Congratulations on your decision to use Unifi, the only integration platform you need for ServiceNow. We are sure you will be more than satisfied with this extremely powerful, versatile and technically capable solution.


We have created this Guide as an aid to customers who are beginning their journey in deploying the Unifi integration platform. This document will guide you through an example of how to configure a bidirectional asynchronous Incident integration, sending and receiving messages via the Scripted REST Service.

This guide is here to help you get up and running as quickly as possible, enabling you to realise the enormous benefits to be gained when using Unifi to configure your integration.

For more technical information on how to use Unifi, please see our technical documentation.


Do not build integrations directly within the Unifi application scope. This can create issues with upgrades and application management. Create your own global application and then build your integration within that.

Guide Structure and Testing Approach

In this release of Unifi we have completely redesigned the UI, introducing the new Unifi Portal. In this first release of the Portal we are able to configure Processes, Integrations & Messages - the remaining elements being configured in native ServiceNow as before (in the next release, all of the configuration will be carried out in the Unifi Portal). As such, this Guide has been structured to deal with those elements configured in the Portal first, before moving on to those configured in native ServiceNow.

Consequently, the testing section appears after all the configuration is complete. You can work through this Guide chronologically (as written). Whilst this is valid, a better approach may be to firstly configure the main elements that have to be in place for the integration to work (Process, Web Service, Integration, Connection, Trigger), then move on to build & test each of your scenarios individually. For example, build the CreateIncident Message (along with CreateIncidentReceipt & Response), configure the relevant Fields for those Messages and then test your CreateIncident Message. Then do the same for the UpdateIncident Message (& Receipt) and so on.

Some Dos & Don’ts

We want to include some advice on things to be aware of - either to ensure you do them, or avoid doing them - when building & testing Unifi integrations; in particular and especially if many people are building in one instance at the same time (whether that be a training instance or sub-production instance).

  • Make sure your Process API name is unique, otherwise use an existing Process.
  • Make sure your SOAP and/or REST endpoints are also unique.
  • When setting up a Connection:
    • Never use your own User as the Inbound User as it will prevent the integration from working.
    • Always ensure that your Inbound User is NOT used by anyone else for the same Process i.e. if you’re creating a Connection for an Integration on the Incident Process, your Inbound User has to be the only User used by an Integration within that Process.
  • When configuring a Trigger (Business Rule) on a table to be integrated, make sure one doesn’t exist already. If you have more than one, you will make duplicate updates.