---
title: "Install and set up the integration of 8x8 Work for ServiceNow"
slug: "install-and-set-up-the-integration-of-8x8-work-for-servicenow"
updated: 2026-07-23T10:06:34Z
published: 2026-07-23T10:06:34Z
canonical: "help.8x8.com/install-and-set-up-the-integration-of-8x8-work-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 of 8x8 Work for ServiceNow

Installing **8x8 Work 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-of-8x8-work-for-servicenow#install-the-integration-package).
- [Set up Open Authorization (OAuth)](/documentation/docs/install-and-set-up-the-integration-of-8x8-work-for-servicenow#set-up-open-authorization-oauth).
- [Set user permissions](/documentation/docs/install-and-set-up-the-integration-of-8x8-work-for-servicenow#set-user-permissions).

## Install the integration package

Once installed, 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/servicenow-dashboard(3).png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A21%3A08Z&se=2026-11-03T23%3A21%3A08Z&sr=c&sp=r&sig=x9kua48ew1Mt8W9hhRW%2BCnDy%2FyddXs6npCpTZdnx1Ys%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:

**<Domain URL of your ServiceNow instance>**/v_plugin.do?sys_id=com.sn_openframe

For example, the following URL would be used for the **ServiceNow** instance <https://dev72734.service-now.com>:

**<https://dev72734.service-now.com>**/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.
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.
7. Assign the security admin role by clicking your profile picture, and selecting **Elevate role** then **security_admin**.
8. Click **Save**.
9. On the **ServiceNow** dashboard, in the filter navigator, type <OpenFrame>.
10. Click **New**.

![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/install-new(1).png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A21%3A08Z&se=2026-11-03T23%3A21%3A08Z&sr=c&sp=r&sig=x9kua48ew1Mt8W9hhRW%2BCnDy%2FyddXs6npCpTZdnx1Ys%3D) The **OpenFrame Configurations** page displays.
11. In the displayed fields, enter the following information:
  - Enter the **Name** of your **8x8 Work**-OpenFrame configuration (such as "8x8 Integration").
  - Click and select the **Active** field.
  - Enter the **Width** and **Height** sizes (in pixels) for the phone icon associated with your integration. The default values are as follows:
    - **Width**: 205
    - **Height**: 800
  - Click the associated **Lock**![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon-lock_18x18(2).png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A21%3A08Z&se=2026-11-03T23%3A21%3A08Z&sr=c&sp=r&sig=x9kua48ew1Mt8W9hhRW%2BCnDy%2FyddXs6npCpTZdnx1Ys%3D)icon and enter a **8x8 Work** URL of the following format into the **URL** field, and enter your own **ServiceNow** instance in the appropriate section:

https://cloud8.8x8.com/mapanelweb/public/launcher/servicenow.html?companel=vo&integration=I3&instanceUrl=**<Domain URL of your ServiceNow instance>**&env=servicenow

For example, the following URL would be used for the **ServiceNow** instance <https://dev72734.service-now.com>:

[https://cloud8.8x8.com/mapanelweb/public/launcher/servicenow.html?companel=vo&integration=I3&instanceUrl=**https://dev72734.service-now.com**&env=servicenow](https://cloud8.8x8.com/mapanelweb/public/launcher/servicenow.html)

![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/install-url-added(1).png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A21%3A08Z&se=2026-11-03T23%3A21%3A08Z&sr=c&sp=r&sig=x9kua48ew1Mt8W9hhRW%2BCnDy%2FyddXs6npCpTZdnx1Ys%3D)
12. Click **Submit** to finish your integration configuration.
13. Click the **Phone** ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon-phone-servicenow_18x18(3).png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A21%3A08Z&se=2026-11-03T23%3A21%3A08Z&sr=c&sp=r&sig=x9kua48ew1Mt8W9hhRW%2BCnDy%2FyddXs6npCpTZdnx1Ys%3D) icon to confirm successful integration. The **8x8 Work** control panel pops up.

> [!NOTE]
> Important:
> 
> If you are on Chrome and do not see **8x8 Work for ServiceNow**, verify whether you have [configured Chrome for the integration](/documentation/docs/content-overview-8x8-work-for-servicenow#before-you-begin).

## 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-of-8x8-work-for-servicenow#oauth-import-file).
- [Set up OAuth settings in your **ServiceNow** domain](/documentation/docs/install-and-set-up-the-integration-of-8x8-work-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, click **All** from the top navigation menu, then enter <OAuth> in the **Filter Navigator** field.
3. From the search results, click **Application Registry**.

![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/sn-oauth-all.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A21%3A08Z&se=2026-11-03T23%3A21%3A08Z&sr=c&sp=r&sig=x9kua48ew1Mt8W9hhRW%2BCnDy%2FyddXs6npCpTZdnx1Ys%3D)
4. Right-click in the header of the registry list to open a drop-down menu.
5. From the drop-down displayed on the right-hand side, select **Import XML** to open an import prompt.

![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/sn-oauth-provider-options.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A21%3A08Z&se=2026-11-03T23%3A21%3A08Z&sr=c&sp=r&sig=x9kua48ew1Mt8W9hhRW%2BCnDy%2FyddXs6npCpTZdnx1Ys%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 Integrations Production**.
7. From the registry list, click the **8x8 Integrations 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(1).png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A21%3A08Z&se=2026-11-03T23%3A21%3A08Z&sr=c&sp=r&sig=x9kua48ew1Mt8W9hhRW%2BCnDy%2FyddXs6npCpTZdnx1Ys%3D)
> 
> ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/servicenow-application-showing-client-secret(1).png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A21%3A08Z&se=2026-11-03T23%3A21%3A08Z&sr=c&sp=r&sig=x9kua48ew1Mt8W9hhRW%2BCnDy%2FyddXs6npCpTZdnx1Ys%3D)

**To set up OAuth in your ServiceNow domain:**

1. In your **ServiceNow** homepage, enter <OAuth> 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(2).png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A21%3A08Z&se=2026-11-03T23%3A21%3A08Z&sr=c&sp=r&sig=x9kua48ew1Mt8W9hhRW%2BCnDy%2FyddXs6npCpTZdnx1Ys%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(1).png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A21%3A08Z&se=2026-11-03T23%3A21%3A08Z&sr=c&sp=r&sig=x9kua48ew1Mt8W9hhRW%2BCnDy%2FyddXs6npCpTZdnx1Ys%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(1).png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A21%3A08Z&se=2026-11-03T23%3A21%3A08Z&sr=c&sp=r&sig=x9kua48ew1Mt8W9hhRW%2BCnDy%2FyddXs6npCpTZdnx1Ys%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(3).png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A21%3A08Z&se=2026-11-03T23%3A21%3A08Z&sr=c&sp=r&sig=x9kua48ew1Mt8W9hhRW%2BCnDy%2FyddXs6npCpTZdnx1Ys%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(3).png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A21%3A08Z&se=2026-11-03T23%3A21%3A08Z&sr=c&sp=r&sig=x9kua48ew1Mt8W9hhRW%2BCnDy%2FyddXs6npCpTZdnx1Ys%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.

## 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(1).png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A21%3A08Z&se=2026-11-03T23%3A21%3A08Z&sr=c&sp=r&sig=x9kua48ew1Mt8W9hhRW%2BCnDy%2FyddXs6npCpTZdnx1Ys%3D)
3. In the search field under **Collection**, search for <sn_openframe_user>.

![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/add-role-search(2).png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A21%3A08Z&se=2026-11-03T23%3A21%3A08Z&sr=c&sp=r&sig=x9kua48ew1Mt8W9hhRW%2BCnDy%2FyddXs6npCpTZdnx1Ys%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(2).png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A21%3A08Z&se=2026-11-03T23%3A21%3A08Z&sr=c&sp=r&sig=x9kua48ew1Mt8W9hhRW%2BCnDy%2FyddXs6npCpTZdnx1Ys%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(1).png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A21%3A08Z&se=2026-11-03T23%3A21%3A08Z&sr=c&sp=r&sig=x9kua48ew1Mt8W9hhRW%2BCnDy%2FyddXs6npCpTZdnx1Ys%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 <user administration> in the **Filter Navigator** field.

![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/add-role-group-filter-navigator(1).png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A21%3A08Z&se=2026-11-03T23%3A21%3A08Z&sr=c&sp=r&sig=x9kua48ew1Mt8W9hhRW%2BCnDy%2FyddXs6npCpTZdnx1Ys%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(1).png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A21%3A08Z&se=2026-11-03T23%3A21%3A08Z&sr=c&sp=r&sig=x9kua48ew1Mt8W9hhRW%2BCnDy%2FyddXs6npCpTZdnx1Ys%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(1).png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A21%3A08Z&se=2026-11-03T23%3A21%3A08Z&sr=c&sp=r&sig=x9kua48ew1Mt8W9hhRW%2BCnDy%2FyddXs6npCpTZdnx1Ys%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(1).png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A21%3A08Z&se=2026-11-03T23%3A21%3A08Z&sr=c&sp=r&sig=x9kua48ew1Mt8W9hhRW%2BCnDy%2FyddXs6npCpTZdnx1Ys%3D)
7. In the search field under **Collection**, search for <sn_openframe>. The results should show <sn_openframe_api_user> and <sn_openframe_user>.

![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/add-role-search(3).png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A21%3A08Z&se=2026-11-03T23%3A21%3A08Z&sr=c&sp=r&sig=x9kua48ew1Mt8W9hhRW%2BCnDy%2FyddXs6npCpTZdnx1Ys%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(3).png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A21%3A08Z&se=2026-11-03T23%3A21%3A08Z&sr=c&sp=r&sig=x9kua48ew1Mt8W9hhRW%2BCnDy%2FyddXs6npCpTZdnx1Ys%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(1).png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A21%3A08Z&se=2026-11-03T23%3A21%3A08Z&sr=c&sp=r&sig=x9kua48ew1Mt8W9hhRW%2BCnDy%2FyddXs6npCpTZdnx1Ys%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(1).png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A21%3A08Z&se=2026-11-03T23%3A21%3A08Z&sr=c&sp=r&sig=x9kua48ew1Mt8W9hhRW%2BCnDy%2FyddXs6npCpTZdnx1Ys%3D)
11. Click **Update** to save the group.