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)

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

• 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

Create OAuth Application in ServiceNow

1

Log in to your ServiceNow instance.

2

Open the Application Navigator.

3

Search for and navigate to Inbound Integrations.

4

Click on New Integration.

5

Select OAuth – Authorization Code Grant as the connection type.

6

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

7

(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.

8

Configure Enforce Token Restriction:

• If enabled → Configure REST API Access Policies.

• If disabled → You can skip the configuration of REST API Access Policies.

9

Save the integration.

(Optional) REST API Access Policy Configuration

Applicable only if token restriction is enabled

1

Create Inbound Authentication Profile.

2

Click on New

3

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.

4

Click Submit.

Define the Access Policy

1

Navigate to REST API Access Policies.

2

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

3

Ensure:

• “Apply to all versions” and “Apply to all resources” are enabled.

• Appropriate read/write access is configured.

4

Click on Submit.

5

Repeat steps 1-4 for all other APIs required for TheLoops.

1. 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. 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.

6

Repeat steps 1-5 for Account, and Attachment API

Integration Setup in Platform

1

Log in to TheLoops platform using an Admin account.

2

Navigate to Settings → Integrations module.

3

Click on the “+ Add Integration” button.

4

Search for ServiceNow and open the integration setup.

Configuration

1

In the Configuration tab, enter a suitable name.

2

Select the required Capability:

• Helpdesk

• CRM

• Content Management

3

Click Next.

Authentication

1

Enter your ServiceNow domain (core domain only).

2

Enter Client ID.

3

Enter Client Secret.

4

Select Environment (Production/Sandbox).

5

Select Pull Record By:

• Created Time

• Updated Time (Not required for Content Management)

6

Select Refresh Token Expiry Date.

7

Click on Connect.

8

Enter ServiceNow credentials and click Login.

9

Click Allow to authorize access.

Validation & Verification

1

Upon successful authentication:

1. Integration will be added successfully.

2. A success message will be displayed.

2

Verify the integration in the Integrations list.

3

Click on Test Connection:

1. A success message confirms correct setup

Webhook Setup (ServiceNow)

Overview

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

1

Open Integration: Click on the Edit button for the ServiceNow integration you want to configure.

2

Copy URL: Copy the webhook URL by clicking on the copy icon.

Ticket Comment Webhook

1

Open Business Rules in ServiceNow.

2

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

3

Add Script: Click on the Advanced tab and replace the existing code with the following snippet:

4

Replace webhook URL with the one copied from TheLoops platform.

5

Click on Submit.

Case Webhook

1

Create a new Business Rule.

2

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.

3

Add Script: Click on the Advanced tab and replace the existing code with the following snippet:

4

Replace webhook URL with the one copied from TheLoops platform and Click on Submit.

Attachment Webhook (Optional)

1

Create a new Business Rule.

2

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.

3

Add Script: Click on the Advanced tab and replace the code with the following snippet.

4

Replace webhook URL with the one copied from TheLoops platform and Click on Submit.

Token Management (OAuth Integration)

Overview

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

1

Navigate to Integrations module.

2

Click the Test Connection icon; if it fails, it indicates that the token has expired.

3

Click on the Edit icon (beside the delete icon) for the integration requiring token refresh.

4

Go to Authentication tab.

5

Click Re-generate Token.

6

Login again via authentication window.

7

Click Allow to authorize access.

8

Token will be refreshed with a success message.

9

Return to the Integrations list and click on Test Connection.

1. A successful response confirms that the token has been refreshed correctly.