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Configure Barista Connection to ServiceNow

Connect Barista to ServiceNow​

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All steps in this section are performed by a Barista Admin.

  1. Login in as a Barista Admin at {tenant}.espressive.com/admin.
  2. Select the Integration Hub from the side panel.
  3. Hover over the ServiceNow card and click Configure.
  4. Click the Connection Settings tab.

Configure Connection​

  1. Enter the following:
    • ServiceNow Instance URL: https://[instance].service-now.com
    • Username: esp.integration
    • Password: [password from Configure ESP Integration User step]
  2. Click Save.

Test Connection​

  1. Click Test button next to the Connection Settings.
  2. Wait 5-10 seconds.
  3. Verify the success message appears.

Test connection settings

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If the test fails, wait 1-2 minutes and retry. If the connection is still unsuccessful, verify that all previous steps were completed correctly.

Sync ESP Integration User​

User sync

  1. Navigate to the User Sync tab.
  2. In the Query field, enter the email used for the esp.integration. (Example:email=esp.integration@example.com)
  3. Click Run.
  4. Review verification and click Yes.
  5. Wait 10-20 seconds for the sync to complete.

Configure ESP User in Barista​

  1. Go to Users > List as a Barista Admin.
  2. Search for esp.integration.
  3. Click View to display user details.
  4. Click Edit.
  5. Configure the following:
    • Administrative Permissions > Role: Admin
    • Control Center Authentication > Password: [same password as ServiceNow]
  6. Click Save.

Configure Service Teams and Department​

Add Service Teams​

Service teams window

  1. Click Service Teams in the left menu as a Barista Admin.
  2. Locate Default service team and click View. You may notice that some service teams have a Make Default option, while one only has a View option. The service team that only has the View option is the current default service team.
  3. Click the Team Members tab.
  4. Click Invite Member, search by name, and select the role (Service Lead or Service Agent).
  5. Click Save.
  6. Repeat for additional team members as needed.

Configure Routing in Barista​

  1. Click Service Department in the left menu as a Barista Admin.
  2. Locate Default service department and click Edit. The default department is the one that cannot be deleted.
  3. Configure routing:
    • In the Route tickets to: dropdown select Both
    • Technical Contact: select a technical contact or the ESP integration
  4. Click Save.
  5. If unable to save, ensure a technical contact is selected.

Edit service deparment

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Both routing creates a local ticket in Barista and a corresponding ticket in ServiceNow, allowing tracking in both systems.