Integrating with the DocuSign service

  • Release version: Xanadu
  • Updated November 14, 2024
  • 3 minutes to read
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    Summary of Integrating with the DocuSign service

    This integration enables ServiceNow HR agents to request electronic signatures via the DocuSign service, supporting both static ad hoc documents and dynamic DocuSign templates. Starting with the Xanadu release, the older HR Document Templates are being deprecated in favor of the newer Document Templates and their DocuSign integration, which offer an updated signing experience.

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    DocuSign Spoke and Synchronization

    The integration relies on the DocuSign spoke within IntegrationHub. An administrator must set up the DocuSign spoke by registering it as an OAuth provider and creating the necessary credential and connection records. Synchronization between DocuSign and ServiceNow is required to import and update DocuSign templates and accounts. For organizations with multiple DocuSign accounts, the ad hoc document flow uses the first available account.

    Integration Configuration

    There are two main signing flows:

    • Ad hoc document flow: For static documents originating from managed documents in ServiceNow. These are configured as HR PDF document templates. Signature fields are mapped to user fields, and documents are read-only once generated for signing.
    • DocuSign template flow: For dynamic documents created in DocuSign and imported into ServiceNow. The templates are configured as HR PDF document templates with mapped signature and data fields. These documents allow signers to edit specific fields (e.g., address or W-4 info), but edits are saved only to the document and not back to the source tables.

    To enable signing, you must:

    • Create or import the appropriate document or DocuSign template.
    • Configure corresponding HR PDF document templates.
    • Create or modify an HR service to request signatures via DocuSign.
    • Use preconfigured flows and HR case templates available for both ad hoc and DocuSign template signing processes.

    Practical Application for ServiceNow Customers

    By setting up this integration, HR agents can seamlessly request electronic signatures within ServiceNow, streamlining HR document workflows. The integration supports both static and dynamic documents, catering to different use cases. Customers should prepare for migration from deprecated HR Document Templates to the newer Document Templates and ensure the DocuSign spoke is properly configured and synchronized for optimal performance.

    Request electronic signatures through the DocuSign service with the DocuSign integration.

    Important:

    Starting with the Xanadu release, HR Document Templates is being prepared for future deprecation. It will be hidden and no longer activated on new instances, but will continue to be supported.

    Use Document Templates and Document Template integration with Docusign that provide the latest experience for this functionality. For migration guidelines, see Migrating from HR Document Templates to Document Templates.

    For deprecation details, see the Deprecation Process [KB0867184] article in the Now Support knowledge base.

    This integration depends on the DocuSign spoke in IntegrationHub, and is enabled for the signing of ad hoc documents (HR PDF document templates) and DocuSign templates. A preconfigured HR service, flow, and HR case template for both the ad hoc document flow and DocuSign template flow are available to use.

    DocuSign spoke

    The DocuSign integration depends on the DocuSign spoke in IntegrationHub. Before you begin, an admin must have set up the DocuSign spoke, including registering as an OAuth provider and creating credential and connection records. You must also synchronize DocuSign with your ServiceNow instance.

    • Set up DocuSign spoke. See Docusign eSignature Spoke.
    • Sychronize DocuSign with ServiceNow
      Note:
      • You must synchronize each time you need to get new or updated DocuSign templates. To synchronize, navigate to DocuSign > Accounts and click the Get Accounts related link.
      • If your organization has more than one DocuSign account, the ad hoc document flow uses the first available account.

    DocuSign integration setup

    Once the DocuSign spoke is set up and synchronized, you can configure the integration for HR. Depending on whether the user is signing an ad hoc document (HR PDF document template) or a DocuSign template, the integration has two flows that you can use. For each document that you want to make available for signing through the DocuSign service, configure as follows.

    Table 1. DocuSign integration configuration details
    Flow Configuration requirements
    Ad hoc document flow
    1. Create a managed document that you want to make available for signing. See Managed Documents for more information.
    2. Configure an HR PDF document template for an ad hoc document
    3. Configure an HR service for the DocuSign integration
    DocuSign template flow
    1. Create a DocuSign template that you want to make available for signing. See the DocuSign eSignature User Guide for more information.
    2. Configure an HR PDF document template for a DocuSign template
    3. Configure an HR service for the DocuSign integration

    The ad hoc document flow is for the signing of static documents that originate from a managed document in the ServiceNow system. Each ad hoc document is configured as a standard HR PDF document template. You can add signers to the document with Mark Signatures, and then map each signature field to an appropriate user field in a table. (The positioning of the markings are not used, and the DocuSign integration allows the signer to sign anywhere in the document.) You can also parse the PDF to map document fields to corresponding table fields to auto-populate the document when it is generated for signing. The generated document is static, which means that it is read-only and the signatory cannot update any of the fields.

    The DocuSign template flow is for the signing of dynamic documents that originate from the DocuSign system. Each DocuSign template is brought into the ServiceNow system, and then configured into an HR PDF document template to enable mappings. You must map each signature field from the DocuSign template to an appropriate user field in a table. You can also map fields from the DocuSign template to corresponding table fields to auto-populate the document for signing. The generated document is dynamic, which means that the signatory can write in editable fields, such as to update an address or provide W-4 information. However, any updates made are saved to the document only. They are not mapped back to the source table.

    Requesting electronic signatures through the DocuSign service

    Once the integration setup is complete, HR agents from your organization can request electronic signatures through the DocuSign service.

    For more information, see Request an electronic signature through the Docusign service.