ServiceNow is a cloud-based platform that provides IT service management (ITSM) and various enterprise service management solutions. It helps organizations streamline their workflows, automate tasks, and improve overall efficiency across different departments like IT, HR, finance, and customer service.

The ServiceNow catalog is a service catalog that provides services and offerings from your organization, such as IT services like ordering software or HR services like employee onboarding.

Prerequisites

Before you create a ServiceNow catalog data source, you need to ensure you have configured ServiceNow credentials in Administration > Credentials.

Adding a ServiceNow catalog data source

To add a new ServiceNow catalog data source,

• Go to Build > Data sources > External integrations.

• Click the Add external integration button;

• Next, click the ServiceNow catalog card and provide the following information:

  • Name the data source;

  • Select existing credentials to ServiceNow;

  • Add a description for the data source;

  • Select the Main language of the articles, either English or French.

  • Table name (sys_class_name): Specify the name of the catalog table to retrieve the items from, for example, sc_cat_item.

  • (Optional) Type an SQL filter to filter the items of the ServiceNow catalog.

  • Specify the ServiceNow portal URL suffix (ONLY relevant for the Links to the articles), which is sp by default. However, it can differ depending on your organization’s ServiceNow configuration;

Finally, click the Add external integration button to add this new integration to your data source repository.

Video tutorial

What’s next?

Now that the data source has been created, you can select it when creating an agent.