ServiceNow Integration

Step 1. Activate the ServiceNow Integration in SpaceIQ

From the SpaceIQ application, complete the following steps:

1. In the top-right corner, click on your Profile Name, and then click on Settings.
   
2. From the left menu, click Integrations.
   
    
3. From the Third Party Integrations area, click the READ MORE link.
   
   The Integrations screen displays.

You can either search for ServiceNow in the Search field or navigate to ServiceNow tile. To navigate complete the following:

1. From the left menu, click Ticketing.
2. For ServiceNow, click the Activate button.

The ServiceNow dialog displays and it contains the Ticketing via ServiceNow tab.

Ticketing via ServiceNow tab

Complete the following fields and note that each field has its own explanation of where the value is found in ServiceNow.

• Domain - Your company's ServiceNow instance domain name, found in your browser's URL bar when you are logged in to ServiceNow.
• Account User Name - Input the username that you will create in the Create API User section below.
• Account Password - Again, input the password for the username you will create below.
• Optional - Schema Custom Attributes  - Defines simple custom fields name mapped to SpaceIQ application in the form of JSON. For example '{"location":"employee_location"}'
• Optional - Filter Only Matching Tickets - Defines custom filters to filter out certain tickets in the form of JSON. For example '{"sys_updated_by":"employee"}'

Click the Save button. The ServiceNOW Integration will start to pull in the tickets.

Step 2. Set up ServiceNow to perform CRUD

Step 2.1 Create API User

In the ServiceNow portal, create a user with admin and API access permissions to perform CRUD  (Create, Read, Update, and Delete) operations on the tickets.

Step 2.2 Add Custom Application Menu

In order for a SpaceIQ to export move order tickets to ServiceNow, a custom application with a table must be created in ServiceNow.

Follow these instructions to create a custom application, and name your application's menu "SpaceIQ Service Desk" in the category of "Custom Applications". Click Save/Create, then move on to creating a table.

Step 2.3 Create Application Table

You can read more about ServiceNow application tables here.

Follow these instructions to create a table. During or after the table creation, add the following columns to the table: 

Custom Attributes

SpaceIQ provides a way to import basic and non-standard attributes into Tickets through integration configuration.

For example:

 '{"contact_type":"phone"}'

Ticket Filtering

Also, in order to import relevant tickets from ServiceNow, users have an option to set up filtering criteria by a given field and value. Upon activation of filtering, only tickets that match this criteria will be imported into SpaceIQ. All others will be skipped.

For example:

 '{"priority":"1"}'

These custom attribute and filtering fields are mapped with JSON, and field names can be found in this ServiceNow API document.

Import Process

SpaceIQ will import tickets according to the following criteria:

• Tickets will be imported every 24 hours.
• The initial import will include tickets (problems, incidents, service requests) up to one year old.
• After an initial import,  SpaceIQ will import all the tickets opened or modified. The new tickets will appear in SpaceIQ with a delay of up to 24 hours, depending on the synchronization timing.

The following ticket tables will be imported from ServiceNow into SpaceIQ:

• Problems
• Incidents
• SC_Requests

 Upon the import, SpaceIQ will: 

• Associate ServiceNow ticket owner user(s) with the corresponding user in SpaceIQ.
• Associate “Assigned To” user(s) with the corresponding user in SpaceIQ.
• Associate “Assigned To” department(s) with a department in SpaceIQ.
• Associate tickets with a building in SpaceIQ using the building's address. The addresses must be identical between SpaceIQ and ServiceNow