Key Results from ServiceNow


You may be tracking a KR that's related to progress towards ticket backlog, ticket resolution time, or some other key aspect of ticket reduction in ServiceNow. In this case, you can automate the tracking of progress based on the real-time updates in ServiceNow. Our KR automation pulls data from ServiceNOW daily to ensure that data in WorkBoard is reflecting the current state of data.

The ServiceNOW connector works as is out-of-the-box with basic username and password. In order to enable OAuth, each user will need to have the client ID, client Secret, and redirect URL used for the OAuth setup. These assets are available from a ServiceNow admin. 

Configuring a Data Connector

Prior to setting up a new Key Result data connector, your organization’s IT Administrator may need to approve the connector if there is an approval configuration. Once enabled, any user can have their Key Results measure progress from that specific connector. 

  1. Create a new Key Result by selecting the kebab menu (3 dots) next to the applicable Objective.
    • If the Objective hasn't been created, simply select Create > Team Objective or Personal Objective, then enter your Key Result name.
  2. Select Edit Settings from the dropdown. 
  3. Click Add another key result and enter your Key Result name.
  4. Select Advanced options, then Pull data from external applications. 
  5. Choose the applicable data source from one of the options:Screenshot 2023-07-18 at 11.55.14 AM.png
  6. Log in to the application by inputting your credentials. 
    • Please note that for some applications, you will also need to create an API key or provide OAuth2 information. This information is Read Only. 
  7. Once enabled, your Key Results will automatically update based on the update cadence specified in the Key Result's configuration.
  8. If you need to manually sync an update, use the Sync Integration Data option from the kebab menu (three dots) in the upper right-hand corner of the Key Result details page.

Setting up a Key Result from ServiceNow

  1. After following steps 1-2 above, sign in using OAuth or a Personal Access Token.
    • Basic Auth: Basic authentication requires that users know their ServiceNOW URL and username and password. The ServiceNOW URL will be in the URL bar of your ServiceNOW home screen and will follow the format given in the form field.
    • OAuth: In order to leverage OAuth you will need to have security admin permissions within ServiceNOW. If you are a security administrator, follow the on-screen setup instructions to walk through the setup of app approval. Note that because the OAuth approval flow requires credentials that only admins have, other users will need to rely on username and password for access. 
  2. After signing in, search and select the Scorecard that you want to pull data from.
    • Search Scorecards by name. If none are found, adjust search terms, check spelling, and verify that the credentials have access to the desired Scorecard data.
  3. Select Preview Result for real-time validation of data before connecting.
  4. Choose Connect to set up ServiceNow integration. 
  5. Enter the remaining Key Result details, then select an Update Cadence to determine how often WorkBoard will sync to pull the latest value for your Key Result.
    Note: Update cadence has the same options you would find for Key Results updated by a person (i.e., Daily, Weekly, Monthly, and Quarterly).
  6. When finished, select Save to lock in the settings for your Key Result, then Done to apply these changes to your Objective.

Synchronize Data from ServiceNow

WorkBoard will effortlessly sync Key Result updates directly from the data connector based on the specified update cadence. You can manually sync Key Result updates, if needed, in two ways:

Force a Sync on a Single Key Result:

  1. Select Key Result to navigate to the Key Results Details page.
  2. Click the kebab menu (3 dots) in the upper right-hand corner of the page.
  3. Select Sync Integration Data.

Force a Sync for all Key Result Integrations:

  1. From the My Objectives Page, select the kebab menu in the upper right-hand corner.
  2. Select Sync Integration Data.

Frequently Asked Questions

What are the scopes of access that WorkBoard receives when I integrate a Key Result connector?

The scope of access is Read Only, which is bounded by the user integrating with the service.

Will the Key Result connector pull in historic updates?

No, the connector does not have the automated ability to post historic updates to Key Results. The update always goes to the present interval due for the Key Result.

  • Please note that KPI integrations will only deliver updates that are currently due, meaning data pulled in Month X will have the timestamp 'Month X'.
    • As a workaround, multi-target KRs can divide a Key Result into distinct named intervals such as 'August', 'September', 'October', etc. The 'July' interval, for instance, would encompass the start/end dates for data collection (August 1st - August 31st). Despite being named 'July', the data collection would actually occur within the timeframe of August.

When will the connector update my Key Result?

The integration will update based on the update frequency set up for the Key Result (e.g. weekly updates weekly, daily updates daily, etc.). The integration scheduler operates on a twice-daily basis, offering two opportunities for updates to ensure data accuracy. To optimize efficiency, the scheduler skips updates for Key Results (KRs) that are not due for updates, to prevent redundant data updates and maintaining a streamlined process.

When does ServiceNow update?

1:15am PST and 1:15pm PST.

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