WIXLIB

Chapter 1Grace Period SettingThe ServiceNow Connector includes three out-of-box default ticket templates. You cancustomize default templates according to your functional needs. Oracle recommendsthat you back up these factory-built templates before customizing them.See Also: Working with Ticketing Templates .Grace Period SettingThe Grace Period setting, available on the connector configuration page, enables youto prevent creating many tickets for frequently created incidents due to reoccurrence ofthe same event on which the incident was created.For example, an event is raised and causes an incident to be created in EnterpriseManager. The rule defined to create the ticket enforces the ticket to be created on theServiceNow system. If the grace period is one hour and the event is cleared at 10:00a.m., this clears the incident and ticket. If the same event reoccurs before 11:00 a.m.and enforces creation of another incident, then the grace period functionality stopscreation of a new ticket and reopens the same ticket instead.If you want to reopen a ticket with the Create, Update, and Close template, then theassociated user (that is, the account used when setting up the connector) must havethe role admin in ServiceNow. If you want to reopen a ticket for incident occurrencesthat fall within the grace period without the ServiceNow admin role, set the ticket statusto Resolved instead of Closed when the incident clears or use a different template.This setting enables the ServiceNow Connector to reopen the ticket if the sameincident reoccurs within the grace period.See Also: Configuring a Connector InstanceRetryThe Retry setting, available on the connector configuration page, enables you tospecify whether a failed ticketing request needs to be retried within a configurableexpiration time.Enabling the Retry option gives you the option of specifying whether you want toresend a ticketing request if the request fails the first time, and specifying the timeperiod after which you want to abandon the retry. Enterprise Manager retries every 2minutes until the request is successful or the retry interval expires.See Also: Configuring a Connector InstanceVersions SupportedThe ServiceNow Connector supports the following versions of Oracle EnterpriseManager and ServiceNow: Oracle Enterprise Manager Cloud Control 13c Release 1 (13.1.0.1.0) and Release2 (13.2.1.0) and later versions. Oracle Enterprise Manager Cloud Control 12c Release 4 (12.1.0.4.0) and laterversions. Visit My Oracle Support for list of supported ServiceNow releases.1-3

Chapter 1Protocol SupportedProtocol SupportedThe ServiceNow Connector supports only the HTTPS protocol for communicationbetween Enterprise Manager and ServiceNow. See Enabling SSL for HTTPS forinstructions on importing the Server Certificate to Enterprise Manager.1-4

2Installing and Uninstalling the ServiceNowTicketing ConnectorThis chapter provides the information for installing and uninstalling the ServiceNowConnector.This chapter covers the following topics: ServiceNow Ticketing Connector Prerequisites Installing the ServiceNow Ticketing Connector Uninstalling the ServiceNow ConnectorServiceNow Ticketing Connector PrerequisitesEnsure that the following prerequisites have been met before continuing: ServiceNow SOAP Web Service must be accessible from Oracle EnterpriseManager. A ServiceNow account with appropriate permissions to manage incidents mustexist. (See Table 5-1 for details on required permissions for each template.) Add the BASICAuth script to Script Includes in ServiceNow (see ConfiguringServiceNow to Support the Enterprise Manager ServiceNow Connector). Add the "Root Certificate Authority - Entrust.net Certification Authority (2048)"certificate as described in Enabling SSL for HTTPS The latest version of the ServiceNow ticketing connector comes pre-installed forEnterprise Manager Cloud Control 13c and does not need to be downloadedthrough Self Update. If the connector you wish to install is not pre-installed, the MyOracle Support Preferred Credentials must be set to enable the download ofconnectors through self update. To determine whether the connector needs to bedownloaded from self update, perform the following steps: 1.From the Setup menu, select Extensibility, then select Self Update.2.On the Self Update page, select Management Connector to display a list ofavailable connectors.3.If the ServiceNow connector that you need is not listed here, you will need toset up My Oracle Support (MOS) Preferred Credentials.To set the My Oracle Support Preferred Credentials, perform the following steps:1.From the Enterprise Manager Setup menu, select My Oracle Support, thenselect Set Credentials.2.Enter the user name and password information, then click Apply.2-1

Chapter 2Installing the ServiceNow Ticketing ConnectorNote:These My Oracle Support credentials are required when there is aninternet connection between your Enterprise Manager installation andMy Oracle Support. If there is no connection, see Installing theConnector if Enterprise Manager is in "Offline" Mode for details.Installing the ServiceNow Ticketing ConnectorThis section describes how to download and install (apply) the connector. Allconnectors in the Enterprise Manager store are available on the Self Update page fordownloading.The ServiceNow connector is preloaded for Enterprise Manager Cloud Control 13c, soin most cases you will only need to apply the connector. If the connector is everdeleted, the connector will need to be downloaded from self update.To determine whether you need to download the connector, perform the followingsteps:1.From the Enterprise Manager Setup menu, select Extensibility, and then selectSelf Update.2.From the Self Update page, select Management Connector to list the connectorsthat are available. Look for the ServiceNow connector in the table list. If it does notappear, then you will need to download the connector as specified in Downloadingthe Connector.This section covers the following topics: Downloading the Connector Installing the Connector Installing the Connector if Enterprise Manager is in "Offline" ModeDownloading the ConnectorTo download the ServiceNow connector:1.From the Enterprise Manager Setup menu, select Extensibility, and then selectSelf Update.2.Click Check Updates to schedule a job to collect the metadata for the connector.3.From the Self Update page, select Management Connector to list the connectorsthat are available. The ServiceNow connector may not initially appear in the list.4.The ServiceNow connector should appear in the list as Available after the job hascompleted. You might have to refresh the page a few times before it appears.5.Click the appropriate ServiceNow connector to select it, and then click Download.The Schedule Download window appears, in which you can determine when thedownload should be performed.6.Click Select to download immediately.2-2

Chapter 2Installing the ServiceNow Ticketing ConnectorIf you want to schedule the download for a later time, specify the date and timewhen the download should occur, and click Select. You will need to return andverify the download completed successfully after the scheduled download dateand time.7.If necessary, refresh the screen until the status of the connector changes toDownloaded.Refer to the Setting up Self Update section in the Oracle Enterprise Manager CloudControl Administrator's Guide for more details.Note:You can also set up Self Update in offline mode. See the Applying an Updatein Offline Mode section from the Oracle Enterprise Manager Cloud ControlAdministrator's Guide for details.Installing the ConnectorTo install the ServiceNow ticketing connector:1.From the Enterprise Manager Setup menu, select Extensibility, and then selectSelf Update.2.Get a list of available connectors. On the Self Update page, click ManagementConnector to get the list of available connectors.The ServiceNow connector should appear in the list with a status of Downloaded.3.Click the ServiceNow connector to select it, and then click Apply.After you respond to the prompt to confirm the operation, a page appears thatindicates the request has been submitted.4.Refresh the screen until the status of the connector changes from ApplyScheduled to Applied.Installing the Connector if Enterprise Manager is in "Offline" ModeUnder certain circumstances, such as in high security environments, an active internetconnection between Enterprise Manager and the Enterprise Manager Update Storemay not be available. In such situations, Enterprise Manager can be set to install theconnector in an "offline" mode.The installation process still requires that a computer exist at your site that has internetaccess, as a connection to the Enterprise Manager Update Store is still required toobtain the necessary files. The files that you download to this computer can then betransferred to a computer behind your firewall.To install the connector if Enterprise Manager is in "offline" mode:1.From the system that you will ultimately deploy the connector, set EnterpriseManage Cloud Control to Offline Mode:a.From the Setup menu, select Provisioning and Patching, then select OfflinePatching.2-3

Chapter 2Installing the ServiceNow Ticketing Connectorb.In the Online and Offline Settings page, select Offline.2.From the Setup menu, select Extensibility, and then select Self Update.3.On the Self Update page, click Check Updates. A message appears with a URLto an Oracle site from where the updates catalog file can be downloaded.4.From an internet-enabled computer, download the catalog file from the URLprovided.5.Copy the downloaded catalog file to the OMS host or the Management Agent hostwhere you plan to import the connector.6.Import the catalog file to Enterprise Manager: If the catalog file is on the OMS host:emcli import update catalog -file "file" -omslocalWhere:-file: is the direct path to the connector archive (*.zip)-omslocal: indicates that the path mentioned in the -file option is directlyaccessible to the Enterprise Manager server If the catalog file is on a different host:emcli import update catalog -file "file" -host "hostname" [credential set name "setname"] -credential name "name" credential owner "owner"Example 2-1 shows a sample for importing the catalog archive.7.On the Self Update page, in the table, click Management Connectors.8.On the Connector Updates page, select the imported update that is available fordownload. Click Download.A message appears with a URL to an Oracle site from where the update can bedownloaded.9.From a computer that is connected to the internet, download the update using theaforementioned URL.10. Copy the downloaded file to the OMS host or the Management Agent host whereyou plan to deploy the connector.11. To import the downloaded connector archive into Enterprise Manager, run thefollowing command:emcli import update -file " path to *.zip file " -omslocalWhere:-file: is the direct path to the connector archive (*.zip).-omslocal: indicates that the path mentioned in the -file option is directlyaccessible to the Enterprise Manager serverExample 2-1Sample for Importing Catalog Archiveemcli import update catalog -file "/u01/common/p9348486 112000 Generic.zip" -omslocalImports the master catalog file p9348486 112000 Generic.zip. The file must exist onthe OMS host. In a multiple OMS setup, the request can be processed by any OMS,so the file should be accessible from the OMS processing the request. This means2-4

Chapter 2Uninstalling the ServiceNow Connectorthat the file must be kept on a shared location that is accessible from all the OMSinstances.emcli import update catalog -file "/u01/common/p9348486 112000 Generic.zip" host "host1.example.com" -credential set name "HostCredsNormal"Imports the master catalog file p9348486 112000 Generic.zip that is present on thehost host1.example.com. The host must be a managed host target in EnterpriseManager, and the Management Agent on this host must be up and running. Thepreferred unprivileged credentials for host host1.example.com are used to retrieve theremote file.Uninstalling the ServiceNow ConnectorTo uninstall the connector, you must first delete all defined instances of the connector,then delete the connector from the Self Update page.1.From the Setup menu, select Extensibility, and then select ManagementConnectors.2.Select an instance of the connector you want to delete, then click Delete.3.On the Confirmation page, click Yes.4.Repeat steps 2 and 3 until all instances of the connector have been deleted.5.From the Setup menu, select Extensibility, and then select Self Update.6.Click the Management Connector link in the Type column. A list of updatesappears for Management Connectors.7.Click the connector you want to delete, select Actions, then select Delete. TheDelete Update window appears.8.Click Delete to delete the connector. A pop-up confirmation window appears.9.Click OK to confirm and delete the connector.2-5

3Configuring the ServiceNow TicketingConnectorThis chapter provides procedures to configure the two sub-pages of the mainConfigure Management Connector page, then explains how to perform other tasks tocomplete the configuration process.This chapter covers the following topics: Configuring ServiceNow to Support the Enterprise Manager ServiceNowConnector Creating a Connector Instance Configuring a Connector Instance Enabling or Disabling the Connector Deleting the ConnectorConfiguring ServiceNow to Support the Enterprise ManagerServiceNow ConnectorImportant: The following procedure is required for ServiceNow releases prior toMadrid. Starting with the ServiceNow Madrid release, it is no longer required to createthe BASICAuth script. The default BASICAuth script that comes with ServiceNowMadrid release supports the ServiceNow connector without any changes.Existing ServiceNow connector users planning to upgrade to ServiceNow Madridshould replace their existing BASICAuth script with the default BASICAuth script onthe ServiceNow node. Refer to Mos Doc ID 2575813.1 for more information.ServiceNow Releases Prior to MadridIn order for ServiceNow (pre-Madrid) to accept incoming messages from OracleEnterprise Manager, you must add a script to enable basic authentication:1.Log into your ServiceNow node.2.In the Filter field, type script includes, then press Enter as shown in Figure 3-1:3-1

Chapter 3Configuring ServiceNow to Support the Enterprise Manager ServiceNow ConnectorFigure 3-1"script includes" Filter3.Figure 3-2Click the blue New button on the Script Includes menu bar. The following windowwill appear (Figure 3-2):ServiceNow "Script Include" Window4.In the Name field, enter BASICAuth as the Name (using exact capitalization asshown in Figure 3-3):3-2

Chapter 3Configuring ServiceNow to Support the Enterprise Manager ServiceNow ConnectorFigure 3-3ServiceNow "BASICAuth" Default Script5.Replace the contents of the Script field with the following as shown in Figure 3-4:gs.include("BasicAuth");var BASICAuth BasicAuth;Figure 3-4ServiceNow BASICAuth Replacement Script6.Click Submit.3-3

Chapter 3Creating a Connector InstanceCreating a Connector InstanceOnce the ServiceNow connector is installed in Enterprise Manager, you must createone or more instances of this connector type. A connector instance refers to theconfigured instance of the connector with specific details, such as connector name,web-service end-points, username/password, and so forth of the ServiceNow system.Follow the steps below to create a connector instance:1.From the Enterprise Manager Setup menu, select Extensibility, and then selectManagement Connectors.2.Select the ServiceNow connector type from the Create Connector drop-down list,then click Go.3.Enter the connector name and description on the next screen, then click OK.The connector instance appears as unconfigured in the Connector Setup page asshown in Figure 3-5:Figure 3-5Unconfigured ServiceNow Ticketing ConnectorConfiguring a Connector InstanceTo configure the connector, follow these steps:1.As Super Administrator from the Enterprise Manager Setup menu, selectExtensibility, and then select Management Connectors. The ManagementConnectors page appears and lists all created connector instances.Note:The status column with a green check mark indicates that the connectoris already configured. The pink wrench icon indicates that the connectoris not yet configured.2.Click the name of the connector you want to configure. The General tab of theConfigure Management Connector page appears as shown in Figure 3-6:3-4

Chapter 3Configuring a Connector InstanceFigure 3-63.Configure ServiceNow ConnectorProvide the required settings as described below, then click OK: Connection SettingsWeb Service End Points - URL of the web service end-point to call for thecreateTicket, updateTicket, and getTicket operations. The ServiceNowweb service URL is formatted as shown below:https://[InstanceName].service-now.comIn most cases, you will just need to replace [InstanceName] with the hostname or IP address of the server where the web service is located.ServiceNow Username - Specify the user name supported by theServiceNow web services. This user name must have the appropriateprivileges/roles in ServiceNow (see Table 5-1 for details) to create, update,and query tickets in ServiceNow. All tickets created through the connector aregenerated with this user account.3-5

Chapter 3Configuring a Connector InstanceNote:It is recommended to use a service account for the ServiceNowConnector operations.ServiceNow Password - Specify the password associated with the userspecified in the ServiceNow Username field.sys id - Enter a sys id number to test the connection when you save theconfiguration. A valid sys id can be obtained by right clicking on any openServiceNow incident and selecting Copy sys id, as shown in Figure 3-7:Note:The sys id is the unique record identifier in ServiceNow. Moreinformation about the sys id can be found at:http://wiki.servicenow.com/index.php?title Unique Record Identifier#gsc.tab 0Figure 3-7Select "Copy sys id"3-6

Chapter 3Configuring a Connector Instance Proxy SettingsIf your enterprise requires a proxy server for all communication betweenEnterprise Manager and ServiceNow, check the Proxy Settings check box toenable the proxy fields and specify the foll

ServiceNow Management Connector Installation and Configuration Guide 13c Release 4 F23309-01 . services are defined by the applicable contract for such services. No other rights are granted to the U.S. Government. This software or hardware is developed for general use in a variety of information management applications.