ServiceNow Application

With Integrations v11.1, a DelineaIntegrations ServiceNow application is available in the ServiceNow app store allowing approval workflow management.

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Prerequisites

In ServiceNow:

  • A ServiceNow instance and familiarity with the ServiceNow product.

  • Three role credentials:

    • a ServiceNow Instance administrator user.
    • an application administrator user.
    • an application approver user.

In the Integrations console:

  • Under Admin > Configuration > Advanced, set the API Settings > API Enabled switch to Yes.
  • An API Client User to use with the ServiceNow webhook configuration.
  • A Foreign Systems configuration for the ServiceNow webhook configuration. For details, see ServiceNow Webhook Setup.

Approval Workflow Between Integrations and the ServiceNow Application

This Foreign Systems setup requires an active Webhook configuration.

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Requests and Responses

All requests received are listed under the Request menu.

There is a new Metadata field in the ServiceNow approval request data named InitiatorUserName, which will always be in the format DOMAIN\USERNAME. This is in addition to the UserName field, which was intended to be a display name and can change depending on how the user was created or updated. The behavior of UserName will not change, so if you require a consistent value, use InitiatorUserName instead.

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To verify the status and status code, select the individual requests received.

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Activity Setup

Activity Details can be configured with various process parameters, like max timeout values.

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