UI2 - ServiceNow Integration Steps
- Mark Zuk
Introduction
The purpose of this document is to provide instructions on implementing an integration between ServiceNow (Change Requests) and a GYTPOL server.
Overview
ServiceNow is a cloud-based platform that provides IT service management (ITSM) and business process automation. It allows organizations to streamline their workflow, manage IT services, automate tasks, and improve overall efficiency. ServiceNow is known for its powerful capabilities in managing incidents, problems, changes, and service requests, making it a valuable tool for IT departments and various other business functions. It offers a wide range of applications for service management and automation, enabling organizations to enhance productivity and customer service.
ServiceNow Side: Setup ServiceNow OAuth token
Go to https://<INSTANCE_NAME>.service-now.com/now/nav/ui/classic/params/target/oauth_entity_list.do
Click “New” at the top right corner of the screen:
3. Select Create an OAuth API endpoint for external clients
Fill in the below details:
Field | Values | Notes |
Name | GYTPOL |
|
Client Secret | <insert some secret password> | Save for later! |
Auth Scope | useraccount |
|
Public Client | Checked |
|
Client ID |
| Save for later! |
5. In Auth Scope click “Insert a new row…”
Click the search icon
Select useraccount and see if it was added
Click Submit at the top right corner of the screen
GYTPOL Side: Setup ServiceNow Connector
Log in to the GYTPOL console with administrator access privileges.
Click on "Settings", then "Integrations", select the "ServiceNow" connector, and click "Connect".
Please fill in the details below to integrate GYTPOL with ServiceNow.:
Setting | Notes |
Instance | Your instance URL |
Username | Username for ServiceNow with the necessary permissions to create Change Requests, preferably using an elevated account. |
Password | Password for the above username |
Client ID | Saved in step #4 (Setup ServiceNow OAuth token) |
Client Secret | Saved in step #4 (Setup ServiceNow OAuth token) |
Enabled | checked |
For example:
Click the "Test" button to confirm the accuracy of your settings and ensure the successful establishment of the integration.
If the test displays "Success", click "OK", and then click "Save" to save the configuration.
If you do not see the "Success" message, please review your settings, and make any necessary adjustments until the test passes successfully.
You have completed the process. The ServiceNow Connector is now configured, and all new rules will henceforth necessitate approval through ServiceNow.
Example: creating new remediations with ServiceNow Connector
Create new remediation rule:
After creating the rule, it will appear in the Action Log tab, showing the appropriate approval status in ServiceNow.
Approval Statuses:
Pending Approval: The remediation task and its Change Request are pending in ServiceNow to be approved by the assigned approver.
Approved: The Change Request is approved and pending execution on the assigned devices after their next successful check-in (hourly).
Rejected: The Change Request is not approved by the assigned approver and will not be executed on the assigned devices.
Once any of the pending/approved/rejected tasks are clicked, you will be able to see additional data about the pending task, including its topic and request ID.
To approve the remediation, the approver should navigate to the ServiceNow instance and search for the specific Change Request ID (e.g., CHG0030XXX).
The approver can then initiate the Change Request approval process within ServiceNow.
Several fields are set by GYTPOL to help you better understand the rule during this process.
Red square | A downloadable list of affected computers is generated at the time of rule creation |
Blue square | The priority of this remediation rule as determined by GYTPOL |
Orange square | Information regarding the remediation rule |
The approver will proceed with the process rule until it reaches completion.
Successful completion is defined by the Change Request state being "Closed" and the close code being marked as "Successful".
In case close code in Unsuccessful, the remediation task will be rejected.
Please note that the refresh interval between GYTPOL and ServiceNow is one hour, as GYTPOL pulls the state of the Change Requests every hour.
The Action Log will reflect these changes and statuses after each sync.