ServiceNow

Add Service Now Integration

  1. Navigate to Administration -> Integrations

  2. Select + NEW INTEGRATION

  3. Select ServiceNow from the TYPE dropdown.

  4. Add the following:

    NAME

    Name of the Integration in Conduit.

    ENABLED

    Leave checked to enable the Integration.

    HOST

    Url of the ServiceNow Instance ex: https://your.instance.service-now.com

    USER

    A user in ServiceNow that is able to access the REST interface and create/update/delete incidents, requests, requested items, item options, catalog items, workflows, etc.

    PASSWORD

    Above ServiceNow user’s password

  5. Save Changes

Important

When using ServiceNow version London, the following steps must also be performed. An administrator needs to modify the access permissions on the ‘catalog_script_client’ and ‘io_set_item’ tables. This is performed by ensuring the ‘Can create’, ‘Can update’, and ‘Can Delete’ are checked under Application Access for ‘All application scopes’ for these tables.

ServiceNow Approval Policies

Add ServiceNow Provision Approval Policy to a Cloud

Note

Any Instance provisioned into a Cloud with an Approval Policy enabled will require approval.

To add a ServiceNow Approval policy to a Cloud:

  1. Navigate to Infrastructure -> Clouds

  2. Select a Cloud by clicking on the Cloud Name link

  3. Select the POLICIES tab

  4. Select + ADD POLICY

  5. Select Provision Approval

  6. Optionally enter a description for the Policy

  7. Configure the following:

    APPROVAL INTEGRATION

    Select the ServiceNow Integration already configured in Administration -> Integrations to use for the Approval Policy.

    WORKFLOW

    Select the ServiceNow workflow for the Approval workflow in ServiceNow. Note these workflows are configured and synced in from the ServiceNow Integration.

    TENANTS (if applicable)

    Only required for multi-tenant permission scoping. For the policy to apply to a sub-tenant, type the name of the tenant(s) and select the Tenant(s) from the list.

  8. Save Changes

Add ServiceNow Provision Approval Policy to a Group

Note

Any Instance provisioned into a Group with an Approval Policy enabled will require approval.

To add a ServiceNow Approval policy to a Group:

  1. Navigate to Infrastructure -> Groups

  2. Select a Group by clicking on the Group Name link

  3. Select the POLICIES tab

  4. Select + ADD POLICY

  5. Select Provision Approval

  6. Optionally enter a description for the Policy

  7. Configure the following:

    APPROVAL INTEGRATION

    Select the ServiceNow Integration already configured in Administration -> Integrations to use for the Approval Policy.

    WORKFLOW

    Select the ServiceNow workflow for the Approval workflow in ServiceNow. Note these workflows are configured and synced in from the ServiceNow Integration.

    TENANTS (if applicable)

    Only required for multi-tenant permission scoping. For the policy to apply to a sub-tenant, type the name of the tenant(s) and select the Tenant(s) from the list.

  8. Save Changes

Using ServiceNow Approval Policies

Any Instance provisioned into a Cloud or Group with an Approval Policy enabled will be in a PENDING state until the request in Approved.

Instances pending a ServiceNow approval will show “Waiting for Approval” with the Requested Item number and Request number, ex: Waiting for Approval [RITM0010002 - REQ0010002].

ServiceNow Approval requests are displayed in Operations -> Approvals. Instances pending a ServiceNow approval must be Approved in ServiceNow for provisioning to initiate. Approval requests from a ServiceNow Approval Policy cannot be approved in Conduit, only Internal Approvals.

ServiceNow Approval requests are displayed in Conduit under Operations -> Approvals. Pending ServiceNow Approval requests can be cancelled in Conduit by selecting the request and then selecting ACTIONS -> Cancel.

Once a pending ServiceNow Approval request is Approved in ServiceNow, the Instance(s) will begin to provision in Conduit within 5 minutes of being approved in ServiceNow.

ServiceNow Service Catalog Integration

The following is a guide to installing the Conduit ServiceNow application.

Important

A valid SSL Certificate is required on the Conduit Appliance for the ServiceNow plugin to be able to communicate with the appliance.

ServiceNow Configuration

  1. Install the Conduit Application from the ServiceNow store

  2. Navigate to Conduit Catalog -> Properties

  3. Set the following properties:

    Conduit Appliance Endpoint

    The full url to your Conduit appliance

    Password

    Password of the Conduit Administrator

    Username

    Username of the Conduit Administrator

  4. Create a new User

  5. Assign the following roles to the user:

    • x_moda_conduit_ca.integration
    • catalog_admin
    • itil
    • rest_service

Important

When using ServiceNow version London, the following steps must also be performed. An administrator needs to modify the access permissions on the ‘catalog_script_client’ and ‘io_set_item’ tables. This is performed by ensuring the ‘Can create’, ‘Can update’, and ‘Can Delete’ are checked under Application Access for ‘All application scopes’ for these tables.

Conduit Configuration

  1. Navigate to Administration -> Integrations
  2. Click + NEW INTEGRATION
  3. Select ‘ServiceNow’ in the Type field
  4. Fill in the Host, User and Password fields (using the User and Password created in the previous section)

ServiceNow Monitoring Integration Settings

Note

A ServiceNow Integration must be already configured in Administration -> Integrations to enable the ServiceNow Monitoring Integration.

Enabled
Enables the ServiceNow Monitoring Integration
Integration
Select from a ServiceNow Integration added in Administration -> Integrations
New Incident Action
The Service Now action to take when a Conduit incident is created.
Close Incident Action
The Service Now action to take when a Conduit incident is closed.

Incident Severity Mapping