# ServiceNow

## Overview

The ServiceNow Integration enables seamless connectivity between your platform and ServiceNow to synchronize tickets, customer data, and operational workflows. This integration supports **Helpdesk**, **CRM**, and **Content Management** capabilities, allowing organizations to centralize service operations, improve visibility, and ensure real-time data synchronization through APIs and webhooks.

### Prerequisites & Access Requirements (ServiceNow OAuth App) <a href="#prerequisites-and-access-requirements-servicenow-oauth-app" id="prerequisites-and-access-requirements-servicenow-oauth-app"></a>

To enable integration, ensure access to the following:

* **APIs Access:**
  * Case API (Read & Write)
  * Account API (Read)
  * Table API (Read)
  * Attachment API (Read)
* **Table Access:**
  * sn\_customerservice\_case (Read)
  * kb\_knowledge (Read & Write)
  * sys\_user (Read)
  * customer\_contact (Read)
  * sys\_journal\_field (Read)
  * sys\_audit / sys\_audit\_delete (Read)
  * customer\_account (Read)
  * sn\_customerservice\_escalation (Read)

### Capability-Specific Notes <a href="#capability-specific-notes" id="capability-specific-notes"></a>

* **Helpdesk Capability:**\
  Requires full configuration including all authentication fields and “Pull Record By”.
* **CRM Capability:**\
  Same as Helpdesk. Only select **CRM** in Configuration.
* **Content Management Capability:**\
  Same as Helpdesk except **“Pull Record By”** is not required.

### Best practices

* **Leverage Browser Session Authentication:**\
  If already logged into ServiceNow, authentication may complete automatically.
* **Ensure Proper API & Table Access:**\
  Verify required permissions are granted to avoid failures.
* **Validate Webhook Configuration:**\
  Ensure all business rules are properly configured for real-time updates.
* **Select Correct Data Sync Option:**\
  Choose appropriate “Pull Record By” option based on use case.
* **Proactive Token Management:**\
  Monitor token expiry and refresh proactively.
* **Maintain Security Compliance:**\
  Secure Client ID, Secret, and credentials as per organizational policies.

## Setup instructions <a href="#setup-instructions" id="setup-instructions"></a>

### Create OAuth Application in ServiceNow <a href="#section-1-create-oauth-application-in-servicenow" id="section-1-create-oauth-application-in-servicenow"></a>

{% stepper %}
{% step %}
Log in to your **ServiceNow instance**.
{% endstep %}

{% step %}
Open the **Application Navigator**.
{% endstep %}

{% step %}
Search for and navigate to **Inbound Integrations**.
{% endstep %}

{% step %}
Click on **New Integration**.
{% endstep %}

{% step %}
Select **OAuth – Authorization Code Grant** as the connection type.
{% endstep %}

{% step %}
Configure the integration details:

1. Provide a unique **Name** (e.g., TheLoops Integration).
2. Set **Active = True**.
3. Enter the appropriate **Redirect URL** (based on your environment).
   1. **Prod US:** <https://app.prod1.theloops.ai/v1/oauth/callback>
   2. **Prod EU:** <https://app.eu.prod1.theloops.ai/v1/oauth/callback>
      {% endstep %}

{% step %}
(Optional) Configure **Auth Scopes** if access restriction is required.

1. Select an existing scope OR click **Create Auth Scope**.
2. Assign the APIs listed in the requirements table above.
   {% endstep %}

{% step %}
Configure **Enforce Token Restriction**:

* If enabled → Configure REST API Access Policies.
* If disabled → You can skip the configuration of REST API Access Policies.
  {% endstep %}

{% step %}
Save the integration.
{% endstep %}
{% endstepper %}

### (Optional) REST API Access Policy Configuration <a href="#optional-rest-api-access-policy-configuration" id="optional-rest-api-access-policy-configuration"></a>

{% hint style="info" %}
Applicable only if token restriction is enabled
{% endhint %}

{% stepper %}
{% step %}
Create **Inbound Authentication Profile**.
{% endstep %}

{% step %}
Click on **New**
{% endstep %}

{% step %}
Click on **Create standard http authentication profiles**

1. **Name:** Give unique name.
2. **Type:** Select **OAuth**
3. **OAuth entity:** Select the inbound integration created in above step.
   {% endstep %}

{% step %}
Click **Submit.**
{% endstep %}
{% endstepper %}

#### **Define the Access Policy**

{% stepper %}
{% step %}
Navigate to **REST API Access Policies.**
{% endstep %}

{% step %}
Click **New**. Configure the policy with the following settings.

1. **Name**: e.g., TheLoops Case API Access
2. **Active**: true
3. **REST API**: Select **Case API**
4. **Apply to all methods**: Enabled (Required for Read/Write)
5. **Apply to all resources**: true
6. **Apply to all versions**: true
7. **Inbound auth profiles**: Select the profile created in Step 6.1
   {% endstep %}

{% step %}
Ensure:

* “Apply to all versions” and “Apply to all resources” are enabled.
* Appropriate read/write access is configured.
  {% endstep %}

{% step %}
Click on **Submit**.
{% endstep %}

{% step %}
Repeat steps 1-4 for all other APIs required for TheLoops.

1. &#x20;For each policy, make sure “**Apply to all versions**” and “**Apply to all resources**” are enabled and select **Apply to all methods** based on the level of access you want to grant
2. &#x20;For Table API access, include all the tables you want to grant access to in the policy. If some tables need both read and write access (for example, 2 out of 8 tables), create a separate policy for those 2  tables and enable Apply to all methods for read and write access.
   {% endstep %}

{% step %}
Repeat steps 1-5 for **Account,** and **Attachment API**
{% endstep %}
{% endstepper %}

### Integration Setup in Platform

{% stepper %}
{% step %}
Log in to **TheLoops** platform using an **Admin** account.
{% endstep %}

{% step %}
Navigate to **Settings → Integrations** module.
{% endstep %}

{% step %}
Click on the **“+ Add Integration”** button.
{% endstep %}

{% step %}
Search for **ServiceNow** and open the integration setup.
{% endstep %}
{% endstepper %}

### **Configuration**

{% stepper %}
{% step %}
In the **Configuration** tab, enter a suitable name.
{% endstep %}

{% step %}
Select the required **Capability**:

* Helpdesk
* CRM
* Content Management
  {% endstep %}

{% step %}
Click **Next**.
{% endstep %}
{% endstepper %}

### **Authentication**

{% stepper %}
{% step %}
Enter your **ServiceNow domain** (core domain only).
{% endstep %}

{% step %}
Enter **Client ID**.
{% endstep %}

{% step %}
Enter **Client Secret**.
{% endstep %}

{% step %}
Select **Environment** (Production/Sandbox).
{% endstep %}

{% step %}
Select **Pull Record By**:

* Created Time
* Updated Time\
  \&#xNAN;*(Not required for Content Management)*
  {% endstep %}

{% step %}
Select **Refresh Token Expiry Date**.
{% endstep %}

{% step %}
Click on **Connect**.
{% endstep %}

{% step %}
Enter ServiceNow credentials and click **Login**.
{% endstep %}

{% step %}
Click **Allow** to authorize access.
{% endstep %}
{% endstepper %}

### Validation & Verification <a href="#validation-and-verification" id="validation-and-verification"></a>

{% stepper %}
{% step %}
Upon successful authentication:

1. Integration will be added successfully.
2. A success message will be displayed.
   {% endstep %}

{% step %}
Verify the integration in the **Integrations list**.
{% endstep %}

{% step %}
Click on **Test Connection**:

1. A success message confirms correct setup
   {% endstep %}
   {% endstepper %}

## Webhook Setup (ServiceNow)

### Overview <a href="#overview.1" id="overview.1"></a>

Webhooks in ServiceNow enable real-time synchronization of ticket activities such as **case creation, updates, comments, and attachments**. This ensures that all changes are instantly reflected in the platform without delay.

### Configuration Steps <a href="#configuration-steps" id="configuration-steps"></a>

{% stepper %}
{% step %}
**Open Integration:** Click on the **Edit** button for the ServiceNow integration you want to configure.
{% endstep %}

{% step %}
**Copy URL:** Copy the **webhook URL** by clicking on the copy icon.
{% endstep %}
{% endstepper %}

#### **Ticket Comment Webhook**

{% stepper %}
{% step %}
Open **Business Rules** in ServiceNow.
{% endstep %}

{% step %}
Click **New** and configure:

1. Name: Provide a descriptive name (e.g., *TheLoops Ticket Comment Webhook*).
2. Table: `Select the sys_journal_field table.`
3. When: select **After**
4. **Advanced:** Check this checkbox.
5. Trigger: Insert & Update
   {% endstep %}

{% step %}
**Add Script:** Click on the **Advanced** tab and replace the existing code with the following snippet:
{% endstep %}

{% step %}
Replace webhook URL with the one copied from **TheLoops** platform.
{% endstep %}

{% step %}
Click on **Submit**.
{% endstep %}
{% endstepper %}

#### **Case Webhook**

{% stepper %}
{% step %}
Create a new Business Rule.
{% endstep %}

{% step %}
Configure:

1. **Name:** Provide a descriptive name (e.g., *TheLoops - Case Created or Updated*).
2. **Table:** Select the **sn\_customerservice\_case** table.
3. **Advanced:** Check this checkbox.
4. **When:** Select **After**.
5. **Insert/Update:** Check both the **Insert** and **Update** checkboxes.
   {% endstep %}

{% step %}
**Add Script:** Click on the **Advanced** tab and replace the existing code with the following snippet:
{% endstep %}

{% step %}
Replace webhook URL with the one copied from **TheLoops** platform and Click on **Submit**.
{% endstep %}
{% endstepper %}

#### **Attachment Webhook (Optional)**

{% stepper %}
{% step %}
Create a new Business Rule.
{% endstep %}

{% step %}
Configure:

1. **Name:** Provide a descriptive name (e.g., *TheLoops Attachment Webhook*).
2. **Table:** Select the **sys\_attachment** table.
3. **Advanced:** Check this checkbox.
4. **When:** Select **After**.
5. **Insert:** Check the **Insert** checkbox.
   {% endstep %}

{% step %}
**Add Script:** Click on the **Advanced** tab and replace the code with the following snippet.
{% endstep %}

{% step %}
Replace webhook URL with the one copied from **TheLoops** platform and Click on **Submit**.
{% endstep %}
{% endstepper %}

## Token Management (OAuth Integration) <a href="#token-management-oauth-integration" id="token-management-oauth-integration"></a>

### Overview <a href="#overview.2" id="overview.2"></a>

ServiceNow integration uses OAuth authentication. Tokens expire after a defined duration, causing **Test Connection** failures. Tokens can be regenerated without recreating the integration.

### Token Regeneration <a href="#token-regeneration-steps" id="token-regeneration-steps"></a>

{% stepper %}
{% step %}
Navigate to **Integrations** module.
{% endstep %}

{% step %}
Click the **Test Connection** icon; if it fails, it indicates that the token has expired.
{% endstep %}

{% step %}
Click on the **Edit** icon (beside the delete icon) for the integration requiring token refresh.
{% endstep %}

{% step %}
Go to **Authentication** tab.
{% endstep %}

{% step %}
Click **Re-generate Token**.
{% endstep %}

{% step %}
Login again via authentication window.
{% endstep %}

{% step %}
Click **Allow** to authorize access.
{% endstep %}

{% step %}
Token will be refreshed with a success message.
{% endstep %}

{% step %}
Return to the **Integrations** list and click on **Test Connection**.

1. A successful response confirms that the token has been refreshed correctly.
   {% endstep %}
   {% endstepper %}


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