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.
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 |
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Search for tickets according to ticket name |
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Search for knowledge articles by article name/description |
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View and access your open tickets via a Home Screen widget of your open tickets Tickets types:
The widget has two tabs:
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Create new a new ticket with ActionBot
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The search will display two different entities: Knowledge base articles and Tickets
Field name |
Entity |
Example |
Title | Article | How to configure system guid? |
Category | Article | Policies |
Knowledge Base Name | Article | IT |
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:
Dropdown State
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Types of tasks to be displayed
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Assigned to me |
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Requested by me |
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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.)
Read more about Workstation's integration security and Workstation's Enterprise Search.
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
5. Press Submit
6. On this screen, please copy Client ID, Client secret values
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:
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
/now/workspace/agent/record/{type}/{id}
/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
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
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
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
(function process(/*RESTAPIRequest*/ request, /*RESTAPIResponse*/ response) { var currentUser = gs.getUser(); return { "isAgent": currentUser.hasRole('itil') || currentUser.hasRole('admin'), }; })(request, response); |
8. Press Submit
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.
To ensure the Workstation ServiceNow integration works correctly, customers need to allow list the following IP's: