Configuring the MSP Process -> ServiceNow Integration

Introduction

Creating the PSA Integration in MSP Process

1. Login to MSP Process (https://app.mspprocess.com) as an Admin-level user
2. Navigate to the Settings -> Integrations -> PSA Integrations page
3. Click the Add new PSA button
4. 
5. Click the ServiceNow button
6. 
7. Enter the URL to your ServiceNow instance, and enter your ServiceNow username and password
8. 
9. Click Submit to save the integaration

Creating Ticket Properties

1. Once the ServiceNow integration has been saved, you’ll be prompted to create a Ticket Properties bundle - these are the settings MSP Process will use when creating an Incident in ServiceNow. There are two use cases where MSP Process will create Incidents in ServiceNow:
2. When an end-user sends an SMS message to your “SMS to Ticket” phone number
3. When AI VoiceAssist takes a call from an end-user
4. For this KB article, let’s create some AI VoiceAssist ticket properties:
5. 
6. Once you’ve filled everything in, click the Submit button

Obtaining the URL of your ServiceNow Integration in MSP Process

1. Click on your ServiceNow integration
2. 
3. In your web browser, look at the URL of the page - for example, https://app.mspprocess.com/#/integrations/1085 - grab the number at the end of that URL (i.e. 1085) - you’ll need it in the next set of steps that we perform, in ServiceNow

Embedding the MSP Process Pod in the “Classic” Incidents Layout

1. Login to your ServiceNow instance
2. Navigate to the System UI -> Formatters page
3. 
4. Click the New button to create a new UI Formatter
5. 
6. Fill in the fields as shown below:
7. Name: MSP Process Pod
8. Table: Incident
9. Seismic Component: iFrame
10. Application: Global
11. Active: Yes
12. Type: Formatter
13. 
14. Navigate to UI Macros page
15. Create a new macro, and paste in the following code - just make sure, on line 32, to replace the “925” number with the number from your ServiceNow integration:

<?xml version="1.0" encoding="utf-8" ?>
<j:jelly trim="true" xmlns:j="jelly:core" xmlns:g="glide">
<iframe id="mycrm_pod_frame"
            	src="https://pod.mspprocess.com"
                width="100%" 
                height="600" 
                frameborder="2" 
                style="border: 1px solid #ccc;">
        </iframe>

	<script>
    (function() {
       var sysId = '';

// Try g_form first (available on standard form views)
if (typeof g_form !== 'undefined') {
    sysId = g_form.getUniqueValue();
}

// Fallback: extract sys_id from the URL
if (!sysId) {
    var match = window.location.href.match(/sys_id=([a-f0-9]{32})/i);
    if (match) {
        sysId = match[1];
    }
}

// Fallback: try the Jelly server-side value as a last resort
if (!sysId) {
    sysId = '${sys_id}';
}
        var frame = document.getElementById('mycrm_pod_frame');
        frame.src = 'https://pod.mspprocess.com/pod/servicenow/925?ticketId=' + sysId;
    })();
</script>
</j:jelly>

1. Go back to the System -> UI Formatter page, edit the UI Formatter you created earlier, and insert the name of the UI macro (with “.xml” extension) and click Update
2. 
3. Navigate to Service Desk - Incidents
4. 
5. Open an existing Incident
6. At the top of the Incident, in the gray panel, right-click and choose to open the Form Builder (Configure -> Form Builder)
7. 
8. Add a new section to place the MSP Process pod where you want:
9. 
10. Click “+” icon inside of the Section and switch to the Formatters list:
11. 
12. Click on the MSP Process Pod Formatter, and then click the Save button for the Form:
13. 

Embedding the MSP Process Pod in the “Service Operations Workspace” Incidents Layout

1. In ServiceNow, navigate to the Now Experience Framework -> UI Builder page
2. 
3. From the top menu click on the “Page Collections” menu item
4. 
5. Search for the page collection you want to edit. Your page collection names might be different, but a good starting point would be to search for SOW - Records tab left:
6. 
7. Select the incident-overview page (your page name may be slightly different):
8. 
9. Click the ”+” button, and add a new column where you want to insert the MSP Process pod
10. 
11. Click the ”+” button inside the column you just added, and add an iFrame:
12. 
13. Specify the Height (650 pixels) and Width (600 pixels) for this iFrame, and - in the Source field - click the bind data or use scripts button:
14. 
15. In the top right-hand corner of the pop-up window that appears, click the Use script button:
16. 
17. Paste the code below, replace “925” with the number from your ServiceNow integration in MSP Process, and click Apply to save your changes:

/**
 * @param {params} params
 * @param {api} params.api
 * @param {TransformApiHelpers} params.helpers
 */
function evaluateProperty({
    api,
    helpers
}) {
    return 'https://pod.mspprocess.com/pod/serviceNow/925?ticketId='+ api.context.props.sysId;
}

1. Save the page
2. Open an Incident in the Service Operations Workspace, and you’ll see the MSP Process pod: