Feb 07. 2016Pavel Müller

ServiceNow Zapier Integration

Zapier is a tool that allows you to connect apps you use every day to automate tasks and save time. You can connect any of 600+ integrated apps together to make your own automations. For example: Add a new subscriber to MailChimp whenever there is a new lead in Salesforce. However, Zapier does not have a ServiceNow integration, so we build one. If you want to add it to your Zapier account, please send us an email to zapier@guidevision.czguidevision.co.uk.

About Zapier

Zapier lets you easily connect the web apps you use, making it easy to automate tedious tasks. You can wait for third-party app developers to offer the SaaS integrations you need. You can hire expensive freelance programmers to build custom software for you. Or you can simply do it yourself with Zapier, and then get back to the work that matters most to your business. And without any coding!

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The integrations are called Zaps and they are very simple to create even for non-technical users. Zapier contains 600+ integrated web services which makes it easy to create all the Zaps you need.

Examples:

1. When I receive a new email in Gmail, send me an SMS message.
2. When I get a new entry from a Wufoo form, create a new lead in Salesforce.
3. When there is a new incident in ServiceNow, send a message into my Slack channel.

Oops! There is no out-of-the-box ServiceNow app in Zapier. Let’s make one!

ServiceNow Integration

Zapier allows service developers to create their own applications for other users. So, we decided to create an app to support the cloud ServiceNow instances. Currently the first version supports triggers, searches and actions for incidents and for generic ServiceNow records. Comments and attachments are coming soon.
How to use the ServiceNow app? The first step is to add a ServiceNow account. Just configure an instance host and user credentials. The user account must have access to the ServiceNow meta-data (i.e. tables sys_dictionary, sys_db_object and sys_choice).

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Currently the ServiceNow app supports two triggers. The first one is for new incidents and the second one is generic for any new record created in the platform. You can select a table from a list loaded from ServiceNow (not a hardcoded list – custom tables supported too). Both triggers support filtering by encoded queries (copy-paste from ServiceNow bread crumbs).

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This is an example of a trigger executing for all new critical problems.

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Triggers are for the first steps and actions all subsequent steps. There are three searches and two create actions available. You can find users and incidents directly or you can use a generic search for any table.

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If you need to create an incident, then there is an out-of-the-box action or again a generic create action for any record type. The list of fields with proper data types is generated from ServiceNow System Dictionary. If a field is a choice list, then all the choices are loaded from the sys_choice table to be available in a static dropdown. For references the app supports dynamic dropdowns loading the data on demand from ServiceNow.

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The following image is an example of a Zap sending Slack channel messages for all new ServiceNow incidents. You can see that the Slack message template uses Number and Short Description fields loaded by the New Incident trigger.

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Zapier ServiceNow app is currently in an invitation-only beta testing. If you want to add it to your Zapier account and join the testing or simply start using it, then please send us an email to zapier@guidevision.czguidevision.co.uk. We send you an invitation link back. Feel free to contact us with any questions, suggestions or feature requests.