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Aha! Develop | Integrate with ServiceNow

ServiceNow helps companies automate and consolidate digital workflows. Many of our customers rely on ServiceNow's platform to simplify how feedback and requests are captured — and they manage those requests in their Aha! account. The ServiceNow integration, called the Aha! spoke, makes it possible to automatically bring data into your Aha! account, and keep it in sync between the two tools.

This integration was built by ServiceNow and is fully customizable. ServiceNow provides triggers and actions built around the Aha! API. You can use their flow designer to specify exactly how you want data to move from ServiceNow to your Aha! account, and vice versa.

The sample flow in ServiceNow's Aha! spoke allows for ideas capture — traditionally the focus of Aha! Roadmaps and Aha! Ideas — so that your ideas portal can reflect any ideas that come from Service now, and send back automatic updates as ideas progress through the development cycle. But the Aha! spoke applies to many Aha! record types, from features to users, releases to to-dos. You can create custom ServiceNow flows to:

  • Update features with development team progress.

  • Import and update Aha! account users.

In this article, we will cover the basic configuration of the ServiceNow integration. If your company relies on ServiceNow, talk to your internal ServiceNow Platform Owner to set up custom ServiceNow flows that can automate your needs.

Click any of the following links to skip ahead:

Prerequisites

Integration type

  • Two-way Note: The sample flow is one-way.

Aha! level

  • Account: webhooks

  • Personal: OAuth registration

Required permissions and versions

Aha! account:

ServiceNow:

Note: To make sure you have the right ServiceNow entitlements for this integration, please contact your internal ServiceNow Platform Owner.

Associated record types

  • Workspaces / Teams (called "Products" in the ServiceNow documentation)

  • Releases / Schedules

  • Epics

  • Features / Activities

  • To-dos (called "Tasks" in the ServiceNow documentation)

  • Users

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Register an OAuth application in your Aha! account

To get started, you need to create a new OAuth application in your Aha! account. Make sure that you have Aha! administrator user permissions and that you have owner access to the workspace(s) and records that you want to use for the integration.

To register an OAuth application:

  • Navigate to Settings ⚙️ Personal Developer.

  • Click on the OAuth applications tab.

  • Click Register OAuth application.

    • Name your new application.

    • Provide a Redirect URI in the following format: https://instance/oauth_redirect.do where instance is the name of your ServiceNow instance.

  • Click Create to register your OAuth application.

Note the Client ID and Client Secret fields for use in the next step.

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Set up ServiceNow instance

This integration was created by ServiceNow, so most of the configuration happens there. Start by reviewing their integration overview article to make sure you meet all the prerequisites.

Then, follow their instructions for setting up the ServiceNow instance for your Aha! account. Follow their instructions, using the Client ID and Client Secret fields you copied from the previous step.

This done, you have access to the ServiceNow Aha! spoke, including a sample flow to capture ideas in ServiceNow, then create them as Aha! ideas. Customize this example flow to fit your needs, or create a new one using the ServiceNow flow designer for a different use case.

If you get stuck, reach out to your ServiceNow Platform Owner and talk through your goals and any confusion.

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Best practices

Whether you use this integration to capture ideas or have customized it for your own needs, there are few tips that will help further structure your integration for success:

  • You may want to add a custom URL field on the custom layout in your Aha! account to show a link back to the original request in ServiceNow.

  • If desired, you can create a custom action in ServiceNow to subscribe a user to idea updates from your Aha! account using the Aha! subscription API.

  • Configure webhooks to show the latest Aha! ideas portal updates in ServiceNow.

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Support

If you run into trouble with this integration, make sure you reach out to the appropriate experts.

Aha!

ServiceNow

  • Aha! API questions

  • Registering an OAuth in your Aha! account

  • Add a custom URL field to your custom layout

  • Setting up the ServiceNow instance

  • Creating custom flows (or modifying the sample flow)

  • Configuring webhooks

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Suite overview
Aha! Roadmaps
Aha! Ideas
Aha! Develop
    Develop