
   Active	Select the check box to activate the application registry.
   Refresh Token Lifespan	The number of seconds a refresh token is valid. The instance uses the lifespan value to request a refresh token. By default, refresh tokens expire in 100 days (8640000 seconds).
   Enforce Token Restrictions	Select this option to restrict tokens to APIs configured to allow the authentication profile.You can grant access by setting an API access policy. For more information, see Create REST API access policy. Default: Unselected.
   Mobile Client	Represents the entity for a mobile app or web. This information is used to analyze the login information with mobile or web.
   Access Token Lifespan	The number of seconds a access token is valid. The instance uses the lifespan value to request an access token. By default, access tokens expire in 30 minutes (1800 seconds).
   Comments	Additional information to associate with the application.

   Add the OAuth Application User

   Add the OAuth Application User field on the OAuth Entity form to use the Client Credentials grant type for OAuth inbound integrations.

   Before you begin
   Role required: admin
   Plugin required: OAuth 2.0.

   Procedure

   1. Open the OAuth client record that was created.
   2. Select the More options icon on the page header.
   3. Select Configure > Form Design.
   4. On the Form Design page, add OAuth Application User from the list of fields.
   5. Click Save or Update the form.
   6. Select the user for the OAuth Application User.
      For example, System Administrator. In our case, search and select the user that is created through step 2(Add user step)

3. Click Submit.

For detailed steps, please visit this link to create an OAuth application endpoint for external client applications.

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Note for known limitation

When duplicate keys are passed dynamically in Create or Update incident by selecting request body as “Individual Parmeter”,the node will fail and follow the “onerror” edge.

Adding a New Authorization

To create a new authorization:

1. Login to the Webex Connect platform.

2. Navigate to Integrations.

3. Filter the Integrations page with Pre-built Integrations or search for ServiceNow.

4. Select ServiceNow and click Actions > Manage.

5. On the Manage Integrations – ServiceNow screen, under Node Authorizations, click the dropdown in the Action column and then click Add authentication.

   

6. Enter an appropriate Authentication Name.

7. Enter the Client ID, and Client Secret details. For more information on obtaining the Client ID and Client Secret of ServiceNow, refer [here].

8. Enter Access Token URL and Refresh Token URL, obtained only after registering for Oauth Application registry in ServiceNow.
   [https://{org-instanceId}.service-now.com/oauth_token.do]

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   Note

   Every user has their own organizational instance ID associated with ServiceNow account and Please modify ‘org-instanceId’ in the URL to reflect your organization instanceId.

9. Click Authenticate.
   If the credentials are successfully verified by ServiceNow, then a new authorization is added, and the access token is saved to theWebex Connect.

Upon successful authentication, a new tab is displayed to capture the credentials of your ServiceNow account

Obtaining the Client ID and Client Secret of ServiceNow

1. Login to the ServiceNow Instance.

2. Navigate to All, search for oAuth then click Application Registry from the search results.

3. Click New > Create an oAuth API endpoint for external clients.

4. Enter an appropriate Name for the OAuth 2.0 client.

5. Client ID is prefilled. When provided with mandatory information, click Submit.

6. Upon submitting the request, the Client Secret gets auto-populated. Click the lock icon adjacent to the Client Secret to reveal the Client Secret Key.
   The created Client ID and Client Secret can be used for authentication in Webex Connect.

   

Configuring ServiceNow node in flows

Following is the list of Input Variables, Output Variables, and Node Outcomes that will be used within ServiceNow node:

Create Incident

This method is used for creating incident tickets in ServiceNow Desk. Below, are the UI parameters that are required to call this method.

HTTP Status Codes

Get Incident

This method is used for fetching incident tickets in ServiceNow Desk. Below, are the UI parameters that are required to call this method.

HTTP Status Codes

Update Incident

This method is used for updating existing incident ticket in ServiceNow Desk. Below, are the UI parameters that are required to call this method.

HTTP Status Codes