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Sapling - ServiceNow Integration Guide

Matt Troy
Updated

Introduction

The Kallidus Sapling platform helps HR and People Operations teams automate and streamline administrative tasks so they can focus on employee experience,  retention, and creating an amazing culture for the most successful teams.

With our ServiceNow integration, tasks created in Sapling are sent to the Service Catalog in ServiceNow, where the task state, short description, and description stay automatically synced between both systems.

This KB article covers the following topics:

How It Works

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Overview

Once you have the ServiceNow integration enabled, Admin and Super Admin users can confirm which Tasks should be sent to become ServiceNow tasks.

This is done on the Workflows tab in Sapling. When creating a new task (or modifying an existing task) - change the "Assigned" to ServiceNow. Once assigned to ServiceNow, you will see the ServiceNow icon as the task owner of the task. This means that when we assign the task, it will be sent to ServiceNow. Tasks can be assigned in the onboarding or offboarding flows, or on the Tasks Page.

 

Setting up the Integration

Step #1: Enable the ServiceNow Integration in Sapling

  1. Navigate to the Integrations → Productivity →  ServiceNow
  2. Enable the ServiceNow Integration
  3. Enter your ServiceNow domain and administrator credentials
    • Please note: the integration can only connect to production instances of ServiceNow - developer instances of ServiceNow are not supported at this time. 
  4. Configure your Location, Department, and Employment Status filters
  5. Click "Next" and "Activate" to finish the integration

Step #2: Confirm the Integration settings

  1. Apply any Group Filters if necessary (Group Filters help you enable this integration for only certain groups of team members)
  2. Click Next to review your setup, then Activate

Data Flow Overview

Step #1: Configure your Sapling tasks to be assigned to ServiceNow

  1. Navigate to the Workflows 
  2. When creating a new task (or modifying an existing task) - change the Assigned to ServiceNow

Step #2: Assign a task in Sapling

  1. Once assigned to ServiceNow, you will see the ServiceNow icon as the task owner of the task.
  2. Then that task will be sent to ServiceNow. Tasks can be assigned in the onboarding or offboarding flows, or on the Tasks Page.

Step #3: Action the Catalog Task in ServiceNow

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  1. Navigate to the Catalog Task
  2. You should see the task coming over from Sapling by the short description
  3. When the task is completed in Sapling, then the task will be completed in ServiceNow and vice versa

Integration Fields

The task sent to ServiceNow contains the following:

  • Name of the Task with the New Hire Name appended to the Task
  • Description of the Task
  • Status of the Task

Key Factors to be aware of

Tasks can be updated in either system

  • When a task is completed in ServiceNow, the corresponding task in Sapling will be updated after 1 hour. So if the task is completed in Servicenow at 3:00 pm, it will be marked as completed in Sapling at 4:00 pm.
  • When a task is completed in Sapling, the corresponding task in ServiceNow will automatically be updated.

Tokens in Tasks

  • If a token is not filled out when the task is assigned to ServiceNow, it will come over as a blank field.
  • Updating the token in Sapling, will not update the field in ServiceNow.

Assignee Management

  • When a task is created in ServiceNow, it will use the ServiceNow default rules for assignment or be unassigned.

Ticket Deletion Management

  • If a task that is assigned to ServiceNow is deleted in Sapling, then the ServiceNow ticket will also be deleted in ServiceNow.

Filters in Sapling

Sapling supports filtering, and allows you to identify what team members' tasks you want to send to ServiceNow based on the following group filters:

  • Location
  • Department
  • Employment Status

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