ServiceNowTicket

This connector opens tickets in ServiceNow for manual provisioning.

This page is about Ticket/ServiceNow.

Overview

ServiceNow is a cloud-based company that provides software as a service (SaaS) for technical management support. The company specializes in IT service management (ITSM), IT operations management (ITOM) and IT business management (ITBM), allowing users to manage projects, teams and customer interactions via a variety of apps and plugins.
This section focuses on ServiceNow ticket creation for the fulfillment of resources that can't or shouldn't be performed with an existing fulfill. To learn about how to manage entities, see ServiceNow Entity Management.

Prerequisites

Implementing this connector requires:

• reading first the appsettings documentation;
• a service account with the snc_platform_rest_api_access role, as well as reading and writing permissions on the target ServiceNow instance;
• the version ServiceNow London or later;
• the appropriate configuration in ServiceNow of authentication, Basic or OAuth.

Export

This connector exports some of ServiceNow entities, see the export capabilities of the ServiceNow connector. Some entities cannot be exported.

Fulfill

This connector writes to ServiceNow to create incident and request tickets containing information to create, update or delete a resource. It does not create nor update a resource directly.

Once created, the ticket is managed in ServiceNow, not in Usercube.

When the ticket is closed or canceled, Usercube updates the provisioning state of the resource accordingly.

See the fulfill capabilities of the ServiceNow connector.

For example:

appsettings.agent.json
{
  ...
  "Connections": {
    ...
    "ServiceNowFulfillManual": {
        "Server": "https://instance.service-now.com/api/now/table",
        "Login": "login",
        "Password": "password"
    }
  }
}

Authentication

Password reset

See how to configure password reset settings.

When setting a password for a ServiceNow user, the password attribute is set to the chosen value and the user's password_needs_reset attribute is set to true.

Credential protection

Data protection can be ensured through:

• RSA encryption, configured in the appsettings.encrypted.agent.json file;
• an Azure Key Vault safe;

Attribute	Naming Convention for the Key in Azure Key Vault
Server	Connections--<identifier>--Server
Login	Connections--<identifier>--Login
Password	Connections--<identifier>--Password
ClientId	Connections--<identifier>--ClientId
ClientSecret	Connections--<identifier>--ClientSecret
OAuth2Url	Connections--<identifier>--OAuth2Url
TicketCookieDirectoryPath	Connections--<identifier>--TicketCookieDirectoryPath
ResponseSizeLimit	Connections--<identifier>--ResponseSizeLimit

• a CyberArk Vault able to store Active Directory's Login, Password, Server, ClientId and ClientSecret.

Protected attributes are stored inside a safe in CyberArk, into an account whose identifier can be retrieved by Usercube from appsettings.cyberark.agent.json.

For example:

appsettings.cyberark.agent.json
{
  ...
  "Connections": {
    ...
    "ServiceNowFulfillManual": {
        "Login": "ServiceNowFulfillManual_CyberArkKey",
        "Password": "ServiceNowFulfillManual_CyberArkKey",
        "Server": "ServiceNowFulfillManual_CyberArkKey",
        "ClientId": "ServiceNowFulfillManual_CyberArkKey",
        "ClientSecret": "ServiceNowFulfillManual_CyberArkKey"
    }
  }
}