Connecting App Broker with ServiceNow
App Portal 2017
After you have imported the App Portal update set, as described in Importing and Configuring the Flexera Software App Portal Update Set in ServiceNow, you need to connect App Broker with that instance of ServiceNow.
To connect App Broker with ServiceNow:
Tip • Make sure that you have already uploaded the App Broker license file and added connection information for all desired deployment systems.
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Open the Site Management > Settings > ServiceNow Integration view. The ServiceNow Integration view opens. |
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Under ServiceNow Integration, enter the following: |
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ServiceNow Instance URL—Enter the URL of your ServiceNow instance in the following format: |
https://yourinstance.service-now.com
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ServiceNow User Name—Enter your ServiceNow user account name. |
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ServiceNow Password—Enter your ServiceNow password. |
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.
Important • The account used to connect must have access to invoke web methods in ServiceNow.
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Under ServiceNow Integration, click Test. App Broker will connect to that instance of ServiceNow and will obtain integration settings. |
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Under ServiceNow Integration, click Create Default ITSM Operations to create the ITSM operations in App Portal for the Incident Management and Request Management features in ServiceNow. |
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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, or Failure. You can manually map the above App Portal request statuses to ServiceNow request states. In the Pending, Success, and Failure fields 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: |
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).
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Under ServiceNow Employee App Provisioning, perform the following steps: |
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Enter x_fls_appportal_task_sequence_requests in the ServiceNow Employee App Requests data table field. |
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Click Test to test the connection to the table. |
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Click Create Employee App Provision Operations to create operations in App Portal for this ServiceNow table. |
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Under ServiceNow Catalog Item Integration, perform the following steps: |
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Select the Sync catalog items with ServiceNow to automatically sync all new catalog items to the connected ServiceNow catalog. |
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In the ServiceNow Variable Set Name field, enter App Portal Variable Set. |
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In the ServiceNow Import Set table for saving App Portal catalog details, enter: |
x_fls_appportal_import_service
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Click Test to validate the entries. |
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Click Create Catalog Operations to create ServiceNow catalog operations. |
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If you are an existing App Portal customer who has already defined catalog items, you have to click the Enable button next to Enable all software catalog items to sync with ServiceNow to sync existing catalog items with ServiceNow. If you do not click this button, only new and updated catalog items will be synced with ServiceNow. |
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After you click the Create Catalog Operations button under ServiceNow Catalog Item Integration, the ServiceNow Catalog Operations area is displayed. Enter the following names of the ServiceNow operations that create, update, and delete a ServiceNow import set, which are: |
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Import Set create operation—By default, this is set to Create ServiceNow Import Set Record. |
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Import Set update operation—By default, this is set to Update ServiceNow Import Set Record. |
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Import Set delete operation—By default, this is set to Delete ServiceNow Import Set Record. |
Click Sync Catalog Now to sync ServiceNow with the App Portal catalog.
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Click Save to save your settings. |
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