Introduction to ServiceNow Integrations

TrueContext enhances your ServiceNow workflow, automation, and analytics capabilities. By integrating with TrueContext, you can improve workflows that include complex field-based service and data collection activities. This extends the reach and increases the value realization of your ServiceNow investment.

TrueContext integrates with ServiceNow at the platform level. This means that TrueContext complements solutions in all of the ServiceNow product offerings. This includes Customer, FSM Employee, Technology, and Creator Workflows, as well as custom solutions built by customers and partners. A ServiceNow integration includes a seamless mobile experience for users of the ServiceNow mobile apps.

This topic describes what a ServiceNow integration is, how it works, and how to set it up.

Available on the Advanced and Enterprise tiers:

Essentials
Advanced
Enterprise

Contents

What is a ServiceNow integration?

A ServiceNow integration is the seamless and secure communication between TrueContext and your ServiceNow instance. With a ServiceNow Table Data SourceClosed Data sources, also known as "Lookups", are external sources of data that you upload or connect to TrueContext. You can reference this data in a form to populate answers or answer options. Data sources save typing, reduce errors, and make it easy to provide mobile users with only the relevant, most current data., you can include data from ServiceNow records in your forms. A ServiceNow Table Data DestinationClosed A Data Destination specifies where to send data from a submitted form. You can use Data Destinations to automate data sharing and storage, routing data to a specific service (such as email or cloud storage) in several different formats. can push data from submitted forms into ServiceNow Tables, including documents that contain details collected in TrueContext.

An integrated experience with the ServiceNow Agent mobile app can be established using deep links (App‑to‑App calls).

How a ServiceNow integration works

  1. ServiceNow Data SourcesClosed Data sources, also known as "Lookups", are external sources of data that you upload or connect to TrueContext. You can reference this data in a form to populate answers or answer options. Data sources save typing, reduce errors, and make it easy to provide mobile users with only the relevant, most current data. retrieve data from your ServiceNow tables. You can use this data to:

    • Prefill answers when you assign a form for a user to work on.

    • Define answer options in Dropdown, Radio Button, and Multiselect questions.

    • Automatically push answers to subsequent questions in the form.

    Tip:You can also automatically prefill answers when you launch the TrueContext Mobile App from an App‑to‑App call from the ServiceNow Agent app.

  2. Field users complete work in the TrueContext Mobile App and submit a form.

  3. ServiceNow Data DestinationsClosed A Data Destination specifies where to send data from a submitted form. You can use Data Destinations to automate data sharing and storage, routing data to a specific service (such as email or cloud storage) in several different formats. send data to tables in the ServiceNow instance. You can set up Data Destinations to:

    • Update record fields using data collected in TrueContext.

    • Create records according to your workflow requirements.

    • Save formatted documents in PDF and other formats in ServiceNow records. These documents include all the information and images collected and calculated in TrueContext.

    • Save images and documents uploaded in TrueContext as attachments in ServiceNow records.

How to integrate TrueContext and ServiceNow

We recommend that you set up your ServiceNow integration points in the following order. You can also follow these steps if you’re setting up TrueContext for the first time.

  1. Set up a ServiceNow Connection. You might need help from your ServiceNow administrator.

  2. Set up one or more ServiceNow Table Data Sources. Retrieve the records you want to reference in your form.

  3. Set up your form. Use the data you retrieved from the Data Sources to define answer options in your form.

  4. Set up one or more ServiceNow Table Data Destinations. Map the data you want to send to ServiceNow records.

  5. Add the Data Destination and documents to your form.

  6. Test your workflow to make sure everything works as expected.

  7. Save and deploy your form to make it available to users.

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