Third-party data integration components

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Third-party Data Integration Components

    The third-party data integration components enable ServiceNow customers to seamlessly connect and interact with external APIs through Agent Workspace for Customer Service Management (CSM). Configuration by a system administrator is necessary to utilize these components effectively.

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    Key Features

    • OAuth 2.0 – JWT Bearer Grant Type: This grant type facilitates server-to-server API interactions without user intervention, allowing the ServiceNow instance to obtain access tokens for making REST API calls to external applications.
    • Credentials and Connections: IntegrationHub utilizes aliases to streamline connection management, reducing the need for multiple credential profiles across different environments.
    • Remote Tables: These tables represent external data sources, with the ability to map their columns to third-party application tables, enabling efficient data retrieval and display in ServiceNow.
    • Remote Table Script Definitions: Script definitions are used to fetch and cache data from external sources, storing essential metadata like name, active status, and cache settings.

    Key Outcomes

    Implementing these integration components allows customers to automate data retrieval from third-party applications efficiently, enhancing data accuracy and user experience in Agent Workspace for CSM. Proper management of caching intervals helps maintain the relevance of the displayed data while minimizing unnecessary connections to external systems.

    These components require configuration by the system administrator to use third-party data integration with Agent Workspace for CSM.

    OAuth 2.0 –JWT Bearer grant type

    JWT Bearer is the OAuth 2.0 grant type supported for the third-party data integration feature. It allows server-to-server API interactions between the ServiceNow instance and external API providers without requiring any user intervention.

    The third-party application admin is used as the subject claim of the JWT that the ServiceNow instance creates and passes to the third-party application instance. This is done to get the access token which is used to make the REST API call to fetch records from the third-party application table.

    Credentials and connections

    IntegrationHub takes advantage of aliases to manage connection information and credentials when integrating with external systems. Using an alias eliminates the need to configure multiple credentials and connection information profiles when using multiple environments. IntegrationHub only requires an alias, which then resolves to use the correct credentials and connection information during runtime.

    For more information, see the following topics:

    Remote tables

    The Tables (sys_db_object) table contains a record for each table in the database, including remote tables. For remote table records, the Remote Table flag is checked on the record form.

    The columns in a remote table are mapped to the columns in a third-party application table from which the data is being pulled. The remote table script definition stores this information. Table definitions for remote tables reside on the ServiceNow AI Platform. The table rows, or external records, are stored in memory while a user views the data in a list or form.

    For more information about remote tables, see Create a remote table.

    When creating a remote table for use with IntegrationHub, pay special attention to the caching interval and choose an interval based on your workflow and the volatility of the third-party data. If the caching interval is too short, this can result in unnecessary connections to the third-party application. If the caching interval is too long, this can result in out-of-date third-party data being presented in Agent Workspace for CSM.

    Remote table script definitions

    Use a script definition to retrieve and cache data for a remote table by running the script against an external data source. Remote table script definitions store the following information:
    • Name
    • Active
    • Table
    • Script
    • Cache TTL
    • Domain
    • Domain path

    For more information about script definitions, see Create a script definition for a remote table.