Here's Frequently Asked Questions on the ServiceNow - Firstbase Integration:
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What will happen the first time I start the workflow?
The first time you run the workflow the following will happen:
- We will create a vendor in ServiceNow called Firstbase - firstbase.com. for any asset tracked via Firstbase.
- We will create all assets that exist in Firstbase in your ServiceNow instance, as long as they aren't already assets in ServiceNow (based on the serial or the inventory ID tied to them in Firstbase).
- We will start updating ServiceNow with any update made on Firstbase assets.
- We will create Firstbase Warehouse Locations that have assets in Firstbase, as Locations in your ServiceNow instance.
- We will create model categories for equipment categories that don't already exist in ServiceNow. For example, "Docking Stations".
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How often and when will the workflow run?
The integration runs every time an asset is created or update. It may take up to 5 mins. for the changes to reflect in your ServiceNow instance.
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An Asset was updated. How can I find it was updated?
You can sort your Assets by the latest "Updated At" and it should reflect in the list.
The activity log for the configuration item should also give you details on what was updated:
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Where can I see the Firstbase Asset Status and Status Reason in ServiceNow?
You can see this in the state and in the comments section for the configuration item details of your ServiceNow Assets.
The mapping for status is as follows:
| Firstbase | ServiceNow |
| Available | In Stock |
|
Deployed |
In Use |
| Unavailable | In Maintenance |
| On Hold | In Maintenance |
| Archived | Retired |
| Awaiting Arrival | In Transit |
See the State field in the screenshot below.
See the comments section below.
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The "Assigned to" field is empty, but the item is not assigned to a Warehouse. Why is that?
The "Assigned to" field will show the employee that has assigned equipment, as long as this employee is also a user in ServiceNow.
We map employees to ServiceNow by checking if the primary and secondary email address in Firstbase exists as their email address in ServiceNow
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How are my offices handled?
Assets assigned to Offices would be tagged with your office as the "Location" in ServiceNow. This, however, assumes that you've created your "Offices" as "Locations" in ServiceNow. The Office Name must match the name used for the locations in Firstbase.
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I am getting an error when I try to connect my ServiceNow account in Firstbase's Integration Hub
In some cases, you may get the above error when you try connecting your ServiceNow account. This error is usually due to either being in incognito/private mode or blocking all 3rd party cookies in your browser. To address this, try enabling all cookies in your preferred browser. Example:
- Google Chrome: Enable all cookies. Note that Google Chrome blocks third-party cookies in Incognito mode by default. If loading a page with the Workato IFrame in Incognito, select Allow all cookies in your Chrome Settings > Privacy & Security > Cookies and other site data.
- Apple Safari: Disable 'Prevent cross-site tracking' in Settings > Privacy.