Description

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 for HCL Accelerate automates the importing of records for ServiceNow incident management (beta), change management, and problem management from a ServiceNow server.

Quick Info

Product
HCL Accelerate
Type
plugin
Compatibility
HCL Accelerate version 2.0 or later
Created by
HCL Software
Website
Version Name Action

1.0.13

ucv-ext-servicenow:1.0.13.tar

1.0.14

ucv-ext-servicenow:1.0.14.tar

1.0.25

ucv-ext-servicenow:1.0.25.tar

1.0.27

ucv-ext-servicenow:1.0.27.tar

ucv-ext-servicenow:1.0.13.tar

1.0.13


ucv-ext-servicenow:1.0.14.tar

1.0.14


ucv-ext-servicenow:1.0.25.tar

1.0.25


ucv-ext-servicenow:1.0.27.tar

1.0.27


Summary

The ServiceNow plugin provides for integration with a ServiceNow server. This plugin imports incident management(Beta), change management and problem management data from a ServiceNow server and provides a single view of ServiceNow incidents, change requests, and problems in an HCL Accelerate value stream map. Data between the ServiceNow server and the HCL Accelerate server is synchronized every five minutes.

The plugin can also be used to automate several ServiceNow tasks, such as create and update a ServiceNow request.

Compatibility

The plugin supports the ServiceNow Madrid, Orlando and Paris release.

History

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

Plugin history details
Version Description
1.0.27 Adding Automation Functionality
1.0.25 Minor Bug Fixes
1.0.14 Added HTTP proxy support
1.0.13 Bug fixes

Usage

To use the ServiceNow plugin, the plugin must be loaded and an instance created before you can configure the plugin integration and use plugin automation tasks. You define configuration properties in the user interface or in a JSON file.

See the Automation Tasks tab for information on using automation tasks.

Integration type

The ServiceNow plugin supports scheduled events integration which are listed in the following table.

Scheduled events
Name Description
syncIncidentData Queries the ServiceNow repository for Incidents
syncChangeData Queries the ServiceNow repository for Change request
syncProblemData Queries the ServiceNow repository for Problems

Integration

There are two methods to integrate the plugin:

  • Using the user interface
  • Using a JSON file

Using the user interface

  1. From the Plugins page, click Settings > Integrations > Plugins.
  2. Under the Action column for the plugin, click Add Integration.
  3. On the Add Integration page enter values for the fields used to configure the integration and define communication.
  4. Click Save.

Using a JSON file

The JSON file contains the information for creating a value stream and integrating with the ServiceNow server. The following table describes the information for the creating a HCL Accelerate value stream map.

  1. From a value stream page, download the value stream map. The value stream map is a JSON file used to define integrations.
  2. Edit the JSON file to include the plugin configuration properties.
  3. Save and upload the JSON file. This replaces the current JSON file with the new content.
  4. View the new integration on the Integrations page.

Configuration Properties

The following tables describe the properties used to configure the integration. Each table contains the field name when using the user interface and the property name when using a JSON file.

  • The General Configuration Properties table describes configuration properties used by all plugin integrations.
  • The ServiceNow Configuration Properties table describes the ServiceNow configuration properties that define the connection and communications with the ServiceNow server. When using the JSON method to integrate the plugin these properties are coded within the properties configuration property.

Some properties might not be displayed in the user interface, to see all properties enable the Show Hidden Properties field.

General Configuration properties
Name Description Required Property Name
NA The version of the plugin that you want to use. To view available versions, click the Version History tab. If a value is not specified, the latest version is used. No image
Integration Name An assigned name to the value stream. Yes name</td
Logging Level The level of Log4j messages to display in the log file. Valid values are: all, debug, info, warn, error, fatal, off, and trace. No loggingLevel
NA List of configuration properties used to connect and communicate with ServiceNow server. Enclose the properties within braces. Yes properties
The name of the tenant. Yes tenant_id
NA Unique identifier assigned to the plugin. The value for the ServiceNow Server plugin is ucv-ext-servicenow Yes type
ServiceNow Properties
Name Type Description Required Property Name
Access Token Secure The access token used to authenticate with the ServiceNow server. You can use either this property or the Password property to authenticate with the server. No accessToken
Password Secure The password used to authenticate with the ServiceNow server. You can use either this property or the Access Token property to authenticate with the server. No password
HCL Accelerate User Access Key Secure The user access key to authenticate with the HCL Accelerate server. Yes ucvAccessKey
URL String The URL of the ServiceNow server. Yes baseUrl
User Name String The user name used to authenticate with the ServiceNow server. Yes username
Proxy Server String The URL of the proxy server including the port number. No proxyServer
Proxy User Name String The user name used to authenticate with the proxy server. No proxyUsername
Proxy Password String The password used to authenticate with the proxy server. No proxyPassword

JSON code sample

The following sample code can be used as a template to define the integration within the JSON file for a value stream. Copy and paste the template into the JSON file Integration section and make the appropriate changes.


  integrations": [
    {
      "type": "ucv-ext-servicenow",
      "name": "Plugin for ServiceNow",
      "tenant_id": "tenant_id",
      "logginglevel": "info",
      "properties": {
        "ucvAccessKey": "urbancodevelocity_user_accesskey",
        "baseUrl": "url_servicenow_server",
        "username": "user_name",
        "password": "pass_word",
        "proxyServer": "proxy_server_url",
        "proxyUsername": "proxy_server_user_name",
        "proxyPassword": "proxy_server_password" 
      }
    }
  ]

Automation Tasks

The following automation tasks are available in the ServiceNow plugin:

Create ServiceNow Change Request

Use this step to create a ServiceNow change request.

Input properties for the Create ServiceNow Change Request task
Name Description Required
Short Description A short description of the ServiceNow change request. Yes
Request type The type of request type for the ServiceNow application. For example: Standard, Normal, and Emergency. Yes
Assignment group The assignment group for the ServiceNow application. Yes
Additional properties A list of additional properties for the change request in the format for each list item is {“property”:”value”}. For example: {“short_description”:”Created by HCL Accelerate”}. Separate each list item with a comma (,). See the ServiceNow API documentation for additional properties. No
Output property The name of the property that the sys_id of the created change request is saved. No

Update ServiceNow Change Request

Use this step to update a ServiceNow change request in HCL Accelerate.

Input properties for the Update ServiceNow Change Request task
Name Description Required
System ID The system ID (sys_id) of the change request or the property reference. Yes
Properties A list of additional properties for the change request in the format for each list item is {“property”:”value”}. For example: {“short_description”:”Created by HCL Accelerate”}. Separate each list item with a comma (,). See the ServiceNow API documentation for additional properties. No

Wait ServiceNow Change Request

Use this task to wait ServiceNow change request in HCL Accelerate.

Input properties for the Wait ServiceNow Change Request task
Name Description Required
System ID The system ID (sys_id) of the wait request. Yes
Field The change request field to wait for a match. Yes
Value The value to match with the change request field. Yes

Adding automation tasks to a release

After the plugin is integrated automated tasks are available to add as a task within a release.

  1. Verify that the ServiceNow server is connected to HCL Accelerate.
  2. On the Create Task page, select the automation task from the Type field drop-down list.
  3. Complete the properties required for the task.
  4. Click Save.

Examples

Example using the access key


  integrations": [
    {
      "type": "ucv-ext-servicenow",
      "name": "Plugin for ServiceNow",
      "tenant_id": "tenant_id",
      "logginglevel": "info",
      "properties": {
        "ucvAccessKey": "urbancodevelocity_user_accesskey",
        "baseUrl": "url_servicenow_server",
        "username": "user_name",
        "accessToken": "access_token",
        "proxyServer": "proxy_server_url",
        "proxyUsername": "proxy_server_user_name",
        "proxyPassword": "proxy_server_password"  
      }
    }
  ]