To manage and control external applications, you create Application Registry in ServiceNow. Register Genesys Cloud with the ServiceNow instance to use the OAuth authorization.

OAuth JWT bearer token allows client web applications to authenticate with your instance using the inbound JWT grant type. This method removes the need for users to manually log in or provide their password. For more information, see Create an OAuth JWT API endpoint for external clients in the ServiceNow documentation.

To create an Application Registry:

1. Log in to ServiceNow instance.
2. Navigate to All > System OAuth > Application Registry.
3. Click New.
4. Click Create an OAuth JWT API endpoint for external clients.
5. Enter the following information in the form:
   • Name – A unique name that identifies the application.
     Note: After the integration is configured, additional application registries are created automatically. We recommend applying a consistent naming convention to distinguish between manually and automatically created registries.
   • Client ID – The ID is auto generated by ServiceNow and you cannot edit it.
   • Client Secret – Leave this field blank. The client secret is generated when the form is submitted.
   • User field – Select Sys ID from the list.
   • Active – Select the option to make the application registry active.
   • Enable JTI Verification – Clear the option.
6. Click Submit.

The Client ID and Client Secret that are generated automatically are used while setting up the integration in Genesys Cloud.