How to configure ServiceNow for integration with ONEiO

Overview

This article explains the steps to set up a bi-directional integration between ServiceNow and ONEiO. The process involves two main tasks:

• 1. Configuring Message Flow from ServiceNow to ONEiO
• 2. Configuring Message Flow from ONEiO to ServiceNow

If you have any questions about setting up the integration, feel free to email support@oneio.cloud.

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1. Configuring Message Flow from ServiceNow to ONEiO

ServiceNow communicates with ONEiO via a REST message as part of the ServiceNow REST API. This REST message is pre-configured in the Update Set provided by ONEiO.

1.1 Retrieve the Update Set

For your convenience, ONEiO provides a pre-configured Update Set that includes everything needed for ServiceNow to communicate with ONEiO. While not mandatory, it simplifies the configuration process. You can download it from the ServiceNow Developer site using the button below.

The update set contains:

• The REST message,
• a Business Rule for the incident table, and
• 2 Business Rules for sending out attachments.

Download Update Set

1.2 Import the Update Set to ServiceNow

Begin the import process by uploading the Update Set at:

System Update Sets   Retrieved Update Sets   Import Update Set from XML

Upload the update set retrieved previously.

1.3 Commit the Update Set in ServiceNow

Open ONEiO Integration Components

Following Business Rules are included in the Update Set:

• ONEiO Incident Integration Post: Used to send incident data from the Incident table.
• ONEiO Attachment After Correlation ID: Handles attachment transfer when an incident is initially created.
• ONEiO Send Attachment: Used to send attachments as part of an update to an existing incident.

Select Preview Update Set, close the dialog, then select Commit Update Set and close the dialog:

1.4 Configure the REST Message in ServiceNow

To enable communication from ServiceNow to ONEiO, a REST message is used with ONEiO-specific settings for the target URL, HTTP method, and content type. Authentication must be configured individually for each endpoint.

You can find the REST message settings under:

System Web Services   Outbound   REST Message   ONEiO

The Endpoint field in the REST message contains the ONEiO receiver URL. The available endpoints are:

By default, the QA URL is pre-configured. Update it to the production URL if required:

1.5 Create an Endpoint for ServiceNow in ONEiO

1.6 Configure ONEiO Authentication in ServiceNow

1.6 Basic Authentication

The ONEiO Username and Password required for configuration are available in your ServiceNow endpoint settings in ONEiO. The Username is always visible, but you’ll need to switch to Edit mode to access the Generate new password button. Copy the password to the clipboard and close the dialog.

Return to your ServiceNow instance and configure the Basic Auth Profile within the REST Message.
To do this, click the info icon next to the Basic Auth profile field, then select Open Record. Insert the ONEiO Username and the Password and click Update in the dialog.

1.7 OAuth 2.0 Authentication (skip if you are using Basic Authentication)

You can also authenticate using OAuth 2.0 as an alternative to Basic Authentication. For detailed instructions on how to set up OAuth 2.0, please refer to this article.

1.8 Verify the Integration and Send a test message in ServiceNow to ONEiO

With authentication now configured, it’s time to verify that the connection is working as expected.
To support this, the Update Set includes a REST message specifically for testing purposes. This test message uses a hardcoded payload and is not dynamically populated with actual ticket data.

To run the test, open "Test Authentication to ONEiO" and click the Test link on the left side of the screen.

This sends a test payload to ONEiO and, if successful, returns an HTTP 202 status along with a Response ID:

This message will also be visible in the ONEiO Message View:

1.9 If needed: Handling Encrypted Attachments

• Create a dedicated role with access to the encryption module and assign it to the integration user, or
• Grant encryption module access to an existing role, such as ITIL.

1.11 If Needed: Adjust Business Rules

Business Rule: ONEiO Incident Integration Post

Navigate to:

System Definition   Business Rules   ONEiO Incident Integration Post

Select the Advanced tab:

Here, you can edit the condition that determines when messages are sent to ONEiO. By default, messages are not sent if they were updated by the ONEiO integration user "oneio", to prevent “echoes” back to ONEiO when messages are received from it.

Additionally, you can specify fields to exclude from the payload sent to ONEiO. To do this, add a comma-separated list of field names to the exclusion array within the post call in the script. For example:

new ONEiOLibrary().post(current, 'ONEiO', 'post', ['assigned_to', 'sys_created_by']);

Once you’ve made your changes, click Update to save them.

Business Rules for Attachment Handling:

“ONEiO Attachment after Correlation ID” and “ONEiO Send Attachment” handle attachments during Create and Update operations, with default conditions provided for convenience.

1.12 If Needed: Duplicate Business Rules for Additional Processes

The steps above apply to the default Incident integration. To integrate additional processes in ServiceNow, simply clone or extend the existing Business Rules as needed.

To do this navigate to:

System Definition   Business Rules   ONEiO Incident Integration Post

Then:

1. Right-click the top gray menu bar.
2. Select Insert and Stay to create a clone of the current rule.

Return to the Business Rules list view. You can now see two ONEiO Incident integration Post rules:

Edit the newly created Business Rule and update the Name and Table fields to align with your specific process.

In the example below, we are configuring it for the Problem process:

This approach also allows you to send tickets from ServiceNow’s Problem table to ONEiO.

If your Problem process includes sending attachments, also clone the ONEiO Attachment After Correlation ID Business Rule and change the Table from Incident to the one relevant to your process (e.g. Problem).

There’s no need to clone the ONEiO send attachment Business Rule, as it operates on the sys_attachment table and applies globally.

2. Configuring Message Flow from ONEiO to ServiceNow

ONEiO accesses ServiceNow through its REST API.

2.1 Create an Integration user in ServiceNow

An integration user is used to allow for creating and updating records via ServiceNow’s Table API.
Make sure the credentials match those configured in the ServiceNow adapter settings in ONEiO.

In ServiceNow, navigate to:

Organization   Users   New

Define the details for the integration user:

• User ID: “oneio”. This username is pre-configured in the Business Rules. You may use a different name, but be sure to update all relevant references in the Business Rules.
• Access: Enable "web service access only".
• Save the user: Right-click on the gray header area (User - New record) and select "Save".

2.2 Provide Permissions for the Integration User

At the bottom of the User record, select the Roles tab and click on Edit: 

Search for the Collection itil, add it to the Roles List and click Save:

2.3 Configure ServiceNow Authentication in ONEiO

2.3.1 Basic Authentication

Under ONEiO -> ServiceNow on the right, select "Basic" as method and enter the integration user's credentials into the ServiceNow User and Password fields. Then save your endpoint.

2.3.2 OAuth 2.0 Authentication (skip if you are using Basic Authentication)

Configure the ServiceNow integration user, password, Client ID, and Client Secret.

How to get Client ID and Client Secret in ServiceNow

In ServiceNow, select:

Select option Create an OAuth API endpoint for external clients

Here you can create your OAuth 2.0 credentials

The Client ID is generated automatically. For the Client Secret, you can either enter your own value or leave it blank - if left blank, it will be generated automatically when the OAuth 2.0 record is saved.

Next, return to ONEiO, enter the Client ID and Client Secret into the corresponding fields, and save your endpoint.

2.4 Attachment handling

ONEiO sends attachments to ServiceNow using ServiceNow's Attachment API. To enable this, the outbound message must include the attribute sys_id, containing the sys_id of the target record in ServiceNow.

2.5 Verification of the Integration

To verify an integration from ONEiO to ServiceNow, a second endpoint must be configured.

For example, to set up a bi-directional integration between ServiceNow and Jira using ONEiO, you’ll also need to integrate Jira and create a corresponding endpoint in ONEiO. In addition, you’ll define Routing Rules to correctly map fields between ServiceNow and Jira.

For details on integrating Jira with ONEiO, refer to this article. A video tutorial is also available that walks through the complete ServiceNow–Jira integration.

We have many more tutorials available on our support site.