ServiceNow

Introduction

This document serves as a detailed guide for integrating Autom Mate with ServiceNow, empowering users to efficiently perform essential operations within the ServiceNow platform. Additionally, it outlines the process of managing credentials within the Autom Mate Vault for enhanced security.

ServiceNow, a cloud-based service management platform, offers solutions in IT service management, business process automation, and customer service. It includes features such as service request tracking, inventory management, automated workflows, and detailed reporting. Integrating Autom Mate with ServiceNow provides users with unique advantages, automating processes and enhancing user satisfaction.

What is ServiceNow?

An overview of ServiceNow, emphasizing its cloud-based service management platform and benefits in streamlining business processes.

Overview of ServiceNow: ServiceNow is a cloud-based service management platform and software company that offers solutions in IT service management, business process automation, and customer service. It allows organizations to manage their business processes from a centralized location, improving efficiency and productivity.

Key Features:

• IT Service Management

• Business Process Automation

• Customer Service Solutions

Autom Mate Integration with ServiceNow

Description of how Autom Mate seamlessly integrates with ServiceNow, enabling automated processing of service requests and optimizing IT processes.

Overview of Integration: Autom Mate offers unique advantages when integrated with the ServiceNow platform. Users can create service requests in ServiceNow, and Autom Mate automatically processes these requests. The user's request is diagnosed, solution steps are initiated, and progress notifications are automatically communicated. This integration enhances efficiency, user satisfaction, and IT process optimization.

Using the Integration

Credential Management

Steps to define and manage credentials within the Autom Mate Vault for secure authentication in ServiceNow operations.

Usage:

1. Navigate to the Autom Mate Vault section.

2. Click on "Add New Credential" to define a new credential.

3. Fill in the required fields:

   • Credential Name: Unique identifier for the credential.

   • Authentication Type: Method used for authentication (e.g., OAuth, API Key).

   • Username/Client ID: Specific identifier for authentication.

   • Password/Client Secret: Securely store authentication secret.

   • Additional Fields as required.

4. Save the credential in the Autom Mate Vault for secure storage.

Credential Usage

Instructions on how to utilize credentials from the Autom Mate Vault in ServiceNow operations.

Usage:

1. When setting up Autom Mate ServiceNow actions:

   • Select the option to use Vault-managed credentials.

   • Choose the desired credential from the Autom Mate Vault.

2. Authenticate securely using the selected credential.

3. Execute the ServiceNow operation with enhanced security and access control.

How To Use Actions

Create Record with Base Tables

Description: Create a new record within ServiceNow using specified data in base tables.

Purpose: Efficiently add new entries to ServiceNow's base tables.

Usage:

1. Select the "Create Record with Base Tables" action in Autom Mate.

2. Choose to use Vault-managed credentials for authentication.

3. Specify the ServiceNow base table for the new record.

4. Provide the necessary data fields and values for the new record.

5. Save the record to ServiceNow.

Inputs:

• Base Table: Select the base table using the data manager.

• Data Fields: Provide data fields and values for the new record.

Create Record with Custom Tables

Description: Create a new record within ServiceNow using specified data in custom tables.

Purpose: Efficiently add new entries to ServiceNow's custom tables.

Usage:

1. Select the "Create Record with Custom Tables" action in Autom Mate.

2. Choose to use Vault-managed credentials for authentication.

3. Specify the ServiceNow custom table for the new record.

4. Provide the necessary data fields and values for the new record.

5. Save the record to ServiceNow.

Inputs:

• Custom Table: Select the custom table using the data manager.

• Data Fields: Provide data fields and values for the new record.

Delete Record with Base Tables

Description: Remove a record from ServiceNow's base tables based on specified criteria.

Purpose: Automate the deletion of unnecessary records from ServiceNow's base tables.

Usage:

1. Choose the "Delete Record with Base Tables" action in Autom Mate.

2. Authenticate securely using Vault-managed credentials.

3. Specify the ServiceNow base table for the record to be deleted.

4. Provide criteria (e.g., record ID) to identify the record for deletion.

5. Confirm and execute the deletion process.

Inputs:

• Base Table: Select the base table using the data manager.

• Record ID: Specify the unique identifier of the record to be deleted.

Delete Record with Custom Tables

Description: Remove a record from ServiceNow's custom tables based on specified criteria.

Purpose: Automate the deletion of unnecessary records from ServiceNow's custom tables.

Usage:

1. Choose the "Delete Record with Custom Tables" action in Autom Mate.

2. Authenticate securely using Vault-managed credentials.

3. Specify the ServiceNow custom table for the record to be deleted.

4. Provide criteria (e.g., record ID) to identify the record for deletion.

5. Confirm and execute the deletion process.

Inputs:

• Custom Table: Select the custom table using the data manager.

• Record ID: Specify the unique identifier of the record to be deleted.

Get Record with Base Tables

Description: Retrieve a record from ServiceNow's base tables based on specified criteria.

Purpose: Efficiently retrieve specific records from ServiceNow's base tables.

Usage:

1. Select the "Get Record with Base Tables" action in Autom Mate.

2. Authenticate securely using Vault-managed credentials.

3. Specify the ServiceNow base table for the record retrieval.

4. Provide criteria (e.g., record ID) to identify the record to retrieve.

5. Retrieve and review the record details.

Inputs:

• Base Table: Select the base table using the data manager.

• Record ID: Specify the unique identifier of the record to retrieve.

Get Record with Custom Tables

Description: Retrieve a record from ServiceNow's custom tables based on specified criteria.

Purpose: Efficiently retrieve specific records from ServiceNow's custom tables.

Usage:

1. Select the "Get Record with Custom Tables" action in Autom Mate.

2. Authenticate securely using Vault-managed credentials.

3. Specify the ServiceNow custom table for the record retrieval.

4. Provide criteria (e.g., record ID) to identify the record to retrieve.

5. Retrieve and review the record details.

Inputs:

• Custom Table: Select the custom table using the data manager.

• Record ID: Specify the unique identifier of the record to retrieve.

List and Filter Tables

Description: List and filter tables within ServiceNow for efficient data management.

Purpose: View and filter available tables within ServiceNow for streamlined operations.

Usage:

1. Select the "List and Filter Tables" action in Autom Mate.

2. Authenticate securely using Vault-managed credentials.

3. View the list of available tables within ServiceNow.

4. Apply filters for specific table views as needed.

Inputs:

• None

List Records with Base Tables

Description:

List records within ServiceNow's base tables based on specified criteria.

Purpose: Efficiently view and manage records within ServiceNow's base tables.

Usage:

1. Choose the "List Records with Base Tables" action in Autom Mate.

2. Authenticate securely using Vault-managed credentials.

3. Specify the ServiceNow base table for listing records.

4. Apply filters for specific record views as needed.

5. Retrieve and review the list of records.

Inputs:

• Base Table: Select the base table using the data manager.

• Filters: Apply filters for specific record views.

List Records with Custom Tables

Description: List records within ServiceNow's custom tables based on specified criteria.

Purpose: Efficiently view and manage records within ServiceNow's custom tables.

Usage:

1. Choose the "List Records with Custom Tables" action in Autom Mate.

2. Authenticate securely using Vault-managed credentials.

3. Specify the ServiceNow custom table for listing records.

4. Apply filters for specific record views as needed.

5. Retrieve and review the list of records.

Inputs:

• Custom Table: Select the custom table using the data manager.

• Filters: Apply filters for specific record views.

Update Record with Base Tables

Description: Update a record within ServiceNow's base tables with new data.

Purpose: Efficiently modify existing records within ServiceNow's base tables.

Usage:

1. Select the "Update Record with Base Tables" action in Autom Mate.

2. Authenticate securely using Vault-managed credentials.

3. Specify the ServiceNow base table for the record to be updated.

4. Provide the Record ID and updated data fields.

5. Confirm and execute the update process.

Inputs:

• Base Table: Select the base table using the data manager.

• Record ID: Specify the unique identifier of the record to be updated.

• Updated Data Fields: Provide updated data fields and values.

Update Record with Custom Tables

Description: Update a record within ServiceNow's custom tables with new data.

Purpose: Efficiently modify existing records within ServiceNow's custom tables.

Usage:

1. Select the "Update Record with Custom Tables" action in Autom Mate.

2. Authenticate securely using Vault-managed credentials.

3. Specify the ServiceNow custom table for the record to be updated.

4. Provide the Record ID and updated data fields.

5. Confirm and execute the update process.

Inputs:

• Custom Table: Select the custom table using the data manager.

• Record ID: Specify the unique identifier of the record to be updated.

• Updated Data Fields: Provide updated data fields and values.

Additional Tips

Use Cases

FAQ (Frequently Asked Questions)