Note: This is a premium feature or service. This article only applies to your community if your Firstup contract includes this premium functionality. Please contact your Customer Success Manager with any questions about feature availability for your community.
The ServiceNow Application provides employees with IT management solutions.
Users have instant access to ServiceNow tasks or information directly from Firstup via their web or mobile experience. For example, users can see what tasks or tickets are assigned to them directly from the member experience screen without the need to access the ServiceNow app.
User Experience
User Access
There are two ways users can access ServiceNow integration directly from their web or mobile experience:
- From the using assistant command center. Click the lightbulb in the bottom corner, then the
icon.
- Directly from Shortcuts at the top of your member experience. The app's title is configurable and may be named differently in your experience:
Clicking the application opens the ServiceNow side panel directly in the member experience. The list of available commands will differ depending on the user's role:
User Login
If a user has access to member experience and ServiceNow and is configured, when they are logged into the member experience and access the ServiceNow integration, they will be automatically logged in and can view the ServiceNow side panel.
In incidents where authentication fails, the user is prompted to log into their ServiceNow account by entering their ServiceNow user credentials.
List Assigned Incidents
View a list of incidents assigned to you. Newly assigned and in-progress incidents are included. Click on each incident to view its full details. These incidents can be commented on, and work notes can be added if your user account is authenticated.
List My Assets
View a list of assets as recorded in your ServiceNow instance. Click each asset to view its full details. You can also view individual asset details if your user account is authenticated.
List Requested Incidents
View a list of your requested incidents or change orders. Click on each incident to view its full details and comments. You can also comment on each incident if your user account is authenticated.
List the Service Catalogue
View the service catalogue as recorded in your ServiceNow instance. You must be logged in and authenticated to view the service catalogue.
List Pending Approvals
As a manager, view your pending approvals. This includes the approval details and any comments. You can also approve, reject and comment on these approvals if your user account is authenticated.
Install and Configure UKG Integration
To complete these instructions, you must have access to ServiceNow (administrator level), an active community with Firstup, a contract with Firstup for this premium feature and be a nominated administrator by Firstup.
To establish the connection between Firstup and your ServiceNow instance:
Authentication Overview
Our ServiceNow integration uses two authentication methods:
- Service Account - Authenticates by the username and password for a dedicated user account created by you on your ServiceNow instance. In most cases, this will be used to fetch read-only data from ServiceNow.
- User Access Token - Firstup uses the oAuth 2.0 Authorization Code Flow. This allows the integration to receive a user access token and act on users' behalf. Firstup requires user authentication for any operations that involve modifying data on ServiceNow. These operations include commenting, approving, leaving notes, etc.
We recommend configuring both authentication methods. Read-only integration is possible with service account authentication only, but requires further configuration in Classic Studio to disable certain commands. Contact Firstup for this configuration.
Configuration Parameters
To integrate Firstup with ServiceNow, Firstup requires these parameter values:
- ServiceNow instance URL:
url. This is your ServiceNow subdomain and must be set in thesn_instancefield. For example:https://{your-subdomain}.service-now.com - Service account credentials:
usernameandpassword. - oAuth client credentials:
client_idandclient_secret.
The full integration supports the following:
| Parameter | Reference |
| url |
Base API URL. Our sandbox example is:
The full URL needs to be set in this field. The subdomain must be set in the |
| username |
Used for server-to-server authentication. This is the username for the user account created in your ServiceNow instance. This user can be created in User Administrator > Users section. This created user account must have permissions to access service requests, change requests, service tasks, incidents, assets and approvals. |
| password | Used for server-to-server authentication. This is the password for the user account created in your ServiceNow instance. |
| enable_edit | Allows user editing for change requests, incidents, etc. |
| enable_approval | Allows user approval for requests. |
| enable_comment | Allows users to comment on requests. |
| enable_worknote | Allows users to edit work notes on incidents and tasks. |
| search_enabled | Allows users to search the knowledge base. |
| event_authentication_token | The sent token with webhook requests from ServiceNow instance to Pythia. |
| rejection_reason_required | Toggles if a user is required to enter a reason when rejecting a request. |
| approval_comments_field |
Stores comments. |
| approval_comments_plain_text |
(boolean) Appends comments as plain text to a comments log. |
| sn_instance | This is a subdomain of .service-now.com where your ServiceNow instance is located. |
| sn_client_id | Client ID used for oAuth flow for actions that require acting on user behalf (i.e. commenting). Created in customer SN instance in "System OAuth"->"Application Registry" section. |
| sn_client_secret | Client secret used for oAuth flow. |
oAuth Client Credentials
Note: If you are unsure of how to setup your ServiceNow integration from the steps below, reach out to Firstup who can configure your integration, or assist you.
- Go to System oAuth > Application registry create and click New.
- Select the Create an OAuth API endpoint for external clients.
- Complete the required fields:
- Enter a name for the integration application - (example - Firstup Assistant Integration)
- Redirect URL - https://eva.socialchorus.com/api/v1/integrations/servicenow/callback
- Click Submit. The app is saved.
- Open the app and copy the client_id.
- Click on the lock icon next to the Client Secret to reveal. Copy this client_secret.
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