ServiceNow Connector

Overview

The ServiceNow connector enables seamless integration between ServiceNow ITSM and Field Nation:

• Trigger-based creation: Use Business Rules to automatically create work orders
• REST Message integration: Secure webhook communication
• Bidirectional sync: Status and notes flow both directions
• Flexible table support: Works with Incident, Case, or custom tables
• Related field access: Map fields from related tables

At a Glance

How It Works

Common Use Cases

Dispatch from Incident

Automatically create Field Nation work order when Incident requires on-site service

Incident State = "On-Site Required"
  → Business Rule triggers
  → REST Message
  → Field Nation Work Order Created

Assignment-Based Triggering

Dispatch when incident assigned to field service group

Assignment Group = "Field Services"
  → Business Rule triggers
  → Work order created
  → Assignment updated with FN details

Status Synchronization

Reflect Field Nation work order status back to ServiceNow Incident

FN Work Order Status = "Completed"
  → Integration Broker
  → ServiceNow Incident State = "Resolved"
  → Work Notes added with completion details

Architecture

Features

Field Mapping Capabilities

• Standard Fields: Short Description, Description, State, Priority
• Custom Fields: Access any custom field on base table
• Related Tables: Map fields from Assignment Group, Location, Caller, etc.
• Reference Fields: Access related record data (e.g., Location.Name)
• Choice Fields: Map ServiceNow choices to Field Nation enums

Supported Operations

Prerequisites

ServiceNow Requirements

Field Nation Requirements

• Active buyer account with admin access
• Integration settings access
• Sandbox environment (recommended for testing)

Complete prerequisites →

Authentication

ServiceNow connector supports OAuth 2.0 (recommended) or Basic Auth:

OAuth 2.0 (Recommended)

Grant Type: Client Credentials
Token Endpoint: https://instance.service-now.com/oauth_token.do
Client ID: {your_client_id}
Client Secret: {your_client_secret}

Benefits:

• More secure (no password storage)
• Token rotation automatic
• Better audit trails
• Granular scope control

Basic Authentication

Username: integration.user
Password: {secure_password}
Format: Basic base64(username:password)

When to Use:

• Quick setup for testing
• Legacy ServiceNow instances
• Simpler credential management

Data Flow Patterns

Inbound: ServiceNow → Field Nation

Trigger: Business Rule evaluates conditions Action: REST Message sends sys_id to Field Nation Result: Field Nation work order created/updated

Example Business Rule Conditions:

• State = "On-Site Required"
• Custom Field "Dispatch to FN" = true
• Priority = "1-Critical" AND Category = "Hardware"
• Assignment Group contains "Field"

Outbound: Field Nation → ServiceNow

Trigger: Field Nation work order event (assigned, completed, etc.) Action: Integration Broker calls ServiceNow API Result: ServiceNow Incident/record updated with status/work notes

Configurable Events:

• Work order assigned → Update Incident State
• Work order completed → Add Work Notes with details
• Provider checked in → Update custom field "Tech Arrived"
• Work order approved → Update State to "Resolved"

Best Practices

Business Rule Design

• ✅ Use specific conditions (avoid "on any field update")
• ✅ Run Business Rule "async" to prevent blocking
• ✅ Add condition to prevent duplicate triggers
• ✅ Test in sub-production instance first
• ✅ Document Business Rule logic

Field Mappings

• ✅ Map all required Field Nation fields
• ✅ Use default values for optional fields
• ✅ Handle Choice fields with Array Map
• ✅ Test with various record states
• ✅ Document mapping logic

Security

• ✅ Use OAuth 2.0 in production
• ✅ Use dedicated integration user
• ✅ Grant minimum required roles
• ✅ Monitor API usage and limits
• ✅ Enable IP whitelisting if policy requires

Limitations & Considerations

API Limits

ServiceNow enforces API call limits based on license:

• Enterprise: Varies by contract
• Professional: Limited API calls/hour
• Developer instances: 10K calls/24 hours

Each work order sync consumes 2-3 API calls (authentication + data retrieval + optional status update).

[Monitor API usage in ServiceNow → System Diagnostics → Stats]

Related Table Depth

The connector can access:

• ✅ Fields on base table (Incident, Case, etc.)
• ✅ Fields on directly related tables (Assignment Group, Location, Caller)
• ❌ Grand-parent or distant relationships (requires custom JSONNET)

Example Access:

• ✅ incident.location.name - Direct reference
• ✅ incident.caller_id.email - Direct relationship
• ❌ incident.location.parent.company.name - Multiple levels (not automatic)