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Hyperproof and ServiceNow

ServiceNow software is used to manage workflows. The ServiceNow integration allows you to create and edit ServiceNow tasks from within Hyperproof. Users can complete their work in ServiceNow and the bi-directional synchronization will update your Hyperproof tasks. Data entered in Hyperproof is sent immediately to ServiceNow. The task synchronization from ServiceNow to Hyperproof runs every 5 minutes.

Note

Proof attached to ServiceNow tasks is sent to Hyperproof, but proof attached to Hyperproof tasks is not sent to ServiceNow.

Note

Hyperproof connects to many third-party systems that frequently change, including the system interface. Contact your System Administrator or the third-party provider for assistance meeting the requirements to integrate with Hyperproof and collect the proof you need.

To configure and use your ServiceNow integration:

  1. Configure an administrator or service account in ServiceNow with an administrator role that provides access to all features and capabilities. This user is required to set up the initial connection and workflow configuration in Hyperproof. See ServiceNow permissions.

  2. Configure user or service accounts in ServiceNow for Hyperproof users that need to create tasks in Hyperproof and synchronize them with ServiceNow. See ServiceNow permissions.

  3. Add users to assignment groups in ServiceNow. Membership in assignment groups determines which ServiceNow tasks and task types users can access. See ServiceNow permissions.

  4. Enable and configure your ServiceNow connection in Hyperproof using the administrator credentials configured in ServiceNow to authenticate. See Connecting Hyperproof to ServiceNow.

    Note

    You can connect multiple ServiceNow instances to Hyperproof.

  5. Configure the settings in Hyperproof for the ServiceNow task types you want to create and update. During this process, you can configure a separate set of status mappings for each ServiceNow task type. These settings can be updated at any time. See Mapping Hyperproof and ServiceNow task statuses.

    Note

    There are separate settings for each ServiceNow instance that is connected to Hyperproof.

  6. Configure ServiceNow users in Hyperproof. To assign a task created in Hyperproof you must have an Assignee who is a user in Hyperproof. That user can be a Contact, who can't log in to Hyperproof but can complete tasks outside Hyperproof, or a full-fledged user. See Adding users to your organization, Working with contacts, and Adding a contact to Hyperproof.

    Note

    You can add a new user as you create a task by editing the Assignee field and selecting the Add them to Hyperproof link below the list of user names. This opens the New user or contact window and allows you to create a new user.

  7. Create tasks in Hyperproof and integrate them with ServiceNow by selecting the ServiceNow tile on the task window and entering the ServiceNow specific information. See ServiceNow task workflow and Creating a ServiceNow task from Hyperproof.

    Note

    The first time you enter a task for ServiceNow you must enter your ServiceNow user credentials. Don't enter the administrator credentials created for the initial connection.

  8. Navigate to the Work items > Tasks tab in Hyperproof and verify that the task has been created with a ServiceNow task ID. See Verifying ServiceNow task creation.

  9. In ServiceNow verify that the new task has been created. See Verifying ServiceNow task creation.

  10. Edit tasks as needed in either platform.

  11. Create a task in Hyperproof and link it to an existing task in ServiceNow. See Attaching an existing ServiceNow task to a Hyperproof task.

  12. Configure repeating task templates in Hyperproof to create tasks on a schedule or triggered by an event. See Creating a repeating task for ServiceNow.

  13. Open a ServiceNow task in Hyperproof and view the Activity Feed for a log of changes made in either platform. See Communicating via the Activity Feed.

  14. Communicate with Hyperproof users by adding your message to the task's Activity Feed. See Communicating via the Activity Feed.

  15. Unlink a ServiceNow task from a Hyperproof task. See Unlinking a ServiceNow task.

  16. Add proof to a task in ServiceNow and verify that the proof is attached to the Hyperproof task.

  17. When the task is complete in ServiceNow, close it. The task is in a Submitted state in Hyperproof. See ServiceNow task workflow.

  18. Review the completed task in Hyperproof. If the work done is satisfactory, the task owner can mark it Closed. See ServiceNow task workflow.

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