Introduction
The Device Management integration between HP Workforce Experience Platform (WXP) and ServiceNow enables synchronization of device inventory and lifecycle data into ServiceNow.
This guide provides step-by-step guidance to:
Configure user roles - interactive and non-interactive connector users
This integration improves device lifecycle management and IT operations. It also provides a central view of device health and inventory across the organization. With this integration, enterprise devices, such as computers, monitors, and docking stations, are automatically synchronized with the ServiceNow CMDB. This eliminates manual tracking and helps keep device records accurate and up to date.
All incoming device data is processed through ServiceNow’s Identification and Reconciliation Engine (IRE). IRE compares the data with existing CMDB records by using predefined rules. It determines whether to create a new device record or match the device with an existing record. This helps prevent duplicate records and maintain consistent data.
Customers can configure identification rules to uniquely identify devices, such as by serial number or hostname. They can also configure reconciliation rules to control which data sources can update specific attributes. These rules ensure that HP WXP data follows existing CMDB governance policies and does not overwrite trusted data from other sources. For additional information, refer to ServiceNow documentation.
Target Audience
IT administrators and support personnel who set up and manage the platform.
HP Partners who use the platform to manage their customers.
Note: ServiceNow integration is available to direct HP WXP customers and HP WXP partners. Partners can enable the integration for their managed customer tenants.
Customers managed under a partner account cannot access the ServiceNow integration directly. For additional information, 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.
Admin access to ServiceNow instance.
For information related to Role-Based Access Control (RBAC), refer to the Authentication section.
Note: For customers upgrading from previous versions:
If you already have an older version of the HP WXP application installed, go to Plugins, search for
x_hpws_wrkfrcexpdm, and click Uninstall.After uninstallation, verify that all associated metadata has been removed from the system before proceeding.
Setting Up ServiceNow Integration
Follow the below steps to successfully complete the ServceNow integration:
1. Installing the HP WXP Device Management Application
Go to ServiceNow Store and search “HP Workforce Experience.”
Select the HP Workforce Experience Platform Device Management application and click Get.
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.
Enter your ServiceNow login credentials when prompted.
After logging in to your ServiceNow instance, go to Admin Center and click Application Manager.
For example: https://{{instance_name}}.service-now.com
Search for HP Workforce Experience Platform Device Management in the available list.
If you cannot find this app, click Sync Now to resync from the ServiceNow store.
Once on the application page, click Install. Upon installation, you will find the app in the Installed list.
2. Setting Up a Non-Interactive Connector User
Create a non-human user for system integration. This is only for web service access:
From the left menu of ServiceNow, click Users. The existing users are displayed.
Not the Users page, click New from the top right corner. The User creation page is displayed.
Create a new user and select the checkbox for the field Web service access only.
Select Identity type as Machine.
Go to the Roles tab in the lower section of the page and click Edit.
Click Save.
The x_hpws_wrkfrcexpdm.user role is automatically assigned because it is inherited.
Note: For the non-interactive user, click Set Password, generate a password, and save it. Copy the password by clicking the copy icon, and store it securely. You must enter this password later in WXP.
3. Setting Up an Interactive User
Assign the following roles to users who will access the application interactively:
x_hpws_wrkfrcexpdm.admin (Application admin): Provides access to all related modules and allows the user to configure the application.
x_hpws_wrkfrcexpdm.user (Application user): Provides access to the All Assets, Computers, and Contact modules.
4. Establishing a Secure Connection
Establish a connection between WXP and ServiceNow.
Log in to WXP. The Home page is displayed.
From the left menu of WXP, click Integrations.
Locate the ServiceNow card and click Connect. A dialog box titled ServiceNow is displayed.
Under the Device Management section, click Connect.
Click Next.
Enter the credentials of the Interactive or Non-Interactive Connector User.
Instance name: {{instance_name}}.service-now.com
Username: ServiceNow user ID (interactive or non-interactive)
Password: ServiceNow user password
Upon entering the details, click Connect.
5. Setting up the Application in Service Now
The application uses a Service Portal-based setup experience. To access the setup page:
From the left menu of ServiceNow, click HP WXP Device Management.
Go to the Setup or by pasting this URL in a new tab: https://{{instance_name}}.service-now.com/hp_wxp_dm/hp_wxp_dm_setup
5.1 Validating Connection Status
The first section of the page is the connection status. If it shows “Connected to WXP”, then the app is successfully configured. Upon making any changes, you can click Refresh to get the latest status of the connection for the app.
Upon clicking Reconnect WXP, you will be redirected to WXP Integrations tab.
Ensure API Connection shows Success.
If not successful, then you can navigate through different sections of the page by clicking on the buttons in the top right corner to configure the app.
5.2 Completing the App Setup
You can set up the app by clicking the setup
Ensure URL Calibration, API Status, Discovery source and Tenant refresh are completed.
Click Setup App if required. If any one of them is not configured, you get the steps on how to configure in a dialog box.
Caution: The “Reset Setup” button will erase the established connection details like the API key, space ID, tenants, etc.
5.3 Tenant and Device Configuration
In this section, we can select HP Workforce Experience Tenants and Devices for Integration.
Ensure at least one device and tenant is marked Active for integration. Use Refresh Tenants if needed.
You can configure the following device types:
Computers
Monitors
Docking stations
Note:
Post setup, only application admins can navigate to the Tenant and Device Configuration module to manage tenant connections. Here, the admin can remove previously selected tenants and devices or connect newly found tenants and configure the devices.
Direct customers are associated with a single tenant, so tenant selection is not applicable beyond the initial setup. In contrast, Partners/MSPs can manage multiple tenants and use this module to control which tenants are active for data synchronization and operations.
5.4 Notifications
Configure failure notification group. Users in the selected group will be notified in the event of any integration failures.
6. Final Validation
After completing setup:
Connection status should show Success
Setup status should show Completed
Devices status should be Active
Tenant status should be active
When all these statuses are confirmed, device inventory, attributes, and configuration details start syncing automatically.
Note:
Setup must be completed in the portal page. ServiceNow Guided Setup is no longer used.
Integration will not work until at least one active tenant and device is configured.
Reconnect WXP can be used to resolve connection issues.
7. App Privacy Policy
To view the app’s privacy policy?
From the left menu of ServiceNow, click HP WXP Device Management > About > App Privacy Policy
Contact Us
Please refer to the FAQs: ServiceNow Integration article, where you can find answers to many common questions.
For any assistance, create a support case or email support@wxp.hp.com.