ServiceNow Data Actions

Overview

Purpose

This document describes how ServiceNow Data Actions are configured to work in Genesys Cloud.

Prerequisites

• Access to Genesys Cloud Data Actions
• Admin access to ServiceNow
• Ability to create or modify entries in ServiceNow → Application Registry

Configuration Steps: ServiceNow

Create the OAuth Application

1. Go to Application Registry
2. Click ‘New’
3. Select ‘Create an OAuth API endpoint for external clients’
4. Configure:
   • Name: Genesys Cloud - Data Actions - ORG
   • Redirect URL: https://maximusca{instance}.service-now.com/oauth_redirect.do
   • Client Type: Integration as a Service
   • OAuth Application User: A system user with Internal Integration User enabled
   • Auth Scopes: useraccount
5. Submit
6. Once submitted, Client Secret should autopopulate

Configuration Steps: Genesys Cloud

Create Web Services Data Actions

1. In Genesys Cloud, go to IT and Integrations > Integrations > Add integration > Install Web Services Data Actions
2. Configure Details:
   • Name: Web Services Data Actions - ServiceNow instance
3. Configure Configuration > Credentials
   • Credential Type: User Defined (OAuth)
   • Add Credential Fields:
     • loginUrl: Redirect URL from the Application Registry created in ServiceNow
     • clientId: Client ID from the Application Registry created in ServiceNow
     • clientSecret: Client Secret from the Application Registry created in ServiceNow
4. Confirm

Validation

1. Go to IT and Integrations > Data Actions. Click the Web Services Data Actions - ServiceNow {instance} (Auth) action
2. Go to Setup > Test > click Run Test
3. If the output is a success, then the integration was properly configured

Troubleshooting Notes / Observations

Issue: “User Not Authenticated”

Causes:

• Incorrect Request URL Template in data action
• OAuth Integrated User doesn’t have proper permissions
• OAuth scope not defined