Connect ServiceNow

Connect ServiceNow so every Change that would move an approved design opens a change request there and waits for its approval.

In short

Connect ServiceNow once for the whole organization and name it in the Designer's change calendar. Every waiting Change then opens a normal change request in ServiceNow, and no one can approve the Change until ServiceNow says approved. {{brand}}'s own approval stays the record.

Before you start

• Who: someone who may manage the organization's connections.
• Plan: change-advisory approvals come with the Enterprise plan.
• First: an integration user that may create and read change requests (or an API key), and your instance's address.

Where it lives

1. Open your organization, then Settings › "Connections", and press "Connect a change-advisory system".
2. Choose "ServiceNow". Type the "Instance", such as https://your-company.service-now.com, and the "Integration user" - empty for an API key.
3. Press "Check this step".

Sign in

1. Paste the user's password - or the API key - into "Password or API key".
2. Optional: type the "Assignment group" change requests go to, such as CAB Approval.
3. Press "Check this step": it signs in and reads the change request table. Nothing is opened by a check.

Webhook

1. Press "Make the address and secret". Copy the address and the header line - the secret is shown only now.
2. In ServiceNow add an outbound REST message (or a business rule on change_request that runs after update) that POSTs to the address.
3. Add the header line, and send the change request's sys_id or number in a JSON body.
4. Change the approval of a test change request to send a first delivery. Without a webhook, {{brand}} reads each request every few minutes.

Check and use

1. Press "Run the full check". Every step should say Passed; a step that failed names what to change.
2. Under "Where will you use it?" tick Designer.
3. Optional: under "Only these teams" tick the teams that may pick it. Leave it empty for everyone who may use those modules.
4. Check the "Name" and press "Finish". The connection shows under "Connections" with its health.

If a step fails

• A failed step names its code, what it means and what to change. The code's section of /help/settings/fix-a-company-connection says more.
• Change what the step says and press "Check again". The next step opens only when this one passes.
• Closing the wizard keeps every step that passed. Press "Continue setup" on the connection's row to go on where you stopped.