Blue Prism Connectors for ServiceNow

User Guide

Document Revision 1.0

 Blue Prism Connectors for ServiceNow - User Guide
Trademarks and copyright

Trademarks and copyright

The descriptions and screenshots contained in this document are licensed under the Creative Commons Attribution-ShareAlike
(CC-BY-SA) 3.0 license https://creativecommons.org/licenses/by-sa/3.0/.
© Blue Prism Limited, 2001 – 2023

®“Blue Prism”, the “Blue Prism” logo and Prism device are either trademarks or registered trademarks of Blue Prism Limited
and its affiliates. All Rights Reserved
All trademarks are hereby acknowledged and are used to the benefit of their respective owners. Blue Prism is not responsible
for the content of external websites referenced by this document.
Blue Prism Limited, 2 Cinnamon Park, Crab Lane, Warrington, WA2 0XP, United Kingdom Registered in England: Reg. No.
4260035. Tel: +44 870 879 3000. Web: www.blueprism.com

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 Blue Prism Connectors for ServiceNow - User Guide
Contents

Contents
Trademarks and copyright ....................................................................................................................................... 2
Introduction ................................................................................................................................................................ 4
Advantages of Using ServiceNow REST API .................................................................................................... 4
Supported ServiceNow Features........................................................................................................................ 4
Reference Materials .............................................................................................................................................. 5
Prerequisites .............................................................................................................................................................. 6
ServiceNow Prerequisites.................................................................................................................................... 6
Blue Prism Prerequisites ...................................................................................................................................... 6
Configuration ............................................................................................................................................................. 7
Asset Configuration .............................................................................................................................................. 7
Using the Asset ......................................................................................................................................................... 9
1. Preparation ................................................................................................................................................. 9
2. Authentication Settings ........................................................................................................................... 10
3. Actions....................................................................................................................................................... 11
4. Common Settings for Each Action ........................................................................................................ 11
5. Additional Information for Configuring Parameters ............................................................................ 12
Support ..................................................................................................................................................................... 15
Frequently Asked Questions ................................................................................................................................. 16
Changelog ................................................................................................................................................................ 17

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 Blue Prism Connectors for ServiceNow - User Guide
Introduction

Introduction
This document provides guidance on the assets required to integrate Blue Prism and ServiceNow,
specifically discussing prerequisites, asset configuration, usage, and the various actions included in
these assets.

The asset is developed using Blue Prism's Web API functionalities and enables access to particular
features of ServiceNow.

Requests

Response

Advantages of Using ServiceNow REST API

Utilizing ServiceNow's REST API allows for the automation of ServiceNow operations without relying on a
graphical user interface (GUI). The following benefits can be achieved when using this asset to create
processes or objects:

 Increased Processing Speed: Execute tasks efficiently, reducing overall process time.

 Improved Maintainability: Less prone to changes in the GUI, making process maintenance
easier.

 Enhanced Reliability & Stability: Direct access to application internal functionalities results in
robust processes with fewer errors.

Supported ServiceNow Features

Blue Prism Connectors for ServiceNow currently support the following functionalities in ServiceNow:
 Change Management:
Create, retrieve, update, and delete change requests using the Change Management API.
 Customer Service Management (CSM):
Create, retrieve, and update accounts, cases, customers, and contacts using Account API, Case API,
Consumer API, and Contact API.
 Incident Management:
Create, retrieve, update, and delete incident records via the Table API.
 Service Catalog:
Manage various settings and actions in the Service Catalog using the Service Catalog API.

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 Blue Prism Connectors for ServiceNow - User Guide
Introduction

Reference Materials
For more details on ServiceNow REST API, please refer to the following official documents:
General REST API Reference
https://docs.servicenow.com/bundle/tokyo-api-reference/page/build/applications/concept/api-rest.html

Change Management
 Change Management API
https://docs.servicenow.com/bundle/tokyo-api-reference/page/integrate/inbound-rest/concept/change-management-
api.html

Customer Service Management

 Account API
https://docs.servicenow.com/bundle/tokyo-api-reference/page/integrate/inbound-rest/concept/account-api.html

 Case API
https://docs.servicenow.com/bundle/tokyo-api-reference/page/integrate/inbound-rest/concept/case-api.html
 Consumer API
https://docs.servicenow.com/bundle/tokyo-api-reference/page/integrate/inbound-rest/concept/consumer-api.html
 Contact API
https://docs.servicenow.com/bundle/tokyo-api-reference/page/integrate/inbound-rest/concept/contact-api.html

Incident Management
 Table API
https://docs.servicenow.com/bundle/tokyo-api-reference/page/integrate/inbound-rest/concept/c_TableAPI.html

Service Catalog
 Service Catalog API
https://docs.servicenow.com/bundle/tokyo-api-reference/page/integrate/inbound-rest/concept/c_ServiceCatalogAPI.html

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 Blue Prism Connectors for ServiceNow - User Guide
Configuration

Prerequisites
ServiceNow Prerequisites
 Must have access to a ServiceNow environment.
 A user account with appropriate roles and permissions is required to perform various operations using the
REST API. Different API endpoints may require different role prerequisites, so it is advisable to consult the
"REST API Reference."

Using ServiceNow's Personal Developer Instance (PDI)

ServiceNow offers a free PDI environment for learning and testing purposes.
You can use this environment to experiment with integrating Blue Prism and ServiceNow.
For more details, please refer to the official documentation at the following link:

https://docs.servicenow.com/bundle/utah-application-development/page/build/custom-application/task/get-dev-instance.html

Blue Prism Prerequisites

 Must be using Blue Prism v6.6 or later.

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 Blue Prism Connectors for ServiceNow - User Guide
Configuration

Configuration
Asset Configuration
The asset is structured as follows:

1. Blue Prism Connectors for ServiceNow - User Guide vX.X.pdf

2. Blue Prism Connectors for ServiceNow - vX.X.bprelease
3. Blue Prism Connectors for ServiceNow - Component List vX.X.pdf
4. Process Example - Blue Prism Connectors for ServiceNow vX.X.bpprocess

1. Blue Prism Connectors for ServiceNow - User Guide vX.X.pdf

This is the document you are currently reading.

2. Blue Prism Connectors for ServiceNow - vX.X.bprelease

Import this release file into Blue Prism.

By importing, you'll add the following connectors (Web APIs) and credentials:

 Web API: ServiceNow Change Management API

 WEB API: ServiceNow Customer Service Management API

 WEB API: ServiceNow Incident Management API

 WEB API: ServiceNow Service Catalog API

These Web APIs connect Blue Prism to the corresponding ServiceNow functionalities.
Once imported, these will be added under "System" > "Web API Services" in the Blue Prism interface.

 Credentials: ServiceNow Credential

These are the authentication details required to securely access ServiceNow's API.
By utilizing the credentials feature, you can securely store all the required information for accessing
ServiceNow’s API.
Once imported, these will be added under "System" > "Security" > "Credentials" in the Blue Prism
interface.

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 Blue Prism Connectors for ServiceNow - User Guide
Configuration

3. Blue Prism Connectors for ServiceNow - Component List vX.X.pdf

This PDF file contains a comprehensive list of actions, parameters, and Web API settings included in
each of the Blue Prism Connectors for ServiceNow.

4. Process Example - Blue Prism Connectors for ServiceNow vX.X.bpprocess

This asset includes a sample process named "Process Example - Blue Prism Connectors for
ServiceNow," which demonstrates how to integrate ServiceNow and Blue Prism.

It outlines the specific task automation steps and API call methods. If you're new to integrating
ServiceNow and Blue Prism or wish to test the functionalities of the ServiceNow connector, consider
importing this sample process for reference.

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 Blue Prism Connectors for ServiceNow - User Guide
Using the Asset

Using the Asset

1. Preparation
Before integrating Blue Prism with ServiceNow, prepare the following authentication details for the
ServiceNow environment you aim to automate:

① Instance URL

② Username

③ Password

Obtaining Credentials from ServiceNow Developer Site

If you are unsure of your credentials, please follow these steps to find them:

Note: To use this method to obtain credentials, a ServiceNow instance must already have been created. Once the instance is
created, the "Your instance actions > Manage instance password" menu will become available.

1. Log in to ServiceNow's Developer site with the account you will use for automation and click on the icon next
to your initials in the upper-right corner.

2. When the Instance Management screen appears, click on the "Manage instance password" menu.

① Instance URL
② Username
③ Password

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 Blue Prism Connectors for ServiceNow - User Guide
Using the Asset

2. Authentication Settings
■Types of Authentication

There are two methods of authentication provided on the Blue Prism Digital Exchange (abbreviated as
"DX") for integrating Blue Prism and ServiceNow. Choose the best method based on your environment
and skill level.

 Basic Authentication

Enter the necessary access information into "Credentials: ServiceNow Credential," which is
included when installing this asset. This user guide will cover how to set up Basic Authentication.

 OAuth 2.0 Authentication

A more secure connection method than Basic Authentication is OAuth 2.0 Authentication. To use
this authentication method, you will need to separately install the asset for OAuth 2.0
authentication. For detailed setup instructions and samples, search for "ServiceNow OAuth 2.0"
on the DX site.

■Setting up Basic Authentication

From the Blue Prism menu, go to "System" > "Security" > "Credentials" and select "ServiceNow
Credential." Enter the previously prepared ②Username and ③Password, then save your settings.

② Username

③ Password

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 Blue Prism Connectors for ServiceNow - User Guide
Using the Asset

3. Actions
 List of Actions

For detailed information on each available action, refer to the "Blue Prism Connectors for
ServiceNow - Component List vX.X.pdf" document.

 Choosing an Action

When creating a process or object, select an action from the side menu. In the action property
settings, make the following selections:
*Business Object: Web API Services > ServiceNow [Target ServiceNow Functionality] API
*Action: Choose the action you want to use

4. Common Settings for Each Action

Each action requires "ServiceNow Instance" as a common input item. Enter the "xxxxx.service-now.com"
part from the ① Instance URL you prepared.

① Enter the segment 'xxxxx.service-now.com' from the Instance URL you've prepared.

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 Blue Prism Connectors for ServiceNow - User Guide
Using the Asset

5. Additional Information for Configuring Parameters

When utilizing actions, it's crucial to understand how to acquire each parameter. Refer to the additional
information below. We also recommend using ServiceNow's official REST API reference and REST API
Explorer for in-depth information and testing.

Note: The acquisition methods may vary depending on your ServiceNow environment.

Acquiring [sys_id]
Each record in ServiceNow has a unique identifier called sys_id. Here's how to obtain a specific record's
sys_id:

1. Select the target record.

2. Right-click and choose "Copy sys_id".

3. The sys_id parameter value will be copied to your clipboard.

Acquiring [sysparam_query]

sysparam_query is a query parameter used to filter records based on specific conditions. To create a
suitable query in ServiceNow, follow these steps :

1. Use ServiceNow's filter functionality to create your

desired query.

2. Right-click on the created query.

3. From the menu, select "Copy query."

4. Use the copied query as the sysparam_query parameter.

Acquiring Field Names and Values for Request Body

It's important to correctly configure the field names and possible values in the request body (e.g., [body])
when integrating with the API. You can use the following methods to acquire the necessary information:
 Using Generated Values from Query Parameters:
Make a request to the API endpoint with query parameters and use the result. Useful for filtering data based on
specific conditions.

 Inferring from GET Request Response:

Perform a GET request and extract data or available field names from the response. Useful for understanding
the data structure.

 Directly from Table Configuration Data:

Access the table's configuration or field information from the admin panel. This is useful for a deep
understanding of a specific system's data model.

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 Blue Prism Connectors for ServiceNow - User Guide
Using the Asset

Below, we elaborate on how to acquire information from table configuration data.

Example: Acquiring the Value Corresponding to "High Urgency" in the Incident Table
1. Accessing ServiceNow:
Navigate to any record form, click on the menu in the top left or right-click on the header, and choose
"Configure" > "Tables."
2. Field Selection:
In the table configuration view, click on the column label of the field you want to investigate.

3. Field Name Verification:

A detailed view of the field will appear, where you can note down the column name to use as the field name.
4. Acquiring Options:
Click on the "Choices" tab and note down the value you want to acquire.

5. Setting Request Parameters

Use the researched information as the request parameters.

Example: Setting [body] parameter value (in JSON format): {"urgency":"1"}

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 Blue Prism Connectors for ServiceNow - User Guide
Using the Asset

Using REST API Explorer

REST API Explorer is a tool that assists in program development when using ServiceNow's REST APIs. It
offers the following benefits:

 Perform direct actions such as setting up REST APIs in your ServiceNow environment, invoking
them, and carrying out CRUD operations.

 Lists available API endpoints and possible fields for the selected tables, making data acquisition
more straightforward.

 Generates code samples that include your configured parameters.

Reference Document
https://docs.servicenow.com/bundle/tokyo-application-development/page/integrate/inbound-rest/concept/use-REST-API-Explorer.html

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 Blue Prism Connectors for ServiceNow - User Guide
Support

Support
This asset is provided free-of-charge by Blue Prism. Blue Prism does not provide formal support of this
asset. Please direct any questions you have, related to this asset, to the Digital Exchange Community
page:

https://community.blueprism.com/communities/community-home-prod?CommunityKey=1e516cfe-4d1f-
4de9-a9eb-58d15bf38c81

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 Blue Prism Connectors for ServiceNow - User Guide
Frequently Asked Questions

Frequently Asked Questions

N/A

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 Blue Prism Connectors for ServiceNow - User Guide
Changelog

Changelog
Version 1.0 - Initial creation

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