Integrating third party tool to ServiceNow

[Community Alums]

Hi There,

Greetings!!!

We are trying to integrate (REST) ServiceNow and third party tool, in which third party should be creating articles into ServiceNow instance (Uni-directional). What details should be provided from ServiceNow to third party developers.

Thanks,

Tejas

[Dr Atul G- LNG]

Hi @Community Alums 

For any intergration these are basics

- End point URL

- Process Level Mapping 

- Table - Table Level Mapping

- Field - Field Level mapping

- Field value - Field value level mapping ( Like states transitions / categories)

- Approval Mapping 

- Need to data massaging. (If Required)

-  These are very primary but these points will take a good time to clear.

This video is for Incident Integration but help you the basic stuff

https://youtu.be/d5WYx8dc9sE 

[Community Alums]

Hi @Dr Atul G- LNG ,

Thanks for your prompt reply

I will go through the video.

1) End point URL is nothing but the table API, right?

2) Do we need to do the below mapping in ServiceNow, If yes, how it is done?

- Process Level Mapping 

- Table - Table Level Mapping

- Field - Field Level mapping

- Field value - Field value level mapping ( Like states transitions / categories)

- Approval Mapping 

- Need to data massaging. (If Required)

-  These are very primary but these points will take a good time to clear.

3) We need to create a REST user in ServiceNow and share credentials with third party developers.

Thanks,

Tejas

[Dr Atul G- LNG]

Hi @Community Alums 

1) End point URL is nothing but the table API, right?

Atul: Correct, and the methods/ functions.

2) Do we need to do the below mapping in ServiceNow, If yes, how it is done?

- Process Level Mapping 

- Table - Table Level Mapping

- Field - Field Level mapping

- Field value - Field value level mapping ( Like states transitions / categories)

- Approval Mapping 

- Need to data massaging. (If Required)

-  These are very primary but these points will take a good time to clear.

Atul: To do all above is a process or work of BA mainly. In thsi you need to see what table or where the customer is storing the KB / Articles and then you need to do what field in 3rd party too n what in SN ., do mapping to need to create the new fields or some alternative and then for field value let take ex

3rd party has In progress as state by SN dont have in progress then how the data will come and which value store SN and much more.

As per experience, create 2 flow

1 SN 

2 3rd Party 

and map the directions / trigger / updates. I am happy if you want connect with me 1-1, bcz too much to write. 

3) We need to create a REST user in ServiceNow and share credentials with third party developers.

Atul: Yes, that is decision of Architect but before that we need to step 2.