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ServiceNow Connector Reference

ServiceNow is an IT Service Management (ITSM) system that helps IT organizations manage service requests and incidents reported by employees as well as service requests from partners, vendors, and customers.

To view sample data in ServiceNow Connector, you must either:

  • Go to ServiceNow and then go to System Properties > Web Services. Select the Yes checkbox under the This property sets the elementFormDefault attribute of the embedded XML schema to the value of unqualified, if set to true. This attribute indicates whether or not locally declared elements must be qualified by the target namespace in an instance document. If the value of this attribute is 'unqualified', then locally declared elements should not be qualified by the target namespace. If the value of this attribute is 'qualified', then locally declared elements must be qualified by the target namespace. For compatibility with Clients generated from WSDL (.NET Web Reference, Axis2 stub, webMethods, ect.), set this value to false. This value defaults to true. statement. Click Save.

  • Go to ServiceNow and in the navigation filter, enter sys_properties.list. Find the glide.wsdl.schema.UnqualifiedElementFormDefault property and set it to true.

Connections

To connect to a system, whether it is a source of data or the target where you are sending data, you must create a connection with that system’s required credentials. You typically connect to different systems within a flow and can reuse each connection every time you need to connect.

This system requires the following credential information for its connections:

Connection Name

Enter a connection name that will help you remember the details of this connection. You can reuse connections multiple times in a single flow, and in more than one flow, and the credentials are hidden after you create the connection. Therefore, it’s helpful to provide a name that easily identifies this connection from others.

Only you can see the connection. Other users in your Composer app must create their own connections.

Only users with the ServiceNow soap_admin role can create connections. For more information, see the ServiceNow documentation.

Instance URL

The URL or ID of your ServiceNow instance.

Username

The username that you use to log in to ServiceNow.

Password

The password that you use to log in to ServiceNow.

Triggers

Each flow starts with either a scheduler or a trigger. Schedulers are set to a default frequency of 15 minutes. Triggers, such as "each time a new record is created", are defined by you and provide multiple options related to the data in your system.

Triggers use a polling process to actively check for new updates from an external system. The polling frequency is 15 seconds.

This system provides the following trigger options:

New or Updated Record

Checks for new or updated records in the ServiceNow record_type table. Provide a value for Table name.

Note that ServiceNow Time Zone must be set to the same time zone as your ServiceNow instance.

To view custom or extended parent tables in ServiceNow Connector, select the Allow access to this table via web services and Allow configuration options in the table definition.

Polling Frequency

For triggers in this connector, the Polling Frequency field is required. This field enables you to select how often Composer makes a request to the underling system API to look for changes to records in active flows. You can select a different polling frequency for each flow in your organization. With a shorter frequency, the flow executes more often; however, a shorter frequency consumes more API calls. For example, if you have an order management flow, you might require nearly real-time updates, which can be achieved with a 15-second polling interval (which equates to 5760 API calls per day). In contrast, if your flow updates a pricing catalog, you could poll the flow every hour (which equates to 24 API calls per day).

Actions

After you connect to a system and define the trigger or configure a scheduler, you define the actions that the flow performs, such as copying a record from Workday to Salesforce. The actions you can perform depend on which system you are connected to.

This system provides the following actions:

Search Record

Searches for an existing record using a query string that specifies record type criteria. Provide a value for the following fields:

  • Table name

  • Query

    If the value in the Table name field is sysparm_no_count, then this value is set to True by default. For more information, see the ServiceNow documentation.

Create Record

Creates a new entry of the selected record type table in ServiceNow. Provide a value for Table name.

Update Record

Updates an existing entry of the selected record type table in ServiceNow. Provide a value in the following fields:

  • Table name

  • Sys ID

To view custom or extended parent tables in ServiceNow Connector, select the Allow access to this table via web services and Allow configuration options in the table definition.

Custom Fields

Custom fields are not supported. Using MuleSoft Composer, you can access standard field values for actions and triggers that you set in the ServiceNow record.

See Also