ServiceNow and Sharepoint Integration

[supriya pratapa]

I would like to know the process of Integration ServiceNow and SharePoint.

The requirement is, once a file is attached to RITM, it should be created as file in one of the folders of SharePoint.

Can this be achieved with a service graph connector?

[Ravi Gaurav]

Hi Supriya,

Adding a document for your help

[John Martin2]

Storing Attachments in SharePoint Instead of ServiceNow Using DTech Apps DocIntegrator

To prevent attachments from being stored in ServiceNow's database and instead direct them to SharePoint upon submission of a request, organizations can leverage the capabilities of DTech Apps DocIntegrator. This certified ServiceNow application is specifically designed to bridge the gap between ServiceNow and SharePoint, enabling seamless document management while keeping files in their native SharePoint environment.

Here's how DTech Apps DocIntegrator facilitates this requirement and addresses concerns about storing personal data in ServiceNow:

Bypassing ServiceNow's Native Attachment Storage:

Instead of relying on ServiceNow's standard attachment functionality (typically initiated by the paperclip icon, which stores files in the sys_attachment table), DocIntegrator provides alternative mechanisms for users to handle files. These mechanisms are designed to interact directly with SharePoint:

• DocIntegrator User Interface Components: DocIntegrator offers configurable widgets and interfaces that can be embedded within ServiceNow forms. When a user needs to add a file to a request, they would use this DocIntegrator-provided interface instead of the standard ServiceNow attachment feature. This interface guides the user to upload the file directly to a designated library within SharePoint.
• Workflow Integration: DocIntegrator provides actions that can be incorporated into ServiceNow workflows (such as Flow Designer). These actions allow for the programmatic uploading of files to SharePoint. When a user initiates an action in ServiceNow that requires an attachment, a workflow can be triggered to handle the file upload to SharePoint via DocIntegrator.

Ensuring Storage in SharePoint:

When a user uploads a file through the DocIntegrator interface or when a workflow action is executed, DocIntegrator manages the transfer of the file to the configured SharePoint site and library. The file's content is stored in SharePoint, leveraging SharePoint's robust document management capabilities, including security, versioning, and compliance features.

Storing Links, Not Files, in ServiceNow:

Crucially, instead of saving the uploaded file's content in the ServiceNow sys_attachment table, DocIntegrator typically stores a link or reference to the file's location in SharePoint within the corresponding ServiceNow record. This means that while the ServiceNow record is associated with the document, the potentially sensitive personal data within the attachment resides solely in the controlled SharePoint environment.

Restricting Attachment Storage in ServiceNow:

By implementing the process through DocIntegrator's interfaces and workflows, organizations can effectively prevent users from using the standard ServiceNow attachment functionality for specific requests or tables where attachments should be stored in SharePoint. This can be achieved through:

• Configuration: Disabling or hiding the standard ServiceNow attachment option on relevant forms.
• User Adoption: Training users to utilize the DocIntegrator provided interface for all file uploads related to these specific requests.
• Business Rules/Client Scripts (if necessary): Implementing custom logic to further restrict or intercept standard attachment uploads if they are attempted, although the primary method is to guide users to the DocIntegrator interface.

Benefits of this Approach:

• Data Security and Compliance: By storing sensitive data in SharePoint, which may have more stringent security and compliance controls for document management, organizations can enhance data protection.
• Reduced ServiceNow Storage Costs: Storing large attachments in SharePoint rather than ServiceNow can significantly reduce the amount of data stored in the ServiceNow database, potentially leading to cost savings.
• Leveraging SharePoint Features: Organizations can utilize SharePoint's built-in features like version history, co-authoring, and advanced search for the stored documents.
• Streamlined Workflows: DocIntegrator integrates the document management process seamlessly into ServiceNow workflows, providing a more unified user experience.

In summary, DTech Apps DocIntegrator provides the necessary capabilities to intercept the traditional attachment process in ServiceNow and reroute the file storage to SharePoint, ensuring that sensitive data resides in the designated document management system while maintaining accessibility and association within ServiceNow records through linking.

[John Martin2]

Here's an outline highlighting the value of DTech Apps DocIntegrator functionality for your requirement:

I. Enhanced User Experience:

• Seamless Interaction: DocIntegrator eliminates the need for users to manually navigate between ServiceNow and SharePoint, copy URLs, and paste them. This provides a more integrated and fluid workflow directly within the ServiceNow interface.
• Simplified Upload Process: Instead of relying on the standard SharePoint upload interface, DocIntegrator can offer a more intuitive upload experience directly within ServiceNow, or through a dynamically generated, user-friendly link.
• Reduced User Effort: By automating the URL retrieval and population, DocIntegrator saves users time and effort, allowing them to focus on the core task rather than administrative steps.

II. Improved Efficiency and Accuracy:

• Automation of URL Retrieval: DocIntegrator automatically captures the SharePoint URL of the uploaded file, eliminating the risk of users copying incorrect or broken links.
• Direct Data Population: The automatic population of the ServiceNow URL field ensures data accuracy and consistency, reducing potential errors associated with manual data entry.
• Streamlined Workflow: By automating key steps, DocIntegrator streamlines the overall process, making it faster and more efficient for end-users to submit requests with the necessary document links.

III. Increased Reliability and Maintainability:

• Robust Integration: DocIntegrator provides a more stable and reliable connection between ServiceNow and SharePoint compared to manual configurations or basic scripting.
• Centralized Management: The integration is managed within DocIntegrator, making it easier to maintain and update if SharePoint structures or URLs change. This reduces the need to manually update multiple UI Actions or scripts in ServiceNow.
• Reduced Technical Debt: By leveraging a dedicated integration tool, you reduce the amount of custom scripting required, leading to a cleaner and more maintainable ServiceNow instance in the long run.

IV. Advanced Capabilities and Features:

• Context-Awareness: DocIntegrator can dynamically generate SharePoint upload locations based on the specific ServiceNow record, providing better organization and context for uploaded documents.
• Enhanced Security and Permissions: DocIntegrator can enforce security and permission controls during the upload process, ensuring that files are stored in the correct SharePoint locations with appropriate access rights.
• Potential for Metadata Synchronization: The ability to automatically transfer metadata between ServiceNow and SharePoint can further enhance data management and reporting capabilities.
• Additional Document Management Features: Depending on its capabilities, DocIntegrator might offer features like version control and document preview directly within ServiceNow, further enriching the user experience.

In essence, DTech Apps DocIntegrator transforms a cumbersome, manual process into a seamless, automated workflow, providing significant value in terms of user experience, efficiency, accuracy, reliability, and advanced document management capabilities for your ServiceNow and SharePoint integration needs.