This chapter provides the information for installing and uninstalling the ServiceNow Connector.
This chapter covers the following topics:
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:
From the Enterprise Manager Setup menu, select My Oracle Support, then select Set Credentials.
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
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:
To download the ServiceNow connector:
From the Enterprise Manager Setup menu, select Extensibility, and then select Self Update.
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.
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
From the Enterprise Manager Setup menu, select Extensibility, and then select Self Update.
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.
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.
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.
If necessary, refresh the screen until the status of the connector changes to Downloaded.
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.
Refresh the screen until the status of the connector changes from Apply Scheduled to Applied.
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:
From the system that you will ultimately deploy the connector, set Enterprise Manage Cloud Control to Offline Mode:
From the Setup menu, select Provisioning and Patching, then select Offline Patching.
In the Online and Offline Settings page, select Offline.
From the Setup menu, select Extensibility, and then select Self Update.
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.
From an internet-enabled computer, download the catalog file from the URL provided.
Copy the downloaded catalog file to the OMS host or the Management Agent host where you plan to import the connector.
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.
On the Self Update page, in the table, click Management Connectors.
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.
From a computer that is connected to the internet, download the update using the aforementioned URL.
Copy the downloaded file to the OMS host or the Management Agent host where you plan to deploy the connector.
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.
To uninstall the connector, you must first delete all defined instances of the connector, then delete the connector from the Self Update page.
From the Setup menu, select Extensibility, and then select Management Connectors.
Select an instance of the connector you want to delete, then click Delete.
On the Confirmation page, click Yes.
Repeat steps 2 and 3 until all instances of the connector have been deleted.
From the Setup menu, select Extensibility, and then select Self Update.
Click the Management Connector link in the Type column. A list of updates appears for Management Connectors.
Click the connector you want to delete, select Actions, then select Delete. The Delete Update window appears.
Click Delete to delete the connector. A pop-up confirmation window appears.
Click OK to confirm and delete the connector.