Create an integration user in ServiceNow

Unified Experience from Genesys and ServiceNow integration: Feature coming soon

Create an integration user to have a dedicated user account for managing Genesys Cloud as external application in ServiceNow. The integration user’s Sys ID is used to authenticate the user with the ServiceNow instance. For more information, see Create an Application Registry in ServiceNow.

To create an integration user in ServiceNow:

  1. Log in to ServiceNow.
  2. Navigate to All > User Administration > Users.
  3. Click New.
  4. Fill in the following details for the user:
    • User ID – Create a unique identifier for the user.
    • First Name and Last Name – Name of the user.
    • Active – Select the option to mark the user as active.
    • Internal Integration User – Select the option to mark the user account as internal integration user and bypass the WS-Security authentication requirement.
  5. Click Submit.