ServiceNow integration overview

Overview

ServiceNow is a cloud-based platform that helps organizations manage digital workflows—like IT support, HR requests, and customer service—by bringing processes, data, and automation together in one place. Persona’s ServiceNow integration lets you automatically open or update ServiceNow customer service cases when key identity events occur in Persona—such as a verification failure, high-risk profile, or fraud signal. You can also enrich ServiceNow with structured context from Persona (for example, verification outcomes and risk attributes) so teams have the full picture where they work.

This integration helps IT, Support, and Operations teams reduce manual work and resolve issues faster by keeping ServiceNow and Persona in sync.

Benefits

Automated Case Management: Open or update ServiceNow cases based on Persona events—eliminating manual ticket creation and context gathering.

Real-Time Context: Push verification outcomes, risk signals, and relevant attributes from Persona into ServiceNow so teams act with full insight.

Faster Resolution: Reduce tool switching and copy-paste by surfacing identity data directly in ServiceNow.

Two-Way Workflows: Power closed-loop processes by searching accounts and cases, creating new cases, and keeping records updated from Persona.

Integration Features

The ServiceNow integration enables teams to manage identity-related customer service workflows directly from Persona. Key capabilities include:

• Retrieve a Specific Case: Look up a specific Customer Service Management (CSM) case.
• Create Case: Automatically open new ServiceNow cases with mapped Persona data when risk thresholds or events are met.
• Update Case: Keep ServiceNow cases current by updating fields (such as status, priority, or assignments) as investigations progress.
• List Customer Service Cases: Search through existing cases to find and link the right record from a workflow.
• List Accounts: Look up customer accounts to associate cases with the correct entity.

Setting up the ServiceNow Integration

Prerequisites

To set up the ServiceNow integration, ensure you have:

• Admin access to your ServiceNow account
• Necessary API permissions to access ServiceNow credentials

Setting up the ServiceNow Credentials

1. In your ServiceNow portal, go to All > Application Registry
2. Click New > New Inbound Integration Experience or Create an OAuth API endpoint for external clients (depending on your ServiceNow version).
3. If you clicked New Inbound Integration Experience, click New integration > OAuth - Authorization code grant .
4. Provide a name for the credential, and paste the following in the redirect URL field: https://app.withpersona.com/integrations/oauth-callback .
5. Obtain the client ID and client secret.

Connecting ServiceNow to Persona

1. In the Persona Dashboard, go to Integrations > Marketplace and select ServiceNow.

2. Click Add Credential.

   

3. Enter a credential nickname, your ServiceNow subdomain (for example, if your subdomain is your-subdomain.service-now.com, then enter your-subdomain), and the required app credentials (Client ID and Client Secret) from your ServiceNow environment.

   

4. Click Continue and approve access when prompted. You may need to log in to your ServiceNow account before allowing the connection.

   

5. After the credential is created, click Test to confirm it’s working. You can remove the credential at any time.

Using the ServiceNow Integration in a Workflow

1. Create a new workflow (or open an existing one).
2. Add an Action step and choose Integrations.
3. Select ServiceNow and pick your saved credentials.
4. Choose the operation (for example, Create Case or Update Case) and map Persona data into ServiceNow fields.
5. Save and publish the workflow.

ServiceNow Operations Overview

In addition to syncing field values, Persona can create cases, update cases, and search accounts or existing cases using ServiceNow’s API.

See below for a comprehensive list of available Workflow Action steps and possible configurations for the ServiceNow integration:

Retrieve a specific case

Pull a single case by its identifier to get the latest details before making updates or to enrich Persona with case context. This ensures any subsequent actions use accurate, up-to-date information.

Configuration Steps:

• Provide values for required fields:
  • System ID (record ID from ServiceNow)

Create a Customer Service case

Create a new ServiceNow customer service case when a Persona event is triggered—such as a failed verification or high-risk signal—so teams can begin investigation immediately. You can map Persona attributes to populate core case details and any custom fields your instance uses.

Configuration Steps:

• Provide values for required fields:
  • Short description
• Optionally add:
  • Associated account and/or contact
  • Additional attributes (for example, category, priority, state, assignment group, assignee)
  • Custom fields as defined in your ServiceNow instance

Update a specific case

Update an existing ServiceNow case when new information becomes available (for example, adjust status, priority, or assignment based on investigation outcomes). This keeps ServiceNow in sync with Persona without manual intervention.

Configuration Steps:

• Provide values for required fields:
  • System ID (record ID from ServiceNow)
• Optionally add:
  • Fields to update (for example, title/description, state/status, priority, assignment group/assignee)

Listing Endpoints

These endpoints help Persona fetch metadata to power dynamic workflows and dropdowns:

• List Accounts – retrieve customer accounts
• List Customer Service Cases – fetch existing cases with filters and pagination

To learn more about ServiceNow APIs, see their developer documentation here.

FAQs

What ServiceNow products does this integration work with?

This integration uses ServiceNow Customer Service Management (CSM) objects for accounts and cases.

What permissions are required in ServiceNow?

Access to accounts and cases depends on roles configured in your instance. ServiceNow documentation notes that CSM account and case APIs require appropriate roles for access (for example, csm_ws_integration for full access). Check with your ServiceNow admin to confirm your organization’s role requirements.

How do I reference the correct case to update?

Use the case’s record ID from ServiceNow as the identifier in Update or Retrieve operations.

Can I map custom fields?

Yes. You can pass custom fields as part of Create and Update Case actions, aligning to your ServiceNow configuration.

Can I connect a sandbox or developer instance?

Yes. Provide the appropriate subdomain and credentials for the instance you want to connect.