---
title: "TDD: WXP Event Management Integration with ServiceNow"
slug: "tdd-wxp-event-management-integration-with-servicenow"
description: "Integrate HP Workforce Experience with ServiceNow's Event and Incident Management for real-time alerts and improved incident response capabilities."
updated: 2026-06-16T05:37:16Z
published: 2026-06-16T05:37:16Z
canonical: "learn.workforceexperience.hp.com/tdd-wxp-event-management-integration-with-servicenow"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://learn.workforceexperience.hp.com/llms.txt
> Use this file to discover all available pages before exploring further.

# TDD: ServiceNow Event Management

## **Introduction**

### **1.1** **Purpose and Scope of the Document**

This document offers a detailed technical design for integrating HP Workforce Experience with ServiceNow's Event and Incident Management modules. It describes the features, architecture, data flow, user interface, and crucial components of the integration, ensuring consistency with ServiceNow’s best practices.

This TDD covers the following topics:

- [Key Features and Use Cases](/wxp/docs/tdd-servicenow-hp-wxp-event-management-application#2-key-features-and-use-cases)
- [Application Architecture](/wxp/docs/tdd-servicenow-hp-wxp-event-management-application#3-application-architecture)
- [Data Model](/wxp/docs/tdd-servicenow-hp-wxp-event-management-application#4-data-model)
- [User Interface and Installation Guide](/wxp/docs/tdd-servicenow-hp-wxp-event-management-application#5-user-interface-installation-guide)
- [Business Logic and Workflow](/wxp/docs/tdd-servicenow-hp-wxp-event-management-application#6-business-logic-and-workflow)
- [Deployment and Implementation](/wxp/docs/tdd-servicenow-hp-wxp-event-management-application#7-deployment-and-implementation)
- [Maintenance and Support](/wxp/docs/tdd-servicenow-hp-wxp-event-management-application#8-maintenance-and-support)
- [Appendix](/wxp/docs/tdd-servicenow-hp-wxp-event-management-application#9-appendix)

### **1.2** **Overview of the Application**

The integration between HP Workforce Experience and ServiceNow enables the real-time processing of device performance and usage data into ServiceNow as events or alerts, which then create incident records. This application is structured into two main sections:

- Guided setup features (authentication, event rules, field translation/mapping, notifications, etc.)
- Conversion process from HP Workforce Experience to ServiceNow Event/Incident (field mapping matrix, integration failure notifications, record synchronization between systems, error handling mechanisms, etc.).

### **1.3** **Target Audience**

This technical design document is aimed at system and application administrators tasked with implementing and managing the HP Workforce Experience integration with ServiceNow’s Event and Incident Management modules. It is also intended for IT operations teams, support engineers, and decision-makers overseeing IT service management processes who seek to utilize this integration to improve their incident response and device management capabilities.

> [!NOTE]
> **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.

## **2. Key Features and Use Cases**

This integration features a ServiceNow Configuration Wizard designed to streamline the setup and deployment. With its guided, step-by-step interface, the wizard facilitates configuring the connection between HP Workforce Experience and ServiceNow’s Event and Incident management modules. Notable features of the wizard include:

- Authentication using Fastn.AI
- Selection of tenants
- Import of historical records
- Field mapping between HP Workforce Experience and ServiceNow
- Selection and loading of Event Record Types

The use case diagram below provides a visual representation of the integration from the perspectives of different personas, such as end users and the incident resolvers.

![](https://cdn.us.document360.io/c9ecd56a-08d4-4e2f-ab71-60540f7ba8f3/Images/Documentation/base64-converted-image-1781320375858.png?sv=2026-02-06&spr=https&st=2026-10-31T18%3A53%3A52Z&se=2026-10-31T19%3A53%3A52Z&sr=c&sp=r&sig=jJV2emeh8WWBiY5nYo4fwZajCaIEUk4F6o9Enu4msNc%3D)

## **3. Application Architecture**

The Application Architecture section contains the high-level architecture diagram, application scope information, data flow diagrams, and any integrations with other systems/applications. These designs reflect how components of the application interact and how data flows.

![](https://cdn.us.document360.io/c9ecd56a-08d4-4e2f-ab71-60540f7ba8f3/Images/Documentation/undefined (30).png?sv=2026-02-06&spr=https&st=2026-10-31T18%3A53%3A52Z&se=2026-10-31T19%3A53%3A52Z&sr=c&sp=r&sig=jJV2emeh8WWBiY5nYo4fwZajCaIEUk4F6o9Enu4msNc%3D)

![](https://cdn.us.document360.io/c9ecd56a-08d4-4e2f-ab71-60540f7ba8f3/Images/Documentation/undefined (31).png?sv=2026-02-06&spr=https&st=2026-10-31T18%3A53%3A52Z&se=2026-10-31T19%3A53%3A52Z&sr=c&sp=r&sig=jJV2emeh8WWBiY5nYo4fwZajCaIEUk4F6o9Enu4msNc%3D)

## **4. Data Model**

The Data Model section contains an entity-relationship diagram (ERD), table definitions with field names, types and relationships, and also access control requirements.

### **4.1 Data Model Narrative**

### **4.2** **Table Name – HP Inc Import set(x_hpws_wrkfrc_exp_fm_hp_inc_import_set)**

| **Column name** | **Column label** | **Mandatory** | **Primary** | **Type** | **Max length** |
| --- | --- | --- | --- | --- | --- |
| u_repeated | Repeated | FALSE | FALSE | String | 40 |
| u_guid | Guid | FALSE | FALSE | String | 40 |
| u_description | description | FALSE | FALSE | String | 2500 |
| u_userid | userId | FALSE | FALSE | String | 40 |
| u_metadata | metadata | FALSE | FALSE | String | 111 |
| u_updatedat | updatedAt | FALSE | FALSE | String | 40 |
| u_isdeleted | isDeleted | FALSE | FALSE | String | 40 |
| u_status | status | FALSE | FALSE | String | 200 |
| type | Type | FALSE | FALSE | String | 100 |
| u_isarchived | isArchived | FALSE | FALSE | String | 40 |
| u_priority | priority | FALSE | FALSE | String | 200 |
| u_measureid | measureId | FALSE | FALSE | String | 40 |
| u_laststatusupdatedat | lastStatusUpdatedAt | FALSE | FALSE | String | 40 |
| u_methodclosed | methodClosed | FALSE | FALSE | String | 40 |
| u_displayid | displayId | FALSE | FALSE | String | 40 |
| u_type | type | FALSE | FALSE | String | 200 |
| u_tenantid | tenantId | FALSE | FALSE | String | 40 |
| historical_event | Historical Event | FALSE | FALSE | True/False | 40 |
| u_id | id | FALSE | FALSE | String | 40 |
| u_createdat | createdAt | FALSE | FALSE | String | 40 |
| u_activecare | activeCare | FALSE | FALSE | String | 40 |
| u_deviceid | deviceId | FALSE | FALSE | String | 43 |
| u_devicedetails | deviceDetails | FALSE | FALSE | String | 1000 |
|  |  | FALSE | FALSE | Collection | 40 |
| u_title | title | FALSE | FALSE | String | 40 |
| u_occuredat | occuredAt | FALSE | FALSE | String | 40 |
| u_sourceid | sourceId | FALSE | FALSE | String | 40 |
| u_companydetails | companyDetails | FALSE | FALSE | String | 1000 |
| u_os | os | FALSE | FALSE | String | 40 |
| ignore_event | Ignore Event | FALSE | FALSE | True/False | 40 |
| u_sourcelocation | sourceLocation | FALSE | FALSE | String | 40 |
| u_errorcode | errorCode | FALSE | FALSE | String | 40 |
| u_userdetails | userDetails | FALSE | FALSE | String | 159 |
| u_lastassigeeupdatedat | lastAssigeeUpdatedAt | FALSE | FALSE | String | 40 |
| u_subtype | subtype | FALSE | FALSE | String | 200 |
| subtype | Subtype | FALSE | FALSE | String | 100 |
| sys_id | Sys ID | FALSE | TRUE | Sys ID (GUID) | 32 |

### **4.3** **Table Name: Wrkfrc Exp Field Mapping(x_hpws_wrkfrc_exp_fm_wfm)**

| **Column name** | **Column label** | **Mandatory** | **Primary** | **Type** | **Max length** |
| --- | --- | --- | --- | --- | --- |
| source_value | Source Value | FALSE | FALSE | String | 40 |
| sys_id | Sys ID | FALSE | TRUE | Sys ID (GUID) | 32 |
| active | Active | FALSE | FALSE | True/False | 40 |
| source_table | Source Table | FALSE | FALSE | Table Name | 80 |
| snow_value | Target Value | FALSE | FALSE | String | 100 |
| source_field | Source Field | FALSE | FALSE | Field Name | 80 |
| source | Source | TRUE | FALSE | Choice | 40 |
| wrkfrc_exp_key | Wrkfrc Exp Key | FALSE | FALSE | Choice | 100 |
| wrkfrc_exp_value | Wrkfrc Exp Value | FALSE | FALSE | Choice | 100 |
| target_table | Target Table | FALSE | FALSE | Table Name | 80 |
| sys_created_by | Created by | FALSE | FALSE | String | 40 |
| sys_created_on | Created | FALSE | FALSE | Date/Time | 40 |
| sys_updated_by | Updated by | FALSE | FALSE | String | 40 |
| sys_mod_count | Updates | FALSE | FALSE | Integer | 40 |
| sys_updated_on | Updated | FALSE | FALSE | Date/Time | 40 |
|  |  | FALSE | FALSE | Collection | 40 |
| snow_field | Target Field | FALSE | FALSE | Field Name | 100 |

### **4.4** Table Name: Tenant List (x_hpws_wrkfrc_exp_tenant_selection)

| Column name | Column label | Mandatory | Primary | Type | Max length |
| --- | --- | --- | --- | --- | --- |
| tenant | Tenant | FALSE | FALSE | String | 32 |
| active | Active | FALSE | FALSE | TRUE/FALSE | 40 |
| sys_created_on | Created | FALSE | FALSE | Date/Time | 40 |
| sys_updated_on | Updated | FALSE | FALSE | Date/Time | 40 |
| sys_id | Sys ID | FALSE | TRUE | Sys ID (GUID) | 32 |
| sys_mod_count | Updates | FALSE | FALSE | Integer | 40 |
| sys_created_by | Created by | FALSE | FALSE | String | 40 |
| sys_updated_by | Updated by | FALSE | FALSE | String | 40 |

### **4.5** **Access Control Requirements**

List of ACLs for reference:

| Name | Operation | Type | Role |
| --- | --- | --- | --- |
| x_hpws_wrkfrc_exp_fm_wfm | delete | record | x_hpws_wrkfrc_exp.admin |
| x_hpws_wrkfrc_exp_fm_wfm | write | record | x_hpws_wrkfrc_exp.admin |
| x_hpws_wrkfrc_exp_fm_wfm | read | record | x_hpws_wrkfrc_exp.admin |
| x_hpws_wrkfrc_exp_fm_wfm | create | record | x_hpws_wrkfrc_exp.admin |

| Name | Operation | Type | Role |
| --- | --- | --- | --- |
| x_hpws_wrkfrc_exp_fm_hp_inc_import_set | delete | record | x_hpws_wrkfrc_exp.admin |
| x_hpws_wrkfrc_exp_fm_hp_inc_import_set | write | record | x_hpws_wrkfrc_exp.admin |
| x_hpws_wrkfrc_exp_fm_hp_inc_import_set | read | record | x_hpws_wrkfrc_exp.admin |
| x_hpws_wrkfrc_exp_fm_hp_inc_import_set | create | record | x_hpws_wrkfrc_exp.admin |

| Name | Operation | Type | Role |
| --- | --- | --- | --- |
| WrkfrcExpIdMapping | execute | Client_callable_script_include | itil |
| wrkfrc_exp_utils | execute | Client_callable_script_include | itil |
| x_hpws_wrkfrc_exp_em_tenant_selection | delete | record |  |
| x_hpws_wrkfrc_exp_em_tenant_selection | create | record | x_hpws_wrkfrc_exp.admin |
| x_hpws_wrkfrc_exp_em_tenant_selection | read | record | x_hpws_wrkfrc_exp.admin |
| x_hpws_wrkfrc_exp_em_tenant_selection.active | write | record | x_hpws_wrkfrc_exp.admin |
| x_hpws_wrkfrc_exp_em_tenant_selection.tenant | write | record | x_hpws_wrkfrc_exp.admin |
| x_hpws_wrkfrc_exp_list_of_tenants | write | record | X_hpws_wrkfrc_exp.list_of_tenants_user |
| x_hpws_wrkfrc_exp_list_of_tenants | read | record |  |
| x_hpws_wrkfrc_exp_list_of_tenants | delete | record |  |
| x_hpws_wrkfrc_exp_list_of_tenants | create | record |  |
| x_hpws_wrkfrc_exp_test | read | ui_page | Itil_admin |
| x_hpws_wrkfrc_exp_WrkfrcExpEvent Rule | read | ui_page | itil |
| x_hpws_wrkfrc_exp_WrkfrcExpEventRule | read | ui_page | x_hpws_wrkfrc_exp.admin |
| x_hpws_wrkfrc_exp_WrkfrcExpFieldMapping | read | ui_page | x_hpws_wrkfrc_exp.admin |
| x_hpws_wrkfrc_exp_WrkfrcExpGrpEmail | read | ui_page | x_hpws_wrkfrc_exp.admin |
| x_hpws_wrkfrc_exp_WrkfrcExpGuidedSetUp | read | ui_page | x_hpws_wrkfrc_exp.user |
| x_hpws_wrkfrc_exp_WrkfrcExpHistoricalSuccess | read | ui_page | itil |
| x_hpws_wrkfrc_exp_WrkfrcExpHistoricalSuccessMessage | read | ui_page | x_hpws_wrkfrc_exp.admin |
| x_hpws_wrkfrc_exp_WrkfrcExpJobRedirect | read | ui_page | x_hpws_wrkfrc_exp.admin |
| x_hpws_wrkfrc_exp_WrkfrcExpLoad Data | read | ui_page | itil |
| x_hpws_wrkfrc_exp_WrkfrcExpModule | read | ui_page | itil |
| x_hpws_wrkfrc_exp_WrkfrcExpRedirectCompany | read | ui_page | x_hpws_wrkfrc_exp.admin |
| X_hpws_wrkfrc_exp_Wrkfrc_ExpRedirectContact | read | ui_page | x_hpws_wrkfrc_exp.user |
| x_hpws_wrkfrc_exp_Wrkfrc_ExpRedirectHistRecImport | read | ui_page | x_hpws_wrkfrc_exp.admin |
| x_hpws_wrkfrc_exp_Wrkfrc_ExpRedrctAppPrivacyPolicy | read | ui_page | x_hpws_wrkfrc_exp.admin |
| x_hpws_wrkfrc_exp_Wrkfrc_ExpRPSuccess | read | ui_page | x_hpws_wrkfrc_exp.admin |
| x_hpws_wrkfrc_exp_Wrkfrc_ExpSubtypeMapping | read | ui_page | x_hpws_wrkfrc_exp.admin |
| x_hpws_wrkfrc_exp_Wrkfrc_ExpUpdateSysid | read | ui_page | itil |
| X_hpws_wrkfrc_exp_wrkfrc_exp_historical_record_filter | read | ui_page | admin |

## **5. User Interface / Installation Guide**

The user interface design section references wireframes/screenshots of application UI elements and navigation paths showing common user paths and design.

See User Installation Guide

## **6. Business Logic and Workflow**

The business logic and workflow sections contain workflow diagrams, business rules, client scripts, and script includes. Steps for event detection, alert generation (event rule), alert management rule (incident creation) and incident management and resolution are provided.

### **HP Workforce → Import Set Table → Event → Alert → Incident**

Import Set Table: Data from HP Workforce Experience will be inserted in the import set staging table.

- Event: An occurrence or action initiated by the user or system.
- Alert: A notification triggered by the event, indicating a potential issue or status change.
- Incident: A documented occurrence that requires attention, often triggered by an alert.

### **Workflow Steps**

- Event Detection
- Alert Generation
- Alert Management Rule (Incident Creation)
- Incident Management and Resolution

#### **Event Detection**

- **Description**: Transform map creates an event whenever the schedule job executes.
- **Tools/Systems Involved**: Guided setup

#### **Alert Generation (Event Rule)**

- **Description:** The system evaluates the event against predefined criteria to determine if it warrants an alert by an event rule. If the event meets the criteria, an alert is generated.
- **Criteria:** Metric name is one of
  - BATTERY_NEEDS_ATTENTION,
  - INTEGRATION_FAILURE,
  - BATTERY_NOT_DETECTED,
  - BATTERY_RECALL,
  - HDD_PREDICTIVE_FAILURE,
  - HDD_SMART_EVENT_FAIL,
  - HDD_STORAGE_FULL
- **Tools/Systems Involved:** Event Rule.

#### **Alert Management Rule (Incident Creation)**

- **Description:** If the alert indicates a significant issue, an incident is created for further investigation and resolution.
- **Criteria:** Metric name is one of
  - BATTERY_NEEDS_ATTENTION,
  - INTEGRATION_FAILURE,
  - BATTERY_NOT_DETECTED,
  - BATTERY_RECALL,
  - HDD_PREDICTIVE_FAILURE,
  - HDD_SMART_EVENT_FAIL,
  - HDD_STORAGE_FULL

**Tools/Systems Involved:** Alert Management Rule.

#### **Incident Management and Resolution**

- **Description:** The incident is tracked, managed, and resolved by the appropriate team.
- **Processes:** Incident triage, root cause analysis, resolution implementation, incident closure.
- **Tools/Systems Involved:** Incident management systems, collaboration tools, documentation systems.

![](https://cdn.us.document360.io/c9ecd56a-08d4-4e2f-ab71-60540f7ba8f3/Images/Documentation/tdd-servicenow-hp-wxp-event-management-application-image-31vqpqep.png?sv=2026-02-06&spr=https&st=2026-10-31T18%3A53%3A52Z&se=2026-10-31T19%3A53%3A52Z&sr=c&sp=r&sig=jJV2emeh8WWBiY5nYo4fwZajCaIEUk4F6o9Enu4msNc%3D)

### **6.3 Import Set Web Services**

List of Import Set Web Services for reference:

| Name | Application |
| --- | --- |
| HP WXP Incidents Import Set | HP Workforce Experience Platform Event Management |

### **6.4 Transform Maps**

The table below shows the transform map list created for mapping the staging table to target table:

| **Name** | **Source table** | **Target table** |
| --- | --- | --- |
| HP Wrkfrc Exp Events | HP WXP Incidents Import Set (x_hpws_wrkfrc_exp_fm_hp_inc_import_set) | Event(em_event) |
| wfm_transform_map | wfm_staging [x_hpws_wrkfrc_exp_wfm_staging] | Wrkfrc Exp Fm Wfm [x_hpws_wrkfrc_exp_fm_wfm] |

### **6.5** **Business Rules**

List of Business Rules for reference:

| **Name** | **Table** | **Application** | **Description** |
| --- | --- | --- | --- |
| Close Workforce Experience incidents | Incident | HP Workforce Experience Platform Event Management | This script will send close status to HP when incidents get closed in SNOW. |
| WrkfrcExp: Dismiss Wrkfrc Exp Incident | Event | HP Workforce Experience Platform Event Management | This script will send dismissal status to HP for the ignored events |
| Log EM Rule Updates | Event Rule | HP Workforce Experience Platform Event Management | This script will show the updates done on the event rule in application logs. |
| HPwxpEVNAppInsertRecord | System Property | HP Workforce Experience Platform Event Management |  |
| HpwxpEVNUpdateTenantModule | System Property | HP Workforce Experience Platform Event Management |  |
| HP_WXP_EVN_Remove_property | Tenant List | HP Workforce Experience Platform Event Management |  |
| HP_WXP_EVN_Update_Property | Tenant List | HP Workforce Experience Platform Event Management |  |

### **6.6 Script Includes**

List of Script Includes for reference:

| **Name** | **Description** | **Application** |
| --- | --- | --- |
| WrkfrcExpFleetMgmtUtil | Includes functions for calling API and handling the response. | HP Workforce Experience Platform Event Management |
| WrkfrcExpldMapping | Includes functions used for population of options during WrkfrcExp Field Mapping | HP Workforce Experience Platform Event Management |
| wrkfrc_exp_utils | Includes functions for general utilities | HP Workforce Experience Platform Event Management |

### **6.7 Scheduled Script Executions**

List of Scheduled Script for reference:

| **Name** | **Description** | **Type** | **Default execution interval** | **Application** |
| --- | --- | --- | --- | --- |
| Periodic: Retry Dismiss Update | To send dismiss status to source for the events that are in error state. | Periodically | 1.5 Min | HP Workforce Experience Platform Event Management |
| Periodic: Get incidents updated since last sync | To get all the incidents created after the last sync | Periodically | 30 Sec | HP Workforce Experience Platform Event Management |
| On Demand: Calibrate URL References | To populate sysID values to respective system properties. | On Demand | ----- | HP Workforce Experience Platform Event Management |
| On Demand: Get all incidents | To get all the incidents | On Demand | ----- | HP Workforce Experience Platform Event Management |
| Periodic: Retry Fixed Update | To retry the failure mechanism | Daily | 1 Min | HP Workforce Experience Platform Event Management |

### **6.8 Record Producers**

List of Record Producers for reference:

| Record Producer Name | Description |
| --- | --- |
| HP Workforce Experience Platform Historical Records Import | This form is used to input your filters for importing historical records from HP Workforce Experience instance: |
| HP Workforce Experience Platform Group/Email for Failure Notification | This form is used to provide the group/Email address for which failure notification has to be sent. |
| HP Workforce Experience Platform Field Mapping | This form is used to select your source for configuring field mapping for HP Workforce Experience and ServiceNow Tables |
| HP Workforce Experience Platform Subtype Mapping | This form is used to map the Sub Type values from HP Workforce Experience to Subcategory values in ServiceNow |

### **6.9 Catalog Client Scripts**

List of Catalog Client Scripts for reference:

| **Name** | **Catalog item** | **Description** | **Type** |
| --- | --- | --- | --- |
| Time validate | Wrkfrc Exp Historical Records Import | To ensure if entered time is not future date | onChange |
| Set email address to system property | Group/Email for Failure Notification | To set the system property value with the selected group’s email address | onSubmit |
| Populate Category |  |  | onChange |
| Set target values 2 |  |  | onChange |
| Set Target field values |  |  | onChange |
| Populate type |  |  | onChange |
| Set WrkfrcExp Field values |  |  | onChange |
| Subcategory Values |  |  | onChange |
| Group Email Validation | HP Workforce Experience Platform Group/Email for Failure Notification |  | onChange |
| Set Target field |  |  | onChange |
| Set target_field |  |  | onChange |
| Set snow_value Value |  |  | onChange |
| Set wrkfrc_exp_value |  |  | onChange |

### **6.10 Catalog UI Policies**

List of Catalog UI Policies for reference:

| **Name** | **Catalog item** | **Description** | **Applies on a Catalog Item view [Catalog UI Policy]** | **Applies on the Target Record [Catalog UI Policy]** |
| --- | --- | --- | --- | --- |
| Show var set 1 | WrkfrcExp Field Mapping | To control the visibility of fields | TRUE | FALSE |
| Show var set 2 | WrkfrcExp Field Mapping | To control the visibility of fields | TRUE | FALSE |
| Make editable for all fields | Mappings from HPWXP to ServiceNow for Type, Priority, Status | To make fields editable | TRUE | FALSE |

### **6.11 Variable Sets**

#### **6.11.1 Companies**

The client script below is written on the ‘Companies’ variable set:

| **Name** | **Description** | **Type** | **Applies on a Catalog Item view** | **Applies on Target Record** |
| --- | --- | --- | --- | --- |
| Populate Company | Fetches the children of partner tenants | onLoad | TRUE | FALSE |

#### **6.11.2 Mappings from HP Workforce Experience to ServiceNow**

The client script below is written on ‘the Mappings from HP Workforce Experience to ServiceNow’ variable set:

| **Name** | **Description** | **Type** | **Applies on a Catalog Item view** | **Applies on Target Record** |
| --- | --- | --- | --- | --- |
| Set Target field values | This script sets the target field values | onChange | TRUE | FALSE |
| Set WrkfrcExp Field values | This script sets the WrkfrcExp field values | onChange | TRUE | FALSE |
| Set Target field | This script sets the target field | onChange | TRUE | FALSE |

#### **6.11.3 HP Workforce Experience to ServiceNow**

The client script below is written on the ‘HP Workforce Experience to ServiceNow’ variable set:

| **Name** | **Description** | **Type** | **Applies on a Catalog Item view** | **Applies on Target Record** |
| --- | --- | --- | --- | --- |
| Populate category | This script will populate the category | onChange | TRUE | FALSE |
| Populate type | This script will populate the type | onChange | TRUE | FALSE |
| Subcategory values | This script will populate subcategory value | onChange | TRUE | FALSE |

#### **6.11.4 Mappings in ServiceNow**

The client script below is written on the ‘Mappings in ServiceNow’ variable set:

| **Name** | **Description** | **Type** | **Applies on a Catalog Item view** | **Applies on Target Record** |
| --- | --- | --- | --- | --- |
| Set target values 2 | This will control the visibility of fields | onChange | TRUE | FALSE |

### **6.12 UI Pages**

List of UI Pages for reference:

| UI Page Name | Description |
| --- | --- |
| WrkfrcExpEventRule | To redirect to record producer |
| WrkfrcExpRedirectCompany | To redirect to record producer |
| WrkfrcExpFieldMapping | To redirect to record producer |
| WrkfrcExpGrpEmail | To redirect to record producer |
| WrkfrcExpJobRedirect | To display Scheduled Job in Guided setup |
| WrkfrcExpRPSuccess | To display Success message upon submission of record producer |
| WrkfrcExpRedirectHistRecordImport | To display record producer |
| WrkfrcExpSubtypeMapping | To display record producer |
| WrkfrcExpGuidedSetUp |  |
| WrkfrcExpRedirectContact |  |
| WrkfrcExpRedirectAppPrivacyPolicy |  |

**Note**: Created UI Pages to use their endpoints in Guided Setup in order to avoid using Sys ID in redirection URL.

### **6.13 Notifications**

List of Notifications for reference:

| Notification Name | Description |
| --- | --- |
| Wrkfrc Exp Integration Failure | To trigger when an integration failure is identified between SNOW and HP |

### **6.14 Event Registry**

List of Event Registry for reference:

| Event Registry Name | Description |
| --- | --- |
| x_hpws_wrkfrc_exp.hp.failure.notify | To trigger notification: Wrkfrc Exp Integration Failure |

### **6.15 Notification Email Script**

Notification Email Script for reference:

| Notification Email Script Name | Description |
| --- | --- |
| failure_notification | This is used to show email body for the notification: Wrkfrc Exp Integration Failure |

### **6.16 Process Flow/Workflow**

#### **6.16.1 Sub Flows**

Create HP Wrkfrc Exp Incident – Created this flow to create incident.

![](https://cdn.us.document360.io/c9ecd56a-08d4-4e2f-ab71-60540f7ba8f3/Images/Documentation/tdd-servicenow-hp-wxp-event-management-application-image-yp66jjq1.png?sv=2026-02-06&spr=https&st=2026-10-31T18%3A53%3A52Z&se=2026-10-31T19%3A53%3A52Z&sr=c&sp=r&sig=jJV2emeh8WWBiY5nYo4fwZajCaIEUk4F6o9Enu4msNc%3D)

![](https://cdn.us.document360.io/c9ecd56a-08d4-4e2f-ab71-60540f7ba8f3/Images/Documentation/tdd-servicenow-hp-wxp-event-management-application-image-bdgkhc3o.png?sv=2026-02-06&spr=https&st=2026-10-31T18%3A53%3A52Z&se=2026-10-31T19%3A53%3A52Z&sr=c&sp=r&sig=jJV2emeh8WWBiY5nYo4fwZajCaIEUk4F6o9Enu4msNc%3D)

**Create Incident with field mapping** - Created this flow to create incident based on field mapping data

![](https://cdn.us.document360.io/c9ecd56a-08d4-4e2f-ab71-60540f7ba8f3/Images/Documentation/tdd-servicenow-hp-wxp-event-management-application-image-bo3bk9se.png?sv=2026-02-06&spr=https&st=2026-10-31T18%3A53%3A52Z&se=2026-10-31T19%3A53%3A52Z&sr=c&sp=r&sig=jJV2emeh8WWBiY5nYo4fwZajCaIEUk4F6o9Enu4msNc%3D)

![](https://cdn.us.document360.io/c9ecd56a-08d4-4e2f-ab71-60540f7ba8f3/Images/Documentation/tdd-servicenow-hp-wxp-event-management-application-image-p6sjwat4.png?sv=2026-02-06&spr=https&st=2026-10-31T18%3A53%3A52Z&se=2026-10-31T19%3A53%3A52Z&sr=c&sp=r&sig=jJV2emeh8WWBiY5nYo4fwZajCaIEUk4F6o9Enu4msNc%3D)

![](https://cdn.us.document360.io/c9ecd56a-08d4-4e2f-ab71-60540f7ba8f3/Images/Documentation/tdd-servicenow-hp-wxp-event-management-application-image-lcax5lef.png?sv=2026-02-06&spr=https&st=2026-10-31T18%3A53%3A52Z&se=2026-10-31T19%3A53%3A52Z&sr=c&sp=r&sig=jJV2emeh8WWBiY5nYo4fwZajCaIEUk4F6o9Enu4msNc%3D)

#### **6.16.2 Flow Actions**

Wrkfrc Exp incident Field Mapping – Created this custom action for field mapping.

![](https://cdn.us.document360.io/c9ecd56a-08d4-4e2f-ab71-60540f7ba8f3/Images/Documentation/tdd-servicenow-hp-wxp-event-management-application-image-dmcsslik.png?sv=2026-02-06&spr=https&st=2026-10-31T18%3A53%3A52Z&se=2026-10-31T19%3A53%3A52Z&sr=c&sp=r&sig=jJV2emeh8WWBiY5nYo4fwZajCaIEUk4F6o9Enu4msNc%3D)

![](https://cdn.us.document360.io/c9ecd56a-08d4-4e2f-ab71-60540f7ba8f3/Images/Documentation/tdd-servicenow-hp-wxp-event-management-application-image-5nqiimzo.png?sv=2026-02-06&spr=https&st=2026-10-31T18%3A53%3A52Z&se=2026-10-31T19%3A53%3A52Z&sr=c&sp=r&sig=jJV2emeh8WWBiY5nYo4fwZajCaIEUk4F6o9Enu4msNc%3D)

![](https://cdn.us.document360.io/c9ecd56a-08d4-4e2f-ab71-60540f7ba8f3/Images/Documentation/tdd-servicenow-hp-wxp-event-management-application-image-aluz9lp5.png?sv=2026-02-06&spr=https&st=2026-10-31T18%3A53%3A52Z&se=2026-10-31T19%3A53%3A52Z&sr=c&sp=r&sig=jJV2emeh8WWBiY5nYo4fwZajCaIEUk4F6o9Enu4msNc%3D)

![](https://cdn.us.document360.io/c9ecd56a-08d4-4e2f-ab71-60540f7ba8f3/Images/Documentation/tdd-servicenow-hp-wxp-event-management-application-image-7kmbjqfv.png?sv=2026-02-06&spr=https&st=2026-10-31T18%3A53%3A52Z&se=2026-10-31T19%3A53%3A52Z&sr=c&sp=r&sig=jJV2emeh8WWBiY5nYo4fwZajCaIEUk4F6o9Enu4msNc%3D)

![](https://cdn.us.document360.io/c9ecd56a-08d4-4e2f-ab71-60540f7ba8f3/Images/Documentation/tdd-servicenow-hp-wxp-event-management-application-image-xxj72k0n.png?sv=2026-02-06&spr=https&st=2026-10-31T18%3A53%3A52Z&se=2026-10-31T19%3A53%3A52Z&sr=c&sp=r&sig=jJV2emeh8WWBiY5nYo4fwZajCaIEUk4F6o9Enu4msNc%3D)

### **6.17 UI Policies**

List of UI Policies for reference:

| **Name** | **Table** | **Application** |
| --- | --- | --- |
| Make Key, Target field, Target value field editable. | x_hpws_wrkfrc_ex p_fm_wfm | HP Workforce Experience Platform Event Management |
| Onload of form make target field read only | x_hpws_wrkfrc_ex p_fm_wfm | HP Workforce Experience Platform Event Management |
| Show source table and field if source ServiceNow | x_hpws_wrkfrc_exp_fm_wfm | HP Workforce Experience Platform Event Management |
| Source field to be read only and the source to fill in automatically.... | x_hpws_wrkfrc_ex p_fm_wfm | HP Workforce Experience Platform Event Management |
| Show wrkfrc expkey and wrkfrc expvalue if source is HP Workforce Experience | x_hpws_wrkfrc_exp_fm_wfm | HP Workforce Experience Platform Event Management |
| Hide TenantID | Tenant List [x_hpws_wrkfrc_exp_em_tenant_selection] | HP Workforce Experience Platform Event Management |

### **6.18 System Properties**

List of System Properties for reference:

| **Name** | **Description** |
| --- | --- |
| x_hpws_wrkfrc_exp.subtype_mapping | holds the sysid of the record producer : Workforce Experience Subtype Mapping. |
| x_hpws_wrkfrc_exp.field_mapping | holds the sysid of the record producer : Workforce Experience Field Mapping. |
| x_hpws_wrkfrc_exp.type.subtype.map | Mapping for workforce type-subtype |
| x_hpws_wrkfrc_exp.tenants | list of tenants |
| x_hpws_wrkfrc_exp.selected.tenants | selected tenants |
| x_hpws_wrkfrc_exp.rec.prod.company | holds the sysid of the record producer : company |
| x_hpws_wrkfrc_exp.historical.report.import.filter | SysID of record producer for historical record import |
| x_hpws_wrkfrc_exp.company.tenants | partner/company tenantId |
| x_hpws_wrkfrc_exp.fastn_api_baseurl | Base URL for fastn |
| x_hpws_wrkfrc_exp.notify_failure_group | Please provide a Group Name for which failure notification has to be sent |
| x_hpws_wrkfrc_exp.last.sync.time.epoch.ms | The time Events were last synced with HP Wrkfrc Exp in milliseconds since January 1, 1970, 00:00:00 GMT |
| x_hpws_wrkfrc_exp.hpWorkforce | Sys id of HP Workforce Application |
| x_hpws_wrkfrc_exp.historical_report_import | holds the sys id of the record producer : Workforce Experience Historical Records Import. |
| x_hpws_wrkfrc_exp.get_all_incidents | contains sys id of the schedule job: On Demand: Get all incidents. |
| x_hpws_wrkfrc_exp.fastn.space.id | HP Workforce Experience API Space ID |
| x_hpws_wrkfrc_exp.email_record_selection | holds the sysid of the record producer : Group/Email for Failure Notification. |
| x_hpws_wrkfrc_exp.close_notes_by_wrkfrc_exp | Contains the Close notes provided in Incidents closed by HP Workforce Experience |
| x_hpws_wrkfrc_exp.api.fastn.api.key | HP Workforce Experience API key |
| x_hpws_wrkfrc_exp.alert creation | holds the sysID of the event rule page |
| x_hpws_wrkfrc_exp.identifier | Provide Identifier for auto-populating on new incident records |
| x_hpws_wrkfrc_exp.integration.page.size | Items per page |
| x_hpws_wrkfrc_exp.tenant.type | Holds tenant type value from Fastn |
| x_hpws_wrkfrc_exp.incident.channel.value | Provide identifier for auto-populating on new incident records |
| x_hpws_wrkfrc_exp.selected.tenants.name | Stores name of selected tenants |
| x_hpws_wrkfrc_exp.company.additionaltenants | Stores additional tenants updated on HP side |
| x_hpws_wrkfrc_exp.current.report.import |  |
| x_hpws_wrkfrc_exp.glide.http.outbound.max_timeout.enabled | Manages outbound max timeout and sets to false by default |
| x_hpws_wrkfrc_exp.glide.rest.outbound.ecc_response.timeout | Sets the response timeout for outbound rest. |

### **6.19 Outbound Integrations [REST Message]**

List of REST Messages for reference:

| **Name** | **Table** | **Application** |
| --- | --- | --- |
| HP WXP Event Management | x_hpws_wrkfrc_exp_fm_wfm | HP Workforce Experience Platform Event Management |

### **6.20 REST Message – HTTP Methods**

List of HTTP Methods for reference:

| **Name** | **Authentication type** | **Application** |
| --- | --- | --- |
| Get Incidents With Filter | No authentication | HP Workforce Experience Platform Event Management |
| Update Incident | No authentication | HP Workforce Experience Platform Event Management |
| Get Customers of Partner | No authentication | HP Workforce Experience Platform Event Management |

### **6.21 Modules**

List of Modules for reference:

| **Name** | **Table** | **Application** | **Visibility Roles** |
| --- | --- | --- | --- |
| All Alerts | Alert [em_alert] | HP Workforce Experience Platform Event Management | x_hpws_wrkfrc_exp.user |
| All Events | Event [em_event] | HP Workforce Experience Platform Event Management | x_hpws_wrkfrc_exp.user |
| All Incidents | Incident [incident] | HP Workforce Experience Platform Event Management | x_hpws_wrkfrc_exp.user |
| Configuration |  | HP Workforce Experience Platform Event Management | x_hpws_wrkfrc_exp.admin |
| Contact |  | HP Workforce Experience Platform Event Management | x_hpws_wrkfrc_exp.user |
| Event Rule | Event Rule [em_match_rule] | HP Workforce Experience Platform Event Management | x_hpws_wrkfrc_exp.admin |
| Event Rule Logs | App Log Entry [syslog_app_scope] | HP Workforce Experience Platform Event Management | x_hpws_wrkfrc_exp.admin |
| Field Maps | WrkfrcExp Field Mapping [x_hpws_wrkfrc_exp_fm_wfm] | HP Workforce Experience Platform Event Management | x_hpws_wrkfrc_exp.admin |
| Guided Setup |  | HP Workforce Experience Platform Event Management | x_hpws_wrkfrc_exp.admin |
| HP WXP Incidents Staging | HP Inc Import Set [x_hpws_wrkfrc_exp_fm_hp_inc_import_set] | HP Workforce Experience Platform Event Management | x_hpws_wrkfrc_exp.admin |
| Outbound Rest | REST Message [sys_rest_message] | HP Workforce Experience Platform Event Management | x_hpws_wrkfrc_exp.admin |
| Scheduled Jobs | Scheduled Script Execution [sysauto_script] | HP Workforce Experience Platform Event Management | x_hpws_wrkfrc_exp.admin |
| App Privacy Policy |  | HP Workforce Experience Platform Event Management | x_hpws_wrkfrc_exp.admin |
| Tenant Configuration | Tenant List [x_hpws_wrkfrc_exp_em_tenant_selection] | HP Workforce Experience Platform Event Management | x_hpws_wrkfrc_exp.admin |

## **7. Deployment and Implementation**

The deployment and implementation section details the deployment process, application dependencies, installation steps, demo data, environment setup, and rollback plan.

### **7.1** **Deployment Process**

1. Access the HP Workforce Experience Platform Event Management application listing on the ServiceNow App Store and purchase.

2. Ensure all application dependencies have been addressed (**see application dependencies below**).

3. Conduct installation of the application (see installation steps below).

4. The deployment process must be conducted for each environment.

### **7.2** **Application Dependencies**

The application requires the following plugins be installed:

- Event Management Connector Plugin (Event Management CoreApp id: sn_em_ai)

### **7.3** **Installation Steps**

In order to install the HP WXP Event Management application follow the below listed steps ([Install a ServiceNow Store Application](https://docs.servicenow.com/bundle/washingtondc-application-development/page/build/applications/task/t_InstallApplications.html)):

1. Go to **All** > **System Applications** > **All Available Applications** > **All**
2. Search for **HP Workforce Experience Platform Event Managment**
3. Click **Install** to begin installation of the application.
4. Once the install is finished, click **Close**.

### **7.4** **Demo Data**

Demo data is not required for the HP Workforce Experience Platform Event Management application installation.

### **7.5** **Environment Setup**

The HP Workforce Experience platform is best utilized in ServiceNow with multiple environments: a production instance and a UAT instance.

- **Production Instance** – The environment where the majority of customers (application users) will access the scoped application.
- **UAT Instance** – The environment where publications should first be deployed.

The **ServiceNow Certification Self-Test Tool** must be conducted on a vendor instance. More information regarding the self-test tool can be found here: ([ServiceNow Certification Self-Test Tool](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1270861)). The tool is not installed by default but can be found within System Applications.

### **7.6** **Rollback Plan**

In order to rollback the HP Workforce Experience Platform Event Management application from the ServiceNow App Store follow the below steps ([Rollback a ServiceNow Store Application](https://docs.servicenow.com/bundle/washingtondc-application-development/page/build/applications/task/rollback-scoped-applications.html)):

1. Go to **System Applications** > **My Company Applications.**

2. Search for and click the **HP WXP Event Management** application.

3. In the record, select the Rollback related link

4. Navigate back to **System Applications** > **My Company Applications** and verify.

## **8. Maintenance and Support**

The maintenance and support section outlines support procedures for the HP Workforce Experience Platform Event Management application, SLA definition information, and the contact method/details. Also, the version control strategy are listed.

### **8.1** **Application Updates**

If the application requires an update the below steps can be utilized ([Install an Update to a ServiceNow Store Application](https://docs.servicenow.com/bundle/washingtondc-application-development/page/build/applications/task/t_InstallUpdates.html)):

1. Go to **System Applications** > **All Available Applications** > **All**
2. Here, find the application using filters or the search bar.
3. If an update is available, select the version.
4. Click **Update.**

### **8.2 Support Procedures**

Customers should start with their Service Desk/Support team to report any issues and to determine if the HP Workforce Experience support team is required for further assistance.

In the event customers are instructed to contact HP Workforce Experience for technical support, the hours/days of operation, targeted call response/resolution time and contact method/details are provided below.

- Support Hours of Operation: 8am - 5pm EST
- Support Days of Operation: Monday - Friday (exception US Holidays)
- Contact Method: HP Workforce Experience Platform: [Support](https://workforceexperience.hp.com/ui/view/support):
  - Click **Help and Support**
  - Click **Request** under the **Email** section

### **8.3 Version Control Strategy**

Application Admins are responsible for determining which version is best. Managing the version of the HP Workforce Experience Platform Event Management application can be accomplished via these steps ([Install Version ServiceNow Store Application](https://www.servicenow.com/docs/r/washingtondc/application-development/t_InstallUpdates.html)).

1. Go to **System Applications** > **All Available Applications** > **All**
2. Find the **HP Workforce Experience Platform Event Management application** using filters or the search bar.
3. If a new version is available, select the new version.
4. Click **Update**.

## **9. Appendix**

The appendix section contains the glossary of terms and references throughout the document. In addition, the appendix holds links to documentation for managing a ServiceNow Store application, links to required plugins, and a link to the HP Workforce Experience platform.

### **9.1** **Glossary of Terms**

The terms listed below have a provided definition and are present throughout the document.

1. **Application Admin:** User with elevated privileges and permissions similar to that of admin, but specifically for the scoped application. The application admin role contains permissions beyond that of the admin within the scoped app. Can access all modules of the scoped app by default.
2. **Application User:** User with mostly viewing privileges and permissions similar to that of itil user, but specifically for the scoped application. Can only access specific modules of the scoped application by default.
3. **HP Workforce Experience Platform Event Management**: long name of application.
4. **HP WXP Event Management:** short name of application.
5. **wrkfrc_exp:** abbreviated short name of application.

### **9.2** **References**

1. ServiceNow Event Management documentation: [Event Management](https://www.servicenow.com/docs/r/it-operations-management/event-management/c_EM.html)
2. ServiceNow Alert Management documentation: [Alert Management](https://www.servicenow.com/docs/r/washingtondc/it-operations-management/r_ITOMApplications.html)
3. ServiceNow Incident Management documentation: [Incident Management](https://www.servicenow.com/docs/r/it-service-management/incident-management/c_IncidentManagement.html)

### **9.3** **Additional Documentation**

1. [Event Management Connectors](https://store.servicenow.com/sn_appstore_store.do#!/store/application/ac4c9c57dbb1d090561b186c1396191a/2.11.2?referer=%2Fstore%2Fsearch%3Flistingtype%3Dallintegrations%25253Bancillary_app%25253Bcertified_apps%25253Bcontent%25253Bindustry_solution%25253Boem%25253Butility%25253Btemplate%25253Bgenerative_ai%25253Bsnow_solution%26q%3DEvent%2520Management&sl=sh)
2. [Install a ServiceNow Store Application](https://docs.servicenow.com/bundle/washingtondc-application-development/page/build/applications/task/t_InstallApplications.html)
3. [ServiceNow Certification Self-Test Tool](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1270861)
4. [Rollback a ServiceNow Store Application](https://docs.servicenow.com/bundle/washingtondc-application-development/page/build/applications/task/rollback-scoped-applications.html)
5. [Install an Update/New Version to a ServiceNow Store Application](https://docs.servicenow.com/bundle/washingtondc-application-development/page/build/applications/task/t_InstallUpdates.html)
6. [HP Workforce Experience Platform](https://workforceexperience.hp.com/ui/view/home)
7. [HP Knowledge Base](http://learn.workforceexperience.hp.com)

### **9.4 Additional Notes**

- Application admin can set the assignment group for the incidents created from the Workforce Experience application here:

![](https://cdn.us.document360.io/c9ecd56a-08d4-4e2f-ab71-60540f7ba8f3/Images/Documentation/tdd-servicenow-hp-wxp-event-management-application-image-zuyb5rbt.png?sv=2026-02-06&spr=https&st=2026-10-31T18%3A53%3A52Z&se=2026-10-31T19%3A53%3A52Z&sr=c&sp=r&sig=jJV2emeh8WWBiY5nYo4fwZajCaIEUk4F6o9Enu4msNc%3D)

- In order to have the company field populated on incident records, please navigate to the core_company table and add your tenant(s).

![](https://cdn.us.document360.io/c9ecd56a-08d4-4e2f-ab71-60540f7ba8f3/Images/Documentation/undefined (32).png?sv=2026-02-06&spr=https&st=2026-10-31T18%3A53%3A52Z&se=2026-10-31T19%3A53%3A52Z&sr=c&sp=r&sig=jJV2emeh8WWBiY5nYo4fwZajCaIEUk4F6o9Enu4msNc%3D)

- On the Event Filter portion of the Define Event Rule task, additional subcategories from HP Workforce Experience can be mapped beyond the initial options. To map another subcategory not listed, select ‘Add’, then type your chosen subtype from HP Workforce Experience into the filter list.Ex: FIREWALL, HEARTBEAT_FAILURE, SYSTEM_ERROR_THERMAL.

![](https://cdn.us.document360.io/c9ecd56a-08d4-4e2f-ab71-60540f7ba8f3/Images/Documentation/tdd-servicenow-hp-wxp-event-management-application-image-7mc9qy3j.png?sv=2026-02-06&spr=https&st=2026-10-31T18%3A53%3A52Z&se=2026-10-31T19%3A53%3A52Z&sr=c&sp=r&sig=jJV2emeh8WWBiY5nYo4fwZajCaIEUk4F6o9Enu4msNc%3D)

| **SubCategory Value** | **Label** |
| --- | --- |
| REQUIRED_APP_NOT_INSTALLED | Required Apps Not Installed |
| COMPANY_WIDE_CRITICAL_DRIVER_OUTOFDATE | Critical Driver Out of Date |
| ANTIVIRUS | Antivirus |
| SURE_CLICK_TRUE_POSITIVE_THREAT_DETECTED | Sure Click Pro - Threat Prevented |
| SURE_SENSE_PRO_CLIENT_DISABLED | Sure Sense Pro - Client Disabled |
| FIREWALL | Firewall |
| THREAT_PREVENTED_BY_SURE_SENSE_PRO | Sure Sense Pro - Threat Prevented |
| HEARTBEAT_FAILURE | Heartbeat Failure |
| SURE_CLICK_UNPROTECTED_DEVICE | Sure Click Pro - Client Disabled |
| PERF_MEMORY | Memory High Utilization |
| OS_CRASH | OS Unexpected Crash/Reboot |
| COMPANY_WIDE_OS_BSOD | Company-wide OS BSOD |
| PERF_CPU | CPU High Utilization |
| OS_BSOD | OS BSOD |
| BATTERY_RECALL | Battery Recall |
| SYSTEM_ERROR_THERMAL | System Error - Thermal |
| HDD_SMART_EVENT_FAIL | HDD SMART Event Failure |
| BATTERY_NEEDS_ATTENTION | Battery Needs Attention |
| HDD_PREDICTIVE_FAILURE | HDD Predictive Failure |
| COMPANY_WIDE_BIOS_OUTOFDATE | BIOS Out of Date |
| HDD_STORAGE_FULL | HDD Storage Capacity Full |
| BATTERY_NOT_DETECTED | Battery Not Detected |
| MEMORY | Memory |
| HDD | HDD |
| LICENSING | Licensing |

- 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.
- In the event a user needs to reconnect a new HP WXP account or needs to reestablish connection, clear the value of these 7 properties and then reconnect the connector.
  - x_hpws_wrkfrc_exp.api.fastn.api.key
  - x_hpws_wrkfrc_exp.company.tenants
  - x_hpws_wrkfrc_exp.last.sync.time.epoch.ms
  - x_hpws_wrkfrc_exp.selected.tenants
  - x_hpws_wrkfrc_exp.tenant.type
  - x_hpws_wrkfrc_exp.tenants
  - x_hpws_wrkfrc_exp.Update.Record
  - Navigate to your ServiceNow instance URL + below to view a full list.

/sys_properties_list.do?sysparm_query=sys_scope%3D0f221b8e47700210f46f4ec4416d4324%5EnameINx_hpws_wrkfrc_exp.last.sync.time.epoch.ms%2Cx_hpws_wrkfrc_exp.Update.Record%2Cx_hpws_wrkfrc_exp.selected.tenants%2Cx_hpws_wrkfrc_exp.api.fastn.api.key%2Cx_hpws_wrkfrc_exp.company.tenants%2Cx_hpws_wrkfrc_exp.tenants%2Cx_hpws_wrkfrc_exp.tenant.type&sysparm_first_row=1&sysparm_view=

### Contact Us

Please refer to the [FAQs: ServiceNow Integration](/wxp/docs/hp-wxp-em-and-dm-faqs) article, where you can find answers to many common questions.

For any assistance, [create a support](https://learn.workforceexperience.hp.com/docs/creating-a-support-case) case or email [support@wxp.hp.com](mailto:support@wxp.hp.com).