ServiceNow Integration

Owned by Enterprise IT
May 10, 2024

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About ServiceNow Integration

In the ServiceNow Integration process, the Asset data (Fixed Assets and Accessories) is exported from SummitAI to ServiceNow. A Configuration Item (CI) is created for every exported Asset. This CI can be mapped to the applicable Incidents or Requests on ServiceNow. Incident or Request mapping information of respective Asset is imported from ServiceNow to SummitAI. The user can view the relationship on SummitAI application.

The Administrator needs to execute the sequential steps for integration of ServiceNow with SummitAI. This enables the exchange of data between both the applications (ServiceNow and SummitAI).

Note:

Please contact the SummitAI Support Team before performing the steps for ServiceNow integration. For few of the steps, only SummitAI Support Team has the required details and can be performed with their support.

Prerequisites

  • Ensure that ServiceNow instance is created.
  • Ensure that the User account is created for ServiceNow instance with Web_Service_Admin/Admin role.

Note:

It is recommended to use the time zone of the user’s location as GMT.

Data Integration Flow

    Figure:  Data  Integration Flow

To integrate ServiceNow:

  1. Configure ServiceNow in SummitAI application, see Configuring ServiceNow in SUMMITAI Platform.

  2. Configure ServiceNow Category Mapping in SummitAI application, see Mapping ServiceNow Category

  3. Execute the following jobs in SummitAI application:

Load ServiceNow Schema

Run SNOW_LOAD_SCHEMA job to load the basic ServiceNow schema details. This job loads the following information:

  • Asset classes
  • Asset fields corresponding to every Asset Class
  • Master type references for all Asset Classes
  • Fields for every Master Type
  • Model Categories from ServiceNow

Load ServiceNow Master Data

Run SNOW_LOAD_MASTERDATA job to load complete master data from ServiceNow for all the referred master types. If the master data is deleted or deactivated on ServiceNow, this job deactivates the same on the SUMMIT DB to keep it updated.

4. Execute the script for Business Rule in ServiceNow application, contact SummitAI Support Team.

5. Execute the Post Asset Data Job in SummitAI application.

Run SNOW_POST_ASSETDATA job to export Asset data from SUMMIT to ServiceNow. It exports all the Asset data that are updated after the last run of SNOW_POST_ASSETDATA job. After posting the Asset data, the integration process completes.

Troubleshooting

In case of any failure, refer the following table for the workaround:

Validation

Description

Action

Mandatory Fields

Some of the mandatory fields for ServiceNow are blank.

Update the mandatory fields with the proper data for every Asset.

Insufficient Data Size

Data entered in the SummitAI fields exceed the length provided for the mapped fields in ServiceNow.

Correct the Asset data on the SummitAI application or re-define the field size in ServiceNow.

Missing Master Data

Reference master data is not present in ServiceNow.

No action is required.  System inserts the master data in ServiceNow and processes the Asset data in the next cycle.

DN not Updated

Updated Asset data are not flown to DN tables as DN job is not run after the last Asset update.

No action is required.  System processes the Asset in the next cycle after DN is updated.

Load Relationship 

A CI is created for every Asset exported from SummitAI to ServiceNow. You can create the Business Rules on the ServiceNow application for Incident and Request to export the relationship information from ServiceNow to SummitAI with the help of outbound REST. It happens every time when there is a change in CI mapping for the Incident or Request. Under the Relationship tab of the ASSET DETAILS pop-up page, you can view the Relationship information exported to SummitAI for an Asset.

  1. Dynamic Web Service

A Dynamic Web Service, usp_AM_SaveSNowRelationship, is provided by default. The End Point and Content mapped in the Outbound REST message should invoke the Dynamic Web Service for saving relationship.

2. Outbound REST

Create an outbound REST message that invokes SummitAI's Dynamic Web Service, usp_AM_SaveSNowRelationship, with the following information and click SUBMIT:

Field Information:

Endpoint: <SummitUrl>/DC/REST/Summit_RESTWCF.svc/RESTService/CommonWS_Json ObjCall

Authentication Type: No authentication

After the successful creation of the outbound REST message, you can click the Outbound REST hyperlink to view the REST message details.

3. Create a new HTTP Method with the following information:

Field Information:

Name: Name of the HTTP method

HTTP Method: POST

Endpoint: <SummitUrl>/DC/REST/Summit_RESTWCF.svc/RESTService/CommonWS_Json ObjCall

Authentication Type: Inherit from parent/No authentication

4. Click the HTTP Request tab. If applicable, update the MID server, and add HTTP header. Use the following content and click SUBMIT or UPDATE:

Content-type: application/json

Content:

{"ServiceName":"ADM_Get_DynamicWebServiceResult","objCommonParamete rs":{"_ProxyDetails":  {"Password":"*********","UserName":"<webserviceuser Email>","ProxyID":0,"ReturnType":"JSON","OrgID":1},"ServiceName":"usp_AM_ SaveSNowRelationship","objDynamicWebService":{"InputString":"{\"TargetSysI d\":\"${TargetSysId}\",\"SourceSysId\":\"${SourceSysId}\",\"SourceModule\" :\"${SourceModule}\",\"SourceDisplayVal\":\"${SourceDisplayVal}\",\"Workg roup\":\"\",\"AssignedTo\":\"\",\"Severity\":\"\",\"CallerName\":\"\",\"Re solvedTIme\":\"\",\"RequestedTime\":\"\"}"}}}

4. To update Variable substitution section in ServiceNow application, contact SummitAI Support Team.

Upon successful integration of ServiceNow with SummitAI, the Assets or CIs exported from SummitAI can be linked to a ServiceNow Incident or SR.

Figure: ServiceNow Service Management page