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The Adobe Sign for ServiceNow application allows document signature requests to be sent to an Adobe Sign account via the ServiceNow platform using native ServiceNow functionality.
Adobe Sign for ServiceNow supports the following features:
- Submission of one or more documents to Adobe Sign along with one or more people who are expected to sign the document. (In Adobe Sign terms this involves the creation of an Agreement with Documents and Participants)
- Tracking of the signing process through its life cycle, controlled by Adobe Sign, identifying the expected signers at each stage
- After the signing process is complete the signed document is retrieved with either an embedded or separate audit trail document.
- Any form data entered in the document prior to, or during, the signing process is also retrieved.
- The signing process is initiated immediately, by default, or it can be placed into a draft state following initial submission and reviewed and modified via the Adobe Sign Web UI. If modifications are made to signatories before submission these are synchronised into ServiceNow.
- Adobe Sign can generate and send email notifications to individuals during the signing process but, in some cases, this may not be required. This feature can be enabled or disabled at the time that the signing process is submitted.
- The source documents submitted for signing can be local documents stored in ServiceNow, or external documents can be attached during submission.
- Source documents can be stand-alone, as mentioned above, or can be based upon template documents. A template document can contain fields which can be filled in using data from ServiceNow records prior to submission. This allows a single template to be used to generate user-specific documents based upon a selected subject record, such as an Incident or Service Request.
- Library templates, which are created and stored within the connected Adobe Sign account are synchronised down to ServiceNow and are available for selection during the submission process.
As any other ServiceNow scoped app, the Adobe Sign app must be signed up for / purchased via the Service Now Store before installation. An Adobe Sign group or account admin user must also be in place.
참고:
Disable any pop-up blocker during the installation of the app.
A user with the System Administrator (admin) role is required to install applications.
Once you have signed up for and/or purchased the Adobe Sign application, it should show up under the System Applications > My Company Applications menu in your ServiceNow instance (on the Installed tab).
After installation completes, new ‘Adobe Sign’ options appear in the ‘Self-Service’ menu.
The menu and an explanation of each module is below. New in the ‘Self-Service’ menu:
참고:
The ‘Self-Service’ menus are only visible to users with the Signer (x_adosy_as.adobe_sign_signer) role.
There is also be a new Application menu in the left navigation panel – ‘Adobe Sign’.
The menu and an explanation of each module is below:
- Send for Signature - Opens a record producer from which to create and submit an agreement.
- My Agreements - A list of all agreements where the logged-in user is either a requestor or, is a signer.
- My Signatures - Details of records where the logged-in user is a Participant (signer) of an agreement.
- Agreements - Back-end details of the signature process. Includes JSON as well as all Adobe Sign events that are being received and acted upon.
- Source documents - Represents a document that can be added to an agreement. Can be Local or Library
- Participants - Signers and details of their signature process.
- Events - Back-end details of what is being sent and received per each Adobe Sign event.
- Form data - Table holding the returned form data once an agreement has been signed. This can be used for reporting on documents and their field data.
- Connect to Adobe Sign - Connect screen where a valid Adobe Sign account can be linked to ServiceNow.
- Document templates - Templated documents that can be added to an agreement. Can be Local or Library
- Document fields - Details of the form fields which are embedded in the template’s document.
- Merge rules - Associates a Document template with a certain type of subject record within ServiceNow.
- Merge fields - Records which link a field form the Subject record to a field contained within the relevant Document template.
- Properties - Adobe Sign default settings for post sign URI redirect, notifications, and audit trail.
- Help - Links to Adobe Sign help.
참고:
- The ‘Send for Signature’, ‘My Agreements’, and ‘My Signatures’ modules are visible to users with the Sender (x_adosy_as.adobe_sign_sender) role.
- The ‘Operational’ and ‘Administration’ menus are only visible to users with the Admin (x_adosy_as.adobe_sign_admin) role or the Manager (x_adosy_as.adobe_sign_manager) role.
There are four roles included with the application:
- Signer (x_adosy_as.adobe_sign_signer)
- ServiceNow users with the x_adosy_as.adobe_sign_signer role are given access to the Adobe Sign Self-Service modules
- They are also given access to user Service Portal widget
- This role needs to be added to any users/groups that are required to sign Documents / Agreements
- Sender (x_adosy_as.adobe_sign_sender)
- ServiceNow users with the x_adosy_as.adobe_sign_sender role are given access to the application to function
- This role needs to be added to any users/groups that need to be able to track Documents / Agreements they have requested or are required to sign
- Manager (x_adosy_as.adobe_sign_manager)
- ServiceNow users with the ‘x_adosy_as.adobe_sign_manager’ role has manager level access to Adobe Sign features
- The manager can manage the agreements created by all senders
- This role grants permission to cancel agreements created by other users
- Admin (x_adosy_as.adobe_sign_admin)
- ServiceNow users with the ‘x_adosy_as.adobe_sign_admin’ role have full access to all functionality
By default, the application comes with a role that should be assigned to users that need to be able to sign documents. If you want to give all users access to sign documents, you need to make some minor changes.
경고:
Changes you make to application files will prevent future updates from being applied.
Capture any changes made to an update set so those changes can be re-applied after an update to the application.
Always test any customizations in a dedicated test environment before applying to production.
There are a few Self-Service modules that come with the application:
- Adobe Sign (separator)
- My Signed Documents
- For Signature
These modules come with the role 'x_adosy_as.adobe_sign_signer' which can be removed to give all users access to these modules.
If you want to add Adobe Sign to your Service Portal, you can see a demo at the URL /adobe_sign.
This portal is restricted to the 'x_adosy_as.adobe_sign_sender' and 'x_adosy_as.adobe_sign_signer' roles.
To add this functionality to your own portal, duplicate the widgets and modify the roles to suit.
- Adobe Dashboard Item List - The item list that is used by the Agreement List header widget.
- Adobe Sign Agreement List - The to-do list widget that is shown in the header.
- Adobe Sign Pop-up - A widget for creating a new agreement from a template or file.
- Adobe Sign - this page contains the Adobe Sign Popup widget and can be used from records in ServiceNow to generate new agreements on the fly.
- Adobe Sign Homepage - this is the homepage for the demo Service Portal included with the application.
To connect the Adobe Sign application to ServiceNow, an Adobe Sign group or account admin user is required.
A free trial account can be created HERE.
Once logged in, the permissions needed are listed in the window.
- Click Allow Access to grant these permissions and establish the connection between ServiceNow and Adobe Sign.
참고:
The authentication takes place in a pop-up window. If don't see the authentication panel, check that your pop-up blocker is disabled.
Once connected, you should see the below message, along with the connected Adobe Sign account and which ServiceNow account it is associated with.
The default redirect url property applies to any agreement where the value in the ‘Post sign URI’ field has not been set.
The remaining properties manage whether notifications are sent by Adobe Sign during the signing process (default = No) and whether the Audit trail is included with the signed documents (default = Yes).
The ‘Sign with Adobe’ UI Action is a button that sits on the Task [task] table (and therefore all tables that extend from Task).
참고:
Only users with the Sender (x_adosy_as.adobe_sign_sender) role can see the button.
It launches a modal which allows the user to add documents and signers to an agreement and submit the attached document to Adobe Sign for signature.
Add the UI Action to Other Tables
The System Administrator (admin) role is required to add the UI Action to other tables.
To perform this task:
- Open the existing ‘Sign with Adobe’ UI Action. Either:
- Right-click > Configure UI Actions on any form extended from Task (e.g. Incident)
- Navigate to System Definition > UI Actions and then search for Sign with Adobe.
- Change the table name as required
- Right-click and select Insert and Stay to create a copy of the existing record with the new table
The ‘Adobe Sign’ related list displays the agreements that are related to the record on which the list is configured.
참고:
Only users with the User (x_adosy_as.adobe_sign_user) role (or those who are requesters or signers of the agreement) can see the agreements on the related list.
Add the Related List to Forms
Administrators or users with the ‘personalize_form’ role can configure the form and related list layout. In order to add the ‘Adobe Sign’ related list to the forms for any of the tables in the system do the following.
From the relevant form:
- Right-click and navigate to Configure > Related Lists
- Select Adobe Sign from the Available list
- Click the right-arrow to add it to the Selected list
- Click Save
You are returned to the form you were configuring and the ‘Adobe Sign’ related list is visible at the bottom of the form:
A Document template defines a template that can be selected for inclusion in an agreement. A template can be used to offer a standard document that can be reused for many individual agreements (the operational ‘Source document’ record references a template to make the features of that template available to the associated agreement).
The template can be local to the ServiceNow instance, or it can be a Library template whose details have been synchronized from the connected Adobe Sign account.
After the application has been installed and configured, the first administration task is to synchronise the Library templates. An Adobe Sign Library template is defined within the Adobe Sign account and its details synchronised into ServiceNow. The defining document of a Library template is also stored in the connected Adobe Sign account and so no uploading is needed for submission.
To synchronise the Library templates to ServiceNow:
- Navigate to Adobe Sign > Administration > Document templates
- Click Refresh Library
The defining document of a Local template is held as an attachment record within ServiceNow and would need to be uploaded to Adobe Sign as part of the submission process.
A template’s document may or may not contain form fields that need to be pre-filled using data from the subject record of an agreement (a template must be used if a document does contain such fields).
We will look at creating Local Templates containing both kinds of documents.
The template is created and the document is associated in the same way as outlined in the ‘Without Fields’ section (above). However, once the document is associated a few additional configuration steps are necessary.
The first thing to notice is that the ‘Fillable’ field is automatically set to true (checked) when a document containing fillable fields is associated with the template:
The remaining records required to be configured for this template are Document fields, Merge rules and Merge fields.
We will look at each in turn.
Document Fields
Document field records are created for a parent Document template and define the details of the form fields which are embedded within the template’s document.
To create Document field records, simply click the ‘Refresh fields’ button on the Document template record (The Document template must be saved before the ‘Refresh fields’ button is visible).
The ‘Document fields’ related list is populated with records corresponding to the fillable form fields on the attached document.
The next step are to configure the Merge rules to match the Document template (and its Document fields) to a subject table.
Merge Rules
A Merge rule associates a Document template with a certain type of subject record within ServiceNow.
A single Document template can have multiple Merge rules linked to it (one for each type of subject record that was used to pre-populate the template’s fields).
For example, a template could be filled using data from an Incident, a Service request, or a Change request record (in which case the template would have three merge rules, one for each subject table).
To configure the Merge rule:
- Navigate to the Merge rules related list
- Click New
- Select a Table (e.g. Incident)
- Right-click and Save (to stay on the record).
The next step is to configure the Merge fields to link the relevant Document fields to their corresponding Record fields.
Merge Fields
A Merge field record links a field from the subject record to a field contained within the relevant Document template. Merge fields need to be created manually when configuring the Merge rule.
To create Merge field records, simply click the ‘Refresh fields’ button on the Merge rule record. The ‘Merge fields’ embedded list is populated with the Document fields.
To link the relevant Document fields to their corresponding Record fields:
- Click the link to the corresponding Record field of the Document field you wish to map (e.g. name)
- Select the relevant Record field from the dropdown (e.g. Caller)
- Click Update
You are re-directed back to the Merge rule record.
The Merge fields related list now contains the value of the Record field selected in the previous step.
The roles required to create a catalog item are either catalog_admin or admin. The specific type of catalog item we are creating is called a Record Producer.
Some of the specific requirements for each Record Producer will differ, dependent on the Document fields/template and variables, etc., but the same principles apply. The example in this guide demonstrates creating a Parking Permit Agreement.
To create a Record Producer:
- Navigate to Service Catalog > Catalog Definition >Record Producers
- Click New
- Give the record a Name
- Set the Table name to ‘Agreement’ [x_adosy_as_agreement]
- Enter your Short description
- Set the Redirect to field to Generated Task Record
On the Accessibility tab, set the Catalogs, Category, and Availability fields as required (this may need to be set using the ‘Categories’ and ‘Catalogs’ related lists).
If the related lists aren’t visible, right-click and ‘Save’ the record.
On the Variables related list, add variables as required to match the Document fields.
In this example we’ve added:
- name
- employee
- manager
참고:
The Default value for the ‘Permit name’ question variable is: ‘javascript:'Parking Permit for ' + gs.getUserDisplayName()’
In the ‘Script’ field:
- Paste the following script which reads the catalogue item variables
- Set the Adobe Sign objects
- Set the Agreement information as required
(function() {
//-----------------
// Read variables
//-----------------
// Collect the information that we need from the variables filled in by the user
var our_name = (producer.name + '') || 'Parking Permit';
var employee_id = producer.employee + '';
var employee_name = producer.employee.getDisplayValue() + '';
var manager_id = producer.manager + '';
var manager_name = producer.manager.getDisplayValue() + '';
// Compose the information that we will send to Adobe Sign
// This must be an object in field/value format
// The field names MUST match those of the Document fields of the template
var merge_data = {
name : our_name,
employeename : employee_name,
managername : manager_name,
};
//-------------------------
// Set Adobe Sign objects
//-------------------------
// Create an Agreement object to allow us to add the Document and Signers
var ag = new x_adosy_as.Agreement(current);
// Hardcoded sys_id of the Document template for this Catalog Item
var template_id = '7e6c8fc4db0504100a669cb6db9619ed';
// Add a Source document to the agreement and pass in the data to prefill its fields
// (We can pass in either the sys_id of a template, or the sys_id of an attachment)
//
ag.addDocument(template_id,merge_data);
// Add the two signers
// (We can pass in either the sys_id of a user, or an email address as a string)
//
ag.addSigner(employee_id);
ag.addSigner(manager_id);
//---------------------
// Set Agreement info
//---------------------
// Set the name of the Agreement record from the supplied 'name' variable
current.name = our_name;
// Set the URL that users will be redirected to after signing
current.post_sign_uri = '/x_adosy_as_agreement.do?sys_id=' + current.sys_id + 'andsysparm_view=x_adosy_as_end_user';
// Set the agreement to 'Ready' to tell it to submit to AdobeSign after it is saved
// current.state = 'Ready';
})();
In this section of the script we collect the information we need from the variables filled in by the user (‘producer’ gives us access to the variables on the record producer e.g. producer.name). With that information, we then compose an object in field/value format that we send to Adobe Sign.
Important: The field names (those listed in the left-hand column of the field/value pair) MUST match those of the Document fields of the template.
Here, we create an Agreement object which then allows us to use the addDocument() and addSigner() methods.
참고:
We’ve hardcoded the sys_id of a Document template, though we could also have hardcoded the sys_id of an attachment (document).
The order of the signers is significant because we want the employee to sign before the manager.
참고:
‘Current’ refers to the document that is created by the producer.
We could also set the state of the agreement to ‘Ready’ in order to tell it to submit to Adobe Sign after it is saved (though we haven’t here as we’ve commented out line 59 of the script in our example).
Contract Management was chosen as an example of how you might use Adobe Sign with records other than those Task-based records mentioned previously (in Custom Components). It is not something that has to be configured, but rather it is intended only to demonstrate how you might use the Adobe Sign application. The specific details of the configuration steps may differ according to the requirements of your process.
The components we are configuring are a ‘UI Action’ and a ‘Script Action’.
The UI Action creates the agreement and submits it for signature. Once the Agreement has been signed an event is fired.
The Script Action responds to the event and provides a feedback loop, moving the process along and updating the Contract.
- Only users with the ‘ui_action_admin’ or ‘admin’ roles can define UI actions.
- The ‘admin’ role is required to define a script action.
To create a UI action on the Contract [ast_contract] form, either:
- Right-click > Configure > UI Actions on the form itself
- Navigate to System Definition > UI Actions
- Click New (selecting ‘Contract [ast_contract]’ as the table)
Then:
- Enter a Name
- Enter a Table
- Enter an Order
- Check the Active option
- Check the Show insert option
- Check the Show update option
- Check the Form button option
- Right-click and Save
Enter your ‘Condition’ for displaying the UI action.
The condition we have chosen is an example: ‘current.state == 'draft' andand current.substate == 'under_review' andand !current.approver.nil()’. Yours may differ, depending on your process.
In the ‘Script’ field, the following code is an example of what you may write to create an Agreement record, set certain field values and submit it to Adobe Sign.
Your specific requirements may differ, but the general principle applies.
(function() {
//---------------------------------------------
// Collect data for use by the signing process
//---------------------------------------------
// The name of the Agreement
var name = 'Contract signature : ' + current.short_description;
// Hardcoded sys_id of the Document template for this action
var template_id = '6d0cdc26db708c50257e73278c9619c4';
// The user who needs to sign the Agreement
var signer_id = current.approver + '';
//-------------------------
// Adobe Sign objects
//-------------------------
// Create an object to assist with the signing process
var adobe = new x_adosy_as.AdobeSign();
adobe.createAgreement(name,current);
// Add a Source document to the agreement and pass in the data to prefill its fields
// (We can pass in either the sys_id of a template, or the sys_id of an attachment)
//
adobe.addDocument(template_id);
// Add the signers
// (We can pass in either the sys_id of a user, or an email address as a string)
//
adobe.addSigner(signer_id);
// Submit the agreement (this will submit it to Adobe Sign);
adobe.submitAgreement();
action.setRedirectURL(current);
})();
In this section of the code, we:
- Define the Name of the agreement
- Idnetify the Document template
- Identify the Signer of the Agreement
참고:
The hardcoded sys_id of the Document template refers to the template we are using in our example.
Yours will be the template which you create (see Create Local Templates for details of how to create a template).
Script actions are triggered by events only.
The Script action is configured to be triggered by one of the events on the Agreement table shipped with Adobe Sign: x_adosy_as.agreement.complete
- Give the script action a Name
- Select the Event name that triggers the script action
- Set the script action to Active
- Write your code
Below is an example of the code you might use in the script action:
(function () {
var contract = current.subject_id.getRefRecord();
if (!contract.isValidRecord() || contract.getTableName() != 'ast_contract') {
return;
}
contract.state = 'active';
contract.update();
})();
In this code, we get the contract from the subject_id field of the current agreement and check that it is a valid record on the Contract table. If so, we change the state to active and update.
참고:
Agreements created from a record producer are submitted directly to Adobe Sign (there is no functionality to submit them in a ‘Draft’ state).
Only users with the Sender (x_adosy_as.adobe_sign_sender) role can see the Sign with Adobe UI Action Button and the Agreements in the ‘Adobe Sign’ related list (or if you are the requestor or signer of the agreement).
Both the Admin and Manager roles contain the Sender role.
- From the Incident form, click the Sign with Adobe button.
On the modal that appears:
- Either:
- Select a template - or -
- Upload your own file to the agreement (in the example, we have chosen to select a template)
- Click Next
You are then prompted to check the filled fields in the document.
In the example, a Merge rule exists for the Local Pet Policy template on the Incident record that maps:
- ‘TodaysDate’ from ‘opened_at’
- ‘EmployeeName’ from ‘caller_id’
You are then prompted to:
- Add Signers
- Either choose ServiceNow users, or you can enter an email address
- Enter a Subject
- The Subject value is pre-populated with New Agreement, but this value can be edited
- Optionally select:
- Send emails from Adobe
- Submit as Draft
- Click Submit
We have chosen to select Fred and his Manager as signers:
참고:
The Cancel agreement button is only available to either the user who created the agreement, or users with the Manager (x_adosy_as.adobe_sign_manager) role.
Closing the ‘This agreement has been submitted’ message leaves the Incident form visible.
Reload the form or refresh the Adobe Sign related list to update the form with the details of the agreement.
참고:
When the signers review and sign the agreement, the TodaysDate and EmployeeName values on the document have been pre-populated according to the Merge rule noted when checking the filled fields (above).
Once all parties have signed the agreement the its updated status can be seen in the related list on the Incident form.
- Navigate to the Catalogue Item/Record Producer for the Agreement you wish to be signed (we are using the example created in Create a Catalogue Item)
- The variables have been automatically populated according to the script written when creating the Record Producer
- Click Submit
You are redirected to the agreement.
The Name and Participants have been populated as per the Record Producer script. (Note: Beth can only see her participant record on the related list).
- Click the Submit to Adobe Sign to suybmit the agreement
Important: An agreement must be saved in a Draft status (using the ‘Submit as draft’ checkbox) to allow its signers to be re-ordered (it is not possible otherwise).
Only users with the Admin (x_adosy_as.adobe_sign_admin) role are able to re-order the signers (Participants) on an agreement.
Re-ordering the signers is carried out via the Adobe Sign Web UI. Any modifications made to signatories before submission are synchronized into ServiceNow.
- Navigate to Adobe Sign > Operational > Agreements to open and view the agreement for which you wish to re-order the signers.
- Click the Review Details button
- The Review Details button is only available to users with the Admin (x_adosy_as.adobe_sign_admin) role
You are redirected to the Adobe Sign Web UI. (Note the order of the signers in the Participants embedded list.
참고:
- The status has been updated to ‘Out for Signature’
- The Participants have been re-ordered
- Signer 1 state is ‘Out for Signature’
- Signer 2 state is ‘Created’
- You need to refresh the related list by clicking on the end breadcrumb to the right of the filter to view the changes
Only users who created the agreement, or users with the Manager (x_adosy_as.adobe_sign_manager) role can cancel an agreement.
To cancel an agreement, click the Cancel agreement button on the agreement form
- The button is only available to the creator of the agreement or users with the Manager role
All the documents submitted for your signature can be found by:
- Navigating to Self-Service > Adobe Sign
- Click on For Signature
- Click the Click to Sign button
- You may need to agree to the Terms of Use and Customer Disclosure first, depending on how the Adobe Sign account is configured
- The state is Complete
- The status is Signed.
- The Signed document field is populated with the name of the document signed.
- The embedded Participants list is updated.
- The document itself is attached
You may have to right-click and Reload form to see the changes to the fields and the attachment.
To view Agreements which are in a Complete state (signed by all relevant signatories):
- Navigate to Self-Service > Adobe Sign
- Click on My Signed Documents
The list displays agreements where you were the either the sender or a recipient and the state is Complete.
참고:
Agreements that aren’t yet complete (not signed by all signatories) do not appear in this list.
Even though you may have requested or signed the agreement, it won’t appear in this list until Complete.