ServiceNow

This app integrates with ServiceNow and adds the possibility to create a case in ServiceNow from an existing ticket, including messages, internal notes and attachments.
The integration between ServiceNow and Pureservice requires technical configuration in both ends.

Setup in Pureservice

General

• Enabled: Enable or disable the app
• Always on: If enabled, the ServiceNow-app will always be visible in the ticket sidebar.
• Name: Here you can give the app a unique name of your choosing. This name is used as title for the widget available for agents in the widget sidebar on tickets.

Options

This is where you setup the connection details. Fields marked with a star are mandatory fields.

• URL: The URL for your ServiceNow site
• Username and password: The credentials for a ServiceNow user.

*All actions done on ServiceNow issues through the ServiceNow app in Pureservice will appear to have been made by the account used in the app setup

Setup in ServiceNow

You need to create an API-key that ServiceNow needs to create tickets in Pureservice. Here is a link to the Pureservice manual regarding API-keys

After configuration is complete, please note the app id. This id can be found in the URL: /agent/app#/administration/general/app/{{app id}}. This id is also needed in ServiceNow.

You also need a default user that tickets will be assigned to. Please fetch the user id from the URL in the user screen: agent/app#/user/{{user id}}/information.

The same goes for the default department. Navigate to this URL: /agent/app#/administration/security/departments, pick a department (not team), and select the department id from the URL: /agent/app#/administration/security/department/{{department id}}

The last thing you’ll need is the URL of your pureservice instance. It looks something like this: https://{{customer name}}.pureservice.com/

*Please refer to ServiceNow’s own documentation and/or support for questions/issues not directly related to Pureservice.