ServiceNow Integration

App Portal / App Broker for ServiceNow 2016 | Settings > ServiceNow Integration

You enter ServiceNow settings on the Site Management > Settings > ServiceNow Integration view on the Admin tab.

Settings > ServiceNow Integration View

The Site Management > Settings > ServiceNow Integration view includes the following properties

Settings > ServiceNow Integration View

Property

Description

ServiceNow Integration

If you are integrating App Portal with the ServiceNow ITSM system, enter the following:

ServiceNow Instance URL

Enter the URL of your ServiceNow instance in the following format:

https://yourinstance.service-now.com 

Important • Do not use any special characters in the URL field. The only special character that is permitted is _ (underscore). Dashes (-) and other special characters are not permitted.

ServiceNow User Name

Enter your ServiceNow user account name.

ServiceNow Password

Enter your ServiceNow password.

ServiceNow Request State Mapping

App Portal Status / ServiceNow Status

In this area, you can map App Portal request status to ServiceNow request status. App Portal / App Broker can only return three different statuses to ServiceNow:

• Pending 
• Success 
• Failure 

You can manually map the above App Portal request statuses to ServiceNow request states. In the ServiceNow State Mapping area, enter the ServiceNow status that App Portal status maps to. For example, ServiceNow could have the following defined statuses:

• Pending Approval
• Approved
• Closed Complete
• Closed Incomplete
• Closed Canceled
• Closed Rejected

In this case, you could enter Pending Approval in the Pending field, Closed Complete in the Success field, and Closed Incomplete in the Failure field.

Click Test to test the configuration of the ServiceNow status mapping with the App Portal status.

Note • Whenever you get updates from System Center Configuration Manager (such as a successful or failed deployment), you could update the request state in ServiceNow (as defined by the administrator).

ServiceNow Catalog Item Integration

If you are connecting App Broker for ServiceNow with Service Now, specify the following options:

Sync catalog items with ServiceNow

Select this option to automatically sync all new catalog items to the connected ServiceNow catalog. The catalog items will be synced in a background task.

ServiceNow Variable Set Name

Enter App Portal Variable Set in this field.

The variables defined in this variable set determine what fields are displayed in ServiceNow when requesting an App Portal catalog item in the standard ServiceNow interface.

ServiceNow Import Set table for saving App Portal catalog details

Enter the name of the ServiceNow Import Set table that stores the published catalog item details. By default, this value is:

x_fls_appportal_import_service

Test

Click to test the ServiceNow connection settings.

Delete Catalog Operations and Mapping

Click to edit the ServiceNow Import Set table name.

Enable all software items to sync with ServiceNow

For existing App Portal customers who already have defined catalog items, click Enable to sync all existing catalog items with the ServiceNow catalog. If do you not click this button, only new and updated catalog items will be synced.

ServiceNow Catalog Operations

Enter the names of the ServiceNow operations that create, update, and delete a ServiceNow Import Set.

Import Set create operation

By default, this value is Create ServiceNow Import Set Record.

Import Set update operation

By default, this value is Update ServiceNow Import Set Record.

Import Set delete operation

By default, this value is Delete ServiceNow Import Set Record.

App Portal / App Broker for ServiceNow™ 2016 Administration Guide

09 August 2016

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