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Integrations ServiceNow

Nametag Integration for ServiceNow

Add identity verification to ServiceNow Incidents and Interactions.

Overview

The Nametag Identity Verification application lets authorized service agents request and review identity verification from an Incident or Interaction in ServiceNow. Agents can work in the Classic UI or Service Operations Workspace (SOW).

An agent can:

  • create a verification request and add its link to the ticket;
  • send the verification link by SMS or WhatsApp;
  • retrieve the latest result on demand;
  • cancel a request that is still in progress; and
  • review the current result and the history of earlier requests for the ticket.

Nametag stores verification data in application-owned ServiceNow tables. The application does not store current Nametag values in custom columns on the out-of-box Incident or Interaction tables. It adds work notes to the ticket when a request is created or its status changes.

Requirements

Before setup, make sure you have:

  1. An active Nametag account and environment.
  2. A Nametag Console user with permission to manage integrations.
  3. ServiceNow administrator access.
  4. A supported ServiceNow release: Zurich, Australia, or Yokohama.
  5. Service Operations Workspace if your agents will use the SOW experience.

The instructions on this page describe application version 2.1.78. Version 2.1.78 has the same application behavior as 2.1.77 and adds Zurich to the declared Store compatibility list.

Install or upgrade the application

  1. Open the ServiceNow Store.
  2. Find Nametag Identity Verification.
  3. Install or update the application through the supported ServiceNow Store process.
  4. Confirm that the application scope is x_namet_nametag_se.

If you are upgrading from 2.1.77 to 2.1.78, no additional migration or configuration change is required. For an upgrade from an older release, review the ServiceNow upgrade preview before committing it and preserve any customer-specific form changes.

Configure the integration

1. Create the integration in Nametag

  1. In the Nametag Console, go to Configure → Integrations.
  2. Select Add Integration, then select ServiceNow.
  3. Select Create Integration.
  4. Copy the values shown after creation:
    • Environment ID
    • API Key
    • Connection URL

The API key is shown only when the integration is created or rotated. Store it securely.

2. Configure the ServiceNow connection

  1. In ServiceNow, go to Connections & Credentials → Connection & Credential Aliases.

  2. Open the alias named NametagAPI with ID x_namet_nametag_se.NametagAPI.

  3. If the alias has no connection, select Create New Connection & Credential and enter:

    Setting Value
    Connection name NametagAPI
    Connection URL The URL shown in the Nametag Console, typically https://nametag.co
    Credential type API Key Credentials
    API key The one-time API key from the Nametag Console

  4. If a connection already exists, update its URL and protected API-key credential as needed.

  5. Save the alias.

3. Configure Nametag integration settings

  1. Go to Nametag Identity Verification → Nametag Integration Settings.
  2. Open the existing settings record or create one. Only one settings record is supported.
  3. Enter the Environment ID from the Nametag Console.
  4. Enable Verification UI Action.
  5. Save the record.
  6. Select Test Integration.

The test checks the connection and authentication. It does not create a verification request.

4. Assign roles

Assign the application roles through your standard ServiceNow user or group management process.

Role Purpose
x_namet_nametag_se.agent Use verification actions and agent navigation.
x_namet_nametag_se.admin Configure and administer the integration.

Agents also need the native roles required to read and update the relevant Incident or Interaction. SOW agents need the appropriate SOW role, such as sn_sow.sow_user.

Create a verification request

  1. Open an Incident or Interaction through Nametag Incidents, Nametag Interactions, or the Nametag SOW experience.
  2. Make sure the ticket has its required fields and requester information.
  3. Select Create Verification Request.
  4. Choose how to deliver the request:
    • add the verification link to the ticket;
    • send the link by SMS; or
    • send the link by WhatsApp.
  5. For SMS or WhatsApp, confirm the phone number in international E.164 format, for example +14155550123.
  6. Submit the request.

SMS and WhatsApp are mutually exclusive. A link-only request does not require a phone number.

For a new ticket, save the record before creating a request. In SOW, the new-record action can save the ticket and resume the request after ServiceNow assigns a record ID. Saving a ticket or changing its category does not create a verification automatically.

After creation, ServiceNow displays the current Nametag result and adds a work note. Background polling updates the result while the request is active.

Review or update a result

The current result can include:

  • verification status;
  • name match result;
  • verified legal name;
  • verified GPS location;
  • verification link and details link;
  • delivery channel; and
  • requested and completed times.

Verification Status and Name Match Result are separate signals. A request can be Verified while the name does not match the requester recorded on the ticket.

Use Get Verification Status to retrieve the latest result on demand. It updates the current request and its existing history entry; it does not create a second history record.

Use Cancel Verification to cancel a non-terminal request. After a request reaches a terminal state, Create Verification Request becomes available again. A replacement request updates the ticket’s current result and adds a new entry to Nametag Verification History, preserving earlier attempts.

Classic UI and service operations workspace

Classic UI

The Nametag Verification view contains a read-only Nametag section rendered by the application. The Classic application menu includes:

  • Nametag Interactions;
  • Nametag Incidents;
  • Nametag Identity Verification Records;
  • Nametag Verification History; and
  • administrator and support links.

The application does not require administrators to add Nametag fields to the default Incident or Interaction form.

Service operations workspace

The Nametag SOW record page places the read-only Nametag section below the native ticket section. Verification history appears under Related records.

After Create, Get Status, or Cancel, the page returns to the Details view. A ticket that is open in another browser tab does not update there until that tab is reloaded.

On the Nametag SOW Incident page, resolve an Incident by setting State to Resolved, entering the resolution code and notes, and saving. The application adds no custom resolution logic.

Verification statuses

The application can display statuses including:

  • Not started
  • In progress
  • Review in progress
  • Verified
  • Fraud confirmed
  • Could not verify
  • Canceled

Manage the integration

Rotate the API key

  1. In the Nametag Console, go to Configure → Integrations and open the ServiceNow integration.
  2. Select Rotate Key.
  3. Copy the new key when it is displayed.
  4. Update the API Key credential attached to x_namet_nametag_se.NametagAPI in ServiceNow.
  5. Run Test Integration.

Rotating the key invalidates the previous key. Requests from ServiceNow will fail until its credential is updated.

Remove the integration

Deleting the integration in the Nametag Console revokes its API key. Uninstalling the ServiceNow application does not revoke the Nametag-side key automatically.

To retire the integration:

  1. Delete the ServiceNow integration in the Nametag Console.
  2. Remove or disable its ServiceNow connection credential.
  3. Review ServiceNow’s application-uninstall impact and data-retention options before uninstalling the application.

Troubleshooting

Problem What to check
Verification actions are missing Confirm the agent role, ticket access, and Enable Verification UI Action setting.
Test Integration fails Confirm the Environment ID, connection URL, active credential, and current API key.
SMS or WhatsApp is unavailable Use a valid international phone number and select only one delivery channel.
A result appears stale Select Get Verification Status, then reload the ticket if it is open in another tab.
A second Create is refused Another request may be active or still being prepared. Wait for the current operation to finish or cancel it.

Contact Nametag Support if the ServiceNow system log shows a Nametag API error after these checks.