Servicenow

ServiceNow is a cloud-based software as a service (SaaS) company that provides a workflow automation platform that enables enterprise organizations to improve operational efficiencies by streamlining and automating routine work tasks. It enables enterprise organizations to improve operational efficiencies by streamlining and automating routine work tasks.

In order to integrate Servicenow with Relyance AI you will need your Servicenow Subdomain, Client ID, and Client Secret.

Important Prerequisite:

Some of the endpoints are specific to the Customer Service Management plugin which is a paid feature.

Please follow the steps as described in the link below:

https://docs.servicenow.com/en-US/bundle/sandiego-customer-service-management/page/product/customer-service-management/task/t_ActivateCustomerService.html

This integration queries the following endpoints:

• contact
• consumer
• account
• get_user_employee_profile
• tables:
  • sys_user
  • customer_account
  • imp_user
  • sn_hr_core_profile
  • cmdb_ci_database
  • cmdb_ci_service

In Servicenow:

1. Login to your Servicenow account.
2. Go to the Developers service as a starting point: https://developer.servicenow.com/
3. Click on the Account profile menu in the top right-hand header and select Start Building.
4. This will bring you into your Servicenow instance.
5. The subdomain in your web browser URL is your Servicenow Subdomain:
6. In the Servicenow instance page, find System OAuth> Application Registry in the left-hand navigation menu.
7. Click the New button.
8. Select Create an OAuth API endpoint for external clients.
9. In this page fill out the following options: i. Use Relyance for the name. ii. Enter https://root.relyance.ai/api/oauth2 for the redirect URL. iii. Use this logo for the Oauth logo: https://assets-global.website-files.com/60f0e9549971edb98c4e4403/60f6edd59147337ac1320add_logo_relyance.svg
10. Click the Submit button.
11. Find the new Relyance connection and click on it.
12. Copy the Client ID and Client Secret to be used in Relyance AI.

In the Relyance AI application:

1. Login to your Relyance account.
2. Navigate to the Settings Menu in the bottom left-hand side.
3. Select Integrations.
4. Click on the Vendor Integration tab.
5. Find the Servicenow integration card and click it to open its connections.
6. Under Authentication Method, choose Oauth2 / App Token.
7. Paste the Subdomain, Client ID, and Client Secret into their respective fields.

9. Click Authenticate.
10. This will bring you to Servicenow's page (login if you need to) and allow Relyance AI permission to connect to Servicenow.

11. At this point, you should see the following result on the Vendor Integrations page:

12. Congratulations, you are now connected to Servicenow.

If the connection reports Connected but returns nothing

These are the ways this integration comes back empty without reporting an error. Generated from the integration catalog, so it tracks what the connection actually asks for.

1. A feature you enabled returns nothing. Some scopes belong to a feature rather than to the connection: Data subject requests needs csm_ws_integration, sn_hr_core.usa_employee_only, sn_customerservice.customer_data_viewer, sn_customerservice_agent, snc_internal, sn_customerservice.unified_consumer, sn_customerservice.consumer, sn_customerservice.contact_manager, sn_publications.author, sn_customerservice.customer, sn_customerservice.customer_admin, sn_customerservice_manager, customer_account_admin, sn_hr_core.secure_info_writer, sn_customerservice.consumer_agent, admin, user_admin. Turning the feature on after the connection exists does not widen the grant it already holds, so re-authenticate the connection.
2. Authorised, then empty. The connection carries an authorisation, not a password: it stops returning data if the account that granted it loses access, its own permissions narrow, or the grant is revoked at the vendor. None of that reports an error here -- the connection keeps its last status until the next scan.
3. A credential rotated at the vendor is not picked up here. Client Secret is stored when you save the connection, so regenerating the value at the vendor breaks the next scan until it is re-pasted here. Recording the expiry on the connection means Relyance warns you before it lapses.
4. Check the address fields before suspecting the credentials. Subdomain (Eg: dev12345) identifies which tenant, region or host to talk to. A wrong value there fails authentication and looks exactly like a bad secret.

Manage this integration with Terraform

Connections for this integration can be managed as code with the Relyance Terraform provider. Non-secret fields go in auth.params; secret fields go in auth.secrets_wo, which is write-only — never stored in Terraform state. Rotate secrets by bumping auth.secrets_wo_version.

The OAuth (browser authorization) method uses a browser authorization flow, so the connection is created in the Relyance app. Manage it in Terraform afterwards by importing it (terraform import relyance_integration_connection.example servicenow/<connection_id>) or reading it with the relyance_integration_connection data source.