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:
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! |
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 the Gear icon located in the top right corner, then go to "Settings," and select "ServiceNow Connector."
Fill in the below details:
Setting | Notes |
Instance URL | Your instance URL |
Client ID | Saved in step #4 |
Client Secret | Saved in step #4 |
Username | Username for ServiceNow with the necessary permissions to create Change Requests, preferably using an elevated account. |
Password | Password for the above username |
Connector State | Enabled |
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
Once the remediation rule is ready, click “Apply for Approval” button
Confirm the action
After creating the rule, it will be displayed in the Approval tab while it awaits approval in ServiceNow.
To approve it, navigate to the ServiceNow instance and search for the specific Change Request ID: CHG0030321.
You 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 is determined by Gytpol |
Orange square | Information regarding the remediation rule |
Proceed with the process rule until it reaches completion. Successful completion is defined by the state of the Change Request being "Closed" and the close code being marked as "Successful".
After one hour (as GYTPOL pulls the state of the Change Requests every hour), you will find the rule listed in the Active tab.