ServiceNow Integration - Device Management

HP Workforce Experience (WXP) is a cloud-based IT infrastructure management platform offering AI-powered fleet management, employee engagement, secure digital workspaces, and endpoint security. This guide outlines how to integrate HP Workforce Experience Platform Device Management with ServiceNow. By connecting these platforms, organizations can streamline device lifecycle management, enhance IT support workflows, and gain unified visibility into their device ecosystem directly within ServiceNow.

Target audience

Primary audience:

• IT administrators and support personnel who set up and manage the platform (all roles).

• HP Partners who use the platform to manage their customers.

About this guide

This guide outlines how to integrate HP Workforce Experience Platform Device Management with ServiceNow.

Prerequisites

• You must have a user role in the global scope.

• You must be a user with the administrator role.

1. User Instruction Steps

1.1 Add Audit History Related List

In ServiceNow, the Audit History Related List displays a record of changes made to a specific record.

1. In the All tab, in the Search box enter System Definition.

2. Under all results select Tables. The Tables page appears.

3. In the Tables page, in the Search box enter cmdb_ci_computer table.

4. In the search results click cmdb_ci_computer table to open the configuration.

5. In the lower section of the page, under the Related Links section, click Show Form to open a new form.

6. In the new form, under the Computer tab, click Additional actions > Configure > Related Lists.

7. The Audit History selection page appears. In the Available list select Audit History. Use arrow keys to move Audit History to the Selected list or alternatively drag and drop it.

8. In the Selected list Audit History appears. Click Save.

Note: Do not press the submit button, as it may create a new record.

2. Application Installation

1. In the ServiceNow Application Manager page, go to All Apps.

2. Select HP Workforce Experience Platform Device Management and select Install.

3. The User profile page appears.

2.1 Start User Profiles/Guided Setup

A ServiceNow user has the following two roles:

1. Application admin: Provides visibility to all related modules and allows installation via the Guided Setup.  (x_hpws_wrkfrcexpdm.admin).

2. Application user: Using cmdb_read provides visibility to the all assets, computers, and contact modules. ( x_hpws_wrkfrcexpdm.user).

Note: Only the application administrator roles can configure Guided Setup for device creation and updates.

Creating Connector user

You can create a user with web service access enabled and assign the Application administrator role (x_hpws_wrkfrcexpdm.admin) and Application User roles (x_hpws_wrkfrcexpdm.user).

Note: The application package includes the necessary roles. However, the administrator setting up the application must create a new user account and assign both the x_hpws_wrkfrcexpdm.admin and x_hpws_wrkfrcexpdm.user roles. 

1. In User connection device page, click Create New.

2. Update the fields User ID, First name, Last name, Language, Time zone and Date format.  

3. Select the checkboxes for Active and Web service access only.

4. Click Update.

Login to HP Workforce Experience

1. Login into HP Workforce Experience platform with your credentials.

2. In the left menu, click Integrations.

3. Locate the ServiceNow card, and click Connect. A dialog box titled ServiceNow is displayed.

4. Under the Device Management section, click Connect.

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

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

7. Click Connect.

8. Once connected, in ServiceNow, go to HP WXP Device Management > Settings > Guided Setup.

9. The Guided Setup page appears.

10. Click Continue.

2.2 Setup HP WXP Device Management Integration

The HP WXP Device Management Integration page appears. Setup category includes the following mandatory tasks for setting up the integration.

1. Calibrate URL References

2. Provide Discovery Source

3. Provide API Key

4. Select Tenants

5. Group for Failure Notification

6. Confirm Completion

7. Load Devices

2.2.1 Calibrate URL References

The Calibrate URL References task ensures that the links used in this guided setup are calibrated for your instance.

The user must perform the following tasks under this category:

1. In the Setup HP WXP Device Management Integration page, click the arrow icon next to Calibrate URL References option.

2. The Calibrate URL References page appears.

   
   

3. In the Calibrate URL References page, under Name click On Demand: Calibrate URL References to open the script.

4. On the top right corner click Execute Now to execute the script.

5. Select Mark as Complete to complete the task.

6. Click Continue.

2.2.2 Provide Discovery Source

The Provide Discovery Source helps to configure the Discovery source value in ServiceNow.

1. In the Setup HP WXP Device Management Integration page, select the next activity Provide Discovery Source.

2. On the top right corner of the banner, click the Globe icon to change the application scope to Global.

3. Click Discovery Source to open the list of choices in a new tab to verify if a record exists. If the record exists, skip the step and check the task as Mark as complete. Otherwise continue with the next step.

4. On the top right corner of the list, click New to create a new record.

5. In the New record page, enter the following field values.
   
   Table: Configuration Item cmbd-ci

   Element: discovery_source
   Label: HP Workforce Experience Platform
   Value: HP Workforce Experience Platform
   

6. Click Submit to save the record.

7. On the top right corner from the Globe icon, change the application scope to HP Workforce Experience Platform Device Management.

8. Check Mark as Complete. Click Continue.

2.2.3 Provide API Key

Provide API task helps to ensure API key is provided to ServiceNow. Connect the ServiceNow instance with your (HP Workforce Experience Platform by connecting to integrations and entering the credentials of the connector user.

1. Enter HP WXP Device Management API Key field manually, if there is no API key, click Save.

2. Check Mark as Complete.

3. Click Continue.

2.2.4 Select Tenants

The Select Tenants task helps to create the selected HP Workforce Experience Tenants for Integration.

1. In the Select Tenants page, click Add to add the tenants for integration.

2. After adding the tenants, click Submit.

3. Check Mark as Complete and click Continue.

Note: Post guided setup completion, an admin can navigate to the ‘Add Tenants’ or ‘Remove Active Tenants’ modules to manage active tenants and newly found tenants. The functionality is the same as within the guided setup but is modularized for continuity.

2.2.5 Group for Failure Notification

The Group for Failure Notification task specifies the group that will receive failure notifications. Users in this group will be notified if any integration failures occur.

Note: The provided group name must contain an email address. Otherwise, the user will be redirected to the group page to enter an email address.

1. In the Group for Failure Notification page, select the Group.

2. Click Submit.

3. Check Mark as Complete and click Continue.

2.2.6 Confirm Completion

The Confirm Completion task allows the user to confirm that the app configuration is complete (Guided Setup). This option must be selected for the scheduled job to run. Enable Periodic: Get all Assets.

1. On the Confirm Completion page, select the checkbox if the configuration is complete with check box yes or no.

2. Click Save.

3. Check Mark as Complete and click Continue.

2.2.7 Load Devices

The Load Devices task runs the scheduled job - Periodic: Get all Assets on demand.

1. In Load Devices page, click Execute Now to fetch all the devices from the selected tenants in HP Workforce Experience Platform to ServiceNow

2. Check Mark as Complete and click Continue.

2.3 Support

In the ServiceNow page, search for HP and go to HP WXP Device Management page and go to Support > Contact.

1. Sign in to the HP Workforce Experience Platform.

2. On the left menu, click Help and Support.

3. Under Email section, click Request.

2.4 App Privacy Policy

In the ServiceNow page, All tab, search for HP. In HP WXP Device Management, go to Support > App Privacy Policy.

1. Access HP Privacy Central.

2. Click View HP’s Privacy Statement.

After installing the application, the initial setup is complete. Subsequently, all assets will be imported automatically by the periodic scheduled job.

Note: Ensure that the company and location records in ServiceNow foundation data align with the company, manufacturer, and location values in HP Workforce Experience Platform to prevent mismatches.

If no match or a mismatch occurs between the company and name, the Company, Manufacturer, and Location fields on the Computer (cmdb_ci_computer) record will remain empty after synchronization.

(Starting with the Xanadu release): When the final Guided Setup step, Confirm Completion, is Mark as Complete, the Guided Setup becomes final and cannot be modified further.

2.5 Recommendation

• We recommend confirming that all configuration details are correct before completing the final task.

• If the final Guided Setup step, Confirm Completion, is not completed, you can restart any other task. To do so, click the three dots near the top right of the task, and then select Restart to edit the specific task.
   

Related Resources

For additional information, refer to the following articles:

• TDD: HP WXP Device Management – ServiceNow Integration

• HP WXP - ServiceNow Integration for Event Management

Contact Us

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