# ServiceNow Plugins

# Overview

Process Automation integrates with ServiceNow through a variety of plugins listed below. By integrating Process Automation with ServiceNow, users can automate many of their operations around Incidents, Change Requests, Service Requests, Tasks and much more. These integrations allow operations teams to provide self-service mechanisms to users throughout the business, as well as setup event-driven automation for workflows that involve ServiceNow.

ServiceNow Plugins
Plugin Name Plugin Type ServiceNow Table
Update Incident State Job Step Incident
Check Incident Assigned Job Step Incident
Check Incident State Job Step Incident
Comment Incident Job Step Incident
Create Incident Job Step Incident
Edit Incident Job Step Incident
View Incident Job Step Incident
Check Change State Job Step Change
Update Change State Job Step Change
Create Change Request Job Step Change
Create Incident Notification Incident
Comment Incident Notification Incident
Create Change Request Notification Change
ServiceNow Node Source Node Source CMDB

Click to expand to see the full list of Process Automation plugins for ServiceNow

# Setup

Authentication for the ServiceNow plugins can be configured for the entire system or for an individual project.

# Add ServiceNow Account Password to Key Storage

System Key Storage
Place the ServiceNow credentials into the System Key Storage if all Process Automation Projects will share the same ServiceNow credentials.

  1. Click on the System Menu (gear icon) in the upper right.
  2. Click on Key Storage
  3. Click +Add or Upload a Key. Select Password for the Key Type.
  4. Paste the ServiceNow password into the field.
  5. Click Save: Add Password to Key Storage

Project Key Storage
Place the ServiceNow credentials into the Project Key Storage if only a specific project should use these ServiceNow credentials.

  1. In the specific project, click on Project Settings in the lower left.
  2. Click on Key Storage.
  3. Click +Add or Upload a Key. Select Password for the Key Type.
  4. Paste the ServiceNow password into the field.
  5. Click Save.

# Project Level Configuration

Use the following steps to configure authentication for the ServiceNow plugins for a specific project.

  1. In the specific project, click on Project Settings in the lower left.
  2. Click on Edit Configuration then click on Plugins. Plugin Suite Project Settings
  3. Click on +PluginGroup.
  4. Select ServiceNow from the list.
  5. Add your ServiceNow instance URL to the Server URL field.
  6. Place an active ServiceNow username into the User name field. This user must have sufficient permissions to perform the actions that will be automated by Process Automation.
  7. Click Select next to the Password Key Storage Path field and find the ServiceNow password from the prior section stored in Key Storage.
  8. Click Save for the plugin configuration.
  9. Click Save for the Project Settings: Saving Plugin suite settings

# System Level Configuration

Use the following steps to configure authentication for the ServiceNow plugins for the whole Process Automation system.

  1. Click on the System Menu (gear icon) in the upper right.
  2. Click on System Configuration.
  3. Navigate to the ServiceNow section and click on the Pencil Icon in the upper right: Edit Plugin Suite Sysytem Level
  4. Add your ServiceNow instance URL to the Server URL field.
  5. Place an active ServiceNow username into the User name field. This user must have sufficient permissions to perform the actions that will be automated by Process Automation.
  6. Click Select next to the Password Key Storage Path field and find the ServiceNow password from the prior section stored in Key Storage.
  7. Click Save for the plugin configuration: Save ServiceNow Plugin System Config
Last Updated: 9/28/2023, 11:38:04 PM