This article only applies to your community if your Firstup contract includes this functionality. Please contact your Customer Success Manager with any questions about feature availability for your community.
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 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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