ServiceNow

ServiceNow is a cloud-based platform that supports service management for all departments of your business including IT, human resources, facilities, field service, and more. This document describes how to connect IBM watsonx Orchestrate to ServiceNow and use its skills on watsonx Orchestrate.

Before you begin

To connect watsonx Orchestrate to ServiceNow, you need the following connection details:

Endpoint URL

The format of ServiceNow URL is: https://.service-now.com/. For more information, see Create an endpoint.

Username and Password

The username and password that you use to log in to the instance. The user must be assigned the ITIL and SOAP roles to allow access to the features and capabilities required by App Connect. Your ServiceNow administrator should be able to assign these roles to your user account.

If you are using a ServiceNow personal developer instance and access your instance using the default admin account for the System Administrator profile, you should already have the required access because this account is automatically assigned the admin role, which provides access to all features and capabilities.

Client ID and secret

A client ID (auto-generated) and client secret (user specified, or auto-generated if left blank). For information about obtaining a client ID and client secret, see Create an endpoint for clients to access the instance in the ServiceNow documentation.

Connecting to ServiceNow

Connect to the app according to the credential type that you or your team want to use.

If you want to connect the app to the Orchestrate Agent skill set, skill sets from AI assistants, or the Team skill set with Team credentials, refer to Managing app connections.

If you want to connect to the app to the Personal skill set or the Team skill set with Member credentials, refer to Connecting to apps.

Configuring the connection

To connect watsonx Orchestrate to ServiceNow, complete the following steps:

  1. Click Connect app.
  2. Fill all the fields needed to establish the connection.
    • Specify the Endpoint URL.
    • Specify the Username and Password to log in to your ServiceNow account.
    • Specify the unique Client ID and Client secret for the ServiceNow OAuth application.
  3. Click Connect app.
Note: The icon A green check icon appears to show that the app is connected. indicates that the connection was successfully established.

Technical parameters

The following table contains the technical parameters required by some skills of this app and instructions to retrieve them.

Parameters Details
AttachmentOwnerId The incident number in ServiceNow. You can find the incident number in ServiceNow.
CommentOwnerId The incident number in ServiceNow. You can find the incident number in ServiceNow.
sys_id The sys_id identifies each record in an instance. To get the sys_id:
  1. Go to the record.
  2. Right click the header bar and select Copy URL. You can find the sys_id in the URL after the parameter sys_id=. For example, if the URL is https://<instance name>.service-now.com/nav_to.do?uri=incident.do?sys_id=9d385017c611228701d22104cc95c371, then the sys_id is 9d385017c611228701d22104cc95c371.

What to do next

After you connect to the app, you can use the ServiceNow skills. For more information see, Using the chat.

To learn about the available skills, see List of prebuilt apps, skills and skill flows.

Note: When you use the ServiceNow skills, make sure that ServiceNow is not hibernating. Sign in to ServiceNow to awaken it.

Parent topic:

→ Connecting to apps