Oracle® Enterprise Manager

ServiceNow Management Connector Installation and Configuration Guide

Release 12.1.0.1.0

E64520-01

August 2015

Oracle Enterprise Manager ServiceNow Management Connector Installation and Configuration Guide, Release 12.1.0.1.0

E64520-01

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Contents

List of Examples

List of Figures

List of Tables

Preface

- Audience

- Documentation Accessibility

- Related Documents

- Conventions

- What's Changed

1 Introduction to the ServiceNow Connector

- ServiceNow Connector Overview

- Auto Ticketing

- Manual Ticketing

- Ticket Templates

- Grace Period Setting

- Retry

- Versions Supported

- Protocol Supported

2 Installing and Uninstalling the ServiceNow Connector

- Prerequisites

- Installing the Connector

- Downloading the Connector

- Installing the Connector

- Installing the Connector if Enterprise Manager is in "Offline" Mode

- Uninstalling the ServiceNow Connector

3 Configuring the ServiceNow Connector

- Configuring ServiceNow to Support the Enterprise Manager ServiceNow Connector

- Creating a Connector Instance

- Configuring a Connector Instance

- Enabling or Disabling the Connector

- Deleting the Connector

4 Creating ServiceNow Tickets

- Automatically Creating a Ticket

- Manually Creating a Ticket

- Postcreation Advisory Information

5 Working with Ticketing Templates

- Default Ticketing Templates

- Standard Fields Mapping

- Priority and Severity Mapping

- State Mapping

- Customizable Fields

- Editing Templates

- Installing a New or Modified Template File

- Exporting a Template File

- Restoring Templates

6 Enabling SSL for HTTPS

- Importing the Server Certificate on Enterprise Manager

7 Troubleshooting the ServiceNow Connector

- ServiceNow BasicAuth Script Not Configured Correctly

- Insufficient User Permissions

- SSL Not Enabled for HTTPS

- Errors from Oracle Enterprise Manager

- Invalid Web Service Credentials

- Invalid IP Address

- Invalid Port Number

- Firewall Blocking Access

- Unknown Host

- Invalid XML Format

Index

List of Examples

- 2-1 Sample for Importing Catalog Archive

List of Figures

- 1-1 ServiceNow Connector Communication Between Components

- 3-1 "script includes" Filter

- 3-2 ServiceNow "Script Include" Window

- 3-3 ServiceNow "BASICAuth" Default Script

- 3-4 ServiceNow BASICAuth Replacement Script

- 3-5 Management Connectors Window Showing Unconfigured Connector

- 3-6 Configure Management Connectors Window

- 3-7 Select "Copy sys_id"

- 4-1 Create Rule Set

- 4-2 Add Actions for Events

- 4-3 Add Actions for Incidents

- 4-4 Incident Details in ServiceNow

- 4-5 ServiceNow Activity

- 4-6 Enterprise Manager Event Information

- 4-7 Incident Manager: All Open Incidents

- 4-8 Create Ticket

- 4-9 Create Ticket Pop-up Window

- 4-10 Ticket ID Link

- 5-1 Export Command Example

List of Tables

- 5-1 Default ServiceNow Templates

- 5-2 Enterprise Manager-to-ServiceNow Standard Fields Mapping

- 5-3 Enterprise Manager-to-ServiceNow Priority Mapping

- 5-4 Enterprise Manager-to-ServiceNow Severity Mapping

- 5-5 Enterprise Manager-to-ServiceNow State Mapping

- 5-6 Customizable ServiceNow Fields

- 7-1 Enterprise Manager Error Messages

Preface

This ServiceNow Management Connector Installation and Configuration Guide provides the required information to install and configure the ServiceNow Connector that integrates Oracle Enterprise Manager with ServiceNow.

Audience

This guide is written for Oracle Enterprise Manager system administrators who want to install and configure Management Connectors to enable integration between Oracle Enterprise Manager and other systems.

You should already be familiar with Oracle Enterprise Manager.

Documentation Accessibility

For information about Oracle's commitment to accessibility, visit the Oracle Accessibility Program website at http://www.oracle.com/pls/topic/lookup?ctx=acc&id=docacc.

Access to Oracle Support

Oracle customers that have purchased support have access to electronic support through My Oracle Support. For information, visit http://www.oracle.com/pls/topic/lookup?ctx=acc&id=info or visit http://www.oracle.com/pls/topic/lookup?ctx=acc&id=trs if you are hearing impaired.

Related Documents

For more information, see the following books in the Oracle Enterprise Manager documentation set:

- Oracle Enterprise Manager Cloud Control Basic Installation Guide

- Oracle Enterprise Manager Cloud Control Advanced Installation and Configuration Guide

- Oracle Enterprise Manager Cloud Control Administrator's Guide

- Oracle Enterprise Manager Cloud Control Upgrade Guide

- Oracle Enterprise Manager Framework, Host, and Services Metric Reference Manual

- Oracle Enterprise Manager Command Line Interface

- Oracle Enterprise Manager Cloud Control Extensibility Programmer's Guide

The latest versions of this and other Oracle Enterprise Manager documentation can be found at:

http://docs.oracle.com/en/enterprise-manager/

Oracle Enterprise Manager also provides extensive online help. Click Help on any Oracle Enterprise Manager page to display the online help system.

Conventions

The following text conventions are used in this document:

Convention

Meaning

boldface

Boldface type indicates graphical user interface elements associated with an action, or terms defined in text or the glossary.

italic

Italic type indicates book titles, emphasis, or placeholder variables for which you supply particular values.

monospace

Monospace type indicates commands within a paragraph, URLs, code in examples, text that appears on the screen, or text that you enter.

What's Changed

This table provides a brief overview of the document changes for the latest publication of the Oracle Enterprise Manager ServiceNow Management Connector Installation and Configuration Guide:

Part Number

Change Summary

E64520-01

New document for ServiceNow Management Connector.

1 Introduction to the ServiceNow Connector

This chapter introduces you to the ServiceNow connector, including features of the connector, supported versions, and supported protocols.

This chapter covers the following topics:

- ServiceNow Connector Overview

- Auto Ticketing

- Manual Ticketing

- Ticket Templates

- Grace Period Setting

- Retry

- Versions Supported

- Protocol Supported

ServiceNow Connector Overview

The ServiceNow connector integrates Oracle Enterprise Manager with ServiceNow through an HTTPS connection. Using this connector you can create, update, resolve, close, or reopen tickets (incident tickets) on the ServiceNow system for any incident generated in Enterprise Manager.

Note:
Incident tickets in ServiceNow are referred to as tickets in Enterprise Manager and the ServiceNow Connector.

The ticket generated by the connector contains the relevant information about the Enterprise Manager incident, including a link to the Enterprise Manager console to enable service desk analysts to leverage Enterprise Manager's diagnostic and resolution features to resolve the incident. In Enterprise Manager, the ticket ID and link to the ServiceNow console is shown in the context of the incident. This provides Enterprise Manager administrators with status information and an easy way to quickly access the ticket.

Figure 1-1 shows the communication between the various components of the ServiceNow connector:

Figure 1-1 ServiceNow Connector Communication Between Components

Auto Ticketing

Auto ticketing refers to creating or updating tickets automatically for any matching rule(s) in Enterprise Manager. You can define a set of event or incident rules for which tickets must be opened/updated for changes in underlying event or incident attributes. For example, changing event severity from Warning to Critical can update the associated ticket.

See the "Incident Management" chapter in the Oracle Enterprise Manager Administrator's Guide for more information:

https://docs.oracle.com/cd/E24628_01/doc.121/e24473/incident_mgmt.htm

After the ticket is opened, any subsequent update of the incident attributes or underlying event attributes, such as a change in underlying events severity, updates the ticket. After the incident is cleared in Enterprise Manager, the ticket is updated and you can optionally go to ServiceNow to close the ticket, or use a template that automatically closes/resolves the ticket in ServiceNow.

See Also: Automatically Creating a Ticket

Manual Ticketing

From the Enterprise Manager console, you can manually open a ServiceNow ticket based on an open incident in Enterprise Manager. The ServiceNow connector populates the ticket with details based on the incident and the ticket template selected.

See Also: Manually Creating a Ticket

Ticket Templates

Ticket templates are XML transformation style sheets that transform Enterprise Manager incident information to a ticket format before the requests are sent to ServiceNow. A ticket template specifies how an Enterprise Manager ticket and its associated event attributes can be mapped to the incident attributes of ServiceNow.

In Auto Ticketing, while setting up a rule, you select a configured connector and select the ticket template from the template list. The selected ticket template is used when a ticketing request is sent to ServiceNow. For manual ticketing, you must select a connector instance and ticket template before submitting a request for ticket creation.

The ServiceNow Connector includes three out-of-box default ticket templates. You can customize default templates according to your functional needs. Oracle recommends that you back up these factory-built templates before customizing them.

See Also: Chapter 5, "Working with Ticketing Templates."

Grace Period Setting

The Grace Period setting, available on the connector configuration page, enables you to prevent creating many tickets for frequently created incidents due to reoccurrence of the same event on which the incident was created.

For example, an event is raised and causes an incident to be created in Enterprise Manager. The rule defined to create the ticket enforces the ticket to be created on the ServiceNow system. If the grace period is one hour and the event is cleared at 10:00 a.m., this clears the incident and ticket. If the same event reoccurs before 11:00 a.m. and enforces creation of another incident, then the grace period functionality stops creation of a new ticket and reopens the same ticket instead.

If you want to reopen a ticket with the Create, Update, and Close template, then the associated user (that is, the account used when setting up the connector) must have the role admin in ServiceNow. If you want to reopen a ticket for incident occurrences that fall within the grace period without the ServiceNow admin role, set the ticket status to Resolved instead of Closed when the incident clears or use a different template. This setting enables the ServiceNow Connector to reopen the ticket if the same incident reoccurs within the grace period.

See Also: Configuring a Connector Instance

Retry

The Retry setting, available on the connector configuration page, enables you to specify whether a failed ticketing request needs to be retried within a configurable expiration time.

Enabling the Retry option gives you the option of specifying whether you want to resend a ticketing request if the request fails the first time, and specifying the time period after which you want to abandon the retry. Enterprise Manager retries every 5 minutes until the request is successful or the retry interval expires.

See Also: Configuring a Connector Instance

Versions Supported

The ServiceNow Connector supports the following versions of Oracle Enterprise Manager and ServiceNow:

- Oracle Enterprise Manager Cloud Control 12c Release 4 (12.1.0.4.0) and later versions.

- ServiceNow versions Eureka and Fuji.

Protocol Supported

The ServiceNow Connector supports only the HTTPS protocol for communication between Enterprise Manager and ServiceNow. See Enabling SSL for HTTPS for instructions on importing the Server Certificate to Enterprise Manager.

2 Installing and Uninstalling the ServiceNow Connector

This chapter provides the information for installing and uninstalling the ServiceNow Connector.

This chapter covers the following topics:

- Prerequisites

- Installing the Connector

- Uninstalling the ServiceNow Connector

Prerequisites

Ensure that the following prerequisites have been met before continuing:

- ServiceNow SOAP Web Service must be accessible from Oracle Enterprise Manager.

- A ServiceNow account with appropriate permissions to manage incidents must exist. (See Table 5-1, "Default ServiceNow Templates" for details on required permissions for each template.)

- Add the BASICAuth script to Script Includes in ServiceNow (see Configuring ServiceNow to Support the Enterprise Manager ServiceNow Connector).

- Add the "Root Certificate Authority - Entrust.net Certification Authority (2048)" certificate as described in Enabling SSL for HTTPS

- My Oracle Support Preferred Credentials must be set. To set the credentials, perform the following steps:

1. From the Enterprise Manager Setup menu, select My Oracle Support, then select Set Credentials.

2. Enter the user name and password information, then click Apply.

Note:
These My Oracle Support credentials are required when there is an internet connection between your Enterprise Manager installation and My Oracle Support. If there is no connection, see Installing the Connector if Enterprise Manager is in "Offline" Mode for details.

- If using a proxy server, then the appropriate proxy server patch must be installed to support it.

Note:
Enterprise Manager communicates with service desk systems via web services. For cloud-based service desks such as ServiceNow, enterprises may mandate this communication be done via a proxy server. If you require use of a proxy server, a patch must be applied to Enterprise Manager to allow the configuration and use of a proxy server with the ServiceNow connector:

- For Enterprise Manager 12.1.0.5, use patch 21656413.

- For Enterprise Manager 12.1.0.4, use patch 21656421.

These patches are available from My Oracle Support:

https://support.oracle.com

Installing the Connector

This section describes how to download and install (apply) the connector. The ServiceNow connector is not included in the Enterprise Manager installation; so, you will need to download it from the Oracle Enterprise Manager store. All connectors in the Enterprise Manager store are available on the Self Update page for downloading.

This section covers the following topics:

- Downloading the Connector

- Installing the Connector

- Installing the Connector if Enterprise Manager is in "Offline" Mode

Downloading the Connector

To download the ServiceNow connector:

1. From the Enterprise Manager Setup menu, select Extensibility, and then select Self Update.

2. From the Self Update page, select Management Connector to list the connectors that are available. Look for the ServiceNow connector in the table list. If it does not appear, go to the next step.

3. Click Check Updates to schedule a job to collect the metadata for the connector.

Refer to the "Setting up Self Update" section of the "Updating Cloud Control" chapter in the Oracle Enterprise Manager Cloud Control Administrator's Guide for more details:

http://docs.oracle.com/cd/E24628_01/doc.121/e24473/self_update.htm#EMADM13225

Note:
You can also set up Self Update in offline mode. See the "Applying an Update in Offline Mode" section from the Oracle Enterprise Manager Cloud Control Administrator's Guide for details:

http://docs.oracle.com/cd/E24628_01/doc.121/e24473/self_update.htm#EMADM13232

Installing the Connector

1. From the Enterprise Manager Setup menu, select Extensibility, and then select Self Update.

2. Get a list of available connectors. On the Self Update page, click Management Connector to get the list of available connectors.
The ServiceNow connector should appear in the list with a status of Available.

3. Click the appropriate ServiceNow connector to select it, and then click Download.
The Schedule Download window appears, in which you can determine when the download should be performed.

4. Click Select to download immediately.
If you want to schedule the download for a later time, specify the date and time when the download should occur, and click Select. You will need to return and finish the remainder of this procedure after the scheduled download date and time.

5. If necessary, refresh the screen until the status of the connector changes to Downloaded.

6. Click the ServiceNow connector to select it, and then click Apply.
After you respond to the prompt to confirm the operation, a page appears that indicates the request has been submitted.

7. Refresh the screen until the status of the connector changes from Apply Scheduled to Applied.

Installing the Connector if Enterprise Manager is in "Offline" Mode

Under certain circumstances, such as in high security environments, an active internet connection between Enterprise Manager and the Enterprise Manager Update Store may not be available. In such situations, Enterprise Manager can be set to install the connector in an "offline" mode.

The installation process still requires that a computer exist at your site that has internet access, as a connection to the Enterprise Manager Update Store is still required to obtain the necessary files. The files that you download to this computer can then be transferred to a computer behind your firewall.

To install the connector if Enterprise Manager is in "offline" mode:

1. From the system that you will ultimately deploy the connector, set Enterprise Manage Cloud Control to Offline Mode:

1. From the Setup menu, select Provisioning and Patching, then select Offline Patching.

2. In the Online and Offline Settings page, select Offline.

2. From the Setup menu, select Extensibility, and then select Self Update.

3. On the Self Update page, click Check Updates. A message appears with a URL to an Oracle site from where the updates catalog file can be downloaded.

4. From an internet-enabled computer, download the catalog file from the URL provided.

5. Copy the downloaded catalog file to the OMS host or the Management Agent host where you plan to import the connector.

6. Import the catalog file to Enterprise Manager:

- If the catalog file is on the OMS host:

emcli import_update_catalog -file="file" -omslocal

Where:

-file: is the direct path to the connector archive (*.zip)

-omslocal: indicates that the path mentioned in the -file option is directly accessible to the Enterprise Manager server

- If the catalog file is on a different host:

emcli import_update_catalog -file="file" -host="hostname" [-credential_set_name="setname"] | -credential_name="name" -credential_owner="owner"

Example 2-1 shows a sample for importing the catalog archive.

7. On the Self Update page, in the table, click Management Connectors.

8. On the Connector Updates page, select the imported update that is available for download. Click Download.
A message appears with a URL to an Oracle site from where the update can be downloaded.

9. From a computer that is connected to the internet, download the update using the aforementioned URL.

10. Copy the downloaded file to the OMS host or the Management Agent host where you plan to deploy the connector.

11. To import the downloaded connector archive into Enterprise Manager, run the following command:

emcli import_update -file="<path to *.zip file>" -omslocal

Where:

-file: is the direct path to the connector archive (*.zip).

-omslocal: indicates that the path mentioned in the -file option is directly accessible to the Enterprise Manager server

Example 2-1 Sample for Importing Catalog Archive

emcli import_update_catalog -file="/u01/common/p9348486_112000_Generic.zip" -omslocal

Imports the master catalog file p9348486_112000_Generic.zip. The file must exist on the OMS host. In a multiple OMS setup, the request can be processed by any OMS, so the file should be accessible from the OMS processing the request. This means that the file must be kept on a shared location that is accessible from all the OMS instances.

emcli import_update_catalog -file="/u01/common/p9348486_112000_Generic.zip" -host="host1.example.com" -credential_set_name="HostCredsNormal"

Imports the master catalog file p9348486_112000_Generic.zip that is present on the host host1.example.com. The host must be a managed host target in Enterprise Manager, and the Management Agent on this host must be up and running. The preferred unprivileged credentials for host host1.example.com are used to retrieve the remote file.

Uninstalling the ServiceNow Connector

To uninstall the connector, you must first delete all defined instances of the connector, then delete the connector from the Self Update page.

1. From the Setup menu, select Extensibility, and then select Management Connectors.

2. Select an instance of the connector you want to delete, then click Delete.

3. On the Confirmation page, click Yes.

4. Repeat steps 2 and 3 until all instances of the connector have been deleted.

5. From the Setup menu, select Extensibility, and then select Self Update.

6. Click the Management Connector link in the Type column. A list of updates appears for Management Connectors.

7. Click the connector you want to delete, select Actions, then select Delete. The Delete Update window appears.

8. Click Delete to delete the connector. A pop-up confirmation window appears.

9. Click OK to confirm and delete the connector.

3 Configuring the ServiceNow Connector

This chapter provides procedures to configure the two sub-pages of the main Configure Management Connector page, then explains how to perform other tasks to complete the configuration process.

This chapter covers the following topics:

- Configuring ServiceNow to Support the Enterprise Manager ServiceNow Connector

- Creating a Connector Instance

- Configuring a Connector Instance

- Enabling or Disabling the Connector

- Deleting the Connector

Configuring ServiceNow to Support the Enterprise Manager ServiceNow Connector

In order for ServiceNow to accept incoming messages from Oracle Enterprise Manager, you must add a script to enable basic authentication:

1. Log into your ServiceNow node.

2. In the Filter field, type script includes, then press Enter as shown in Figure 3-1:

Figure 3-1 "script includes" Filter

3. Click the blue New button on the Script Includes menu bar. The following window will appear (Figure 3-2):

Figure 3-2 ServiceNow "Script Include" Window

4. In the Name field, enter BASICAuth as the Name (using exact capitalization as shown in Figure 3-3):

Figure 3-3 ServiceNow "BASICAuth" Default Script

5. Replace the contents of the Script field with the following as shown in Figure 3-4:

gs.include("BasicAuth");
var BASICAuth = BasicAuth;

Figure 3-4 ServiceNow BASICAuth Replacement Script

6. Click Submit.

Creating a Connector Instance

Once the ServiceNow connector is installed in Enterprise Manager, you must create one or more instances of this connector type. A connector instance refers to the configured instance of the connector with specific details, such as connector name, web-service end-points, username/password, and so forth of the ServiceNow system.

Follow the steps below to create a connector instance:

1. From the Enterprise Manager Setup menu, select Extensibility, and then select Management Connectors.

2. Select the ServiceNow connector type from the Create Connector drop-down list, then click Go.

3. Enter the connector name and description on the next screen, then click OK.
The connector instance appears as unconfigured in the Connector Setup page as shown in Figure 3-5:

Figure 3-5 Management Connectors Window Showing Unconfigured Connector

Configuring a Connector Instance

To configure the connector, follow these steps:

1. As Super Administrator from the Enterprise Manager Setup menu, select Extensibility, and then select Management Connectors. The Management Connectors page appears and lists all created connector instances.

Note:
The status column with a green check mark indicates that the connector is already configured. The pink wrench icon indicates that the connector is not yet configured.

2. Click the name of the connector you want to configure. The General tab of the Configure Management Connector page appears as shown in Figure 3-6:

Figure 3-6 Configure Management Connectors Window

3. Provide the required settings as described below, then click OK:

- Connection Settings
Web Service End Points - URL of the web service end-point to call for the createTicket, updateTicket, and getTicket operations. The ServiceNow web service URL is formatted as shown below:

https://[InstanceName].service-now.com

In most cases, you will just need to replace [InstanceName] with the host name or IP address of the server where the web service is located.

ServiceNow Username - Specify the user name supported by the ServiceNow web services. This user name must have the appropriate privileges/roles in ServiceNow (see Table 5-1 for details) to create, update, and query tickets in ServiceNow. All tickets created through the connector are generated with this user account.

Note:
It is recommended to use a service account for the ServiceNow Connector operations.

ServiceNow Password - Specify the password associated with the user specified in the ServiceNow Username field.

sys_id - Enter a sys_id number to test the connection when you save the configuration. A valid sys_id can be obtained by right clicking on any open ServiceNow incident and selecting Copy sys_id, as shown in Figure 3-7:

Note:
The sys_id is the unique record identifier in ServiceNow. More information about the sys_id can be found at:

http://wiki.servicenow.com/index.php?title=Unique_Record_Identifier#gsc.tab=0

Figure 3-7 Select "Copy sys_id"

- Proxy Settings

Note:
This section is used to configure the connector to send requests to a proxy server and will only be present if the proxy patch has been applied. See Prerequisites for information on the proxy patch.

If your enterprise requires a proxy server for all communication between Enterprise Manager and ServiceNow, check the Proxy Settings check box to enable the proxy fields and specify the following proxy server settings:

Proxy Host - The host name of the proxy server.

Proxy Port - The port number of the proxy server.

Specify the following proxy credential fields if required by your proxy server.

Proxy Name - The user name to specify when calling the proxy server.

Proxy Password - The password to specify when calling the proxy server.

- Web Console Settings

Note:
Web Console settings are required if you want the Connector to provide links to ServiceNow tickets created by Enterprise Manager in the context of an incident.

To enable this functionality, provide the following Web console settings:

Enable web console - Check this box to enable launching of the ServiceNow ticket page within context from Enterprise Manager.

Instance URL - Specifies Web server information the connector uses to connect to the ServiceNow web service when accessing incidents in ServiceNow. Use the format shown in the example URL in Web Console Settings and replace [InstanceName] with the name of your instance. If your ServiceNow instance is configured with a web proxy, then enter the proxy URL.

- Grace Period
You can enable and disable the grace period and configure its value. By default, the grace period is disabled.

This setting applies to all incidents the ServiceNow processes. The grace period interval accepts the number of hours as any integer value. For example, 1 or 2.

For more information on this setting, see Grace Period Setting.

- Retry
You can enable and disable the Retry option and configure its interval value. By default, the Retry is disabled.

This setting applies to all incidents the ServiceNow Connector processes. The retry period interval accepts the number of hours as any integer value. For example, 1 or 2.

For more information on this setting, see Retry.

After entering the settings and clicking OK, the Management Connectors page reappears. The row for the ServiceNow Connector should have a check mark in the Configured column.

- If you specify the correct web service end-points and enter a valid sys_id, the following message appears on the Management Connectors page after you click OK:
Connection test succeeded. The configuration was saved.

- If you have not previously saved the connector configuration and enter incorrect web service endpoints or an invalid sys_id, the following message appears on the Management Connectors page after you click OK:
Connection test failed. The configuration was saved.

- If you have previously saved the connector configuration and enter incorrect Web service endpoints or an invalid sys_id, the following message appears on the Management Connectors page after you click OK:
Connection test failed. The configuration was not saved.

4. Optionally, to verify that all three ticket templates are present, click the configure icon again to check for the available ticket templates. Click the Ticket Templates tab. All out-of-box ticket templates should appear in the table.

Enabling or Disabling the Connector

You can enable or disable a connector from the Management Connectors page by selecting the connector and clicking either Enable or Disable. After a connector is disabled, a red cross icon appears under the status column. By default, the connector instance is enabled as soon as it is configured.

Note:
Only enabled connectors are available for ticketing operations.

Deleting the Connector

You can delete a connector from the Management Connector page by selecting the connector and clicking Delete. After a connector is deleted, all associated events rules are no longer configured to forward the event. Also, references to the event connector are removed from the event rules.

Additionally, if the connector deleted is the only connector instance of that connector type, the corresponding connector type is also deleted.

4 Creating ServiceNow Tickets

This chapter described how to create tickets - both automatically and manually.

This chapter covers the following topics:

- Automatically Creating a Ticket

- Manually Creating a Ticket

- Postcreation Advisory Information

Automatically Creating a Ticket

To automatically create a ticket in ServiceNow, you need to create a rule that specifies the event or incident condition on which the ticket should be created. In this rule, you also specify the ticket template to be used with ServiceNow connector.

To create a rule to automatically create a ticket in ServiceNow:

1. From the Enterprise Manager Setup menu, select Incidents, and then select Incident Rules.

2. Click Create Rule Set.
The Create Rule Set page appears, as shown in Figure 4-1:

Figure 4-1 Create Rule Set

3. Enter a Name and Description.

4. In the Targets tab, specify the targets for which you want tickets to be generated for events/incidents that Enterprise Manager detects.

5. Click the Rules tab.

- For events - Click Create and select Incoming events or updates to events as a type of rule to create from the pop-up window, then click Continue.
The Create New Rule wizard appears. Follow the steps to create a rule. Refer to the "Setting Up Rule Sets" section of the "Using Incident Management" chapter in the Oracle Enterprise Manager Cloud Control Administrator's Guide 12c:

http://docs.oracle.com/cd/E24628_01/doc.121/e24473/incident_mgmt.htm#EMADM12081

- For incidents - Click Create and select Newly created incidents or updates to incidents as a type of rule to create from the pop-up window, then click Continue.
The Create New Rule wizard appears. Follow the steps to create a rule. Refer to the "Setting Up Rule Sets" section of the "Using Incident Management" chapter in the Oracle Enterprise Manager Cloud Control Administrator's Guide 12c:

http://docs.oracle.com/cd/E24628_01/doc.121/e24473/incident_mgmt.htm#EMADM12081

6. While configuring the above rule in the Add Actions page:

- For events:
Enable the Create Incident check box. This makes the Create Ticket option visible. Now enable the Create Ticket check box, which displays lists to select the Connector Type, Connector Name, and Template Name as shown in Figure 4-2:

Figure 4-2 Add Actions for Events

- For incidents:
Enable the Create Ticket check box, which displays lists to select the Connector Type, Connector Name, and Template Name as shown in Figure 4-3:

Figure 4-3 Add Actions for Incidents

7. The following process occurs after you create the rule for your incidents:

- A request is sent to the ServiceNow Ticketing Connector when an incident is created due to an event that matches your rule.

- The ticket is created in ServiceNow as an incident.

- In Enterprise Manager, the incident annotation is updated. A comment is added to the Incident Details page of the incident to indicate that a ticket was created or updated, along with the ticket ID, status, and ticket URL.

A ticket is updated if there is an existing active ticket for an incident.

After the incident has been sent to ServiceNow, you can view it in the ServiceNow console, as shown in Figure 4-4 and Figure 4-5:

Figure 4-4 Incident Details in ServiceNow

Figure 4-5 ServiceNow Activity

To view the incident in Enterprise Manager, click the link in the Comments section. You will be asked to log in to Oracle Enterprise Manager. After logging in, the Oracle Enterprise Manager event information is displayed (Figure 4-6):

Figure 4-6 Enterprise Manager Event Information

You can change the incident information sent to ServiceNow, or you can change the mappings between the Enterprise Manager incident and the ServiceNow incident by modifying the ticketing templates.

Manually Creating a Ticket

Perform the following steps to manually create a ticket:

1. From the Enterprise menu, select Monitoring, then select Incident Manager.
The Incident Manager page appears, showing all open incidents (Figure 4-7):

Figure 4-7 Incident Manager: All Open Incidents

2. Select an incident for which you would like to create a ServiceNow ticket.

3. In the Tracking section, click More, then select Create Ticket (Figure 4-8):

Figure 4-8 Create Ticket

4. In the Create Ticket pop-up window, select the ServiceNow Ticketing Connector and a ticket template from the Template Name drop-down menu, then click OK.

Figure 4-9 Create Ticket Pop-up Window

Note:
If you do not see the desired template, you can add one using the emctl register_template connector command. See Installing a New or Modified Template File for details.

Postcreation Advisory Information

If you have successfully created the ticket, the ticket ID appears in the Last Comment column in the Event Details for the incident and in the Ticket ID column. If the Web Console Settings are configured and enabled, the ticket ID appears as a link to the ticket page in ServiceNow (Figure 4-10):

Figure 4-10 Ticket ID Link

Tickets that were created manually are automatically updated whenever a status change occurs in Enterprise Manager.

5 Working with Ticketing Templates

This chapter provides details on the default ticketing templates shipped along with the ServiceNow connector. The ticketing templates specify the mappings between Enterprise Manager ticket attributes and ServiceNow incident attributes.

This chapter covers the following topics:

- Default Ticketing Templates

- Standard Fields Mapping

- Priority and Severity Mapping

- State Mapping

- Customizable Fields

- Installing a New or Modified Template File

- Editing Templates

- Exporting a Template File

- Restoring Templates

Default Ticketing Templates

When a connector instance is created in Enterprise Manager, all associated templates are available for ticket create/update operations. This section describes the default mappings between the Enterprise Manager ticket data fields and the ServiceNow incident data fields.

The ticketing templates XML Style Sheet (XSL) files contains mappings between the two systems. These files are located in the Self Update archive. To extract the installation file, perform the steps described in the Exporting a Template File section.

There are three default ServiceNow templates, as described in Table 5-1:

Table 5-1 Default ServiceNow Templates

XSL File Name

Enterprise Manager User Interface

Description

Required ServiceNow User Permissions (Roles)

ServiceNow_CreateAndUpdate_Default.xsl

ServiceNow Create and Update

- Creates new incident in ServiceNow

- Updates existing incident in ServiceNow

- itil

- soap_create

- soap_update

- soap_query

ServiceNow_CreateAndUpdate_AutoClose.xsl

ServiceNow Create, Update, and Close

- Creates new incident in ServiceNow

- Updates existing incident in ServiceNow

- Closes incident in ServiceNow (if created using a rule, not manually)

- Reopens incident in ServiceNow

- itil

- soap_create

- soap_update

- soap_query

- admin

ServiceNow_CreateAndUpdate_AutoResolve.xsl

ServiceNow Create, Update, and Resolve

- Creates new incident in ServiceNow

- Updates existing incident in ServiceNow

- Resolves incident in ServiceNow (if created using a rule, not manually)

- Reopens incident in ServiceNow

- itil

- soap_create

- soap_update

- soap_query

Note:
For more information on ServiceNow system roles, see the Base System Roles section of the ServiceNow Product Documentation Wiki:

http://wiki.servicenow.com/index.php?title=Base_System_Roles#gsc.tab=0

Standard Fields Mapping

Table 5-2 shows the standard fields provided by Enterprise Manager and how they are mapped to equivalent fields within ServiceNow:

Table 5-2 Enterprise Manager-to-ServiceNow Standard Fields Mapping

Enterprise Manager UI Field

Enterprise Manager Backend Field

ServiceNow Field

Notes

Priority

SystemAttributes/Priority

Priority

See Table 5-3

Severity

SystemAttributes/SeverityCode

Priority

See Table 5-3

Resolution State

SystemAttributes/ResolutionState

State

See Table 5-5

Summary

SystemAttributes/Summary

Short description

Description

SystemAttributes/Description

Description at the top of comments

Links directly to Enterprise Manager ticket

Event Class

EMEvent/SystemAttributes/EventClass

Incident Details > Event Type

Displayed if defined for Enterprise Manager ticket

Category

SystemAttributes/Category

Incident Details > Category

Category of the Enterprise Manager Event

Escalation

SystemAttributes/EscalationLevel

Incident Details > Escalation Level

Owner

SystemAttributes/Owner

Incident Details > Owner

Acknowledge

SystemAttributes/Acknowledge

Incident Details > Acknowledged

Target Name

SystemAttributes/SourceInfo/TargetInfo/TargetName

Source Details > Target

Target Type

SystemAttributes/SourceInfo/TargetInfo/TargetTypeLabel

Source Details > Type

Links directly to the Enterprise Manager target

Owner

SystemAttributes/SourceInfo/SourceObjInfo/ObjOwner

Source Details > Owner

Target Host

.../TargetProperty/Name=Target_Host -> Value

Source Details > Target_Host

Displayed if defined for Enterprise Manager target

Comment

.../TargetProperty/Name=Comment -> Value

Source Details > Comment

Displayed if defined for Enterprise Manager target

Contact

.../TargetProperty/Name=Contact -> Value

Source Details > Contact

Displayed if defined for Enterprise Manager target

Cost Center

.../TargetProperty/Name=Cost Center -> Value

Source Details > Cost Center

Displayed if defined for Enterprise Manager target

Department

.../TargetProperty/Name=Department -> Value

Source Details > Department

Displayed if defined for Enterprise Manager target

Lifecycle Status

.../TargetProperty/Name=Lifecycle Status -> Value

Source Details > Lifecycle Status

Displayed if defined for Enterprise Manager target

Line of Business

.../TargetProperty/Name=Line of Business -> Value

Source Details > Line of Business

Displayed if defined for Enterprise Manager target

Location

.../TargetProperty/Name=Location -> Value

Source Details > Target Location

Displayed if defined for Enterprise Manager target

Operating System

.../TargetProperty/Name=Operating System -> Value

Source Details > Operating System

Displayed if defined for Enterprise Manager target

Platform

.../TargetProperty/Name=Platform -> Value

Source Details > Platform

Displayed if defined for Enterprise Manager target

Target Version

.../TargetProperty/Name=Target Version -> Value

Source Details > Target Version

Displayed if defined for Enterprise Manager target

Rule Name

NotificationRuleName

Source Details > Rule Name

Displayed if Incident was created by a Rule

Rule Owner

NotificationRuleOwner

Source Details > Rule Owner

Displayed if Incident was created by a Rule

Priority and Severity Mapping

Table 5-3 and Table 5-4 show the mapping between the Enterprise Manager ticket priority/severity values and how the corresponding values are set in ServiceNow based on those incidents.

Note:
Now Incident Priority is calculated from Impact and Priority as described in the Incident Management section of the ServiceNow Product Documentation Wiki:

http://wiki.servicenow.com/index.php?title=Incident_Management#gsc.tab=0

Table 5-3 Enterprise Manager-to-ServiceNow Priority Mapping

Enterprise Manager Priority

ServiceNow Impact

ServiceNow Urgency

ServiceNow Priority

Urgent

1

1

1

Very High

1

2

2

High

2

2

3

Medium

2

3

4

Low

3

3

5

Note:
The Enterprise Manager priority is used whenever it is set (that is, overrides severity code setting). Otherwise, the Enterprise Manager severity code is used.

Table 5-4 Enterprise Manager-to-ServiceNow Severity Mapping

Enterprise Manager Severity Code

ServiceNow Impact

ServiceNow Urgency

ServiceNow Priority

FATAL

1

1

1

CRITICAL

1

2

2

WARNING

2

2

3

ADVISORY

2

3

4

Anything else but CLEAR

3

3

5

Note:
ServiceNow Incident is Closed/Resolved when the Enterprise Manager severity code becomes CLEAR.

State Mapping

As shown in Table 5-5, the mapping between states within Oracle Enterprise Manager and ServiceNow are quite similar:

Table 5-5 Enterprise Manager-to-ServiceNow State Mapping

Enterprise Manager Resolution State

ServiceNow State

New

New

Resolved

Resolved

Closed

Closed

Any Other State

Active

Customizable Fields

Table 5-6 shows fields that exist in ServiceNow that are not provided by Enterprise Manager, but can be customized as needed:

Table 5-6 Customizable ServiceNow Fields

ServiceNow Field

Default Value

Notes

Caller

sample.user

Requires ServiceNow configuration

Location

Sample Location

Requires ServiceNow configuration

Category

EM Incident

Requires ServiceNow configuration

Assignment group

EMSampleGroup

Requires ServiceNow configuration

Assigned to

sample.user

Requires ServiceNow configuration

Close code

Solved (Work Around)

Closed by

sample.user

Requires ServiceNow configuration

Close notes

Enterprise Manager Resolution

Editing Templates

Although default mappings are sufficient for most implementations, if the out-of-box ticketing templates do not satisfy your requirements, you can modify them. To modify a template, Oracle recommends that you use one of the existing templates as the base template. Copy this ticket template to a new file, modify, and register the new ticketing template.

Oracle recommends that only users with advanced knowledge of XSLT make complex changes. If necessary, you can revert the templates to the original.

To edit an existing ticketing template:

1. Select the connector instance and go to the Configure Management Connector page.

2. Select the Template tab.

3. Select the desired template and click Edit.

4. Edit the Description and Template Contents fields as needed, then click Save.

The ticket template is automatically registered. Saving the registered template updates it in the repository.

Installing a New or Modified Template File

These customization files assume a fresh installation of ServiceNow.

Note:
In order to import the template files for use with the connector, it is required to overwrite existing templates. Oracle recommends that you back up these templates before you start the uninstall process.
The modified versions of the templates will be reinstalled when the connector is reinstalled, as will any newly added templates and remaining original templates.

If you want to create a custom template, you need to install a new or modified template before it is recognized in Enterprise Manager.

For each new custom template, run the following emctl register_template connector command as a user with execute privilege on emctl and the ability to read the template:

$ORACLE_HOME/bin/emctl register_template connector -t <template.xsl> -repos_pwd <reposPassword> -cname <connectorName> -iname <internalName> -tname <templateName> -ttype 2 [-d <description>]

Where:

- <template.xsl> is the full path name of the template file.

- <reposPassword> is the Enterprise Manager root (SYSMAN) password.

- <connectorName> is the name of the connector instance installed in the Configuring a Connector Instance section

- <internalName> is the internal name to use for the template.

- <templateName> is the name to display for the template.

- <description> is the description of the template.

For example, the following command adds a new outbound template (newTemplate.xsl) for the connector instance:

emctl register_template connector -t /home/oracle/custom_templates/template.xml -repos_pwd sysmanpass -cname "ServiceNow Connector Instance" -iname "newTemplate" -tname "New Template" -ttype 2 -d "Demo template"

Exporting a Template File

Out-of-the-box ServiceNow customized template files are included in the Self Update archive that was installed in Installing the Connector.

To extract a template file to install on an offline system or to customize it and re-install it:

1. Determine the command required to export the ServiceNow template file:

1. From the Setup menu, select Extensibility, then select Self Update.

2. Click the Management Connector link in the Type column.

3. Click the ServiceNow connector to select it, then select Export from the Actions list.

A pop-up window, similar to the example shown below (Figure 5-1), appears with the command required to export the file.

Figure 5-1 Export Command Example

2. Open a command window on the Management Server host system and navigate to a temporary directory where you can copy and unzip the file.

3. Log in to EM CLI using the following command. You will be asked to provide the password information for the sysman user account.

emcli login -username=sysman

EM CLI must be executed from the OMS host. See the Oracle Enterprise Manager Command Line Interface for information about setting up EM CLI.

4. Run the EM CLI export_update command from your system, changing <dirname> to the full path of the temporary directory.
This action creates a zip file. The file name is composed of the ID value you specify in the export_update command with a .zip extension. In the example command in Figure 2-1 above, the zip file name would be:

E9F684312AE7A18E98340715D079E58D.zip

5. Extract the ServiceNow template file from the .zip file using the following command:

unzip *.zip archives/<filename>

Restoring Templates

After you edit or customize a template, you can restore it to its previous default contents if needed by performing the following steps.

Note:
You can restore out-of-box templates that you have may edited or customized to their default values. You cannot restore new templates that you have created (using the emctl register_template command).

1. From the Setup menu, select Extensibility, and then select Management Connectors.

2. On the Management Connectors page, select the connector instance and go to the Configure Management Connector page.

3. Select the Template tab.

4. Select the template and click Restore.

5. Click Yes in the confirmation page that appears to restore.

6 Enabling SSL for HTTPS

The ServiceNow Connector supports only the HTTPS protocol. This chapter describes how to establish a connection between the external ticketing system and Enterprise Manager.

This chapter covers the following topics:

- Importing the Server Certificate on Enterprise Manager

Importing the Server Certificate on Enterprise Manager

1. Obtain the "Root Certificate Authority - Entrust.net Certification Authority (2048)" certificate located under Section 2, SSL Certificates, as shown in the ServiceNow Product Documentation Wiki:

http://wiki.servicenow.com/index.php?title=SSL_Certificate_Information#SSL_Certificates

Note:
Make sure you expand the Click here for certificate content header to view and copy the full Root Certificate content from the link above.

2. Append the external Certificate Authority's certificate to:

$INSTANCE_HOME/sysman/config/b64LocalCertificate.txt

3. Ensure that only the following is appended to the b64LocalCertificate.txt file (that is, do not include blank lines or comments or any other special characters):

-----BEGIN CERTIFICATE----- <<<Certificate in Base64 format>>> -----END CERTIFICATE-----

4. Restart the OMS. Run the following commands:

emctl stop oms
emctl start oms

Note:
Do not run the emctl secure oms/agent command after adding the external certificate to the b64LocalCertificate.txt file. If you run the emctl secure command later, then repeat the steps 1 through 3 to make sure the external certificate exists on the b64certificate.txt file.

7 Troubleshooting the ServiceNow Connector

This chapter provides information to assist you in troubleshooting integration issues with the ServiceNow Connector. The connector cannot function unless the appropriate components have been installed and configured.

Note:
Refer to the OMS logs to identify the exact error ID, if needed.

Before you start the troubleshooting process, ensure that you have done the following:

- Installed the ServiceNow Connector as specified in Installing the Connector.

- Configured the ServiceNow Connector as specified in Configuring the ServiceNow Connector

- Set up one or more notification rules as specified in Automatically Creating a Ticket.

This chapter covers the following common problems:

- ServiceNow BasicAuth Script Not Configured Correctly

- Insufficient User Permissions

- SSL Not Enabled for HTTPS

- Errors from Oracle Enterprise Manager

ServiceNow BasicAuth Script Not Configured Correctly

If you do not include the BASICAuth script described in Configuring ServiceNow to Support the Enterprise Manager ServiceNow Connector, the following error will occur:

- In Enterprise Manager: Connection test failed, check oms log file for details. The configuration was saved.

- In ServiceNow: No messages are displayed in the logs. It does not accept the SOAP message because it lacks the BASICAuth and thus, no record of it exists.

Solution: Add the BASICAuth script to Script Includes in ServiceNow as described in Configuring ServiceNow to Support the Enterprise Manager ServiceNow Connector

Insufficient User Permissions

If your ServiceNow user account does not have the correct permissions for the out-of-the-box templates, the following error will occur:

- In Enterprise Manager: Failed to create a ticket on the external system through connector ServiceNow Connector.

- In ServiceNow: Insufficient rights for creating new records: com.glide.processors.soap.SOAPProcessingException: Insufficient rights for creating new records

Solution: Ensure that the ServiceNow account you are using to integrate with Enterprise Manager has the appropriate permissions as mentioned in Table 5-1, "Default ServiceNow Templates".

SSL Not Enabled for HTTPS

If SSL was not enabled for your ServiceNow Connector instance, the following error will occur:

- In Enterprise Manager: Connection test failed, check the OMS log files for details. The configuration was saved. The entry in the OMS log should look like this:

oracle.sysman.emSDK.webservices.outbound.WSInvokeException: caught WebServiceException : javax.xml.soap.SOAPException: javax.xml.soap.SOAPException: Message send failed: sun.security.validator.ValidatorException: PKIX path building failed: sun.security.provider.certpath.SunCertPathBuilderException: unable to find valid certification path to requested target

- In ServiceNow: No error is displayed.

Solution: Add the Root Certificate as describe in Enabling SSL for HTTPS.

Errors from Oracle Enterprise Manager

This section provides cause and solution information on troubleshooting common error messages. Find the error message in Table 7-1 that matches your error message, then refer to the corresponding section(s) indicated under Possible Cause for instructions to diagnose and correct the problem.

Table 7-1 Enterprise Manager Error Messages

Error Message

Possible Cause

javax.xml.soap.SOAPException:
javax.xml.soap.SOAPException:
Bad response: 403 Forbidden from url …

Invalid Web Service Credentials

javax.xml.soap.SOAPException:
javax.xml.soap.SOAPException:
Message send failed: sun.security.validator.ValidatorException:
PKIX path building failed:
sun.security.provider.certpath.SunCertPathBuilderException:
unable to find valid certification path to requested target

SSL Not Enabled for HTTPS

javax.xml.soap.SOAPException:
javax.xml.soap.SOAPException:
Message send failed: No route to host

Invalid IP Address

javax.xml.soap.SOAPException:
javax.xml.soap.SOAPException:
Bad response: 404 Not Found from url …

Invalid Port Number

javax.xml.soap.SOAPException:
javax.xml.soap.SOAPException:
Message send failed: Connection timed out

Firewall Blocking Access

javax.xml.soap.SOAPException:
javax.xml.soap.SOAPException:
Message send failed: hostname

Unknown Host

javax.xml.transform.TransformerConfigurationException:
Could not compile stylesheet

Invalid XML Format

The following errors are described:

- Invalid Web Service Credentials

- Invalid IP Address

- Invalid Port Number

- Firewall Blocking Access

- Unknown Host

- Invalid XML Format

Invalid Web Service Credentials

Cause: The user name or password for accessing the ServiceNow web service is incorrect.

Solution

1. Log in to the Oracle Enterprise Manager console with an account that has Super Administrator privileges.

2. From the Enterprise Manager console, click Setup menu, then select Extensibility, and finally select Self Update.

3. On the Self Update page, select Management Connectors from the menu. This will display the Management Connectors page.

4. Click the name of the appropriate ServiceNow connector.
This invokes edit mode, enabling you to configure the connector.

5. Correct the ServiceNow Web Service Username and ServiceNow Web Service Password fields, then click OK.

Invalid IP Address

Cause: The IP address specified in the URL is invalid or the network is down.

Solution: Verify that the hostname/IP address configured for the connector is correct:

1. Log in to the Oracle Enterprise Manager console with an account that has Super Administrator privileges.

2. From the Enterprise Manager console, click the Setup menu, then select Extensibility, and finally select Self Update.

3. On the Self Update page, select Management Connectors from the menu. This will display the Management Connectors page.

4. Click the name of the appropriate ServiceNow connector.
This invokes edit mode, enabling you to configure the connector.

5. Verify that the hostname/IP address specified in the URL for the createEvent and updateEvent operations are correct.

6. If the hostname/IP address is incorrect, provide the correct value, then click OK.

If the URLs specify a host name, make sure that the host name resolves to the correct IP address. To determine the IP address of the host name, issue the ping <hostname> command, where <hostname> is the actual host name. This lists the IP address that was resolved for the host name. If this is incorrect, the system administrator needs to investigate why it is incorrect.

If the hostname/IP address appears to be correct, try to ping the system where the SCOM web service is installed using the hostname/IP address. If the ping fails, the system administrator needs to investigate why there is no connectivity.

Invalid Port Number

Cause: The port number specified in the URL is invalid.

Solution: Verify that the port number configured for the connector is correct:

1. Log in to the Oracle Enterprise Manager console with an account that has Super Administrator privileges.

2. From the Enterprise Manager console, click the Setup menu, select Extensibility, and finally select Self Update.

3. On the Self Update page, select Management Connectors from the menu. This will display the Management Connectors page.

4. Click the name of the ServiceNow connector.
This invokes edit mode, enabling you to configure the connector.

5. Verify that the port number specified in the URL for the createEvent, updateEvent, setup, initialize, and uninitialize operations are correct.

6. If the port number is incorrect, provide the correct value and click OK.

Firewall Blocking Access

Cause: A firewall is blocking access to the system where the ServiceNow web service is installed.

Solution: Contact your IT department to give Enterprise Manager access to the port used by the ServiceNow web service.

Unknown Host

Cause: The system does not recognize the host name specified in the URL.

Solution: You can use the following options to address this issue:

- Coordinate with the system administrator to change the system configuration to recognize the host name.

- Specify the IP address in the URL instead of the host name. To do this, perform the following steps:

1. Determine the IP address of the system where the ServiceNow web service is installed.

2. Log in to the Oracle Enterprise Manager console by entering a user name with a Super Administrator role, entering the appropriate password, then click Login.

3. From the Enterprise Manager console, click Setup, then Extensibility, and finally Management Connectors. The Management Connectors page appears, which shows the installed connectors.

4. Click on the Configure icon associated with the ServiceNow connector. This invokes edit mode, enabling you to configure the connector.

5. Change the host name to the IP address in the URL specified for the createEvent, initialize, setup, uninitialize, and updateEvent operations.

6. Click OK.

Invalid XML Format

Cause: The connector framework could not process the request because the XSL file was formatted incorrectly. This problem should not occur unless the connector has been customized.

Solution: Examine any changes made to the XSL template files for mistakes that could have caused the problem. If you cannot find the problem manually, load the XSL in a utility that performs XML validation.

Index
A  B  C  D  E  G  I  M  O  P  R  S  T  U  V  W

A

advisory information

postcreation, 4.3

auto ticketing, 1.2

B

BasicAuth script not correctly configured, 7.1

C

connection settings, 3.3

D

document change summary, Preface

download connector, 2.2.1

E

Enterprise Manager

common errors, 7.4

G

grace period, 1.5, 3.3

I

installation, 2.2

insufficient user permissions, 7.2

M

manual ticketing, 1.3

O

offline mode

installation, 2.2.3

P

permissions

insufficient user permissions, 7.2

prerequisites, 2.1 protocol supported, 1.8 proxy settings, 3.3

R

retry, 1.6, 3.3

S

ServiceNow connector

installation, 2.2

overview, 1.1

prerequisites, 2.1

protocol supported, 1.8

versions supported, 1.7

T

ticket templates, 1.4

export, 5.8

install new or modified, 5.7

ticketing

automatic, 1.2

manual, 1.3

troubleshooting, 7

BasicAuth script not configured correctly, 7.1

common problems, 7

errors from Enterprise Manager, 7.4

insufficient user permissions, 7.2

SSL not enabled for HTTPS, 7.3

U

uninstall connector, 2.3

V

versions supported, 1.7

W

web console settings, 3.3

what’s changed, Preface

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