ServiceNow Integration Guide

This document is intended for organizations interested in using Tenfold in a ServiceNow environment. Those who will perform the procedures described in this guide should have a basic level of familiarity with ServiceNow APIs, ServiceNow administration, general networking, and Tenfold.

The goal of this document is to provide knowledge, reference, and procedural information necessary to understand a proposed ServiceNow/Tenfold integration.

This document is NOT intended as a specific system or network design document. If further clarification is needed, consult with your Tenfold Customer Success Manager (CSM) and/or Technical Account Manager (TAM).

To ensure a common frame of reference, this guide uses the following terms in conjunction with this ServiceNow integration:

You are responsible for supplying the physical and/or IP connections to ServiceNow and LAN, and for obtaining and loading any licensing required by ServiceNow. You are also responsible for configuring ServiceNow to support the Tenfold integration.

The Tenfold App for ServiceNow is installed from the ServiceNow app store into the customer instance. It adds not only the necessary roles and fields used by the Tenfold integration but also the necessary tables and endpoints used.

During installation, the customer will install the Tenfold App aligned to the customer use case. For example:

While it’s possible to fully customize all forms and views in ServiceNow, the app installs a custom view for the phone call entity that already includes the custom fields Tenfold uses. To switch to this view or to further customize the phone call (or other) views, see Customize views in ServiceNow.

To avoid conflicts between each installed app, ServiceNow gives each app a unique prefix that precedes each field, table, or custom entity created by the app. The relevant prefixes are:

Everything in ServiceNow requires some sort of role. Access to the Tenfold apps for ServiceNow is no different. Each app creates its own custom role, and the integration user used to authenticate against ServiceNow and allow data to flow between Tenfold and ServiceNow needs to have such a role. They are:

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Agents who use the embedded application require an additional role (sn_openframe_user), otherwise, they do not have access to the Tenfold UI. See this question for details.

Authentication with ServiceNow happens through an OAuth client installed on the ServiceNow instance along with the app. Each OAuth client of each individual app has a unique ID and this ID is very important when connecting to ServiceNow as it is used to identify what type of app Tenfold is integrating with. It’s also important to integrate via a user with the correct permissions when connecting to ServiceNow through the OAuth client; otherwise, the Tenfold backend will not be allowed to read/write data to ServiceNow. For instructions on how to authenticate against ServiceNow, see the Installation section.

NOTE: If you have not already done so, install the OpenFrame plugin. For more information, see Install plugins for ServiceNow.

Sync users

The Tenfold Dashboard can sync users with the customer CRM. What that means is that we will pull users from the customer CRM, compare with the users existing in our database and do the following three operations:

• Create users that exist in the CRM and not in Tenfold

• Update Tenfold users that match users from the CRM

• Remove users that exist in Tenfold but not from the CRM

ServiceNow stores customers and agents in the same table (called Users [sys_user]. Contacts, added by the CSM plugin, extend sys_user). For this reason, Tenfold filters users by role when synchronizing with Tenfold Dashboard. The following roles are the defaults which Tenfold uses to synchronize:

• itil - Role added by the ITSM plugin

• sn_customerservice_agent - Role added by the CSM plugin

Customers can provide custom roles they might use to identify their agents through the Additional Roles field inside the advanced CRM settings:

To provide additional roles, the customer must provide a comma-separated string:

role_1,role_2,role_3

The net of this being that Tenfold queries the CRM for users who have

• the itil role (if ITSM is installed) OR

• the sn_customerservice_agent (if CSM is installed) OR

• have one of the custom roles (if provided)