What's new in Quebec for IntegrationHub

[Charlie Steiner]

ServiceNow® App Engine and IntegrationHub together support ServiceNow’s fourth Workflow pillar called Creator Workflows. Creator Workflows deliver to organizations a strategic low-code platform for them to rapidly build and efficiently scale powerful business-critical applications that are optimized for the end-to-end user experience and knowledge worker productivity across multiple systems of record. 

IntegrationHub is coming off a tremendous year in 2020 where customer production usage skyrocketed in Creator Workflows for IT, customer, employee, and line of business use cases.  ServiceNow product business units are also increasingly using IntegrationHub spokes in embedded integrations in out-of-the-box ServiceNow Workflow products, such as the ServiceNow Onboarding and Software Asset Management (SAM) integrations with Azure Active Directory. 

The Quebec release builds on this momentum with key capabilities for low code and citizen developers in IT and lines of business that deliver on the unique IntegrationHub value proposition of native ServiceNow workflow integration speed, simplicity, and lower total cost of ownership.  

New: IntegrationHub Solutions 

In 2021, we’re focused on delivering more out-of-the-box integration solutions that accelerate customer time to value. In Quebec, this means important enhancements to ServiceNow® Password Reset and new Remote Process Sync and Flow Template solutions.

Password Reset Enhancements 

Password Reset is a native ServiceNow ITSM end-to-end solution for managing and automating password resets, changes, and account unlocks. IntegrationHub automates the back end of the password reset process whenever a customer uses an external credential store or Identity and Access Management (IAM) system of record to control access to their ServiceNow environment. Password reset, change, and account unlock requests made in the password reset app, Service Portal, Now Mobile, and Virtual Agent can be connected to workflow automation in Flow Designer that in turn uses IntegrationHub spokes (actions, flows, and subflows) to automate the required actions in these external systems. 

Password resets and account unlocks continue to be a heavy drain on IT helpdesk productivity (accounting for up to 30 % of IT helpdesk tickets according to Gartner) so we’re optimizing the Virtual Agent experience and expanding support for more credential stores/IAM systems that customers already have in place. In addition to ITSM, password resets are also a common ticket or request for customers using a company’s support portal, so these enhancements should also be of interest to ServiceNow Customer Workflow customers. 

First, new Virtual Agent conversations for password reset, change, and account unlock mean that the entire process can now be completed without leaving Virtual Agent, greatly improving the user experience and saving both employees and agent’s time.  

Second, the new “Password Reset integration with Okta” application adds out-of-the-box support for Okta SSO, including both standalone Okta SSO and Okta SSO front-ending Active Directory configurations. With this app, customers can build self-service and service portal processes to unlock users and reset and change passwords in Okta SSO without writing a line of code or building a new flow. 

Both the VA conversations and Password Reset integration with Okta are planned for availability on the Store on March 11th.  

Update:

VA conversations available now 

Password Reset integration with Okta available now

Remote Process Sync 

For Managed Service Providers and customers that need to integrate records/cases/tickets/workflows across multiple instances, Remote Process Synchronization (RPS) is a new framework for bi-directional process automation powered by Flow Designer. Instances can be within one customer or across multiple customers. RPS supports eBonding (typically record/ticket exchange between ITSM instances or systems) but also supports a much broader range of cross-instance workflow automation use cases. With RPS, customers no longer need to create custom integrations or require an external iPaaS when performing process synchronization of records in ServiceNow. 

In Quebec, RPS supports the following capabilities: 

• Process Event and Trigger/Capture rules (what to send and when)​​ 
• Inbound and outbound flow mapping from events to flow logic in Flow Designer​​ 
• Inbound and outbound data mapping and transformations in Flow Designer​​ 
• Complex transformations including cross-table integrations​​ 
• Correlation framework – multi-record and multi-system correlation​​ 
• Ordered delivery and outage recovery​​ 
• Outage/maintenance recovery​​ 
• Domain separation for MSPs​​ 

Flow Templates 

Flow templates are a citizen developer-friendly way to discover, configure, and deploy flows. Flow templates accelerate development and broaden Flow Designer accessibility from pro and low code to no code citizen developers. The user selects a template in the template wizard based on the description that matches their use case, enters inputs and variables via a guided setup process (such as which table to use for a trigger or which connection & credentials to use) and the flow is then instantly ready to deploy. Some flow templates include IntegrationHub spokes to automate common integration patterns.

This is a summary of the flow templates with IntegrationHub spokes that will be released on the Store in March: 

Category/Integration Pattern	Flow Templates	IntegrationHub Spoke(s)
Record Sync	Create/update row in Excel or Google Sheets when a ServiceNow record is created/updated	Microsoft Excel, Google Sheets
	Create a new issue in Jira when a ServiceNow record is created	Jira
Notify	Send a notification (or SMS) to Slack, Teams, Gmail, Twilio; Create a Zoom meeting and post a message on Slack or Teams when a new ServiceNow incident is created	Slack, Teams, Gmail, Twilio, Zoom
Schedule	Post a weekly reminder to Slack, Teams, Gmail, Twilio (SMS)
Social media	When an incident is closed, post a message to Twitter	Twitter

Customers need to have App Engine Studio installed to use flow templates. 

No code inbound REST API Trigger 

The simple alternative to scripted REST APIs, flows can now be triggered from external systems, with no code, using the inbound REST API Trigger. Citizen developers (or any developer) can build a ServiceNow API endpoint with clicks instead of code, and call flows from an external system using the API endpoint. Now, anyone can leverage Flow Designer to respond to inbound API calls and conform to inbound webhook requests.​​ 

New Spokes 

In the March Store release, the following new (or major release) spokes are planned for availability, bringing the total number of out-of-the-box spokes to right around 150. Get spokes in the Store here.

• Miro  
• Confluence Cloud  
• Confluent Kafka 
• Microsoft AD V2 
• Azure AD V2

For more information on what’s new in IntegrationHub in Quebec, please check out the ServiceNow Developer Blog.  

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Join us for the The Now Platform Quebec event.

Register below to attend the Now Platform® Quebec release broadcast and hear about more capabilities to deliver cross-enterprise digital workflows that connect people, functions, and systems to accelerate innovation, increase agility and enhance productivity

Your event time will be automatically set based the country selected during registration.

AMS/EMEA: March 18 at 8 am PT/11 am ET/3 pm GMT
APJ: March 23 at 2 pm AEDT/12 pm JST KST

Register Now

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