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ServiceNow

The Incode integration for ServiceNow enables IT helpdesk agents to trigger identity verification sessions directly from supported record forms without leaving ServiceNow. When an agent clicks Request Identity Verification on a record, the relevant person receives a secure verification link by email. As they complete the Incode session, the IDV Status field on the record updates automatically in real time through webhook.

The integration is available as a scoped application installable from the ServiceNow Store.

Prerequisites

Ensure you have the following before you begin:

  • A ServiceNow instance running Tokyo or later.
  • An admin role on the target ServiceNow instance.
  • Access to the Integrations page in Dashboard. Contact your Incode representative if you do not see it.
  • The following credentials from your Incode Dashboard—see Find integration details for where to locate each one:
    Credential Where to find it in Dashboard
    API Key Configuration > API Keys
    Configuration ID Workflows
    Integration ID Integrations > open integration > Copy ID
    Client ID Integrations > Custom > OIDC Client Credentials
    Client Secret Integrations > Custom > OIDC Client Credentials
  • Outbound SMTP email configured on your ServiceNow instance

Understand How It Works

  1. An agent opens a supported ServiceNow record, such as an Incident or Service Request, and clicks Request Identity Verification. A confirmation dialog appears before the request is sent.
  2. A verification session is created and a link is emailed to the relevant person on the record: the Caller, Requested For, or equivalent.
  3. The person completes the Incode verification session on their device.
  4. Incode sends webhook events back to the ServiceNow instance as the session progresses.
  5. The IDV Status field on the record updates automatically with the result and timestamp.

Supported Record Types

Record type Table Person verified
Incident incident Caller
Service Request sc_request Requested For
Requested Item sc_req_item Requested For
Change Request change_request Requested By
HR Case sn_hr_core_case Opened For

**Note**

HR Case support requires the HR Service Management Core plugin (com.sn_hr_core) to be installed on your ServiceNow instance before the IDV Status field can be added to the HR Case form layout.

IDV Status Field Values

The IDV Status field (x_1946359_incode_0_idv_status) on each supported record updates automatically as webhook events are received from Incode. Each status value includes a timestamp of the last update.

Status Meaning
In Progress - YYYY-MM-DD HH:MM:SS Person has opened the verification link
Pending Review - YYYY-MM-DD HH:MM:SS Verification submitted, awaiting manual review in Dashboard
Success - YYYY-MM-DD HH:MM:SS Identity confirmed, safe to proceed with resolution
Failed - YYYY-MM-DD HH:MM:SS Verification failed, do not proceed
Failure - YYYY-MM-DD HH:MM:SS Session completed with unsuccessful onboarding status

Set Up the ServiceNow Integration

Install the Application

Option A: ServiceNow Store

  1. Go to store.servicenow.com.
  2. Search for Incode Identity Verification.
  3. Click Get, then Install on your instance. The app installs automatically as a scoped application.

Option B: Update Set XML (for PoC or pilot)

  1. In ServiceNow, go to System Update Sets > Retrieved Update Sets.
  2. Click Import Update Set from XML.
  3. Upload the provided incode_idv_update_set.xml file.
  4. Click Preview Update Set, resolve any conflicts, then click Commit Update Set.

Open the Getting Started Checklist

After installation, go to Filter Navigator > Incode Identity Verification > Getting Started. This guided checklist walks through the remaining setup steps in sequence. Follow it in order: the checklist covers the steps below.

Configure the application

Navigate to Incode Identity Verification > Configuration and fill in all sections:

API Settings

Field Value
Base URL https://demo-api.incodesmile.com (sandbox) or your production URL
API Key From Dashboard—Configuration > API Keys
Configuration ID From Dashboard—Workflows
Integration ID From Dashboard—Integrations > open integration > Copy ID

OAuth2 Authentication

Field Value
Auth Server URL https://auth.incode.com (production) or https://auth.demo.incode.com (sandbox)
Token URL Path /oauth2/token
Grant Type client_credentials
Client ID From Dashboard—Integrations > Custom > OIDC Client Credentials
Client Secret From Dashboard—Integrations > Custom > OIDC Client Credentials
Scope openid

Email Settings

Field Value
SMTP Host Your SMTP server (e.g. smtp.office365.com)
SMTP Port 587 (STARTTLS)
SMTP Username Your sending email address
SMTP Password Your SMTP password
Connection Security STARTTLS
From Address Must match SMTP username for Office 365
From Name e.g. IT Helpdesk

**Note**

The SMTP fields configure the From address on outbound emails. Actual email delivery uses the ServiceNow platform mailer configured under System Properties > Email > Outbound (glide.smtp.*). If you need a dedicated SMTP relay, ask your ServiceNow administrator to configure it there.

After filling in all fields:

  1. Click Save Configuration.
  2. Click Test OAuth2 and confirm the connection shows as successful.
  3. Click Send Test Email and confirm delivery.
  4. Click Clear Cache.

Register the webhook

  1. Copy the webhook URL from the Configuration page: https://YOUR-INSTANCE.service-now.com/api/x_1946359_incode_0/incode_idv_webhook.
  2. In Dashboard, go to Configuration > Webhooks and add a new endpoint. See Configuration: Webhooks tab for more information.
  3. Paste the webhook URL and enable the following events:
Event IDV Status result
SESSION_STARTED In Progress
SESSION_SUCCEEDED Success
SESSION_FAILED Failed
SESSION_PENDING_REVIEW Pending Review
SESSION_COMPLETED / ONBOARDING_FINISHED Success or Failure based on onboarding result
  1. Copy the Signing Secret from the Incode webhook configuration and paste it into the Webhook Secret field on the ServiceNow Configuration page.
  2. Click Save.

Assign Roles

Assign roles to your team through User Administration > Users:

Role Assign to
x_1946359_incode_0.agent All helpdesk agents who will trigger verifications
x_1946359_incode_0.admin IT administrators who manage app configuration

Add IDV Status Field to Form Layouts

The IDV Status field is included in the app but must be added to each record type's form layout manually.

For each record type you want to enable:

  1. Open any record of that type: for example, an Incident.
  2. Right-click the form header and select Configure > Form Layout.
  3. Find IDV Status in the Available fields list on the left.
  4. Drag it to your preferred position on the form.
  5. Click Save.

Repeat for each record type: Incident, Service Request, Requested Item, Change Request, and HR Case (if the HR plugin is installed).

**Tip**

Placing the IDV Status field near the top of the form or next to the caller/requestor field makes the verification result easy for agents to see at a glance.

Test the Integration

Once setup is complete, test the full end-to-end flow:

  1. Open an Incident record with a test user assigned as the Caller.
  2. Click Request Identity Verification and confirm the confirmation dialog appears before sending.
  3. Confirm the test user receives the verification link by email.
  4. Complete the verification session on a mobile device.
  5. Return to the Incident record and confirm the IDV Status field updates to Success with a timestamp.

**Warning**

If the IDV Status field does not update, confirm the webhook is registered correctly in Dashboard and that all six events are enabled. Verify the Signing Secret in ServiceNow matches the one in Dashboard. Check the ServiceNow System Log for any incoming webhook errors.

**Warning**

If the verification email is not received, click Send Test Email on the Configuration page to verify SMTP delivery is working. Check your spam folder and confirm the From Address is authorized to send from your SMTP server.


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