Integrate ServiceNow with Hexnode UEM

Understanding ServiceNow

ServiceNow is a cloud-based platform that helps organizations automate and streamline their IT and business workflows. It provides tools for IT Service Management (ITSM), IT Operations Management (ITOM), and IT Asset Management (ITAM) to improve service delivery. Beyond IT, ServiceNow also supports HR, customer service, and security operations. Overall, ServiceNow helps enterprises digitize workflows, enhance efficiency, and improve employee and customer experiences.

For IT teams, ServiceNow acts as a centralized system for managing service requests, incidents, and changes. It ensures that employee-reported issues are tracked and resolved efficiently while maintaining accountability across processes. However, when these issues relate to user devices or applications, technicians often need more context about the affected endpoint. Integrating ServiceNow with a unified endpoint management solution like Hexnode UEM closes this gap by linking user incidents with real-time device and user data.

Why integrate ServiceNow with Hexnode UEM?

The ServiceNow integration with Hexnode UEM creates a two-way connection between endpoint and service management systems. From the Hexnode console, technicians can view ServiceNow incidents linked to users or devices. In ServiceNow, technicians can access synced user and device details from Hexnode and perform remote actions on devices based on raised incidents.

Overview of the ServiceNow–Hexnode integration setup

The ServiceNow–Hexnode UEM integration can be configured in one or both directions, depending on how your organization wants to connect the two platforms. Each direction serves a specific purpose and can be enabled independently or together for full synchronization.

Configure the integration in one or both directions to match your workflow:

Once configured, both platforms stay synchronized, enabling unified incident tracking and endpoint management.

Let’s see how to set up the integration from Hexnode and ServiceNow.

Integrate Hexnode UEM in ServiceNow

To configure Hexnode UEM with ServiceNow, generate an API key from the Hexnode console. This key allows technicians to perform Hexnode remote device actions directly from the ServiceNow incident form.

The integration setup involves two steps completed from the Hexnode console. First, create a Hexnode API key to link to your ServiceNow instance. Then, configure the integration in ServiceNow using that key. Follow the steps below.

Step 1: Generate the Hexnode API key

1. Log in to your Hexnode UEM console.
2. Navigate to Admin > Integrations > Available Integrations.
3. Select the ServiceNow tile from the list of available integrations.
4. On the integration page, under Create Hexnode API Key, configure the following options:
   • Instance Name: Specify a name to identify this integration. All actions performed using this setup will be tagged with the specified name.
   • Instance URL: Enter the URL of the ServiceNow instance where the integration will be configured.
   • Expiry Date: Set an expiry date for the generated API key.
   • Notify Admin via Email on API Expiry: Select this option to notify the admin by email when the API key expires.
5. Click Create to generate the API key.

Use the API key to configure the integration in ServiceNow

Once created, the API key appears on the screen. Use this key to configure the Hexnode UEM app in your ServiceNow instance. Follow the steps below to complete the integration in ServiceNow while remaining on this page. The API key will no longer be visible once you exit by clicking “Done”, so ensure the setup is completed before leaving.

Now, proceed to the ServiceNow console to complete the integration using the generated API key.

Step 2: Configure the integration in ServiceNow

1. Sign in to the ServiceNow Store and search for Hexnode Integration.
2. Click Get to add the Hexnode Integration application to your ServiceNow instance.
   
   If you are not logged in, you will be prompted to sign in. Once authenticated, the application will be added and you will be redirected to your ServiceNow console.
3. From the dashboard, click All, search for Hexnode, and select Hexnode Integration.
4. On the Configure Integration page, enter the following details:
   • Server: Enter the URL of your Hexnode UEM console, for example, https://example.hexnodemdm.com/
   • API Key: Paste the API key generated from your Hexnode UEM console and click Next.
5. Choose whether to grant access to all technicians or only to specific technicians.
6. Click Submit to complete the integration.

After completing the configuration in ServiceNow, navigate back to the Hexnode UEM console page where the API key was generated and kept open during the integration setup. Click Done once the integration is completed. The summary page will display the connection status, technician details, and the action history of remote actions performed from ServiceNow.

Verify the integration in ServiceNow

Once the integration is active, the list of devices, users, and applications managed in Hexnode will sync with your ServiceNow instance. From the dashboard, click All, search Hexnode, and open Hexnode Integration. The Configure Integration page in ServiceNow displays the connection details between Hexnode UEM and the ServiceNow instance. You can also navigate to additional integration data using the sidebar options.

View synced devices

The Devices section lists all Hexnode-managed devices that have been synced into ServiceNow. Click on any device name to view its details, including device status, ownership, and assigned user.

View synced users and applications

The Users section displays all users synced from Hexnode along with the devices assigned to them.

The Apps section lists the applications synced from Hexnode.

Step 3: View and manage incidents in ServiceNow

In ServiceNow, an incident represents a user-reported issue, such as a device problem or an app malfunction, or any other. After the integration is set up, ServiceNow technicians can view incidents.

If this Caller is a user synced from Hexnode and that user has one or more devices enrolled in Hexnode, an option named Hexnode Actions will appear on the incident form.
The Hexnode Actions option allows the technician to perform Hexnode’s remote actions (such as locking, restarting, or locating the device and more) directly from within ServiceNow. This helps technicians resolve device-related issues faster without switching to the Hexnode console.

Perform Hexnode’s remote actions in ServiceNow

To view user incidents and perform remote actions:

1. From the ServiceNow console, click All and search for Incidents.
2. Select Incidents under Service Desk.
3. A list of user incidents will appear. Click on any incident number to open it.
4. The incident details page will display all related information.
5. Click non Hexnode Actions to perform remote actions on devices assigned to the user.
6. The devices associated with the user will be listed. Select the desired devices by checking the box next to them.
7. From the Select Action drop-down menu, choose the required remote action and click OK.

Below are the available Remote actions available to perform,

• Scan Device
• Scan Device Location
• Scan for Apps
• Lock Device
• Clear Password
• Disenroll Device
• Power Off Device
• Restart Device
• Enable Kiosk Mode
• Disable Kiosk Mode
• Enable Lost Mode
• Disable Lost Mode
• Install Application
• Uninstall Application

Once the action is initiated, it appears in the Hexnode UEM portal under Admin > Integrations > Configured Integrations > ServiceNow. Click on the Instance Name that is set when configuring the integration to view details. Under the Action History of the created Hexnode API Key, you can see all executed remote actions.

You can also view these actions from the Action History section of the device under the Manage tab from Device Summary. Actions initiated from ServiceNow are tagged as: “This action was performed from ServiceNow instance: (Instance name).”

ServiceNow integration in Hexnode UEM

To link ServiceNow with Hexnode UEM, you must create a ServiceNow API key. Hexnode uses this key to fetch user-related incident data from ServiceNow. This helps technicians view a user’s incident history directly from the Hexnode console.

Before you begin: Why are these steps required?

ServiceNow follows a policy-based security model for API integrations. This means the technician must define how API keys are authenticated, which user they represent, and what data they can access. To ensure secure and controlled communication between ServiceNow and Hexnode UEM, you need to configure:

• An Inbound Authentication Profile – defines how ServiceNow validates incoming API calls.
• A REST API Key – represents the ServiceNow user account authorized for integration.
• A REST API Access Policy – controls the data and methods accessible through the API.

These policies ensure controlled and secure access when ServiceNow shares incident data with Hexnode UEM.

Follow the steps below to generate the ServiceNow API key.

Step 1: Create the Inbound Authentication Profile

1. Log in to your ServiceNow instance.
2. In the left navigation panel, click All and search for Inbound Authentication Profile.
3. Select Inbound Authentication Profile under: System Web Services > API Access Policies.
4. Click on Create API Key Authentication Profiles.
5. If a profile already exists, you can create a new one by clicking New in the top-right corner and click on Create API Key Authentication Profiles. Specify the values mentioned below:

Field	Description
Name	Provide a name to identify this authentication profile.
Auth Parameter	Choose how the API key is passed during authentication. Search for Header for API Key and select it.

6. Click Submit to create the profile.

Step 2: Create the REST API Key

1. In the left navigation panel of your ServiceNow instance, click All and search for REST API Key.
2. Select REST API Key under System Web Services > API Access Policies.
3. Click New to create a new key entry. Configure the REST API Key with the following details:

Field	Description
Name	Provide a name to identify this REST API Key.
Description	Add a short description of the key if necessary.
Active	Ensure the key is active.
User	Select the ServiceNow user account with admin access that needs to be associated with this API key. A user with the admin role can access permitted data.
Auth Scope	Optional. Add it if you want to restrict the authority of the key.
Expiry	Set an expiry time if needed. Leave empty for no expiration.
Token	The API key generated by ServiceNow. This field appears after saving the record.

4. Click Submit to create the API key.
5. Reopen the created record to view and copy the Token value. This token will be used in the Hexnode UEM console for integration.

Step 3: Create the API Access Policy

1. In the left navigation panel, click All and search for REST API Access Policies.
2. Select REST API Access Policies under: System Web Services > API Access Policies.
3. Click New to create a new policy. Configure the below to create an API access policy:

Field	Description
Name	Enter a name to identify this policy for Hexnode.
Active	Enable to activate this policy.
REST API	Select Table API from the list because Hexnode fetches user and incident records through table access.
REST API PATH	This field is auto populated based on the selected REST API.
Global	Keep disabled. Token-based access is not allowed for Global policies.
Apply to all methods	Enable for complete API access.
Apply to all resources	Enable to allow full resource access.
Apply to all versions	Enable to allow version compatibility.

4. Under the Inbound authentication profiles section, double-click on the Insert a new row option, then select the profile created in Step 1 from the list.
5. Click Submit to create the access policy.

Step 4: Add the ServiceNow API Key in Hexnode to complete the integration

1. Log in to your Hexnode UEM console.
2. Navigate to Admin > Integrations > Available Integrations.
3. Select the ServiceNow tile from the integrations list. Or, if a ServiceNow integration already exists from the previous setup, go to the Configured Integrations page. Under ServiceNow, if a tile displays Hexnode API Key – Connected, it indicates only one-way integration is enabled. Click the tile and select Add ServiceNow API Key to continue. In this case, the Instance Name and Instance URL fields auto-populate using the values configured under Hexnode API Key Created (Instance URL cannot be changed).
4. Go to the Add ServiceNow API Key section and configure the following options:

Settings	Description
Instance Name	Name used to identify the connected ServiceNow instance in Hexnode. It auto-populates if already configured under Hexnode API Key Created and can be modified if required.
Instance URL	URL of the ServiceNow portal used for connection. For Example, https://yourinstance.service-now.com/. It auto-populates if already configured and cannot be changed because the instance URL is tied to the existing Hexnode API key configuration.
API Key	Paste the ServiceNow token copied in Step 2. This authorizes Hexnode to fetch incident data.
Priority	Select which incident priorities should sync into Hexnode. All priorities are selected by default. Check or uncheck the required levels based on your needs. Available priority values include Critical, High, Moderate, Low, Planning.
State	Select which incident states should sync into Hexnode. All states are selected by default. Check or uncheck based on your requirements. Available state values include New, In Progress, On Hold, Resolved, Closed, Canceled.
Category	Select which incident categories should sync into Hexnode. All categories are selected by default. Check or uncheck based on your requirements. Available category values include Inquiry, Software, Hardware, Database, Network.

5. Click Done to complete the integration.

Once the ServiceNow integration is configured, the Configured Integrations summary page displays the connection status, the technician who created this integration, and the list of synced incidents.

How to view incidents in Hexnode?

After completing the integration, incidents synced from ServiceNow can be viewed in two places within the Hexnode console.

From the Integrations tab

1. Go to Admin > Integrations > Configured Integrations.
2. Click on the configured ServiceNow integration tile.
3. Open the ServiceNow API Key Added section.
4. Scroll down to view the synced incidents.

You may filter incidents using Priority, State, Category, or Caller to narrow the list. Click any value in the Number column to open the incident in the connected ServiceNow instance.

Technicians can also view incidents for a particular user from Manage > Users in the Hexnode console. By selecting a user, the ServiceNow Incidents section under the user details displays all synced incidents associated with that user. If multiple ServiceNow instances are configured, a dropdown appears above the Number column. Technicians can use this dropdown to filter and view incidents from a specific ServiceNow instance.

Actions on configured instances

The following management actions are available for both configured integration types in Hexnode, which are Hexnode API Key Created (for using Hexnode in ServiceNow) and ServiceNow API Key Added (for viewing incidents in Hexnode).

• Disconnect: Temporarily stops communication between the configured ServiceNow instance and Hexnode. Remote actions from ServiceNow to Hexnode and incident visibility for ServiceNow in Hexnode will be paused until reconnected.
• Reconfigure: Allows updating configuration settings, including authentication details and sync filters. The Instance URL cannot be changed because it is linked to the existing authentication setup.
• Delete: Permanently removes the integration with that ServiceNow instance. This disables Hexnode in ServiceNow (remote actions) and ServiceNow in Hexnode (incident synchronization and visibility).

Configure multiple ServiceNow instances in Hexnode

Hexnode supports integrating multiple ServiceNow instances. Organizations with more than one ServiceNow domain can manage all users and incidents from one console.

To configure additional instances:

1. Go to Admin > Integrations > Configured Integrations.
2. Under ServiceNow, click the + icon to add a new instance.
3. Follow the same configuration steps by following the same steps used to integrate Hexnode UEM in ServiceNow and ServiceNow with Hexnode UEM.

Frequently Asked Questions (FAQs)

1. Why doesn’t the Hexnode Actions section appear in the ServiceNow incident form?

The Hexnode Actions section only appears when the Caller field on the incident form is assigned to a user synced from Hexnode. If the user is not synced or has no associated devices, this section will not be displayed.

3. What happens if the ServiceNow or Hexnode API key expires?

When an API key expires, data synchronization and remote actions stop functioning. To restore connectivity, generate a new API key, update it in the Hexnode console, and click Reconfigure to reactivate the integration.

4. How is data security maintained between Hexnode and ServiceNow?

All communication occurs via HTTPS using API keys for mutual authentication. No credentials are stored in plain text, and tokens are encrypted according to the platform’s security standards.

6. Are remote actions reversible from ServiceNow?

No. Once a remote action (like Lock or Wipe) is initiated, it is executed via Hexnode and cannot be undone from ServiceNow. However, all actions are logged for visibility and accountability.

7. Can incident visibility in Hexnode be limited based on criteria?

Yes. During integration setup, technicians can define filters by Priority, State, and Category. Only incidents matching the selected filters will appear within the Hexnode console.