ServiceNow Roadmap
Developer notes for the ServiceNow upstream connector: how Triage’s diagnostic embeds in ServiceNow’s Service Portal and Employee Center as a widget, authenticated via the existing ServiceNow session. With ServiceNow the journey is a round trip — the request starts in the instance, Triage diagnoses it, and composerID publishes the decision back into the same instance (see the ServiceNow destination page). This page documents the upstream half; the gateway itself is in How upstream connectors work.
Reference
ServiceNow platform at a glance
The public platform facts the Intake Gateway’s ServiceNow renderer relies on, each grounded in ServiceNow’s developer documentation (see Developer references).
| Embedding surface | A Service Portal widget (sp_widget) embedded in a portal page or Employee Center topic page. The widget runs inside ServiceNow’s AngularJS runtime and has access to server-side GlideRecord via its server script. |
|---|---|
| Employee Center | Employee Center is ServiceNow’s unified request experience, built on top of Service Portal. A topic page can host the Triage widget so the diagnostic appears alongside the Service Catalog and Knowledge Base. |
| Authentication | The requester is already signed in to ServiceNow. The widget’s server script runs in the user’s Glide session, giving access to gs.getUserID() and gs.getUserName() with no separate login. Outbound calls to Triage carry an OAuth 2.0 token issued by a ServiceNow OAuth application registry entry. |
| Question rendering | Standard Service Portal HTML template with AngularJS bindings. Each question is rendered as a card inside the widget; answer options use ng-click handlers that post the selection to the server script. |
| Lock in place | Once the requester selects an answer, the widget replaces the question card with a read-only summary and renders the next question below it. The scroll-forward pattern mirrors the locked-card behaviour on Teams and Slack. |
| Back-sync | ServiceNow is also a composerID destination: when the decision publishes, it lands back in the same instance as an Import Set upsert keyed on correlation_id, so the record that started the request also carries its outcome and the deep link. |
| UI Builder | UI Builder — ServiceNow’s Next Experience page builder — cannot build or configure base-system service portals such as Employee Center (ServiceNow’s own docs direct you to Service Portal Designer for those). The Service Portal widget is therefore the embedding path for Employee Center, not an interim one. |
| Tenancy | Each ServiceNow instance is a separate tenant. The widget is deployed via an Update Set or a scoped application installed from the ServiceNow Store; per-instance diagnostic configuration lives in Triage. |
The integration
How the diagnostic runs in ServiceNow
| Step | What happens on the platform |
|---|---|
| 1 | The requester opens a Service Portal page or Employee Center topic that contains the Triage widget. ServiceNow renders the widget inside the portal’s AngularJS runtime. |
| 2 | The widget’s server script reads the requester’s identity from the Glide session (gs.getUserID()) and passes it to the gateway. |
| 3 | The gateway returns the first question; the widget renders it as a card with answer-option buttons bound via ng-click. |
| 4 | On selection, the widget posts the answer to the server script, which forwards it to the gateway. The answered question card is replaced with a locked summary and the next question is rendered below. |
| 5 | On the final answer the gateway calls the Triage decision core; the Intent Record is minted and the completion card (channel, confidence, intent:// chip) is rendered in the widget. |
| 6 | When composerID publishes downstream, the decision returns to the instance it came from: an Import Set upsert keyed on correlation_id updates the originating ServiceNow record with the outcome and a deep link to the created object — whether that object lives in another destination system or in ServiceNow itself. |
Primary sources
Developer references
ServiceNow’s official developer documentation. The platform facts on this page are grounded in these pages.
| Reference | Vendor documentation |
|---|---|
| ServiceNow developer portal | https://developer.servicenow.com/ |
| Service Portal widgets | docs.servicenow.com — Portal Widgets |
| Employee Center | docs.servicenow.com — Employee Center |
| REST API (Table API) | docs.servicenow.com — Table API |
| OAuth 2.0 application registry | docs.servicenow.com — OAuth Applications |
| UI Builder overview (scope & limits) | servicenow.com/docs — UI Builder |
| Service Portal vs Employee Center | servicenow.com/docs — SP versus EC |
| Update Sets | docs.servicenow.com — Update Sets |
| Flow Designer REST step | docs.servicenow.com — Flow Designer |