ServiceNow integration setup guide

This document outlines the required ServiceNow configuration steps to enable integration with Support Fusion. Complete these steps in your ServiceNow instance before configuring the connection in Support Fusion.

Prerequisites

• ServiceNow instance administrator access

• Knowledge of ServiceNow user management and application configuration

Step 1: Create API Integration User

This dedicated user account will be used by Support Fusion to authenticate with your ServiceNow instance and perform all integration activities. Any actions performed through the integration (such as creating, updating, or commenting on tickets) will appear in ServiceNow audit logs and activity feeds as being performed by this user.

1.1 Create New User Account

1. Navigate to User Administration > Users in ServiceNow

2. Click New to create a new user

3. Fill in the required fields:

   • User ID: Create a dedicated service account (e.g., support.fusion or support_fusion_api)

   • First name: Support

   • Last name: Fusion

   • Email: Use a monitored email address for notifications

   • Active: Check this box

   • Web service access only: Check this box (recommended for API-only accounts)

1.2 Configure User Settings

1. In the Roles tab of the user record:

   • Add necessary roles for API access (see Permissions section below)

2. Save the user record

3. Note the User ID - you'll need this for Support Fusion configuration

Step 2: Create OAuth Application

2.1 Access Application Registry

1. Navigate to System OAuth > Application Registry

2. Click New to create a new OAuth application

3. Select Create an OAuth API endpoint for external clients

2.2 Configure OAuth Application

1. Fill in the application details:

   • Name: Support Fusion Integration

   • Client ID: This will be auto-generated (copy this value)

   • Client Secret: This will be auto-generated (copy this value)

   • Login URL: Leave blank (not required for this integration)

   • Refresh Token Lifespan: Can be left as default, or modified if required by your security policies

   • Access Token Lifespan: Can be left as default, or modified if required by your security policies

2.3 Configure Application Scope

1. In the OAuth Entity Scopes related list, add the required scopes:

   • useraccount

   • Add any additional scopes required for ticket management

2. Save the OAuth application record

2.4 Record OAuth Credentials

Make note of the following values - you'll need them for Support Fusion configuration:

• Client ID

• Client Secret

• ServiceNow Instance URL (e.g., <https://your-instance.service-now.com)

Step 3: Configure API User Permissions

The API user needs to have permission to access the following ServiceNow API endpoints:

• Create/Read/Update Incident: /table/incident

• Create/Read/Update Catalog Task: /table/sc_task

• Create/Read/Update Problem: /table/problem

• Create/Read/Update Task: /table/task/

• Read Comments: /table/sys_journal_field

• Read Attachments: /table/sys_attachment?sysparm_query=table_name=${tableName}^table_sys_id=${ticketId}

• Download Attachment: /attachment/${attachmentSysId}/file

• Upload Attachment: /attachment/file

• Read Request: /table/sc_request

• Read Catalog Task Variables MTM: /table/sc_item_option_mtom

• Read Catalog Task Variables: /table/sc_item_option

• Read Field Values: /table/sys_choice (with params: element=${elementType}, sysparm_query=name=${ticketName})

• Read User Info: /table/sys_user/${userSysId}

• Read Groups: /table/sys_user_group?sysparm_fields=sys_id,name,description,active&sysparm_query=active=true

• Read Companies /table/core_company (with params: sysparm_fields=sys_id,name, sysparm_query=GOTOactive=true)

Next Steps

Once you have completed these ServiceNow configuration steps, you can proceed to configure the ServiceNow integration in Support Fusion using:

• ServiceNow Instance URL

• OAuth Client ID

• OAuth Client Secret

• API User credentials