Third-party data integration components
Summarize
Summary of Third-party data integration components
The third-party data integration components allow ServiceNow customers to configure Agent Workspace for Customer Service Management (CSM) to interact with external APIs seamlessly. This integration enables server-to-server API interactions without user intervention, utilizing OAuth 2.0 with the JWT Bearer grant type for secure access.
Show less
Key Features
- OAuth 2.0 – JWT Bearer: This grant type allows the ServiceNow instance to obtain access tokens for making API calls to third-party applications.
- IntegrationHub Aliases: Simplifies credential management by using aliases that resolve to the correct connection information, reducing the need for multiple configurations across environments.
- Remote Tables: Facilitates the mapping of columns between ServiceNow and external application tables, enabling the retrieval of external records.
- Caching Interval: Important for optimizing data retrieval; the interval should reflect the workflow needs and data volatility to avoid stale data or excessive connections.
Key Outcomes
By implementing these components, ServiceNow customers can efficiently integrate external data into their workflows, ensuring timely and accurate information is available in Agent Workspace for CSM. Proper configuration leads to enhanced performance and user experience while minimizing the risk of outdated data or unnecessary API calls.
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.
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
- Name
- Active
- Table
- Script
- Cache TTL
- Domain
- Domain path
For more information about script definitions, see Create a script definition for a remote table.