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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
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