Configuring a ServiceNow Scripted REST API Endpoint for Webhook Integration

The Webhooks service forwards real‑time incident, activity, and event notifications from RUCKUS One to external systems. A ServiceNow Scripted REST API endpoint receives the webhook payload and can create or update incidents based on the received data.
    Note:
  • Each RUCKUS One tenant can create up to 20 webhook configurations. The Name and Webhook URL must be unique per tenant. At least one category (Incidents, Activities, or Events) must be selected before you can enable a webhook.
  • For ServiceNow, the shared secret is included inside the payload for compatibility with existing customer scripts. Other payload types may send the secret in the Authorization header. Ensure your ServiceNow script checks the correct location for the secret.
Complete the following steps to set up a ServiceNow Scripted REST API to receive and process notifications:
  1. Log in to the ServiceNow instance.
  2. Select System Web Services > Scripted REST APIs and click New.

    Scripted Rest APIs - New

    A new record to configure the Scripted REST API (service) is displayed.
    Configure the following:
    • Name: Enter the service name.
    • Application: Enter the scope of the application. For example, set the scope to Global.
    • API ID: Enter the API ID.
    • API Namespace: This value is system‑generated.
    • Protection Policy: Select the appropriate policy.

    Scripted Rest Service - New Record

  3. Click Submit.
    The Scripted REST Service is created.
  4. Open the Scripted REST Service, click New in the Resources tab.
  5. Set HTTP method to POST, set Relative path to /notification, and paste the following script.
    Note: Ensure that the spacing is retained when you copy and paste the code.

    (function process(/*RESTAPIRequest*/ request, /*RESTAPIResponse*/ response) {
  // Secret shared between Ruckus One and ServiceNow
  // to ensure the authenticity of data received.
  var secret = "12345678";

  var data = request.body.data;
  // Ensure request uses correct shared secret key
  if (data.secret == secret) {
    var mode; // insert or update
    var inc = new GlideRecord('incident');

    // Check if incident exists
    inc.addQuery('number', data.payload.id);
    inc.query();

    if (inc.hasNext()) {
      inc.next();
      mode = "update";
    } else {
      inc.initialize();
      mode = "insert";
    }

    // Add/update fields
    inc.number = data.payload.id;
    inc.state = 1; /* New */
    inc.impact = 2; /* Medium */
    inc.urgency = 2; /* Medium */
    inc.short_description = data.name + " " + data.type;
    inc.description = getDescription(data);

    // Insert/Update the incident
    inc[mode]();

    var status = mode + (mode == 'insert' ? 'ed' : 'd');
    gs.info('incident ' + data.payload.id);
  } else {
    gs.warn("Invalid secret to run Ruckus One webhook");
  }

  // Respond to the Webhook
  response.setStatus(200);

  /**
   * Generate description for incident
   */
  function getDescription (data) {
    return [
      'id : ' + data.id,
      'name : ' + data.name,
      'type : ' + data.type,
      'tenantId : ' + data.tenantId,
      '',
      'Details:',
      '------------------------------------------------',
      'id: ' + data.payload.id
    ].join('\n');
  }
})(request, response);

    Set these script variables after pasting:

    • <var secret>: Set the secret value (enclosed in double quotes) for data authentication (must match the value you configure in RUCKUS One).
    • (Optional) <assignment_group>: Assign the RUCKUS One incident to a specific group.
    • (Optional) <assigned_to>: Set a specific assignee.
    Note: The <assignment_group> and <assigned_to> fields are optional ServiceNow‑only settings that you configure directly in your ServiceNow Scripted REST API. These fields are not part of the RUCKUS One webhook payload.
  6. (Optional) In the Security tab, uncheck Requires Authentication if you rely only on the shared secret.
    The Webhook URL will comprise <ServiceNow instance host> / <BASE API Path> / <Relative Path>. For example: https://dev187130.service-now.com/api/1602381/ruckuswebhook/notification.
  7. Click Submit.
You can now create a Webhook service that integrates with ServiceNow. Refer to Adding a Webhook for more details.
Parent topic: Webhooks