ServiceNow Integration

Customer IT / SpaceIQ Onboarding Team

 

ServiceNow is an enterprise-grade platform used to manage various maintenance tickets or other workflow-related tasks. It can be extended with custom ticketing functionality.

You do need to have a ServiceNow account and a SiQ account in order to integrate these systems. The names and emails must match between the two systems in order for tickets from SpaceIQ to be properly assigned in ServiceNow.

Tickets get pushed to ServiceNow in near real-time, but updates from ServiceNow to SiQ happen daily.

SiQ has built a custom integration using ServiceNow's REST interfaces to perform the following functionality:

  • Import three types of tickets
    • Problems
    • Incident
    • Sc_requests
  • Push employee moves created in SiQ to ServiceNow tickets (only Now, not future)
  • Push mobile service tickets from SiQ to ServiceNow upon creation or update
  • Undo moves also updates both systems

Contents

Prerequisites

You will need ServiceNow admin privileges to complete this integration and for the SiQ setup, you must have a SiQ Admin or an IT role.

Integration Activities

Step 1. Activate the ServiceNow Integration in SiQ

From the SiQ Web App, complete the following:

  1. Click your Profile Name in the top right corner.
  2. Click Settings. The Settings screen displays.
  3. From the left menu, click Integrations.
  4. From the Third Party Integrations area, click the READ MORE link. The Integrations screen displays.

You can either search for ServiceNow in the Search field or navigate to ServiceNow tile. To navigate complete the following:

  1. From the left menu, click Ticketing.
  2. For ServiceNow, click the Activate button.

The ServiceNow dialog displays and it contains the Ticketing via ServiceNow tab.

Ticketing via ServiceNow tab

servicenow.PNG

Complete the following fields and note that each field has its own explanation of where the value is found in ServiceNow.

  • Domain (required) - Your company's ServiceNow instance domain name, found in your browser's URL bar when you are logged in to ServiceNow.
  • Account User Name (required) - Input the username that you will create in the Create API User section below.
  • Account Password (required) - Again, input the password for the username you will create below.
  • Schema Custom Attributes
  • Filter Only Matching Tickets

Step 2. Set up ServiceNow

Step 2.1 Create API User

In the ServiceNow portal, create a user with admin and API access permissions to perform CRUD operations on the tickets.

Step 2.2 Add Custom Application Menu

In order for a SiQ to export move order tickets to ServiceNow, a custom application with a table must be created in ServiceNow.

Follow these instructions to create a custom application, and name your application's menu "SpaceIQ Service Desk" in the category of "Custom Applications". Click Save/Create, then move on to creating a table.

Step 2.3 Create Application Table

You can read more about ServiceNow application tables here.

Follow these instructions to create a table. During or after the table creation, add the following columns to the table: 

Type

Column Label

Column Name

Max Length

String (Full UTF-8)

Short Description

u_short_description

255

String (Full UTF-8)

Description

u_description

255

String (Full UTF-8)

Employee Name

u_employee_name

255

String (Full UTF-8)

Employee Email

u_employee_email

255

String (Full UTF-8)

Employee Phone

u_employee_phone

255

String (Full UTF-8)

Employee Department

u_employee_department

255

String (Full UTF-8)

Employee Team

u_employee_team

255

String (Full UTF-8)

Employee Current Seat

u_employee_current_seat

255

String (Full UTF-8)

Employee New Seat

u_employee_new_seat

255

String (Full UTF-8)

Employee Assets

u_employee_assets

255

String (Full UTF-8)

Employee Notes

u_employee_notes

255

Import ServiceNow Tickets to SiQ

Custom Attributes

SiQ provides a way to import basic and non-standard attributes into Tickets through integration configuration.

For example:

 '{"contact_type":"phone"}'

Ticket Filtering

Also, in order to import relevant tickets from ServiceNow, users have an option to set up filtering criteria by a given field and value. Upon activation of filtering, only tickets that match this criteria will be imported into SiQ. All others will be skipped.

For example:

 '{"priority":"1"}'

These custom attribute and filtering fields are mapped with JSON, and field names can be found in this ServiceNow API document.

Import Process

SiQ will import tickets according to the following criteria:

  • Tickets will be imported every 24 hours.
  • The initial import will include tickets (problems, incidents, service requests) up to one year old.
  • After an initial import, SiQ will import all the tickets opened or modified. The new tickets will appear in SiQ with a delay of up to 24 hours, depending on the timing of the synchronization.

The following ticket tables will be imported from ServiceNow into SiQ:

  • Problems
  • Incidents
  • SC_Requests

 Upon the import, SiQ will: 

  • Associate ServiceNow ticket owner user(s) with the corresponding user in SiQ.
  • Associate “Assigned To” user(s) with the corresponding user in SiQ.
  • Associate “Assigned To” department(s) with a department in SiQ.
  • Associate tickets with a building in SiQ using the building's address. The addresses should be identical between SiQ and ServiceNow

Move Order Ticket Creation in ServiceNow

SiQ will export move(s) tickets performed in the SiQ on the NOW Plan.

The following scenarios are supported:

  • Seating an employee in a new seat in SiQ will create a ticket in the SiQ Service Desk in ServiceNow.
  • Unseating an employee in SiQ will create a corresponding ticket in ServiceNow.
  • Seating an employee and then undoing the action will result in the creation and deletion of the corresponding tickets in ServiceNow.
  • Moving an employee from seat to seat will create a corresponding ticket in ServiceNow.
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