ServiceNow

ServiceNow is a cloud-based SaaS (Software-as-a-Service) platform that automates organizational processes and delivers a consistent, consumer-like experience. It is a comprehensive development environment in which you can build, test and implement applications that provide automated workflows for challenges such as case management, operations management and services management.

The detailed user guide can be found at https://docs.servicenow.com/en-US/bundle/sandiego-platform-user-interface/page/administer/navigation-and-ui/concept/c_SystemUserGuide.html

Prerequisites

To successfully integrate ServiceNow with ReleaseOwl, ensure you have the following:

  • ServiceNow: A functional ServiceNow instance with the necessary permissions to access and configure Application Registry and OAuth settings.

  • ReleaseOwl Dashboard: Access to the ReleaseOwl platform with appropriate administrative rights to manage credentials and integrations.

Registering ServiceNow

Step 1: Access Credential Manager

  1. In Administration, go to Credential Manager.

  2. On the displayed page, click Register Credential.

Step 2: Fill in Credential Details

To set up your credentials in ReleaseOwl, complete the following fields:

  1. Credential Name: Enter a descriptive name for the credential, which will help you identify it later in ReleaseOwl.

  2. Credential Type: Select ServiceNow from the list of available credential types.

  3. Scope – Select the scope of the credential:

    • Global – Visible to all users.

    • Private – Visible only to the user who created it.

  4. Authentication Type: Choose one of the following authentication methods:

    • OAuth2: Use this option for token-based authentication.

    • Basic Authentication: Use this option for username and password-based access.

  5. Instance URL: Enter your ServiceNow hosting URL (e.g., https://<instance-name>.service-now.com).

Step 3: OAuth2 Authentication (For Client ID and Client Secret):

  1. Log in to the ServiceNow website.

  2. Go to ALL and search for Application Registry.

  3. Click on Application Registry.

  1. Click the New button.

  1. Select Create an OAuth API endpoint for external clients.

  1. ServiceNow will generate a Client ID and Client Secret automatically.

  1. Copy these credentials and paste them into the appropriate fields in the Register Credential form in ReleaseOwl under OAuth2 Authentication.

  2. Click the Save button.

  1. Click on Generate Token. A popup screen will appear prompting you to enter a username and password.

  2. Enter your ServiceNow username and password.

  3. Click the Generate button.

  1. The generated token will be available in the Manage Tokens section under ALL in the ServiceNow website.

Step4: Configure Basic Authentication (For Basic Authentication)

To perform Basic Authentication, follow the steps below:

  1. In Administration, go to Credential Manager.

  2. On the displayed page, click Register Credential.

  1. Fill in the credential details as shown in the table below:

Field

Description

Credential Name

Enter a name of your choice.

Credential Type

Select ServiceNow

Scope

Select the scope of the credential:- Global – Visible to all users.- Private – Visible only to the user who created it.

Authentication Type

Choose Basic.

Username

Enter ServiceNow username.

Password

Enter ServiceNow password.

Instance URL

Enter your ServiceNow hosting URL (e.g., https://<instance-name>.service-now.com).

Integrating User Stories from ServiceNow to ReleaseOwl

1. Open Project Settings

  • Navigate to the top-right corner of the ReleaseOwl environment and click on Project Settings.

2. Go to ALM Integrations

  1. In Project Settings, go to the ALM Integrations section and click on the +Add button.

  2. Fill in the necessary fields:

  • Name: Enter a name of your choice.

  • External System: Select ServiceNow for integration.

  • Credential: The registered credential will be auto-populated.

3. Access Filters Option

  • Under the Host URL, you will find options for Assignment Group or Filters.

4. Webhook URL & Save

  • The Webhook URL is generated automatically. Click on the Save button to confirm the integration settings.

Assignment Group Option

  • If you choose the Assignment Group option, you will see a section where you can select an Assignment Group from the available External Projects in ServiceNow.

  • These groups correspond to different teams or categories in ServiceNow, such as:

  • Incident Management

  • Application Development

  • Problem Analyzers, etc.

Syncing User Stories

Select the project. Any changes made in ServiceNow will be reflected in the User Stories when you click on Sync User Stories

Filters Option

  • If you choose the Filters option, you will access the Filters Section.

Add New Filters

  • Click on the +ADD button.

  • A pop-up window will appear, displaying three filter types:

  • Task

  • Incident

  • Change Request

Select and Add a Filter

  • Choose the appropriate filter type based on your requirements.

  • Click Add to apply the selected filter.

Sync User Stories with Applied Filters

  • Once the filters are added, click on Sync User Stories to fetch the relevant user stories from ServiceNow based on the selected filters.

  • Any updates made in ServiceNow will now reflect in the synced User Stories within ReleaseOwl.

Configure Webhook URL in ServiceNow

Follow the steps below to configure a webhook in ServiceNow:

  1. Log in to your ServiceNow account.

  2. In the left navigation pane, select All.

  3. Type Business Rules in the filter box and open it.

  1. Click the New button on the right-hand side.

  1. Enter a Name for your record.

  2. In the Table field, select the table you want to trigger the webhook from (for example, Incident, Change Request , Task etc.).

  3. Check the Active and Advanced options.

  4. In the When to run section:

  • From the When drop-down, select After.

  • Select Insert and Update so the webhook triggers on both record creation and updates.

  1. In the Advanced section, paste the following script:

(function executeRule(current, previous /*null when async*/) {
    var request = new sn_ws.RESTMessageV2();
    request.setEndpoint("<copy the Webhook URL from the PMS integration tab in ReleaseOwl Project settings>");
    request.setHttpMethod('POST');
    //request.setBasicAuth(user,password);
    request.setRequestHeader("Accept", "application/json");
    request.setRequestHeader("Content-Type", "application/json");
    
    request.setRequestBody(
        JSON.stringify({
            "sys_id": current.sys_id.toString(),
            "product": current.product.toString()
        })
    );
    
    var response = request.execute();
    gs.log(response.getBody());
})(current, previous);

Note

  • Replace the placeholder <copy the Webhook URL…> in the script with the actual Webhook URL generated in ReleaseOwl under: Project Settings → PMS Integration tab.

  • The webhook URL in ReleaseOwl follows this pattern:

    https://na3.releaseowl.com/ratesaptms/webhook/tenant/{tenant}/project/{projectId}/{tableName}/sync?secretKey={secretKey}

  • {tableName} must match the table selected in the Business Rule Record (e.g., incident, task, change_request,). This means the table name is not only used to determine which records trigger the webhook—it also appears explicitly in the webhook URL path.

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