Getting Started with ServiceNow Integration: Everything You Need to Know

How to Integrate ServiceNow with Your Platform

Easily connect your ServiceNow account and unlock powerful workflow automation. Just follow these simple steps:

Step 1: Access Account Management

1. Click on Manage Accounts in the main menu.

2. Go to the Free Integration tab.

Step 2: Add Your ServiceNow Account

1. Click the Add Account button.

2. In the popup window, select ServiceNow.

3. Enter the required information:

• • ServiceNow Instance URL:

Enter your full ServiceNow instance URL (e.g., https://yourcompany.service-now.com).

• • Username:

Your ServiceNow account username.

• • Password :

Enter your ServiceNow password.

4. After filling out all fields, click Add Account.

Step 3: Enable ServiceNow Integration

1. Back in the Free Integration tab, locate ServiceNow in the list of services.

2. Toggle the switch to turn on ServiceNow integration.

3. Click Save Changes.

Working with ServiceNow in Inbox

Streamline your support process by quickly creating ServiceNow tickets directly from any message. Here’s how:

Step 1: Open the Ticket Creation Menu

• Click on the three-dot menu (⋮) in the upper-right corner of the message you want to take action on.
• From the dropdown, select ‘ServiceNow Ticket’.

Step 2: Fill Out the ServiceNow Ticket Form

Once you select ‘ServiceNow Ticket’, the Create a ServiceNow Ticket form will appear. Here’s what you’ll need to provide:

• Category:

Select the general type of issue.

• Impact:

Choose how widespread the issue is.

• Urgency:

Indicate how quickly the issue needs to be resolved.

• Priority:

This is usually determined automatically based on your selections for Impact and Urgency.

• Assignment Group & Assigned To:

Route the ticket to the right support team or a specific agent.

• Short Description & Description:

The data here is provided by the inbox items. You can description or update it to create a concise summary and a detailed explanation of the issue. This helps the support team quickly understand and address the problem.

Step 3: Submit the Ticket

• After you’ve filled in all the necessary details, click the ‘Save’ button.

• Your ticket will be created and submitted to ServiceNow for immediate action.

Step 4: How to View ServiceNow Ticket Details

Quickly check the latest details of any ServiceNow ticket right from your inbox:

• Click the ServiceNow label at the bottom of the inbox item.

• A popup will appear, showing the current ticket details as stored in the ServiceNow platform.

• Every time you open or click the ServiceNow label, the system fetches the latest ticket status and details from ServiceNow—so you always see the most up-to-date information.

This real-time update ensures you’re never working with stale data and can track ticket progress at a glance.

Need Assistance?

If you have any questions or encounter any issues, we’re here to help!

Simply reach out to our Support Team—your questions are always welcome.

Thank you,

The Eclincher Support Team

Updated on: 19/06/2025