Bridge & ServiceNow Integration

Lauren R

Hi Smartsheet Family,

I am trying to integrate ServiceNow with Smartsheet at my job and I am having some trouble. I know some of you have successfully done this so help would be much appreciated.

I was able to get an OAuth where the client ID and secret was auto generated but our SNow team created a SNAPI account for me to use with Bridge. Something about this isn't working.

Can I get some guidance on starting over with getting my Bridge to work?

prime_nathaniel

@Lauren R you may have gotten the wrong callback URL, this was WRONG on the official documentation for a long time. It has since the dawn of time been -

https://system.converse.ai/api/settings/oauth/oauth2callback

If you have the bridge URL callback (the documentation for the last year till like 2 months ago), that would potentially be why it doesn' t work.

You must be added permission wise to each table / object you need, outside of that queries look a little silly in SNOW so just make sure you ready the documentation thoroughly cause they will feel WRONG when you type them out.

Lauren R

@prime_nathaniel - Oh wow! thank you!

Just to clarify - the above URL is the incorrect one?

Also, what do you mean by having permissions to each table?

I am a part of quite a few assignment groups on SNow and I am trying to transfer over the incident/task name, the assigned person, start date, and status - maybe that helps for context?

I'm pretty new at this so I apologize

prime_nathaniel

@prime_nathaniel converseAI url is the correct call back and must be set on SNOW instance for your Oauth integration to work. There used to be another one that was on the bridge.smartsheet.com URL which is incorrect ly published as recently as December of last year. I have been in contact with the SNOW / Bridge teams about this for ages, looks like they finally changed it back to converse.ai which is correct and the only working Oauth URL that I am aware of (and I have had multiple SNOW integration customers in the the past couple months).

Assignment groups are record level permissions related, you need object level or "table" level on your SNAPI account.

Ie. no one ever assigns anything to SNAPI Account but SNAPI account needs permissions to see all tickets so it can get the data and transfer it. These permissions are granted via your SNOW admin interface onto the SNAPI account.

I will say if you are not familiar with this part of SNOW backend or haven't done an integration / coding before, it may be best to speak with a specialist.

There are some pretty strict limitations on the SNOW bridge integration that can only be solved with coding knowledge. This will be the case with dynamic targets, object relationships, pagination, and bulk updates non of which are possible to do at scale with click configure only.