ServiceNow

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Deprecation Notice:

The ServiceNow integration in its current form is deprecated and slated for removal. We are currently working on new ServiceNow integration with more features and capabilities. For more information, please reach out to your support or account team.

ServiceNow is a cloud-based workflow automation platform. It enables users to optimize workflows by automating repetitive tasks across platforms.

Integrating FireHydrant with ServiceNow enables you to create and manage incidents using best practices from FireHydrant while keeping ServiceNow as a source of all your teams’ work.

Prerequisites

• You'll need Owner permissions on FireHydrant and administrative permissions in ServiceNow.

Installing the ServiceNow integration in FireHydrant

1. Create an OAuth Client for FireHydrant in your ServiceNow instance using these instructions.
   1. Keep the Client ID and Client Secret you define handy for the next step
   2. In the Redirect URL box, enter https://app.firehydrant.io/auth/service_now/callback
   3. Configure the other details as needed and Submit
2. Go to the FireHydrant Integrations page (Settings > Integrations list) and search for ServiceNow. Click the '+'.
3. Enter your Client Id, Client Secret, and Instance URL on this page and click Authorize Application.

4. A confirmation page will show, confirming that your ServiceNow setup is complete.

Setting ServiceNow as the default ticketing project

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Note:

This step is required, as FireHydrant does not currently have a dedicated Runbook step for creating a ServiceNow ticket. You will need to configure ServiceNow as your default ticketing project and then use the Create an Incident Ticket step.

1. Go to Settings > Ticketing settings.
2. Under Default project, select the ServiceNow project you just configured.
3. Click Save settings.

Creating a ServiceNow incident from a Runbook step

After you have set ServiceNow as your default ticketing project, you can create a ServiceNow incident from the Create an Incident Ticket step. This allows you to create an incident record in ServiceNow automatically any time you create an incident in FireHydrant.

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Note:

This integration does not allow tracking of action items and tasks in ServiceNow. Resolving an incident in FireHydrant does not close the incident in ServiceNow.

Next Steps

• Browse the rest of our integrations
• Look at the full library of available Runbook steps