Contents

Title and Copyright Information

Preface

• Audience
• Documentation Accessibility
• Related Documents
• Conventions
• What's Changed

1 Introduction to the ServiceNow Ticketing Connector

• 1.1 ServiceNow Ticketing Connector Overview
• 1.2 Auto Ticketing
• 1.3 Manual Ticketing
• 1.4 Ticket Templates
• 1.5 Grace Period Setting
• 1.6 Retry
• 1.7 Versions Supported
• 1.8 Protocol Supported

2 Installing and Uninstalling the ServiceNow Ticketing Connector

• 2.1 ServiceNow Ticketing Connector Prerequisites
• 2.2 Installing the ServiceNow Ticketing Connector
  • 2.2.1 Downloading the Connector
  • 2.2.2 Installing the Connector
  • 2.2.3 Installing the Connector if Enterprise Manager is in "Offline" Mode
• 2.3 Uninstalling the ServiceNow Connector

3 Configuring the ServiceNow Ticketing Connector

• 3.1 Configuring ServiceNow to Support the Enterprise Manager ServiceNow Connector
• 3.2 Creating a Connector Instance
• 3.3 Configuring a Connector Instance
• 3.4 Enabling or Disabling the Connector
• 3.5 Deleting the Connector

4 Creating ServiceNow Tickets

• 4.1 Automatically Creating a Ticket
• 4.2 Manually Creating a Ticket
• 4.3 Postcreation Advisory Information

5 Working with Ticketing Templates

• 5.1 Default Ticketing Templates
• 5.2 Standard Fields Mapping
• 5.3 Priority and Severity Mapping
• 5.4 State Mapping
• 5.5 Customizable Fields
• 5.6 Customizing an Existing Template
• 5.7 Creating a New Custom Template
• 5.8 Exporting a Template File
  • 5.8.1 Exporting Installation Files to a Managed Host
  • 5.8.2 Exporting Installation Files to Your Workstation
• 5.9 Restoring Templates

6 Enabling SSL for HTTPS

• 6.1 Importing the Server Certificate on Enterprise Manager

7 Troubleshooting the ServiceNow Connector

• 7.1 ServiceNow BasicAuth Script Not Configured Correctly
• 7.2 Insufficient User Permissions
• 7.3 SSL Not Enabled for HTTPS
• 7.4 Errors from Oracle Enterprise Manager
  • 7.4.1 Invalid Web Service Credentials
  • 7.4.2 Invalid IP Address
  • 7.4.3 Invalid Port Number
  • 7.4.4 Firewall Blocking Access
  • 7.4.5 Unknown Host
  • 7.4.6 Invalid XML Format