Creating an Integrated User
- Joseph Yarborough (Unlicensed)
- Anastasiya Dashuk (Unlicensed)
- Anastasia Troichuk (Unlicensed)
- Anastasiya Selivanava (Deactivated)
When the ServiceChannel Facilities Management app is installed, a new application menu titled ServiceChannel is added to the ServiceNow main menu. The availability of the menu and its sections depends on the user role given to the user.
User Roles
For the ServiceChannel-ServiceNow integration, there are two roles available — user role and admin role.
| User Role | Description | Available Sections |
|---|---|---|
User role [x_serch_scc.user] | ServiceNow users with the application user role. They can create work orders in ServiceNow and view ServiceChannel work orders, but only for locations associated with their connection. |
|
Admin role [x_serch_scc.admin] | ServiceNow users with the application admin role that have full access to all functionality. |
|
Creating an Integrated User
Creating a new user for the ServiceChannel-ServiceNow integration is a process of linking the user’s ServiceChannel account with their ServiceNow account.
A Service Account is used to pull work orders from the ServiceChannel platform to the ServiceNow platform, while a Connection is used to push ServiceNow work orders to the ServiceChannel platform.
This can be done either by a ServiceNow system admin or a ServiceChannel admin. Once the accounts have been linked, the user can create work orders in ServiceNow and, when necessary, complete tasks, which can only be done in ServiceChannel for the same work order.
Before creating a new integrated user, accounts must exist for that user on both platforms.
The initial setup of a user account should be completed by a ServiceChannel admin and then finished by the ServiceChannel user themselves.
A ServiceChannel admin needs to fill out the User field and then submit the record. At this point, the user is assigned the user role and can go to Connection > My Connection to complete the setup by entering their specific ServiceChannel username and password. If they are currently logged in, they may need to log out and log in again for the role changes to take effect. At this point, their location data is pulled into the User Locations table. Once their connection status reads “OK”, they are connected and ready to create work orders.
- Log into ServiceNow with either a ServiceNow system admin or ServiceChannel admin credentials.
- On the left navigation pane, type create in the filter selector.
- Click Create New.
- On the Connection page, click the magnifying glass icon next to User.
- In the pop-up modal, select the ServiceNow user for whom you want to create the link.
- If you have not provided the client secret in the System Properties section, enter the client secret now. The client secret can be found in Service Automation > Admin > Permissions > API Integration. Even if you have provided the client secret in the System Properties section, the field still shows as blank on the screen.
- Click Submit.
The new user that you have just created is prompted to enter their ServiceChannel credentials the next time they sign in to ServiceNow and view their connection. They need to enter their details and click Connect. The system connects to ServiceChannel and downloads the locations that the user has access to. This completes the connection and allows the user to create work orders in ServiceNow.
When a user does not have any locations related to their connection, they cannot view any work orders, although they can create them. To remedy this, navigate to the user's connection record as an administrator, and click Synch Locations under Related Links.
At this time, it is possible to create multiple connection records for the same ServiceNow user and/or ServiceChannel user. We recommend ensuring each ServiceNow user has only one Connection record and a unique username.
It is possible to share the same ServiceChannel user account between many ServiceNow Connection records. However, this may cause issues with the ambiguity of who has created a work order.