Box for ServiceNow brings Box content directly into ServiceNow, so you can work with the files and folders you need without switching between applications.
With the integration, you can view, upload, and share Box content directly from a ServiceNow record. Each record can have its own dedicated Box folder, while permissions are mapped between ServiceNow and Box to help ensure you access only the content you’re authorized to see.
Why use Box with ServiceNow?
ServiceNow is where you manage structured workflows, while Box provides a secure place to store and manage the unstructured content those workflows depend on. Connecting the two helps you keep work in one place while maintaining Box as the source of truth for your content.
Without an integration, you may need to download files from Box, upload them as ServiceNow attachments, or send documents by email. This can result in duplicate files, outdated versions, and content that is no longer governed by Box policies.
With Box for ServiceNow:
- Work where the process happens: Access Box files and folders directly from the ServiceNow record you're working on.
- Keep content in Box: Files remain stored in Box keeping Box as your central content management layer.
- Reduce duplicate content: You can work with the same Box files without downloading and re-uploading copies.
- Maintain Box governance: Content remains under Box's native version control, classification, retention, and legal hold capabilities.
- Control access: Administrators can assign Box collaboration roles so you receive the appropriate level of access.
Key use cases
Box for ServiceNow can support teams across IT, HR, customer service, legal, procurement, and other business functions.
- IT Service Management (ITSM): Keep supporting documentation, incident reports, root cause analyses, and other files accessible directly from the incident or request where the work is being managed.
- HR Service Delivery (HRSD): Give HR teams access to employee documents, onboarding materials, and other sensitive content from the relevant ServiceNow record while keeping the files stored and governed in Box.
- Customer Service Management (CSM): Help support teams find the documents they need directly from a customer case, reducing the need to search across multiple systems while resolving an issue.
- Legal and procurement: Keep contracts, supporting documents, and other content connected to the ServiceNow request or workflow where it is being reviewed.
- Custom ServiceNow modules: The integration can also be configured for custom ServiceNow modules, allowing organizations to connect Box content to the records that are specific to their business processes.
How Box for ServiceNow works
Box for ServiceNow connects a ServiceNow record to a dedicated Box folder. When configured by a Box administrator, you can create a Box folder for a record directly from ServiceNow. The integration maintains the relationship between the ServiceNow record and its Box folder so you can access the appropriate content as they work.
Once a Box folder is associated with a record, you can interact with its content directly from ServiceNow using the Box Embed widget. Depending on their permissions, you can:
- View and preview files
- Upload files
The content remains in Box and is displayed within ServiceNow through the Box Embed widget.
Each ServiceNow record can have its own Box folder. This helps keep content separated by record and reduces the risk of your accessing files belonging to unrelated records.
For example, an organization could have:
- A Box folder for each IT incident
- A Box folder for each employee HR case
- A Box folder for each customer case
- A Box folder for each procurement request
How permissions work
Box administrators configure the role mappings that determine the level of Box access you receive within ServiceNow. This helps ensure that you have the appropriate access to the content associated with the ServiceNow records you can work with. The integration also maintains your user identity between ServiceNow and Box, so accessing content through ServiceNow does not provide you with access beyond what you’re authorized to access in Box.
Supported ServiceNow applications
Box for ServiceNow can be configured across multiple ServiceNow applications and modules, including:
- IT Service Management (ITSM)
- HR Service Delivery (HRSD)
- Customer Service Management (CSM)
- CRM
- Custom applications and modules
Box administrators determine which record types and modules use the Box integration and configure how those records map to Box folders.
Configuration
ServiceNow administrators configure the integration to fit their organization's workflows.
Configuration options include:
- Box service account and authentication configuration
- The Box root folder where content is created set up
- Which ServiceNow record types have Box Embed widget enabled
- Record-to-folder mapping
- ServiceNow to-Box users permission mapping
Once the integration is configured, ServiceNow administrators can grant the appropriate permissions to users and add Box content to the ServiceNow experiences where it is needed.
For detailed installation and configuration instructions, see the Box for ServiceNow deployment guide available through the ServiceNow Store.
Getting started
Box for ServiceNow is available for you to install from the ServiceNow Store.
To get started:
- Open the Box for ServiceNow listing in the ServiceNow Store.
- Install the certified Box for ServiceNow scoped application.
- Follow the deployment guide attached to the listing to configure the Box connection, folder mappings, record types, and permissions.
- Configure the ServiceNow modules and records where you want Box content to appear.
- Assign the required permissions to your users.
- Open a configured ServiceNow record and use the Box integration to create or access its Box folder.
Once configured, your Box users can work with Box content directly from the ServiceNow records where they manage their day-to-day work.
Note: Box for ServiceNow is available at no additional charge for joint Box and ServiceNow customers on Business plans and above.