Connect accessFlow with your ServiceNow instance and sync issues into tickets.

Before you begin

• You must have Admin permissions in ServiceNow for the relevant instance.
• When setting up the connection to ServiceNow, the URL must start with https://
• This is a one-time setup to connect to the tool.

Step 1: Create an OAuth application in ServiceNow

To connect accessFlow, you first need to configure an OAuth application in ServiceNow.

1. In ServiceNow, go to System OAuth > Application Registry. 
2. Select New.
3. Create a new OAuth application. 
   Recommended name accessFlow ServiceNow integration.

Step 2: Configure the OAuth application

Configure the OAuth application with the following recommended settings:

• Name: accessFlow
• Application: Global 
• Accessible from: All application scopes
• Active: Turned on
• Redirect URL: https://oauth2.prismatic.io/callback 
• Client ID: Generated by ServiceNow 
• Client Secret: Generated by ServiceNow
• Token Format: Opaque
• Scope Restriction: Useraccount scoped
• Auth Scope: useraccount
• Refresh Token Lifespan: Based on your security policy
• Access Token Lifespan: Based on your security policy

Step 3: Save your credentials

Copy and store these values securely:

• Client ID
• Client Secret
• ServiceNow instance URL (https://{instance}.service-now.com)

Important: Do not share your Client Secret in email, screenshots, tickets, or public channels.

Step 4: Confirm the OAuth URLs

Use these URLs when setting up the integration.

• Authorization URL: https://{instance}.service-now.com/oauth_auth.do
• Token URL: https://{instance}.service-now.com/oauth_token.do

Step 5: Connect ServiceNow to accessFlow

1. In accessFlow, go to Integrations and select the ServiceNow card. 
2. Select Connect to ServiceNow.
3. Enter a name for the integration and select Next. 
4. Enter the ServiceNow authentication details. 
   • Authorize URL: ServiceNow OAuth 2.0 authorization URL https://{instance}.service-now.com/oauth_auth.do
   • Token URL: ServiceNow OAuth 2.0 token URL https://{instance}.service-now.com/oauth_token.do
   • Client ID: Generated in ServiceNow
   • Client Secret: Generated in ServiceNow
5. Select Connect.
6. Select Next. 
7. Login to your ServiceNow account.
8. In the Authorization window select Allow.
9. Once you see the Authorization completed successfully window, close the tab.
10. Select a ServiceNow table where accessFlow issues will be created and select Next. For example accessFlow Issue (u_accessflow_issue)
11. Map the issue status in accessFlow with a corresponding status in ServiceNow. Each time the status of an issue in ServiceNow is changed, the corresponding status in accessFlow is updated.
    Note: Workflow transitions between statuses must be configured in ServiceNow. There can't be any validations that prevent transitions between statuses.
12. Select Finish.
    Your ServiceNow instance is now synced to accessFlow.

Update or disconnect the integration

You may want to change the ServiceNow instance for exporting issues or the type of issue to create in ServiceNow.

To update the integration settings

1. Go to Integrations and select the ServiceNow card.
    
2. Select Configure Integration.
3. Select Reconfigure to change the ServiceNow instance and/or the type of issue to export.
4. To disconnect ServiceNow from accessFlow select Deactivate Integration. 
5. To confirm deactivation, type Delete and then select Deactivate Integration.

Export an issue to ServiceNow

Export an issue from accessFlow directly into a ServiceNow ticket.

To export an issue

1. In accessFlow, go to Explore and select an issue.

2. In the remediation panel, select Export.

   The issue will be created as a ServiceNow ticket based on your configuration.

See Sync with an integrated app