ServiceNow

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:

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.
   
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:
   

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:
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: