`Introduction
The Alert Management integration between HP Workforce Experience Platform (WXP) and ServiceNow enables WXP to send device and fleet alerts to ServiceNow as incidents. It also enables ServiceNow to send resolution updates back to WXP.
This guide provides step-by-step guidance to:
Configure the interactive user and non-interactive user roles
This integration is designed to support proactive issue resolution, enhance IT efficiency, and align with HP’s broader strategy for digital experience monitoring.
Target 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.
Note: The ServiceNow integration is available to HP WXP partners and direct HP WXP customers. Partners can enable the integration across the customers they manage. Customers managed under a partner account cannot access the ServiceNow integration directly. For additional information, contact HP WXP Support.
Prerequisites
Before setting up the integration, ensure that the following prerequisites are met:
The WXP user has the Connector Admin role to access and use integrations and connectors in WXP.
The user has admin access to the ServiceNow instance.
For additional information related to Role-Based Access Control (RBAC), see Authentication section.
Setting Up the Alert Management Integration
Follow these steps to install the application, configure user roles, establish a secure connection, complete the setup, and validate the integration.
1. Installing the HP WXP Alert Management Application
Request the HP WXP Alert Management application from the ServiceNow store.
Go to the ServiceNow Store and enter HP Workforce Experience in the search bar.
Select the HP Workforce Experience Platform Alert Management application and click Get.
Note: If the Get option appears grayed out, the application may be ready to install, or there may be a temporary issue during ServiceNow Store maintenance.
Enter your ServiceNow login credentials when prompted. The landing page is displayed.
In the left menu of ServiceNow, click Admin Center > Application Manager. The Application Manager page is displayed.
Search for HP Workforce Experience Platform Alert Management in the list of available applications. On the Application Manager page, click Install. After installation, the app is displayed in the Installed list.
If the app is not listed, click Sync Now to synchronize the list with the ServiceNow Store.
Verify that the HP WXP Alert Management application is installed by going to System Applications > All Available Applications > All.
Search for the application name.
Check the Status column is showing Installed.
If the Status is Not Installed, the app is available but not installed.
If the Status is Update Available, the app is installed but a newer version exists.
2. Setting Up a Non-Interactive Connector User
To create a non-human user for system integration with web service access only:
In the left menu of ServiceNow, click Users. The Users page is displayed.
In the top right corner of the Users page, click New. The User creation page is displayed.
Add the details of the new user and select the checkbox next to Web service access only.
Under Identity type, select Machine.
Go to the Roles tab in the lower section of the page and click Edit.
Add the role x_hpws_wrkfrcexpam.admin.
The x_hpws_wrkfrcexpam.user role will be automatically assigned since it is inherited.
Click Save.
Click Set Password to set the password for the non-interactive user.
Click Generate to generate the password, then click Save Password.
Click the Copy icon to copy the password and paste it into a text editor. This password is required later when connecting to ServiceNow from WXP.
3. Setting Up an Interactive User
Assign the following roles to users who will access the application interactively:
x_hpws_wrkfrcexpam.admin (Application admin): Allows users to view all related modules and configure the application.
x_hpws_wrkfrcexpam.user (Application admin): Allows users to view the All Alerts and All Incidents modules.
4. Establishing a Secure Connection
Follow these steps to establish a connection between WXP and ServiceNow and authenticate using the configured user.
Log in to WXP. The Home page is displayed.
In the left menu of WXP, click Integrations. The Integrations page is displayed.
On the Integrations page, locate the ServiceNow card and click Connect. The ServiceNow dialog box is displayed.
In the ServiceNow dialog box, click Connect under Alert Management.
Click Next.
Enter the credentials of the interactive user 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. The Alert Management in Service Now will show as Connected
5. Beginning the Setup
The application now uses a Service Portal-based setup experience.
Open the setup page: Users can access the setup page either through Application Navigator > HP WXP Alert Management > Setup or by pasting this in a new tab https://{{instance_name}}.service-now.com/hp_wxp_am/hp_wxp_am_setup
Validating the Connection Status
The connection status is displayed at the top of the page. If Connected to WXP is displayed, the app is successfully configured. After making changes, click Refresh to view the latest connection status. Click Reconnect WXP to return to the Integrations tab in WXP.
Verify that API Key, Base URL, Tenant ID, Space ID, API Connection, and Tenant Validation show success.
If any check is unsuccessful, admin users can click the buttons in the upper-right corner to navigate to the different sections of the page and configure the app.
Setting Up the Connection
Admin users must configure the property values to set up the connection.
Ensure that all properties are filled in correctly, and click Save.
Completing the App Setup
Admin users can complete the app setup as follows:
Verify that URL Calibration, API Status, and Tenant refresh are completed.
Click Setup App. If any of these items is not configured, a dialog box with configuration instructions is displayed.
Note: Clicking Reset Setup erases the existing connection details, including the API key, space ID, and tenants.
Configuring the Tenant
Select the HP Workforce Experience tenants (customer or partner accounts) to include in the integration. Ensure that at least one tenant is marked Active for integration. Click Refresh Tenants if needed.
Note: After setup, only application admins can access the Tenant Configuration module to manage tenant connections. Admins can remove previously selected tenants or connect new tenants.
Configuring Notifications
Configure failure notification group. Users in the selected group will be notified in case of any integration failures.
6. Final Validation
After completing the setup, verify the following:
The connection status shows Success.
The setup is marked as Completed.
The tenant is in Active status.
The field mappings are configured.
Alerts and incidents start synchronizing automatically.
Note:
Setup must be completed on the portal page. Guided Setup is no longer used.
The integration does not work if no active tenant is configured.
Reconnect WXP can be used to resolve connection issues.
7. Viewing the App’s Privacy Policy
To view the app’s privacy policy:
In the left menu of ServiceNow, click HP WXP Alert Management > About > App Privacy Policy.
Note: If an older version of the HP WXP application is installed, go to Plugin, search for
x_hpws_wrkfrcexpam, and click Uninstall. Verify that the metadata has also been removed from the system.
Please refer to the FAQs: ServiceNow Integration article, where you can find answers to many common questions.
Contact Us
For any assistance, create a support case or email support@wxp.hp.com.