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Last Updated: January 20th, 2025

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Customers use ServiceNow for ITSM change governance and Cutover for execution processes, making alignment between the two is essential to ensure proper adherence to processes and policies. A critical aspect of this is the timely closure of a Change Request once the change has been implemented.

By using the ServiceNow Table API and our custom integration to configure an automated workflow where a Cutover runbook task can automatically close a ServiceNow Change Request upon completion of a change.

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Note: The configuration shared in this guide is intended to describe how to set up Cutover for the example mentioned. Use this guide as a reference to understand the changes and match to your current configuration where necessary.

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Set up your integration in 6 easy steps, find out how in just 7 minutes.

Prerequisites

Prior to integration set up, please ensure the following prerequisites are met:

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• You have an understanding of how our Custom Integration works. 
• In Cutover, you will need to assign both the Integration Admin and Custom Fields Admin role types to the user who is configuring the integration.
• Have an understanding of the ServiceNow Table API

Steps for creating a custom integration

In order to create a Custom integration, you will need to follow the steps listed below - each step will be explained in more detail further in the guide:

1. Set up your integration connection ‍

2. Add in an integration action ‍

3. Add in your integration settings in the General tab

4. Create your Custom Fields ‍

5. Include the authorization type to be used by the integration requests in the Authorization tab

6. Add in your request properties in the Request tab

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Create a custom integration connection

Once the prerequisites are met, you can create your custom integration in Cutover by following these steps: 

1. Click Settings (the cog icon at the bottom of the sidebar), then click Integrations.

2. Any previously configured custom integrations will be displayed on the Integrations Connections page. 

3. To find out how to set up a custom integration or see step by step guides for some of our most requested integrations, click on Learn more at the top of the Integrations Connections page . 

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4. If you’re ready to build your integration, click Create Integration.

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5. Select the Custom Integration radio option, you will need to enter a name and (optionally) an image URL for your integration (if this is left blank, a default image URL will be displayed). Click CREATE.

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The newly created integration will be listed at the bottom of the Integrations Connections page. 

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Add an integration action

This section will cover the following example where you can use a Cutover task to close a ServiceNow Change Request. To do this, add an integration action to your newly created custom integration connection by following these steps:

1. In Settings > Integrations, click on your new custom integration from the list in the Integration Connections screen.

2. In the Edit panel, click + New in the Integration Actions section.

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3. In the new action modal, select Build a custom integration from the Action dropdown. 

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General tab

In the General tab, enter the following details:

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Name: Enter a name for your integration action. In our configuration, we have used the integration action name Close Change Request. 

Image URL: This is the image of the icon that is associated and displayed with the integration action, you can choose the same image as used in the Integration or you can choose a different image.‍

Trigger: Select On Task Start.‍

Visibility: Select which workspace(s) you would like your integration action to appear or select global for your integration to appear in all workspaces.‍

Additional Settings: Ensure that Cancelable and Finish task on success are selected. These two options are used for the example being configured in this guide, however you may want to add additional options.

Click CREATE.

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Create Custom Fields

Before filling out the rest of your integration action, you will need to set up your custom fields. These custom fields will match up with our mandatory fields when closing a change request in ServiceNow. 

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Note: This is an example of our configuration, but please note that you are able to choose which parameters you would like based on your requirements.

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In order to create your custom fields, you will need to make sure you have the Custom Fields Admin role.

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Note: You can read more about creating custom fields in our Help Center.

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Below is a list of the custom fields, fields types and additional settings. This information should be entered when creating the custom fields in the above example:

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Once the above steps are completed, you can navigate back to your integration action - Settings > Integration connection > Integration Action settings. 

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Note: The above custom fields are based on our example. Please add the specific custom fields necessary for Closing your Change Request. You can read more about creating custom fields in our Help Center.

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Authorization tab

The Authorization settings tab allows you to define the type of authorization used by integration requests (in both request and polling phases). To get the best outcome from our Example integrations, we’d like you to use your own authorization set up to fully benefit and see your integration fully working. You can see our Authorization pages on the Developer Portal to find out the options available to you and how to configure these.

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Request tab

1. Select your chosen request type, in this example we are using a HTTP PATCH request.

2. Enter the API URL of  your ServiceNow instance (for example, https://<your-domain>.service-now.com/api/now/table/change_request/{{CustomField['system id']}}

3. In the request header, fill in your request headers as defined by ServiceNow:

{"Content-Type": "application/json","Accept": "application/json"}

4. Fill in your outbound payload (please note this is an example of our payload using our required fields):

{"state": "3","close_code": "successful","close_notes": "{{CustomField['Close Notes']}}"}

5. In ‘Execution mode’, set this to Fire and forget. 

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Next steps

In this guide you have learned how to successfully build and set up the ServiceNow integration. By following the steps, you should now have a functional integration. You should thoroughly test your integration and address any issues that may arise during the testing phase.

We encourage you to maintain detailed documentation of your integration configuration and any changes you make in the future. This will be invaluable for troubleshooting and maintenance.If you are interested in integrations and would like to create further integrations in Cutover, please get in touch with your Customer Success Manager (CSM). If you would like to know more about Cutover please contact info@cutover.com.

Thank you for using this guide, and we wish you every success with your integration project. If you have any feedback or suggestions for improving this documentation, please feel free to send it to docs@cutover.com.

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