ServiceNow

servicenow integration connecting custify to your servicenow instance allows you to unify customer data, automate workflows, and ensure your customer success team has full visibility into account activities this integration is especially useful for centralizing customer data sync servicenow account details with custify to provide your cs team a single source of truth improving support to success handoffs link servicenow tickets and activities to customer health metrics inside custify automating workflows trigger actions in custify based on servicenow updates (e g , escalations, open incidents) enhancing reporting combine servicenow operational data with custify success metrics for better insights prerequisites before you begin, ensure you have servicenow administrator access; api key and hmac authentication plugin activated; an appropriate user account for api access (preferably a dedicated service account) step 1 verify plugin activation navigate to all > admin center > application manager search for api key and hmac authentication (com glide tokenbased auth) ensure the plugin is activated if it is not activated, click activate and wait for completion step 2 create inbound authentication profile navigate to all > system web services > api access policies > inbound authentication profile click new click create api key authentication profiles fill in the form name enter a descriptive name (e g , custify integration auth ); auth parameter select auth header record for x sn apikey click submit important make sure to select the header option for x sn apikey, not the query parameter option step 3 create the rest api key navigate to all > system web services > api access policies > rest api key click new fill in the form name enter a descriptive name (e g , custify integration key ); user select a service account user (recommended) or another appropriate user account use the form menu and choose save after saving, click the lock icon next to the token field copy the generated token this is your api key for custify best practice always use a dedicated service account rather than a personal user account if an employee leaves and their account is deactivated, your integration will stop working step 4 create api access policy navigate to all > system web services > api access policies > rest api access policies click new fill in the form name enter a descriptive name (e g , custify table api access ) rest api select table api in the authentication profiles section, add your newly created authentication profile configure access restrictions as needed leave checkboxes checked for full access, or uncheck boxes to restrict by http method, specific tables, or api version click submit custify configuration once you have your servicenow api key, configure the integration in custify required settings domain your servicenow instance domain (e g , yourcompany service now\ com) api key the token you copied from servicenow company matching source field the field from servicenow customer accounts to match against destination field the field in custify companies to match with once complete, custify will begin syncing data from your servicenow instance, giving your team a unified view of customer accounts and related activities