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Nametag Integration for ServiceNow

Overview

The Nametag Identity Verification App allows help desk agents to securely verify a user’s identity directly from Incident and Interaction records in ServiceNow before performing high-risk actions such as password resets, MFA recovery, or profile updates.

By integrating Nametag with ServiceNow, organizations can:

  • Prevent social engineering by verifying the true identity of the requester
  • Enhance ITSM security with minimal disruption to existing workflows

Verification is initiated when a help desk agent clicks “Nametag Verification” on a record.

Nametag handles:

  • Creating the verification request
  • Generating the verification link
  • Collecting identity data from the end user

ServiceNow:

  • Stores the request details
  • Polls for status updates
  • Updates the record with verification results

Nametag uses a dedicated ServiceNow request template, which asks the end user to share their legal name from a government-issued ID and GPS location.

Prerequisites

Before setting up the integration, ensure you have:

  1. An active Nametag account
  2. Admin permissions in ServiceNow
  3. A ServiceNow instance running Tokyo or later (Yokohama and Zurich are also supported)

Setup

This setup involves:

  • Creating an integration in Nametag
  • Configuring credentials and integration settings in ServiceNow

Step 1: Install the Application in ServiceNow

  1. Go to the ServiceNow Store

  2. Search for Nametag Identity Verification for ServiceNow.

  3. Install the app into your instance.

    ServiceNow install page

  4. Confirm the application scope is x_namet_nametag_se.

Step 2: Create Integration in Nametag

  1. In the Nametag Console, go to Configure.
  2. In the left sidebar, select Integrations.
  3. Select Add Integration and choose ServiceNow.
  4. Select Create Integration.

After creating the integration, Nametag will automatically generate the required credentials.

All required values will be displayed on the same page, including:

  • Environment ID — used in ServiceNow Nametag Integration Settings
  • API Key — used in ServiceNow Connection & Credential Alias
  • Connection URL — used in ServiceNow Connection & Credential Alias

You will use these values in the next step.

Step 3: Configure Connection & Credential Alias in ServiceNow

  1. Go to Connections & Credentials → Connection & Credential Aliases
  2. Open the alias:
    • Name: NametagAPI
    • ID: x_namet_nametag_se.NametagAPI

If no connection exists (first-time setup):

  • Select Create New Connection & Credential

  • Enter:

    • Under Connections:

      • Connection Name: NametagAPI
      • Connection URL: https://nametag.co

    • Under Credentials:

      • Type: API Key Credentials
      • API Key: (paste the API Key from Nametag)

  • Select Create

Else (a connection already exists):

  • Under Connections:

    • Select the connection name
    • Update the Connection URL if needed

  • Under Credentials:

    • Select the credential
    • Update the API Key if needed
  1. Select Update to save the alias

Step 4: Configure integration settings in ServiceNow

  1. Go to Nametag Identity Verification → Nametag Integration Settings.
  2. Open the existing record or create a new one.

Only one settings record is supported.

  1. Configure the following fields:
    Field Description
    Environment ID The Environment ID from the Nametag Console
    Enable Verification UI Action Enables the Nametag Verification action on Incident and Interaction records
    Polling Duration (minutes) Maximum time to poll for verification status (default: 5, max: 60)

Test integration

  1. Open the Nametag Integration Settings record
  2. Select Test Integration

This will:

  • Verify connectivity to the Nametag API
  • Validate authentication using the configured Connection & Credential Alias
  • Return a success or error message in ServiceNow

This test does not create a verification request and has no side effects.

Step 5: Assign Roles in ServiceNow

Admin role

  1. Go to System Security → Users and Groups → Users.
  2. Select the user you want to have the Nametag app administrator access.
  3. Go to Roles → Edit.
  4. Assign x_namet_nametag_se.admin role.
  5. Select Update.

Agent role

  1. Go to System Security → Users and Groups → Users.
  2. Select the user you want to have the Nametag app agent access.
  3. Go to Roles → Edit.
  4. Assign the x_namet_nametag_se.agent role
  5. Select Update.
Role Description
x_namet_nametag_se.agent This role enables agents to see Nametag Verification option and have the ability to add the new Nametag UI Action fields in the incident ticket.
x_namet_nametag_se.admin This role will enable users to configure the API credentials in the Connection & Credential Alias, along with the associated Nametag Integration Settings.

Step 6: Using Nametag Fields in ServiceNow

The Nametag application automatically provides a dedicated Nametag view and related modules for both Incident and Interaction.

The integration includes the following out-of-the-box components:

  • A preconfigured Nametag Verification view This view displays all Nametag-related fields in a dedicated layout, allowing agents to access verification data without modifying the default Incident or Interaction forms.

  • Dedicated navigation modules:

    • Nametag Incidents
    • Nametag Interactions

    These modules serve as entry points into the Nametag workflow. When accessing records through them, the Nametag Verification view is automatically applied, ensuring a consistent and optimized experience for working with verification data.

Nametag Verification view

Optional: Customize your experience

Administrators can customize how Nametag fields are displayed.

For both Incident and Interaction:

  1. Open a record
  2. Right-click on the form → Configure → Form Builder.
  3. Modify the existing view or create a new view
  4. Add the following fields:
    Field Scope Description
    Nametag Verification link for user x_namet_nametag_se_verification_link_for_user_nametag Link shared with the end user
    Nametag Verification Status x_namet_nametag_se_verification_status_nametag The current verification result
    Nametag Verified Legal Name x_namet_nametag_se_verified_legal_name_nametag Legal name from the identity document
    Nametag Name Match Result x_namet_nametag_se_name_match_result_nametag Whether the record user matches the verified identity
    Nametag Verified GPS Location x_namet_nametag_se_verified_gps_location_nametag GPS location captured during verification
    Nametag Verification Details Link x_namet_nametag_se_verification_details_link_nametag Link to verification details in Nametag
    Nametag Request ID x_namet_nametag_se_request_id_nametag Unique identifier for the verification request

Verification flow

After the integration is configured, identity verification is triggered when a help desk agent clicks Nametag Verification on an Incident or Interaction record.

  1. Open or Create an Incident or Interaction record in ServiceNow
  2. Select Nametag Verification
  3. A verification link is generated and appears in the Nametag Verification link for user field
  4. Copy the link and send it to the end user
  5. The end user completes identity verification in Nametag
  6. ServiceNow polls Nametag every 10 seconds for up to 60 minutes (default: 5 minutes, configurable via Integration Settings (Polling Duration))
  7. The record is updated with:
    • Verification status
    • Verified legal name
    • Name match result
    • Verified GPS location

During the process, the Nametag Verification Status field may change to:

  • In progress
  • Review in progress
  • Verified
  • Fraud confirmed
  • Could not verify
flowchart TD A[Agent opens Incident or Interaction] B[Clicks Nametag Verification] C[Nametag creates verification request] D[Agent sends link to end user] E[User completes verification] F[ServiceNow polls every 10 seconds up to configured duration] G{Verification result received?} H[Update verification results in ServiceNow] I[No update after configured duration] J[Agent clicks Refresh Nametag Status] K[ServiceNow fetches latest status once] L[Record updated with latest status] A --> B --> C --> D --> E --> F --> G G -->|Yes| H G -->|No| I --> J --> K --> L

Manually refreshing verification status

If the polling period has ended or you want to check the latest status on demand, agents can use the Refresh Nametag Status UI action.

This action appears on existing Incident and Interaction records when:

  • The record has been saved (not a new record)
  • A Nametag Request ID exists on the record
  • The agent has the x_namet_nametag_se.agent role and verification is enabled

To refresh:

  1. Open the Incident or Interaction record
  2. Select Refresh Nametag Status
  3. The status refresh is queued — refresh the record in a few seconds to see the latest status

Managing your integration

Rotate the API key

If your API Key is compromised or needs to be replaced, you can rotate it from the Nametag Console:

  1. In the Nametag Console, go to Configure → Integrations and select the ServiceNow integration from the list.
  2. Select Rotate API Key.
  3. Copy the new API Key — it will only be shown once.
  4. In ServiceNow, update the API Key in your NametagAPI Connection & Credential Alias.

Rotating the key immediately invalidates the old one. Any verification requests made before you update ServiceNow will fail until the new key is in place.

Removing the integration

You can disconnect the ServiceNow integration at any time from the Nametag Console.

To remove the integration:

  1. In the Nametag Console, go to Configure → Integrations and select the ServiceNow integration from the list.
  2. Select Remove.

Once removed:

  • The API Key is invalidated and can no longer be used to make requests
  • The Nametag Verification in ServiceNow will stop working