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This article describes the steps for admins to connect a ServiceNow account to Staircase AI.

This article describes the steps for admins to connect a ServiceNow account to Staircase AI. 

Overview

Connect your ServiceNow account to Staircase AI for visibility into client support tickets and related insights. To set up this integration, create an OAuth client in ServiceNow, then use its credentials to connect ServiceNow to Staircase AI.

Prerequisites

To complete this setup, you must have:

  • Staircase AI Admin permissions.
  • ServiceNow Admin privileges to create an OAuth application registry.

Limitations

  • Staircase AI currently ingests data only from the Case object in ServiceNow.
  • Incident and custom objects are not supported at this time.

Set Up ServiceNow Integration

To integrate ServiceNow with Staircase AI:

  1. Create an OAuth Client in ServiceNow
  2. Connect ServiceNow in Staircase AI

Create an OAuth Client in ServiceNow

To create an OAuth client in ServiceNow:

  1. Log in to ServiceNow.
  2. From the All menu, navigate to System OAuth > Application Registry. 
  3. In the upper-right corner of the page, click New.
  4. Select Create an OAuth API endpoint for external clients. The form opens.
  5. Enter the following information: 
    1. Name: Staircase AI or a name of your choice
    2. Redirect URL: https://app.staircase.ai/company-set...s/integrations

      Servicenow form with options to fill for integrations.
       
  6. Click Submit.  The application is saved and the Application Registries page appears.
  7. Click the application you just created.
  8. Copy the Client ID and Client Secret and save them in a secure location, for example a password manager.

The following table lists the ServiceNow configuration properties that Staircase AI uses to ingest and associate support ticket data during the integration:

Table Property Usage
config.casesTableName Cases/tickets (config-driven)
sys_journal_field Comments/journal entries
sys_user User email lookups
customer_contact Customer contact email lookups

Connect ServiceNow in Staircase AI

To connect ServiceNow in Staircase AI:

  1. Log in to Staircase.ai.
  2. Navigate to Settings > Integrations and select the ServiceNow card. The right pane displays details about the ServiceNow integration.
  3. Enter the following information:
    1. Subdomain: The value before .service-now.com in your ServiceNow URL
    2. Client ID: The ID copied in Step 8 in Create an OAuth client in ServiceNow section. 
    3. Client secret: The ID copied in Step 8 in Create an OAuth client in ServiceNow section. 

      ServiceNow Integrations page in Staircase AI
       
  4. Click Connect. You are redirected to ServiceNow to authenticate.
  5. On the ServiceNow authorization page, allow the application. Once connected, Staircase AI establishes a secure link to your ServiceNow instance.

After the connection is established:

  • ServiceNow tickets appear in the Open items tab in Account overview.

    ServiceNow tickets appear in the Open items tab.
     
  • Tickets appear in orange in the Engagement graph on the Account page.

    Engagement graph on the Account page.

Remove ServiceNow Integration

To remove ServiceNow integration:

  1. Log in to Staircase.ai.
  2. Navigate to Settings > Integrations and select the ServiceNow card. The right pane displays details about the ServiceNow integration.
  3. Click Disconnect. This stops all data exchange between ServiceNow and Staircase AI.