Sales and services - ServiceNow & Asana

Available on Asana Advanced, Enterprise, and Enterprise+ tiers, as well as legacy tiers Business and Legacy Enterprise.

Visit our pricing page for more information.

Asana’s ServiceNow Spoke integration lets organizations easily integrate Asana into existing cross-tool workflows, and reduces the manual work required to collaborate effectively.

IT and Ops teams using ServiceNow for automating workflows can create a flow that triggers a task, project, or approval in Asana. These triggers can include escalating customer requests to the relevant support team, creating tracking items for internal HR or IT requests, or requesting finance or HR approval for a budget or payroll issue.

Prerequisites for installing the ServiceNow integration

The ServiceNow integration requires an Asana Advanced account or legacy tier Business which provides access to all projects that are to be used in the Asana actions. All requests to Asana will be made in the context of this account.

Steps to install the ServiceNow integration

1. In ServiceNow, find and install the Asana Spoke from the ServiceNow store.
2. In Asana, create a new OAuth application by following the steps below. More detailed steps can be found here.

• Create a new OAuth application by clicking your profile picture, then navigating to My Settings > Apps > Manage Developer Apps > b
• Provide an App Name (e.g., ServiceNow) and agree to the API terms and conditions.
• Click Create App and note the Client ID, Client secret, and Redirect URLs input.
• Add your ServiceNow instance redirect link to the Redirect URLs field in the following format: https://{instance-name-here}/oauth_redirect.do and click Add

3. In ServiceNow, navigate to System OAuth > Application Registry

• Find the Asana OAuth Provider record and open it.
• Replace {instance-name-here} in the Authorization URL field with your ServiceNow instance name.
• In the Client ID field, replace {asana-application-client-id-here} with your Asana app’s Client ID created in step 2.
• In the Client Secret field, replace {asana-application-client-secret-here} with your Asana app’s Client Secret, also created earlier in step 2.

4. Within ServiceNow, go to System Web Services > Outbound > Rest Message

• Find the Asana record and open it
• Click on the Get OAuth Token link to receive tokens successfully

External systems connection

Integration components required: Web services

Steps to create a dedicated integration user (administrator of the integration)

Assign the x_asana_asana.asana_integration_admin role to the user. Ensure that the user also has he following three system roles:

• flow_designer: User should be able to create and edit flows to use Asana actions
• web_service_admin: User should be able to open Outbound Integrations Asana REST Message to receive tokens
• oauth_admin : User should be able to add credentials and links to Asana OAuth provider and click on Get OAuth token button in Outbound Integrations Asana REST

Steps for regular users:

The Asana integration administrator needs to set Run as: System User in the properties of the flow/subflow if it should run for regular users without access to OAuth Credential Table.

If the flow/subflow should run in the context of the current regular user:

1. A ServiceNow admin must navigate to Tables / OAuth Credential / Controls and enable Security Rules (ACLs).
2. Create a role that provides read access to the OAuth Credential table.
3. The Asana integration admin must then set Run with role(s): Your created role with read access to OAuth Credential table in Flow Properties.

Testing the configuration

1. To verify the connection and ensure a successful configuration, the Asana integration user can create a sub-flow in the Flow Designer.
2. Add the Get Task Data action from the Asana application and enter a valid Asana task ID.
3. Click Finish and Test.
4. In the modal window, click on Run test.
5. After the test execution, click Your test has finished running. View the sub-flow execution details.

Subflow execution details should contain the Get task data step. Output Data of the Get task data step must return the correct Name and Description of the task. Status should equal 200, and Error Message should be empty.

Supported actions

Once installed, you can find supported actions by searching for Asana in the Flow Builder. You can then choose from a list of default actions.

The following Asana actions will be available for use in the FlowBuilder:

Tasks:

• Create task
• Update task
• Get task data
• Duplicate task

Projects:

• Duplicate project (based on project id)
• Get project data

You cannot use a project_template_id to duplicate projects.

Approvals:

• Create approval
• Delete approval
• Update approval

Attachments:

• Add attachment to task or approval
• Get attachments from task or approval

Use cases

Because of the flexibility of the ServiceNow platform, this is not a comprehensive list, but reflects some common use cases:

Automatically assign work when an incident arises

IT service management teams using ServiceNow for automating incident management can create a flow that triggers a task in Asana for customer-facing teams whenever incidents of a certain severity level occur. So, if IT logs a serious performance issue in ServiceNow, it’ll automatically trigger an Asana task for marketing to monitor customer sentiment and prepare reactive comms.

Escalate requests that require work outside of ServiceNow

Internal-facing service teams who use ServiceNow to track and manage employee tickets often receive requests that require actions outside ServiceNow, like fulfilling hardware requests, or managing a workplace request.