ServiceNow Integration
OvalEdge supports integration with ServiceNow, allowing users to track and approve service requests efficiently. ServiceNow fields can be mapped to corresponding Service Desk fields in OvalEdge, with the flexibility of one-to-one, one-to-many, or many-to-one mappings.
Once integrated, ServiceNow can be configured as part of the workflow to act as an approver, where requests require approval in ServiceNow to proceed, or to track service requests in ServiceNow without dependency on approval.
In OvalEdge, ServiceNow can be integrated into a specific Service Desk Template using the integration functionality. Once ServiceNow is set up, metadata from ServiceNow is fetched, and Service Desk Template fields in OvalEdge are mapped to the corresponding ServiceNow fields. After mapping, workflows are configured to either use ServiceNow as an Approver or as a Tracker:
Approver
When ServiceNow is set as an approver, the service request in OvalEdge will not progress until it is approved in ServiceNow.
If a service request is created in OvalEdge, it awaits approval from ServiceNow, displaying the ServiceNow ticket ID and status.
Once approved or rejected in ServiceNow, the status is synced back to OvalEdge through an automated job or manual sync.
If approved, the service request is fulfilled in OvalEdge.
If rejected, the service request is either reopened for further approval or closed.
A reopened request will go through the same approval process in ServiceNow until it is approved or rejected.
Tracker
If ServiceNow is used as a tracker, the service request in OvalEdge is mirrored in ServiceNow without affecting the approval flow in OvalEdge.
A ServiceNow ticket is created, and its ID is displayed in the service request in OvalEdge for reference. However, there is no dependency on ServiceNow for approval; the ticket is tracked independently in ServiceNow.
Setting Up ServiceNow in OvalEdge
To configure ServiceNow in OvalEdge, follow these steps:
Log in to OvalEdge:
Access the OvalEdge application using your credentials.
Navigate to the Service Desk Templates:
Go to Administration > Service Desk Templates.
Click on the Integrations button at the top right corner of the page. A list of supported external tools is displayed.
Add New ServiceNow Integration:
Select the ServiceNow tab.
Click on (+) Add New Integration. A pop-up window will appear.
Enter Integration Details (for Basic or Bearer Authentication)
Integration Name: Provide a name for the integration (e.g., ServiceNow).
Connector Description: Provide the connector description, if applicable.
ServiceNow Server: Enter the ServiceNow instance URL (e.g., https://dev267670.service-now.com).
Username: Input the username associated with the ServiceNow server.
ServiceNow Token: Provide the secure token used to access the ServiceNow API.
Select Authentication Type:
Choose the authentication type for verifying user identity:
Basic
Bearer
For Basic and Bearer authentication, the configurations and parameters fields are the same.
Enter Integration Details (for OAuth Authentication)
Integration Name: Provide a name for the integration (e.g., ServiceNow).
Connector Description: Provide the connector description, if applicable. By default, it is service now, but it can be updated according to the requirements.
ServiceNow Server: Enter the ServiceNow instance URL (e.g., https://dev267670.service-now.com).
Username: Input the username associated with the ServiceNow server.
ServiceNow Token: Provide the secure token used to access the ServiceNow API.
Access Token URL: Provide the URL where OvalEdge requests the access token for authentication.
Client ID: Provide the unique identifier for the client application that integrates with ServiceNow APIs.
Client Secret: Provide a confidential string used to authenticate the client application.
Select Authentication Type:
Choose the authentication type for verifying user identity:
OAuth
Validate and Save:
Click Validate to verify the connection details.
Click Save to store the integration. The saved details will be displayed under the ServiceNow tab.
After the integration is saved, metadata from the ServiceNow server will be fetched.
Map the Service Desk Template fields with corresponding ServiceNow fields.
Add the mapped fields to approval workflows as needed.
Mapping Fields
The mapping process in OvalEdge creates a link between ServiceNow fields and the fields in the Service Desk Template within OvalEdge. This enables service requests raised in OvalEdge to be pushed to ServiceNow, ensuring consistency between the two systems. Depending on the use case, the mapping can be one-to-one, one-to-many, or many-to-one.
Steps Involved
Access Service Desk Templates
Navigate to Service Desk Templates:
Go to Administration > Service Desk Templates in OvalEdge.
Click on the template name for which you want to configure the field mapping. This opens the template page displaying Template Details. Click the Ticketing System Integration tab.
Open Integration Settings
Click on the Integrations Button:
On the template page, click the Integrations button at the top right corner. This opens the Add Integration window.
Configure Integration Details
Enter Integration Name:
In the Integration Name field, enter the name of the integration (e.g., "ServiceNow Integration for IT Requests").
Enter Description:
In the Description field, provide a brief explanation of the integration (e.g., "Maps IT support tickets from OvalEdge to ServiceNow for tracking and resolution").
Select Integration System:
From the Integration System dropdown, select ServiceNow. Other available options might include JIRA and Azure DevOps.
Select ServiceNow API Type:
In the API dropdown, choose between:
Table: Select this option if you are working with system-generated forms in ServiceNow (e.g., incident management tables).
Service Catalog: Select this if a custom form has been created in ServiceNow (e.g., specific service request forms).
For Service Catalog Forms:
If you select Service Catalog, enter the Catalog Item ID (e.g., SC12345). This ID allows OvalEdge to fetch fields from the custom form in ServiceNow.
Define Statuses
Approved Statuses:
In the Approved Statuses field, specify the statuses that signify approval (e.g., Approved).
Rejected Statuses:
In the Rejected Statuses field, specify the statuses that signify rejection (e.g., Rejected).
Map Fields Between OvalEdge and ServiceNow
Select Service Desk Template Fields:
From the dropdown in the Mapper Fields section, select fields from the Service Desk Template. These are the fields defined in the OvalEdge template (e.g., Priority, Request Type). Example: If you want to map the "Priority" field in OvalEdge to the ServiceNow field, select Priority from the dropdown.
Include Name Option:
Select the Include Name checkbox if you want to use the selected Service Desk field as a label in ServiceNow. Example: If the OvalEdge field Priority is mapped to the ServiceNow field Ticket Type, and Include Name is checked, it will appear in ServiceNow as Priority: High.
Select ServiceNow Fields:
From the dropdown, select the corresponding ServiceNow fields that should be mapped (e.g., Ticket Type, Request Priority). Example: If you are mapping the Priority field in OvalEdge to the Ticket Type field in ServiceNow, select Ticket Type.
Add Mappings
Click on Add Mapping:
Once you've selected both the Service Desk Template and ServiceNow fields, click Add Mapping. This establishes the connection between the two fields.
You can map:
One Service Desk field to One ServiceNow field.
One Service Desk field to Multiple ServiceNow fields.
Multiple Service Desk fields to One ServiceNow field.
Save the Mapping
Verify and Save:
Review the field mappings to ensure accuracy.
Click Save to save the integration and mapping details. These will now be displayed under the Integration section of the template.
Manage Integration Settings
Edit, Inactivate, or Delete Integration:
After saving, you can inactivate or delete the integration if needed.
Example of Field Mapping:
Service Desk Field: Priority (e.g., High, Medium, Low)
Mapped ServiceNow Field: Ticket Type
Result in ServiceNow: Priority: High when the priority field in the Service Desk Template is mapped to the ticket type in ServiceNow.
Configuring Workflows
Workflows in Service Desk Templates allow specifying approvers for service requests. You can either create a new workflow or use an existing one. ServiceNow and other external tools, such as JIRA and Azure DevOps, can be integrated into the workflow. These external tools can function either as approvers for service requests or simply as tools to track the requests from OvalEdge. ServiceNow in Workflows:
ServiceNow as Approver: The service request will not progress until it is approved.
ServiceNow for Ticket Tracking: The service request information is captured in ServiceNow, but the request proceeds independently without waiting for approval.
Steps Involved
Access the Template Workflow
Navigate to Service Desk Templates:
Go to Administration > Service Desk Templates.
Select the template where the ServiceNow integration has been added.
Edit the Associated Workflow:
Under the Associated Workflow section, click on the Edit icon.
A pop-up window with the workflow configuration will appear.
Configure ServiceNow as an Approver
Add ServiceNow as an Approver:
In the Associated Workflow pop-up, go to the Workflow Approvers section.
Set the Approve field to ServiceNow. This ensures that the service request will not progress until approved.
Once you select Approve in ServiceNow, the Status field will automatically be populated based on your selected action.
Select Approvers:
In the Approver dropdown, choose the approver:
Select ServiceNow as the Approver.
Map ServiceNow:
In the Mapper dropdown, select the ServiceNow mapper that was created for this template. This links the service request to the ServiceNow system for approval.
Save the Configuration:
After entering all the details, click Save. ServiceNow is now set as the approver for all service requests raised in OvalEdge. The requests will not proceed until the selected approver approves them.
Configure ServiceNow for Ticket Tracking Only
Track Service Requests in ServiceNow:
If you only want to track the service request in ServiceNow without requiring approval:
Select anyone as the Actor in the workflow
In the Track Ticket Via dropdown, select the mapper that was created for ServiceNow.
Save the Configuration:
After entering the required information, click Save. The service requests raised in OvalEdge will be tracked in ServiceNow, but there will be no dependency on ServiceNow for the request to proceed.
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