# ServiceNow Integration

The ServiceNow integration with Asset Panda streamlines asset management through bidirectional data sync. Users can import assets, users, and incidents into Asset Panda with flexible field mapping and support for unique identifiers. Outbound sync ensures updates in Asset Panda are automatically reflected in ServiceNow tickets, maintaining data consistency.

Features include dynamic mapping, agent-based automatic data fetching, and automatic outbound updates. The workflow remains consistent with other Asset Panda integrations. However, only fields supported by the ServiceNow API can be updated from Asset Panda, ensuring compatibility.

* Supports inbound and outbound data synchronization. 
* Flexible field and identifier mapping. 
* Automatic data fetching via agents. 
* Real-time updates to ServiceNow tickets. 
* Maintains a consistent workflow. 
* Limited to API-supported fields.

 

## **Prerequisites** <a href="#prerequisites" id="prerequisites"></a>

* Use your ServiceNow login credentials authorized to access the instance.&#x20;
* Confirm that your user account has the **rest\_service** role assigned to enable REST API and OAuth configuration.&#x20;
* Ensure you have administrative privileges or necessary permissions to create OAuth application registrations within ServiceNow.&#x20;
* Obtain the base URL of your ServiceNow instance before starting the setup process.
* Copy the **Client ID** and **Client Secret** immediately after generating them, as they cannot be retrieved later.&#x20;
* Be aware that only fields supported by the ServiceNow API can be updated from Asset Panda.&#x20;
* Confirm your API rate limits and data volume expectations to prevent synchronization issues during large data transfers.&#x20;

&#x20;

## ServiceNow Tasks <a href="#servicenow-instance-url-retrieval" id="servicenow-instance-url-retrieval"></a>

### **ServiceNow Instance URL Retrieval** <a href="#servicenow-instance-url-retrieval" id="servicenow-instance-url-retrieval"></a>

1. Log in to your ServiceNow instance using your credentials.&#x20;
2. Navigate to any main page or dashboard within ServiceNow to ensure your session is active.&#x20;
3. Copy the full URL from the browser’s address bar. The URL should typically follow this format: `https://yourcompany.service-now.com`.&#x20;
4. Confirm the URL includes your specific domain and instance address without additional parameters or query strings.&#x20;
5. Save the URL securely, as it will be used during Asset Panda setup for establishing the connection.&#x20;
6. Verify the URL is accessible and correct, especially if your organization uses multiple instances or environments.&#x20;

&#x20;

### **Create an OAuth Application** <a href="#create-an-oauth-application" id="create-an-oauth-application"></a>

1. Navigate to **System OAuth > Application Registry** in the application navigator.&#x20;
2. Click the **New** button to start creating a new OAuth application registration.&#x20;
3. Select **Create an OAuth API endpoint for external clients** to define a new registration.&#x20;
4. Fill out the form, providing a descriptive **Name** such as "Asset Panda Integration"; leave other fields at default unless customization is needed.&#x20;
5. Click **Submit** to generate the registration.&#x20;
6. Once the page refreshes, copy the **Client ID** and **Client Secret** immediately and store them securely for use in the Asset Panda setup.

{% hint style="info" %}
***Note:** Use your ServiceNow login credentials and ensure the user has the **rest\_service** role assigned before proceeding.*&#x20;
{% endhint %}

## Asset Panda Tasks <a href="#set-up-servicenow-integration-with-asset-panda" id="set-up-servicenow-integration-with-asset-panda"></a>

1. Log in to **Asset Panda**.
2. Navigate to **Settings** > **Account Management**.
3. Under the appropriate module, click **Manage** under **Integrations**.
4. Open the **Integrations Store** for the desired account.
5. In the Integration Store, find the **ServiceNow** tile and click **Add**.
6. Switch to the **Integrations in this module** tab.
7. Locate the **ServiceNow** tile and click **Configure**.
8. In the **URL** field, enter the ServiceNow site URL you copied earlier (e.g., `https://yourcompany.service-now.com`).
9. Enter the **Client ID** and **Client Secret** you created in the OAuth application.
10. Enter your ServiceNow login credentials in the **Username** and **Password** fields.
11. Click **Test and save connection** to verify the setup and confirm that the credentials are valid.
12. Click **Continue with mapping** to start the user data mapping process.
13. Click **Add mapping option**. The **Mapping Option** window appears on the screen.

{% hint style="info" %}
&#x20;**Note:** *Before configuring field mapping, complete the initial setup by:*\
\&#xNAN;*- Providing a **name for the mapping.***\
\&#xNAN;*- Selecting the relevant **Asset Panda collection** to receive the data.*\
\&#xNAN;*- Choosing the appropriate **external entity** from Microsoft Intune.*<br>
{% endhint %}

### Mapping Fields <a href="#mapping-fields" id="mapping-fields"></a>

To ensure accurate synchronization between ServiceNow and Asset Panda. Map key fields, such as serial numbers, device IDs, user IDs, and incident numbers, to prevent duplicates and ensure accurate record updates. Utilize constant fields, such as ServiceNow Sys ID, as a unique identifier to facilitate precise data syncing and prevent duplicates, thereby ensuring seamless data transfer between both systems.

1. Enter a **Mapping Name** (e.g., *ServiceNow Ticket Sync*).
2. Select the **External entity** from the dropdown list.
3. Choose the **Collection** in Asset Panda that will store the ServiceNow ticket data (e.g., *People*, *Devices*, etc.).
4. In the mapping section, identify the relevant ServiceNow fields, such as Configuration Item, Asset Tag, or User ID.
5. Map each ServiceNow field to the corresponding column in your Asset Panda system.
6. Click **Save** to apply the mappings.

{% hint style="info" %}
***Note:** Setting up automation ensures data remains current by syncing records at scheduled intervals.*
{% endhint %}


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