Integrations/servicenow/sn.servicenow pimA

This page documents the enPortal integration for Service Now.

• Vendor: Service Now
• Product: Service Now
• Supported Version(s): Service Now does not use standard numeric version numbering. Please contact your enPortal vendor to discuss the versioning for this PIM.
• Name of enPortal Integration Package: sn.servicenow_pimA
• Required enPortal Version: 4.6.1 and above

The following section documents supported platforms, installation, and configuration of the Service Now Product Integration Module on enPortal versions 5.0 and above.

Support Matrix

The following Operating System, Database, and Web Browser platforms are supported:

Operating System

Please see the list of supported Operating Systems on the System Requirements page.

Database

A special database is not required to implement this integration module. The AppBoard/enPortal database is used to store all configurations related to this integration module.

Web Browser

Please see the list of supported Web Browsers on the System Requirements page.

Installation

Perform the following steps to install the Service Now PIM:

1. Install AppBoard/enPortal as detailed in the Installation documentation
2. Download the file sn.servicenow_pimA.jar
3. Start enPortal and login as an administrator
   1. User Name: administrator
   2. Password: administrator
   3. Domain: System
4. Under the Advanced tab, select PIMImport
5. Click the Browse... button
6. Locate the Service Now package.jar file in the Open dialog
7. Click the Start button to extract the files from the PIM .jar archive
8. Under the Advanced tab, select XMLImport
9. Click the Start button to load the PIM into the system
10. Confirm that the following message is displayed: "Import completed; loaded the following file(s): load_sn.servicenow_pimA.txt"
11. Under the Advanced tab, select Explore System
12. Navigate to the /Directory/system/proxy/ folder and locate the “Manage Proxy” channel
13. Right-click on the “Manage Proxy” channel and select Open to launch the channel
14. In the Manage Proxy tool, click “Reset All”
15. Refresh the browser

Integration Details

This sections provides special details for configuring the integration module after installation.

Channel Types

• Home - Channel that displays the top-level Home page of the Service Now application
• Create Incident - Channel that displays the Create Incident page for Service Now
• Open Incident - Channel that displays the Open Incident page for Service Now
• Open Problem - Channel that displays the Open Problem page for Service Now
• Proxy - Channel that is used by the system to display Service Now channels

Configuration

After installing the Service Now PIM, perform the following steps to configure access to the host Service Now server:

1. Click on the Applications tab
2. Right-click on the name "sample" in the row for sn.servicenow_pimA and select "Modify"
3. Fill in the items in the Modify Application Wizard dialog:
   1. Select the protocol used to access your Service Now server (http or https)
   2. Change the host name from "changeme" to the hostname or ip address that will resolve to your Service Now server
   3. Change the port to the port number of your Service Now server
   4. Click "Save" to keep your changes
4. Click on the Integrations tab
5. In the Explorer, under Packages, expand the sn.servicenow_pimA tree and click on the Sample target. Confirm that the information you entered is displayed for your Service Now server
6. Under the Sample target, click on the Home channel. A login prompt should be displayed.
7. Log in using the same credentials you would use for accessing the Service Now application in a browser. Confirm that the Service Now Home page is displayed.

Create Channels

After installing the Service Now PIM and configuring access to the host Service Now server, perform the following steps to create channels to display Service Now content:

1. Click on the Applications tab
2. Right-click on the name "sample" in the row for sn.servicenow_pimA and select a channel type
3. In the "Channel Name" box, enter the name you want to give to the new channel
4. For "Channel Type", select "3rd Party Pims"
5. Click Next
6. Click Finish
7. Click on the Integrations tab
8. In the Explorer, under Packages, expand the sn.servicenow_pimA tree and click on the Sample target. Confirm that the new channel is listed along with the other sample channels

Repeat the above steps to create additional channels. Select a different Channel Type in step 2 to create a different type of channel.

Service Now Upgrades

Upgrading from an older version of Service Now

Older versions of Service Now are not supported by this PIM, so this upgrade path is not supported. Service Now does not use standard version numbering. It is recommended that you validate the PIM in your Service Now environment to confirm that it supports the required functionalities.

Upgrading Service Now to a newer version

Perform the following steps when the Service Now server is upgraded to a newer version of Service Now:

1. Check the AppBoard/enPortal PIM online documentation to see if the new Service Now version is supported by the existing sn.servicenow_pimA PIM. It may be difficult to confirm this, since Service Now does not use standard version numbering.
   1. To test if the new Service Now version is supported by the existing PIM that you have installed, perform the following steps:
      1. Click on the Applications tab
      2. Right-click on the row for the old Service Now server and select "Modify"
      3. Update the protocol, host, and port to reference the server where the new version of Service Now is running
   2. If the new Service Now version is not supported by the existing PIM that you have installed, perform the following steps to upgrade the PIM:
      1. Download the new PIM version from the PIM download site
      2. Follow the steps in the Installation section above to install and configure the new PIM version
      3. Re-create all Service Now channels to reference the new PIM
      4. [Optional] Perform the steps outlined in the Uninstall section below to remove the old PIM from the system

Uninstall

Uninstalling the sn.servicenow_pimA PIM will break all of the channels in your AppBoard/enPortal system that reference this integration.

Perform the following steps to uninstall the sn.servicenow_pimA PIM:

1. Click on the Integrations tab
2. In the Explorer, under Packages, locate the sn.servicenow_pimA integration
3. Right click on the integration name, and select "Delete"
4. Click "Ok" to confirm that you want to delete the integration package