ServiceNow, Azure AD and External Chatbot Integration for API execution

[vikashgohil]

Hello,

I have an external chatbot app on which the user logs in using SSO with Azure.

The ask is that this chatbot will create an RITM in Service Now, using the Service Catalog API, using the user's Role and ACLs. (On-behalf-of the logged in user).

Basically the Service Now API should get executed using the user's credentials in the same way as if the user is creating the request using front end.

The ask here is that user should not be asked to login again to Service Now for authenticating himself.

User will only login to chatbot with SSO using Azure.

I am not sure how we can implement this, I checked the approach of creating OAuth in System Registry, but it says chatbot should redirect user to service now authorization page, which I do not want.

I also checked for approaches for delegated user tokens and OAuth 2.0 OBO Pattern, but I am not sure what all things I need to configure on the Service Now side for these approaches.

If anyone has implemented this previously kindly provide guidance.

[Tanushree Maiti]

Hi @vikashgohil 

The integration works based on the permissions assigned to the integration user account. Once it’s set up, tickets can be created according to the access granted to that account, so end users don’t need to authenticate again.

One thing to clarify— is your ServiceNow instance integrated with Azure Active Directory SSO?

• If it’s not, then when an external chat user creates a request or incident, you’ll need to explicitly pass the caller/requested user (who exists in ServiceNow) in the request payload.

If no such user is available, you can default to the integration user. This helps ensure:

• The ticket source is properly identified
• Caller/requested fields are not left empty

Hope this helps clarify things.

[vikashgohil]

Hello Tanushree, I do not want to create a separate integration user. The integration from the chatbot should work as if the user himself is going to service now and raising an RITM from front end, except all this will happen in backend using APIs from the external app.