Contents

List of Examples

List of Figures

List of Tables

Title and Copyright Information

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