The ServiceNow integration imports Customer Service Management cases in the Resolved or Closed state as "Support case" conversations in Four/Four, along with your ServiceNow accounts and contacts. It is read-only. Because you create the OAuth application in your own ServiceNow instance, you control its access and can revoke it at any time.
ServiceNow is not enabled for every workspace. If you do not see a ServiceNow card under Service management, contact your Four/Four team.
What is imported
Item | Behaviour |
Cases | Imported with their customer-visible comments. Internal work notes are not imported. Only Resolved and Closed cases become conversations; cases in other states are synced but not analysed. |
Accounts and contacts | Imported in full. |
Frequency | Checked every 5 minutes. |
First sync | Cases go back 90 days. |
Prerequisites
A ServiceNow administrator who can create an entry in System OAuth > Application Registry.
An instance address ending in .service-now.com, for example mycompany.service-now.com.
Connect ServiceNow
In Four/Four, go to Settings > Connections, find ServiceNow under Service management and click Connect. The Connect ServiceNow window shows the Redirect URL you need. Keep it open.
In ServiceNow, go to System OAuth > Application Registry and create a new OAuth API endpoint for external clients.
Set its Redirect URL to the address shown in the Four/Four window.
Add the OAuth scope useraccount.
Save the entry and copy its Client ID and Client Secret.
In Four/Four, enter the Instance Domain, Client ID and Client Secret. You can paste the instance as a full https:// address and Four/Four uses just the domain.
Click Connect, then sign in to ServiceNow and approve access.
Troubleshooting
Please enter a valid ServiceNow instance domain: the domain must end in .service-now.com.
Authentication failed: ServiceNow no longer accepts Four/Four's access, for example because the OAuth application was changed or the client secret regenerated. Click Disconnect, then Connect and enter the current details.
Setup error: setup did not finish. Click Connect to run it again.
Authentication error banner at the top of Connections: ServiceNow returned an error during sign-in. The most common cause is a Redirect URL that does not exactly match the one shown in Four/Four.
Cases are missing: check the case state. Only Resolved and Closed cases become conversations, and the first sync covers the last 90 days.
Permissions
Connecting ServiceNow requires the Manage connections permission, which is normally held by admins.