ServiceNow Ticket Integration Procedure

Owned by
Phillip Hanegan
Last updated: Jan 23, 2024
5 min read

If your organization has successfully integrated EmpowerID with ServiceNow, you have the ability to automate the creation of Request tickets in ServiceNow whenever a Business Request is initiated in EmpowerID. This allows organizations utilizing ServiceNow for their IT Service Management (ITSM) to maintain a comprehensive record of all EmpowerID-originated requests within ServiceNow. This record includes essential details such as the request's status, the requester's identity, the request's timestamp, information on approvals or rejections, and any associated comments. This task-based help topic guides you through the steps required to enable this feature in EmpowerID.

Step 1 – Configure the Business Request Type

To integrate ServiceNow Ticket integration with EmpowerID, the Workflow to Run on Step Ready setting needs to be set to CreateSnowRequestForBR. This ensures that the Pre-Step Approval Workflow Job processes Business Requests and Business Requests Items for ServiceNow integration.

  1. On the EmpowerID navbar, browse to the “No Code Flows” page by expanding Low Code/No Code Flows and clicking No Code Flows.

  2. On the No Code Flows page, select the Business Request Types tab.

  3. Search for ITShop and click the Edit link for the Business Request Type.

     

  4. Verify Workflow To Run On Step Ready is set to Create Snow Request For BR. If it is not, select it from the dropdown and save your changes.

Step 2 – Verify the Pre-Approval Step Workflow Job is Running

To access the Job, you need to have the SaaS Admin (All Access) Management Role.

  1. On the EmpowerID navbar, browse to the “EmpowerID Servers” page by expanding Infrastructure Admin >EmpowerID Servers and Settings and clicking EmpowerID Servers.

  2. On the EmpowerID Servers page, click the Server Jobs tab and search for Pre-Approval Step Workflow Job.

  3. Verify whether the Job Schedule Is Enabled is checked. In the below image, the job schedule is not enabled.

     

  4. If the Job Schedule is not enabled, do the following to enable it on your server.

    1. Click the Display Name link for the job.


      This directs you to the View One page for the job. View One pages are designed to facilitate the viewing and management of the corresponding objects in EmpowerID.

       

    2. On the View One page, click the Name link to put the job in edit mode.

       

    3. Check Job Schedule Is Enabled and save your changes.

Step 3 – Configure workflow parameters for the CreateSnowRequestsForBR workflow

The CreateSnowRequestsForBR workflow includes a number of parameters that can be configured for your ServiceNow environment. These values ensure that Request and Request Items are created in the correct ServiceNow instance. The table below lists these parameters. In this example, we set the SNOWAccountStoreID parameter. This parameter must be updated with the Account Store ID EmpowerID assigned to your ServiceNow account store when you connected EmpowerID to ServiceNow.

Parameter

Description

Parameter

Description

DefaultSNOWRequester

This is the default ServiceNow requester if the Business Request initiator does not have a user in ServiceNow.

SNOWAccountStoreID

This is the AccountStore ID for ServicedNow in EmpowerID. The ID is used to retrieve the ServiceNow user details (i.e., username & password).

SNOWApproval

This is the Approval Field and its value for the ServiceNow Request and Request Item.

SNOWPriority

This is the priority field and its value for the ServiceNow Request and Requested Item

SNOWRequestDescription

This is the description field and its dynamic value for ServiceNow Request

SNOWRequestedItemDescription

This is the description field and its dynamic value for ServiceNow Requested Item

SNOWRequestedItemIdentifier

This is the Catalog Item sys id (GUID) for ServiceNow Requested Item

SNOWRequestedItemShortDescription

This is the short description field and its dynamic value for ServiceNow Requested Item

SNOWRequestShortDescription

This is the short description field and its dynamic value for ServiceNow Request

SNOWState

This is the state field and its value for the ServiceNow Request and Requested Item

To configure workflow parameters, do the following:

  1. On the navbar, expand Low Code/No Code Workflow and select Low Code Workflows.

  2. Select the Workflow tab and search for Onboard Person.

  3. Click the Display Name for the workflow.

     

  4. On the View One page for the workflow, expand the Request Workflow Parameters accordion and search for the SNOWAccountStoreID parameter.

  5. Click the Edit icon for the parameter.

     

  6. Change the Value to the Account Store ID for your ServiceNow account store and save your changes.

     

  1. On the navbar, browse to the Find Account Stores page by expanding Admin > Applications and Directories and clicking Account Stores and Systems.

  2. On the Find Account Stores page, select the Account Stores tab and search for your ServiceNow account store.

  3. Click the Account Store link.

     

    This directs you to the Account Store Details page for the ServiceNow account store.

     

  4. Expand the Advanced accordion on the Account Store Details page. You should see the Account Store ID.

  1. Follow the above steps to change other parameter values as needed.