Set up the integration for ServiceNow in Genesys Cloud

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.
  Note: Unified Experience supports ServiceNow instances configured with custom domains, for example, support.company.com, in addition to the standard *.service-now.com domain format. This support allows organizations that use custom URLs for branding, security, or compliance purposes to deploy and use the integration successfully. Only one custom domain can be configured per ServiceNow integration. Configurations that require multiple custom domains within a single integration are not currently supported.
• 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:

1. Click Admin.
2. Under Integrations, click Integrations.
3. Click Menu > IT and Integrations > Integrations.
4. Click Add integrations in the upper right corner.
5. Search for the Unified Experience from Genesys and ServiceNow integration and click Install.
6. (Optional) Genesys Cloud provides a default name. If you modify the name, ensure that the name is unique.
7. Click the Configuration tab.
8. Under Properties, fill in the following mandatory property values about ServiceNow:
   • ServiceNow Instance Domain
   • ServiceNow Instance Base URL
   • ServiceNow Openframe Configuration ID
   • Group Filtering
9. 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.
10. On the Credentials tab, click Configure. The Configure Credentials window opens and enter the following details:
    • Unified Experience from Genesys and ServiceNow Private Key – The private key for the ServiceNow integration. Copy and paste the server.key created during the key pair creation. For more information, see Generate self-signed certificate.
    • Confirm Unified Experience from Genesys and ServiceNow Private Key – Enter the private key again.
    • 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 – Enter the client Id saved when creating an OAuth JWT API endpoint for external clients in ServiceNow.
    • Unified Experience from Genesys and ServiceNow Client Secret – Enter the client secret saved when creating an OAuth JWT API endpoint for external clients in ServiceNow..
    • ServiceNow Digital Messaging Token – When configuring Genesys Cloud digital messaging capabilities, provide the message authentication token that was assigned or generated during Provider Channel Identity setup in ServiceNow. Otherwise, leave the field blank. For more information, see Set up digital messaging in Unified Experience.
11. Click OK and then Save.
12. To activate your new integration, set the Status switch to Active.
13. Click Yes.