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PlatformsServiceNow

Configuration

Configure the ServiceNow connector in Field Nation's Integration Broker to establish API connection and field mappings.

Configuration Steps Overview

###Access Integration Broker

Navigate to Field Nation's Integration Broker interface

Select ServiceNow

Choose ServiceNow connector from available integrations

Configure Connection

Enter ServiceNow instance URL and authentication credentials

Select Table

Specify which ServiceNow table to integrate (Incident, Case, etc.)

Refresh Fields

Discover available fields from ServiceNow metadata

Configure Mappings

Map fields between ServiceNow and Field Nation

Test & Save

Validate configuration and save settings

Step 1: Access Integration Broker

Sandbox: ui-sandbox.fndev.net/integrations Production: app.fieldnation.com/integrations

Select "ServiceNow" from the list of available connectors.

Step 2: Basic Settings

Instance Name

Optional - Descriptive name for this integration

Examples:

  • "Production ServiceNow"
  • "ITSM Integration - NA"
  • "Dev Instance"

Use Case: Helpful when managing multiple ServiceNow integrations.

Instance URL

Required - Your ServiceNow instance URL

Format:

https://instance-name.service-now.com

Examples:

  • https://dev12345.service-now.com (developer instance)
  • https://company.service-now.com (production)
  • https://companytest.service-now.com (test instance)

Find Your Instance URL:

  1. Log into ServiceNow
  2. Check browser address bar
  3. Copy full URL up to .service-now.com

Do not include trailing slashes or API paths. Just the base instance URL.

Table Name

Required - ServiceNow table API name for integration

Standard Tables:

  • incident - IT Incidents
  • case - Customer Service Cases
  • problem - Problem Management
  • sc_task - Service Catalog Tasks

Custom Tables:

  • u_field_service_request - Custom FSM table
  • u_work_order - Custom work order table

Format Rules:

  • Use table name, not label
  • Standard tables: lowercase (incident)
  • Custom tables: Prefix with u_ (u_my_table)

Field Access:

  • All fields on the base table
  • Fields from directly related tables via reference fields

Step 3: Authentication

ServiceNow connector supports OAuth 2.0 or Basic Auth.

OAuth 2.0 (Recommended)

Create OAuth Application in ServiceNow

  1. Navigate to System OAuth → Application Registry
  2. Click New → Create an OAuth API endpoint for external clients
  3. Configure:
    • Name: Field Nation Integration
    • Client ID: Auto-generated (copy this)
    • Client Secret: Auto-generated (copy this)
    • Redirect URL: Leave blank (using Client Credentials)
    • Token Lifespan: 3600 (1 hour)
    • Refresh Token Lifespan: 86400 (24 hours)
  4. Save OAuth Application

Configure in Field Nation

In Integration Broker, select OAuth 2.0 and enter:

Client ID: From ServiceNow OAuth app

Client Secret: From ServiceNow OAuth app

Token URL: https://instance.service-now.com/oauth_token.do

Grant Type: client_credentials

Basic Authentication

Create Integration User in ServiceNow

  1. Navigate to User Administration → Users
  2. Click New
  3. Configure:
    • User ID: integration.fieldnation
    • First Name: Field Nation
    • Last Name: Integration
    • Email: integration@company.com
    • Password: Strong, unique password
  4. Assign Roles:
    • web_service_admin or
    • rest_api_explorer
  5. Save User

Configure in Field Nation

In Integration Broker, select Basic Auth and enter:

Username: ServiceNow user ID (e.g., integration.fieldnation)

Password: User's password

Best Practice: OAuth 2.0 is more secure and recommended for production. Basic Auth is simpler for testing/development environments.

Step 4: Test Connection

Click "Test Connection"

Button in configuration form

Integration Broker Validates

  • Authenticates with ServiceNow
  • Queries table metadata
  • Verifies permissions

Review Result

Success: ✅ Green confirmation

  • Connection established
  • Authentication valid
  • Table accessible

Failure: ❌ Error message

  • Check error details
  • Fix configuration
  • Retry

Common Authentication Errors

Step 5: Get Trigger URL

Once authentication succeeds, Field Nation generates your unique trigger URL.

Format:

https://api.fieldnation.com/integrations/trigger/{CLIENT_TOKEN}

Copy this URL - You'll need it when configuring the REST Message in ServiceNow.

Security: The client token authenticates incoming webhooks. Keep this URL secure.

Step 6: Refresh Fields

Discover available fields for mapping.

Click "Refresh Fields"

Button in field mapping section

Broker Queries ServiceNow

  • Calls Table API metadata endpoint
  • Retrieves field definitions
  • Discovers related table fields

Fields Populate

Dropdown menus fill with:

  • Standard fields (short_description, description, state)
  • Custom fields (u_custom_field)
  • Reference fields (assignment_group.name, location.city)
  • Choice values (for state, priority, etc.)

Step 7: Configure Field Mappings

Map data between ServiceNow and Field Nation.

Inbound (ServiceNow → Field Nation)

Example Mappings:

ServiceNow Field              → FN Field                   Action
─────────────────────────────────────────────────────────────────
short_description            → title                      Sync
description                  → description                Sync
location.name                → location.company.name      Sync
priority                     → priority                   Array Map
state                        → status_id                  Array Map
caller_id.email              → contact.email              Sync
work_start                   → schedule.start             Date Convert

Outbound (Field Nation → ServiceNow)

Example Mappings:

FN Field                     → ServiceNow Field           Action
─────────────────────────────────────────────────────────────────
status.name                  → state                      Array Map
assignee.user.name           → assigned_to.name           Sync
completion_notes             → work_notes                 Sync
completion_date              → resolved_at                Date Convert

State/Status Mapping

ServiceNow States (Incident):

1 = New
2 = In Progress
3 = On Hold
4 = Resolved
5 = Closed
6 = Cancelled

Field Nation Status IDs:

1 = Draft
2 = Assigned
3 = Work Done
4 = Approved
5 = Paid

Array Map Configuration:

{
  "source": "state",
  "target": "status_id",
  "action": "array_map",
  "mappings": [
    { "compare": "1", "value": "1" },  // New → Draft
    { "compare": "2", "value": "2" },  // In Progress → Assigned
    { "compare": "4", "value": "3" },  // Resolved → Work Done
    { "compare": "5", "value": "4" }   // Closed → Approved
  ],
  "default": "1"
}

Complete field mapping guide →

Step 8: Save Configuration

Review Settings

Verify all configuration:

  • ☐ Instance URL correct
  • ☐ Table name correct
  • ☐ Authentication successful
  • ☐ Fields refreshed
  • ☐ Inbound mappings configured
  • ☐ Outbound mappings configured

Save

Click "Save" to persist configuration

Note Trigger URL

Copy trigger URL for ServiceNow REST Message configuration

Configuration Checklist

Field Nation Configuration

  • ☐ Instance name configured
  • ☐ Instance URL entered
  • ☐ Table name correct
  • ☐ Authentication method selected
  • ☐ Credentials entered
  • ☐ Connection tested successfully
  • ☐ Trigger URL copied
  • ☐ Fields refreshed
  • ☐ Inbound field mappings configured
  • ☐ Outbound field mappings configured
  • ☐ Configuration saved

ServiceNow Configuration (Next Steps)

  • ☐ REST Message created
  • ☐ Business Rule created
  • ☐ Business Rule conditions defined
  • ☐ Business Rule activated
  • ☐ Integration tested with sample record

ServiceNow workflow setup →

Last updated on

ServiceNow Connector

Integrate ServiceNow ITSM with Field Nation for automated work order creation from Incidents, Cases, or custom tables.

Workflow Setup

Create ServiceNow Business Rules and REST Messages to automatically send work order data to Field Nation.

On this page

Configuration Steps Overview
Select ServiceNow
Configure Connection
Select Table
Refresh Fields
Configure Mappings
Test & Save
Step 1: Access Integration Broker
Step 2: Basic Settings
Instance Name
Instance URL
Table Name
Step 3: Authentication
OAuth 2.0 (Recommended)
Create OAuth Application in ServiceNow
Configure in Field Nation
Basic Authentication
Create Integration User in ServiceNow
Configure in Field Nation
Step 4: Test Connection
Click "Test Connection"
Integration Broker Validates
Review Result
Common Authentication Errors
Step 5: Get Trigger URL
Step 6: Refresh Fields
Click "Refresh Fields"
Broker Queries ServiceNow
Fields Populate
Step 7: Configure Field Mappings
Inbound (ServiceNow → Field Nation)
Outbound (Field Nation → ServiceNow)
State/Status Mapping
Step 8: Save Configuration
Review Settings
Save
Note Trigger URL
Configuration Checklist
Field Nation Configuration
ServiceNow Configuration (Next Steps)