Service Now

Connect Service Now to KODE OS for work orders data integration

Overview

Use this integration to connect ServiceNow to KODE OS. You can ingest tickets and work order data over REST and webhooks with hybrid snapshot collection so IT and facilities work stays visible next to your building data.

Property	Value
System Type	Work Orders
Communication	REST + Webhook
Collection	Hybrid (Pull + Push)
Collection Mode	SNAPSHOT
Actions	Supported

Supported Capabilities

Collect Sensor Data
Receive Webhook Data

Prerequisites

An active account with Service Now and access to their API or developer portal
OAuth client credentials (Client ID and Client Secret) from the Service Now developer portal
KODE OS environment with access to Data Sources

Vendor Onboarding References

Use these official vendor resources to verify API access, credentials, and permission prerequisites:

Generate API Credentials

Log in to the Service Now developer portal or admin console
Navigate to the API or developer settings section
Create a new API application or client
Note the Client ID and Client Secret — you will need these when configuring the connector in KODE OS

Configure Webhook

This integration uses webhooks for real-time data delivery. After creating the connector in KODE OS:

Copy the webhook URL provided on the connector detail page
In the Service Now platform, navigate to the webhook or notification settings
Add a new webhook endpoint using the KODE OS URL
Configure the authentication header as specified on the connector detail page
Save and enable the webhook

Configure Connector in KODE OS

Navigate to Data Sources in your building
Click API Catalog and search for Service Now
Click + Add Datasource
Fill in the fields below and complete the three-page setup flow

Field	Required	Type	Description
URL	Yes	text	The base URL or IP address of the external system
Username	Yes	text	The username for authenticating with the external system
Password	Yes	password	The password for authenticating with the external system
Client ID	Yes	password	The OAuth client ID from the vendor’s developer portal
Client Secret	Yes	password	The OAuth client secret from the vendor’s developer portal
Assignment Group ID	Yes	text	The assignment group identifier for routing work orders

What Data You Get

Work Orders

Maintenance and service requests including title, description, status, priority, assignee, due dates, vendor response, resolution details, and cost estimates KODE OS maps Service Now data to these standard fields:

KODE Field	Source Field	Notes
id	`id`	—
title	`title`	—
description	`description`	—
status	`status`	—
priority	`priority`	—
category	`category`	—
location	`location`	—
createdBy	`createdBy`	—
assignedTo	`assignedTo`	—
assignmentGroup	`assignmentGroup`	—
createdAt	`createdAt`	—
updatedAt	`updatedAt`	—
dueDate	`dueDate`	—
resolutionDetails	`resolutionDetails`	—
lastComment	`lastComment`	—
externalUrl	`url`	—

Polling Schedule

WorkOrder

For more details on collection modes, see the Data Collection guide.

Available Actions

Create Work Order

Type: Write Creates a new work order in ServiceNow

Field	Type	Required	Input	Options / Default
Priority	STRING	Yes	Drop Down	Static: priority options
Category	STRING	Yes	Drop Down	Dynamic: fetched from ServiceNow categories
Location	STRING	Yes	Text Area	—
Description	STRING	Yes	Text Box	—
Due Date	DATE_TIME	No	Text Box	—
Assigned To	STRING	No	Text Box	—
KODE Work Order Link	URL	No	Text Box	—

Example Request

{
  "priority": "priority options",
  "category": "example-value",
  "location": "example-value",
  "description": "example-value",
  "due_date": "2026-03-29T10:00:00Z",
  "assigned_to": "example-value"
}

Expected Result

KODE OS sends the action to the external API using the configured connector credentials
The external system returns success (typically HTTP 2xx) and processes the requested operation

For more details on how actions work, see the Actions guide.

Use Cases

Once connected, this integration enables you to:

Centralize maintenance requests and work order status from facility management systems
Create and update work orders directly from KODE OS when issues are detected
Track maintenance KPIs including response time, completion rate, and cost

Troubleshooting

Authentication or connection error

Verify that the credentials are correct and have not expired. Check that the URL is reachable from the KODE OS environment. Ensure the Client ID and Client Secret match the values from the Service Now developer portal.

Webhook data not arriving

Verify the webhook URL is correctly registered in the Service Now platform. Check that the authentication header matches the value from the KODE OS connector detail page. Ensure the Service Now system can reach the KODE OS webhook endpoint over the network.

Data collection stops or gaps appear

Check the connector status on the Data Sources page. If the status shows an error, review the error logs on the connector detail page. Common causes include expired credentials, network changes, or rate limiting by the Service Now API.

Get Started

Capabilities

All Integrations

Overview

Supported Capabilities

Prerequisites

Vendor Onboarding References

Generate API Credentials

Configure Webhook

Configure Connector in KODE OS

What Data You Get

Work Orders

Polling Schedule

Available Actions

Create Work Order

Example Request

Expected Result

Use Cases

Troubleshooting

​Overview

​Supported Capabilities

​Prerequisites

​Vendor Onboarding References

​Generate API Credentials

​Configure Webhook

​Configure Connector in KODE OS

​What Data You Get

​Work Orders

​Polling Schedule

​Available Actions

​Create Work Order

​Example Request

​Expected Result

​Use Cases

​Troubleshooting

Overview

Supported Capabilities

Prerequisites

Vendor Onboarding References

Generate API Credentials

Configure Webhook

Configure Connector in KODE OS

What Data You Get

Work Orders

Polling Schedule

Available Actions

Create Work Order

Example Request

Expected Result

Use Cases

Troubleshooting