Integrate 247connect with ServiceNow

ServiceNow is an IT service management (ITSM) platform used to manage incidents and support workflows.

You can integrate 247connect with ServiceNow to launch on-demand sessions directly from ServiceNow incidents and optionally send session data back to ServiceNow to update incident activity.

You can configure one or both parts of the integration:

  • Create an on-demand session button (required)

  • Enable data synchronisation from 247connect to ServiceNow (optional).

Create an on-demand session button in ServiceNow

This configuration adds a button to ServiceNow that launches 247connect and creates an on-demand session.

Create UI action

  1. In ServiceNow, go to All > System UI > UI Actions.

  2. Click New.

    ServiceNow UI Action form for creating an on-demand session, showing fields, selected options and a script that builds a URL and opens it in a new tab.

  3. Configure the following fields:

    • Name: Enter a name for the button, for example, 'Create on-demand session'

    • Table: Task

    • Action name: 247connect_create_on_demand_session

    • Active: true

    • Show insert: false

    • Show update: true

    • Client: true

    • List v2/v3 compatible: false

    • Application: Global

    • Form button: true

    • Onclick: createOnDemandSession();

    • Condition: current.canWrite()

  4. Paste the following into the Script field:

    Copy 
    function createOnDemandSession(){
      var ticketId = g_form.getValue('number');
      var sysId = g_form.getUniqueValue() || new URL(window.location.href).searchParams.get("sys_id");
      var tableName = g_form.getTableName();
      var url = "https://portal.247connect.cloud/on-demand/integration/servicenow/create"
        + "?ticketId=" + ticketId 
        + "&sysId=" + sysId 
        + "&tableName=" + tableName;
      top.window.open(url, "_blank");
    }

  5. Click Submit.

A button appears on incident records. When you click it, the 247connect Web Portal opens in a new tab and automatically creates an on-demand session.

Enable data synchronisation from 247connect to ServiceNow (optional)

This configuration enables 247connect to send session data back to ServiceNow.

Note: Some settings may already exist in your ServiceNow instance.

Step 1 - Enable client credentials flow

  1. In ServiceNow, go to All, enter sys_properties.list in the navigation filter.

  2. Press Enter and click New.

    ServiceNow System Property form for a new record, showing a property name, type set to true/false, value set to true, and options such as Ignore cache enabled.

  3. Complete the following fields:

    • Name: glide.oauth.inbound.client.credential.grant_type.enabled

    • Type: true | false

    • Value: true

    • Ignore cache: true

  4. Click Submit.

Note: If an invalid insert error appears, the property already exists and you can skip this step.

Step 2 - Create an integration user

  1. Go to All > Organization > Users.

  2. Click New.

    ServiceNow User record for “247connect Integration”, showing user ID, name fields, active status, identity type set to Machine, and basic contact and settings fields.

  3. Configure the following fields:

    • User ID: 247connect.integration

    • First name: Enter a first name

    • Last name: Enter a last name

    • Active: true

    • Identity type: Machine

    Note: You must enter both a first and a last name. Otherwise, activity does not appear in incidents.

  4. (Optional) Add a logo that appears next to the activity by clicking Click to add next to Photo.

  5. Assign roles to the user. Select the Roles tab and click Edit.

    ServiceNow role assignment screen showing available roles on the left and selected roles (including itil and problem_admin) for the 247connect Integration user on the right.

  6. Add Itil for incidents and problem_admin for problems. Add any custom roles required for your task types.

  7. Click Save.

    ServiceNow User record for “247connect Integration”, showing user details and a Roles tab listing assigned roles.

  8. Click Set password.

    Set Password dialog showing a generated password with confirmation message and options to generate, close, or save.

  9. Click Generate.

  10. Click Save password, then Close.

  11. Click Update.

Step 3 - Create a REST API auth scope

  1. Go to All > System Web Services > API Auth Scopes > REST API Auth Scope.

  2. Click New.

    ServiceNow REST API Auth Scope form for a new record, showing name, Table API selection, and options to apply the auth scope across methods, versions, and resources.

  3. Configure the following fields:

    • Name: 247connect

    • Active: true

    • REST API: Table API

    • Apply auth scope (all): true

  4. Click the Search icon in the Auth scope field.

  5. Click New.

    ServiceNow Authentication Scope form for a new record, showing name and application fields.

  6. Enter 247connect in the Name field.

  7. Click Submit.

    ServiceNow REST API Auth Scope form showing a configured record with name, Table API, auth scope set, and options applied across methods, versions, and resources.

  8. Click Submit again.

Step 4 - Create an OAuth application

  1. Go to All > System OAuth > Application Registry.

  2. Click New.

    ServiceNow OAuth application page asking what kind of OAuth application to create, with options for inbound integration and outbound providers.

  3. Select [Deprecated UI] Create an OAuth API endpoint for external clients.

    ServiceNow Application Registry form for a new OAuth client, showing client details, grant type, token settings, and integration configuration.

  4. Complete the following fields:

    • Name: 247connect

    • Client type: Integration as a Service

    • Active: true

  5. Click Submit.

Step 5 - Update the OAuth application form

  1. Open the OAuth application created above (step 4).

  2. Click the Hamburger Three vertical lines. icon on the top bar.

  3. Select Configure > Form Design.

    ServiceNow Form Design view for Application Registries, showing field layout configuration with draggable fields and sections.

  4. Add the following fields to the form:

    • Default Grant Type

    • OAuth Application User

  5. Click Save and close the browser tab.

Step 6 - Configure the OAuth application

  1. Open the OAuth application created in step 4.

    ServiceNow Application Registry record for “247connect”, showing OAuth client settings, token configuration, and assigned auth scope.

  2. Configure the following field:

    • Default grant type: Client Credentials

  3. Click the OAuth application user Search icon and select the name of the user you created in step 2.3.

  4. Under Auth scopes, double click to insert a new row, click the Search icon and choose the 247connect scope.

  5. Click the Save Green tick in a circle. icon.

  6. Click Update.

Step 7 - Connect to 247connect

  1. Open the 247connect OAuth application you created in step 4.

  2. Copy the Client ID and Client Secret.

  3. In the 247connect Web Portal, go to Account > Settings and select the ServiceNow integration tab.

    A screenshot of the “Settings for account” page showing the “ServiceNow integration” tab. The page displays fields for ServiceNow client ID, client secret, and instance URL, along with two drop-down options to enable or disable pushing session-created and session-ended entries to ServiceNow. Buttons for Cancel and Save appear at the bottom right.

  4. Enter the ServiceNow instance URL (e.g. https://your-instance.service-now.com), Client ID and Client Secret.

    Note: You can also control which session entries 247connect sends to ServiceNow from here.

  5. Click Save.

247connect can now send session data back to ServiceNow incidents.

Use the on-demand session button

After setup, you can create a 247connect on-demand session directly from a ServiceNow incident.

Start a session

  1. Open an incident in ServiceNow.

  2. Click Create on-demand session (or the name you configured).

    Incident record INC0009009 showing caller, issue with shared folder access, priority and status, and action buttons including create on-demand session.

  3. A new browser tab opens and loads the 247connect Web Portal.

  4. An on-demand session is created automatically.

    247connect On-demand session page showing session details, invite link and code, and option to email the user.

  5. Start the on-demand session with the end user.

  6. When you finish the session, click Back to ServiceNow.

  7. Session details are added to the incident activity (if data synchronisation is enabled).

    ServiceNow Incident activity stream showing work notes, including creation of an on-demand session with session details and previous updates.

See also:

Manage account settings