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 Integrations in the left side menu of your Rewst platform.

2. In the Integrations page, search for the ServiceNow integration.

3. Click on the integration tile to launch the configuration setup dialog.

4. Choose from either Production or Demo Mode for the setup of your integration:

   1. Production: Connect with real credentials for live data

   2. Demo Mode: Explore the integration with simulated mock responses

5. Click Next: Configure and Authenticate.

6. Select + Create New Credential from the Credential drop-down selector.

7. Enter the information copied from ServiceNow into the relevant fields:

   1. Hostname

   2. User Name

   3. Password

8. Click Save Credential.

9. Click Next: Confirm.

10. Click Install Integration. The integration will now appear in the top Connected section of your Integrations page.

11. Click on the installed integration. Scroll down to the Org Mappings section of the configuration page and complete organization mapping as needed.

ServiceNow endpoint plugins

ServiceNow has a limitation which requires you to add the following plugins to your ServiceNow instance for actions to show up and properly work in Rewst. Add these before attempting to use ServiceNow actions in Rewst. Note that the Rewst Agent will not have access to your ServiceNow platform and can't check if you have these installed; setup and installation will be your responsibility. If you were a Rewst Classic customer and set this up for your original integration, the plugins will still work as you previously set them up for your new Rewst integration.

• 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)

ServiceNow Domain Separation in Rewst

See ServiceNow's own documentation on Domain Separation here.

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. 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 actions, 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.

Triggers for ServiceNow integration

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

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