Integrate the ServiceNow instance and Zendesk by creating a custom OAuth application in Zendesk to authenticate ServiceNow requests.

Before you begin

  • Request an Integration Hub subscription.
  • Activate Zendesk spoke.
  • Zendesk role required: admin
  • Role required: admin

Create a Zendesk OAuth client

Create an OAuth client for authenticating Zendesk API requests.

Before you begin

Role required: Zendesk admin

Procedure

  1. From a web browser, open Zendesk.
  2. Log in using your admin credentials.
    The Zendesk Agent Workspace opens.
  3. On the left navigation menu of the Zendesk Agent Workspace, select the Admin icon (Admin icon.).
    The Admin menu opens.
  4. From the Admin menu, navigate to Channels > API.
    The Zendesk API page opens.
  5. Select the OAuth Clients tab and then click Add OAuth client.
  6. The Create a new OAuth client form opens.
  7. On the form, fill in the fields.
    Table 1. Create a new OAuth client form
    FieldDescription
    Client name Name of the OAuth client.
    Description Brief description of the OAuth client.
    Company Name of the company whose data the OAuth client grants access to through the Zendesk API. The company name is displayed during authentication of your Zendesk API requests.

    This field populates automatically based on the company that your Zendesk account is associated with. However, you can modify the company name as needed.
    Logo Logo that is displayed during authentication of your Zendesk API requests. Click the green square to locate and select the logo that you want to display.
    Unique identifier Unique identifier for the OAuth client. This field populates automatically based on the OAuth client name that you specified in the Client name field. However, you can modify the unique identifier as needed.
    Note: The unique identifier is used only in the Zendesk code.
    Redirect URLs URL of the OAuth provider that users are redirected to after authentication. Enter https://instance.service-now.com/oauth_redirect.do, where <instance> is the name of your ServiceNow instance.
  8. Click Save.
    The Please store the secret that will appear dialog box opens.
  9. On the dialog box, click OK.
    The dialog box closes and the form reloads.
  10. Copy the value in the Secret field.
    Save this in a secure location for later use.

Create a Zendesk connection

Create a connection between your Zendesk applications and your ServiceNow instance so that your instance can retrieve user data from your applications.

Before you begin

Role required: admin

Procedure

  1. From your ServiceNow instance, navigate to Process Automation > Flow Designer.
    The Flow Designer launches in a new tab.
  2. Select the Connections tab.
  3. Locate your Zendesk connection and then select Add Connection.
    The Create Connection dialog box opens.
  4. On the dialog box, fill in the fields.
    Table 2. Create Connection dialog box
    Field Description
    Connection Information
    Connection Name Name of the Zendesk connection. This field populates automatically.
    Connection URL URL for the connection. Enter https://<subdomain>.zendesk.com, where <subdomain> is your organization subdomain.
    Credential Information
    OAuth Client ID Unique identifier for your Zendesk OAuth client. Enter the same unique identifier that you specified in Create a Zendesk OAuth client.
    OAuth Client Secret Secret that is assigned to your Zendesk OAuth client. Enter the same secret that you copied in Create a Zendesk OAuth client.
    OAuth Redirect URL URL of the OAuth provider that users are redirected to after authentication. This field populates automatically based on the redirect URL that you specified in Create a Zendesk OAuth client.
  5. Select Create and Get OAuth Token.
    The Zendesk OAuth authorization dialog box opens.
  6. On the dialog box, select Authorize.
    The OAuth access token becomes available for authorizing your Zendesk connection.
  7. In your ServiceNow instance, add an OAuth entity profile scope.
    1. Navigate to System OAuth > Application Registry.
    2. Open the record for the Zendesk spoke.
      For example, Zendesk OAuth.
    3. In the OAuth Entity Profiles tab, open the default record.
      For example, Zendesk.OAuthProfile.
    4. Insert a new row with these values.
      Field Value
      OAuth Entity Scope users:write read
      OAuth scope write read