UiPath ServiceNow Integration

Use this solution if you want to showcase Druid-UiPath ServiceNow integration.

Step 1: Download the UiPath Processes

The archive contains the following files:

  • add-servicenow-ticket.zip - used to showcase the creation of new tickets in ServiceNow.
  • close-servicenow-ticket.zip - used to showcase the closing of a ticket in ServiceNow.
  • get-servicenow-tickets.zip
  • servicenow-instance-awakening.zip - used to awaken the ServiceNow instance from UiPath.
  • update-servicenow-ticket.zip - used to showcase the updating process of a ticket in ServiceNow.

Unzip all files, you will need them during the processes setup.

Step 2: Set up the Processes

Prerequisites

  • You need to have a ServiceNow instance. If you don't have one, go to https://developer.servicenow.com, get a free subscription and create your first instance ServiceNow instance.

Step 1: Create Orchestrator folder

Go to the UiPath Orchestrator and create a new modern folder where you will add the ServiceNow Ticket UiPath Processes.

Step 2: Define the UiPath Assets for ServiceNow

Under the folder created at Step 1, click the Assets tab.

Add the following UiPath assets:

  • ServiceNow Awakening Credentials
    • Type: Credential
    • Username& Password: your ServiceNow login credentials.

  • ServiceNow Client
    • Type: Credential
    • Username: your ServiceNow Client Id
    • Password: your ServiceNow Client Secret

  • ServiceNow Endpoint

    • Type: Text
    • Text: The endpoint URL of your ServiceNow instance. You usually receive the endpoint URL after you create your ServiceNow instance.

  • ServiceNow User&Pass
    • Type: Credential
    • Username& Password: your ServiceNow instance credentials.
      • Note:  You must have admin rights with your ServiceNow instance credentials.

Step 3: Publish the ServiceNow Ticket UiPath Processes

Note:  The UiPath setup for the UiPath processes mentioned in step 3.1 is done on the Druid-Uipath integration via Webhooks.
3.1 For each of the following ServiceNow Ticket UiPath Processes: add-servicenow-ticket, close-servicenow-ticket, servicenow-instance-awakening and update-servicenow-ticket, follow these steps:
  1. Go to the Config.json file and open it.
  2. Set up the name of the folder where you will add the process.

  3. Go to the Main.xaml, open it.
  4. To publish the process in your orchestrator, click Publish.
3.2 Publish the get-servicenow-tickets process
Note:  The UiPath setup for the get-service-now-tickets process is done on the Druid-Uipath integration via Orchestrator queues.

To publish this process, follow these steps:

  1. Open UiPath Studio.
  2. Click Open a Local Project. Browse for the > get-servicenow-tickets folder (from prerequisites) and choose the project.json file.
  3. Right click on the process name and click Open Project Folder.
  4. Open the Framework folder, then the Config folder. There are two json files.
  5. Open DruidConfig.json. Complete all the fields as shown in the screenshot and save.

  6. Fill in the correct service account username or email address and the password for a service account, which has enough permissions to create a flow.
  7. Open UiPathConfig.json. Complete the folder name and the queue name you previously created.

  8. Switch to UiPath Studio. Click Publish.

Step 4: Set up Druid

  1. In Druid, go to Apps, search for ServiceNow UiPath and configure the connection string to your orchestrator following the procedure described in Creating the UiPath Connection Strings.
  2. Go to Integrations and configure each UiPath integration following the integration procedure as listed below:

    3. UiPath Process Integration Procedure
    add-servicenow-ticket Starting UiPath Unattended Processes
    close-servicenow-ticket Starting UiPath Unattended Processes
    get-servicenow-tickets Running Unattended Process using Orchestrator Queues
    servicenow-instance-awakening Starting UiPath Unattended Processes
    update-servicenow-ticket Starting UiPath Unattended Processes

  3. Go to the ServiceNow Flows, search for the my-open-tickets-response flow and copy the flow ID.
  4. Search for the my-open-tickets-trigger flow and open it. It contains only one step.
  5. Click the edit icon.
  6. In the Set Variables section, modify the variable [Case]].FlowId with the flowId taken from the my-open-tickets-response flow.
  7. Save the step.
  8. Open the chatbot and run the flow that awakes the ServiceNow instance, by typing in the chat "setup-servicenow".