> ## Documentation Index
> Fetch the complete documentation index at: https://docs.authsignal.com/llms.txt
> Use this file to discover all available pages before exploring further.

# ServiceNow

> Learn how to configure Authsignal Call Connect with ServiceNow for secure caller verification.

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.

<Card title="ServiceNow Store - Authsignal Call Connect" icon="circle-user" iconType="solid" href="https://store.servicenow.com/store/app/aa1018ac33907a9457d93c128d5c7b14" horizontal>
  View the ServiceNow Store listing for Authsignal Call Connect
</Card>

## Prerequisites

* ServiceNow instance with [API Key and HMAC Authentication](https://www.servicenow.com/docs/r/platform-security/authentication/api-key-and-hmac-rest-apis.html) (`com.glide.tokenbased_auth`) plugin installed and configured.
* ServiceNow instance with the [Authsignal Call Connect app](https://store.servicenow.com/store/app/aa1018ac33907a9457d93c128d5c7b14) 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

## Configuration

### 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.

<Steps>
  <Step title="Create Service Account">
    In your ServiceNow instance, navigate to **All -> Organization -> Users** and select **New**.

    Enter user details:

    | Field         | Value               |
    | ------------- | ------------------- |
    | User ID       | svc-authsignal      |
    | First name    | Authsignal          |
    | Last name     | Service Account     |
    | Identity Type | Machine             |
    | Email         | Enter Email Address |

    <Frame>
      <img src="https://mintcdn.com/authsignal-23/nrGE8gZ2TjIi1_FI/images/docs/integrations/service-now/servicenow-service-account.png?fit=max&auto=format&n=nrGE8gZ2TjIi1_FI&q=85&s=ceb31ffa15ab5350979c9c0a6bb3b013" alt="ServiceNow Authsignal Service Account configuration" width="1373" height="526" data-path="images/docs/integrations/service-now/servicenow-service-account.png" />
    </Frame>

    Click **Submit**
  </Step>

  <Step title="Give Service Account correct permissions">
    Navigate to your newly created User.
    Select **Roles** and then **Edit**

    Add the following roles:

    * `itil`
    * `snc_internal`
    * `x_auths_cc.admin`
    * `x_auths_cc.agent`
    * `x_auths_cc.user`

    <Frame>
      <img src="https://mintcdn.com/authsignal-23/nrGE8gZ2TjIi1_FI/images/docs/integrations/service-now/servicenow-service-account-roles.png?fit=max&auto=format&n=nrGE8gZ2TjIi1_FI&q=85&s=cdbe39322215c88e4a87d158238fa25d" alt="ServiceNow Authsignal Service Account role configuration" width="823" height="529" data-path="images/docs/integrations/service-now/servicenow-service-account-roles.png" />
    </Frame>

    Click **Save**
  </Step>

  <Step title="Navigate to REST API Key settings">
    In your ServiceNow instance, navigate to **All -> System Web Services -> API Access Policies -> REST API Key**.
  </Step>

  <Step title="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.

    <Frame>
      <img src="https://mintcdn.com/authsignal-23/nrGE8gZ2TjIi1_FI/images/docs/integrations/service-now/servicenow-api-key-configuration.png?fit=max&auto=format&n=nrGE8gZ2TjIi1_FI&q=85&s=d8500594be160cd1396e5bd1dab43b40" alt="ServiceNow Authsignal API Key configuration" width="1362" height="444" data-path="images/docs/integrations/service-now/servicenow-api-key-configuration.png" />
    </Frame>

    Click **Submit**.
  </Step>

  <Step title="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.

    <Frame>
      <img src="https://mintcdn.com/authsignal-23/nrGE8gZ2TjIi1_FI/images/docs/integrations/service-now/servicenow-api-key-sysid.png?fit=max&auto=format&n=nrGE8gZ2TjIi1_FI&q=85&s=610abc6e8f585974169ecc54af5fafba" alt="ServiceNow Authsignal API Key copying the sys_id" width="484" height="397" data-path="images/docs/integrations/service-now/servicenow-api-key-sysid.png" />
    </Frame>
  </Step>
</Steps>

### 2. Configure Call Connect in Authsignal portal

<Steps>
  <Step title="Select ServiceNow integration">
    Navigate to the Call Connect section in the Authsignal portal ([Settings > Call Connect](https://portal.authsignal.com/organisations/tenants/call_connect)) and select the ServiceNow option.
  </Step>

  <Step title="Enter ServiceNow instance name">
    Fill in the ServiceNow instance name field. The instance name is usually the subdomain of your ServiceNow instance URL.
  </Step>

  <Step title="Add the webhook API key">
    Paste the API key token from the previous step into the **ServiceNow webhook API key** field.

    <Frame>
      <img src="https://mintcdn.com/authsignal-23/B7iDmqn_avvhXEmb/images/docs/integrations/service-now/service-now-authsignal-call-connect-config.png?fit=max&auto=format&n=B7iDmqn_avvhXEmb&q=85&s=209abee358ee0be960412890d04002fc" alt="ServiceNow Authsignal Call Connect configuration" width="1443" height="902" data-path="images/docs/integrations/service-now/service-now-authsignal-call-connect-config.png" />
    </Frame>
  </Step>

  <Step title="Activate the integration">
    Click the **Activate Call Connect** button to activate the integration.
  </Step>
</Steps>

### 3. Complete ServiceNow configuration

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

<Frame>
  <img src="https://mintcdn.com/authsignal-23/B7iDmqn_avvhXEmb/images/docs/integrations/service-now/service-now-authsignal-properties.png?fit=max&auto=format&n=B7iDmqn_avvhXEmb&q=85&s=e0317f4967fadb1a00942e0cc381033e" alt="ServiceNow Authsignal Call Connect properties" width="976" height="701" data-path="images/docs/integrations/service-now/service-now-authsignal-properties.png" />
</Frame>

<Steps>
  <Step title="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:

    | Region        | Call Connect URL                               |
    | ------------- | ---------------------------------------------- |
    | US (Oregon)   | `https://us-connect.authsignal.com/call/start` |
    | AU (Sydney)   | `https://au-connect.authsignal.com/call/start` |
    | EU (Ireland)  | `https://eu-connect.authsignal.com/call/start` |
    | CA (Montreal) | `https://ca-connect.authsignal.com/call/start` |
  </Step>

  <Step title="Add your Authsignal API key">
    Paste the API key from the [Authsignal portal for the Call Connect API](https://portal.authsignal.com/organisations/tenants/call_connect) into the **Authsignal API key** field.
  </Step>

  <Step title="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.
  </Step>

  <Step title="Save your changes">
    Click **Save** to complete the configuration.
  </Step>
</Steps>

### 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