SharePoint Online Service Now Integration

[Kannan16]

I'm new to Service Now Developer Community. I have a requirement to Display Knowledge Base Articles / Incidents in SharePoint Online from Service Now. 

I have the following requirements.

1) KB Article is managed in Service Now but end users will view the article in SharePoint.

2) Users will log Incidents from SharePoint and that information should be routed to Service Now.

3) Users should be able to Search SNOW content from SP.

Could someone let me know what are the integration capabilities available in SNOW to achieve this? There are couple of architecture options

1) Sync data between both system using a connector (for ex., a tool like SYNQ) so that view/search article is bit easy to manage.

2) Use SNOW REST API capabilities and display content dynamically in SP.

I'm like Option 1 but drawback is content is duplicated in SP. Not sure if this a good pattern but there are some products which cater to this scenario.SYNQ

What should I consider if I go with Option 2? What are the pros/cons of Service now REST API.

Could someone point me the right direction?

[Manish Vinayak1]

Hi Kannan,

Considering the options you have mentioned:

1) Sync data between both system using a connector (for ex., a tool like SYNQ) so that view/search article is bit easy to manage.

2) Use SNOW REST API capabilities and display content dynamically in SP.

I am not aware about SYNQ tool, but your point is correct that would end up duplicating the data at 2 places. But if you are trying to use REST API integration between ServiceNow and Sharepoint, it shouldn't be a problem. ServiceNow provides Table API (REST) where you could query the knowledge articles and show them on your sharepoint page:

https://developer.servicenow.com/app.do#!/rest_api_doc?v=madrid&id=c_TableAPI

The points you should consider I think are, comparing cost / efforts of the implementation using REST and using the connector. If you already own the connector / its license and it is easy to configure you might consider using that. As if it is a rest integration, you will have to maintain the code / configuration at Sharepoint end.

Thanks,

Manish

[Kannan16]

Hi Manish

If I'm going with the REST API approach I have another question.

The user can access SharePoint but he may not be a user in Service Now. I believe the REST API endpoint runs under the current user context.

Do you know if Service Now has any solution for this?

[Manish Vinayak1]

Hi Kannan,

You will need to create a functional user account in ServiceNow and grant that account 'snc_platform_rest_api_access' role (which used to be 'rest_service' role in previous versions).

You need to use that account's credentials to provide basic authentication to ServiceNow's API. You will need to configure those basic authentication details in SharePoint while triggering the REST request to ServiceNow.

Thanks,

Manish

[SaiRaviKiran Ak]

Below link could help you out :

https://community.servicenow.com/community?id=community_article&sys_id=3dd7c605db179f40fece0b55ca961...