This integration involves several steps, both in ServiceNow and xMatters, to ensure seamless functioning.

ServiceNow Configuration

1. Install xMatters App: The xMatters app needs to be installed in ServiceNow. This can be done from the ServiceNow store.

2. Create an API User in ServiceNow: A ServiceNow API user with specific roles, such as x_xma_xmatters.xmatters_rest and x_xma_xmatters.xmatters_engage, is required to handle REST requests from xMatters to ServiceNow.

3. Assign Roles: Various roles are installed with the xMatters application in ServiceNow, and these need to be assigned to appropriate users or groups. These roles control who can use or make changes to xMatters components and manage communications between ServiceNow and xMatters.

4. Configuration Pages: xMatters installs four configuration pages in ServiceNow — Common Configuration, Incident Notifications, Engage with xMatters, and Data Sync. These need to be updated with information specific to your xMatters deployment.

xMatters Configuration

1. Integration User Setup: An integration user in xMatters is required to authenticate REST requests from ServiceNow. This user should have the ‘REST Web Service User’ role in xMatters.

2. Workflow Configuration: A workflow needs to be downloaded, imported, and configured in xMatters. This includes setting up an endpoint with ServiceNow authentication type, updating the Base URL, and entering credentials for the ServiceNow API user.

3. Configure Inbound Triggers: Inbound triggers in xMatters need to be configured and their URLs updated in ServiceNow. These triggers are used for initiating flows based on requests from ServiceNow.

4. Setting Up the Endpoint: The endpoint’s URL and authentication credentials in xMatters need to be configured to point to your ServiceNow instance.

Final Steps

After configuring both ServiceNow and xMatters, ensure that the settings in both systems are correctly aligned and tested for connectivity and functionality. This integration allows for automatic updating of incidents or engagement records in xMatters and sends alerts about these updates back to ServiceNow.