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Integrating Axway Application Integration and Service Now

This blog entry is part of a three-part series where we will ultimately build a Cloud to Cloud (C2C) integration between Service Now and Slack, utilizing Event Driven triggers to execute an automated orchestration Flow.

In this blog post, I will cover how to:

  1. Create a Service Now developer account and configure an OAuth application for integration.
  2. Use the Axway Integration Builder (IB) iPaaS to integrate and manage your Service Now instance with Event-driven notifications enabled.
  3. Do some basic initial testing of the integration against the Service Now REST APIs.

What is Service Now?

Service Now is a cloud-based SaaS solution that is often used as part of IT Service Management (ITSM) strategies. It is largely used as a ticketing system to track “incidents, problems, and changes” as part of IT Operations.

Configure Service Now

Create a Service Now Developer Account and Instance

Service Now gives the option for you to spin up a free developer instance for testing. Let’s get started there.

Service Now Instance URL and status

Click on the URL to open its web GUI. Make a note of the name of the instance (eg dev98449), as you will need this later. Note: You will need to change the default password at some point during this process. This may be through an email link or using the user/pass from the email to change it at first logon.

Configure a Service Now OAuth Application

Service Now OAuth Filter Navigator

Click on System OAuth –> Application Registry, then click New at the top of the page. When prompted to choose your application type, select “Create an OAuth API endpoint for external clients.”

OAuth application name, secret and Redirect URL

The name and secret can be whatever you want them to be. The Redirect URL be as follows: https://auth.cloudelements.io/oauth

Integrate Your Service Now Instance with Axway Integration Builder

Service Now OAuth in IB Sandbox
Event Polling in Event Configuration

Test the Service Now Integration in Axway Integration Builder

Conclusion

At this point, you should have a working Service Now integration with Axway Application Integration through our Integration Builder solution. In my next blog post, I will show you how to integrate Slack into Axway IB as well. The final post will then show how to use the Event Polling we set up in this blog entry to automate alerting to an enterprise messaging system, such as Slack, to enable real-time notifications of new Incidents being opened in Service Now. The value here is that a resource does not need to keep refreshing the Service Now dashboard all day long to track new Incidents. This functionality could also be used to integrate the Service Now Incidents API into any other application you choose.

Stay tuned, enjoy and reach out if you have any questions, comments or concerns with this configuration!

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