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Endpoint Type Configuration Guide - ServiceNow

Endpoint details

In this document, you will find detailed info about ServiceNow Endpoint Type. This Endpoint Type is a Self-Service type, so users can add them without the need to reach out to ONEiO Support.  

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Status Sets the status of the endpoint. Active / Suspended
ServiceNow root URL Base address of your ServiceNow. You can test the http connection by clicking Test Connection button. Note that this function does not test the authentication, only if ONEiO can reach the endpoint.
Name Name of the endpoint. It is recommended to use short names since this name is used in displays throughout ONEiO.
Timezone The timezone used in ServiceNow. Since ServiceNow does not include the timezone information in the datetime values, it is essential that ONEiO knows the timezone used. That way there is no need for any additional configuration when mapping datetime fields from or to ServiceNow
Datetime pattern Date time pattern ONEiO uses to read datetime fields and how ONEiO sends out datetime fields. Shown only for reference.


  [YourServiceNow] -> ONEiO
Receiver address

The address to insert to ServiceNow's REST Message. The targets are different when operating in QA or Production and whether your subscription is on EU (the default) or US instance of ONEiO:



Username Username (and password) to be used in ServiceNow's REST Message. You can reset/retrieve a password in edit mode.



  ONEiO ->[YourServiceNow]
Authentication ONEiO supports two authentication methods: Basic and OAuth 2.0.

is a simple authentication scheme built into the HTTP protocol where the client sends HTTP requests with the Authorization header that contains username and password.

ONEiO requires ServiceNow user and Password.

OAuth 2.0

is an authorization protocol and it uses Access Tokens to access a set of resources. 

ONEiO requires ServiceNow user, password, Client ID and Client Secret to access with OAuth 2.0 since the other fields are automatically fetched in the request.

ServiceNow user

The integration user that is used in all calls to ServiceNow's API. These include updates and lookups. The update set has a hardcoded user "oneio", if another integration user is used, please update the update set accordingly.


The integration's user password

Client ID

The client_id is a public identifier for apps. It is an auto-generated unique ID of the application. The instance uses the client ID when requesting an access token. 

Client Secret

The client_secret is a secret known only to the application and the authorization server. It is essential the application’s own password. 

Unrecoverable HTTP error codes

List of numeric HTTP response codes that are to be handled as non-recoverable when sending messages to ServiceNow's API. If ONEiO receives an error code that is not on the list, it will retry the message automatically. If ONEiO receives an error code that IS on this list, the message will result in an error.

Attachment upload URI

This is an endpoint level property (i.e., it's used by all the entities) where by default ONEiO would use the following URI to upload an attachment to:



${system:uri} as defined per the endpoint ServiceNow root URL

${message:entityType} as resolved per ONEiO entity involved in the outbound message

${sys_id} as mapped per ONEiO routing rule target attribute

${fileName} as per ONEiO internal variable storing the name of the file that is being integrated

You may want to override this property if the table_name and/or the table_sys_id parameters of the actual entity you are attaching a file to don't correspond to the entity type definition as per ONEiO. You can define the values of the table_name and/or table_sys_id parameters as variables calculated (mapped) by the target attributes from an ONEiO routing rule




Entity types

ServiceNow endpoint comes with four default entity types; Incident and Service Request, Change Request and Problem. The defaults match the Update Set provided in the ServiceNow setup guide. Entity type on ONEiO is equivalent to ServiceNow's Table. There is no need to use these ones, but you can use them as examples in case you wish to use some other Entity Types. You can add new Entity Types freely.


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