ServiceNow Integration
As part of the integration an ICEFLO user must be created in ServiceNow
ServiceNow User Creation
A user should be created within ServiceNow to use for authentication of the outbound part of the integration. It is the User ID and the relevant password that are required.
When setting up the integration it is also important to remember to check the boxes marked Active and Web service access only.
The Time Zone should also be set to the same time at your ICEFLO profile to ensure incident times are the same in both apps.
Admin - Product Integrations
From within ICEFLO a user with Admin authorisation will select the Product Integrations link from the Admin section.
Integration Domains
Once you have clicked into the Product Integrations Domain, you will see the option ServiceNow.
Clicking into ServiceNow gives you the ability to Create and Maintain Instances and Integrations.
Adding an Instance
In the top right of the screen you will have the ability to Add an Instance. On selecting the Add button you will be presented with the Product Integration Modal Window.
Give the Instance a name for example this may be the Production instance or service now you are integrating with.
The URL provide is the URL used to access your ServiceNow domain
The outbound user name and password is the credentials of the user which you have created in ServiceNow in the first part of this article.
On adding the new instance it will appear on the instances list.
Inbound Credentials
Once the above steps have been followed click into the Instance and you have the ability to add the API token.
Copy the API token before proceeding. A warning message will appear once you click Create to confirm that you have copied this. This token is required to be inserted into the ICEFLO Application Settings page under the Configuration settings in ServiceNow.
ServiceNow ICEFLO Application Settings
Copy and paste the API token into the API Access Key for ICEFLO Application field.
Press Save.
Adding the Integration
Once the instance has been added the Integrations can then be created. From the top right select the Add Integration button.
This will present you with the Add Integration modal window.
From the modal window you will be asked to populate the following fields:
Process - this will be incident
Version - this will be the version you wish to integrate with
Instance - this is the instance you want the integration to be with, this list will list the instances which have previously integrated
Enabled - is a Yes or No dropdown
Once these have been populated, select the add button, this will add the integration to the Intergations list.
All sections i.e. Outbound, Inbound and the main integration section must be active/enabled in order for changes to be sent/received.