Creating workflows for ServiceNow users

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You'll get visibility of your ServiceNow users by creating configurable workflows to automate tasks such as:

• • Workflows for deleting users'
  • Workflows for getting a user's information
  • Workflows for getting a SaaS user’s role and last login time

Contents

1. Before you start
2. Creating workflows
3. Create user workflows
   1. ServiceNow Get User Details
   2. ServiceNow Delete User
   3. ServiceNow Update User
   4. ServiceNow Create User
   5. ServiceNow User Role

Before you start

Before you create workflows, you need to have added your ServiceNow credentials to Oomnitza. Follow the steps in Adding your ServiceNow credentials to Oomnitza and add your Basic Authentication credentials to Oomnitza.

We recommend that you also create the extended integration for ServiceNow users. You can use the information retrieved in these integrations to trigger workflows that can delete and get user information.

Creating workflows

Create user workflows

To create a user workflow, you must complete these steps:  

1. Click Configuration > Workflows 
2. Click Add (+) and select People from the list.
3. Drag and drop the API block onto the Sandbox.
4. Click Edit on the API block and enter ServiceNow in the search field. 
5. Select a preset:
   • ServiceNow Get User Details
   • ServiceNow Delete User
   • ServiceNow Update User
   • ServiceNow Create User
   • To choose a preset, click the forward arrow (>).
6. Select the credentials that you created in Adding your ServiceNow credentials to Oomnitza.
7. Your Subdomain should be derived from the variable created in Setting your ServiceNow Subdomain as a global variable or entered manually. 
8. Configure the API Block following the preset instructions below, and save your changes.
9. Edit the Begin Block and add rules to trigger the workflow. For example, if you set the Actions to Schedule and add a rule so that the Email Equals <EmployeeEmail> you can trigger a workflow to fetch a user matching a certain name on a specific date. Refer to Using the Begin block. 
10. Connect the Blocks. 
11. Save, validate, and activate your workflow.

Using the Get User Details preset

The Get User Details preset enables you to get a ServiceNow user by their ServiceNow User ID.

You can configure the message payload by selecting Advanced Mode.

1. Select the Information tab. You will notice that the ServiceNow User ID is referenced in the property {{servicenow_user_id}}. Follow the mapping steps in Creating custom mappings so that this property exists in Oomnitza and is populated with information before you run this workflow.
2. Select the Response tab. You can map the entire response by placing {{response}} in the Response field and mapping it to a custom long text Oomnitza field, such as API Response. For information on creating custom fields, see Creating Custom Fields in Oomnitza. Once you have the entire response, you can then parse the JSON response values to custom Oomnitza fields.             

Using the ServiceNow Delete User preset

This ServiceNow Delete User preset allows you to delete a user from ServiceNow by their ServiceNow User ID. 

You can configure the message payload by selecting Advanced Mode.

1. Select the Information tab. You will notice that the ServiceNow User ID is referenced in the property {{servicenow_user_id}}. Follow the mapping steps in Creating custom mappings so that this property exists in Oomnitza and is populated with information before you run this workflow.
2. Select the Response tab. You can map the message response as per the example in the Get User Details preset.

For additional information about the ServiceNow API see ServiceNow - Delete table API.

Tip: You can use this preset in conjunction with the ServiceNow Get User Role preset. You can use the ServiceNow delete user preset to delete the accounts that were found inactive after running the ServiceNow Get User Role preset.

Using the ServiceNow Update User preset

This ServiceNow Update User preset allows you to update a ServiceNow user by their ServiceNow User ID. When you select this preset, you will need to supply the new user information, which includes their Address, Phone Number, New Password, and New Email. You can refer to existing Oomnitza fields in the workflow by entering: {{email}}, {{password}}, etc. 

You can configure the message payload by selecting Advanced Mode.

1. Select the Information tab. You will notice that the ServiceNow User ID is referenced in the property {{servicenow_user_id}}. Follow the mapping steps in Creating custom mappings so that this property exists in Oomnitza and is populated with information before you run this workflow.
2. Select the Body tab to review or edit the user information you have entered. 
3. Select the Response tab. You can map the message response as per the example in the Get User Details preset.

Using the ServiceNow Create User preset

This ServiceNow Create User preset allows you to create a new ServiceNow user.

You can configure the message payload by selecting Advanced Mode.

1. Select the Body tab. The values in curly braces {{}}refers to existing Oomnitza fields, which should be populated with information before you run this workflow. Alternatively, you can replace the values  in the curly braces with the actual details and surround them with double quotation marks: for example "company": "Oomnitza". For further information on the field names, refer to the Service Now Documentation: Create a User.
2. Select the Response tab. You can map the message response as per the example in the Get User Details preset.

Reference articles for workflows

• Mapping positive and negative responses
• Troubleshooting workflows 
• Using the API block

Using the ServiceNow User Role preset

You can create a Saas User workflow in Oomnitza using the ServiceNow User Role preset.  This preset supplies you with the Role and Last Login Date of your SaaS users.

Prerequisites

Before you create a SaaS user workflow, you should have already run your extended user integration and selected User plus SaaS User to populate the software entry in the Software > SaaS menu.

To create a Saas User workflow using the ServiceNow User Role preset, complete the following steps:

1. Click Configuration > Workflows 
2. Click Add (+) and select Software SaaS Users from the list.
3. Enter the name and a description of the workflow. 
4. Edit the Begin block by adding the rules that will trigger the workflow. For further information see SaaS User Roles.
5. Click the Blocks tab, and drag and drop the SaaS User Role retrieval block onto the canvas.
6. Click the Edit icon.
7. Enter ServiceNow in the search field and choose the ServiceNow User Role preset.
8. Click the right arrow >.
9. Enter your Credentials.
10. Enter your ServiceNow subdomain.
11. Select the Deactivate User checkbox to remove the users listed in SaaS > ServiceNow > Users if they do not exist in your SaaS application.
12. Click SAVE.
13. Connect the blocks.
14. Save, validate, and activate your workflow.

To view active ServiceNow users in the SaaS Users UI, complete the following steps:

1. Click Software from the menu.
2. Select the SaaS tab, and select your software entry for ServiceNow.
3. Click Users in the side pane.
4. The Role and Last activity column will be populated with the user details to confirm that this user has been found in your ServiceNow SaaS.             

Tip: You can use this preset in conjunction with the ServiceNow Delete user preset. You can use the preset to delete the accounts that were found inactive after running the ServiceNow User Role preset.

Reference articles for creating workflows

• Creating SaaS user workflows.
• Offboarding SaaS users.