Description

ServiceNow integrates ITIL v3 processes, social collaboration for IT departments, software-as-a-service delivery, and modern Web functionality to deliver a flexible, easy-to-use, and self-managing application.

The ServiceNow plugin allows HCL Launch to easily perform CRUD operations on records with convenient steps such as check and query records. It is tested for compatibility with ServiceNow versions Eureka through Madrid.

Quick Info

Product
HCL Launch
Type
plugin
Compatibility
HCL Launch version 7.0 or later
Created by
HCL Software
Website
Version Name Action

28.1101338

launch-servicenow-28.1101338.zip

launch-servicenow-28.1101338.zip

28.1101338


Summary

ServiceNow supports application delivery by integrating service management processes, social collaboration for IT departments, software-as-a-service delivery, and web functionality. The ServiceNow plugin includes steps that check approvals and set the status of change requests.

This plugin includes one or more steps, click Steps for step details and properties.

Compatibility

This plugin requires HCL Launch version 7.0 or later.

This plugin works with the Eureka release of ServiceNow and later.

Installation

See Installing plugins in HCL Launch for installing and removing plugins.

History

The following table describes the changes made in each plugin version.

Plugin history details
Version Description
28 RFE 122276: Add property to each step to allow invalid SSL certs.

Usage

The ServiceNow for Launch plugin integrates with ServiceNow using the ServiceNow REST API version 1. The user account used to authenicate with teh ServiceNow server must have access to the REST API and relevant tables.

Step palette

To access this plugin in the palette, click ITSM Process > ServiceNow.

Configuring Service Now to Trigger Deployments

ServiceNow can be configured so that making a change to a Change Request, Incident, or any other table can kick off a deployment in HCL Launch automatically. This can be done by the following steps:

  1. Under System Web Services -> Outbound -> REST Message, Create a new REST Message for calling your UCD Application Process.
  2. Name the message, and set up the Endpoint field to direct to your HCL Launch server, using the proper path for requesting an Application Process. This can also be used with any other HCL Launch REST Endpoint if desired.
  3. Create a New HTTP Method. Define the parameters based on the Command-line client (CLI) reference for your rest call. For this case of requesting an application process, the HTTP Method looks something like this using the requestApplicationProcess template.
  4. Now that we have our Outbound REST Message, we need to configure a Business Rule. In the side panel, under System Definition -> Business Rules. Here we can configure a table that we want to trigger the REST Call from, as well as the conditions to do so. This depends on user preferences. For this case, the following parameters are set to trigger a deployment when a Change Request table has its approval status set to Approved.
  5. To reference the REST Message within the Business Rule, ensure that the Advanced box is checked. Now, under the Advanced tab, a Script box can be seen. To retrieve the script required to call our REST Message, we must return to our Http Method, scroll down to Related Links, and select Preview Script Usage. From here, we copy and paste the script as is, and paste it over the // Add your code here text.
  6. The settings are now complete. We can go into a Change Request item, change its approval status to Approved using the proper roles, and we can see that our REST call was made and our Deployment started in HCL Launch.

Component and Agent Configuration

Defining the ServiceNow plugin as a separate component to interface your ServiceNow environment allows you to reuse the ServiceNow steps in other processes. You can map components to an agent or agent pool that has access to the ServiceNow environment.

  • Agent pools distribute work among all pool members and reduce congestion that can occur when using a single agent.
  • Agent pools are also used to limit access to specific agents. For example, agents that are associated with a different owner or agents used for production deployment.

Additional information on agent pools can be found on the Creating and managing agent pools topic in the Knowledge Center.

Steps

The following process steps are available in the ServiceNow plugin.

Check Change Request Approval

Check that the Approval field of a record.

Input properties for the Check Change Request Approval step
Name Type Description Required
Approval String The Change Requests Approval field value you are checking against (approved, rejected, requested, not yet requested). Yes
Change Request Number String The value of the Number field for the relevant Change Request. Yes
HTTP Proxy Host String Provide the hostname of the HTTP proxy to use to connect to ServiceNow. Eg proxy.domain.com No
HTTP Proxy Password Password Provide the password to authenticate with HTTP proxy. No
HTTP Proxy Port String Provide the port number of the HTTP proxy to use to connect to ServiceNow. No
HTTP Proxy User name String Provide the user name to authenticate with HTTP proxy. No
Password Password The password to be used to connect to the ServiceNow server. No
Server URL String The URL of your ServiceNow portal. Example: https://myaccount.service-now.com Yes
Trust All Certificates Boolean Select to trust all unsecure certificates. No
User Name String The user name to be used to connect to the ServiceNow server. No

Check Change Request State

Check that the State field of a change record.

Input properties for the Check Change Request State step
Name Type Description Required
Change Request Number String The value of the Number field for the relevant Change Request. Yes
HTTP Proxy Host String Provide the hostname of the HTTP proxy to use to connect to ServiceNow. Eg proxy.domain.com No
HTTP Proxy Password Password Provide the password to authenticate with HTTP proxy. No
HTTP Proxy Port String Provide the port number of the HTTP proxy to use to connect to ServiceNow. No
HTTP Proxy User name String Provide the user name to authenticate with HTTP proxy. No
Password Password The password to be used to connect to the ServiceNow server. No
Server URL String The URL of your ServiceNow portal. Example: https://myaccount.service-now.com Yes
State integer String The state you want to ensure the Change Request has. This is an integer key corresponding to the state value-key pair used by ServiceNow. By default -5 is Pending, 1 is Open,2 is Work in Progress, 3 is Closed Complete, 4 is Closed Incomplete, and 7 is Closed Skipped. You can find your particular key-value pairs by opening a task in ServiceNow, clicking on Additional actions button by the title, Configure->Form Design, and then clicking the edit this field settings button that appears when selecting the state field. Yes
Trust All Certificates Boolean Select to trust all unsecure certificates. No
User Name String The user name to be used to connect to the ServiceNow server. No

Check Change Requests Child Tasks States

Check the states of the tasks related to a given Change Request.

Input properties for the Check Change Requests Child Tasks States step
Name Type Description Required
Change Request Number String The value of the Number field for the relevant Change Request. Yes
HTTP Proxy Host String Provide the hostname of the HTTP proxy to use to connect to ServiceNow. Eg proxy.domain.com No
HTTP Proxy Password Password Provide the password to authenticate with HTTP proxy. No
HTTP Proxy Port String Provide the port number of the HTTP proxy to use to connect to ServiceNow. No
HTTP Proxy User name String Provide the user name to authenticate with HTTP proxy. No
Password Password The password to be used to connect to the ServiceNow server. No
Server URL String The URL of your ServiceNow portal. Example: https://myaccount.service-now.com Yes
State integer String The state you want to ensure that the children Change Tasks of the Change Request request have. To specify multiple acceptable states, use a comma , delimited list. This is an integer key corresponding to the state value-key pair used by ServiceNow. By default -5 is Pending, 1 is Open, 2 is Work in Progress, 3 is Closed Complete, 4 is Closed Incomplete, and 7 is Closed Skipped. You can find your particular key-value pairs by opening a task in ServiceNow, clicking on Additional actions button by the title, Configure->Form Design, and then clicking the edit this field settings button that appears when selecting the state field. Yes
Trust All Certificates Boolean Select to trust all unsecure certificates. No
User Name String The user name to be used to connect to the ServiceNow server. No

Check Deployment Window

Check that the current time falls within the start and end date of the change request.

Input properties for the Check Deployment Window step
Name Type Description Required
Change Request Number String The value of the Number field for the relevant Change Request. Yes
End Date Field String The ServiceNow field name for the end date to check between. Defaults to end_date. No
HTTP Proxy Host String Provide the hostname of the HTTP proxy to use to connect to ServiceNow. Eg proxy.domain.com No
HTTP Proxy Password Password Provide the password to authenticate with HTTP proxy. No
HTTP Proxy Port String Provide the port number of the HTTP proxy to use to connect to ServiceNow. No
HTTP Proxy User name String Provide the user name to authenticate with HTTP proxy. No
Password Password The password to be used to connect to the ServiceNow server. No
Server URL String The URL of your ServiceNow portal. Example: https://myaccount.service-now.com Yes
Start Date Field String The ServiceNow field name for the start date to check between. Defaults to start_date. No
Trust All Certificates Boolean Select to trust all unsecure certificates. No
User Name String The user name to be used to connect to the ServiceNow server. No

Check Records

Check records in a specified table against specified field values.

Input properties for the Check Records step
Name Type Description Required
Check Fields String Newline seperated list of field value pairs. You may use the Name, what you see in the XML export, of the field. The record(s) will be checked to ensure that the values of the inputed field match and that the fields exist. For example: description=This is a high valued task. Yes
HTTP Proxy Host String Provide the hostname of the HTTP proxy to use to connect to ServiceNow. Eg proxy.domain.com No
HTTP Proxy Password Password Provide the password to authenticate with HTTP proxy. No
HTTP Proxy Port String Provide the port number of the HTTP proxy to use to connect to ServiceNow. No
HTTP Proxy User name String Provide the user name to authenticate with HTTP proxy. No
Password Password The password to be used to connect to the ServiceNow server. Yes
Record Number String Newline separated list of unique IDs of record to check. Represents the record number, for example: CHG0040001. Yes
Server URL String The URL of your ServiceNow portal. Example: https://myaccount.service-now.com Yes
Table Name String The Name, what you see in the XML export, of the table to be updated. Example: change_request. Yes
Trust All Certificates Boolean Select to trust all unsecure certificates. No
User Name String The user name to be used to connect to the ServiceNow server. Yes

Create Records

Creates records by table name and specified fields.

Input properties for the Create Records step
Name Type Description Required
HTTP Proxy Host String Provide the hostname of the HTTP proxy to use to connect to ServiceNow. Eg proxy.domain.com No
HTTP Proxy Password Password Provide the password to authenticate with HTTP proxy. No
HTTP Proxy Port String Provide the port number of the HTTP proxy to use to connect to ServiceNow. No
HTTP Proxy User name String Provide the user name to authenticate with HTTP proxy. No
Row Fields String The Fields to insert for this row. Each name-value pair should be on a separate line. A = separates the name and value. Example: name=value. No
Server URL String The URL of your ServiceNow portal. Example: https://myaccount.service-now.com Yes
ServiceNow password Password Provide the password to authenticate with ServiceNow. Yes
ServiceNow user name String Provide the user name to authenticate with ServiceNow. Yes
Table Name String The Name (not the Label) of the table to be updated. Example: change_request Yes
Trust All Certificates Boolean Select to trust all unsecure certificates. No

Delete Multiple Table Records with Query

Deprecated. Please use the Run Encoded Query and Delete Records step instead.

Input properties for the Delete Multiple Table Records with Query step
Name Type Description Required
CMDB Row Condition String The Encoded Query a row must match for deletion. See https://wiki.servicenow.com/index.php?title=Embedded:Encoded_Query_Strings for examples. Yes
HTTP Proxy Host String Provide the hostname of the HTTP proxy to use to connect to ServiceNow. Eg proxy.domain.com No
HTTP Proxy Password Password Provide the password to authenticate with HTTP proxy. No
HTTP Proxy Port String Provide the port number of the HTTP proxy to use to connect to ServiceNow. No
HTTP Proxy User name String Provide the user name to authenticate with HTTP proxy. No
Server URL String The URL of your ServiceNow portal. Example: https://myaccount.service-now.com Yes
ServiceNow Password Password Provide the password to authenticate with ServiceNow. Yes
ServiceNow User name String Provide the user name to authenticate with ServiceNow. Yes
Table Name String The name of the table to update. Example: change_request Yes
Trust All Certificates Boolean Select to trust all unsecure certificates. No

Delete Records

Deletes records by table name and record number.

Input properties for the Delete Records step
Name Type Description Required
HTTP Proxy Host String Provide the hostname of the HTTP proxy to use to connect to ServiceNow. Eg proxy.domain.com No
HTTP Proxy Password Password Provide the password to authenticate with HTTP proxy. No
HTTP Proxy Port String Provide the port number of the HTTP proxy to use to connect to ServiceNow. No
HTTP Proxy User name String Provide the user name to authenticate with HTTP proxy. No
Record Number String Newline separated list of unique IDs of record to check. Represents the record number (ex. CHG0040001). Yes
Server URL String The URL of your ServiceNow portal. Example: https://myaccount.service-now.com Yes
ServiceNow Password Password Provide the password to authenticate with ServiceNow. Yes
ServiceNow User name String Provide the user name to authenticate with ServiceNow. Yes
Table Name String The Name (not the Label) of the table to update. Example: change_request Yes
Trust All Certificates Boolean Select to trust all unsecure certificates. No

Run Encoded Query

Run an encoded query and receive a newline list of record system IDs to pass to subsequent steps.

Input properties for the Run Encoded Query step
Name Type Description Required
Encoded Query String The query value of your encoded query. Use the copy query function in ServiceNow. Yes
HTTP Proxy Host String Provide the hostname of the HTTP proxy to use to connect to ServiceNow. Eg proxy.domain.com No
HTTP Proxy Password Password Provide the password to authenticate with HTTP proxy. No
HTTP Proxy Port String Provide the port number of the HTTP proxy to use to connect to ServiceNow. No
HTTP Proxy User name String Provide the user name to authenticate with HTTP proxy. No
Password Password The password to be used to connect to the ServiceNow server. Yes
ServiceNow URL String The URL of your ServiceNow portal. Example: https://myaccount.service-now.com Yes
Table Name String The Name, what you see in the XML export, of the table to be updated. Example: change_request. Yes
Trust All Certificates Boolean Select to trust all unsecure certificates. No
User Name String The user name to be used to connect to the ServiceNow server. Yes

Set Change Request State

Set the status field of a change request.

Input properties for the Set Change Request State step
Name Type Description Required
Change Request Number String The value of the Number field for the relevant Change Request. Yes
HTTP Proxy Host String Provide the hostname of the HTTP proxy to use to connect to ServiceNow. Eg proxy.domain.com No
HTTP Proxy Password Password Provide the password to authenticate with HTTP proxy. No
HTTP Proxy Port String Provide the port number of the HTTP proxy to use to connect to ServiceNow. No
HTTP Proxy User name String Provide the user name to authenticate with HTTP proxy. No
Password Password The password to be used to connect to the ServiceNow server. No
Server URL String The URL of your ServiceNow portal. Example: https://myaccount.service-now.com Yes
State integer String The state you want to set on the Change Request. This is an integer key corresponding to the state value-key pair used by ServiceNow. By default -5 is Pending, 1 is Open, 2 is Work in Progress, 3 is Closed Complete, 4 is Closed Incomplete, and 7 is Closed Skipped. You can find your particular key-value pairs by opening a task in ServiceNow, clicking on Additional actions button by the title, Configure->Form Design, and then clicking the edit this field settings button that appears when selecting the state field. Yes
Trust All Certificates Boolean Select to trust all unsecure certificates. No
User Name String The user name to be used to connect to the ServiceNow server. No

Set Task Status

Update the state of a task item.

Input properties for the Set Task Status step
Name Type Description Required
HTTP Proxy Host String Provide the hostname of the HTTP proxy to use to connect to ServiceNow. Eg proxy.domain.com No
HTTP Proxy Password Password Provide the password to authenticate with HTTP proxy. No
HTTP Proxy Port String Provide the port number of the HTTP proxy to use to connect to ServiceNow. No
HTTP Proxy User name String Provide the user name to authenticate with HTTP proxy. No
Password Password The password to be used to connect to the ServiceNow server. No
Server URL String The URL of your ServiceNow portal. Example: https://myaccount.service-now.com Yes
State integer String The state you want apply to the listed Tasks. This is an integer key corresponding to the state value-key pair used by ServiceNow. By default -5 is Pending, 1 is Open, 2 is Work in Progress, 3 is Closed Complete, 4 is Closed Incomplete, and 7 is Closed Skipped. You can find your particular key-value pairs by opening a task in ServiceNow, clicking on Additional actions button by the title, Configure->Form Design, and then clicking the edit this field settings button that appears when selecting the state field. Yes
Task ID List String A comma-separated list of the Task Number field value of the Change Tasks to be updated.(ex. CTASK0010071) Yes
Trust All Certificates Boolean Select to trust all unsecure certificates. No
User Name String The user name to be used to connect to the ServiceNow server. No

Update Records

Update records by specifying field values.

Input properties for the Update Records step
Name Type Description Required
Fields to Update String Newline separated list of field value pairs. You may use the Name, what you see in the XML export, of the field. Fields described here is updated on each record to specified value. If the field does not exist the step fails. For example: description=This is a high valued task. Yes
HTTP Proxy Host String Provide the hostname of the HTTP proxy to use to connect to ServiceNow. Eg proxy.domain.com No
HTTP Proxy Password Password Provide the password to authenticate with HTTP proxy. No
HTTP Proxy Port String Provide the port number of the HTTP proxy to use to connect to ServiceNow. No
HTTP Proxy User name String Provide the user name to authenticate with HTTP proxy. No
Password Password The password to be used to connect to the ServiceNow server. Yes
Record Number String Newline separated list of unique IDs of record to check. Represents the record number. For example:CHG0040001. Yes
Server URL String The URL of your ServiceNow portal. Example: https://myaccount.service-now.com Yes
Table Name String The Name, what you see in the XML export, of the table to be updated. Example: change_request. Yes
Trust All Certificates Boolean Select to trust all unsecure certificates. No
User Name String The user name to be used to connect to the ServiceNow server. Yes