Onboard a new Service Exchange customer (legacy)

Release version: Washingtondc

Updated February 1, 2024

4 minutes to read

As a service provider, onboard a new customer by establishing a new Service Exchange integration with that customer. Register a customer-initiated request to establish a Service Exchange integration.

Before you begin

As a provider, you must create a provider record during the initial setup of the Service Bridge for Providers application. For more information, see Set up a provider record and create a producer replication set in Service Exchange for Providers (legacy).

Role required: admin

About this task

Onboarding a new customer in Service Exchange establishes an instance-to-instance integration between the provider and the customer. This task involves actions by both the provider and the customer.

Procedure

On your Customer Service Management (CSM) portal, navigate to Get help > Service Bridge > Service Bridge Registration.
Use the Service Bridge Registration catalog item to enroll a new customer. There are many records and relationships that are created and setting up the records individually is not recommended.

On the form, fill in the fields.

Table 1. Service Exchange Registration form
Field	Description
Account	Name of the customer account.
Contact	Name of the customer contact (usually the administrator).
Customer instance URL	URL of the customer's ServiceNow instance.
Customer instance ID	Customer instance ID that is listed in the Service Providers instance_id system property.
Service Account Password	Password that is used for a service account on the customer's ServiceNow instance to integrate with your (provider's) ServiceNow instance to use the Remote Choice feature.

Your customer can also directly submit the Service Bridge Registration item within the provider's CSM portal if you (provider) enable it.

The Service Account is used for the Remote Choice feature of the Service Bridge application. The Service Account will be created on the your (provider's) ServiceNow instance and a connection is created on the Customers ServiceNow instance using those credentials.

Click Submit.

Result

The following actions take place:

A case record is automatically generated in your ServiceNow instance.
Your customers receive instructions on how to install the Service Exchange application from the ServiceNow® Store and how to complete the registration for it.
The agents and Service Exchange administrators receive the detailed work notes that help them aid their customers with the installation and configuration process.
Your customer contact receives a standard Customer Service Management notification.

Create a provider record in the customer's instance (legacy)

If you're a customer, create a provider record in the Service Bridge application on your ServiceNow instance to complete the registration process.

Before you begin

You or your provider must first initiate the registration process in the provider's ServiceNow instance by using the Service Bridge Registration catalog item. For more information, see Onboarding a new customer in Service Exchange (legacy).

Role required: admin

Procedure

On the customer's ServiceNow instance, navigate to All > Service Bridge > Customer > Service Providers.
Click New.
Provide the vendor name and customer ID values from the details in the case notes instructions.
Create a Connection record, which includes the details of the provider replication set.
You can find details such as the provider set name, provider instance URL, and the provider ID, in the case record.
Right-click in the form header and choose Save.
Create the Service Account by using the details in the registration case and the password that you created during the registration.
Right-click in the form header and choose Save.
Click Validate Service Account UI action to ensure that the service account is correct.
Right-click in the form header and choose Save.
Click the Create Replication Set.
The following results take place:
- The Consumer Replication Set field is populated with the name of the newly created replication set.
- The Consumer Approval Status fields are set to Approval Pending.
- An approval request is sent to the provider agent who is working on the case.

Approve the customer request in the provider's instance (legacy)

Approve the customer's request in the provider's ServiceNow instance.

Before you begin

Your customer must first create an approval request record. For more information, see Create a provider record in the customer's instance (legacy).

Role required: admin

Procedure

On the provider's ServiceNow instance, navigate to All > Service Bridge > Provider > Customers.
Open the appropriate customer record.
In the Customer record, find the Registration Case and navigate to that Case record.
In the work notes in the case record, click the link to the approval record.
In the Replication Subscription record, click Approve.
In the confirmation dialog box, click Yes.

Activate the replication set in the customer's instance (legacy)

Activate the replication set in the customer's ServiceNow instance.

Before you begin

Your providers must first approve the Replication Subscription. For more information, see Approve the customer request in the provider's instance (legacy).

Role required: admin

Procedure

On the customer's ServiceNow instance, navigate to All > Service Bridge > Customer > Service Providers.
Open the appropriate provider record.
In the Service Provider record on the customer's instance, the Consumer Approval Status changes to Approved.
In the Consumer Replication Set field, click the information icon () and click Open Record.
In the Consumer Replication Set record, click Activate.
In the Service Provider record, the Inbound Status and Outbound Status fields are set to Activation Requested.
Right-click in the form header and from the context menu, choose Reload form.
The background Instance Data Replication processing sets the Inbound Status and Outbound Status status to Active Replication.

Result

The integration between the provider and the customer is established.