Configuring ServiceNow

CFSWorX can optionally be used with ServiceNow. This makes it easy to import field worker contact information, schedules, and experience information including skills, territories, and work groups. This information is important when determining the best worker to contact. It is also possible for CFSWorX to create work orders in ServiceNow.

The following instructions will assist with getting CFSWorX connected to an existing ServiceNow account.

Refer to the link below for steps to set up Field Service Management on your ServiceNow instance.

https://docs.servicenow.com/bundle/orlando-field-service-management/page/product/field-service-management/concept/setting-up-field-service-management.html

Activate Field Service Management

  1. Navigate to System Applications > All Available Applications > All

  2. Find the plugin ‘Field Service Management (com.snc.work_management)’ using the search bar.

Note: Field Service Management is a Paid service provided by ServiceNow and may have to requested from a ServiceNow personnel. To request a plugin, follow steps in the given link:
https://docs.servicenow.com/bundle/orlando-platform-administration/page/administer/plugins/task/t_RequestAPlugin.html

  1. Click Install and in the Activate Plugin dialog box, click Activate.

You can activate additional plugins for Field Service Management which are listed under Additional Plugins for Field Service Management.

Note: The ServiceNow dialogs may change over time. Please consult ServiceNow documentation if you have trouble finding any settings.

Enable OAuth

  1. Activate OAuth 2.0 plugin. To activate this plugin, navigate to System Applications > All Available Applications > All. Find the plugin ‘OAuth 2.0 (com.snc.platform.security.oauth)’.

  2. Set the system property com.snc.platform.security.oauth.is.active to true. This can be done by entering sys_properties.list in the Filter Navigator which opens up System Properties page. Ensure the above mentioned system property is set to true.

  3. Navigate to System OAuth > Application Registry.

  4. Click New and then click Create an OAuth API endpoint for external clients.

  5. Enter a Name. The rest of the fields are optional and can be left empty. On clicking Submit, the Client ID and Client Secret are populated.

  6. Record the Client ID and Client Secret from the previous step for later use.

Additional reference to enabling OAuth in your ServiceNow instance can be found here:

https://docs.servicenow.com/bundle/orlando-application-development/page/integrate/inbound-rest/task/t_EnableOAuthWithREST.html

Note: The links mentioned above are with reference to the Orlando release of ServiceNow. You may have to change the release version in the links above to see documentation for your specific version of ServiceNow.

Creating ServiceNow Source in Workbench

  1. Open Workbench.

  2. Expand Connected Field Service.

  3. Under Workers, add a ServiceNow source.

  4. Give the source a name.

  5. In the ServiceNow Settings section, fill in the ServiceNow Instance URL, Client ID, Client Secret, User Name and Password fields with information about your ServiceNow instance.

  6. Make other changes as desired (see the product help for more information).

  7. Apply the changes.

See Also:

Workers

Adding_a_ServiceNow_Source

Welcome to CFSWorX