ServiceNow Ticketing Setup

This guide walks through connecting ServiceNow to AptEdge using OAuth.

Prerequisites

• CSM plugin installed and configured in ServiceNow
• IT admin permissions required before setup

1. Accessing OAuth Settings

Before configuring the application, you need to navigate to the correct module within your ServiceNow instance:

• Log in to your ServiceNow instance as an Admin.

• In the Filter Navigator (the search bar on the left-hand side), type Application Registry.

• Under the System OAuth menu, select Application Registries.

2. OAuth App Setup

Once you are in the Application Registries list:

• Click the New button at the top of the list.

• You will be asked "What kind of OAuth application?":

  • Select "Create an OAuth API endpoint for external clients".

  • Note: Some versions may still list this as "[Deprecated UI]", which is the correct choice for external API integrations like AptEdge.

3. Configure the Application

Fill out the form with the following details:

• Name: AptEdge Integration (or a name of your choice).

• Refresh Token Lifespan: 31,536,000 (This equals 1 year in seconds)

• Access Token Lifespan: 3,600

• Active: Ensure this box is checked.

• Token Format: Opaque

• Redirect URL: 

  https://[tenant-name].aptedge.io/api/integrations/servicenow-tickets/callback

  

Add Auth Scopes

You must explicitly define the permissions AptEdge has. You need to create and add these 3 scopes:

1. offline_access

2. useraccount

3. sn_table_api

How to add them:

1. Scroll down to the OAuth Entity Scopes related list.

2. Double-click "Insert a new row..." or click the Search (magnifying glass) icon.

3. If a scope doesn't exist, click New in the selection window:

   • Name: (e.g., offline_access)

   • OAuth Entity Scope: (e.g., offline_access)

4. Repeat for all three scopes and ensure they are added to the application record.

Get Credentials

1. Click Submit or Update to save the registry.

2. Re-open the AptEdge Integration record you just created.

3. Locate the following fields to use in the AptEdge web app:

   • Client ID

   • Client Secret (Click the "lock" icon or "Click to reveal" to see the plain text).

   • 🔐 Store these securely — they will be used in the next step.

Pro Tip: If you don't see the "Client Secret" immediately after saving, make sure you are looking at the record in the Default View. Sometimes custom views hide the secret for security.

Connect ServiceNow in AptEdge

1. Navigate to your AptEdge instance:
   https://<your_instance_name>.aptedge.io

2. Click the ⚙️ Gear icon → Settings → Integrations

3. Under Support Tickets → ServiceNow, click Connect

4. Enter the following:

   • Instance Name (your ServiceNow subdomain)

   • OAuth Client ID (the identifier you set in the previous step)

   • OAuth Client Secret

5. Click Authorize

Authorize the Connection

After clicking Authorize, you will be redirected to ServiceNow to complete authorization.

• After authorization, you will be redirected back to AptEdge

• The ServiceNow integration should display as connected (green check mark)