Set up the integration for ServiceNow

Unified Experience from Genesys and ServiceNow integration: Feature coming soon

Prerequisites
  • A public-private key pair for secure communication and authenticate requests between Genesys Cloud and ServiceNow.
  • Create OAuth client in Genesys Cloud for Unified Experience from Genesys and ServiceNow and get the client Id and client secret. For more information, see OAuth client for ServiceNow integration.

Before creating the integration, obtain the following information from ServiceNow:

  • ServiceNow Instance Domain – In the URL of the ServiceNow instance, https://<instance_domain>.service-now.com, <instance_domain> is the unique domain name that identifies the instance.
  • ServiceNow Instance Base URL – The URL of the ServiceNow instance, https://<instance_domain>.service-now.com, used to access your specific ServiceNow instance.
  • ServiceNow Openframe Configuration ID – Navigate to All > OpenFrame Configuration and select the specific configuration from the list. Right-click and select Copy sys_id. The sys_id is the OpenFrame Configuration ID.
  • ServiceNow Integration User ID – The user ID integration of the dedicated user account created for managing Genesys Cloud as external application in ServiceNow. For more information, see Create an integration user in ServiceNow. Navigate to All > User Administration > Users and select the integration user. Right-click and select Copy sys_id.

To create the integration for ServiceNow:

  1. Click Admin.
  2. Under Integrations, click Integrations.
  3. Click Integrations in the upper right corner.
  4. Search for the Unified Experience from Genesys and ServiceNow integration and click Install.
  5. (Optional) Genesys Cloud provides a default name. If you modify the name, ensure that the name is unique.
  6. Click the Configuration tab.
  7. Under Properties, fill in the following mandatory property values about ServiceNow:
    • ServiceNow Instance Domain
    • ServiceNow Instance Base URL
    • ServiceNow Openframe Configuration ID
    • Group Filtering
  8. On the Advanced tab, provide the status mapping configuration between Genesys and ServiceNow in JSON format. For more information, see Map statuses between Genesys Cloud and ServiceNow.
  9. On the Credentials tab, click Configure. The Configure Credentials window opens and enter the following details:
    • Private key for the ServiceNow integration.
    • ServiceNow Integration User ID
    • Unified Experience from Genesys and ServiceNow Client ID
    • Unified Experience from Genesys and ServiceNow Client Secret
  10. Click OK and then Save.
  11. To activate your new integration, set the Status switch to Active.
  12. Click Yes.