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How to Connect ServiceNow with the Gravity Forms add-on:

1. Log in to your ServiceNow instance as an administrator.

2. Note your Instance URL (e.g., https://your-instance.service-now.com).

3. Create a service account or use an existing account with API access.

4. In your WordPress Admin, go to Forms → Settings → ServiceNow.

5. Enter the Instance URL, Username, and Password.

6. Click Save Settings to complete the connection.

How to Create an Incident:

1. Go to Forms → [Your Form] → Settings → ServiceNow.

2. Click Add New to create a new feed.

3. Enter a Feed Name.

4. Select the Action: Create Incident.

5. Map the following fields:
– Short Description (required) → a form field for the incident title
– Description → a form field for detailed information
– Priority → select from 1 (Critical), 2 (High), 3 (Moderate), or 4 (Low)
– Category → enter a ServiceNow category name (e.g., “Hardware”, “Software”)

6. Use Custom Fields mapping for additional ServiceNow fields.

7. Click Save Settings.

How to Create a Change Request or Task:

1. Create a new feed and select the Action: Create Change Request or Create Task.

2. Map the same fields as above — Short Description, Description, Priority, and Category.

3. Use Custom Fields mapping for any additional fields specific to the record type.

4. Click Save Settings.

How to use Conditional Logic:

In the feed settings, check the Enable Condition checkbox to add conditional logic. This allows you to control when the ServiceNow action is triggered based on form field values.

Note: Before Setting Feed, the user should disable ‘No Conflict Mode’ by navigating to Forms → Settings → Disable No Conflict Mode.

Thanks.