Overview

ServiceNow is a cloud-based IT service management platform used by organizations to manage digital workflows, automate operations, and streamline IT, HR, and business processes.

Common uses for the Alchemer ServiceNow integration

• Personalize invites and surveys with data from ServiceNow records
• Use ServiceNow record fields in survey logic and branching
• Automate retrieval and updates of incidents, problems, change requests, and service catalog items
• Create new ServiceNow records from survey data
• Reduce manual data entry and record maintenance
• Keep ServiceNow records synchronized with key survey-driven updates

What can the Alchemer ServiceNow integration do?

• Get record
• Update record
• Create record

Supported ServiceNow tables

• Incident
• Problem
• Change Request
• SC Request
• SC Req Item
• SC Task

You will need

• ServiceNow OAuth credentials (Instance URL, Client ID, and Client Secret). More details in the authentication how-to guide.
• An Alchemer plan that includes integrations with the Integration Manager permission enabled.
  • Contact us if you are unsure if your plan includes integrations.

Setup Alchemer ServiceNow integration in surveys

ServiceNow | Get Record

You will need:

• ServiceNow OAuth credentials. More details in the authentication how-to guide.
• A survey field containing a unique identifier for the ServiceNow record you want to retrieve

Configure the action

1. Open your survey in Survey Builder.
2. Select Add New: Action.
3. In the Add Action modal, scroll to the Your Integrations section.
4. Select ServiceNow.
5. Select ServiceNow | Get Record.
6. ServiceNow | Authentication: Select an existing authentication or create a new one.
7. ServiceNow | Select table: Select the table that contains the record you want to retrieve (e.g., Incident, Problem, Change Request).
8. ServiceNow | Get Record: Select the Alchemer field(s) containing the unique identifier for the record you want to look up. Multiple fields will be combined with the AND operator.
9. ServiceNow | Get data back: Select the ServiceNow record fields you want returned to the survey. These values can personalize survey questions or drive logic.
10. Save the action.

Status codes

• 200: Successfully found record
• 201: Query ran successfully, but no records were found
• 202: Multiple records were found. The first record was used for the return
• 400: The external integration returned an error

ServiceNow | Update Record

You will need:

• ServiceNow OAuth credentials. More details in the authentication how-to guide.
• A survey field containing a unique identifier for the ServiceNow record you want to update

Configure the action

1. Open your survey in Survey Builder.
2. Select Add New: Action.
3. In the Add Action modal, scroll to the Your Integrations section.
4. Select ServiceNow.
5. Select ServiceNow | Update Record.
6. ServiceNow | Authentication: Select an existing authentication or create a new one.
7. ServiceNow | Select table: Select the table that contains the record you want to update (e.g., Incident, Problem, Change Request).
8. ServiceNow | Find Record: Select the Alchemer field(s) containing the unique identifier for the record you want to update. Multiple fields will be combined with the AND operator.
9. ServiceNow | Update Record: Map Alchemer fields to the ServiceNow record fields you want to update.
10. ServiceNow | Get data back: Select metadata fields (e.g., message, status code) to return. These can be used to help debug your action setup.
11. Save the action.

Status codes

• 200: Successfully updated record
• 201: Query ran successfully, but no records were found
• 202: Multiple records were found. No records were updated
• 400: The external integration returned an error

ServiceNow | Create Record

You will need:

• ServiceNow OAuth credentials. More details in the authentication how-to guide.
• Survey fields containing the data needed to populate the new ServiceNow record

Configure the action

1. Open your survey in Survey Builder.
2. Select Add New: Action.
3. In the Add Action modal, scroll to the Your Integrations section.
4. Select ServiceNow.
5. Select ServiceNow | Create Record.
6. ServiceNow | Authentication: Select an existing authentication or create a new one.
7. ServiceNow | Select table: Select the table where the new record will be created (e.g., Incident, Problem, Change Request).
8. ServiceNow | Create Record: Map Alchemer fields to the ServiceNow record fields you want to populate.
9. ServiceNow | Get data back: Select metadata fields (e.g., message, status code) to return. These help with debugging your integration.
10. Save the action.

Status codes

• 200: Successfully created record
• 400: The external integration returned an error

Testing and Troubleshooting

Testing and Validation

How to test

• Submit a survey response with data that triggers the integration action.
• Confirm the expected record activity in ServiceNow (created, updated, or retrieved).
• Use returned metadata to validate successful behavior.

How to verify results

• Inspect the affected ServiceNow record.
• Ensure all retrieved or updated values match expectations.

Monitoring Integration Activity

Where to find logs

• Go to Results → Individual Responses.
• Select the response you want to inspect.
• Open the Action Log tab.

What logs display

• Success or failure status
• Timestamp
• Input and output values
• Returned status codes from ServiceNow

Troubleshooting

Authentication issues

• Incorrect or expired OAuth credentials
• Client ID or Client Secret not matching the ServiceNow OAuth application
• User lacks permission to access or modify the target ServiceNow table

Lookup failures

• Invalid or missing unique record identifier
• No matching record found in the selected table

Mapping errors

• Invalid field types or unsupported values for the selected table
• Incorrect formatting (e.g., date fields must match ServiceNow expected formats)

API errors

• Validation issues from the ServiceNow API
• Endpoint or table access restrictions

FAQs