Connect Paligo to ServiceNow

To connect Paligo to ServiceNow, you need to have set up a user account with the appropriate roles in ServiceNow. For details, see the prerequisites in ServiceNow Integration.

When you have a suitable ServiceNow user account, you can set up Paligo to connect to ServiceNow.

Note

Paligo can log in to ServiceNow using OAuth 2.0. If you want to use this more secure form of logging in, you must first set up OAuth 2.0 in ServiceNow. You can find out how to do that in ServiceNow's documentation.

  1. Log in to your ServiceNow. This is only required if your ServiceNow has not been used for some time and has entered "hibernation". By logging in, you end the hibernation period. Paligo cannot connect to ServiceNow if it is in hibernation.

  2. Log in to Paligo via a user account that has administrator permissions.

  3. Select your profile name in the upper right corner to display a menu, and then select Settings.

  4. In the Settings view, select the Integrations tab.

  5. Find the ServiceNow settings and select Add.

    Note

    Add is only available the first time you set up an integration. After that, Add is replaced by Change.

    Paligo displays the ServiceNow integration settings:

    ServiceNow integration dialog with settings for URL, authentication type, username, password, default knowledgebase and publishing status.
  6. Enter the URL for your ServiceNow subdomain. If you are copying and pasting the URL into the field, note that the https:// prefix and .service-now.com suffix are already included, so you will need to remove those from your entry.

  7. Select the Authentication type. You can choose from:

    • Basic

      This is a simple login where Paligo logs in to ServiceNowby providing the Username and Password for a ServiceNow user account. This is less secure than OAuth 2.0 as it requires the user credentials to be provided each time.

      If you choose Basic, continue from step 8.

    • OAuth 2.0

      OAuth 2.0 can improve system security by reducing the amount of times user credentials have to be provided. To use OAuth 2.0, you will need to set it up in ServiceNow first, and then enter a Client ID, Client secret, and an Access Token in Paligo.

      If you choose OAuth 2.0, ignore step 8 and continue from step 9.

  8. If you chose the Basic authentication, enter the Username and Password for a ServiceNow user account. Paligo will use these credentials to log in to ServiceNow when publishing.

    ServiceNow integration settings show authentication type is set to Basic. There is a field for username and a field for password.

    Ignore step 9 and continue from step 10.

  9. If you chose the OAuth 2.0 authentication, enter the Client ID and Client secret. These are generated in ServiceNow when you set up OAuth 2.0. You also need an Access Token, which you can generate in Paligo.

    ServiceNow integration settings show Authentication Type is set to OAuth 2.0. There is are fields for Client ID, Client secret, and Access token.

    To generate an Access Token in Paligo, select the New button at the right of the Access Token field. If you do not currently have an Access Token or the existing token has expired, Paligo prompts you to enter the Basic ServiceNow login credentials (Username and Password ). These must be for a ServiceNow user account that has the required roles.

    Get access token dialog for ServiceNow integration. There are fields for Username, Password, and a Remember Me checkbox. There is also a Get token button.

    By default, the access token expires after 30 minutes. But if you check the Remember me box, Paligo will be able to automatically renew the token during a 100 day period. These times can be changed in ServiceNow's OAuth 2.0 settings.

    Select Get token to generate the access token.

  10. Set the Default Knowledge Base. This is the ServiceNow knowledgebase that Paligo will publish to, by default. You can choose from any of the ServiceNow knowledgebases that Paligo has detected, and you can update the list by selecting the button at the right of the field.

  11. Set the status for articles that Paligo publishes to ServiceNow. Choose from:

    • Published - The Paligo content is used as "live" published articles in ServiceNow.

    • Draft - The Paligo content is stored as draft articles. These are not publicly available in ServiceNow. They will only be shown to your readers when you change them to the Published status (in ServiceNow).

  12. Select Save.

To test your Paligo to ServiceNow connection, access the ServiceNow integration settings again and select the Test Settings button. Paligo runs the test and displays a success or failure message. If the connection fails, check that the information you have provided is correct and also that your ServiceNow is not in hibernation. If you still have problems, contact Paligo support for assistance.

When the Paligo to ServiceNow connection is successful, you can publish content from Paligo to ServiceNow.