ServiceNow - Usage

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

See the Automation Tasks section for information about automation tasks.

Authentication Type

Choose required authentication type from drop down listed i.e:-

OAuth authentation

You must provide the following details during integration of ServiceNow plug-in to set up OAuth 2.0 authentication:

Generating the OAuth credentials in ServiceNow

To obtain the client_id and client_secret from your ServiceNow instance, perform the following steps:

For refreshToken use https://instanceURL/oauth_token.do

`grant_type:password
client_id:'yourclientId'
client_secret:'yourClientSecret'
username:'yourUsername'
password:'yourPassword`

Integration type

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

Name Description
snowAllResources Queries the ServiceNow repository for Incidents, Change request, Problems, ServiceNowWaitChangeTask, ServiceNowWaitRequests

Integration

There are two methods to integrate the plug-in:

The tables in the Configuration properties section describe the properties used to define the integration.

To install the plug-in, perform the following steps:

  1. In IBM DevOps Velocity, click Settings > Integrations > Available
  2. In the Action column for the ServiceNow plug-in, click Install.

Integrating the plug-in by using user interface

To integrate the plug-in using the user interface, perform the following steps:

  1. In IBM DevOps Velocity, click Settings > Integrations > Installed.
  2. In the Action column for the ServiceNow plug-in, click Add Integration.
  3. On the Add Integration dialog, enter values for the fields used to configure the integration and define communication.
  4. Click Add.

Integrating the plug-in by using JSON file

The JSON file contains the information for creating a value stream. Within the JSON file is a section for integrations. It is in this section that plugin properties can be defined. Refer to the sample JSON code.

To integrate the plug-in using a JSON, perform the following steps:

  1. Navigate to value stream page, and then click the necessary value stream.
  2. Click wrench icon, and then Select Edit value stream to modify the JSON file in the code or tree view editors.
  3. Alternatively, you can also click Download JSON option to download the JSON file, and then select the Import JSON option to upload the revised JSON file.
  4. Edit the integration information in the JSON file to add the plug-in configuration properties. Refer to JSON sample code in the Configuration Properties section more details.
  5. Click Save.

Automation Tasks

The following automation tasks are available in the ServiceNow plug-in:

ServiceNow – Create Change Request and Change Task

Use this step to create a ServiceNow change request and change task.

Name Type Description Required Property Name
Short Description String A short description of the ServiceNow change request. Yes short_description
Request type String The type of request type for the ServiceNow application. For example: Standard, Normal, and Emergency. Yes requestType
Standard template id for change request String Standard template id for servicenow change request.Note: This field is required when change request type is standard. False standardTemplateId
Assignment group String The assignment group for the ServiceNow application. False assignmentGroup
Additional properties Json 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 DevOps Velocity”}. Separate each list item with a comma (,). See the ServiceNow API documentation for additional properties. No additionalProperties
Create change task Json To create change task , provide necessary properties. Example:[{“short_description”:”createtask”,”change_task_type”:”planning”,”description”:”changetask”,”start_date”:”2024-01-30 08:05:04″,”end_date”:”2024-01-31 08:05:13″,”outputProperty”:”example”}]. Here outputProperty holds sys_id of change task created. To create multiple change task provide comma separated objects. Example: [{},{},{}].To create under existing change request mention “parent”:”CHG0030008″,”change_request”:”CHG0030008″ along with other properties. No changeTaskProps
Output property String The name of the property that the sys_id of the created change request is saved. No outputProperty

ServiceNow – Update Change Request and Change Task

Use this step to update a ServiceNow change request in IBM DevOps Velocity.

Name type Description Required Property Name
Change Request Number String Enter the change request number. Note: Either change request number or property reference must be provided No changeRequestNumber
Change request system id from property reference String Enter the property reference to system id. Note: Either change request number or property reference must be provided No propertySysId
Assignment group for change request String Assignment group for ServiceNow Application. No assignmentGroup
Change request properties Json Enter properties for the change request to be updated in the format for each list item is {“property”:”value”}. For example: {“short_description”:”change request description”,”planned_end_date”:”2024-01-31 07:52:53″,”planned_start_date”:”2024-01-30 07:52:47″}. Separate each list item with a comma (,). See the ServiceNow API documentation for additional properties. No changeRequestProperties
Update change task Json To update change task , provide necessary properties. Example to update:[{“sys_id”:”abcd123”,”change_task_type”:”planning”,”state”:”1”,”planned_end_date”:”2024-05-17 02:36:44”,”planned_start_date”:”2024-05-17 02:36:30”}] Example to create:[{“short_description”:”createtask”,”change_task_type”:”planning”,”description”:”changetask”,”planned_end_date”:”2024-05-17 02:36:44”,”planned_start_date”:”2024-05-17 02:36:30”,”outputProperty”:”example”}]. If sys_id not given, it creates change task. To update multiple change task provide comma separated objects.Example: [{},{},{}] No updateChangeTaskProps

ServiceNow – Wait Change Request

Use this task to wait ServiceNow change request in DevOps Velocity.

Name Type Description Required Property Name
Change Request Number String Enter the change request number. Note: Either change request number or property reference must be provided No changeRequestNumber
Change request system id from property reference. String Enter the property reference to system id. Note: Either change request number or property reference must be provided No propertySysId
Field String The change request field to wait for a match. Yes field
Value String The value to match with the change request field. Yes value

ServiceNow – Wait Change Task

Use this step to create a ServiceNow wait change task.

Name Type Description Required Property Name
Change task number String Enter the change task number. Note: Either change task number or property reference must be provided No changeTaskNumber
Change task system id from property reference. String Enter the property reference to system id. No taskPropSysId
Change Request Number String Enter the change request number. Note: Either change request number or property reference must be provided No changeRequestNumber
Change request system id from property reference. String Enter the property reference to system id. Note: Either change request number or property reference must be provided No propertySysId
field String Enter the change task field to wait for a match Yes field
Value String Enter the value to match the change task field Yes value

Adding automation tasks to a release

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

Custom field mapping

For example

[
  {
    "type": "change_request",
    "fieldMapping": {
      "changeType": "u_deployment_category"
    },
    "valueMapping": {
      "resolution": {
        "failed": ["unsuccessful", "rejected"]
      }
    }
  }
]

In the above custom mapping configuration example, we are defining a mapping for the change_request resource in ServiceNow. The custom mapping ensures that specific fields from the velocity system are appropriately mapped to corresponding fields in ServiceNow.

The resource type is identified as change_request. This is the type of record in ServiceNow where we want to implement the custom mapping.

The field changeType in the velocity system will be mapped to the field u_deployment_category in ServiceNow. This mapping ensures that when a record is transferred or synced, the changeType value will correctly correspond to the u_deployment_category field in ServiceNow.

The resolution field in the velocity system may currently contain values like “unsuccessful” or “rejected.” After applying the custom value mapping, these values will be mapped to a standardized value of failed. This ensures that records in ServiceNow will use a consistent value for the resolution status.

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.

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 plug-in 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
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 plug-in. The value for the ServiceNow Server plug-in is ucv-ext-servicenow Yes type
DevOps Velocity User Access Key An auto-generated user access key provides credentials for communicating with the Velocity server. Yes NA

ServiceNow Configuration Properties

Name Type Description Required Property Name
URL String The URL of the ServiceNow server. Yes baseUrl
Page Size String The number of issues retrieved per page. No pageSize
Resource types and sys_params String The type/parameters of events to be synced from ServiceNow. Example:[{“table”: “change_request”, “sys_params”: { “category”: “Software” }},…] Yes resourceTypesAndSys_params
Custom Field Mapping Json Map ServiceNow fields to IBM DevOps Velocity as a JSON Object. No fieldMapping
Replica Server Name String Any non-empty string value to replica server name would enable read only replica. An Empty string will disable read only replica. No replicaServerName
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
Authentication Type Dropdown Select required authentication type. Yes authentication
……….When Basic Authentication selected……….        
User Name String The username used to authenticate with the ServiceNow server. Yes username
Password Secure The password used to authenticate with the ServiceNow server. Yes password
……….When OAuth Authentication selected……….        
Client Id String The client ID used to authenticate with the ServiceNow server using OAuth2.0. Yes client_id
Client Secret Secure The client secret used for authentication with the ServiceNow server using OAuth2.0. Yes client_secret
Refresh Token Secure The refresh token used for authentication with the ServiceNow server using OAuth2.0. Yes refresh_token
……….When Bearer Authentication selected……….        
Access Token Secure The access token used to authenticate with the ServiceNow server. You can use either this property or the Password property for authentication. NOTE: When using OAuth 2.0, the Access Token will be ignored. Yes accessToken

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": {
        "baseUrl": "url_servicenow_server",
        "authentication": "authentication_type (basicAuth OR oauth OR bearerAuth)",
        "client_id": "client_Id", 
        "client_secret": "client_secret",
        "refresh_token": "refresh_token",
        "resourceTypesAndSys_params": "[   
             { "table": "table_name"}, 
         ]"
        "proxyServer": "proxy_server_url",
        "proxyUsername": "proxy_server_user_name",
        "proxyPassword": "proxy_server_password"
        } 
    }
]

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