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ServiceNow Event

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About ServiceNow Events

The ServiceNow event allows you to begin workflows in Qualtrics based on when a record is updated or inserted in ServiceNow. For example, an IT ticket is closed which updates a record in ServiceNow, beginning a workflow in Qualtrics to send a feedback survey to the employee who filed the original ticket.

Attention: In order to set up a new ServiceNow event, you must have sufficient ServiceNow permissions set up. Otherwise, when saving the event, you will receive an error message (sys_rest_message, sys_rest_message_headers, sys_rest_message_fn, and/or sys_script), and the event will not be created. You will need permissions to both read and write within ServiceNow tables.

 

Please contact your ServiceNow administrator if you are unsure whether you have these permissions or require additional permissions to set up a Qualtrics ServiceNow event.

Setting Up a ServiceNow Event

  1. Using the navigation menu in the top left corner, select Workflows, or go to the Workflows tab of your project.
    In the workflows tab, clicking "create a workflows" and then "started when an event is received"
  2. Make sure you’re in the Your workflows section.
  3. Click Create a workflow.
  4. Select Started when an event is received.
  5. Select ServiceNow.
    choosing the servicenow event
  6. Choose your event type:
    selecting a servicenow event type

    • ServiceNow: This option allows any ServiceNow user in your license to base their Qualtrics workflows on any table they have access to.
      Attention: The ServiceNow option is scheduled to be deprecated in Q1 2024. More communication about this change will follow closer to the deprecation date.
    • ServiceNow – managed access: This option allows only authorized ServiceNow users to use authorized tables in their Qualtrics workflows. This access is managed with the Qualtrics Connection Manager.
  7. Click Next.
  8. Choose the ServiceNow account to use. You may use any accounts you’ve previously connected to Qualtrics, as well as any accounts configured by your Brand Administrator in Extensions.

    Attention: The creator of the workflow must have access to the ServiceNow credentials used in the ServiceNow task for the workflow to run properly.

    choosing an account or adding a new one

  9. To connect a new ServiceNow account, click Add user account.
    Qtip: When adding a new account, you must give it a name so you can identify it in the future. Then, choose your connection type and finish setting up the connection. If connecting via OAuth, see this support page.
    adding a new servicenow account
  10. Click Next.
  11. Enter your ServiceNow instance.
    entering the servicenow instance

    Example: For example, if you login to ServiceNow at abc123.service-now.com, then you will enter “abc123” in this box.
  12. Click Verify.
  13. Click Select Table and choose the table that contains the records you want to base the workflow on.
    choosing the servicenow table

    Qtip: If you selected “ServiceNow – managed access” in step 6, then you will only be able to choose tables that you have been given access to via the Qualtrics Connection Manager in ServiceNow (if it has been installed).
  14. If desired, select Reference fields to bring in data from other ServiceNow tables into the workflow. To add fields within the reference, click the three dot menu on the right. To add a new reference, click Add new reference.
    Highlights the reference fields in a servicenow event

    Qtip: All fields added to the reference field section of the event can be used as conditions and available in tasks within the workflow. This can be helpful if you want to reference this data via piped text in an email task, for example. Reference fields cannot be used as a filter.
  15. Choose whether you want the workflow to trigger when a record is updated, inserted, or both.
  16. If desired, add conditions to the event based on fields from your selected ServiceNow table. adding conditions to the servicenow event
    Qtip: These conditions are evaluated before the event triggers. For general information on formatting condition logic, see Creating Conditions. Note that you can still add conditions later in your workflow to determine when your task fires.
  17. Click Save.
  18. Continue to set up the conditions and the task for your workflow.
    Example: For example, I can use an XM Directory task to send a follow-up survey when a record in ServiceNow is updated.

Conditions for ServiceNow Events

When using a ServiceNow event to start your workflow, you can base your workflow conditions on the following:
adding a condition

  • Event Data: Base the condition on one of the fields included from ServiceNow. The available fields will depend on the table you selected during the event setup.
    Example: In this example, the workflow will trigger when the updated record has a job_count equal to 10.
    adding a condition on a servicenow event
  • User-Defined Field: This field is not used in conditions.

Setting up a Qualtrics Spoke for ServiceNow

Sometimes, you may want to create additional ServiceNow administrators within Qualtrics. By granting Qualtrics users additional permissions, you can allow them to help run the ServiceNow instance at your organization.

Attention: You must be a Brand Administrator in order to create a new ServiceNow administrator.
  1. Navigate to the Admin section of your account.Navigating to the Admin section, the Users tab, and then clicking Create a New User
  2. Select the Users tab.
  3. Click Create a New User.
  4. Set up your ServiceNow administrator’s Qualtrics account. Make sure that the User Type is set as Brand Administrator.Setting up a ServiceNow admin, with the user type set to Brand Administrator
  5. Click Save.
  6. Search for your ServiceNow user in the Users tab.Searching for the ServiceNow user; proxy logging into their account
  7. Proxy Login to your ServiceNow user’s account in order to finish setting up their account.
  8. Once you’ve logged in to the account, navigate to the Account Settings.Navigating to the Account Settings
  9. Select Qualtrics IDs.Navigating to the OAuth section of the Account Settings and clicking Create Client
  10. Navigate to the OAuth Client Manager tab.
  11. Click Create Client.
  12. Input a Name for the client.Filling out the fields during Client Creation
  13. Set the Scopes to manage:all.
  14. Make sure that the Grant Type is set to Client Credentials.
  15. Click Create Client to generate your client.
  16. Write down your Client ID and Client Secret.Client ID and the Client Secret displayed in a window
    Attention: You must write these generated tokens down and keep them in a secure location. You will not be able to retrieve the Client Secret after closing this window.
Qtip: For more information, visit the ServiceNow documentation for Setting Up the Qualtrics Spoke.

Qualtrics Connection Manager

A ServiceNow admin can download a Qualtrics app that allows them to manage user access to ServiceNow data for building Qualtrics workflows. You can limit which tables users have access to, the actions available to them for each table, and view the workflows that use your ServiceNow tables.

Downloading the App

To download the app, search for the Qualtrics Connection Manager in the ServiceNow app store. Once you’ve found the app, click Get to download the app. the qualtrics connection manager app in the servicenow store

Qtip: Check out the Installation Guide linked in the ServiceNow app store for information about the required ServiceNow permissions to use this app.

Accessing the App

After downloading the app, search for the Qualtrics Connection Manager using the All menu in the top left corner. You can then navigate to the different sections of the app:the navigation menu for going to the different sections of the Qualtrics Connection Manager

  • User Table Access: Give ServiceNow users access to tables to use in the Qualtrics workflows.
  • Master Business Rules: Set up business rules to allow tables to be used in Qualtrics workflows and to automatically revoke user access when their permissions change.
  • Qualtrics Connections: View the different workflows that use your ServiceNow tables.
  • Contact Support: A link to this support page. Please log into the Customer Success Hub if you need to contact Qualtrics Support.

User Table Access

The User Table Access section allows you to give users access to certain ServiceNow tables so they can reference them in their Qualtrics workflows. To give a user access to a table:

  1. In the User Table Access section, click New.
    clicking new in the user table access section
  2. Search for the User you want to give access to. You can search by their name or email address.
    adding access for a user
  3. Choose the Table you want to give access to.
  4. Select the permissions you want to give the user:
    • Trigger on insert: Allows the user to choose record inserts as a trigger type when setting up the ServiceNow event in Qualtrics.
    • Trigger on update: Allows the user to choose record updates as a trigger type when setting up the ServiceNow event in Qualtrics.
  5. Click Submit.
Qtip: To give a user access to multiple tables, you must repeat the steps above for each table.

You can remove access for a user by following the below instructions:

  1. Check the box next to the user you want to remove access for. You can select multiple users by selecting multiple boxes.choosing users to remove access
  2. Click Actions on selected records.
  3. Choose Delete.
    selecting delete records
  4. Click Delete in the confirmation window.
    confirming the deletion

When you remove table access for a user, any workflows that the user set up to use this table will no longer trigger. Additionally, the workflows will be removed from the Qualtrics Connections section of the app.

Master Business Rules

Qtip: You must be in the Qualtrics Connection Manager application to perform these actions.

You must set up a master business rule for each table you wish to use in your Qualtrics workflows. This rule allows the table to trigger events in Qualtrics.

Qtip: If you set up a rule for a parent table, then all child tables are also included.
  1. In the Master Business Rules section, click on the Execute Qualtrics Events rule that acts on the Task [task] table.clicking the execute qualtrics events rule
  2. Right click the page header and select Insert and Stay.right clicking the header and choosing insert & stay
    Qtip: If you do not see this option, double check your ServiceNow application and make sure you’re in the Qualtrics Connection Manager.
  3. Select the Table you want to use in your Qualtrics workflows.selecting the table and saving the rule
  4. Click Update.
Qtip: You can delete a master business rule to revoke access to that table for all users. To delete a master business rule, click on the rule and then select Delete in the top right corner of the page. Any workflows that used this table will no longer trigger, but workflows will be still be visible from the Qualtrics Connection section of the app.

Qualtrics Connections

The Qualtrics Connections section allows you to view information about each Qualtrics workflow that uses your ServiceNow data. This section contains a table that shows the following information about each workflow:
the qualtrics connections section of the app

  • Conditions: A description of the conditions in the ServiceNow event, if conditions were set up.
    Qtip: This field is for the conditions that are set up within the ServiceNow event itself. Conditions later in your workflow will not appear here.
  • Reference Fields: A description of the reference fields in the ServiceNow event, if reference fields were selected.
  • Rest API Endpoint: The API endpoint used for the ServiceNow event.
  • Table: The name of the table used in the ServiceNow event.
  • Trigger Type Insert: Indicates if the workflow runs when records are inserted.
  • Trigger Type Update: Indicates if the workflow runs when records are updated.
  • User: The ServiceNow user who owns the workflow.

FAQs