Nextiva NEXT - ServiceNow Setup Guide

Overview

Use this guide to install and connect ServiceNow from the NEXT Marketplace.

The integration uses REST-based authentication with a ServiceNow integration user. During installation, you will enter your instance details and credentials to enable syncing of incidents, requests, and related records from NEXT to ServiceNow.

Before You Begin

Ensure the following:

• You have a ServiceNow admin or delegated integration user.

• The user has access to required tables (for example, incidents, tasks, users).

• You can create or manage users in:

  • System Security → Users and Groups

• You have NEXT Marketplace install permissions.

• You have secure storage for the ServiceNow credentials.

Important:
Use a dedicated integration user instead of a personal account to avoid disruptions when credentials change.

Required Connection Details

You will need the following values:

• Authentication type

• Subdomain

• Username

• Password

• (Optional) Custom OAuth profile

Prepare Servicenow

Create or Verify an Integration User

1. Navigate to: System Security → Users

2. Create or locate a dedicated integration user.

3. Assign required roles, such as:

   • rest_service

   • itil

   • Any custom roles required for your tables

Note:
Ensure the user has read/write access to all tables used by the integration.

Confirm Instance Subdomain

Your ServiceNow URL looks like:

https://acme.service-now.com

Your subdomain is:

acme

For sandbox instances, this may look like:

dev12345

Optional: Oauth Profile

If your organization requires OAuth:

1. Navigate to: System OAuth → Application Registry

2. Create or locate an OAuth profile.

3. Note the profile name for later use.

Note:
Most users do not need this. Leave it blank unless instructed by your IT team.

Install Servicenow in NEXT

Step 1: Open the App in Marketplace

1. Navigate to Marketplace.

2. Select ServiceNow.

3. Select Install.

4. Accept the Terms and Privacy Policy.

5. Select Next.

Enter Connection Details

On the Connection Details screen, enter:

Authentication Type

Select:

• Username/Password

Note:
This is the standard authentication method. OAuth is only required if configured by your organization.

Subdomain

Enter only the instance prefix.

Example:

acme

Do not include:

• https://

• .service-now.com

Username

Enter the ServiceNow integration username.

Password

Enter the password for the integration user.

Warning:
Store this password securely. You will need it again if credentials are rotated.

Custom Oauth Profile (Optional)

• Leave this field blank unless instructed otherwise.

• If required, select the profile configured in ServiceNow.

Connect

1. Select Connect.

2. Select Next.

NEXT validates the credentials and establishes the connection.

Installation Complete

If successful, you will see:

Installation Complete

Select:

• Done to exit, or

• Manage apps to review the integration.

Verify the Connection

After installation:

1. Navigate to Manage Apps → ServiceNow.

2. Confirm the status shows Active.

3. Create a test incident or task in NEXT.

4. Confirm it appears in ServiceNow.

Troubleshooting

Connection Failed

• Verify the subdomain is entered correctly.

• Confirm the username and password are correct.

• Ensure the integration user has required roles.

Permission Errors

• Confirm the user has access to required tables.

• Add missing roles (for example, rest_service).

Connection Lost

1. Navigate to Manage Apps → ServiceNow.

2. Select Revalidate.

3. Re-enter the username and password.

Oauth Profile Issues

• Ensure the correct profile is selected.

• Confirm it is configured in Application Registry.