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ServiceNow HR Service Delivery Integration Guide

Connect ServiceNow HR Service Delivery with enterprise applications through REST and SOAP APIs, import sets, attachments, and configured outbound events.

ServiceNow HR Service Delivery integration options at a glance

ServiceNow HR Service Delivery integrations typically use the ServiceNow platform REST APIs, including the Table API, Import Set API, Attachment API, Aggregate API, and configured Scripted REST APIs. SOAP web services remain available for existing enterprise integrations, while outbound REST requests, events, notifications, flows, and business rules can provide webhook-style callbacks for selected HRSD conditions. Martini can consume these APIs, expose an endpoint for callbacks, orchestrate scheduled or event-driven workflows, transform HRSD data, and apply validation and privacy rules. OAuth 2.0, Basic Authentication, roles, ACLs, and other instance security controls govern access.

Integration pointSupported by ServiceNow HR Service Delivery?Common use casesHow Martini supports it
REST APIsYesThe Table API supports querying and changing accessible HR Case, HR Profile, HR Service, HR Task, and related platform records. Import Set, Attachment, Aggregate, and Scripted REST APIs support bulk ingestion, files, aggregation, and governed custom endpoints.Martini can consume ServiceNow REST APIs, generate reusable integration assets from API definitions where applicable, map payloads, apply business rules, and expose controlled APIs for upstream systems.
SOAP APIsYesServiceNow provides SOAP web services for table access, import sets, and applicable custom scripted services. SOAP is primarily relevant to existing enterprise integrations or dependent systems that require it.Martini can consume ServiceNow SOAP services and transform XML responses or requests within workflows. REST is generally preferable for new integrations.
Webhooks / outbound callbacksLimitedOutbound REST messages, business rules, Flow Designer or workflow actions, events, notifications, and configured outbound webhooks can call external endpoints for selected HRSD conditions.Martini can expose an API endpoint to receive configured callbacks, validate requests, deduplicate deliveries, and route events through workflows. Event coverage depends on ServiceNow configuration and is not universal.
Bulk / async / batch APIsYesThe Import Set API, import-set tables, and transform maps support controlled bulk ingestion, validation, normalization, coalescing, and routing. Large Table API operations should use pagination and batching.Martini can schedule batches, submit import-set payloads, track results, throttle requests, and retry transient failures while preserving correlation identifiers.
File / attachment APIsYesThe Attachment API supports uploading, downloading, and managing documents associated with HR cases and other records, subject to ACLs, file limits, and retention policies.Martini can retrieve attachment metadata, transfer files to approved destinations, validate content types, preserve case associations, and handle retryable file operations.
AuthenticationYesServiceNow supports OAuth 2.0, Basic Authentication, roles, ACLs, OAuth scopes, application scopes, and additional enterprise controls such as certificate-based authentication where configured.Martini can store credentials and secrets securely, configure authenticated API consumption, and expose protected endpoints for ServiceNow callbacks.
Database accessNoDirect access to the underlying ServiceNow SaaS database is not the normal integration model. Reporting or analytics exports may require separate products, permissions, or APIs.Martini should use supported ServiceNow APIs rather than JDBC or direct SQL access for transactional HRSD integration.
Scheduled synchronizationYesScheduled incremental polling can retrieve changed records using fields such as sys_updated_on, pagination, and durable synchronization watermarks when callback coverage is incomplete.Martini can invoke workflows on a schedule, maintain checkpoints, process pages, and reconcile historical or missed changes.

How ServiceNow HR Service Delivery exposes data and business events

ServiceNow REST APIs

ServiceNow provides REST APIs for transactional HRSD integration. The Table API supports accessible records, while the Import Set API, Attachment API, Aggregate API, and Scripted REST APIs address bulk ingestion, files, aggregation, and custom governed endpoints.

Martini implementation pattern

Martini implementation pattern: Martini invokes the appropriate ServiceNow REST endpoint from a workflow or exposes an API for an upstream request. It maps ServiceNow fields to an internal model, applies validation and privacy rules, handles pagination or import results, and records stable identifiers and checkpoints.

Implementation sequence

Authenticate to the ServiceNow instance
Retrieve or receive the source payload
Query or write the appropriate HRSD API resource
Map fields and resolve reference values
Apply validation, privacy, and business rules
Persist identifiers and synchronization checkpoints

ServiceNow SOAP APIs

ServiceNow supports SOAP web services for table access, import sets, and applicable custom scripted services. SOAP remains useful for established integrations or dependent systems that cannot use REST.

Martini implementation pattern

Martini implementation pattern: Martini consumes the SOAP service, transforms XML into the workflow's canonical structure, applies the same validation and authorization boundaries used for REST integrations, and converts the result for the target system.

Implementation sequence

Authenticate to the ServiceNow SOAP service
Submit the SOAP request
Parse the XML response
Map ServiceNow values to the target model
Apply business rules and validation
Record the response and handle retryable faults

ServiceNow outbound callbacks

ServiceNow can initiate outbound REST requests through outbound REST messages, business rules, flows, events, notifications, or configured webhooks for selected HRSD conditions. Coverage depends on instance configuration and is not universal across HRSD objects.

Martini implementation pattern

Martini implementation pattern: Martini exposes a protected API endpoint that receives the configured callback, validates its authenticity and event content, deduplicates deliveries, retrieves current ServiceNow data when necessary, and routes the event to downstream systems.

Implementation sequence

Receive the configured ServiceNow callback
Authenticate and validate the request
Check the event and correlation identifier
Retrieve current HRSD data when required
Map and route the event to the target system
Return an acknowledgment and record processing status

ServiceNow Import Set API

The Import Set API and transform maps provide a controlled mechanism for bulk or asynchronous ingestion into ServiceNow. Transform maps can normalize, validate, coalesce, and route incoming data to HRSD tables.

Martini implementation pattern

Martini implementation pattern: Martini batches approved source data, submits import-set payloads, tracks correlation identifiers and transform outcomes, and routes rejected rows to an operational exception process rather than repeatedly resubmitting invalid data.

Implementation sequence

Collect and validate the source batch
Transform data into the import-set structure
Submit the batch to ServiceNow
Track import and transform results
Reconcile successful and rejected rows
Retry only transient failures

ServiceNow Attachment API

The Attachment API supports file operations associated with ServiceNow records, including HR case documents and employee-submitted forms. Access, file size, content type, retention, and privacy controls apply.

Martini implementation pattern

Martini implementation pattern: Martini retrieves or receives approved attachment metadata, downloads or uploads the file through the Attachment API, validates the case association and content type, and records the external document reference without unnecessarily logging sensitive content.

Implementation sequence

Identify the source record and attachment
Validate authorization and file metadata
Transfer the file through the supported API
Associate the file with the target record
Persist the external reference and status
Retry safely or route failures to exception handling

Common ServiceNow HR Service Delivery integration patterns

Pattern 1: Synchronize HR Cases with an external system

When to use this pattern

Use this pattern when an external application needs selected new or updated HR Case information for service coordination, reporting, or related workflow processing. Scheduled incremental retrieval is appropriate when callback coverage is incomplete or reconciliation is required.

Integration direction
ServiceNow HR Service Delivery
Martini
Salesforce
Example Mapping
ServiceNow HR Service Delivery FieldCanonical FieldTarget Field
sys_idsourceCaseIdServiceNowCaseReference__c
numbercaseNumberCaseNumber
statecaseStatusStatus
prioritycasePriorityPriority
Martini implementation pattern

A scheduled Martini workflow queries the Table API with an updated-time filter and pagination, filters sensitive fields, maps HR Case data, and upserts the target using sys_id or a governed correlation identifier. The workflow stores a durable watermark, retries transient failures with backoff, and routes validation or authorization errors for operational review.

Martini capabilities used
  • workflows
  • API consumption
  • scheduling
  • data mapping
  • business rules
  • error handling

Pattern 2: Create HR Cases from employee lifecycle events

When to use this pattern

Use this pattern when Workday, SAP SuccessFactors, or another approved source emits a new-hire, transfer, manager-change, leave, or termination event that should initiate an HRSD process.

Integration direction
Workday
Martini
ServiceNow HR Service Delivery
Example Mapping
ServiceNow HR Service Delivery FieldCanonical FieldTarget Field
workerIdemployeeIdentifiersubject_person
eventTypelifecycleEventhr_service
effectiveDateeffectiveDateopened_at
managerIdmanagerIdentifierdescription or reference field
Martini implementation pattern

Martini receives or polls the source event, validates the employee and event type, resolves ServiceNow reference fields, and creates an HR Case or related HR Task through the Table API or Import Set API. A stable external correlation key prevents duplicates, while rejected references and permission failures are isolated from retryable transport errors.

Martini capabilities used
  • API exposure
  • API consumption
  • workflows
  • data mapping
  • validation
  • idempotency
  • error handling

Pattern 3: Exchange HR case attachments

When to use this pattern

Use this pattern when approved supporting documents must move between HRSD and an external document, signature, payroll, or case-management application while preserving their association with an HR Case.

Integration direction
ServiceNow HR Service Delivery
Martini
DocuSign
Example Mapping
ServiceNow HR Service Delivery FieldCanonical FieldTarget Field
table_sys_idsourceCaseIdexternalCaseReference
file_namedocumentNamename
content_typemimeTypedocumentType
attachment contentdocumentBinarydocumentContent
Martini implementation pattern

A Martini workflow retrieves attachment metadata and content through the Attachment API, applies authorization, file-type, size, and routing rules, and submits the document to the target application. It stores the external reference and transfer status, avoids sensitive payload logging, and uses idempotency keys for safe retries.

Martini capabilities used
  • workflows
  • API consumption
  • file handling
  • data mapping
  • business rules
  • error handling

Pattern 4: Process selected HR case status callbacks

When to use this pattern

Use this pattern when ServiceNow is configured to send outbound requests for selected HR Case or HR Task conditions such as assignment, escalation, approval, or closure.

Integration direction
ServiceNow HR Service Delivery
Martini
Microsoft Teams
Example Mapping
ServiceNow HR Service Delivery FieldCanonical FieldTarget Field
sys_idsourceRecordIdcorrelationId
numbercaseNumbermessageTitle
statestatusmessageStatus
assignment_groupassignmentGrouprecipientContext
Martini implementation pattern

ServiceNow sends a configured outbound request to a protected Martini API. Martini validates the callback, checks duplicate delivery, optionally retrieves the current record, applies notification and privacy rules, and sends an approved message or downstream update. The workflow returns an acknowledgment and records failures for replay.

Martini capabilities used
  • API exposure
  • webhook consumption
  • workflows
  • data mapping
  • business rules
  • error handling
  • monitoring

Applications commonly integrated with ServiceNow HR Service Delivery

ServiceNow HR Service Delivery can be integrated with adjacent HR, identity, collaboration, document, and work-management products. The appropriate direction and data scope depend on which system is authoritative and which HRSD tables, fields, events, and permissions are enabled in the target instance.

Application Scenario Direction Martini Pattern
Workday Exchange workers, organizations, positions, managers, and employee lifecycle events to create or fulfill HR cases and services. Workday → Martini → ServiceNow HR Service Delivery Martini receives or schedules Workday data, validates employee identifiers, maps worker and organizational attributes to HRSD fields, and uses the Table API or Import Set API with correlation-based upserts.
SAP SuccessFactors Synchronize employee and employment data to support HR case creation, fulfillment, and lifecycle processing. SAP SuccessFactors → Martini → ServiceNow HR Service Delivery A Martini workflow retrieves or receives approved SuccessFactors changes, applies field-level privacy filtering, transforms reference values, and writes eligible data to ServiceNow through REST or import sets.
Microsoft Entra ID Coordinate onboarding, transfer, access, and offboarding tasks associated with HR cases and employee lifecycle events. ServiceNow HR Service Delivery → Martini → Microsoft Entra ID Martini receives an HRSD case or task event, validates the requested identity action, calls the relevant Entra endpoint, and writes the outcome or correlation reference back to ServiceNow.
Okta Connect identity lifecycle actions with HR onboarding, transfer, and termination processes. ServiceNow HR Service Delivery → Martini → Okta Martini orchestrates selected HRSD status or task changes, applies business rules for eligible identity actions, calls Okta APIs, and handles duplicate callbacks and transient failures.
DocuSign Send and track signatures for HR documents and employment-related workflows. ServiceNow HR Service Delivery → Martini → DocuSign Martini retrieves approved document metadata or attachments, validates file and case associations, initiates the external document process, and processes completion callbacks before updating HRSD.
Jira Route selected HR technology or internal service tasks to engineering teams while retaining HR case context. ServiceNow HR Service Delivery → Martini → Jira Martini maps eligible HR Tasks or cases to Jira issues, removes restricted employee data, stores cross-system identifiers, and synchronizes permitted status changes with idempotent updates.
Microsoft Teams Provide notifications, approvals, or employee-service interactions around HR cases and tasks. ServiceNow HR Service Delivery → Martini → Microsoft Teams Martini receives configured HRSD events, applies notification and privacy rules, formats a Teams message or action payload, and records delivery or failure status.

How to build a ServiceNow HR Service Delivery integration in Martini

Objective

Establish controlled access to the ServiceNow instance and any participating systems while limiting HR data exposure.

Instructions in Martini

  • Configure OAuth 2.0 where approved, or use another confirmed ServiceNow authentication method
  • Store credentials, tokens, certificates, and endpoint configuration as protected environment settings
  • Verify ServiceNow roles, ACLs, scopes, and table or field access with the instance administrator
  • Define the minimum employee and case data required by the integration

Objective

Select the execution model that matches event coverage, throughput, and reconciliation requirements.

Instructions in Martini

  • Use a Martini API endpoint for external lifecycle events or ServiceNow callbacks
  • Use a scheduler for incremental Table API polling and historical reconciliation
  • Use a workflow trigger or queue when asynchronous processing is required
  • Document which HRSD events are explicitly configured rather than assuming universal event coverage

Objective

Obtain the current HRSD resource or incoming event with enough context for reliable processing.

Instructions in Martini

  • Receive and validate the callback or source event
  • Query the Table API with pagination and an incremental filter where appropriate
  • Use the Import Set API for controlled bulk ingestion
  • Use the Attachment API for approved HR documents and case files

Objective

Coordinate API calls, enrichment, branching, and target-system operations in a maintainable Martini workflow.

Instructions in Martini

  • Separate transport, validation, mapping, business rules, and persistence stages
  • Resolve ServiceNow reference fields using governed identifiers rather than display names alone
  • Track correlation identifiers, sys_id values, and synchronization watermarks
  • Route sensitive or restricted fields only to approved destinations

Objective

Transform ServiceNow payloads into a canonical or target-specific model while enforcing data quality and privacy rules.

Instructions in Martini

  • Map actual HRSD objects such as HR Case, HR Profile, HR Task, and HR Service
  • Choose explicitly whether each reference uses sys_id, display value, or both
  • Validate required fields, allowed choices, employee identifiers, and file metadata
  • Remove unnecessary personal, employment, case-description, or attachment content from downstream payloads

Objective

Ensure that records are created, updated, routed, or suppressed according to ownership and process rules.

Instructions in Martini

  • Define the authoritative system for each synchronized attribute
  • Use correlation fields or Import Set coalesce keys to prevent duplicates
  • Check whether ServiceNow business rules, flows, notifications, or approvals will be triggered
  • Prevent recursive outbound calls and exclude technical synchronization fields from employee-facing content

Common ServiceNow HR Service Delivery data objects used in integrations

ObjectTypical UseCommon target systemsMartini handling
HR CaseRepresents an employee HR request, issue, or process and commonly includes status, priority, assignment, employee reference, and HR service information.Workday, SAP SuccessFactors, Salesforce, Jira, data warehousesMartini can query, create, and update HR Case records through the Table API or Import Set API, applying privacy filtering, correlation identifiers, validation, and idempotent upserts.
HR ProfileContains employee-specific HR information used to support HR services and case processing.Workday, SAP SuccessFactors, Microsoft Entra ID, OktaMartini should exchange only required fields, resolve reference values carefully, and enforce least-privilege access and field-level filtering before synchronization.
HR ServiceDefines catalog-style HR services that employees can request or that workflows can use to classify and route work.Employee portals, workflow platforms, reporting systemsMartini can read service definitions for mapping and routing, while respecting instance-specific scopes, ACLs, and configured HRSD behavior.
HR TaskRepresents work associated with HR Cases and fulfillment activities, including assignment and status information.Microsoft Entra ID, Okta, Jira, Microsoft TeamsMartini can consume task changes, route eligible work to external systems, maintain cross-system identifiers, and write back permitted outcomes.
HR Knowledge ArticleProvides HR knowledge content for employee questions, support, and self-service experiences.Employee portals, search platforms, collaboration toolsMartini can synchronize approved article attributes or publication statuses through accessible ServiceNow APIs, subject to content permissions and instance configuration.
HR Document or HR case attachmentStores supporting forms, employment documents, correspondence, or evidence associated with HR processes.DocuSign, document management platforms, payroll systemsMartini can use the Attachment API to retrieve or upload files, validate metadata and content types, preserve case relationships, and apply sensitive-data controls.

Authentication and security considerations

Authentication and authorization

ServiceNow supports OAuth 2.0, Basic Authentication, session-based options for some use cases, and additional enterprise controls such as certificate-based authentication where configured. OAuth is generally preferable for managed system-to-system integrations when available.

HRSD integrations should use least-privilege roles, OAuth scopes, application scopes, table permissions, field-level ACLs, and approved web-service access. Martini should store credentials and secrets securely and limit access to the minimum HR tables and fields required.

  • Minimize employee, case, profile, and attachment data transferred between systems.
  • Avoid logging sensitive descriptions, personal identifiers, and document contents.
  • Verify authorization in the target ServiceNow instance before production use.
  • Use protected Martini endpoints for inbound ServiceNow callbacks.

Operational considerations for ServiceNow HR Service Delivery integrations

Reliability and throughput

Use pagination, incremental filters such as sys_updated_on, batching, throttling, and retry backoff for large Table API operations. Import sets and transform maps are generally more appropriate than unbounded individual updates for bulk ingestion.

Data integrity

Use sys_id values, stable employee identifiers, correlation fields, and Import Set coalesce keys. Define idempotent create and update behavior and protect against duplicate callback delivery. Reference fields require an explicit decision about sys_id, display values, or both.

Privacy and change management

HRSD tables, fields, choices, business rules, plugins, and scoped applications vary by instance. Validate the target dictionary and ACLs, test release upgrades and custom APIs, and apply field-level filtering before downstream transmission.

Monitoring and recovery

  • Capture status codes, ServiceNow error messages, correlation identifiers, and workflow context.
  • Retry only transient failures such as throttling or temporary server errors.
  • Route validation, authorization, and malformed-data failures to an exception process.
  • Monitor both Martini workflow execution and ServiceNow transaction or integration logs.
  • Treat attachment transfers as sensitive, retryable, and independently traceable operations.

Why use Martini instead of scripts or point-to-point integrations?

Orchestration across systems

Scripts and point-to-point integrations often duplicate authentication, pagination, mapping, retries, and privacy logic. Martini provides a workflow-based execution layer for coordinating ServiceNow APIs, external applications, files, and event callbacks.

Maintainable transformations

Martini separates API consumption, data mapping, validation, business rules, and target-system writes. This makes it easier to support ServiceNow reference fields, custom HRSD fields, import-set structures, attachments, and changing downstream schemas.

Operational control

Martini can expose controlled APIs, schedule reconciliation workflows, handle asynchronous processing, apply retry and idempotency policies, and centralize monitoring and exception handling without requiring a separate script for each integration path.

  • Reuse authentication, mapping, validation, and error-handling assets.
  • Support REST, SOAP, callbacks, import sets, and attachment workflows in one integration design.
  • Limit sensitive HR data through explicit routing and field-level rules.
  • Maintain durable checkpoints and correlation identifiers for reconciliation.

Frequently asked questions

How can ServiceNow HR Service Delivery be integrated with enterprise systems?

ServiceNow HR Service Delivery can be integrated through the ServiceNow Table API, Import Set API, Attachment API, scripted REST APIs, SOAP web services, and configured outbound REST requests or callbacks. Scheduled polling, import sets, and event-driven workflows can support synchronization, case creation, task fulfillment, and document exchange.

Can Martini integrate with ServiceNow HR Service Delivery?

Yes. Martini can integrate with ServiceNow HR Service Delivery by consuming its REST or SOAP APIs, submitting import-set and attachment requests, receiving configured outbound callbacks, and orchestrating validation, mapping, business rules, retries, and downstream updates through workflows. No native Martini ServiceNow connector is documented in the supplied sources.

Do I need a connector to integrate ServiceNow HR Service Delivery with Martini?

No. A dedicated ServiceNow HR Service Delivery connector is not required. Martini can use ServiceNow's confirmed native REST APIs, SOAP services, Import Set API, Attachment API, outbound requests, callbacks, and authentication methods.

Is there any extra Lonti cost to integrate ServiceNow HR Service Delivery with Martini?

Lonti does not charge an additional per-connector or per-vendor fee to integrate ServiceNow HR Service Delivery with Martini. Integrations are subject to the provisioned capacity of the Martini environment. Separate costs may apply from ServiceNow, cloud infrastructure, or other third-party systems based on licensing, usage, and deployment model.

Which ServiceNow APIs should be used for HR Service Delivery integrations?

The Table API is commonly used for individual HR Case, HR Profile, HR Service, HR Task, and related platform records. The Import Set API is generally better for controlled bulk ingestion and transform-map processing, while the Attachment API should be used for HR case documents and other files. SOAP is mainly appropriate for existing integrations or systems that require it.

Can ServiceNow HR Service Delivery send events or callbacks to Martini?

ServiceNow can be configured to send outbound REST requests or other notifications for selected HRSD conditions through outbound REST messages, business rules, flows, events, or notifications. Coverage is configuration-dependent and should not be assumed for every object or field. Martini can expose a protected API endpoint to receive and process these callbacks.

How should ServiceNow HR Service Delivery synchronization handle changes and duplicates?

Use scheduled incremental queries with pagination and a durable watermark when polling, or configured callbacks when suitable event coverage exists. Use ServiceNow sys_id values, source identifiers, correlation fields, and Import Set coalesce keys to make creates and updates idempotent. A hybrid event and reconciliation design can recover missed changes.

Can Martini transfer HR Service Delivery attachments?

Yes. Martini can orchestrate transfers through ServiceNow's Attachment API and a destination system's supported file interface. The design should address authorization, file size and content-type limits, sensitive HR content, case association, retention, idempotency, and retry handling.

Related Martini documentation

APIs

Workflows

Data

Security

Operations

Connect ServiceNow HR Service Delivery with Martini

Use Martini to orchestrate secure ServiceNow HRSD integrations across APIs, callbacks, files, and enterprise applications.

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