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ServiceNow connects Chamelio to your service desk, so a legal request can start from a ServiceNow case. Chamelio fills the request from the case, so requesters don’t retype what’s already in ServiceNow.

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Before you start

Your ServiceNow admin creates an OAuth client in your ServiceNow instance for Chamelio and gives you three values:
  • Instance URL: the address of your ServiceNow instance, starting with https://, for example https://acme.service-now.com.
  • Client ID of the OAuth client.
  • Client Secret of the OAuth client.

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Connect ServiceNow

1

Open Org Integrations

In Chamelio, go to Settings > Org Integrations.
2

Enter the connection details

On the ServiceNow card, click Connect. In Connect ServiceNow, enter the Instance URL, Client ID, and Client Secret.
3

Connect

Click Connect. The ServiceNow card shows ServiceNow as connected.
Connect with a shared company account, not a person’s own account, so the connection keeps working when people leave. See Use a shared IT account.

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Start a flow from a ServiceNow case

1

Choose ServiceNow as the source

Open the flow in the flow builder. In the Intake step, select ServiceNow under Start from….
2

Choose the object type

Under ServiceNow object type, choose Case. Case is the only ServiceNow object a flow can start from.
3

Map intake fields

Open an intake field and use the ServiceNow field picker to choose the case field that fills it. To use a field from a linked record, open the record under Related and pick a field there.
4

Run a test

Click Run test and enter the sys_id of a ServiceNow case. Chamelio shows the value each mapped field would get from that case, so you can check the mapping before you publish.
Changing the object type after you’ve mapped fields clears the ServiceNow field mappings.
Requests that start from ServiceNow keep a link back to the case they came from.

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Common questions

No. Table fields can’t be filled from ServiceNow. Map each value to its own intake field instead.
Yes. Flows that start from ServiceNow can also be started manually in Chamelio.