--- title: "Install and set up the integration for ServiceNow" slug: "install-and-set-up-the-integration-for-servicenow" updated: 2026-07-23T10:07:04Z published: 2026-07-23T10:07:04Z canonical: "help.8x8.com/install-and-set-up-the-integration-for-servicenow" --- > ## Documentation Index > Fetch the complete documentation index at: https://help.8x8.com/llms.txt > Use this file to discover all available pages before exploring further. # Install and set up the integration for ServiceNow Installing **8x8 Contact Center for ServiceNow** is a one-time task for the administrator. See how you can: - [Install the integration package](/documentation/docs/install-and-set-up-the-integration-for-servicenow#install-the-integration-package). - [Set up Open Authorization (OAuth)](/documentation/docs/install-and-set-up-the-integration-for-servicenow#set-up-open-authorization-oauth). - [Set user permissions](/documentation/docs/install-and-set-up-the-integration-for-servicenow#set-user-permissions). > [!NOTE] > Note: > > At this time, email queues for agents are not available with this version of **8x8 Contact Center for ServiceNow**. Future versions will provide this capability. ## Install the integration package Once installed and configured, the integration is available to all your **ServiceNow** agents. **To install the integration package:** 1. Log in to **ServiceNow** as an administrator. Your **ServiceNow** dashboard displays. Note the domain URL of your **ServiceNow** instance in the URL bar of your browser. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/dashboard(1).png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A20%3A15Z&se=2026-11-03T23%3A20%3A15Z&sr=c&sp=r&sig=wj%2BE7uezRXHDKJj9oOpsME8QfF4FeG%2ByqeYhveJwrk0%3D) 2. In a new tab, enter a URL of the following format, and include the name of your own **ServiceNow** instance in the appropriate section: ****/v_plugin.do?sys_id=com.sn_openframe For example, the following URL would be used for the **ServiceNow** instance : ****/v_plugin.do?sys_id=com.sn_openframe 3. Under the **Related Links** section of the **System Plugin > Openframe** page that opens when you enter your URL, click **Activate/Repair** to open a prompt. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/install-related-links.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A20%3A15Z&se=2026-11-03T23%3A20%3A15Z&sr=c&sp=r&sig=wj%2BE7uezRXHDKJj9oOpsME8QfF4FeG%2ByqeYhveJwrk0%3D) 4. At the prompt, click **Activate** to confirm. You see a progress bar that fills in as Openframe is activated. 5. When Openframe is activated, click **Close & Reload Form**. 6. Open your **ServiceNow** dashboard, and access the **Filter Navigator** search field. If you had it previously opened, refresh the browser screen. 7. Search for . 8. Select **Configurations** under OpenFrame. > [!NOTE] > Note: > > Make sure you click the word **Configuration** instead of ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/edit-icon_16x18(1).png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A20%3A15Z&se=2026-11-03T23%3A20%3A15Z&sr=c&sp=r&sig=wj%2BE7uezRXHDKJj9oOpsME8QfF4FeG%2ByqeYhveJwrk0%3D) to achieve the right results at the end. 9. Click **New**. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/install-new.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A20%3A15Z&se=2026-11-03T23%3A20%3A15Z&sr=c&sp=r&sig=wj%2BE7uezRXHDKJj9oOpsME8QfF4FeG%2ByqeYhveJwrk0%3D)The **OpenFrame Configuration** page displays. 10. In the displayed fields enter the following information: - Enter the **Name** of your **8x8 Contact Center**-OpenFrame configuration (such as "8x8 Integration"). - Click and select the **Active** field. - Enter the **Width** and **Height** size (in pixels) for the phone icon associated with your integration. The default values are as follows: - **Width**: 205 - **Height**: 800 - **URL:** Click the associated **Lock** ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon-lock_18x18.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A20%3A15Z&se=2026-11-03T23%3A20%3A15Z&sr=c&sp=r&sig=wj%2BE7uezRXHDKJj9oOpsME8QfF4FeG%2ByqeYhveJwrk0%3D) icon and enter a **8x8 Contact Center** URL of the following format into the **URL** field, and enter your own **ServiceNow** instance and **8x8 Contact Center** tenant in the appropriate sections: https://cloud8.8x8.com/mapanelweb/public/launcher/servicenow.html?companel=vcc&integration=I3&instanceUrl=****&vccDomain=****&env=servicenow For example, the following URL would be used for the **ServiceNow** instance , integrated with the **8x8 Contact Center** tenant : https://cloud8.8x8.com/mapanelweb/public/launcher/servicenow.html?companel=vcc&integration=I3&instanceUrl=**https://dev72734.service-now.com**&vccDomain=**https://sso.8x8.com/login/vcc-na2**&env=servicenow ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/install-url-added.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A20%3A15Z&se=2026-11-03T23%3A20%3A15Z&sr=c&sp=r&sig=wj%2BE7uezRXHDKJj9oOpsME8QfF4FeG%2ByqeYhveJwrk0%3D) > [!NOTE] > Note: > > If a customer is on an na6 cluster and a mode 3 tenant, the vccDomain is: `https://sso.8x8.com/login/vcc` instead of `https://sso.8x8.com/login/vcc-na6`[.](https://sso.8x8.com/login/vcc) 11. Click **Submit** to finish your integration installation. Refresh your browser. 12. Click the **Phone** ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon-phone-servicenow_18x18(1).png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A20%3A15Z&se=2026-11-03T23%3A20%3A15Z&sr=c&sp=r&sig=wj%2BE7uezRXHDKJj9oOpsME8QfF4FeG%2ByqeYhveJwrk0%3D) icon to confirm successful integration. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/install-phone-confirm_thumb_0_125.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A20%3A15Z&se=2026-11-03T23%3A20%3A15Z&sr=c&sp=r&sig=wj%2BE7uezRXHDKJj9oOpsME8QfF4FeG%2ByqeYhveJwrk0%3D) The **8x8 Contact Center** integration panel pops and displays. You have successfully installed the integration package when you see the **8x8 Contact Center** integration app. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/install-success.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A20%3A15Z&se=2026-11-03T23%3A20%3A15Z&sr=c&sp=r&sig=wj%2BE7uezRXHDKJj9oOpsME8QfF4FeG%2ByqeYhveJwrk0%3D) > [!WARNING] > Important: > > If you are on Chrome and do not see **8x8 Contact Center for ServiceNow**, verify whether you have [configured Chrome for the integration](/documentation/docs/content-overview-8x8-contact-center-for-servicenow#before-you-begin). Allow pop-up window to open and then click the URL before you click "Done" to relaunch the required pop-up for this application. If you still have not received the pop-up window, clear browsing data (cookies, and other site data) for the last number of hours to delete browsing data for all sites for that period. ## Set up Open Authorization (OAuth) Open Authorization (OAuth) is an open standard for token-based authentication and authorization on the Internet. OAuth enables an end user's account information to be used by third-party services without exposing the user's password. To set up OAuth, you must: - [Import the XML file containing the integration Client ID and Client Secret](/documentation/docs/install-and-set-up-the-integration-for-servicenow#oauth-import-file). - [Set up OAuth settings in your **ServiceNow** domain](/documentation/docs/install-and-set-up-the-integration-for-servicenow#oauth-setup). **To import and access the Client ID and Client Secret needed for OAuth setup:** 1. Download the XML file provided to you by 8x8. This XML file contains the **Client ID** and **Client Secret** values you need in order to set up OAuth. 2. In your **ServiceNow** homepage, search for in the **Filter Navigator** field. 3. From the search results, click **Application Registry** to display your **Application Registries** list. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/servicenow-application-registries.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A20%3A15Z&se=2026-11-03T23%3A20%3A15Z&sr=c&sp=r&sig=wj%2BE7uezRXHDKJj9oOpsME8QfF4FeG%2ByqeYhveJwrk0%3D) 4. Right-click in the header of the registry list to open a drop-down menu. 5. From the drop-down, select **Import XML** to open an import prompt. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/servicenow-application-registries-import-xml.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A20%3A15Z&se=2026-11-03T23%3A20%3A15Z&sr=c&sp=r&sig=wj%2BE7uezRXHDKJj9oOpsME8QfF4FeG%2ByqeYhveJwrk0%3D) 6. At the prompt, click **Choose file**, select the XML file you downloaded, and click **Upload** to confirm. Your **Application Registries** list now shows the XML file, which is called **8x8 Production**. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/servicenow-application-registries-production.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A20%3A15Z&se=2026-11-03T23%3A20%3A15Z&sr=c&sp=r&sig=wj%2BE7uezRXHDKJj9oOpsME8QfF4FeG%2ByqeYhveJwrk0%3D) 7. From the registry list, click the **8x8 Production** file to open a page that includes the **Client ID** and **Client Secret** information you need to set up OAuth in your **ServiceNow** domain. > [!NOTE] > Note: > > If the **Client Secret** value shows up as blank, ensure that you are editing the file via your **ServiceNowGlobal application**. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/servicenow-application-show-client-secret.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A20%3A15Z&se=2026-11-03T23%3A20%3A15Z&sr=c&sp=r&sig=wj%2BE7uezRXHDKJj9oOpsME8QfF4FeG%2ByqeYhveJwrk0%3D) > > ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/servicenow-application-showing-client-secret.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A20%3A15Z&se=2026-11-03T23%3A20%3A15Z&sr=c&sp=r&sig=wj%2BE7uezRXHDKJj9oOpsME8QfF4FeG%2ByqeYhveJwrk0%3D) **To set up OAuth in your ServiceNow domain:** 1. In your **ServiceNow** homepage, enter in the **Filter Navigator** field. 2. From the search results, click **Application Registry** to display your **Application Registries** list. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/servicenow-application-registries(1).png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A20%3A15Z&se=2026-11-03T23%3A20%3A15Z&sr=c&sp=r&sig=wj%2BE7uezRXHDKJj9oOpsME8QfF4FeG%2ByqeYhveJwrk0%3D) 3. Click **New**. The **What kind of OAuth application?** menu displays. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/servicenow-what-kind-of-oauth.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A20%3A15Z&se=2026-11-03T23%3A20%3A15Z&sr=c&sp=r&sig=wj%2BE7uezRXHDKJj9oOpsME8QfF4FeG%2ByqeYhveJwrk0%3D) 4. Click **Create an OAuth API endpoint for external clients**. The **Application Registries New Record** form displays. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/servicenow-application-registries-new-record.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A20%3A15Z&se=2026-11-03T23%3A20%3A15Z&sr=c&sp=r&sig=wj%2BE7uezRXHDKJj9oOpsME8QfF4FeG%2ByqeYhveJwrk0%3D) 5. Complete the form by entering your information in the respective fields. - **Name**: This is the unique name for your application. - **Client ID**: This information is generated automatically in the XML file you downloaded previously. - **Client Secret**: This information is generated automatically in the XML file you downloaded previously. - **Application**: Accept the default global value. - **Accessible from**: Select either **All application scopes** or **This application scope only**. - **Active**: Select the check box to activate the integration. - **Refresh Token Lifespan**: Enter the number <998,640,000> as the value. - **Access Token Lifespan**: Enter the number <998,640,000> as the value. - **Redirect URL**: Click the **Lock** ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon-lock_18x18(1).png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A20%3A15Z&se=2026-11-03T23%3A20%3A15Z&sr=c&sp=r&sig=wj%2BE7uezRXHDKJj9oOpsME8QfF4FeG%2ByqeYhveJwrk0%3D) icon to unlock the field, and copy and enter the following URL: https://cloud8.8x8.com/maestro/public/v2.0/loginredirect Click the icon again to lock your entry. - **Logo URL**: Click the **Lock** ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon-lock_18x18(1).png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A20%3A15Z&se=2026-11-03T23%3A20%3A15Z&sr=c&sp=r&sig=wj%2BE7uezRXHDKJj9oOpsME8QfF4FeG%2ByqeYhveJwrk0%3D) icon to unlock the field, and enter the following URL: https://www.8x8.com/wp-content/uploads/2017/02/8x8-logo-mobile.svg Click the icon again to lock your entry. 6. Click **Submit** to save your OAuth registry entry. 7. Refresh your browser. ## Set user permissions A **ServiceNow** administrator must ensure all users of the 8x8 integration are assigned the following roles so that they can view the openframe and launch the integration panel: - sn_openframe_user - sn_openframe_api_user You can add these roles to users individually or as a group. Once users are assigned roles using either method, they can access the 8x8 integration. **To add roles to users individually:** 1. Go to **Organization > Users** and select the user profile. 2. Scroll down to the bottom of the page, open the **Roles** tab, and click **Edit**. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/add-role-individual-roles-tab.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A20%3A15Z&se=2026-11-03T23%3A20%3A15Z&sr=c&sp=r&sig=wj%2BE7uezRXHDKJj9oOpsME8QfF4FeG%2ByqeYhveJwrk0%3D) 3. In the search field under **Collection**, search for . ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/add-role-search.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A20%3A15Z&se=2026-11-03T23%3A20%3A15Z&sr=c&sp=r&sig=wj%2BE7uezRXHDKJj9oOpsME8QfF4FeG%2ByqeYhveJwrk0%3D) 4. Select this result, and click the arrow that points to the right to assign this role to the user. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/add-role-assign.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A20%3A15Z&se=2026-11-03T23%3A20%3A15Z&sr=c&sp=r&sig=wj%2BE7uezRXHDKJj9oOpsME8QfF4FeG%2ByqeYhveJwrk0%3D) 5. **Save** the role assignment to reopen the **User** page. The roles you selected are added to the user. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/add-role-individual-roles-list.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A20%3A15Z&se=2026-11-03T23%3A20%3A15Z&sr=c&sp=r&sig=wj%2BE7uezRXHDKJj9oOpsME8QfF4FeG%2ByqeYhveJwrk0%3D) 6. Click **Update** to save this role for the user. **To add roles to users as a group:** 1. In your **ServiceNow** homepage, enter in the **Filter Navigator** field. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/add-role-group-filter-navigator.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A20%3A15Z&se=2026-11-03T23%3A20%3A15Z&sr=c&sp=r&sig=wj%2BE7uezRXHDKJj9oOpsME8QfF4FeG%2ByqeYhveJwrk0%3D) 2. From the search results, select **Groups**. 3. Select **New** in the top bar. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/add-role-group-new-group.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A20%3A15Z&se=2026-11-03T23%3A20%3A15Z&sr=c&sp=r&sig=wj%2BE7uezRXHDKJj9oOpsME8QfF4FeG%2ByqeYhveJwrk0%3D) 4. Fill out the basic group information as appropriate for your deployment, and select **Submit** to reopen the **Groups** page. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/add-role-group-submit-info.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A20%3A15Z&se=2026-11-03T23%3A20%3A15Z&sr=c&sp=r&sig=wj%2BE7uezRXHDKJj9oOpsME8QfF4FeG%2ByqeYhveJwrk0%3D) 5. In the **Groups** page, select the group you just created to continue editing it. 6. Scroll down to the bottom of the page, open the **Roles** tab, and click **Edit**. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/add-role-group-edit-roles.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A20%3A15Z&se=2026-11-03T23%3A20%3A15Z&sr=c&sp=r&sig=wj%2BE7uezRXHDKJj9oOpsME8QfF4FeG%2ByqeYhveJwrk0%3D) 7. In the search field under **Collection**, search for . The results should show and . ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/add-role-search(1).png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A20%3A15Z&se=2026-11-03T23%3A20%3A15Z&sr=c&sp=r&sig=wj%2BE7uezRXHDKJj9oOpsME8QfF4FeG%2ByqeYhveJwrk0%3D) 8. Select both of these results, and click the arrow that points to the right. Both entries should move to the right-hand side, and the **Groups** page reopens. The roles you selected are added to the group. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/add-role-assign(1).png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A20%3A15Z&se=2026-11-03T23%3A20%3A15Z&sr=c&sp=r&sig=wj%2BE7uezRXHDKJj9oOpsME8QfF4FeG%2ByqeYhveJwrk0%3D) 9. At the bottom of the page, open the **Group Members** tab and click **Edit**. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/add-role-group-members.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A20%3A15Z&se=2026-11-03T23%3A20%3A15Z&sr=c&sp=r&sig=wj%2BE7uezRXHDKJj9oOpsME8QfF4FeG%2ByqeYhveJwrk0%3D) 10. In the search field under **Collection**, search to find and add users to the group. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/add-role-group-members-search.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A20%3A15Z&se=2026-11-03T23%3A20%3A15Z&sr=c&sp=r&sig=wj%2BE7uezRXHDKJj9oOpsME8QfF4FeG%2ByqeYhveJwrk0%3D) 11. Click **Update** to save the group.