ServiceNow Integration - Event Management

  • Updated on Sep 25, 2025
  • Published on Apr 2, 2025
  • 9 minute(s) read
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Introduction

The Event Management integration between the HP Workforce Experience Platform and ServiceNow enables automatic creation and synchronization of incident, alert, and event data to provide timely visibility into critical workforce and device events across your organization.

This article provides step-by-step guidance to:

  • Install the Event Management Plugin
  • Configure user roles - Interactive User and Non-Interactive User
  • Establish Secure Connection
  • Guided Setup

This integration is designed to support proactive issue resolution, enhance IT efficiency, and align with HP’s broader strategy for digital experience monitoring.

Note: ServiceNow integration is available to HP WXP Partners (who can enable it across their managed customer tenants) and to Direct HP WXP customers. Managed customers under a partner account do not have access to ServiceNow integration directly. For more information, please contact HP WXP Support.

Prerequisites

The WXP user must have the Connector Admin role assigned to access and use integrations and connectors within the WXP platform.

For information related to Role-Based Access Control (RBAC), refer to the Authentication section.

1. Install the HP WXP Event Management Application

Request the HP WXP Event Management application from the ServiceNow store.

  • Navigate to store.servicenow.com and search ‘HP Workforce Experience’.
  • Select the HP Workforce Experience Platform Event Management application and choose ‘Get’.

Now you’ll be prompted to enter your ServiceNow login credentials.

Note: If the ‘Get’ option is greyed out, it may indicate that the application is ready to install or could be a temporary issue during store maintenance.

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Navigate to Admin Center > Application Manager

Search for HP Workforce Experience Platform Event Management in the available list. If you can not find this app you may need to click 'Sync Now' to resync from the ServiceNow store. Once on the application page please click 'Install'.

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2. Set Up Non-Interactive Connector User

Create a non-human user for system integration. This is only for the web service access:

  1. From the ServiceNow portal, go to the Users page. The existing users are displayed.
  2. From the Users page, click New from the top right corner. The User creation page is displayed.
  3. Create a new user and select the checkbox for the field Web service access only.
  4. Go the Roles tab in the lower section of the page and click Edit.
  5. Add the role - x_hpws_wrkfrc_exp.admin.
  6. Click Save.

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3. Set Up an Interactive User

Assign the following roles to users who will access the application interactively:

  • x_hpws_wrkfrc_exp.admin (Application admin), evt_mgmt_admin – gives visibility to all related modules and perform the setup configuration via Guided Setup
  • x_hpws_wrkfrc_exp.user (Application user), evt_mgmt_user – gives visibility to modules All Events, All Alerts, All Incidents

4. Establish Secure Connection

Establish a connection between WXP and ServiceNow.

  1. Log in to WXP. The Home page is displayed.
  2. From the left menu of WXP, click Integrations.
  3. Locate the ServiceNow card, and click Connect. A dialog box titled ServiceNow is displayed.

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  1. Under the Event Management section, click Connect.

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  1. Click Next. If this ServiceNow app is your first integration, select Connect in this window.

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  1. Enter the credentials of the Interactive or Non-Interactive Connector User.

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  1. Click Connect.

5. Begin Guided Setup

  1. On the ServiceNow portal, click HP Workforce Experience Event Management > Settings > Guided Setup. The Welcome to Guided Setup page is displayed.

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  1. On the Welcome page, click Continue. The HP Workforce Experience Platform Event Management Setup page is displayed, showing the names of tasks or activities to be completed:
    1. Calibrate URL References
    2. Provide API Key
    3. Tenant Configuration

6. Setup HP Workforce Experience Integration

Under this category there are various tasks which will be mandatory in setting up the integration.

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Below mentioned are the tasks under this category which user must perform:

  • Calibrate URL References - The Calibrate URL References task is created to ensure the links used in this guided setup are calibrated for your instance.
  • Setup HP Workforce Experience Integration > Calibrate URL References > Open “On Demand: Calibrate URL References” > Execute Now > Select Mark as Complete > Continue

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Provide API Key - After clicking on continue, user will be navigated to Provide API Key task and the previous task (Calibrate URL References) will be ticked as it is completed. Though using ServiceNow connector from HP Workforce Platform, API key will be populated automatically but user also has an option to update it from here. Once user fills in the API key or leaves it as is, select Mark as Complete then click on Continue.

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After clicking on continue user will be navigated to Tenant Configuration and the previous task (Provide API Key) will be ticked as it is completed.

Tenant Configuration - The Tenant Configuration task is created to select HP Workforce Experience Tenants for Integration. Double click on the Active field and choose ‘True’ to add tenants to be integrated.

After marking tenant(s) as Active, click on the ‘Mark as Complete’ button.

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Note: Post guided setup, only application admins can navigate to the Tenant Configuration module to manage tenant connections. Here, the admin can remove previously selected tenants or connect newly found tenants. The functionality is the same as within the guided setup but is modularized for continuity.

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Note: If identified as a Direct Customer, the Tenant Configuration module will be hidden.

7. Configure HP Workforce Experience Integration

This section includes mandatory activities to configure the data synchronization.

Activity 1: Provide Identifier

This is used to define the origin of each event. This identifier is used as the correlation ID in incident records. On the Configure HP WXP Event Management Integration page of ServiceNow, the first Activity is Provide Identifier.

  1. In the Provide Identifier section, enter a value, and click Save.
  2. Click Mark as Complete
  3. Click Continue.

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Activity 2: Define Data Frequency

This is used to control the number of records retrieved per API call, optimizing performance. When the previous activity is completed, the Define Data Frequency activity is displayed.

  1. Specify Items Per Page and click Save.
  2. Click Mark as Complete and click Continue.

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Activity 3: Field Mapping – Type, Priority, Status

This activity enables you to create field mappings between HP WXP incidents and the ServiceNow Event, Alert, and Incident tables.
Ensure that all values for the Type, Priority, and Status fields from HP WXP are mapped to the corresponding fields in ServiceNow. This helps to ensure that target records are created with the appropriate values.

  1. Click Add Mappings for ServiceNow and click Save.
  2. Click Mark as Complete and Continue.

Note: Missing any field value mapping may result in discrepancies in the created records.

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The Severity defines the criticality of the incident and is used determine prioritization in ServiceNow.
Map severity levels, such as Low, Medium, or High, from HP WXP to the corresponding values in ServiceNow for accurate incident handling.
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Note: For instructions on how to load field mapping data using an import set template, please refer to Section 9: ’Alternative Approach to Field Mapping (Template Upload)’.

Activity 4: Field Mapping – Subtype

This activity enables you to create field mappings between HP WXP incidents and the ServiceNow Event, Alert, and Incident tables.
Ensure that all Subtypes from HP WXP are mapped to the corresponding Subcategories in ServiceNow. This helps to ensure that incident records are created with the appropriate classifications.

  1. Click Add, select a subtype, and click Save.
  2. Click Mark as Complete and Continue.

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Note: Missing subtype mappings can cause subcategory mismatches in incident records.

Activity 5: Failure Notification Group

This activity is used to specify the group that will receive failure notifications. Users in the selected group will be notified in the event of any integration failures.

  1. Enter a group name that includes an email address and click Save
  2. Click Mark as Complete and Continue.

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Note: The group must include an email; else, you’ll be redirected to the Group page to update it.

Task 6: Define Event Rule

This activity allows you to update the existing event rule.

  1. Go to the Event Filter & Threshold steps in the process formatter. Update the following:
    • Event Filter: Add or remove subtype values in the Metric Name filter.
      • Do not remove INTEGRATION_FAILURE, which triggers incident creation on integration failure.
    • Threshold: Optionally define event thresholds.
      • The application-related event rule will be visible, and you will be redirected to it if changes are made to the filter or threshold sections.
  2. Click Mark as Complete and Continue.

Tip: To upload field mapping data using a template, refer to Section 8.

8. Load Data

This section includes mandatory steps to import historical integration data.

Activity 1: Define Filter – Historical Records

This activity is used to specify filters for importing historical records from HP Workforce Experience. This filter is applied only once to import records created prior to the initial application setup.

  1. Navigate to Load Data > Define Filter: Historical Records.
  2. Click Edit, then select the desired Date and Type values.
  3. Click Submit.
  4. Click Mark as Complete, then Continue.

Activity 2: Load Historical Records

This activity is used to load the historical records using the filters defined in the previous step.

  1. Navigate to Load Historical Records.
  2. Click Execute Now.
  3. Click Mark as Complete and click Continue.

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After the scheduled job is executed:

  1. Go to HP Workforce Experience > All Incidents.
  2. Confirm that all records matching the filter have been imported.
  3. If records are missing, re-run the scheduled job using the last step in the guided setup.

Note: After installation and initial setup, all future incidents will be imported automatically by the periodic scheduled job.

9. Alternative Approach to Field Mapping (Template Upload)

Use this option to process large data sets, but note this option is not advised as errors will need to be managed manually after upload. Link to template for each mapping pair in a combined excel:

20241217 HP WXP Sample Field Mapping.xlsx

  1. Go to Load Data in the Navigator.
  2. Select Existing Table > wfm_staging > Source Import > File
  3. Select the Downloaded Excel File
  4. Click Submit > Run Transform > Transform
  5. Go to the Field Mapping table to view the data: x_hpws_wrkfrc_exp_fm_wfm

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  1. Under next steps, select Create transform map.
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  2. Name the transform map and select the table shown as the target table.

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  1. Click Transform.

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10. App Privacy Policy

To view the app’s privacy policy, go to Navigator > HP WXP Event Management > Support > App Privacy Policy.
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Finalizing the Guided Setup

(Applicable from the Xanadu release onward)

Once the final guided setup task, Confirm Completion, is marked as complete, the setup becomes locked and cannot be modified.

  • Ensure all configurations are correct before completing the final task.
  • If Confirm Completion has not yet been marked, any task can be restarted:
    • Click the three-dot menu in the top-right corner of the task.
    • Select Restart to make changes.

Note: To restart the guided setup navigate to Adoption Service > Guided Setup Builder. Here under product name select HP Workforce Experience Platform Event Management Setup. Click Edit Guided Setup and ‘Continue’ twice. Now select Finalize in the top right corner. Check the I have reviewed and activated my guided setup checkbox and select Continue. Now select Finalize and Done. User can now navigate back to the guided setup start.

Note: If disconnecting from one HP WXP account to another please follow the steps below to run the following fix scripts.

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Click all and search Fix Scripts in the application navigator. Search in the filter for Application = HP Workforce Experience Platform Event Management. Click into the fix script below and select Run Fix Script and then click Proceed.

  1. Clear Tenant List Value

Search in the filter for Application = Global and Name contains ‘Clear’. Click into the fix scripts below and select ‘Run Fix Script’ and then click ‘Proceed’.

  1. Clear Event values for HP
  2. Clear Incident for HP
  3. Clear Alert for HP

Contact Us

For any assistance, create a support case or email [email protected].

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