2LO - ServiceNow - Action Setup Guide

Reference: https://www.servicenow.com/docs/bundle/xanadu-platform-security/page/administer/security/task/t_CreateEndpointforExternalClients.html

1) For ServiceNow Developer Instance, visit https://developer.servicenow.com/dev.do#!/home and click on Start Building button. Switch to New Inbound Integration Experience:

2) Click on New integration button:

3) Choose OAuth - Client credentials grant:

4) Fill in the form and copy the Client ID and Secret values, as these will be used in next step.

Note: Make sure you select System Administrator as OAuth application user:

5) Navigate to All > System OAuth > Application Registry and click on your application registry.

6) Provide Redirect URL:

https://us-east-1.quicksight.aws.amazon.com/sn/oauthcallback

7) Under All, search sys_properties.list and hit enter key:

Add a new property as below:

Name: glide.oauth.inbound.client.credential.grant_type.enabled

Type: true | false

Value: true

8) Go to AWS > Quick Suite page, and click on Integration:

9) Select ServiceNow then Next, enter the following information:

**Authentication type**: Service-to-service OAuth

**Base URL**: `https://<YOUR_INSTANCE>.service-now.com`

**Client ID**: copy the value from step 4

**Client secret**: copy the value from step 4

**Token URL**: `https://<YOUR_INSTANCE>.service-now.com/oauth_token.do`

10) Navigate to Integration => Actions => ServiceNow Integration (or your ServiceNow integration name), and click on Sign in:

11) Sign in to ServiceNow and click Allow:

12) Using ServiceNow Integration in Quick Suite

Now that your ServiceNow integration is configured and authorized, you can use it across different Quick Suite components:

For Chat Agents:

1. Navigate to Chat in Quick Suite
2. Create a new chat agent or edit an existing one
3. In the agent configuration, go to the Actions section
4. Click Add Action and select your ServiceNow Integration
5. Configure which ServiceNow operations the agent can perform (e.g., create tickets, search knowledge base, update records)

For Flows:

1. Go to Flows in Quick Suite
2. Create a new flow or edit an existing workflow
3. Add an Action Step to your flow
4. Select your ServiceNow Integration from the available actions
5. Configure the specific ServiceNow operation and parameters for that step

For Automate Projects:

1. Navigate to Automate in Quick Suite
2. Create or edit an automation project
3. Add a ServiceNow Action component to your automation workflow
4. Configure the integration to automatically perform ServiceNow operations based on triggers or schedules

Example Use Cases:

• Chat Agent: "Create a ServiceNow incident ticket for this issue"
• Flow: Automatically create tickets when certain conditions are met
• Automate: Schedule regular ServiceNow data synchronization

Your ServiceNow integration is now ready to streamline IT service management across all Quick Suite capabilities.