SnowAssign — ServiceNow Auto-Assignment

ServiceNow Connection

Instance URL

Username

Password

What Happens After Setup

Step 1

Save your ServiceNow credentials above and click Test Connection

Step 2

Go to Enable Group — search for your assignment group by name

Step 3

SnowAssign syncs the group, members, and user details into the app

Step 4

Automation jobs run every 5 min (incidents/assignment) and 30 min (member sync)

Enable Assignment Group

Enter the exact group name as it appears in ServiceNow. The system will validate and sync all group members.

Group Name

Enabled Groups

📭

No groups enabled yet

Name	Email	Manager	Active	Auto-Assign

Name	User ID	Email	Active	Online (Assign)

User	Group	User Active	User Online

Total

—

Pending

—

Processing

—

Assigned

—

Number	Short Description	Priority	Group	State	Automation	Assigned To

Setting Up the API Connection

1

Log in to ServiceNow

Go to https://your-instance.service-now.com with an admin or API user account.

2

Create a dedicated API user (recommended)

Navigate to User Administration → Users. Create a user (e.g. api_autoassign) with roles: itil, rest_api_explorer, and incident_manager.

3

Get your Basic Auth credentials

Your Basic Auth is Base64(username:password). In SnowAssign just enter the username and password — the app handles encoding.

4

Enter instance URL

Use the full URL: https://yourcompany.service-now.com — no trailing slash.

5

Save and Test Connection

Click Save Configuration, then Test Connection. A successful test means authentication is working even if the test group isn't found.

ServiceNow Settings to Enable

Ensure REST API is enabled: System Web Services → REST API Explorer
The API user must have access to tables: sys_user_group, sys_user, sys_user_grmember, incident
Check ACLs — the user needs read access to those tables and write (patch) access to the incident table's assigned_to field
If using MFA, create a service account that bypasses MFA for REST API calls
Disable IP allowlisting for the Cloudflare Worker IP range, or add it to the allowed list

Self-Troubleshooting Guide

401 / 403 Error

Authentication failed. Check username/password. Ensure the user account is not locked.

No group found

The group name must match exactly (case-sensitive in some instances). Try copying the name from ServiceNow directly.

Group disabled after failure

A ticket assignment PATCH call failed. Check the Audit Log for the specific error. Re-enable the group from the Groups page after fixing the issue.

No tickets fetched

Verify that unassigned incidents exist for the group in ServiceNow (state not Resolved/Closed, assigned_to is empty).

CORS errors in browser

Set the CORS_ORIGIN environment variable in your Cloudflare Worker to your Cloudflare Pages domain.

Jobs not running

Cron triggers require a paid Cloudflare Workers plan. On free tier, click Run Jobs manually or use an external cron (e.g. cron-job.org) to POST to /api/jobs/fetch-incidents and /api/jobs/assign-tickets.

Supabase errors

Ensure SUPABASE_URL and SUPABASE_KEY (service_role key) are set in Worker environment variables. The service_role key bypasses Row Level Security.

Deployment Checklist

Run schema.sql in Supabase SQL Editor to create all tables
Set SUPABASE_URL and SUPABASE_KEY as Worker secrets via wrangler secret put
Set CORS_ORIGIN to your Pages domain (e.g. https://myapp.pages.dev)
Deploy the Worker: npx wrangler deploy
Update WORKER_URL constant in index.html to your Worker URL
Push index.html to your GitHub repo — Cloudflare Pages auto-deploys

API Configuration

Enable Group

Groups

Users

Memberships

Tickets

Audit Log

Help & Troubleshooting