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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
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