ServiceNow integration

If you’re new to integrations in Rewst, read through our introductory integration documentation here.

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

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 here. The steps listed below won't work until you have this completed. If you already had a developer or partner instance granted at the time of your ServiceNow onboarding, this should be sufficient. Actions taken within the developer instance won't affect what's in your customer or partner instances

Set up steps in ServiceNow

  1. Log in to your ServiceNow account.

  2. Click on the Developer Program tile under the My Apps menu.

  3. Click Start Building if prompted. This will appear if this is your first time logging in to the Developer Portal.

  4. 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 .

  5. Copy the hostname someplace secure. You'll need this for further steps in Rewst.

  6. Navigate to All > User Administration > Users.

  7. Click New to add a new user.

    The new user set up page

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

  9. Check the Active box.

  10. Click Submit.

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

  12. Click Set Password.

  13. Click Generate to create a new secure password. Copy this password and save the information with your hostname and username.

  14. Click Save Password.

Set up steps in Rewst

  1. Navigate to Configuration > 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.

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.

Actions and endpoints

For more on how actions work in Rewst, check out our introductory actions documentation here.

Endpoint plugin requirements

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).

Account

List Accounts

GET example.service-now.com/now/account

Retrieves a specified set of Customer Service Management (CSM) accounts.

Get Account by ID

GET example.service-now.com/now/account/{id}

Retrieves the specified Customer Service Management (CSM) account.

Consumer

List Consumers

GET example.service-now.com/now/consumer

Retrieves a specified set of Customer Service Management (CSM) consumer records.

Get Consumer by ID

GET example.service-now.com/now/consumer/{id}

Retrieves the specified Customer Service Management (CSM) consumer record.

Create New Consumer

POST example.service-now.com/now/consumer

Creates a new Customer Service Management (CSM) consumer.

Contact

List Contacts

GET example.service-now.com/now/contact

Retrieves a specified set of Customer Service Management (CSM) contacts.

Get Contact by ID

GET example.service-now.com/now/contact/{id}

Retrieves the specified Customer Service Management (CSM) contact.

Create New Contact

POST example.service-now.com/now/contact

Creates a new Customer Service Management (CSM) contact.

Generic Request

Generic API Request

GET example.service-now.com/<url_path>

Generic action for making authenticated requests against the ServiceNow API

Order

Get Order by ID

GET example.service-now.com/sn_csm_order_mgmt/order/{id}

Retrieves complete order details by specifying the sys_id or order number.

Create New Order

POST example.service-now.com/sn_csm_order_mgmt/order

Creates a new order with line items and characteristics.

List Product Order

GET example.service-now.com/sn_ind_tmt_orm/order/productOrder

Retrieves all product orders

List Product Order by ID

GET example.service-now.com/sn_ind_tmt_orm/order/productOrder/{id}

Retrieves the specified product order.

Update Customer Order

PATCH example.service-now.com/sn_ind_tmt_orm/order/productOrder/{id}

Updates the specified customer order.

Cancel Customer Order

POST example.service-now.com/sn_ind_tmt_orm/cancelproductorder

Cancel the specified customer order.

Create Customer Order

POST example.service-now.com/sn_ind_tmt_orm/order/productOrder

Creates the specified customer order.

List Service Orders

GET example.service-now.com/sn_ind_tmt_orm/order/serviceorder

Retrieves all service orders

Get Service Order

GET example.service-now.com/sn_ind_tmt_orm/order/serviceorder/{id}

Retrieves specific service orders

Cancel Service Order

POST example.service-now.com/sn_ind_tmt_orm/cancelserviceorder

Cancel the specified service order.

Create Service Order

POST example.service-now.com/sn_ind_tmt_orm/order/serviceorder

create new service order

Update Service Order

PATCH example.service-now.com/sn_ind_tmt_orm/order/serviceorder/{id}

Update specific service order

Service Catalog

Delete Item from Cart

DELETE example.service-now.com/sn_sc/servicecatalog/cart/{cart_item_id}

Deletes the specified item from the current cart.

Delete Cart

DELETE example.service-now.com/sn_sc/servicecatalog/cart/{sys_id}/empty

Deletes a specified cart and the contents of the cart.

Get Cart_Content

GET example.service-now.com/sn_sc/servicecatalog/cart

Retrieves the details of the items within the logged in user's cart.

Get Shipping Address by User ID

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.

List Catalogs

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.

List Categories by Catalog

GET example.service-now.com/sn_sc/servicecatalog/catalogs/{sys_id}/categories

Retrieves the list of available categories for the specified catalog.

Get Catalog Information

GET example.service-now.com/sn_sc/servicecatalog/catalogs/{sys_id}

Retrieves the available information for a specified catalog.

Get Category Information

GET example.service-now.com/sn_sc/servicecatalog/categories/{sys_id}

Retrieves the available information for a specified category.

List Catalog Items

GET example.service-now.com/sn_sc/servicecatalog/items

Retrieves a list of catalog items based on the specified parameters.

Verify User Acquisition Rights to Catalog Item

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 Catalog Item by ID

GET example.service-now.com/sn_sc/servicecatalog/items/{sys_id}

Retrieves a specified catalog item.

List Wish List Items - Current User

GET example.service-now.com/sn_sc/servicecatalog/wishlist

Retrieves the list of items in the logged in user's wish list.

Get Item Detail from 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.

Process Checkout

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.

Submit Order

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 ).

Add Item to Cart

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.

Add Item to Wish List

POST example.service-now.com/sn_sc/servicecatalog/items/{sys_id}/add_to_wishlist

Adds the specified item to the wish list cart.

Get Contents for Checkout

POST example.service-now.com/sn_sc/servicecatalog/items/{sys_id}/checkout_guide

Retrieves an array of contents requested for checkout.

List Users with sUndelegated Item Request

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

Order Item

POST example.service-now.com/sn_sc/servicecatalog/items/{sys_id}/order_now

Orders the specified catalog item.

Submit Record Producer

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.

Display Value

POST example.service-now.com/sn/sc/servicecatalog/variables/{sys_id}/display_value

Returns the display value of the specified variable.

Update Item in Cart

PUT example.service-now.com/sn_sc/servicecatalog/cart/{cart_item_id}

Updates the specified item in the logged in user's cart.

List Items Needed by Order Guide

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.

Trouble Ticket Open

List All Trouble Tickets

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 Trouble Ticket by ID

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.

Update Trouble Ticket by ID

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.

Create Trouble Ticket

POST example.service-now.com/sn_ind_tsm_sdwan/ticket/troubleTicket

Creates a record in the Case [sn_customerservice_case] or Incident [incident] table.

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