Service Now

ServiceNow Integration for Zoho CRM

ServiceNow is a software platform that supports IT service management and automates common business processes. This software as a service (SaaS) platform contains a number of modular applications that can vary by instance and user. The ServiceNow integration for Zoho CRM allows you to sync records from Zoho CRM's Cases module with the Incidents module in ServiceNow. This extension also provides single sign-on for ServiceNow using Zoho CRM credentials. In this case, Zoho CRM is the Identity Provider (IdP) and ServiceNow is the Service Provider (SP). When you install this extension, you will get a workflow custom function and a workflow rule in Cases module to help integrate records from Cases module with service now and a Connected App to enable SSO. For the single sign-on feature to work effectively, all users in your Zoho CRM account must also be in your ServiceNow account.

Install ServiceNow Integration

You can either go to the Zoho Marketplace and install the ServiceNow integration or log in to your Zoho CRM account and install.

  1. Click Setting > Setup > Marketplace > All.
    All the installed extensions are listed. Under All Extensions you can view all the extensions supported in CRM.
  2. Click AllExtensions, browse through for ServiceNow and click it.
    The details about the extension will be available.
  3. Click InstallNow.
  4. In the following screen, agree to the terms of service and click Install Now.
  5. The extension will be installed in your Zoho CRM account.

Configure ServiceNow Integration

After installation, you'll have to configure the extension. This configuration step consists of two parts:

Single sign-on details

  1. In Zoho CRM, clickSetting > Setup > Marketplace > Marketplace > Installed.
  2. Search for ServiceNow and click Configure.
  3. Select the Enable SAML Single Sign On checkbox in the ServiceNow Integration details page.
  4. The Identity Provider information will be auto generated. Make a note of these details, as you'll have to provide these information in ServiceNow.
  5. Obtain the Service Provider information from ServiceNow account by following the steps given below and fill them in the space provided.
  6. Click Save.

Get Service Provider details

The static values in the Service Provider Details section will be auto populated in the Extension Details, but you'll have to provide the dynamic user specific values required. For example, the entity ID of service now is : https:// <your instance >.service-now.com. Here, < your instance > is a user specific value, that has to be obtained from your developer instance.

Obtain your Instance Name and Sys ID from ServiceNow and enter those details in the Service Provider Details section.

Your instance name can be obtained from your instance's URL. Your Instance URL will look like this: https:// < your instance name >.service-now.com.
For example, if your instance URL is https://dev22360.service-now.com/, then your instance name is dev22360. Place this value in wherever you come across < your instance > in Extension settings.

To obtain the Sys ID

  1. Log in to your ServiceNow developer instance.
  2. Search for Multi-Provider SSO in the left pane, then select Identity Providers and click New.
    The Multi-provider SSO option will be available only if the Integration - Multiple Provider Single Sign-On plugin is installed. Install the plugin by following these steps.
  3. Click SAML2 Update1 on the Identity Provider page.
  4. Provide a Name for the identity provider and fill in the IdP details (Login URL, Logout URL, and IdP certificate) obtained from Zoho CRM.
    Make sure that you replace < yourinstance > in the SP details fields with your instance's name.
  5. Click Submit.
  6. Right click corresponding to your identity provider from the Identity Providers homepage, and click Copy sys_id.
  7. Paste this value in the Start URL field on ServiceNow Extension Details page.

To install Multi-Provider SSO plugin

  1. Search for System Definition in the left pane, then select Plugins.
  2. Search for Integration - Multiple Provider Single Sign-On Installer.
    You can manually scroll through the list of plugins or use the Show/Hide Filter icon and search using a keyword, like Multi
  3. Select the plugin and click Activate/ Upgrade link.
  4. Click the Activate button.
    This adds the plugin, labelled as Multi-Provider SSO, as an option on your sidebar.
  5. After activating this plugin search for Multi-Provider SSO in the left pane, then select Administration.
  6. Click Properties.
  7. In the Multi Provider SSO Properties page, select the Enable multiple provider SSO checkbox and click Save.

Data integration details

You can integrate the records from the Cases module of Zoho CRM with the Incidents module in ServiceNow. To do this, you'll have to provide the 'Client ID', 'Client Secret' and ServiceNow instance ID and password.

To obtain the client id and client secret from ServiceNow

  1. Log in to your ServiceNow developer instance.
  2. Search for System OAuth in the left pane of your instance hompage, then select Application Registry and click New.
  3. Click Create an OAuth API endpoint for external clients on the OAuth Application page.
  4. Provide a Name for the application and click Submit.
  5. A Client ID and Client Secret will be generated.
    Copy these details and paste them under Extension Settings section of the Extension Details page. Username and Password indicates the user name and password of your instance and not that of your developer account. (ServiceNow has seperate username and passwords for developer accounts and instances.)

Sign in to ServiceNow using Zoho CRM credentials

Once you've set up the SAML details for ServiceNow in Zoho CRM, you can log in to your ServiceNow instance from Zoho CRM.

To log in to ServiceNow from Zoho CRM

  1. In Zoho CRM, clickSetting > Setup > Marketplace > Marketplace > Installed.
  2. Search for ServiceNow and click Configure.
  3. Copy the Start URL and open it in a new window. You will be redirected to the Zoho Single Sign On page.
  4. Provide your Zoho CRM credentials and click Sign In.
    You will be redirected to your ServiceNow instance.

Integrate Zoho CRM data with ServiceNow

All records created in the Cases module after configuring the data integration settings will be automatically synced to your ServiceNow account. Older records cannot be integrated.

The data integration will be mapped based on the Description field in Zoho CRM to Short Description field in Incidents. Make sure that you provide a description for the cases.

Uninstall ServiceNow

You can uninstall the ServiceNow extension anytime. Uninstalling this extension will delete all data associated with ServiceNow.

To uninstall ServiceNow

  1. Click Setting > Setup > Marketplace > All.
    All the installed extensions are listed. Under All Extensions you can view all the extensions supported in CRM.
  2. Browse for ServiceNow and click the corresponding Uninstall link.
  3. Click OKto confirm.
    The extension will be uninstalled.

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