Adobe Sign for ServiceNow is a custom integration developed to bring easy access to the powerful tools of Adobe Sign within your instance of ServiceNow. We provide you with the tools to build robust workflows and catalog items to move your document signing and storage processes to the cloud.

Creating a workflow

What are Workflows

Workflows are the backbone of your Adobe Sign Catalog item. While adding variables and creating items makes the form appear with the appropriate fields, we also need to create a workflow that takes this information and allows Adobe Sign to send out the agreement.

Below are the steps to create an example workflow for an expense report.

Accessing the Workflows Menu

As an administrator, type Workflows in the filter bar to find the Workflow Editor option under Orchestration.

1Workflow Menu


Click on Workflow Editor to open the Workflow page below:

2Workflow page-new


In the right-hand panel, click on the + sign to the right of the workflows search field.

This begins the process of creating a new workflow by opening a New Workflow template page

  • Enter a Name for the workflow
  • Associate the workflow to a Table
3New Workflow


For our expense reporting we will name the workflow “Test Expense Report” and choose the “Requested Item” table and then click submit.

5Workflow name


A basic workflow with a Begin and End point launches.

Next we add pieces to this workflow to define our desired workflow.

6Workflow Designer


Workflows connect pieces by arrows and the basic layout has our workflow simply flowing from beginning to end. We want to add things in between so we will change this by deleting the arrow from Begin to End simply by clicking the arrow and pressing the delete key.

7Workflow Designer


Since we are creating an expense report item - we expect a user to attach an expense report. To do so, bring in the Adobe Sign pack that allows us to get attachment information.

Access this by selecting the Packs tab in the right-hand panel.

7Select Packs


Drag the Adobe Sign - Get Attachment Data pack into the screen which will produce a pop-up configuration window like this:

9Get Attachment Pack


Populate the fields:

  • Name: This is the name you choose for this pack
  • Stage: We can set a stage so that if we look back at this workflow we know what stage the item is in 
    • In this case, we know that the request is approved if we accept the attachment data
  • Adobe Agreement Name: This inserts the agreement name from the front end of the form
  • Adobe Email Address: Using ServiceNow User accounts, Adobe Sign can automatically find the email address of the submitter, the submitters manager and the cost center and send the agreement to them using the syntax shown
  • Adobe Msg: This is a preset message that can be created in ServiceNow
10 Get Attachment PAck


Click Submit to save the pack configuration.

Next, click and drag from the Always box (on the Begin object) to the new pack object.

11 Workflow Designer


You can click and drag the individual objects in the workflow so that the workflow remains visually organized.


The next step in this workflow is to send the attachment out to the recipient, without a preview.

From the Pack tab in the right-hand menu, drag in the Send Attachment, No Preview pack to add it to the workflow.

The pack configuration window opens:

12 Activity Properties


There are two ways to populate the fields that you see:

  • You can enter the field values manually 
  • You can populate the fields by dragging the correct label from the Data tab on the right 
    • For example - from the Data tab, drag the encodedBody item to any field that asks for an encoded body item
12Data Objexcts

Follow the same process for any additional packs that you add to the workflow; drag them to the screen, populate the fields.

In this expense report example, the following packs are configured as below:

Pack: Set Values

14 Set Values

Pack: Wait For Condition

15 Wait for Connection

Pack: Attach Signed Agreement

16 Attach Signed Agreemen t

Pack: Set Values

17 Set Values


Once all the pieces are in the editor window, connect them with arrows so that each step flows into the next step until the workflow reaches the end.

Drag the Failure branches to the End object so the workflow ends if there is a failure in any of the critical steps.

18 Workflow Designer


Now that all the pieces have been logically connected, publish the workflow by clicking Publish.

19 MEnu Options


Now that you’ve published your workflow you can attach it to a catalog item.

  • If you ever want to edit the workflow - come back to this page and click Checkout

Adding Approval Workflow Activities

When adding an approval or other pause to a workflow containing an Adobe Sign custom workflow activity, you may need to change the method in which the front-end catalog variables are retrieved.  If you see issues with blank fields on agreements or errors stating that a variable cannot be found (for example - "Cannot read property "objectname" from undefined"), then you may need to change "workflow" to "current" in the activities that are grabbing variables. 

For example:

If the activity is using:


To grab the user's email address, you may need to change it to


In order to clear up the error.

This is due to a timing issue which shows up when the workflow is paused to wait on the activity to complete.  



This change is only needed if you use an activity that causes a pause such as a timer or approval. 

It is highly recommended to test well before turning the workflow on in your production environment.

Reminders/Common Pitfalls

How to diagnose issues

If you run into issues while sending out your catalog item the best way to find the error is determining the issue with the workflow. In order to do this run your catalog item and then type Requested Items in the filter bar.

20 Self-service Menu


Here you will find a list of requested items.

Use the column headers to sort the records, and look for a State or Document Status that indicates a problem.

Click on the item record to open an instance of the workflow

20Recent Items Error


With the workflow page open, find the pack that shows the error (red object header). Clicking on this will show you what activity of the workflow the catalog item is in.

Commonly the actual error will be in the pack immediately preceding the pack that displays the red header, indicating that a bad value was passed.

21Error in Workflow


Hover your mouse over the appropriate box to determine the error:

Agreement ID error: This generally deals with the Get Attachment Data pack and the error presents itself with the Send Attachment pack. This usually happens if the values in the “Adobe Email Address” field were entered incorrectly, or the email addresses of the users placed in this field are not valid.

  • Ensure that the current user, the current user’s manager, and the cost center manager’s email address are all populated.
  • Ensure that the current user has an associated manager.

Connect Error: Check the connection to Adobe Sign in the Adobe Sign Administration pane by typing Adobe Sign in the filter pane. Then click Connect to Adobe.

How to Create a Catalog Item

A catalog item in ServiceNow is essentially an object that an administrator creates to perform some action that can be encapsulated in one clickable item.

The following example leverages the expense report workflow built in the previous section.


Catalog Item Creation

As an administrator, type Catalog Items in the menu filter bar

23 Catalog Menu

Click on Catalog Items (underneath Adobe Sign Administration)

A list of all catalog items built into Adobe Sign is displayed:

23Catalog Items short


Click New to create a new catalog item.

NEw Button

A new Catalog Item template page opens.

25Catalog Template Originaledit-Rebrand

Fill out the fields to best represent your catalog item:

1. Name: The name of your catalog item. Preface with “Adobe - Sign” for easy identification

2. Workflow: Click the magnifying glass to select the workflow you want to attach to this item

3. Icon: Upload an image that can represent the item as an icon

4.  Short Description: Enter a short one sentence description

5. Description: The longer description of your catalog item should express the full function of the item

6. Submit: Once the Catalog Item is defined, click Submit to save it


After clicking submit you will be presented with a list of all the catalog items.

Click on the item you made and scroll all the way to the bottom to look at the variable fields. 

33 Catalog Variables

Here you can enter variables for your catalog item.

In the example of the expense report, we see three entered variables:

  • Adobe_agreeement_name: This variable takes the name of the agreement
  • Cost_center: This variable finds the appropriate cost-center for the expense report
  • Adobe_attach_macro: This variable finds the attachment that needs to be uploaded by a user


Example Variable Creation - Adobe_agreeement_name:

34 Catalog questions


In the Type field, Single Line Text is chosen, as the agreement name should be a short value.

35 Catalog Type


Enter what you want the user to see in the question in the Question field and click update.

36 Catalog Question


Do the same thing for the other variables which include a cost-center and an attachment macro.

Examples are listed below:

Variable: Cost Center

37 Catalog page

Variable: Attachment Macro

38 Catalog Type


Once you’ve built the front-end of the form click Try it on the top right to try it!

Enter some test items in the field and see if your item works!

39 Try It

Sending Agreements with the Catalog Item

Once the catalog item is created, users can access the item (via the icon) from the Service Catalog or Service Portal to send signable documents (agreements).


Service Catalog:

Type Service Catalog in the filter bar and click on Service Catalog in the resulting menu. 

33 Service Catalog

You can find the item either in your Top Requests, or via the Adobe Sign items on the service catalog

35Adobe Sign Item-rebrand

Sent Agreement Item Status

Once an agreement item is sent, you can view the status of the item by typing requested items in the filter bar and clicking on the Requested Items link in the resulting menu.



The Requested Items presents you a page listing all the requested catalog items that have been invoked so far.

44 Request Catalog Items


Click on any item record in the list, and you open a new window with the specific details about that item.

45 More Details

Accessing "My Agreement" Items

Individual users that want to view only the agreement items that they have sent can do so by typing my documents in the filter bar, and click on the My Documents link in the resulting menu.

39 Accessing MyDocs

Clicking on the My Documents item shows the user all the documents that are associated with their account - agreements that they have sent to others, or agreements that they have signed.

47 My Documents

Clicking on any one line item opens a page that shows the status of the request and the document’s attached. This item acts as the store of records, allowing a real-time view of all requested actions from agreement recipients, as well as the (downloadable) signed documents. 

48 Specific Items

Service Portal

While we can access our items in the service catalog we can also do so by using the service portal.


Creating a Service Portal Page:

Type Service Portal in the filter bar, and click on the Pages link in the resulting menu:

42Service Portal Menu

Give your page a Title and ID

Click Submit to create the page

50 page title and id

Once you’ve created the page, click on the item to open it.

Scroll down and click on Open in Designer

51 Related Links

Drag a 4-4-4 Container into the page 

52 4-4-4 Container

Place an Icon Link (from the Widgets menu) inside the container

53 Icon link

Click on the pencil to edit the icon link.

54 Pencil

Populate the item to your choosing. there is an example below:


The Attach Macro is incompatible with the Service Portal. When editing a catalog item in the portal, make sure the link you provide points to a catalog item that uses pre-uploaded documents only.

55 Expense Report-small

Now that you’ve created the page you can go back to ServiceNow and click Try it to test your new portal page!

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