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

Important:
- A credential type must be set for apps that are a part of team skill sets and AI assistants. Skill-based actions in AI assistants support only shared credentials.
- If a credential type of an app is not specified, an error message is displayed when users attempt to run the skills of the app. To resolve the error, an admin must set the credential type for the app. For more information, see Managing connections.

An app can be connected either through the skill catalog or through the watsonx Orchestrate chat. Use the method that suits you to connect to an app.

Connect to the app through the skill catalog when you add that skill to your skill set:

  1. On the watsonx Orchestrate chat page, click Add skills from the catalog.
  2. Search and click the app tile.
  3. Click Connect app.
  4. Configure the connection. For more information, see Configuring the connection.
  5. Click Connect app.

Otherwise, connect to that app through the watsonx Orchestrate chat when you use the skill:

  1. Open the watsonx Orchestrate chat.
  2. On the chat, start the skill.
  3. Click Connect app.
  4. Configure the connection. For more information, see Configuring the connection.
  5. Click Connect app.

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