ServiceNow OneList Approvals Application Installation and Configuration Guide

Owned by Grant Slinger
Last updated: Nov 23, 2023

Overview

Your Application Installation and Configuration Guide will be used to assist with the preparation of the ServiceNow instance, deployment of the application and configuration of workflow approval task for integration with OneList Approvals. This document should contain a clear, step-by-step process for the configuration steps that are required after installing your certified application. Additionally, it clearly calls out any application dependencies that may exist.

Application Dependencies

Additional Plugins required: Bright Toolbox (Deployed with the Application)

Configuration Instructions for Connection to OneList

This section, outlines the steps required to successfully install/configure the ServiceNow instance after installing your application:

  1. Install the application

  2. Navigate to OneList Approvals -> Application Properties -> Connection Details

  3. Fill in OneList environment address and API key (generated by OneList)

Integrations included in the app

The following integration components are outlined below and provide integration user creation instructions:

  • Integration components required:

    • OneList API Key

  1. Navigate to OneList Approvals -> Application Properties -> Connection Details

  2. Fill in Endpoint (default is ‘api’) and API Key

  3. Submit

Configure OneList connection and API key

Testing the Integration configuration Connection

The adapter application requires successful communication with OneList Server (external system). The instructions below outline how to test the connection and ensure successful configuration:

After installation navigate to Home page -> Features -> View to ensure that all the Application Features are installed successfully and are already activated.

The admin can initiate changes using the ‘edit table application access’ for each application feature – Business rule, System plugin etc. Refresh the page to force the updates if you made some changes.

Configure the in Scope Approval Scenarios

Configure Approval Actions

Configure the decision actions available to approvers of the ServiceNow tasks in OneList. In this example that is Approve and Reject.

Add task sync rules

Two request types (Access Request and Change Request) are configured.

Configure the Scenario Rules

Here we provide two examples. First for the Change Request and then the Access Request

Steps to configure:

  1. Table field - Select ServiceNow business object - any ServiceNow table that extends Task [task]

  2. Description - Informative description about the rule

  3. Fields - fields that will be sent to OneList as part of the TaskDetail (Business Object) field.

  4. Task Type - OneList category. Categories are automatically retrieved from OneList and are limited to the available Task Types for the current OneList account.

  5. Sync Attachments - indicates whether files, attached on the ServiceNow business object, will be sent to OneList

  6. Advanced - This option allows you to define a custom script responsible for constructing the TaskDetail JSON, which represents the ServiceNow Business Object. This JSON will subsequently be transmitted to OneList.

  7. In the “OneList Sync Rule Actions“ tab, add Actions that are applicable for this task type.

    1. Approval Action - Name of this action. This text will be displayed on the buttons available to the approvers.

    2. Order - Actions with lower order will appear first in the list of available actions in OneList

    3. Comments - whether comment is optional or required for this action.

    4. Attachments - whether attachment is optional or required for this action.

    5. Bootstrap CSS Class - Bootstrap button class that will be applied to the action button in OneList.

 

Example: Change Request Rule

 

Example: Access Request Rule

This is more complex as the Task has selections from catalogues and thus custom variables. Here the advanced option is used to fetch the required data.

 

 

 

 

 

Troubleshooting

Troubleshoots steps to troubleshoot the failed configuration are:

  • The admin first should navigate to Home -> Features -> View link. There he can find the Application Features list and exact status of each feature along with a detailed info. The admin should inspect the dependency table to make sure that all the features are activated. He can navigate to edit functionality to make changes in order to fix possible issues.

  • Get info for failed configurations:

    • From the OneList Approvals application -> Logs, the admin should check OneList Approval Events or REST Request tables or use system logs.

    • Ones the admin identify the problem by logs, he can check the User Guide for help and more details. In the User Guide he can find procedures and videos which show the exact steps to resolve common issues.

  • Admin can refer to the Bright Toolbox application for more info about the base functionality (script includes) used in the OneList Approvals application.