CoE Manager Plus - Integrate with ServiceNow

You can integrate CoE Manager Plus with ServiceNow to sync data between ServiceNow records such as tickets and CoE Manager Plus opportunities.

Procedure

  1. In the ServiceNow instance, register a new application and generate client ID and client secret.
    1. Log in to ServiceNow as an administrator.
    2. Navigate to All > System OAuth > Application Registry.
    3. Click New.
      A list of options is displayed.
    4. Select Create an OAuth API endpoint for external clients.
    5. In the Application Registries screen, click New.
    6. Provide a name for your application. For example, CoEMgr.
    7. Leave the default values for the rest of the fields and click Submit.
    8. Open the application and copy the Client ID and Client Secret to clipboard.
  2. In the ServiceNow instance, get table and role.
    1. Log in to ServiceNow as an administrator.
    2. Navigate to All > System Definition > Tables.
    3. Search for your table by providing the name in the label field.
    4. Click to open the table.
    5. From the Name field, copy the name of the table to clipboard.
    6. Scroll down to the Access Controls tab and open the record by clicking the Name in the last row.
    7. Scroll down to the Requires role tab and copy the Role.
  3. In the ServiceNow instance, create user and assign role.
    1. Log in to ServiceNow as an administrator.
    2. Navigate to All > Organization > Users.
    3. Click New to create a new user.
    4. Enter User ID, First name, and Last name.
    5. Select the check boxes Active and Internal Integration User.
    6. Click Submit.
      This takes you back to the previous page.
    7. Search for the user you just created and click to edit the user.
    8. Scroll down to the Roles tab and click Edit.
    9. Use the filter and add your application name to find the appropriate role.
    10. Select both the roles and click Save.
      You are redirected to the edit user page.
    11. Click Set Password > Generate and copy the generated password to clipboard.
    12. Click Save Password.
    13. In the Edit userpage, click Update.
  4. In the CoE Manager Plus instance, add a ServiceNow integration.
    1. Log in as an administrator.
    2. Navigate to Admin-Tech tab.
    3. Click Add Automation Integration.
    4. Enter an appropriate name.
    5. Select ServiceNow from the Vendor drop-down.
    6. Enter the ServiceNow instance URL and click Create.
    7. Open the created ServiceNow integration and click Edit.
    8. Enter the configuration settings copied in the clipboard; vendor URL, client ID, client secret, and ServiceNow username, password, and table name.
    9. Enter ServiceNow -> CoE Manager and CoE Manager -> ServiceNow field mapping attributes in JSON format. Set the Shibumi attribute API name first followed by the ServiceNow field name. See example below.
      ServiceNow -> CoE Manager field mapping CoE Manager -> ServiceNow field mapping 
      {
"description":"idea_description",
"name":"idea_name"
}
      		 
      {
"Total_Savings_c":"expected_savings",
"Stage_c":"opportunity_status"
}

      The two field mapping attributes allow the data to be passed from CoE Manager to ServiceNow and vice versa. You can check the attributes to map in the Opportunity > Details > Attributes page in CoE Manager Plus. Similarly, to check the attributes in ServiceNow, navigate to All > Explorer > Rest API Explorer. Use the Get API method to see the attributes in the response body.

    10. Click Save.
    11. ServiceNow tab is now added to your Opportunity menu.
  5. Create business rule in ServiceNow.
    1. Log in to ServiceNow as an administrator.
    2. Navigate to All > System Definition > Business Rule > New.
    3. Enter the name of the business rule.
    4. Select the table from the drop-down.
    5. Select the Active and Advanced check boxes.
    6. Go to When to run tab and select async in When drop-down.
    7. Select the Insert check box.
    8. Go to Advanced tab paste the script copied from CoE Manager Plus instance as given below:
      1. In CoE Manager Plus, navigate to Admin-Tech tab.
      2. Edit your ServiceNow integration.
      3. Copy the script in the ServiceNow BR webhook.

      When a new ServiceNow idea is created, this script executes and creates an opportunity in CoE Manager Plus.

  6. Link ServiceNow idea with opportunity in CoE ManagerPlus.
    1. In your ServiceNow instance, copy the Number corresponding to the idea to clipboard.
    2. In the CoE Manager Plus instance, navigate to the ServiceNow tab in your opportunity.
    3. Click Update CoEM Opportunity or Update ServiceNow Record.
    4. Click the refresh icon.
      The data from ServiceNow record is now updated in the opportunity in CoE Manager Plus. You can see the entire audit history in Opportunity > History page.
      Note: The base functionality is provided as part of the CoE Manager Plus. You can customize further to add other feature functionalities.