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ServiceNow

Product

IT Service Management

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Method

REST

Category

ITSM (Service Management)

Project Type

Adapter

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Adapter

Adapter for Integration to ServiceNow

Overview

This adapter is used to integrate the Itential Platform with the Servicenow System. The API that was used to build the adapter for Servicenow is usually available in the report directory of this adapter. The adapter utilizes the Servicenow API to provide the integrations that are deemed pertinent to Itential Platform. The ReadMe file is intended to provide information on this adapter it is generated from various other Markdown files.

Details

The ServiceNow adapter from Itential is used to integrate the Itential Platform with ServiceNow IT Service Management. With this adapter you have the ability to perform operations such as:

  • Create, Modify Permissions for, and Complete Change Requests: Prior to IAP, making a change requires approval and scheduling. Itential can automatically create a change request in ServiceNow to go through the Change Management process. Itential can verify that the change request has been approved. If the change is not approved Itential will wait and check again at a later time. Once Itential has finished making the change, it can complete the change request in ServiceNow.

  • Open and Close Tickets: When there is a failure or error in the Itential job that needs to be addressed by a ServiceNow team, Itential can automatically create the ticket in ServiceNow. When Itential successfully completes a job resolving a ServiceNow ticket, it can automatically close that ticket.

  • Add, Manage, and Remove Inventory Devices: When Itential turns up a new device on the network, it can add the device to the ServiceNow CMDB, request that ServiceNow discover the new device, or remove the device from the ServiceNow CMDB.

  • Update and Close a Service Catalog Request: Once an Itential job is created from a ServiceNow Service Catalog Request or Request Item, Itential can update that request with information as the job is being worked. Once an Itential job is created from a ServiceNow Service Catalog Request or Request Item, Itential can close that request when the job is completed.

  • Send Notifications to ServiceNow Assignees and Approvers: When pertinent actions or activities occur in a job on the Itential platform, Itential can send notifications to assignees on related ServiceNow tickets.

  • Change ServiceNow Assignees: Itential can change the assignees of a ServiceNow ticket (e.g. Incident, Problem, Change, Request, etc.) based on what has occurred in the Itential job.

  • Create and Retrieve Knowledge Base Articles: For any IAP job that is related to a ServiceNow ticket (e.g. Incident, Problem, etc.), Itential can create a knowledge base article with information on what was done in the job to resolve that particular issue. When an Itential job has an issue, IAP can retrieve knowledge base articles that may help to resolve the issue.

For further technical details on how to install and use this adapter, please click the Technical Documentation tab.

Adapter for ServiceNow

Table of Contents

Specific Adapter Information

Authentication

This document will go through the steps for authenticating the ServiceNow adapter with the authentication methods we have worked with in the past. Properly configuring the properties for an adapter in Itential Platform is critical for getting the adapter online. You can read more about adapter authentication HERE.

Companies periodically change authentication methods to provide better security. As this happens this section should be updated and contributed/merge back into the adapter repository.

Basic Authentication

The ServiceNow adapter authenticates with a basic authentication.

STEPS

  1. Ensure you have access to a ServiceNow server and that it is running
  2. Follow the steps in the README.md to import the adapter into Itential Platform if you have not already done so
  3. Use the properties below for the properties.authentication field
    "authentication": {
"auth_method": "basic user_password",
"username": "<your username>",
"password": "<your password>",
"auth_field": "header.headers.Authorization",
"auth_field_format": "Basic {b64}{username}:{password}{/b64}",
"auth_logging": false
}

    you can leave all of the other properties in the authentication section, they will not be used when the auth_method is basic user_password.

  4. Restart the adapter. If your properties were set correctly, the adapter should go online.

Troubleshooting

  • Make sure you copied over the correct username and password.
  • Turn on debug level logs for the adapter in Itential Platform Admin Essentials.
  • Turn on auth_logging for the adapter in Itential Platform Admin Essentials (adapter properties).
  • Investigate the logs - in particular:
    • The FULL REQUEST log to make sure the proper headers are being sent with the request.
    • The FULL BODY log to make sure the payload is accurate.
    • The CALL RETURN log to see what the other system is telling us.
  • Credentials should be masked by the adapter so make sure you verify the username and password - including that there are erroneous spaces at the front or end.
  • Remember when you are done to turn auth_logging off as you do not want to log credentials.

Sample Properties

Sample Properties can be used to help you configure the adapter in the Itential Platform. You will need to update connectivity information such as the host, port, protocol and credentials.

  "properties": {
    "host": "localhost",
    "port": 443,
    "choosepath": "",
    "base_path": "/api",
    "version": "",
    "cache_location": "none",
    "encode_pathvars": true,
    "encode_queryvars": true,
    "save_metric": false,
    "stub": true,
    "protocol": "https",
    "authentication": {
      "auth_method": "basic user_password",
      "username": "username",
      "password": "password",
      "token": "token",
      "token_timeout": 180000,
      "token_cache": "local",
      "invalid_token_error": 401,
      "auth_field": "header.headers.Authorization",
      "auth_field_format": "Basic {b64}{username}:{password}{/b64}",
      "auth_logging": false,
      "client_id": "",
      "client_secret": "",
      "grant_type": "",
      "auth_request_datatype": "",
      "auth_response_datatype": "",
      "token_response_placement": "",
      "sensitive": [],
      "sso": {
        "protocol": "",
        "host": "",
        "port": 0
      },
      "multiStepAuthCalls": [
        {
          "name": "",
          "requestFields": {},
          "responseFields": {},
          "successfullResponseCode": 200
        }
      ]
    },
    "healthcheck": {
      "type": "startup",
      "frequency": 300000,
      "query_object": {},
      "addlHeaders": {}
    },
    "throttle": {
      "throttle_enabled": false,
      "number_pronghorns": 1,
      "sync_async": "sync",
      "max_in_queue": 1000,
      "concurrent_max": 1,
      "expire_timeout": 0,
      "avg_runtime": 200,
      "priorities": [
        {
          "value": 0,
          "percent": 100
        }
      ]
    },
    "request": {
      "number_redirects": 0,
      "number_retries": 3,
      "limit_retry_error": 401,
      "failover_codes": [
        404,
        405
      ],
      "attempt_timeout": 5000,
      "global_request": {
        "payload": {},
        "uriOptions": {},
        "addlHeaders": {},
        "authData": {}
      },
      "healthcheck_on_timeout": false,
      "return_raw": false,
      "archiving": false,
      "return_request": false,
      "keep_alive_interval": 0
    },
    "proxy": {
      "enabled": false,
      "host": "",
      "port": 1,
      "protocol": "http",
      "username": "",
      "password": ""
    },
    "ssl": {
      "ecdhCurve": "",
      "enabled": false,
      "accept_invalid_cert": false,
      "ca_file": "",
      "ca_file_content": "",
      "key_file": "",
      "cert_file": "",
      "secure_protocol": "",
      "ciphers": ""
    },
    "mongo": {
      "url": "",
      "host": "",
      "port": 0,
      "database": "",
      "dbAuth": false,
      "username": "",
      "password": "",
      "replSet": "",
      "addSrv": false,
      "db_ssl": {
        "enabled": false,
        "accept_invalid_cert": false,
        "ca_file": "",
        "key_file": "",
        "cert_file": ""
      }
    },
    "devicebroker": {
      "enabled": false,
      "getDevice": [
        {
          "path": "/not/mapped",
          "method": "GET",
          "query": {},
          "body": {},
          "headers": {},
          "handleFailure": "ignore",
          "requestFields": {
            "insample": "{port}"
          },
          "responseDatakey": "",
          "responseFields": {
            "name": "{this}{||}{that}",
            "ostype": "{osfield}",
            "ostypePrefix": "meraki-",
            "port": "{port}",
            "ipaddress": "{ip_addr}",
            "serial": "{serial}"
          }
        }
      ],
      "getDevicesFiltered": [
        {
          "path": "/not/mapped",
          "method": "GET",
          "pagination": {
            "offsetVar": "",
            "limitVar": "",
            "incrementBy": "limit",
            "requestLocation": "query"
          },
          "query": {},
          "body": {},
          "headers": {},
          "handleFailure": "ignore",
          "requestFields": {},
          "responseDatakey": "",
          "responseFields": {
            "name": "{this}{||}{that}",
            "ostype": "{osfield}",
            "ostypePrefix": "meraki-",
            "port": "{port}",
            "ipaddress": "{ip_addr}",
            "serial": "{serial}",
            "id": "{myid}"
          }
        }
      ],
      "isAlive": [
        {
          "path": "/not/mapped/{devID}",
          "method": "GET",
          "query": {},
          "body": {},
          "headers": {},
          "handleFailure": "ignore",
          "requestFields": {
            "devID": "{id}"
          },
          "responseDatakey": "",
          "responseFields": {
            "status": "return2xx",
            "statusValue": "AD.200"
          }
        }
      ],
      "getConfig": [
        {
          "path": "/not/mapped/{devID}",
          "method": "GET",
          "query": {},
          "body": {},
          "headers": {},
          "handleFailure": "ignore",
          "requestFields": {
            "devID": "{id}"
          },
          "responseDatakey": "",
          "responseFields": {}
        }
      ],
      "getCount": [
        {
          "path": "/not/mapped",
          "method": "GET",
          "query": {},
          "body": {},
          "headers": {},
          "handleFailure": "ignore",
          "requestFields": {},
          "responseDatakey": "",
          "responseFields": {}
        }
      ]
    },
    "cache": {
      "enabled": false,
      "entities": [
        {
          "entityType": "device",
          "frequency": 3600,
          "flushOnFail": false,
          "limit": 10000,
          "retryAttempts": 5,
          "sort": true,
          "populate": [
            {
              "path": "/not/mapped",
              "method": "GET",
              "pagination": {
                "offsetVar": "",
                "limitVar": "",
                "incrementBy": "limit",
                "requestLocation": "query"
              },
              "query": {},
              "body": {},
              "headers": {},
              "handleFailure": "ignore",
              "requestFields": {},
              "responseDatakey": "",
              "responseFields": {
                "name": "{this}{||}{that}",
                "ostype": "{osfield}",
                "ostypePrefix": "meraki-",
                "port": "{port}",
                "ipaddress": "{ip_addr}",
                "serial": "{serial}",
                "id": "{myid}"
              }
            }
          ],
          "cachedTasks": [
            {
              "name": "",
              "filterField": "",
              "filterLoc": ""
            }
          ]
        }
      ]
    }
  }

Swagger

Generic Adapter Information

Vendor Documents:

San Diego REST API

Tokyo REST API

Utah REST API

Vancouver REST API

Links:

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