Connect ServiceNow to Rovo

Quickly find the ServiceNow tickets and orders you need by connecting to Rovo.

Before you begin

• You must be a ServiceNow Instance Admin to connect to Rovo.

• Only tickets (via ServiceNow Tickets) and orders (via ServiceNow Catalog) are available to Rovo.

• Rovo will always respect permissions. Users will only ever see tickets that they already have access to.

Setting up ServiceNow OAuth

1. Log into ServiceNow, take note of your organization’s subdomain. For example, if your site is vitafleet.service-now.com, you’ll need the vitafleet later.

2. From the top navigation, go to All > System Application > All Available Application > All.

3. In the search bar at the top of the next page, search for com.snc.platform.security.oauth.

   1. If the result shows under the Installed tab, move on to the next step.

   2. If the OAuth 2.0 result shows under Available for you, select it and select Install.

4. In the Workspaces menu in the top navigation, filter for sys_properties.list (there won’t be a result for this) and press enter.

5. On the resulting page, search for com.snc.platform.security.oauth.is.active.

• If this result’s Value column is true, you can move on to step 6.

• If the Value column is set to false, select the link in the Name column, and change the Value to true and selecting Update. Move on to step 6.

• If there is no result for com.snc.platform.security.oauth.is.active, you’ll need to add it. Select New in the top right, and fill in the form:

  1. Set Name to com.snc.platform.security.oauth.is.active

  2. Set Type to true | false.

  3. Set Value to true

  4. Select Submit.

6. From the top navigation, go to All > System OAuth > Application Registry.

7. On the Application Registry, select New in the top right of the table.

8. Choose Create an OAuth API Endpoint for external clients.

9. Fill out the details for the new OAuth connection:

• Give your connection a name, like Atlassian Integration

• We recommend adding an icon URL. Select the lock symbol () to edit. Can be anything, but you can use this URL if you’d prefer the Atlassian logo.

• You can leave Client Secret blank (it will generate a random one) or type your own.

• Edit the Redirect URL by selecting the lock symbol, and set it to https://id.atlassian.com/outboundAuth/finish

• Tick Public Client.

• Under Auth Scope at the bottom, double-click (yes, double) into the Insert a new row text. You’ll get a popup. Type useraccount and select the tick icon.

• Select Submit.

10. You’ll be redirected back to the Application Registries screen. Select the name of the integration you just added.

11. You need to copy down two values that you’ll need later from this integration. From this screen, copy (or keep this tab open) to see the:

• Client ID

• Client Secret, which you’ll need to use the lock symbol () to view.

Connecting to ServiceNow

Once you’ve setup your OAuth integration in ServiceNow, you can connect. To get to the setup screen for ServiceNow:

1. Go to admin.atlassian.com. Select your organization if you have more than one.

2. Select Settings > Rovo.

3. Under Activated sites, next to the site you want to connect, select More actions () and select Add connector.

4. Select ServiceNow and press Next.

5. Enter a name for your ServiceNow connection. This doesn’t need to match anything.

6. Enter the subdomain for your ServiceNow site. If your full ServiceNow URL is vitafleet.service-now.com, you only need to enter vitafleet.

7. Enter the Client ID and the Client Secret you setup in the steps above.

8. Review the disclaimer.

9. Select Authorize ServiceNow.

10. A new tab will open in ServiceNow. Review and accept the permissions. Select Allow.

Next steps

After you’ve finished connecting ServiceNow:

1. Tickets and orders will start to show in Search incrementally over the next few hours.

2. Your team members will see ServiceNow show up as a filter option in Search. If they haven’t connected to ServiceNow from their Atlassian account, they may be asked to connect before they can see results. This is required so Rovo can make sure your teammates only see tickets that they already have access to.

3. Depending on the number of tickets and orders in ServiceNow, it may take some time for all your tickets to be indexed and appear in Search.