ServiceNow and 4Me Bidirectional Integration

Presented by PalCon Bilişim Teknolojileri Technical Consultant Esra Peçe and Software Devoloper Mehmet Batuhan Polat

PROJECT AIM

Servicenow & 4me Integration Project Documentation

This document has been prepared as part of the bidirectional Servicenow and 4me integration project carried out by Palcon Information Technology, a leading company in the IT sector. Our goal is to ensure the seamless and efficient integration of Servicenow and 4me systems and to maximize the benefits this integration offers to our users.

This document comprehensively covers the technical details of the integration process between Servicenow and 4me platforms, configuration steps, and methods for managing data flow between the two systems. Additionally, it includes the necessary information for users to effectively use this integration and solve any issues they may encounter.

The successful completion of the integration project will enable further automation of our business processes and improve our service quality. This document is intended to guide all participants in the project and provide support at every stage of the integration process.

ServiceNow

• Automation and Innovation: Servicenow offers cloud-based PaaS (Platform-as-a-Service) solutions to automate workflows and orchestrate processes.
• Low Maintenance Cost: Servicenow enables businesses to easily manage their ITSM, ITOM, and ITBM processes with low maintenance costs.
• Real-Time Reporting and Analysis: It provides effective monitoring of business processes with real-time data analysis and reporting features.
• Data Integrity and Privacy: It meets corporate security needs with robust data integrity and privacy standards.

4me

• Easy Integration: 4me offers easy integration and collaboration among different service providers.
• Flexible Licensing Model: Its usage-based licensing model allows customers to pay only for what they need.
• High Customer Satisfaction: It enables increased productivity, better collaboration, and high customer satisfaction rates.
• SIAM Approach: 4me supports the Service Integration and Management (SIAM) approach, providing a unique solution for inter-organizational service management.

PROJECT SUMMARY

1.3 Create an HTTP method by entering the rest message we created in the previous step.

1.4 Fill in the HTTP header according to the customer 4Me credentials provided.

2.3 Click on the “New” button to create your business rule.

2.4 “When to Run” configuration

3. Create 4me webhook for update operation in ServiceNow

3.1 Go to the “Scripted REST APIs” section in your ServiceNow environment.

3.2 Click on the “New” button to create a new configuration.

3.3 Fill in the name and id fields according to yourself. You can do “4Me Update” for this scenario.

3.4 Configure Resource settings.

In this section, we made our enpoint url settings via ServiceNow to enter the “Webhook url” field on the 4me side and verify our webhook. We will change this code in the next steps. This code will allow us to listen to the requests from the 4me webhook and get the verify link from the ServiceNow logs.

When we create a new webhook on 4Me, it immediately sends a verify request to the entered url. Thanks to the code we wrote, we parse the response body and make it visible in the logs. So, as explained in the following steps, we can verify by taking the verify link from the payload field in the response body received by 4Me, pasting it in the url section of any web browser and visiting the link one time. If the verification step is not done, the webhook will not work.

For detailed reading : https://developer.4me.com/v1/webhooks/

3.5 Take your resource path for 4Me webhook url field.

Let’s set the URL before moving to the next stage, which is the 4me side.

You should make the “URL” that we will add to the 4Me webhook part like this: Set the first part of the URL (https://{YOUR-INSTANCE-NAME}.service-now.com/…) to be your servicenow instance name. The second part of the URL is in the “Resource path” section in the “Scripted REST Service” section that we set in servicenow.

For example : https://{YOUR-INSTANCE-NAME}.service-now.com/api/1406926/4me_updates/update

3.6 We will configure the webhook on the 4Me side with the url we set in the previous step.

3.7 Configure the webhook on the 4Me.

3.8 Need verify our webhook.

3.9 Get your callback URL for verification on “Sytem logs”.

3.10 Update Our Script Code.

After verification, we change our code in the script. Our first code was to get a callback URL. Change script with script number 3.

4. Configuring our update and update status business rules

4.1 As we did in section 1, go to the business rule tab and create a new rule.

After 4me ticket is created, we need to transfer bidirectional updates. When 4me ticket is updated, we need to trigger a webhook to send information to Service Now. We can manage it with Automation Rule feature of 4me. Select trigger on automation rules as “On update of status” or “On note added” to send updates. With automation rule it’s possible to send payload our webhook as our requirements, and parsing payload help us to update Service Now too. In order to update ServiceNow Incident Task we use “Business Rules” to make changes.

4.2 Now do the same process for update status.

5. Scripts

5.1 Script Number1

This business rule code will be used to create request on 4me side when incident_task is created.

5.2 Script Number2

This code will be entered in the first stage for the scripted rest api. Thanks to this code, we can get a link to verify the webhook request from the logs.

5.3 Script Number3

After verifying our web hook, we need to replace our code with this code.

5.4 Script Number4

This code is our business rule required to perform update operations.

5.5 Script Number5

This code is our business rule required to perform status update operations.

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