vCO ServiceNow Plug-in
Contents
1. o aaaaaaaaaaa m o Provision vDC Wm ni rem quen Service Now Incident Crea amp Export as template o Virender X Delete e Edit access rights o Service Now Incident Upd 7 Edt Ctri E Test o ServiceNow Problem Creation Policy o Service Now Incident eam Authorizations gt Inventory Connected as Administrator Administrator Server version 4 2 1 build 555 Application version 4 2 1 build 555 EB Policy Engine 3 i Navigate to the Scripting Tab j Right Click on the policy and select Add Policy Element Provision General Events Logs Permissions Provision vDC Vm lZ5 Add policy element 8 tag O Servic Add periodic task demoO3 service now com IT Add trigger event Add attribute 3 lt 43 Name Type Value Description Policy Engine 4 INTERA Information Technologies Page 20 vCO ServiceNow Plug in User Manual k Select the ServiceNow Instance Provision vDC Vm General Scripting METE Logs Permissions El Q Provision vDC Vm E B tag 0 ServiceNowITSM ServiceNowlnstance demo03 service now com 3 B gn Select a policy element type m a Name IvC ClusterComputeResource Description VC ComputeResource VC DatacenterFolder VC HostFolder2. 1 nenne ressent 9 3 PROBLEM MANAGEMENT sse soo 12 MONITORING SERVICENOW FOR EVENTS IN PROBLEM MANAGEMENT eese nennen nennen nennen tenens nnne nennen nne 12 EXECUTION OF WORKFLOWS UNDER PROBLEM nennt enne nee 12 ATAS MANAGEMENT e 15 EXECUTION OF WORKFLOWS UNDER TASK MANAGEMENT teet esee entente 15 S POLICY ENGINE M 18 dent A P 18 WORKING OF THE oM nose M 23 6 EMAIL NOTIFICATION 25 Information Technologies Page 1 ServiceNow Plug in User Manual About This Book The ServiceNow Plug in Deployment Guide explains how to deploy the Service Now Plugin in VMware Orchestrator Intended Audience This information is intended for anyone who is installing and configuring the ServiceNow Plug in and using the workflow library actions and API classes The information in this document is written for experien
3. DON T start the A Scheduler Priority 1 UL ur Startup user administrator Workflows User permissions iew contents v Add to package MIEdit contents Actions Resources J Policy Templates Policy name Description Provision vDC Name o Cancel Ok Q aaaaaaaaaaa o Provision vDC vm Testi o Service Now Incident Creation Policy Virender o Star Service Now Incident Updation Policy Test ServiceNow Problem Creation Policy o Service Now Incident e E vu 87 Authorizations p Inventory Connected as Administrator Administrator Server version 4 2 1 build 555 Application version 4 2 1 build 555 W3 4 ng mi Policy Engine 2 e Click on OK f Anew policy will be created g Right click on the newly created policy h Click on Edit INTERA Information Technologies Page 19 vCO ServiceNow Plug in User Manual Orchestrator Viewer Selection Tools Admin Window Help AQ orchestrator Provision vDC Vm gt Configurations General Scripting ere Logs Permissions E Provision vDC E B tag 0 ServiceNowITSM ServiceNowlnstance derno03 service now com Web Views Scheduler Workflows B Resources A 2 lt D m D Value Description Policy Templates
4. Inputthe parameters as requested Please refer screenshot for the same C Specify the ServiceNow Instance Pay TERA Information Technologies Page 9 vCO ServiceNow Plug in User Manual d Mention Change Number Start Workflow Retrieve Change ServiceNowlnstance A demo 3 service naw com e Change number 0030081 Reset to default Cancel Submit Change 2 2 3 Update Change a Right Click on Update Change and select Start Workflow b Inputthe parameters as requested Please refer screenshot for the same C Specify the ServiceNow Instance d Mention Change Number e Add a Short description f Add a Description Start Workflow Update Change Sereen 69 demo03 service now com e ShortDescription Test Description Test Reset to default Cancel Submit Change 3 2 4 Delete Change a Right Click on Delete Change and select Start Workflow b Inputthe parameters as requested Please refer screenshot for the same C Specify the Service Now Instance d Mention Change Number INTERA Information Technologies Page 10 ServiceNow Plug in User Manual i Start Workflow Delete Change E ServiceMowlnstance demod3 service now corm i Change number CHG O0030081 Reset to default Sancel Submit Change 4 INTERA Information Technologies Page 11 vCO ServiceNow Plug in User Manual 3 Problem Management Problem Management helps to ide
5. Incident Add workflow Notes and select Start Workflow b Inputthe parameters as depicted in the screenshot C Specify the ServiceNow Instance d Mention Incident Number e Add Work Notes start Workflow Update Incident Add Workflow Notes Service Now Instance 4 demo 3 service now com e Incident number IM OO10181 Work Notes Test Reset to default Cancel Submit Incident 7 1 8 Update Incident Short Description Right Click on Update Incident Short Description and select Start Workflow b Inputthe parameters as requested Please refer screenshot for the same C Select the ServiceNow Instance d Mention Incident Number e Adda Short description INTERA Information Technologies Page 7 ServiceNow Plug in User Manual Start Workflow Update Incident Short Desc Service Now Instance i demo03 service now com Incident number 420010181 ShortDescription Test Resetto default Cancel submit Incident 8 1 9 Delete Incident a Right Click on Delete Incident and select Start Workflow b Input the parameters as requested Please refer screenshot for the same c Specify the ServiceNow Instance d Mention Incident Number f start Workflow Delete Incident ServiceNowlnstance demo 3 service naw com e Incident number INCOO1 0181 Reset to default Cancel Submit Incident 9 INTERA Information Technologies Page 8 vCO Service
6. Now Plug in User Manual 2 Change Management Service Now helps implement your Change Management process by providing on demand capabilities for creating assessing approving and implementing changes to your environment Possible Operations a Insert a new change Enabling the automatic creation of incidents b Allow assigning of change to appropriate groups and or users c Updating change d Retrieve Change Allow escalating and managing the change e Delete Change Delete existing Change Monitoring ServiceNow for Events in Change Management Monitoring the change requests logged in ServiceNow by periodically checking for changes in ServiceNow where the polling time will be configurable and propagating the events as vCO events This will allow vCO workflows to be executed using the information from the events Execution of workflows under Change Management 2 1 Insert Change a Right Click on Insert Change and select Start Workflow b Inputthe parameters as requested Please refer screenshot for the same Start Workflow Insert Lhange Serviceloevwlnztance o de MO Z service now com e AssignedTo Test ShortDescription Test Description Test Reset to default Cancel Submit Change 1 2 2 Retrieve Change a Right Click on Retrieve Change and select Start Workflow b
7. Painrerea Information Technologies vCO ServiceNow Plug in User Manual Interra Information Technologies Information Technologies Page 0 vCO ServiceNow Plug in User Manual TABLE OF CONTENTS ABOUT THIS 2 INTENDED AUDIENCE 2 PROCURING PLUG IN amp ADDITIONAL SUPPORT SERVICES sssessessessessessessessescessesseesessessessescesessqssesness 2 TECHNICAL 2 INTRODUCTION M 3 COMPONENTS FOR VCO SERVICENOW PLUG AN scena suerte Kee I spa moon e EG 3 1 INCIDENT MANAGEMENT 2055 9 11 iranton 4 MONITORING SERVICENOW FOR EVENTS IN INCIDENT MANAGEMENT 1 2 4 1 1 4 EXECUTION OF WORKFLOWS UNDER INCIDENT 1 2 2 teen 4 2 CHANGE MANAGEMENT 9 MONITORING SERVICENOW FOR EVENTS IN CHANGE MANAGEMENT 1 2 2 4 4402 4 1100 nennen nnne teen nenne tenere nnns 9 EXECUTION OF WORKFLOWS UNDER CHANGE
8. ced users who are familiar with vCenter Orchestrator workflow development and VMware vSphere For more information about vCenter Orchestrator see http www vmware com support pubs orchestrator_pubs html For more information about vCenter Server 5 0 see http www vmware com support pubs vsphere esxi vcenter server pubs html Procuring Plug in amp Additional Support Services For any queries and information on the process for receiving the plug in and additional services you may contact ServiceNow Plug in Sales Support through email Email support Sales snplugin interrait com Technical Support For any technical queries suggestions or more information you may contact ServiceNow Plug in Technical Support through email Email support SupportSN interrait com Pay TERA Information Technologies Page 2 vCO ServiceNow Plug in User Manual Introduction Many users require IT operational and service management tasks to be tracked and handled through ServiceNow A vCO ServiceNow plug in can offer automation of the common business processes related to IT service management and allow customization of already automated processes This user manual explains basic know how of using Service Now Plug in with vCO Components for vCO ServiceNow Plug in The vCO implements the following components of the Service Now Plug in a Incident management b Problem management c Task management d Change management Once the p
9. d vApp virtus 5 E EN obe RU IMUNAJ Locking serviceNowITSM ServiceNowIlT t Not set x Acti References string SN amp Validate workflow 5 Show version history Resources Delete all Finished workflow run Policy Templates X Delete Synchronize Q Policies Edit access rights Edit Cti E Authorizations a T Inventory Connected as Administrator Administrator Server version 4 2 1 build 555 Application version 4 2 1 build 555 Txt Policy Engine 9 e Poll would check if there is any new instance created in the ServiceNow Instance f If an instance is created it would generate an event which will be listened by the policy g After execution of the above step triggering starts h Oninitiation of the trigger Provision VM vDC workflow would be called and hence user interaction would be required i This would in turn create a VM INTERA Information Technologies Page 24 vCO ServiceNow Plug in User Manual 6 Email Notification Service now provides a subscription based notification mechanism allowing users to pro actively subscribe to different items within the system that may be of interest to them Subscription based notification enables users with the appropriate role to subscribe to certain notifications and configure conditions and schedules for those notifications When subscription based notification is enabled the system checks the user s subscription preferenc
10. e basic units of repeatable IT activities High frequency repeatable and consistent activities are candidates for automation via vCO Possible Operations a Insert a new Task Enabling the automatic creation of incidents b Allow assigning of task to appropriate groups and or users Updating Task d Retrieve Task Allow escalating and managing the incidents e Delete Task Delete existing Incident Execution of workflows under Task Management 4 1 Insert Task a Right Click on Insert Task and select Start Workflow b Input the parameters as requested Please refer screenshot for the same f i Start Workflow Insert Task ServiceMowlnstance TI demo 3 service now com e AssignedTo Description mk gc ShortDescription Test Reset to default Cancel Submit Task 1 4 2 Retrieve Task a Right Click on Retrieve Task and select Start Workflow b Inputthe parameters as requested Please refer screenshot for the same C Specify the ServiceNow Instance d Mention Task Number Information Technologies Page 15 vCO ServiceNow Plug in User Manual start Workflow Retrieve Task ServiceNowlnstance A demon3 service naw carn e Task number TASKO020067 Resetto default Cancel Submit Task 2 4 3 Update Task Right Click Update Task and select Start Workflow b Inputthe parameters as requested Please refer screenshot for the same C Specify the ServiceNo
11. equested Please refer screenshot for the same Information Technologies Page 5 ServiceNow Plug in User Manual Start Workflow Update Incident e ServiceNowlnstance F demo 3 service now com Incident number 333 Comments Test Description Test ShortDescription Test Reset to default Cancel Submit Incident 4 1 5 Update Incident Add Comments a Right Click on Update Incident Add Comments and select Start Workflow b Inputthe parameters as requested Please refer screenshot for the same C Specify the ServiceNow Instance d Mention Incident Number e Write a comment Ci start Workflow Update Incident Add Comments Service Now Instance Q demo03 service now com e Incident number 1140010181 Comments Test Reset to default Cancel Submit Incident 5 1 6 Update Incident Add Watch List a Right Click on Update Incident Add Watch List and select Start Workflow b Inputthe parameters as requested Please refer screenshot for the same C Specify the ServiceNow Instance d Mention Incident Number e Add a watch list INTERA Information Technologies Page 6 vCO ServiceNow Plug in User Manual start Workflow Update Incident Add Watch List Service Mow Instance derno03 service now com e Incident number 1420010181 Watch List Test Reset to default Cancel Submit Incident 6 1 7 Update Incident Add Workflow Notes Right Click on Update
12. es before a message is delivered If the system finds an appropriate subscription record it checks any filter and schedule preferences relevant to the message If the preferences permit delivery the system sends the notification to the device specified email How it Works 1 ServiceNow Instance configured to send email will send an email to the Email Box 2 vCO has in build Email Plug in which polls the Box using POP3 Protocol 3 Email Plug in does the following a Parsethe Email b Extract the number details c Gotothe ServiceNow Instance and get the Details of the various components Information Technologies Page 25
13. he events Execution of workflows under Incident Management 1 1 Insert Incident a Right Click on Insert Incident and select Start Workflow b Input the parameters as requested Please refer screenshot for the same Start Workflow Insert Incident ServiceNowlnstance gt demo 3 service now com AssiqnedTa Test mycompany com Callerld Test Description Test hortDescription Test _ Reset to default Cancel Submit Incident 1 Pay TERA Information Technologies Page 4 vCO ServiceNow Plug in User Manual 1 2 Resolve Incident a Right Click on Resolve Incident and select Start Workflow b Input the parameters as requested Please refer screenshot for the same C Specify the ServiceNow Instance d Mention Incident Number start Workflow Resolve Incident ServiceNowlnstance o demn 3 service naw com Incident number 0010181 Reset to default Cancel Submit Incident 2 1 3 Retrieve Incident a Right Click on Retrieve Incident and select Start Workflow b Input the parameters as requested Please refer screenshot for the same C Specify the ServiceNow Instance d Mention Incident Number Ci start Workflow Retrieve Incident ServiceNowlnstance Th demo 3 service now com e Incident number 1420010181 Reset to default Cancel Submit Incident 3 1 4 Update incident a Right Click on Update Incident and select Start Workflow b Inputthe parameters as r
14. lug in will expose the Service Now APIs for Incident management Problem management Task management and Change Management the users can use the Service Now API functionalities in automated way using vCO workflows Pay TERA Information Technologies Page 3 ServiceNow Plug in User Manual 1 Incident Management The Service Now platform supports the Incident Management process Few of the features related to incident management may be automated through vCO by providing following set of operations Possible Operations a Insert Incident This enables the automatic creation of incidents b Update Incidents 1 Resolve Incident vCO checks for any resolved incident and updates its status to Resolved 2 Update Incident by adding comments 3 Update Incident Add Watch List Add self or user or an email to Watch list 4 Update Incident Add Workflow Notes Append incident to facilitate communication and serve as updates between the concerned parties 5 Update Incident by editing it short description c Retrieve Incident Allow escalating and managing the incidents d Delete Incident Delete existing Incident Monitoring ServiceNow for Events in Incident Management Monitoring the incidents logged in ServiceNow by periodically checking for changes in ServiceNow where the polling time will be configurable and propagating the events as vCO events This will allow vCO workflows to be executed using the information from t
15. ntify the cause of an error in the IT infrastructure reported as occurrences of related incidents The ServiceNow platform supports the Problem Management process with capabilities to record problems create knowledge from problems request changes assign to appropriate groups escalate and manage through to resolution and reporting Possible Operations a Insert a new Problem Enabling the automatic creation of incidents b Allow assigning of problem to appropriate groups and or users c Updating Problem d Retrieve Problem Allow escalating and managing the problem e Delete Problem Delete existing Problem Monitoring ServiceNow for Events in Problem Management Monitoring the problems logged in ServiceNow by periodically polling for changes in ServiceNow where the polling time will be configurable and propagating the events as vCO events This will allow vCO workflows to be executed using the information from the events Execution of workflows under Problem Management 3 1 Insert Problem a Right Click on Insert Problem and select Start Workflow b Inputthe parameters as requested Please refer screenshot for the same start Workflow Insert Problem ServiceNowlnstance demnal3 service now corn e AssignedTo Test ShortDescription Test Description Test Reset to default Cancel Submit Problem 1 Pay TERA Information Technologies Page 12 vCO ServiceNow Plug in User Man
16. policy a Navigate to policy tab b Click on the drop down arrow C Select Create New Policy vMware vCenter Orchestrator Administrator 192 168 111 200 Orchestrator Viewer Selection Tools Admin Window Help EE POZe o Q o My Orchestrator Provision vDC Vm H H H H General Configurations Scripting Events Logs Permissions Pravision vDC m Packages Legal owner Check signature Web Views Startup On server startup DON T start the policy Bl Scneduter Priority Startup user administrator Workflows User permissions v view contents v Add to package v Edit contents Actions Description 55 Resources Templates Sort by Name Q Create new policy Provision vDC wm Apply Policy KI Apply Policy As EF Authorizations ay Inventory Connected as Administrator Administrator Server version 4 2 0 build 5277 Application version 4 2 0 build 5277 AI Policy Engine 1 INTERA Information Technologies Page 18 vCO ServiceNow Plug in User Manual d Input Policy Name Orchestrator Viewer Selection Tools Admin Window ZU0s W Q My Orchestrator Provision vDC Vm General NEBU NS vDC Vm Legal owner Check signature Configurations Packages 9 Startup server startup
17. t Edit Cti E Test ServiceNow Problem Creation Policy L1 Service Now Incident L1 TO Authorizations p Inventory Connected as Administrator Administrator Server version 4 2 1 build 555 Application version 4 2 1 build 555 W3 Policy Engine 8 c Gotothe Workflow Tab d Start the Poll workflow for Incident Creation INTERA Information Technologies Page 23 ServiceNow Plug in User Manual Orchestrator Selection Admin Window Viewer Tools 202 9 QO Q My Orchestrator Poll Problem Creation vmware General E gt Configurations Inputs Outputs Schema Presentation Parameters References Workflow Tokens Events Permissions Packages Web Views Scheduler Poll Problem Creation Version o o o Show version history Owner Check signature User permissions iew contents Adi ontents Server restart behavior Resume workflow run e EmailNotification Incident El i Problem E ER Pol a Poll Problem Creation Description P Start workflow 28 Delete Problem Start workflow as p 25 smon Schedule workflow 25 Retrieve Problem Schedule workflow As a Update problem Move workflow Provision vD C Vm Duplicate workflow E metes Type Value Description Copy of Ad
18. ual 3 2 Retrieve Problem a Right Click on Retrieve Problem and select Start Workflow b Input the parameters as requested Please refer screenshot for the same C Specify the ServiceNow Instance d Mention Problem Number Ci start Workflow Retrieve Problem ServiceNowlnstance demo 3 service now corm e Problem number PRBOO40030 Reset to default Cancel Submit Problem 2 3 3 Update Problem a Right Click on Update Problem and select Start Workflow b Input the parameters as requested Please refer screenshot for the same m Start Workflow Update problem ServiceNowlnstance demo 5 service now cor e Problem number PRBOO40030 AssignedTo Test State 1 0 ShortDescriptian Test Reset to default Cancel Submit Problem 3 3 4 Delete Problem a Right Click on Delete Problem and select Start Workflow b Input the parameters as requested Please refer screenshot for the same Specify the ServiceNow Instance d Mention Problem Number INTERA Information Technologies Page 13 vCO ServiceNow Plug in User Manual start Workflow Delete Problem ServiceNowlnstance 6 demo 3 service now com i Problem number PRBOO40030 Reset to default Cancel Submit Problem 4 INTERA Information Technologies Page 14 vCO ServiceNow Plug in User Manual 4 Task Management Task Management is about harmonizing the processes creating tasks Tasks ar
19. umber number gt System log SystemId is SysId O Method getTaskSysIDFromNumber ar allWorkflows new Array ar categories Server getAllWorkflowCategoriesi Description or i in categories Duk getWorkflowsOfCategory categories i Humber Signature String or each var in allWorkflows getTaskSysIDFromHumber string if w name Provision VM vCD Parameters ar workflowToLaunch number string ar myInput new Properties Policy Engine 7 INTERA Information Technologies Page 22 vCO ServiceNow Plug in User Manual Working of the Policy a Create Policy as mentioned in the above section Steps to create a policy b Right click on the policy and select Start Policy Orchestrator Viewer Selection Tools Admin Window Help 7 p Ze o E Q My orchestrator Provision vDC Vm Configurations General Scripting SEXE Logs Permissions LE Packages E Provision vDC Vm B tag 0 ServiceNowITSM ServiceNowlnstance demo03 service now com Web Views E Scheduler Workflows 4 Actions General B Resources A 2 lt 2 Lu 2 Name Type Value Description V Policy Templates Name amp Provision vDC Vm Testi Stop policy Service Now Incident amp Export as template Virender X Delete star Edit access rights Service Now Inciden
20. vC VmFolder VC HoskSystem VC ResourcePool VC Virtual pp vC VirtualMachine Cancel Ok Policy Engine 5 Right Click on the ServiceNow Instance and select add trigger event INTERA Information Technologies Page 21 ServiceNow Plug in User Manual Provision vDC Vm General Scripting WERT Logs Permissions amp Set element E OQ Provision E 0 ServiceNowITSM ServiceNowlInstance demo03 service now com General Owner 8 Moves Service Now METTI ERE as Name tag 0 Trigger IncidentUpdated Description z ProblemCreated Type ServiceNowITSM ServiceN ProblemUpdated Incident Updation Trigger ChangeRequestCreated ChangeRequestUpdated TaskCreated TaskUpdated OnExit Description Cancel Select trigger Policy Engine 6 m ln the screen below write a script and save it Provision vDC Vm General Scripting RETE Logs Permissions E Provision vDC B tag 0 ServiceNowITSM ServiceNowlnstance demrno03 service now com ET IncidentCreated Script Q Search API ystem log Incident Created e getRecordsTask string S ar number event getValue number getTask string Servicel System log Incide nt number is number getTaskNumberFromSysl getTaskSysIDFromNumbe insertChangeRequest Se us 4 SysId self getIncidentSysIDFromN
21. w Instance d Mention Task Number e Adda Short Description f Adda Description start Workflow Update Task ServiceNowlnstance B de m 003 RES Ice now com ShortDescription Test Description Test Reset to default Cancel Submit Task 3 4 4 Delete Task a Right Click on Delete Task and select Start Workflow b Inputthe parameters as requested Please refer screenshot for the same C Specify the ServiceNow Instance d Mention Task Number INTERA Information Technologies Page 16 vCO ServiceNow Plug in User Manual start Workflow Delete Task ServiceNowlnstance deroD3 service now como e Task number TASKDO020067 Reset to default Sancel Submit Task4 INTERA Information Technologies Page 17 vCO ServiceNow Plug in User Manual 5 Policy Engine The policy engine allows monitoring and event generation to react to changing conditions Policies can aggregate events from the platform or any of the plug ins which allows you to handle changing conditions on any of the integrated technologies Monitor certain events in the plugged in technology and start operations in the Orchestrator server if the events occur Policies can monitor policy triggers and policy gauges Policy triggers define an event in the plugged in technology that when it occurs causes a running policy to start an operation in the Orchestrator server for example running a workflow Steps to create a
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