Configuring the ServiceNow Action

Back to Actions Integrations

Connect ServiceNow to create, view, update, search, and delete incidents and requests. See ServiceNow for more information.

ServiceNow Actions Integration is supported for the ServiceNow cloud versions (Tokyo, Utah, and Vancouver) but not for on-premises instances.

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Authorizations Supported

The XO Platform supports basic authentication for ServiceNow. See App Authorization Overview for details.

Authorization Type	Basic OAuth
Pre-authorize the Integration	Yes
Allow Users to Authorize the Integration	Yes

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Step 1: Enable the ServiceNow Action

Prerequisites:

• If you don’t have ServiceNow credentials, create a developer account. See ServiceNow Developer Instance Documentation.
• Copy the User sub domain, username/email, and password of your ServiceNow account.

Steps:

1. Go to App Settings > Integrations > Actions.
2. Select ServiceNow.

Pre-authorize the Integration

Basic OAuth

1. Go to App Settings > Integrations > Actions and select ServiceNow.

2. In Configurations, select the Authorization tab.

3. Set Authorization Type to Pre-authorize the Integration > Basic Auth.

   

4. Enter the following details:

   • User Sub Domain – The instance name of the ServiceNow account.
   • Username or Email – The username or email of the ServiceNow account.
   • Password – The password of the ServiceNow account.

5. Click Enable. The Integration Successful pop-up is displayed.

   

Allow End User to Authorize

1. Go to App Settings > Integrations > Actions and select ServiceNow.

2. In Configurations, select the Authorization tab.

3. Select Basic Auth. See App Authorization Overview.

   

4. Click Select Authorization > Create New.

   

5. Set Authorization Type to Allow Users to Authorize the Integration > Basic Auth, then enter the following credentials:

   • Name – Name for the Basic Auth profile.
   • Base URL – Base tenant URL for ServiceNow instance.
   • Authorization Check URL – Authorization check URL for your ServiceNow instance.
   • Description – Description of the profile.
   

6. Click Save Auth.

7. Select the new Authorization Profile.

   

8. Click Enable.

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Step 2: Install the ServiceNow Action Templates

1. On the Integration Successful dialog, click Explore Templates.

   

2. Click Install to begin installation.

   

3. Once installed, click Go to Dialog. A dialog task for each template is auto-created.

   

4. Select the desired dialog task and click Proceed.

   

5. The dialog task is auto-created and the canvas opens with all required entity nodes, service nodes, and message scripts.