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ServiceNow Plug-in

Last update April 30, 2019

Plug-in Version 2.2 

The ServiceNow plug-in helps you to automate the approval process and to reduce manual steps that delay delivery to production. The plug-in matches tickets that are defined in ServiceNow with their appropriate release and creates visualizations. These features help you to see the ticket status, and act accordingly.

This plug-in also optimizes and fully automates the information flows between the different systems. Tickets are therefore updated based on the progress of the release.

Supported Versions

The ServiceNow plug-in supports the core ServiceNow SaaS solution.

For more information, see the ServiceNow documentation at http://wiki.servicenow.com

What's New

The following update was made for plug-in version 2.2:

  • Support was added for Java 11.

Configuration

Register the plug-in and create endpoints as described in Manage Plug-ins.

Manifest URL

For plug-in registration, use the following ServiceNow manifest URL:

http://<plugin-server>:<port>/cdd-servicenow-plugin/manifest.json

Endpoint Parameters

The following parameters are required to create an endpoint:

  • Server URL 
    Specifies the URL that is used to access the ServiceNow instance
  • Username
    Specifies the user name that is used to authenticate to the ServiceNow instance 
  • Password
    Specifies the password that is used to authenticate to the ServiceNow instance
  • Use Proxy
    {Optional} Determines whether a proxy server is used
    Note: If selected, the Proxy URL, Proxy Username, and Proxy Password fields appear
  • Proxy URL
    {Optional} Specifies the web address that is used to access the proxy server
  • Proxy Username
    {Optional} Specifies the username that is used to authenticate to the proxy server
  • Proxy Password
    {Optional} Specifies the password that is used to authenticate to the proxy server

To check the connection to ServiceNow, use the endpoint Test Connection option.

Import Work Items

The ServiceNow plug-in lets you sync work items between ServiceNow and Automic® Continuous Delivery Director releases. Use this capability when you create a release to see the related ServiceNow information.

Follow these steps:

  1. In a release, expand the Apps & Work Items tree on the left menu, and select the version number.
  2. Select Add Work Items.
    The ADD WORK ITEMS window opens.
  3. Select the External Work Items option.
  4. Enter a name for the work items source.
    Example: ServiceNow Feed
  5. Under Work Items Source, select the ServiceNow plug-in and a configured ServiceNow endpoint.
  6. Provide information in the required parameter fields. These fields let you build a query that searches ServiceNow for work items that match the criteria.

    Values: To select from a list of possible values, type an at sign "@" in the field. You cannot combine values with free text or tokens.
    • Item
      Specifies the type of content to import.
      Example: Incident
    • Category
      Specifies the category to which the item belongs.
      Example: For an Incident, the category is Software
    • Priority
      Specifies how quickly the service desk should handle the item.
    • Assignment Group
      Specify an assignment group, from which an individual agent or vendor is selected to complete a work item.
    • Tags
      Specifies the work item tags stored in ServiceNow. This field lets you filter what work items are imported provided that the items contain at least one specified tag.
    • Custom Fields
      Specifies a list of custom field names and values.
      Values: You can update multiple values in the following JSON format: {"field1":"value1","field2":"value2"...}
  7. Click Create.
    The work item source is saved and a list of the returned work items is displayed under the application in the left menu. These work items are now available to assign to tasks in phases to associate with the release.

Tasks

The following task types are available in the ServiceNow plug-in:

Create Change Request

You typically create change requests when you determine that fixing issues or incidents requires a change to the environment. The Create Change Request task creates a change request and returns the ID of the request for future use. This task requires the following fields:

Input Parameters

  • Short Description
    Provides enough information for a user to complete the change request 
  • Change Request Content
    Specifies a list of ServiceNow field names and values.
    Values: The field name must be Identical to the name in the ServiceNow change request table. You can update multiple values in the following JSON format: {"field1":"value1","field2":"value2"...}
    Examples: {"Name":"myName","Category":"my Category","Type":"myType"} 

Output Parameters

  • Change Request ID
    Specifies the ID or name of the request that is created

Update Ticket

The Update Ticket task updates an existing ticket with a new status or updates a ticket with a customized field.  This task requires the following fields:

Input Parameters

  • Ticket Type
    Select one of the following types of ticket:
    • Change Request - A proposal to add, modify or remove an IT service-related item. If selected, the following fields appear: 
      • Change Request ID
        Specifies the ID or the name of the change request you want to update
      • Change Request Content
        Specifies a list of ServiceNow field names and values
        Values: The field name must be Identical to the name in the ServiceNow change request table. You can update multiple values in the following JSON format: {"field1":"value1","field2":"value2"...}
        Examples: {"Name":"myName","Category":"my Category","Type":"myType"}
    • Request - A request for an IT support service. If selected, the following fields appear: 
      • Request ID
        Specifies the ID or the name of the request you want to update
      • Request Content
        Specifies a list of ServiceNow field names and values
        Values: The field name must be Identical to the name in the ServiceNow change request table. You can update multiple values in the following JSON format: {"field1":"value1","field2":"value2"...}
        Examples: {"Name":"myName","Category":"my Category","Type":"myType"}

Create Task

You create a task to organize and track the work that is required to complete an existing service request. Create Task creates a task under a service request and returns the task ID for future use. This task requires the following fields:

Input Parameters

  • Ticket Type
    Select one of the following types of ticket:
    • Change Request - A proposal to add, modify or remove an IT service-related item. If selected, the following fields appear: 
      • Change Request ID
        Specifies the ID or the name of the change request you want to update
      • Change Task Content
        Specifies a list of ServiceNow field names and values
        Values: The field name must be Identical to the name in the ServiceNow change request table. You can update multiple values in the following JSON format: {"field1":"value1","field2":"value2"...}
        Examples: {"Name":"myName","Category":"my Category","Type":"myType"}
    • Request Item - Add an item to a request. If selected, the following fields appear:
      • Request Item ID
        Specifies the ID or the name of the request you want to update
      • Request Item Task Content
        Specifies a list of ServiceNow field names and values
        Values: The field name must be Identical to the name in the ServiceNow change request table. You can update multiple values in the following JSON format: {"field1":"value1","field2":"value2"...}
        Examples: {"Name":"myName","Category":"my Category","Type":"myType"}

Output Parameters

  • Task ID
    Specifies the ID or the name of the task that is created

Update Task

Update Task updates a ServiceNow task. This task requires the following fields:

Input Parameters

  • Task Type
    Select one of the following types of task:
    • Change Request - A proposal to add, modify or remove an IT service-related item. If selected, the following fields appear: 
      • Change Request ID
        Specifies the ID or the name of the change request you want to update
      • Change Task Content
        Specifies a list of ServiceNow field names and values
        Values: The field name must be Identical to the name in the ServiceNow change request table. You can update multiple values in the following JSON format: {"field1":"value1","field2":"value2"...}
        Examples: {"Name":"myName","Category":"my Category","Type":"myType"}
    • Request Item - Add an item to a request. If selected, the following fields appear:
      • Request Item ID
        Specifies the ID or the name of the request you want to update
      • Request Item Task Content
        Specifies a list of ServiceNow field names and values
        Values: The field name must be Identical to the name in the ServiceNow change request table. You can update multiple values in the following JSON format: {"field1":"value1","field2":"value2"...}
        Examples: {"Name":"myName","Category":"my Category","Type":"myType"}

Wait for Approval

The Wait for Approval task specifies that the next task starts upon the completion and approval of the specified ServiceNow change request. This task requires the following fields:

Input Parameters

  • Ticket Type
    Select one of the following types of ticket:
    • Change Request - A proposal to add, modify or remove an IT service-related item. If selected, the following fields appear: 
      • Change Request ID
        Specifies the ID or the name of the change request you want to update
      • Status Field
        Specifies the name of the field you want to check the status of
      • Required Status
        Specifies the required status of the field you want so that the task can continue
      • Poll Interval
        Specifies the interval in seconds in which the status is checked
    • Request - A request for an IT support service. If selected, the following fields appear: 
      • Request ID
        Specifies the ID or the name of the request you want to update
      • Status Field
        Specifies the name of the field you want to check the status of
      • Required Status
        Specifies the required status of the field you want so that the task can continue
      • Poll Interval
        Specifies the interval in seconds in which the status is checked
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