To ensure the ServiceNow Ticket widget works seamlessly with your Staffbase platform, you must complete the configuration in ServiceNow.

Prerequisite

All users have Read (read) access to the following system tables:

• sys_documentation: read
  To retrieve human-readable field labels and metadata for tables.
• sys_user_has_role: read
  To verify whether a user is assigned the ITIL role.

1. Assign the required user role
   Assign users the sn_incident_task_assigned_user role. Learn how to assign a role to a user in ServiceNow.
2. Set up a CORS rule
   Enable the widget to fetch data from ServiceNow:
   • Under Rest API, choose Table API [now/table] from the dropdown.
   • Under Domain, enter *staffbase.com or *yourcustom.domain.
   • Under HTTP Methods, enable all options.
3. Create an ACL
   1. Delete ticket notifications from the ServiceNow Ticket widget, using the following parameters:
      • Type: record
      • Operation: delete
      • Decision type: allow if
      • Admin overrides: true
      • Active: true
      • Advanced: true
      • Name:
        • First dropdown: UI Notification Inbox [ui_notification_inbox]
        • Second dropdown: -- None --
      • Advanced Condition

        • Script:

          var currentUser = gs.getUserID(); var recipient = current.recipient; var result = recipient == currentUser; answer = result;

   2. Retrieve status and priority values for tickets and tasks
      • Type: record
      • Operation: read
      • Decision type: allow if
      • Admin overrides: true
      • Active: true
      • Name:
        • First dropdown: Choice [sys_choice]
        • Second dropdown: *
      • Data Condition:
        • Table - starts with - incident
        • Table - starts with - task