servicenow-integration-setup.md

ServiceNow integration

{% hint style="info" %} If you’re new to integrations in Rewst, read through our introductory integration documentation here. {% endhint %}

What does the ServiceNow integration do?

Our ServiceNow integration enables the automation of IT service management and business processes. Use the ServiceNow API within Rewst workflows to create and update incidents, manage change requests, retrieve and modify user information, and streamline approval processes.

Set up the ServiceNow integration

{% hint style="info" %} A developer instance of ServiceNow is not required to set up the Rewst integration, but is available from ServiceNow for safe testing of Rewst workflows against their application before connecting a regular production environment to Rewst. If you wish to safely test before fully deploying the integration, use the developer instance first, then reinstall the integration on your production instance. {% endhint %}

Set up steps in ServiceNow

{% hint style="info" %} If your account has MFA enabled, the ServiceNow API will ignore this requirement. It will not interfere with the integration. {% endhint %}

1. Navigate to All > User Administration > Users.

2. Click New to add a new user.
   

   

   The new user set up page

3. Enter RewstAPI into the User ID field. Save this information with your hostname. You'll need it for further steps in Rewst.

4. Check the Active box.

5. Click Submit.

6. Click on the new user that appears in the total user table to re-open its record.

7. Click Set Password.

8. Click Generate to create a new secure password. Copy this password and save the information with your hostname and username. The hostname of your ServiceNow instance should exclude the protocol — e.g. example.service-now.com.

9. Click Save Password.

Set up steps in Rewst

1. Navigate to Marketplace > Integrations in the left side menu of your Rewst platform.
2. Search for ServiceNow in the integrations page.
   
   
3. Click on the integration tile to launch the configuration setup page.
4. Under Parameters, enter the information you copied out of ServiceNow into the relevant fields:
   1. Hostname
   2. Password
   3. User Name
5. Click Save Configuration.
6. Rewst will do a quick validation of your input. Once completed, you'll see a new section beneath the configuration form for organization mapping. Complete your mapping as desired.

Additional ServiceNow steps

Several of the ServiceNow endpoints require you to set up plugins for them to work for the Rewst integration.

1. Navigate to All > System Definition > Plugins in your ServiceNow instance.
2. Search for the below listed plugins and install them.
   1. Customer Service plugin (com.sn_customerservice) and csm_ws_integration role and is provided within the now namespace.
   2. Order Management for Customer Service Management (app-csm-order-mgmt) and sn_csm_order_mgmt role.
   3. Order Management for Telecommunications (sn_ind_tmt_orm) - Optional
   4. Telecommunications Assurance Workflows
   5. Customer Service (com.sn_customerservice)
   6. Customer Service Install Base Management (com.snc.install_base)

{% hint style="success" %} Got an idea for a new Integration? Rewst is constantly adding new integrations to our integrations page. Submit your idea or upvote existing ideas here in our Canny feedback collector. {% endhint %}

ServiceNow Domain Separation in Rewst

{% hint style="info" %} See ServiceNow's own documentation on Domain Separation here. {% endhint %}

Domain Separation in ServiceNow is a way to separate data, processes, and administrative tasks into logical groupings called domains, so that users in one domain cannot see or interact with data in another domain unless explicitly permitted. This shouldn't be confused with multi-instance integration, which is a way of setting up integrations that is specific to Rewst. While the Rewst integration was not explicitly designed for MSPs who use Domain Separation, they can still use Rewst with the ServiceNow integration. Any call or action that can be initiated from ServiceNow can be received by Rewst.

Note that Domain Separated ServiceNow users will need to clone and customize any related Rewst Crates to successfully use them. When using Rewst tasks for ServiceNow, they can be scoped at either the global - parent - level or the domain - child - level. In some tasks, you can use the No Domain field to add a flag that indicates whether the record search should be restricted to only domains for which the logged-in user is configured.

An example of a task with the No Domain field

Triggers for ServiceNow integration

Trigger type name	Type	Description
New Table Record	Polling	Trigger which returns an object containing the database records

Actions and endpoints

{% hint style="info" %} For more on how actions work in Rewst, check out our introductory actions documentation here. {% endhint %}

These endpoints requires the following plugins:

• Customer Service plugin (com.sn_customerservice) + csm_ws_integration role and is provided within the now namespace
• Order Management for Customer Service Management (app-csm-order-mgmt) + sn_csm_order_mgmt role
• Order Management for Telecommunications (sn_ind_tmt_orm) - Optional
• Telecommunications Assurance Workflows
• Customer Service (com.sn_customerservice)
• Customer Service Install Base Management (com.snc.install_base)

category	action	description
Account	List Accounts	Retrieves a specified set of Customer Service Management (CSM) accounts.
Account	Get Account by ID	Retrieves the specified Customer Service Management (CSM) account.
Consumer	List Consumers	Retrieves a specified set of Customer Service Management (CSM) consumer records.
Consumer	Get Consumer by ID	Retrieves the specified Customer Service Management (CSM) consumer record.
Consumer	Create New Consumer	Creates a new Customer Service Management (CSM) consumer.
Contact	Create New Contact	Creates a new Customer Service Management (CSM) contact.
Contact	Get Contact by ID	Retrieves the specified Customer Service Management (CSM) contact.
Contact	List Contacts	Retrieves a specified set of Customer Service Management (CSM) contacts.
Generic Request	Generic API Request	Generic action for making authenticated requests against the ServiceNow API
Order	List Product Order	Retrieves all product orders
Order	Create New Order	Creates a new order with line items and characteristics.
Order	Get Service Order	Retrieves specific service orders
Order	Update Service Order	Update specific service order
Order	Create Service Order	create new service order
Order	Update Customer Order	Updates the specified customer order.
Order	Cancel Customer Order	Cancel the specified customer order.
Order	List Product Order by ID	Retrieves the specified product order.
Order	List Service Orders	Retrieves all service orders
Order	Get Order by ID	Retrieves complete order details by specifying the sys_id or order number.
Order	Cancel Service Order	Cancel the specified service order.
Order	Create Customer Order	Creates the specified customer order.
Service Catalog	Display Value	Returns the display value of the specified variable.
Service Catalog	Submit Order	Checks out the user cart, based on the current check-out type (one-step or two-step ).
Service Catalog	Process Checkout	Retrieves and processes the checkout for the current cart based on whether the two-step checkout process is enabled.
Service Catalog	List Catalogs	Retrieves a list of catalogs to which the user has access based on the passed in parameters.
Service Catalog	Get Item Detail from Wish List	Retrieves the details of the specified item stored in the wish list cart.
Service Catalog	Submit Record Producer	Creates a record and returns the Table API relative path and redirect URL to access the created record.
Service Catalog	List Items Needed by Order Guide	Retrieves a list of items based on the needs described for an order guide.
Service Catalog	Delete Cart	Deletes a specified cart and the contents of the cart.
Service Catalog	List Wish List Items - Current User	Retrieves the list of items in the logged in user's wish list.
Service Catalog	Get Catalog Item by ID	Retrieves a specified catalog item.
Service Catalog	Add Item to Wish List	Adds the specified item to the wish list cart.
Service Catalog	Delete Item from Cart	Deletes the specified item from the current cart.
Service Catalog	Get Catalog Information	Retrieves the available information for a specified catalog.
Service Catalog	List Catalog Items	Retrieves a list of catalog items based on the specified parameters.
Service Catalog	Update Item in Cart	Updates the specified item in the logged in user's cart.
Service Catalog	Verify User Acquisition Rights to Catalog Item	Verifies whether the specified delegated user has acquisition rights to the specified service catalog item.
Service Catalog	Add Item to Cart	Adds the specified item to the cart of the current user.
Service Catalog	List Users with sUndelegated Item Request	Returns a list of users whose request for the specified item cannot be delegated (requested by another user.) Can call before Add to Cart or Order Now
Service Catalog	Order Item	Orders the specified catalog item.
Service Catalog	Get Shipping Address by User ID	Retrieves the shipping address of the specified user based on the glide.sc.req_for.roles property and the default behavior configured in the glide.sc.req_for.roles.defaultproperty.
Service Catalog	Get Contents for Checkout	Retrieves an array of contents requested for checkout.
Service Catalog	List Categories by Catalog	Retrieves the list of available categories for the specified catalog.
Service Catalog	Get Cart_Content	Retrieves the details of the items within the logged in user's cart.
Service Catalog	Get Category Information	Retrieves the available information for a specified category.
Table	List Table Records	Retrieves multiple records for the specified table.
Table	List Database Tables	Retrieves the list of tables for the ServiceNow instance.
Trouble Ticket Open	Create Trouble Ticket	Creates a record in the Case [sn_customerservice_case] or Incident [incident] table.
Trouble Ticket Open	List All Trouble Tickets	Retrieves a list of all trouble ticket records from the Case [sn_customerservice_case] and Incident [incident] tables.
Trouble Ticket Open	Update Trouble Ticket by ID	Updates a specified record in the Case [sn_customerservice_case] or Incident [incident] table.
Trouble Ticket Open	Get Trouble Ticket by ID	Retrieves a specified record from the Case [sn_customerservice_case] or Incident [incident] table.
Uncategorized	Get Catalog Items List	Retrieves a list of catalog items based on the specified parameters.
Uncategorized	Get Contacts	Retrieves a specified set of Customer Service Management (CSM) contacts.
Uncategorized	Get Wish List - Current User	Retrieves the list of items in the logged in user's wish list.
Uncategorized	Get Accounts	Retrieves a specified set of Customer Service Management (CSM) accounts.
Uncategorized	Get List of Categories by Catalog	Retrieves the list of available categories for the specified catalog.
Uncategorized	Get Consumers	Retrieves a specified set of Customer Service Management (CSM) consumer records.
Uncategorized	Get All Trouble Tickets	Retrieves a list of all trouble ticket records from the Case [sn_customerservice_case] and Incident [incident] tables.
Uncategorized	Get Users Undelegated Item Request	Returns a list of users whose request for the specified item cannot be delegated (requested by another user.) Can call before Add to Cart or Order Now
Uncategorized	Verify User Acquisition Rights to Catalog Item	Verifies whether the specified delegated user has acquisition rights to the specified service catalog item.
Uncategorized	Add Item to Wish List	Adds the specified item to the wish list cart.
Uncategorized	Get Cart	Retrieves the details of the items within the logged in user's cart.
Uncategorized	Get List of Catalogs	Retrieves a list of catalogs to which the user has access based on the passed in parameters.
Uncategorized	Get Items by Order Guide	Retrieves a list of items based on the needs described for an order guide.