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ServiceNow Writeback

ServiceNow delivers world-class enterprise service management solutions to customers across the globe. Our ServiceNow writeback means we can help customers to quickly and easily embed a range of satisfaction rating emoticon buttons into their emails and tickets.

ServiceNow Setup

Download the Customer Thermometer ServiceNow XML from here.

Login to your instance of ServiceNow and go to System Update Sets > Retrieve Update Sets:

ServiceNow System Retrieve Update Sets

Select Import Update Set from XML from the Related Links at the bottom of the page.

Import the CustomerThermometer.com – ServiceNow Integration.xml File.

Preview and Commit the Update Set:

ServiceNow Commit Update Set Option

ServiceNow Update Set Commit Screenshot

Once the Update Set has been committed, navigate to System Security > Users and locate the Customer Thermometer User record:

ServiceNow System Security User Record

Change the password to a unique password.

This password will be used to allow the Customer Thermometer integration access to your instance and should match your Webhooks password you will set later:

ServiceNow User Response Password

Customer Thermometer Setup

Within Customer Thermometer, navigate to Push Options > Webhooks and click Configure Webhooks:

ServiceNow Customer Thermometer Setup Configure Webhooks

Click on Add new endpoint:

ServiceNow Webhooks View Endpoints Add New

Name your Endpoint something relevant, for instance ‘ServiceNow writeback’.

Enter the following endpoint URL, ensuring you enter the correct instance name in bold below:

https://YourInstanceName.service-now.com/api/now/v2/table/u_ct_update

ServiceNow Customer Thermometer Writeback Endpoint URL

Select your required event triggers:

ServiceNow Event Triggers Webhooks

Authentication

Basic authentication is required to update the required tables in ServiceNow. The Customer Thermometer User record installed with the ServiceNow update set contains the correct roles to do this.

The password should match the one you set earlier, in order for the integration to work.

Enter the following details:

Basic Auth Username > Customer Thermometer

Basic Auth password > Set Earlier

You can also generate a new password by clicking Generate For Me. Just remember to change the ServiceNow Customer Thermometer User password to match.

Save your Webhook and then test it – click Test fire webhook and wait for a response.

Its status should be Delivered (201).

And a copy of the JSON response should also be displayed below:

ServiceNow Customer Thermometer JSON Response Webhooks

If the response is anything other than Delivered (201), then run through the steps above and ensure all details are correct. If you are sure they are correct, consult your ServiceNow System Administrator as extra authentication methods may be required to allow the integration to access your instance.

Linking Thermometers to your Webhook

Click on Linked Thermometers at the top of the page.

Select one or more Thermometers to be used and click Save Webhook:

ServiceNow Customer Thermometer Edit Endpoint Thermometer

Your Webhook integration is now ready to use.

When your ServiceNow notification email is sent and a response clicked, that rating and comment will be displayed in the activities feed on your ServiceNow incident.

ServiceNow Activities Feed Comments Feedback Customer Thermometer Comments

Optional Extras – advanced writeback

The next step is populating custom fields on your incident/request forms for ServiceNow reporting.

The data received from the webhook as outlined above is stored on an import table before it gets added by transform map to the incident/request table.

The import table contains the following fields which are available to include in the transform if you wish:

Field NameExample
 “event_id”51088
 “blast_name” “Your blast name”
 “blast_id”999
 “blast_date”“2019-07-03T03:29:23+00:00”
 “thermometer_name” “Your thermometer name”
 “thermometer_id”111
 “response_id”22222
 “response” “Gold”
 “temperature_id”1
 “response_date”“2019-07-03T03:29:23+00:00”
 “response_delay”1666
 “response_icon”“<img src=\”https:\/\/app.customerthermometer.com\/sites\/app\/images\/icon_sets\/icon_set_3s\/gold.png\” title=\”Gold\” \/>”
 “recipient” “recipient@example.com”
 “first_name” “Andrew”
 “last_name” “Randall”
 “company” “Customer Thermometer”
 “comment” “This is a comment from a webhook test”
 “custom_1” “INCxxxxxx”
 “custom_2” “Custom 2 data”
 “custom_3” “Custom 3 data”
 “custom_4” “Custom 4 data”
 “custom_5” “Custom 5 data”
 “custom_6” “Custom 6 data”
 “custom_7” “Custom 7 data”
 “custom_8” “Custom 8 data”
 “custom_9” “Custom 9 data”
 “custom_10” “Custom 10 data”
 “ip_address” “198.51.100.1”
 “country” “GB”
 “user_agent” “Mozilla\/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit\/537.36 (KHTML like Gecko) Chrome\/75.0.3770.100 Safari\/537.36”

Using these fields it will be possible to add and populate custom fields with the data received from your webhook.

Updated on July 15, 2019

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