Set up the integration for ServiceNow in Genesys Cloud

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Genesys Cloud integrates with ServiceNow through the Unified Experience integration, requiring specific prerequisites and configuration steps. The integration needs a public-private key pair, OAuth client credentials, and ServiceNow instance details including Instance Domain, Base URL, Openframe Configuration ID, and Integration User ID. Key setup steps involve installing the integration through Admin > Integrations, configuring mandatory ServiceNow properties, setting up status mapping in JSON format, and entering credentials including the private key, integration user ID, and OAuth client details. The integration requires specific ServiceNow information accessed through the platform's URL (https://<instance_domain>.service-now.com) and user administration settings. Configuration includes optional group filtering and status mapping between the two platforms. The integration becomes operational after activating the Status switch and confirming the setup.

PrerequisitesClick to expand

Before creating the integration, obtain the following information from ServiceNow:

ServiceNow Instance Domain – In the URL of the ServiceNow instance, https://<instance_domain>.service-now.com, <instance_domain> is the unique domain name that identifies the instance.
ServiceNow Instance Base URL – The URL of the ServiceNow instance, https://<instance_domain>.service-now.com, used to access your specific ServiceNow instance.
ServiceNow Openframe Configuration ID – Navigate to All > OpenFrame Configuration and select the specific configuration from the list. Right-click and select Copy sys_id. The sys_id is the OpenFrame Configuration ID.
ServiceNow Integration User ID – The user ID integration of the dedicated user account created for managing Genesys Cloud as an external application in ServiceNow. For more information, see Create an integration user in ServiceNow. Navigate to All > User Administration > Users and select the integration user. Right-click and select Copy sys_id.

To create the integration for ServiceNow:

Click Admin.
Under Integrations, click Integrations.
Click Menu > IT and Integrations > Integrations.
Click Add integrations in the upper right corner.
Search for the Unified Experience from Genesys and ServiceNow integration and click Install.
(Optional) Genesys Cloud provides a default name. If you modify the name, ensure that the name is unique.
Click the Configuration tab.
Under Properties, fill in the following mandatory property values about ServiceNow:
- ServiceNow Instance Domain
- ServiceNow Instance Base URL
- ServiceNow Openframe Configuration ID
- Group Filtering
On the Advanced tab, provide the status mapping configuration between Genesys and ServiceNow in JSON format. For more information, see Map statuses between Genesys Cloud and ServiceNow.
On the Credentials tab, click Configure. The Configure Credentials window opens and enter the following details:
- Private key for the ServiceNow integration. Copy the server.key created during the key pair creation. For more information, see Generate self-signed certificate.
- ServiceNow Integration User ID. Use the sys_id of the integration user created in the ServiceNow platform. For more information, see Create an integration user in ServiceNow.
- Unified Experience from Genesys and ServiceNow Client ID
- Unified Experience from Genesys and ServiceNow Client Secret
Click OK and then Save.
To activate your new integration, set the Status switch to Active.
Click Yes.

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Set up the integration for ServiceNow in Genesys Cloud