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ServiceNow Integration Technical Details

Written by Robby Dunigan
Updated over 3 weeks ago

Rippit provides an easy to use, out of the box API integration with ServiceNow. In Rippit, you can one-click integrate with ServiceNow and start syncing in Cases and Interactions.

We support integrating ServiceNow and Rippit by leveraging ServiceNow Rest APIs via OAuth. The following APIs are called to construct Cases and Interactions in Rippit:

  • Case API

    • GET /sn_customerservice/case

    • GET /sn_customerservice/case/{id}

    • GET /sn_customerservice/case/{id}/activities

  • Attachment API

    • GET /now/attachment/{sys_id}/file

  • Table API

    • Specific tables:

      • GET /now/table/cmdb_model

      • GET /now/table/customer_contact/{sys_id}

      • GET /now/table/interaction

      • GET /now/table/interaction/{sys_id}

      • GET /now/table/interaction_related_record

      • GET /now/table/interaction_related_record/{sys_id}

      • GET /now/table/sn_customerservice_escalation

      • GET /now/table/sn_customerservice_escalation/{sys_id}

      • GET /now/table/sys_choice

      • GET /now/table/sys_choice/{sys_id}

      • GET /now/table/sys_email

      • GET /now/table/sys_email/{sys_id}

      • GET /now/table/sys_email_log/

      • GET /now/table/sys_email_log/{sys_id}

      • GET /now/table/sys_event/

      • GET /now/table/sys_event/{sys_id}

      • GET /now/table/sys_user

        • NOTE - Agents / Internal employees must have the "employee_number" field populated in this table to be properly differentiated from customers

      • GET /now/table/sys_user/{sys_id}

      • GET /now/table/sys_user_group

      • GET /now/table/sys_audit

        • NOTE - for this table, you only need to grant Rippit access to specific fields within the case table that you want to show updates for in Rippit. Typically this is the "state" field

    • Arbitrary tables:

      • GET /now/table/{tableName}/{sys_id}

        • The tables accessed depend on the values of sys_class_name returned in the Case API

Additional API calls can be configured depending on the specific setup of a customer's ServiceNow instance.

Once the integration credentials has been entered, specific Case and Interaction fields can be added in Rippit Integration Settings.
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We sync data from these API calls every hour.

For more details on Rippit security procedures, see our Trust Center.

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