Connect ServiceNow to Teamwork Graph

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

What is indexed?

The ServiceNow connector indexes these objects:

Incident tickets
Catalog requests
Catalog items
Knowledge articles
News articles
Strategic Portfolio Management (SPM)
- Projects
- Demands
- Epic

For each object, it indexes these attributes:

Name
URL
Created date
Last updated date
Description
Item type
Assignee
Due date

Before you begin

You must be a ServiceNow Instance Admin to connect to Teamwork Graph.
Teamwork Graph will always respect permissions. Users will only ever see content that they already have access to.

Set up ServiceNow OAuth

Log in to ServiceNow, take note of your organization’s subdomain. For example, if your site is vitafleet.service-now.com, you’ll need the vitafleet later.
From the top navigation, go to All > System Application > All Available Application > All.
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.

Screenshot of ServiceNow searching for OAuth plugin

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.

Screenshot of within ServiceNow creating a oauth value as a system property

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.

Screenshot of creating new service record for oauth

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

Screenshot of within ServiceNow, navigating to Application Registry

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

Screenshot of Application registry screen in Service Now

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.

Screenshot of the Auth Scope field after double clicking into it

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.

Install the RovoSearch web service

Go to All → Scripted Web Services → Scripted REST APIs

2. Select the Add new button

3. Enter the Name, API ID and Default ACLs Scripted REST External Default
Name - Rovo Search
API ID - rovosearch
Default ACLs - Scripted REST External Default

4. After the web service is created, in the Resources section, select New.

5. Enter the following values:

Name - User Criteria
HTTP method - GET
Relative path - /user_criteria
Script - Paste the script below

Here’s the script that you can copy and paste in the Script section.

/* Resource Path: /api/{api_namepsace}/rovosearch/user_criteria
* Description: This API endpoint retrieves user criteria records that match the specified user sys_id(s).
*/
(function process( /*RESTAPIRequest*/ req, /*RESTAPIResponse*/ res) {
    // Retrieve parameters from incoming request
    var requestParameters = req.queryParams;

    // Get the 'user' identifier and convert to string, defaulting to null if missing
    var userIds = requestParameters.user ? String(requestParameters.user) : null;

    // Validate that userId exists
    if (!userIds) {
        gs.warn("UserCriteriaLoader API: Missing 'user' parameter in request.");
        res.setStatus(400);
        return {
            "error": "User sys_id is required."
        };
    }

    try {
        // Create new instance of UserCriteriaLoader
        var criteriaLoader = sn_uc.UserCriteriaLoader;
        var allCriteriaList = [];
        var results = [];
        var criteriaRecord = new GlideRecord('user_criteria');
        criteriaRecord.addQuery('active', true); // Filter for enabled entries
        criteriaRecord.query();
        //get ALL User Criteria records
        while (criteriaRecord.next()) {
            allCriteriaList.push(criteriaRecord.getUniqueValue());
        }
        gs.addInfoMessage("UserCriteriaLoader API: allCriteriaList size: " + allCriteriaList.length);
        var userIdSplit = userIds.split(",");
        // Invoke API to retrieve criteria that match the user
        for (const user of userIdSplit) {
            gs.addInfoMessage("UserCriteriaLoader API: matching criteria for user " + user + ".");
            var matchedCriteria = criteriaLoader.getMatchingCriteria(user, allCriteriaList);
            var criteriaPerUserMap = new Object();
            criteriaPerUserMap.userId = user;
            criteriaPerUserMap.userCriteria = matchedCriteria;
            gs.addInfoMessage("UserCriteriaLoader API: Got " + matchedCriteria.length + " results for user " + user + ".");
            results.push(criteriaPerUserMap);
        }
        // Send back the matched criteria collection
        return results;
    } catch (err) {
        // Record any exceptions encountered during execution
        gs.error("UserCriteriaLoader API: Failed to process criteria for user " + userIds + ". Error: " + err.message);
        res.setStatus(500); // Server error response
        return {
            error_message: "Failed to process criteria for user " + userIds,
            error_details: err.message
        };
    }
})(request, response);

(Optional) Enable the Employee Center Pro plugin for news articles

If News Article Ingestion hasn’t been enabled, skip this section.

More about installing Employee Center Pro

Go to All → Application Manager again.

2. Using the search filter, search for sn_ex_sp_pro and install the plugin.

Screenshot of Employee center pro plugin installation

3. After installation, select Load Demo Datafrom the Quick Actions section in the plugin page.

4. Go to All → Fix Scripts.

5. Search the Fix Scripts page for employee and press the Enter key.
It should show these two Employee scripts.

6. Select the Employee Center Easy Install script first.

7. If you cannot edit the script, select the To edit this record, click here button.

8. In the script editor, change the var runManually = false to var runManually = true and select Update.

9. Return to the Employee Center Easy Install script and select Run Fix Script.

10. Back in the Fix Scripts list, select the Employee Center Pro Fix Dashboardscript

11. Select Run Fix Script for the Employee Center Pro Fix Dashboard

Connecting to ServiceNow

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

Go to admin.atlassian.com. Select your organization if you have more than one.
Select Apps, then Connectors.
If you have more than one site, pick the site you want to connect, then select Add connector.
Select ServiceNow and press Next.
Enter a name for your ServiceNow connection. This doesn’t need to match anything.
Enter the subdomain for your ServiceNow site. If your full ServiceNow URL is vitafleet.service-now.com, you only need to enter vitafleet.
Enter the Client ID and the Client Secret you setup in the steps above.
Review the disclaimer.
Select Authorize ServiceNow.
A new tab will open in ServiceNow. Review and accept the permissions. Select Allow.

Screenshot of the consent screen the Admin sees while connecting to Rovo

Next steps

After you’ve finished connecting ServiceNow:

Tickets and orders will start to show in Search incrementally over the next few hours.
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 Teamwork Graph can make sure your teammates only see tickets that they already have access to.
Depending on the number of tickets and orders in ServiceNow, it may take some time for all your content to be indexed and appear in Search.

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