[Music] [Applause] [Music] will now be recorded okay so so I started my career as a Python developer and startup and then I joined as a service no developer and developer bitten and two three and a half years so yeah that's pretty much about me and I've been mostly implementing service portals and integrations from scratch so yeah so just to get an overview like ticket audience like how everyone is like if is any everyone accustomed with service now and the water modules you have been working with can I get a brief introduction on that so here so we got myself funny so right now like I'm currently working as the developer and so far I work for you know almost like you know only on the idea some modules like it's a problem and change and most of the Adamic projects I worked on you know catalog items like you know service catalogs and they know like some kind of business catalogs and all and apart from this I worked on one integration which is for the rest integration which it out put it tool called wat Allah and you know that's Allah base no experience I have ServiceNow modules okay so you've used virtually with soap integration right yeah yeah okay and okay it was nice to hear from you for ninja and anybody wants to go next hey I'm working I'm working with an idea and we are the MSB of in Australia and I've been working on service now for Cattrall items like basic catalog item as well as your mid server integration with you know possibly 65 and 80 okay that's good next so brightly everyone yeah yeah go continue Island yeah so just to introduce us like I have worked on development part with the ITSM that is what Kununurra told incident problem change and a few of the catalog items and interested to work on integration having a basic knowledge of or scripted stay PA not something with soap but yeah a bit of script interesting yeah I have worked on and some of the out of the box so REST API Explorer I have have gone through that's it okay so I'm assuming that so we have a big crowd so I cannot ask everybody to give the interaction so just to sum it up that everybody is accustomed without development in service the works and how integrations are so am i right yes where we go ahead yeah so can anybody tell me what integration is like what is the main purpose why we integrate ServiceNow to third party systems can anybody you give them give me a brief about it Oh if I would like to start is like exchanging data between two systems okay and why is that easily why is that necessary that means I didn't didn't understood your question so you say that it's a just exchange of data right so why do we exchange the data like what is the main purpose behind that at least some time we need to send it to be some time we need said it was now traitor to some others reward someone of the system or some time we need some data from the external circle so then integration picture comes ok so like what is integration is so suppose we have service now right so here is the platform that with cloud-based suppose we want to have an integration with suppose as when you state that is over Atilla right so what illa is a a telephonic network platform that has some data and we want to integrate with so it's not with that so for example for example when incidents get created in service now we want to seem incident to get inserted into what Silla so that the support system the support personals who will be appointed by what Allah can work on that right so in order to do that thing so whenever a integral Siddhant comes into service now whenever use allows an incident into service now we have to send the same incident with all without attachments to virtual systems right so this phenomenon like whenever our integration or incident comes into picture and we have to send the entire details that the user has filled to the other system or to get the information from the third parties tool to service now we call this as an integration so integration can be of one directional bi-directional and a bonding so can anybody just tell me what they understand by the terms unidirectional by dimensional and what is a bonding for my nose like so look like I know only the bi-directional integration because we have done by additional integration for what Allah so basically like they have created remain as you have mentioned like you know the incident which carry over from the external you know third-party tool to service now and once engine got created and if it is you know like result or in any toast canceled on the state so we sent of Atilla like I end up you know these we created a kind of request on there and so it's a kind of you know can say I'm not sure exactly the word it's a like like I I would be like I can say this mentioning that Aquino incident got to know like Rizal or something like that so what they'd look it up we will send a I know like message or notification to the third party to what illness sake that I know it got resolved so on that all right right so not only a message what you'll be sending is a request body that will tell Marilla that request got resolved in ServiceNow N and what they'll do is they'll also process the same request body and their closed-door ticket on their behalf right so what so yeah so unidirectional layers whenever we have to only send the data from ServiceNow to the third party system right so we do not expect the ticket to be updated is going to be updated from the third party system to ServiceNow okay and then we have the bi-directional that Fannin visaed rightly that whenever our ticket is getting treated in what you know it's getting inserted into service now and whenever it's resolved in service now we are also sending the response a request to the whatever systems that the ticket call result please close it from your behalf also right and what is the bonding is for example we have an integration between two ServiceNow instances there are multiple scenarios where customers will have multiple ServiceNow instances and for example they want that whenever incident is getting created in one system the other system or the other instance of service no should also get the same ticket right because mostly it comes into picture when two acquired companies right I'm a parent company of acquired a child company and I want all the tickets that are assigned to that greater in child company to be also created in a parent company right so in that scenario we do a bonding kind of integration where each and every update suppose water is added the whoever is working on the ticket updates something on the incident also should all get updated in the parent company's incident so this kind of integration is called avoiding integration right and also we can send attachments using integrations so some people I heard that they have bought an integration so can anybody just beat me that what are the mandatory or the required things that we need to carry out an integration basically like we need before her I'm just giving my you know knowledge like what when I was done on this and yeah I'll just give me an overview like what all things you know so that I can dive deep into it just tell me under be if like a yeah so because like you know there are some scenarios like you know for example in service now we have will take I'll take an example we have one feel call you know priority but in there and they have a you know feel hostile severity so we need to make sure to map the fields first that is the one step I remember our step and another thing and we created a Vistal between the two systems to get connected through the web service and yeah this also week I can remember yeah yeah no shows somebody wants to give a try it seemed to know okay fine so just to start with it so what all things we need to carry out in integration so service now as I said is a cloud-based application right so we are deciding on the cloud and so whenever we are trying to connect to some third party what we need is first the URL right the URL will be connecting to that is the first sim priority that we need because we cannot just I'm talking about our rest or so based integration right so we have to have the URL which we'll be connecting to establish the integration right then we need the authentication so authentication plays a very vital role in integrations because how the third party will come to know that the request that is coming to the system is off or authenticate authentic source right so for example I'm into some malicious software and and I'm I got to know the URL and I have the request body with mites with me and I just cannot directly post into that URL because they will have some authentication that will validate that this request is coming from a valid source right so first we had the URL second is the out indicate third is what is the method of the integration for example we can use integration to fetch some data right we can use integration to create some data we can use to education to update some data right so for getting the forgetting the suppose list of records from what ela for example I will be using for tiller as an example right now because we have talked about that many times so what in our to give you a brief is a ticketing tool for telephony company right so whenever we some network goes down you raise request for it's being it's been a while we are not we are having some trouble connecting to the internet or something like that so you have raiser same kind of requesting for teller and whenever you raise that kind of the question but the light will be waiting in the service now right so that is a whenever something is getting created it is called a post because we we are creating a request in a third party system right and whenever we are fetching a list of records there is a gate that method is get and whenever we are updating something in the ticket that we have created that is a patch right let's update right that can be a patch or put so there is there are five types of HTTP methods we follow in integrations one is get one is post one is put one is patch and when it's deleted right so that's and put are basically the same thing but patch does a partial updation and put you can update as many fields as you want right and delete is something we use to delete suppose I would I have created one ticket in service now I want to delete that so I will be using the HTTP method called delete to delete that integration right and so is everything clear what I said till now or you want me to explain something you can ask me anything because yeah I'll be talking and you can ask me anything if you get doubt in any of the places you can ask me yes it's clear for me this is clear for everyone yes so weak yeah great so I was talking about what are the main things we need for carrying out integration so first is e1 second is authentication third is they should image that we'll be using right and the fourth thing is the data the request data or the query parameters so whenever we are fetching a list of records from a particular system or third party system we'll be needing some query parameters so what are these query parameters suppose you're querying Google or whenever you're searching Google with some values like what is the name of the world's highest Ashi right so you're passing the string what is the name of the volts higher statue so how Google operates is it will search with this particular query parameter to all the websites that has that particular keyword right so it's the same thing that happens in ServiceNow or any kind of integration so integrations are not only based on service also integration is suppose third-party tool is integrating with some other platform so it's actually linking one platform to another the exchange of data between one platform to another writes so to do that so I'll be passing that query parameter so what will be this query parameter it can be a string it can be some value it can be some numbers anything it can be anything so suppose I am going into service now and telling that give me all the records that are created today so what will be a query parameter is created on is today so that can be customized from ServiceNow and because we have scripted this TPI so we'll be going into that later but so we have to understand that when we need to pass the query parameters and when we need to pass the body right so body we do not actually need to send whenever we are performing our get operation because we are fetching the data right in that case will be mostly passing the query parameters right and whenever we are doing a create operation for example I want to create one incident in terms of third party application then will be as I say that we'll be using post operations right so whenever we are using a post the other party of the third part system will be expecting that we'll be sending some JSON or some you know it's similar kind of thing or body to them so that they can process the request and they can create that request from their side so actually it depends on what will be the data what will be the integration body that will be passed it depends on the platform we are integrating with for example what till I uses so some other third party it may use it as Jason right so an X and XML mostly operates in is it's only operates and sorry soap only operates in soap right XML and in rest we can pass we can have the flexibility like we can send a file we can send as a JSON object we can send as an XML so that's rest is flexible right so for example we are creating a new request in the third party the application and will be so in that case we're say you have to send a request party that will be a JSON or XML right so when will be sending this JSON to third party they will process each and every key that we are passing with the JSON and they'll be creating into the their particular system right is it clear no sorry is going a little bit faster okay so I'll be going a little bit slow so did you understand the gate operation I'm just working yeah here okay so post how it works as suppose from ServiceNow we are creating a ticket into some third party application right so what happens is we have the URL because we have yeah one question your is like you told both the difference between rest and soap so why it is not possible for us to send an attachment file through an soap yeah we'll be coming into that so actually what is the can anybody just tell me what is the difference between the rest on the soap why we use rest and not so that much those so soap is way more secure than rest do you have any idea anybody on the line okay so in soap we have okay so to give you a first introduction like what is the difference between a Western soap integration is soap only operates in xml's right and xml's are tree-structured if you notice the xml structure clearly it's all three subjects so passing into XML is a challenge that is the first thing we say for what is the benefits of rest over soap right so the second challenge is authentication so authentication is also very much complex in soap integrations and the because we have to create the wsdls as I said and then we have to pass those W stairs to consume to the third party and all those things right and then also attachment the attachments are very much tricky so whenever it comes to attachment we have two integrations we have to encode the testament such a way that it appears to the third parties in an encrypted format and it doesn't get sold to the anywhere in between because if somebody tries to intervene or integration they should not get hold to that passwords right so we always encrypt a testament and we send rights and so this encryption process is not supported in soap integrations okay so that is why we use rest and interest there are no limitation so we can use xml's we can use Jason's and we can use files we can send files so it is there is no restrictions as such we can also send text formats Azzam Jason in the rest api is it clear way we use risk mostly yeah yeah yeah so quick question so yeah I could if you can take the binary so integration can we go with the rest instead of so yeah we can do we can that's why I say that integration can be carried out in either ways you will around soup or in rest right that's actually depends on the platform suppose what you know what in it doesn't support surest because it's an old platform mostly New York at forms all support rest but suppose it's a holder platform they don't support rest this app would take some so format okay so it actually depends how the company is customizing the inbound stripped industry pas right so whenever you're creating an API you have to specify that what are the format's you're expecting right it's it's jason or it's an XML that will be configuring from your end right for example your who has walked a strip today's TPA over here in the queue they will be understanding that whenever we are writing a script with STP and ServiceNow we are expecting we are telling the end-users that these are the format's we are wanting so that you've passed me in these formats I'll be taking this informations and storing into ServiceNow right Cantus yeah so yeah so I was explaining the creation of ticket from ServiceNow to or third-party so in order to do that I as I say that we have to pass the request body right for example I'll be creating one incident from service on to some suppose ServiceNow to some other service for instance only I'm passing right so in that case we know that what are the parameters we need to pass we need to pass the incident number that is getting created in the first instance then the short description what is the priority what is a severity of that and what is the description of it and suppose if there is an attachment that the user is attached with the incident we want to pass there as well right so in order to do that we have to pass or we have to write all these things in such a way that the other instance or service for instance gets to know that okay all these informations are coming from a different instance right so that is how we pass adjacent body so Jason is nothing but the object structure how we will be passing all these informations that a user have sent us in the form to the third party is that clear what is this and why we use it yes yeah so can anybody just explain like what is Jason and why do we use that to send informations [Music] am i audible there's a new important follow me or even hello if you audible yeah we can hear you okay so I was I actually asked a question so I was expecting some response actually so my question was why do we use this and to send the data actually it's a very standard format to act in the data between the servers or between the two parties yeah right yeah exactly so that is how we are using as a that is why we use JSON mostly because it's it actually operates as a key value pair so parsing in JSON is very much easier because it operates as a key value pair so you can just iterate through the JSON object and you can get the value of a particular key very easily right so that is why it's becoming a standard to use Jason's mostly okay so this is how the post operation works is it clear to everybody how the post is working here it's clear okay now moving on to a put operation so what is put put is mostly an update we use put for update so now for example using post we have created one ticket from service one service nine sisters some other service know instance and in response we have got the new ticket ID that is created in service now the second service instance right and we want to update some fields over there using a put operation so now how do I tell that second instance that which particular ticket we want to update for that we have to pass the ticket that we take it number that we got from the post operation so first we will be doing the post operation from ServiceNow instance one to service analysis to so when we will be doing a post operation from the instance to will get a response that okay whatever you quest you have sent me is fine and I have created one ticket so the second instance and this is the request of this is a ticket ticket number that is created using integration so we have to use that particular ticket number in the put operation to update the ticket after once right so this is how the put operation works the Jason format will be same and we can you may or may not send the multiple data though all the informations that you want you may or may not sin that you may suppose send that only if you want to update the short description you can only pass the short description over there and it will be updated over there but you have to have passed the ticket number that you want to update fine and then moving on we have to have we have the delete operation so delete is not that much used because we do not so can anybody just explain me or tell me a rough idea why we do not give delete access to any third party while integrating let's give a try it will be better if we have a communicating audience so that I know I am no I don't have any idea yeah fine that's fine so when talking about epi is so for example I'm giving a third party my application access right so API is nothing but you are giving a third party application to lead write or do a card operation code is creative date to read and delete right so whenever you're passing this operations to a third party they can obviously if they want they can misuse it right we can control that operations but they can misuse it there's always an possibility to misuse it right so delete operations we do not give actually because some deleting something from the system if you are working in service no for a while now we will be understanding that we do not actually delete anything from service now if you don't require it we make it as active false or we make it duplicate it but we do not delete it it's not a good practice because of always all the records will have that record right so we do not delete it so that is why we or any other application doesn't give the delete operation so if you want to delete they'll give you put API that you can use this put API to make it inactivate or maybe you can duplicate it right so that is why we do not delete it but for at a different case so whenever we are sending attachments and suppose you want to delete that attachment form a third party so this put operation will not help over there because if you have to delete that attachment you have to use a delete method so whenever you'll be using a delete method it will go and search for that attachment that will be sending suppose we want to delete a nice 20 X why is that some a particular instance then you have to hit that particular API with that attachment name that we want to delete this particular attachment and it's fishy area if we have something unique suppose X Y Z dot zip can be dot jpg can be multiple right so if we have the attachments you said he or something like that it will be very much beneficiary because whenever you are trying to integrate with some platform to another it's always good to have something unique right so whenever I incident is getting created from one it says to another the incident number that will be coming to you is a unique number right that number cannot be regenerated so something always keep in mind that while performing integrations we have to deal with unique things unique keys in terms of database so is it clear to everyone with the IPA yeah it's clear yes yeah any questions no no so we can it give me the I am so the question is like okay so in service now we have some in store we already have some of the plugins we can take which is provided by service which we can use to integrate so those plug-in or spoke which are there are being created using web services or it is something different yeah those are odd see wave service nothing but whenever you're trying to communicate from one service to another one form to another they communicate through web services and this wave service operate using this five meters i that i explained that is get post put de patch and delete right so these are all wave services now you tell me one thing suppose i want to integrate service now with slack right and we want to make it available for all the customers so what will you do is instead of creating if suppose there are thousands of customers and they all want to integrate service now with slack so what suppose being a Sai business company what I can do is I can create a plugin right so that no one has to create everything from scratch if some customization options to the client that okay so if this is the slack ID you can pass it Bo dynamically and then ID to customize that so discuss so we you are not audible we cannot hello no you are not whatever hello um doesn't even have any other question no it's fine okay so that's pretty much it for the introduction part and yeah he already has n equations we can wad it up today yes oh yeah thank you for immunization thank you okay thank you so much yeah we're have a great day you