Connecting to ServiceNow

Connecting Connected Field Service to ServiceNow lets you import field worker contact details, schedules, skills, locations, and work groups from ServiceNow instead of maintaining them in GENESIS, and lets a workflow raise a ServiceNow work order when an alarm dispatches somebody. Learn more

The connection needs the Field Service Management application and OAuth active on your ServiceNow instance, and an OAuth API endpoint registered for external clients.

ServiceNow changes its administration pages between releases. If a page is not where this procedure says it is, consult the ServiceNow documentation for your version.

To connect Connected Field Service to ServiceNow:

  1. In ServiceNow, navigate to System Applications > All Available Applications > All, search for the Field Service Management plugin, click Install, and then click Activate. Activate any of the additional Field Service Management plugins your organization needs.

  2. In the same list, find and activate the OAuth 2.0 plugin.

  3. Enter sys_properties.list in the filter navigator to open the System Properties page, and confirm that com.snc.platform.security.oauth.is.active is set to true.

  4. Navigate to System OAuth > Application Registry, click New, and then click Create an OAuth API endpoint for external clients.

  5. Enter a Name and click Submit. Record the Client ID and Client Secret that ServiceNow generates.

  6. Open Workbench and in Project Explorer, expand your project > Alarms and Notifications > Connected Field Service. Right-click Workers, select Add ServiceNow Source, and enter a name for the source.

  7. Under ServiceNow Settings, enter the ServiceNow Instance URL, and the Client ID, Client Secret, User Name, and Password for the connection.

  8. In Synchronization period, enter how often, in minutes, workers, groups, and related information are refreshed from ServiceNow.

  9. Under Only users from specific group(s), select Enabled, and then choose what to import by. Click the ellipsis button beside each option to select values from your ServiceNow instance:

    • Import Characteristics—Equivalent to skills in ServiceNow.

    • Import Territories—Equivalent to locations in ServiceNow. Locations covered by work groups are imported, together with their child locations to one level.

    • Import Crews—Equivalent to work groups in ServiceNow.