Integration of ServiceNow Field Service Management Software and NB.ai’s Route Optimization API
Introduction
ServiceNow® Field Service Management (FSM) stands out as a comprehensive solution in the constantly evolving landscape of service management, streamlining operations and fostering collaboration. ServiceNow's FSM, a single-platform powerhouse, improves scheduling and dispatching efficiency, optimizes workforce management, empowers field service teams, and elevates service delivery. FSM caters to a wide range of organizational needs, from integrated service to a robust partner ecosystem, self-service capabilities, territory planning, and project management.
NextBillion.ai's Route Optimization API is a powerful tool designed to revolutionize business route planning. The API ensures optimal route selection for fleets by taking into account factors such as time windows, capacity, and vehicle availability when addressing the Single and/or Multi-Vehicle Routing Problem (VRP).
NextBillion.ai's API, which consists of two key components - input data and the optimization engine - integrates seamlessly with ServiceNow's FSM. The input data contains relevant information about jobs, vehicles, and shipments. Using this data, the optimization engine determines the most efficient routes while taking into account complex constraints and variables.
This document will provide a step-by-step guide as we dive into the integration details, ensuring a seamless integration of ServiceNow's FSM and NextBillion.ai's Route Optimization API. Organizations can achieve unparalleled efficiency, time savings, and cost reductions in their field service operations by combining the strengths of these two powerful tools.
Prerequisites
The following prerequisites are mandatory requirements to ensure seamless integration between ServiceNow and NextBillion.ai.
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ServiceNow account with ServiceNow instance
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NextBillion.ai's API key: It is necessary to authenticate the API requests sent to the Route Optimization API.
These prerequisites lay the foundation for successful integration, facilitating the smooth exchange of data and functionalities between the two systems.
Integration Steps
This section outlines the integration steps for incorporating ServiceNow records into NextBillion's Route Optimization API using the Retool development suite, generating optimized routes by triggering Route Optimization API and visualizing the result using Optimization Tester.
Step 1: Setup Field Service Management Software
1. Create a ServiceNow Account
Establish a ServiceNow account to initiate the integration process.
2. Set up Field Service
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Navigate to
All➝Field Service➝Administration➝Guided Setupwithin your ServiceNow account. -
Follow the guided setup to configure the database and populate relevant data records (e.g., user groups, field technicians, dispatchers, work order tasks).
3. User Authentication
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During guided setup, create a user with a specific user ID and password credentials.
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Record the username and password as they serve for authentication in REST API calls outside the ServiceNow instance.
4. User Management
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In ServiceNow, locate
UsersunderAll➝Organization➝Users. -
Create a new user, assign a user ID, set a password, and assign necessary user roles (e.g., admin roles for comprehensive data access).
5. API Connection Testing
Verify API connectivity using Postman to ensure seamless integration.
Note: The subsequent steps demonstrate the integration process using Retool, a custom software development platform. A parallel methodology can be applied when integrating NB.ai's Route Optimization API with ServiceNow.
Step 2: Retrieve Work Order Tasks
In this step, we retrieve work order tasks from the ServiceNow account. The objective is to pull a comprehensive list of work order tasks that provide essential details for further analysis and optimization.
API Request
To fetch work order tasks from ServiceNow, use the following cURL command:
1 2 3 4 5# Fetch work order tasks from ServiceNow curl --location 'https://dev182540.service-now.com/api/now/table/wm_task?state=7' --header 'Accept: application/json' --header 'Authorization: Basic <your_authorization_value>'
API Response
The following API response contains a structured set of information, such as task details, associated links, and relevant attributes. This step lays the groundwork for subsequent actions.
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 71 72 73 74 75 76 77 78 79 80 81 82 83 84 85 86 87 88 89 90 91 92 93 94 95 96 97 98 99 100 101 102 103 104 105 106 107 108 109 110 111 112 113 114 115 116 117 118 119 120 121 122 123 124 125 126 127 128 129 130 131 132 133 134 135 136 137 138 139 140 141 142 143 144 145 146 147 148 149 150 151 152 153 154 155 156 157 158 159 160 161 162 163 164 165 166 167 168 169 170 171 172 173 174 175 176 177 178 179 180 181 182 183 184 185 186 187 188 189 190 191 192 193 194 195{ "result": [ { "parent": { "link": "https://dev182540.service-now.com/api/now/table/task/739e5638df113100dca6a5f59bf26323", "value": "739e5638df113100dca6a5f59bf26323" }, "window_end": "", "watch_list": "", "upon_reject": "cancel", "sys_updated_on": "2023-11-12 03:58:25", "approval_history": "", "skills": "", "number": "WOT0008017", "estimated_onsite_arrival_buffer_duration": "", "previous_agent": "", "expected_travel_start": "", "state": "7", "sys_created_by": "david.loo", "work_order": "", "knowledge": "false", "order": "", "offline_device_timestamp": "", "cmdb_ci": "", "delivery_plan": "", "contract": "", "impact": "3", "scheduling_preference": "", "active": "false", "actual_work_duration": "", "work_notes_list": "", "priority": "4", "sys_domain_path": "/", "onsite_arrivl_geofence_distance_unit": "", "schedule_lock": "false", "display_work_end": "", "display_travel_start": "", "business_duration": "", "group_list": "", "allow_assignment_override": "false", "approval_set": "", "universal_request": "", "template": { "link": "https://dev182540.service-now.com/api/now/table/cmdb_model/6b260ef0df113100dca6a5f59bf263cf", "value": "6b260ef0df113100dca6a5f59bf263cf" }, "short_description": "Site design", "acknowledged_on": "", "correlation_display": "", "delivery_task": "", "work_start": "", "additional_assignee_list": "", "actual_travel_start": "", "estimated_travel_duration": "", "assigned_vendor": "", "service_offering": "", "sys_class_name": "wm_task", "closed_by": { "link": "https://dev182540.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007", "value": "5137153cc611227c000bbd1bd8cd2007" }, "follow_up": "", "estimated_end": "2023-11-09 22:08:05", "vendor_reference": "", "dispatched_on": "", "reassignment_count": "0", "allow_work_overtime": "false", "ignore_travel": "false", "assigned_to": "", "sla_due": "", "scheduling_method": "", "comments_and_work_notes": "", "has_appointment": "false", "acceptance_due_date": "", "substate": "", "escalation": "0", "upon_approval": "proceed", "correlation_id": "", "asset": "", "made_sla": "true", "onsite_arrival_geofence_radius": "", "appointment": "", "task_effective_number": "WOT0008017", "sys_updated_by": "admin", "check_in_status": "", "opened_by": { "link": "https://dev182540.service-now.com/api/now/table/sys_user/5137153cc611227c000bbd1bd8cd2007", "value": "5137153cc611227c000bbd1bd8cd2007" }, "user_input": "", "sys_created_on": "2023-11-09 20:06:02", "sys_domain": { "link": "https://dev182540.service-now.com/api/now/table/sys_user_group/global", "value": "global" }, "route_reason": "", "is_fixed_window": "false", "closed_at": "2023-11-09 20:08:05", "work_type": "", "window_start": "2023-10-29 04:36:00", "business_service": "", "time_worked": "", "expected_start": "", "opened_at": "2023-11-09 20:06:02", "actual_onsite_arrival_buffer_duration": "", "work_end": "", "work_notes": "", "acceptance_duration": "", "initiated_from": "", "home_travel_duration": "", "assignment_group": "", "under_warranty": "false", "actual_travel_duration": "", "description": "", "calendar_duration": "", "close_notes": "", "dispatch_group": "", "sys_id": "16de5638df113100dca6a5f59bf2635a", "contact_type": "phone", "actual_onsite_arrival": "", "urgency": "3", "company": "", "activity_due": "", "comments": "", "approval": "not requested", "has_follow_on": "false", "due_date": "", "sys_mod_count": "3", "sys_tags": "", "estimated_work_duration": "1970-01-01 01:00:00", "routing_in_progress": "false", "location": { "link": "https://dev182540.service-now.com/api/now/table/cmn_location/f48b23490a0a0ba700c2d55e12860152", "value": "f48b23490a0a0ba700c2d55e12860152" }, "cloned_from": "" }, { "follow_up": "", "estimated_end": "2023-11-20 00:20:00", "vendor_reference": "", "dispatched_on": "", "reassignment_count": "0", "allow_work_overtime": "false", "ignore_travel": "false", "assigned_to": "", "sla_due": "", "scheduling_method": "", "comments_and_work_notes": "", "has_appointment": "false", "acceptance_due_date": "", "substate": "", "escalation": "0", "upon_approval": "proceed", "correlation_id": "", "asset": "", "made_sla": "true", "onsite_arrival_geofence_radius": "", "appointment": "", "task_effective_number": "WOT0008037", "sys_updated_by": "admin", "check_in_status": "", "opened_by": { "link": "https://dev182540.service-now.com/api/now/table/sys_user/8d56406a0a0a0a6b004070b354aada28", "value": "8d56406a0a0a0a6b004070b354aada28" }, "user_input": "", "sys_created_on": "2023-11-08 19:32:59", "sys_domain": { "link": "https://dev182540.service-now.com/api/now/table/sys_user_group/global", "value": "global" }, "route_reason": "", "is_fixed_window": "false", "closed_at": "2023-11-08 19:41:58", "work_type": "", "window_start": "2023-11-11 16:00:00", "business_service": "", "time_worked": "", "expected_start": "2023-11-19 17:20:00", "opened_at": "2023-11-08 19:32:44", "actual_onsite_arrival_buffer_duration": "", "work_end": "", "work_notes": "", "acceptance_duration": "", "initiated_from": "", "home_travel_duration": "", "assignment_group": { "link": "https://dev182540.service-now.com/api/now/table/sys_user_group/f253da061b13200050fdfbcd2c0713ab", "value": "f253da061b13200050fdfbcd2c0713ab" }, "cloned_from": "" } ] }
The following image displays the work order information accessible through the integration, allowing seamless visualization and manipulation within the Retool application.
Step 3: Retrieve Dispatchers Information
To optimize routes based on vehicle capacity and other parameters, it's crucial to obtain a list of dispatchers, representing your vehicles.
API Request
Execute the following cURL command to fetch dispatcher information from ServiceNow:
1 2curl --location 'https://dev182540.service-now.com/api/now/table/sys_user' --header 'Authorization: Basic <your_authorization_value>'
API Response
The API response returns a comprehensive list of dispatchers, which represent field service vehicles. Name, contact information, geolocation coordinates, and organizational affiliations are all included in each dispatcher entry. Attributes like gender, employee count, and user roles are also returned in the API response. This data is used to optimize routes based on vehicle capacity and other parameters, increasing the efficiency of field service management.
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 71 72 73 74 75 76 77 78 79 80 81 82 83 84 85 86 87 88 89 90 91 92 93 94 95 96 97 98 99 100 101 102 103 104 105 106 107 108 109 110 111 112 113 114 115 116 117 118 119 120 121 122 123 124 125 126 127 128 129 130 131 132 133 134 135 136 137 138 139 140 141{ "result": [ { "phone": "", "name": "Lucius Bagnoli", "employee_number": "", "password_needs_reset": "false", "gender": "Male", "city": "", "failed_attempts": "", "user_name": "lucius.bagnoli", "latitude": "35.674989", "roles": "", "title": "", "sys_class_name": "sys_user", "sys_id": "02826bf03710200044e0bfc8bcbe5d3f", "federated_id": "f737nH9Kw1raNr82OZPt9fM0T6+ETZqw3746MB96ncQ=", "internal_integration_user": "false", "ldap_server": "", "mobile_phone": "", "street": "", "company": { "link": "https://dev182540.service-now.com/api/now/table/core_company/81fd65ecac1d55eb42a426568fc87a63", "value": "81fd65ecac1d55eb42a426568fc87a63" }, "department": { "link": "https://dev182540.service-now.com/api/now/table/cmn_department/5d7f17f03710200044e0bfc8bcbe5d43", "value": "5d7f17f03710200044e0bfc8bcbe5d43" }, "first_name": "Lucius", "email": "lucius.bagnoli@example.com", "introduction": "", "preferred_language": "", "manager": { "link": "https://dev182540.service-now.com/api/now/table/sys_user/02826bf03710200044e0bfc8bcbe5d88", "value": "02826bf03710200044e0bfc8bcbe5d88" }, "locked_out": "false", "sys_mod_count": "7", "last_name": "Bagnoli", "photo": "", "avatar": "", "middle_name": "", "sys_tags": "", "time_zone": "", "schedule": "", "on_schedule": "", "date_format": "", "location": { "link": "https://dev182540.service-now.com/api/now/table/cmn_location/0002c0a93790200044e0bfc8bcbe5df5", "value": "0002c0a93790200044e0bfc8bcbe5df5" } }, { "calendar_integration": "1", "country": "", "last_position_update": "", "user_password": "4hQ2bBs50o", "last_login_time": "", "source": "", "sys_updated_on": "2023-11-08 16:25:08", "building": "", "web_service_access_only": "false", "notification": "2", "enable_multifactor_authn": "false", "sys_updated_by": "system", "sys_created_on": "2012-02-18 03:04:50", "agent_status": "", "sys_domain": { "link": "https://dev182540.service-now.com/api/now/table/sys_user_group/global", "value": "global" }, "state": "", "vip": "false", "sys_created_by": "admin", "longitude": "-117.037319", "zip": "", "home_phone": "", "time_format": "", "last_login": "", "default_perspective": "", "geolocation_tracked": "false", "active": "true", "time_sheet_policy": "", "sys_domain_path": "/", "cost_center": { "link": "https://dev182540.service-now.com/api/now/table/cmn_cost_center/d9d07bddc0a80a647cf932056ed24652", "value": "d9d07bddc0a80a647cf932056ed24652" }, "phone": "", "name": "Christian Marnell", "employee_number": "", "password_needs_reset": "false", "gender": "Male", "city": "", "failed_attempts": "", "user_name": "christian.marnell", "latitude": "50.085273", "roles": "", "title": "", "sys_class_name": "sys_user", "sys_id": "02826bf03710200044e0bfc8bcbe5d91", "federated_id": "r5YjWYJmQKPaCji/lXNRUWBp28iaBOHCb5toQBebzx4=", "internal_integration_user": "false", "ldap_server": "", "mobile_phone": "", "street": "", "company": { "link": "https://dev182540.service-now.com/api/now/table/core_company/4b7d13f03710200044e0bfc8bcbe5db6", "value": "4b7d13f03710200044e0bfc8bcbe5db6" }, "department": { "link": "https://dev182540.service-now.com/api/now/table/cmn_department/a581ab703710200044e0bfc8bcbe5de8", "value": "a581ab703710200044e0bfc8bcbe5de8" }, "first_name": "Christian", "email": "christian.marnell@example.com", "introduction": "", "preferred_language": "", "manager": { "link": "https://dev182540.service-now.com/api/now/table/sys_user/fd826bf03710200044e0bfc8bcbe5d39", "value": "fd826bf03710200044e0bfc8bcbe5d39" }, "locked_out": "false", "sys_mod_count": "7", "last_name": "Marnell", "photo": "", "avatar": "", "middle_name": "", "sys_tags": "", "time_zone": "", "schedule": "", "on_schedule": "", "date_format": "", "location": { "link": "https://dev182540.service-now.com/api/now/table/cmn_location/24018ca93790200044e0bfc8bcbe5d32", "value": "24018ca93790200044e0bfc8bcbe5d32" } } ] }
The following image displays the dispatchers' data returned in the API response, presented on the Retool application, providing a user-friendly interface for further actions.
Step 4: Data Preparation and Mapping
After successfully pulling the necessary data from ServiceNow, the data is mapped with the respective Route Optimization API parameters. Configure optimization settings such as shift start and end time, service time, and start and end location coordinates.
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 71 72 73 74 75 76 77let vehicles = []; let shifts = []; let starts = []; let ends = []; let veh_attr = []; let stop_attr = []; let jobs_index = 1; let vehicle_index = 1; let shiftStart = (new Date(dtShiftStart2.value).getTime()/1000); let shiftEnd = (new Date(dtShiftEnd2.value).getTime()/1000); // START NBAI PROBLEM BUILD let locations = []; let jobs = []; let shipments = []; vehicles = []; veh_attr = []; stop_attr = []; // sequence through all stops and create job array while // also creating the indexed list of locations let location_index = 0; let location = []; table2.data.forEach(planstop => { let job = { id: jobs_index++, location_index: location_index++, service: numberInput1.value, priority: 0, } location.push(`${planstop.latitude},${planstop.longitude}`); jobs.push(job); }); // Add shift start/stop location to location index location.push(`${txtVehicleStartPosition2.value}`); location.push(`${txtVehicleEndPosition2.value}`); location_index += 1; let veh_fixed_cost = 0; tblDrivers.data.forEach( (v,idx) => { let breaks = []; let vehicle = { id: vehicle_index++, start_index: location_index, time_window: [shiftStart, shiftEnd], max_tasks: 25, costs: { fixed: veh_fixed_cost } }; vehicles.push(vehicle); veh_fixed_cost += 0; }); locations = { id: 12, description: 'Servicenow Test', location: location }; let options = { routing: { mode: "car" } }; localStorage.setValue('vehiclesNBAI', vehicles); localStorage.setValue('shipmentsNBAI', shipments); localStorage.setValue('jobsNBAI', jobs); localStorage.setValue('locationsNBAI', locations); localStorage.setValue('nbaiOptions', options); localStorage.setValue('nbaiVRPResult', null); nbaiOptimizationRun.trigger();
Step 5: Create Optimization Job
In this step, the mapped data is sent to Route Optimization API to create an optimization job and response confirms the job creation and returns a unique job id.
API Request
The following cURL command sends a POST request to the Route Optimization API to create an optimization job.
1 2curl --request POST \ --url https://api.nextbillion.io/optimization/v2?key={{localStorage.values.apiKey}}
API Response
The following API response confirms the creation of optimization job.
1 2 3 4 5 6{ "id": "1a3905c5163dfc4aa5267e85c177ef7a", "message": "Optimization job created", "status": "Ok" ] }
Step 6: Retrieve Optimized Route Result
Retrieve the optimized route result by making a GET request to the NextBillion.ai Route Optimization API with the job ID and API key.
API Request
https://api.nextbillion.io/optimization/v2/result?id={{nbaiOptimizationRun.data.id}}&key={{localStorage.values.apiKey}}API Response
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528 529 530 531 532 533 534 535 536 537 538 539 540 541 542 543 544 545 546 547 548 549 550 551 552 553 554 555 556 557 558 559 560 561 562 563 564 565 566 567 568 569 570 571 572 573 574 575 576 577 578 579 580 581 582 583 584 585 586 587 588 589 590 591 592 593 594 595 596 597 598 599 600 601 602 603 604 605 606 607 608 609 610 611 612 613 614 615 616 617 618 619 620 621 622 623 624 625 626 627 628 629 630 631 632 633 634 635 636 637 638 639 640 641 642 643 644 645 646 647 648 649 650 651 652 653 654 655 656 657 658 659 660 661 662 663 664 665 666 667 668 669 670 671 672 673 674 675 676 677 678 679 680 681 682 683 684 685 686 687 688 689 690 691 692 693 694 695 696 697 698 699 700 701 702 703 704 705 706 707 708 709 710 711 712 713 714 715 716 717 718 719 720 721 722 723 724 725 726 727 728 729 730 731 732 733 734 735 736 737 738 739 740 741 742 743 744 745 746 747 748 749 750 751 752 753 754 755 756 757 758 759 760 761 762 763 764 765 766 767 768 769 770 771 772 773 774 775 776 777 778 779 780 781 782 783 784 785 786 787 788 789 790 791 792 793 794 795 796 797 798 799 800 801 802 803 804 805 806 807 808 809 810 811 812 813 814 815 816 817 818 819 820 821 822 823 824 825 826 827 828 829 830 831 832 833 834 835 836 837 838 839 840 841 842 843 844 845 846 847 848 849 850 851 852 853 854 855 856 857 858 859 860 861 862 863 864 865 866 867 868 869 870 871 872 873 874 875 876 877 878 879 880 881 882 883 884 885 886 887 888 889 890 891 892 893 894 895 896 897{ "request": { "url": "https://api.nextbillion.io/optimization/v2/result?id=1a3905c5163dfc4aa5267e85c177ef7a&key=c56015b059074e2681fb27f6bfd5e94e", "method": "GET", "body": null, "headers": { "User-Agent": "Retool/2.0 (+https://docs.tryretool.com/docs/apis)", "ot-baggage-requestId": "undefined", "x-datadog-trace-id": "1271663754735806096", "x-datadog-parent-id": "5780980135441870188", "x-datadog-sampling-priority": "-1", "traceparent": "00-000000000000000011a5db7286c46690-503a2acde29a2d6c-00", "tracestate": 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Step 7: Visulaize Optimized Route Results
The optimized route results can be visulalized with the help of our Route Optimization Tester.
Use the following link to visualize the optimized routes.
https://playground.nextbillion.ai/optimization-tester?apiKey={{localStorage.values.apiKey}}&requestID={{nbaiOptimizationRun.data.id}}The above link directs you to the Optimizer interface, providing a convenient way to inspect and analyze the optimized routes generated by the Route Optimization API. Simply replace the placeholders with your API key and the request ID obtained from the API response for seamless integration and route assessment. The following image visualizes the routes generated by the Route Optimization API within the Tester interface.
ServiceNow and NextBillion.ai's Route Optimization API integration combines the strengths of a leading service management platform and cutting-edge route optimization technology. This integration enables organizations to improve their logistics and service delivery capabilities, resulting in operational excellence and, ultimately, a more agile and responsive business environment.
