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ServiceNow is a cloud-based software platform for IT Service Management (ITSM) using intelligent workflows. |
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The following SOAP roles are supported on both sides:
| Can perform all SOAP operations. | ||
| Can insert new records. | ||
| Can delete existing records. | ||
| Can query, insert, and delete records on the qs. | ||
| Can query record information. | ||
| Can query record information and update records. | ||
| Can run scripts that specify a .do endpoint. | ||
| Can update records. |
Prerequisites
Follow these steps before setting up the integration in ServiceNow and Cloudaware.
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*To generate a security token that should be added to the password, log into Salesforce as ServiceNow Collector user (see the step Create Salesforce User above). Under your user pic click Settings. Select Personal → Reset My Security Token → click Reset Security Token. Check the email to get a new security token. NOTE: The token reset must be done only for the collector user that was created specifically for this integration!
Click Test. You should must receive an HTTP 200 response before proceeding.
Copy <serverUrl> and <sessionId> with values:
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Do not proceed if you are not able to get a 200 HTTP status.
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Querying and Inserting Data
After the login request is successful, you are able to retrieve any data stored in Cloudaware/Salesforce into ServiceNow into any ServiceNow object. For example, you can retrieve objects such as:
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Note that a query returns 500-2000 records depending on batch size. |
Cloudaware Setup
1. Log in to your Cloudaware account. Сlick Admin in the main menu under your username.
2. Locate ServiceNow in the list of Issue Management tools. Click +Add.
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3. Fill out the form and click Save.
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URL - insert the URL to your ServiceNow instance
4. The green light in 'Status' means that ServiceNow account has been successfully added. If there is red light, please contact support@cloudaware.com.
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Cloudaware can also initiate API calls to ServiceNow from inside Cloudaware workflows, triggers and actions. For example, when a change request is made in Cloudaware, we can submit it in real time to ServiceNow using an outbound message within Cloudaware. The outbound message functionality of Cloudaware is described here. |