Integration resilience and support readiness for ServiceNow
How the HappySignals ServiceNow integration recovers from a connection outage, how support is organised for direct and partner-delivered customers, and where actions are logged.
This article helps you answer the operational and non-functional controls that often come up in UAT or go-live readiness reviews of the HappySignals ServiceNow integration. It covers how the integration recovers from a connection outage, how support is organised, where actions are logged, and which browsers are supported.
It applies whether you work with HappySignals directly or receive HappySignals through a partner, such as a managed service provider.
The article assumes:
- The HappySignals Ticket-based IT Experience application is installed and set up in ServiceNow with the correct credentials and data mappings.
- The HappySignals email script has been added to the incident and request resolution emails.
- Each ServiceNow instance (for example dev, test and prod) points to its own HappySignals tenant.
Resilience and retry
No survey response is lost when the connection between ServiceNow and HappySignals drops. Responses are stored in the HappySignals cloud and pulled into ServiceNow by a scheduled job, so the first successful run after recovery brings in everything given during the outage.
Three data flows are involved, and each behaves differently:
| Flow | Direction | During an outage | After recovery |
| Survey email with signed link | Built in ServiceNow, opened by the end user's browser | Emails are still sent. The link is built and signed in ServiceNow, and end users reach HappySignals directly from their browser. | No action needed. |
| Survey notifications (used for response rates) | ServiceNow → HappySignals, outbound REST | Calls fail and wait in ServiceNow's outbound queue. | Queued calls are resent. HappySignals rejects a notification it already holds (HTTP 409), so resends do not create duplicates. |
| Responses written back to tickets | HappySignals → ServiceNow, Integration Job polls the HappySignals API | The job run fails and is logged. Responses keep collecting in HappySignals. | The next successful run fetches all responses not yet retrieved. The job can also be run on demand with Execute Now. |
The Integration Job runs every 10 or 30 minutes by default. Each run checks the latest answered timestamp in the ServiceNow surveys table and asks the HappySignals API for anything more recent, so a missed run is caught up automatically.
Testing recovery in a test instance
Simulate the outage by blocking outbound HTTPS from the ServiceNow test instance to the HappySignals test tenant. Do not change the endpoint in the application settings, because the endpoint is also used to build survey links.
- Record the baseline: last successful Integration Job run, the number of records in the HappySignals Feedback table, and the state of the outbound queue.
- Resolve 3–5 test incidents and requests, and confirm the survey emails are generated.
- Block the connection. Resolve 2–3 more tickets to create queued notifications.
- Answer all test surveys from a browser, then run the Integration Job and record the failure in the system log.
- Restore the connection and run the Integration Job with Execute Now.
- Confirm that every response appears once in ServiceNow and once in the HappySignals test tenant, and that the outbound queue has cleared.
Evidence to keep: the failed and successful job runs from the system log, outbound queue records before and after, Feedback records with timestamps, and a screenshot of the responses in the HappySignals test tenant.
If data does not sync after recovery
Work through the checks in Troubleshooting Issues with HappySignals Integrations: the endpoint and API key match the values provided, the Integration Job is active and running, and the ServiceNow system logs show no errors. If the cause is still unclear, raise it with HappySignals Support as described in Contacting HappySignals Support.
Support readiness
Support runs in three tiers: your service desk, your ServiceNow team, then HappySignals Support. End users always start with the service desk. When a partner delivers HappySignals, the partner sits between you and HappySignals and raises issues on your behalf.
| Tier | Covers | Direct customer | Partner-delivered | Hand off when |
| L1 Service desk | End-user questions about survey emails and links | Your service desk | Your service desk, or the partner's if it runs first-line support | Several users report missing emails or broken links |
| L2 ITSM platform | ServiceNow side: HappySignals application settings, Integration Job, outbound queue, data mapping, roles, system logs | Your ServiceNow team | Whoever administers your ServiceNow instance, you or the partner | The checks under Resilience and retry do not find the cause |
| HappySignals platform administration | HappySignals platform settings and user management | Your HappySignals admins | The partner's HappySignals admins | A setting or access issue cannot be fixed by admins |
| L3 HappySignals Support | HappySignals side only: the HappySignals platform, tenants, API, survey forms and reporting. ServiceNow configuration stays with L2. | Raised by you | Raised by the partner | — |
| Account escalation | Unresolved or business-critical issues | Your HappySignals Customer Success Manager | The partner's HappySignals contact | — |
Write your own named contacts into a copy of this table and keep it with your support documentation.
For support hours, response times, how to raise an issue, what to include in it and service status notices, see Contacting HappySignals Support.
Auditability
Traceability sits in two places:
- ServiceNow: configuration changes to the HappySignals application, Integration Job runs and failures, and outbound calls are traced with ServiceNow's own system logs, update history and outbound message records.
- HappySignals: user management actions in the HappySignals platform are recorded in an activity log. This log describes what users and admins did, not platform or integration events, which are traced on the ServiceNow side. You can pull it into a monitoring tool through the Audit Log API, with a client-specific API token requested from HappySignals Support.
Browser compatibility
HappySignals Analytics supports the latest stable Chrome and Firefox, Microsoft Edge and Safari. Internet Explorer is not supported, and JavaScript and cookies must be enabled. The survey response form has the widest browser support, and HappySignals widgets inside ServiceNow follow ServiceNow's own browser requirements. Full details are in HappySignals Platform Browser Requirements.