Configure OAuth client for ServiceNow integration

  • Create a role in Genesys Cloud with the following permissions:
    • Conversation > All Permissions
    • Integration > cxCloudSN > Add
    • Integration > cxCloudSN > Edit
    • Integration > cxCloudSN > View
    • Integration > cxCloudSN > Delete
    • Messaging > All Permissions

To create an OAuth client in Genesys Cloud:

  1. Click Admin.
  2. Under Integrations, click OAuth.
  3. Click Add client. The Client Details tab appears.
  4. Set App Name to a descriptive name of the app. This name is shown when someone authorizes this OAuth client.
  5. (Optional) Type a brief description of the app in the Description box.
  6. Next, set the duration of time until tokens created with this client expire. Accept the default duration, or enter a value between 300 and 172800 seconds. This sets the lifetime of the token to a maximum of 2 days or less.
  7. Set Grant Type to Client Credentials Grant. The client applications must provide OAuth client credentials in exchange for an access token. Genesys Cloud supports the OAuth 2 authorization grant types.
  8. Assign the role created for the integration. For more information, see Assign roles, divisions, licenses, and add-ons.
  9. Click Save.

The OAuth client serves as the intermediary between your Genesys Cloud and ServiceNow providing secure access to the required resources. Copy the Client ID and Client Secret from the OAuth client for later use.

For more information, see Create an OAuth client.