ServiceNow® is a cloud-based platform that supports service management for all departments of your business including IT, human resources, facilities, field service, and more. Whether you’re using ServiceNow to improve service levels, energize employees, or change the way your enterprise works, you provide the best service when you have access to the right data.

You can use IBM App Connect to pass key data between ServiceNow and other apps – automatically, in real time. You can do so using configuration and data mapping without a need for coding, and can achieve a return on your investment in minutes/hours, not days/months.

This guide shows you how.

If you can’t find what you want, or have comments about the “how to” information, please either add comments to the bottom of this page or .

A business scenario

The challenge

You’re a busy Service professional with a full workload. You want to make sure that the services you provide to your customers, partners, and employees perform without outages. For that, you need the best data about the services and any potential issues that need addressing, in real time. So you’re using ServiceNow for service management, to eliminate service outages, address issues, and take control of your business processes.

To make the most of ServiceNow’s powerful features, you want to make sure that it has access to all the valuable data handled by your other apps, like tasks from your task management apps, customers from your CRM app, and completed questionnaires. But you don’t have the time to transfer all this information manually.

How App Connect can help

Connect App Connect to your apps, and let it pass the key information to ServiceNow – automatically, in real time. So no more time wasted manually transferring data from other apps to ServiceNow.

Similarly, when you resolve an issue in ServiceNow, you might want to reflect that by providing data to apps such as to assign a follow-up action in your task management app. Instead of spending time adding this information manually, let App Connect update other apps automatically, in real time. App Connect automates the sharing of this valuable data across these different apps.

What should I consider first?

Before you use App Connect Designer with ServiceNow, take note of the following considerations:

  • If you want to create a free ServiceNow account to test out App Connect, you’ll have to register for a ServiceNow Account for the Developer Site. Once your account is activated, you can request a ServiceNow personal developer instance.
  • If you are using a ServiceNow instance at the London release (or earlier) you need to upgrade your instance to the Madrid release or later. (At the time of writing, IBM App Connect flows have been verified using instances up to the ServiceNow Orlando release.)
    For more information about upgrading an instance, see the ServiceNow documentation.
  • To create an integration flow that passes key data between ServiceNow and other apps, you must connect App Connect to each app in the flow. To connect App Connect to your ServiceNow account, you’ll need the following details:
    • The URL of your ServiceNow instance, in the following form: https://<servicenow-id>
    • The user name and password that you use to log in to the instance. This user must be assigned the itil and soap roles to allow access to the features and capabilities required by App Connect. Your ServiceNow administrator should be able to assign these roles to your user account.
      • Example: Assigning the itil and soap roles

        Assigning the itil and soap roles

      If you are using a ServiceNow personal developer instance and access your instance using the default admin account for the System Administrator profile, you should already have the required access because this account is automatically assigned the admin role, which provides access to all features and capabilities.

      • Example: ServiceNow personal developer instance admin account

        ServiceNow admin account

    • A client ID (auto-generated) and client secret (user specified, or auto-generated if left blank). For information about obtaining a client ID and client secret, see Create an endpoint for clients to access the instance in the ServiceNow documentation. You can copy and paste the client ID and client secret values into App Connect when prompted.
      • Example of completed ServiceNow fields with client details

        To quickly navigate to this screen, you can type oauth in the filter navigator, and then click Application Registry > New > Create an OAuth API endpoint for external clients.

        Obtaining the client ID and client secret from ServiceNow

    You can connect to ServiceNow either from the Applications tab on the App Connect Catalog page, or when you add a ServiceNow application to a flow.

    • Example of completed fields for connecting from App Connect

      Example of ServiceNow connection details

Troubleshooting tips

ServiceNow personal developer instances go into hibernation and are subsequently reclaimed after a certain period of developer inactivity. If your flows include one or more ServiceNow events or actions, and you haven’t accessed your ServiceNow instance in a while, the connection between App Connect and ServiceNow might be lost because the instance is hibernating or has been reclaimed. If you see a related message in your App Connect flow, you can re-establish the connection in one of the following ways:

  • If your instance is in hibernation, either extend your instance, or log in to the ServiceNow console and generate some developer activity.
  • If your instance has been reclaimed, you’ll need to use another instance and connect App Connect to that instance.

For more information, see the Personal Developer Instance Retention and Activity section in the ServiceNow Frequently Asked Questions page.


ServiceNow tutorial flow in App Connect

Create an event-driven flow that creates a ServiceNow incident and sends an email when a Wufoo form is submitted

Learn how to use App Connect Designer to create an event-driven flow that creates a ServiceNow incident when a Wufoo form is submitted, and then sends an email to the form submitter.

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