Intro
Our integration with ServiceNow is very quick and aligns to our motto - keep it seemple.
Due to the nature of the ServiceNow structure and before we start, we would like to share the entire process in order to make sure all resources on your side are aligned and familiar with Seemplicity.
Step-by-Step instructions
Create an endpoint for clients to access the instance: https://docs.servicenow.com/bundle/quebec-platform-administration/page/administer/security/task/t_CreateEndpointforExternalClients.html
This is the redirect url you need to enter on the SNOW side:
Example:
Create an OAuth application endpoint for external client applications to access the ServiceNow instance.
Once done, copy and paste the following fields to the SNOW section in Seemplicity UI:
Your SNOW URL
The client ID of the OAuth app
The client secret from the OAuth app
Please make sure you approve the oauth APP in the UI
(this is a template - the full url will be shared separately in case this step was skipped in the initial integration process):
https://your_domain.service-now.com/oauth_auth.do?response_type=code&redirect_uri=https://api.seemplicity.io/ticketmaster/servicenow/oauth&client_id=your_ID&state=your_domain.service-now.com,https://app.seemplicity.io
Please share the following items with us so we can adjust our field mapping algorithm:
Share what is the catalog item/s that we are using to route tickets
Share if and how your SNOW admin changed these customized fields in SNOW (sharing the default values):
due date
state
short description
description
If you have more mandatory fields (beside assignment group) - let us know.
If you can please validate if the ticket should be opened as "request" or "incident" and what is the table name.
Also, kindly send us a sample API request from the SNOW API explorer that successfully creates a ticket so we can identify any custom / modularized field.