ServiceNow integration
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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.
Before you complete integration setup, you'll need to obtain a developer instance from ServiceNow. This is a request process documented on their own website . The steps listed below won't work until you have this completed. If you already had a , this should be sufficient. Actions taken within the developer instance won't affect what's in your customer or partner instances
Log in to your ServiceNow account.
Click on the Developer Program tile under the My Apps menu.
Click Start Building if prompted. This will appear if this is your first time logging in to the Developer Portal.
Find the hostname for your ServiceNow instance. This would be the part of the URL that appears before the first / . For example, in a URL that reads as dev12345.service-now.com/abc123/4567 , the host name would be dev12345.service-now.com .
Copy the hostname someplace secure. You'll need this for further steps in Rewst.
Navigate to All > User Administration > Users.
Click New to add a new user.
Enter RewstAPI into the User ID field. Save this information with your hostname. You'll need it for further steps in Rewst.
Check the Active box.
Click Submit.
Click on the new user that appears in the total user table to re-open its record.
Click Set Password.
Click Generate to create a new secure password. Copy this password and save the information with your hostname and username.
Click Save Password.
Navigate to Configuration > Integrations in the left side menu of your Rewst platform.
Click on the integration tile to launch the configuration setup page.
Under Parameters, enter the information you copied out of ServiceNow into the relevant fields:
Hostname
Password
User Name
Click Save Configuration.
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).
GET example.service-now.com/now/account
Retrieves a specified set of Customer Service Management (CSM) accounts.
GET example.service-now.com/now/account/{id}
Retrieves the specified Customer Service Management (CSM) account.
GET example.service-now.com/now/consumer
Retrieves a specified set of Customer Service Management (CSM) consumer records.
GET example.service-now.com/now/consumer/{id}
Retrieves the specified Customer Service Management (CSM) consumer record.
POST example.service-now.com/now/consumer
Creates a new Customer Service Management (CSM) consumer.
GET example.service-now.com/now/contact
Retrieves a specified set of Customer Service Management (CSM) contacts.
GET example.service-now.com/now/contact/{id}
Retrieves the specified Customer Service Management (CSM) contact.
POST example.service-now.com/now/contact
Creates a new Customer Service Management (CSM) contact.
GET example.service-now.com/<url_path>
Generic action for making authenticated requests against the ServiceNow API
GET example.service-now.com/sn_csm_order_mgmt/order/{id}
Retrieves complete order details by specifying the sys_id or order number.
POST example.service-now.com/sn_csm_order_mgmt/order
Creates a new order with line items and characteristics.
GET example.service-now.com/sn_ind_tmt_orm/order/productOrder
Retrieves all product orders
GET example.service-now.com/sn_ind_tmt_orm/order/productOrder/{id}
Retrieves the specified product order.
PATCH example.service-now.com/sn_ind_tmt_orm/order/productOrder/{id}
Updates the specified customer order.
POST example.service-now.com/sn_ind_tmt_orm/cancelproductorder
Cancel the specified customer order.
POST example.service-now.com/sn_ind_tmt_orm/order/productOrder
Creates the specified customer order.
GET example.service-now.com/sn_ind_tmt_orm/order/serviceorder
Retrieves all service orders
GET example.service-now.com/sn_ind_tmt_orm/order/serviceorder/{id}
Retrieves specific service orders
POST example.service-now.com/sn_ind_tmt_orm/cancelserviceorder
Cancel the specified service order.
POST example.service-now.com/sn_ind_tmt_orm/order/serviceorder
create new service order
PATCH example.service-now.com/sn_ind_tmt_orm/order/serviceorder/{id}
Update specific service order
DELETE example.service-now.com/sn_sc/servicecatalog/cart/{cart_item_id}
Deletes the specified item from the current cart.
DELETE example.service-now.com/sn_sc/servicecatalog/cart/{sys_id}/empty
Deletes a specified cart and the contents of the cart.
GET example.service-now.com/sn_sc/servicecatalog/cart
Retrieves the details of the items within the logged in user's cart.
GET example.service-now.com/sn_sc/servicecatalog/cart/delivery_address/{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.
GET example.service-now.com/sn_sc/servicecatalog/catalogs
Retrieves a list of catalogs to which the user has access based on the passed in parameters.
GET example.service-now.com/sn_sc/servicecatalog/catalogs/{sys_id}/categories
Retrieves the list of available categories for the specified catalog.
GET example.service-now.com/sn_sc/servicecatalog/catalogs/{sys_id}
Retrieves the available information for a specified catalog.
GET example.service-now.com/sn_sc/servicecatalog/categories/{sys_id}
Retrieves the available information for a specified category.
GET example.service-now.com/sn_sc/servicecatalog/items
Retrieves a list of catalog items based on the specified parameters.
GET example.service-now.com/sn_sc/servicecatalog/items/{item_sys_id}/delegation/{user_sys_id}
Verifies whether the specified delegated user has acquisition rights to the specified service catalog item.
GET example.service-now.com/sn_sc/servicecatalog/items/{sys_id}
Retrieves a specified catalog item.
GET example.service-now.com/sn_sc/servicecatalog/wishlist
Retrieves the list of items in the logged in user's wish list.
GET example.service-now.com/sn_sc/servicecatalog/wishlist/{cart_item_id}
Retrieves the details of the specified item stored in the wish list cart.
POST example.service-now.com/sn_sc/servicecatalog/cart/checkout
Retrieves and processes the checkout for the current cart based on whether the two-step checkout process is enabled.
POST example.service-now.com/sn_sc/servicecatalog/cart/submit_order
Checks out the user cart, based on the current check-out type (one-step or two-step ).
POST example.service-now.com/sn_sc/servicecatalog/items/{sys_id}/add_to_cart
Adds the specified item to the cart of the current user.
POST example.service-now.com/sn_sc/servicecatalog/items/{sys_id}/add_to_wishlist
Adds the specified item to the wish list cart.
POST example.service-now.com/sn_sc/servicecatalog/items/{sys_id}/checkout_guide
Retrieves an array of contents requested for checkout.
POST example.service-now.com/sn_sc/servicecatalog/items/{item_sys_id}/get_invalid_delegated_users
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
POST example.service-now.com/sn_sc/servicecatalog/items/{sys_id}/order_now
Orders the specified catalog item.
POST example.service-now.com/sn_sc/servicecatalog/items/{sys_id}/submit_producer
Creates a record and returns the Table API relative path and redirect URL to access the created record.
POST example.service-now.com/sn/sc/servicecatalog/variables/{sys_id}/display_value
Returns the display value of the specified variable.
PUT example.service-now.com/sn_sc/servicecatalog/cart/{cart_item_id}
Updates the specified item in the logged in user's cart.
PUT example.service-now.com/sn_sc/servicecatalog/items/{sys_id}/submit_guide
Retrieves a list of items based on the needs described for an order guide.
GET example.service-now.com/sn_ind_tsm_sdwan/ticket/troubleTicket
Retrieves a list of all trouble ticket records from the Case [sn_customerservice_case] and Incident [incident] tables.
GET example.service-now.com/sn_ind_tsm_sdwan/ticket/troubleTicket/{id}
Retrieves a specified record from the Case [sn_customerservice_case] or Incident [incident] table.
PATCH example.service-now.com/sn_ind_tsm_sdwan/ticket/troubleTicket/{id}
Updates a specified record in the Case [sn_customerservice_case] or Incident [incident] table.
POST example.service-now.com/sn_ind_tsm_sdwan/ticket/troubleTicket
Creates a record in the Case [sn_customerservice_case] or Incident [incident] table.
Search for ServiceNow in the integrations page.
Rewst will do a quick validation of your input. Once completed, you'll see a new section beneath the configuration form for. Complete your mapping as desired.
