Workstation – ServiceNow Integration

Last Updated September 23, 2024

Brief Overview

ServiceNow is a cloud-based company that provides software as a service (SaaS) for technical management support. The company specializes in IT, allowing users to manage projects, teams, and customer interactions via a variety of apps and plugins.

ServiceNow's main product is the ticketing system that manages large-scale projects via on-suite ticketing tools, benchmarking to track progress and predictive modeling to manage workflows. IT professionals operating a service desk/help desk can use ServiceNow products to organize their help cases, problem management and instance management.

Use Cases

With the ServiceNow Integration enabled, you will be able to easily access ServiceNow tickets from inside of Workstation. You will be able to view tickets using the home page widget, search for tickets, and create new tickets

Use Cases

Search for tickets according to ticket ID

Search for tickets according to ticket name

Search for knowledge articles by article name/description

View and access your open tickets via a Home Screen widget of your open tickets

Tickets types:

Incidents (INC)
Service Catalog Tasks (SCTASKS)

The widget has two tabs:

Assigned to me - Incidents and Service Catalog Tasks that are assigned to your user
Requested by me - Incidents and Requested Items that were requested by you

Create new a new ticket with ActionBot

Click the New Ticket button to be redirected to the ActionBot conversation that will assist you in creating a new ticket

Detailed Capabilities

Search

The search will display two different entities: Knowledge base articles and Tickets

Knowledge base articles: The search results will display ServiceNow KB articles, according to phrases in the title / description
- Data that should be displayed in the search results:

Field name	Entity	Example
Title	Article	How to configure system guid?
Category	Article	Policies
Knowledge Base Name	Article	IT

Tickets: The search results will display ServiceNow's tickets, according to matching ticket ID. There are two types of tickets - Incidents (prefix- INC) and Requested Items (prefix RITM)
- Data that should be displayed in the search results:

Field name	Entity	Example
Ticket number	Ticket	INC0010009 \ RITM0010009
Short description	Ticket	Please help me solve this issue
Requested date & time	Ticket	2 weeks ago

Tickets that are assigned to the user, and are not status open. The widget displays 3 tickets maximum. The tickets are sorted by their creation date & time (oldest ticket on top).

Data to be displayed:

Field name	Entity	Example
Subject	Ticket	Permission to Lucidchart
Requested	Ticket	2 weeks ago

Dropdown button allows the user to change a setting between two states:

Assigned to me - an “agent” view, tickets that were created by other users and are assigned to the user.
Requested by me- an “end-user” view, tickets that were created by that user and are now being handled by other agents.

Dropdown State	Types of tasks to be displayed
Assigned to me	Incidents (INC) Service Catalog Tasks (SCTASKS)
Requested by me	Incidents (INC) Requested Items (RITM)

Page Layout - My Open Tickets ('See All')

Same as the widget, but in a separate tab, and without a limitation on the number of tickets displayed. (This also includes the dropdown button.)

Security Overview

Configure an App in ServiceNow for Workstation Integration

1. Sign in into ServiceNow

2. Navigate to Application Registry menu in the sidebar as follows:

3. Click the New button, and select Create an OAuth API endpoint for external clients

4. Fill in this data in the relevant fields

Name - Workstation
Accessible from - All application scopes
Active - marked as checked
Redirect URL - https://workstation.walkme.com/servicenow/connected; https://eu-workstation.walkme.com/servicenow/connected
Logo URL - https://support.walkme.com/wp-content/themes/knowall-child/img/new-logo.png

5. Press Submit

6. On this screen, please copy Client ID, Client secret values

Configure ServiceNow on WalkMe Console

1. Login to WalkMe Console, and navigate to the Workstation Integrations tab from the sidebar -

2. Edit the configuration of the ServiceNow app with the parameters you've copied. You will also need to copy and paste 2 additional values:

ServiceNow Domain - the URL used to access the agents workspace. An example to a correct format of the Agent Workspace URL is - myorganization.service-now.com
- Note that the URL shouldn't contain https:// , www. , or any / at the end of the URL
Service Portal URL (used by users or customers to create tickets and access the knowledge base). An example to a correct format of the Service Portal URL is - myorganization.service-now.com This is optional - if this is the same value as for the agents workspace, no need to populate it

Note: a new toggle has been added to the ServiceNow setup - Use Classic Agent UI

Organizations that uses the classic path should enable this toggle

If toggle is off - it uses the current path for agents ticket portal /now/workspace/agent/record/{type}/{id}
If toggle is on - it uses the classic path for agents ticket portal /now/nav/ui/classic/params/target/{type}.do?sys_id={id}

3. (Optional) Enter the ActionBot conversation ID to the New Ticket ActionBot Conversation ID field in order to enable the New Ticket button

How do I get my conversation ID?

1. Navigate to the ActionBot conversations page in the WalkMe Console

2. Hover over the desired conversation

3. Click the Edit icon from the action button selections

4. You will be redirected to the ActionBot builder and from there you will see the conversation ID

5. Copy the conversation ID

Note

The button will only be displayed if there is a value entered in the Conversation ID field. By default, if no value is entered, the button will not be displayed

Create a Script in ServiceNow for Workstation Integration

1. Navigate to Scripted REST APIs menu in the sidebar as follows:

2. Click the New button, and fill in this data in the relevant fields

Name - Is User Agent
API ID - is_user_agent

3. Press Submit. You will be directed automatically to the Scripted REST APIs view

4. Search for Is user agent and select it

5. Copy the API namespace value for later use

6. Scroll down and on the Resources tab press New

7. Fill in this data in the relevant fields

Name - get
HTTP method - GET
Relative path - /
Script-

(function process(/*RESTAPIRequest*/ request, /*RESTAPIResponse*/ response) {

var currentUser = gs.getUser();

return {

"isAgent": currentUser.hasRole('itil') || currentUser.hasRole('admin'),

};

})(request, response);

8. Press Submit

Connecting ServiceNow on Workstation

1. Enable the app in Console.

2. Open the Workstation Menu by clicking the widget (on Windows) / the WalkMe icon on the Mac Menu bar, or by hitting ctrl/cmd+shift+E

3. Click the Workstation Apps icon on the top-left corner

3. Click Connect on the ServiceNow card

If the ServiceNow card is not available, contact your WalkMe Owner in your organization and ask to enable ServiceNow on Workstation.

Technical Notes

To ensure the Workstation ServiceNow integration works correctly, customers need to allow list the following IP's:

QA: 54.229.168.224
PROD: 52.53.115.147
EUPROD: 3.126.219.141

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