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This guide shows how to configure Authsignal Call Connect with ServiceNow. This integration enables IT help-desks and service desks to securely verify the identity of customers before taking action.

ServiceNow Store - Authsignal Call Connect

View the ServiceNow Store listing for Authsignal Call Connect

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Prerequisites

  • ServiceNow instance with the Authsignal Call Connect app installed from the ServiceNow Store
  • Twilio or Bird account with SMS enabled and configured in Authsignal
  • ServiceNow ITSM module with a contact that has at least a mobile phone number

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Configuration

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1. Create a ServiceNow API key record

Create a ServiceNow API key record with a generated key. This key will be used for the callback from Authsignal to ServiceNow.
1

Create Service Account

In your ServiceNow instance, navigate to All -> Organization -> Users and select New.Enter user details:
FieldValue
User IDsvc-authsignal
First nameAuthsignal
Last nameService Account
Identity TypeMachine
EmailEnter Email Address
ServiceNow Authsignal Service Account configuration
Click Submit
2

Give Service Account correct permissions

Navigate to your newly created User. Select Roles and then EditAdd the following roles:
  • itil
  • snc_internal
  • x_auths_cc.admin
  • x_auths_cc.agent
  • x_auths_cc.user
ServiceNow Authsignal Service Account role configuration
Click Save
3

Navigate to REST API Key settings

In your ServiceNow instance, navigate to All -> System Web Services -> API Access Policies -> REST API Key.
4

Create a new API key

Select New, fill in the name “Authsignal Call Connect Webhook”.Select the service account you made earlier, set the Auth Scope to useraccount, and set an expiry date for the API key.
ServiceNow Authsignal API Key configuration
Click Submit.
5

Copy the token value

Click on the newly created record and reveal the token value. Copy this value - you’ll need it for the Authsignal configuration in the next step.Additionally, right click on the API key name and click Copy sys_id and save this for later.
ServiceNow Authsignal API Key copying the sys_id

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2. Configure Call Connect in Authsignal portal

1

Select ServiceNow integration

Navigate to the Call Connect section in the Authsignal portal (Settings > Call Connect) and select the ServiceNow option.
2

Enter ServiceNow instance name

Fill in the ServiceNow instance name field. The instance name is usually the subdomain of your ServiceNow instance URL.
3

Add the webhook API key

Paste the API key token from the previous step into the ServiceNow webhook API key field.
ServiceNow Authsignal Call Connect configuration
4

Activate the integration

Click the Activate Call Connect button to activate the integration.

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3. Complete ServiceNow configuration

In your ServiceNow instance, navigate to All > Authsignal Call Connect > Call Connect Tracking > Properties and configure the following mandatory properties:
ServiceNow Authsignal Call Connect properties
1

Set the Call Connect URL

Based on the region of your Authsignal tenant, copy the following URL and paste it into the Authsignal Call Connect URL with path field:
RegionCall Connect URL
US (Oregon)https://us-connect.authsignal.com/call/start
AU (Sydney)https://au-connect.authsignal.com/call/start
EU (Dublin)https://eu-connect.authsignal.com/call/start
2

Add your Authsignal API key

Paste the API key from the Authsignal portal for the Call Connect API into the Authsignal API key field.
3

Add the webhook API key Sys ID

Paste the Sys ID of the webhook API key record created in step 1 into the Sys ID of the webhook API key record field.
4

Save your changes

Click Save to complete the configuration.

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4. Final configuration

Complete the setup by ensuring:
  • All callers in the sys_user table have phone numbers in E.164 format (e.g., +61417888999)
  • All engaged agents have the agent role assigned (x_auths_cc.agent) to appropriate groups and/or users