Overview

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While ServiceNow and Kuali Build don't have a direct system to system integration via API, ServiceNow does have the ability to read information from emails that Kuali Build sends to ServiceNow. We leverage this functionality to ingest Kuali Build submissions into ServiceNow Cases.
 

How To Set Up Kuali Build

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Step 1

In order to get submissions into the system, we need a new, unique email address. Please use the 'Request New Inbound Action' to request a unique email for Kuali Build to send emails into ServiceNow and create a case. This would be an email address that only Kuali Build uses, and wouldn't be shared with your customers.

 

Step 2

Within Kuali Build, build the form that you want. On the last step, send an email to the address you've created. Within the body of the email, please use the following fields as you need. Every form coming into the system needs the Username, Email, and Name of the user submitting the form so we can set them to be the customer of the created case. Please note the field names and spaces must be exact, so it is fieldname colon space variable as shown below.

If you plan on sending all Kuali Build submissions from your form to the same Assignment Group, you do not need to put that in the body of the email. Likewise, for Offering, Category, and Subcategory. If they are static and won't be changing, we can program that in on our intake rules and you do not need to put them in the body.

 

Mandatory:

AD Username: lusername

Email: lusername@ucsd.edu

Name: Username, L

 

Optional:

Assignment Group: ITS-XYZ or STU-XYZ

Offering: My Offering

Category: A Category in That Offering

Subcategory: A Subcategory in That Category

 

Step 3

Once you have an email set up and the fields that you want, please update the email address your Kuali Form sends to on submit to sdqa@ucsd.edu. Once you do that, please create a case to ITS-SNOW using the 'Contact ServiceNow Team' form or directly in Agent View.

Please note that this assumes your Kuali Form is not currently live and being used by customers. If it is live and currently being used by customers, please do not change the email intake address. You will still need create a case for us.

 

Step 4

When the ServiceNow team gets the Case, they will program in the details of your form and work with you on testing it. Once everything is working as it should, the ServiceNow team will release the code on a Wednesday night weekly release.