If you use ServiceNow with Assembled, you may notice that each agent's ServiceNow ID field is populated correctly, but their API ID field still shows an email address. This is expected default behavior, but some integrations, including BPO integrations that pull case data into the agent scorecard, need both fields to match. This article explains why this happens and how to keep the two fields in sync.
Why does my agent's API ID field show an email address?
By default, Assembled fills every agent's API ID field with their email address. This gives you a simple, unique reference ID to use when pushing schedule or agent status data through our API.
When you connect an external platform such as ServiceNow, we import that platform's ID into its own dedicated field, for example the ServiceNow ID field. We don't overwrite the API ID with this platform ID automatically.
Important: If your integration, such as a BPO integration that displays case data in the agent scorecard, depends on the API ID and the platform ID matching, you'll need to update the API ID field yourself. See the next section.
How do I copy the ServiceNow ID into the API ID field?
You can update the API ID field in bulk using a CSV, or automate it using the API.
To update by CSV:
- Download the current list of agents from Assembled.
- Copy each agent's ServiceNow ID into the API ID column.
- Re-upload the CSV. This updates the API ID field for all agents at once.
To automate the update, use the GET /v0/people endpoint to pull each agent's ServiceNow ID, then use POST /v0/people to write that value to their API ID field. This lets you build a scheduled job that keeps the two fields aligned as new agents are added.
Keep in mind: Assembled doesn't currently offer a setting that automatically keeps the API ID linked to a connected platform's ID going forward. For now, this needs to be maintained manually or through an automation you build yourself.
Do I still need to keep the two fields in sync?
In earlier BPO integration setups, Assembled combined agent activity data pulled directly from ServiceNow with data your team pushed through our API. To connect those two sources for the same agent, both fields needed to hold the same ServiceNow ID.
Keep in mind: Recent changes on our side may mean Assembled can now build this activity view directly from the ServiceNow ID field alone, without a matching API ID. This hasn't been confirmed across all setups. If you're relying on the two-field requirement described above, test carefully before removing your automation, and contact support@assembled.com to confirm current behavior for your integration.
How do I check that the sync worked?
After updating the API ID field, confirm the change in the agent scorecard: the ticket or case rows from your BPO integration should now appear there.
If a row is still missing, check that the API ID field for that agent matches their ServiceNow ID exactly, with no extra spaces or formatting differences.
Questions? Contact support@assembled.com and we'll be glad to help.
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