Integrating with ServiceNow › How to Configure a ServiceNow Integration › How to Configure ServiceNow Integration Components › Configure the CA SOI CA Process Automation Connection

Configure the CA SOI CA Process Automation Connection

CA SOI connects to CA Process Automation, which, in turn, connects to ServiceNow using the ServiceNow connector. To connect to CA Process Automation, enter the CA Process Automation server information in the CA SOI Administration UI.

Follow these steps:

1. On the computer where you installed SOI, navigate to <SOI_Install_Directory>/tomcat/custom.
2. Click help-desks.xml to edit. Replace the existing content with the following content and save.

   <helpDesks>
   <UHD>Universal Help Desk API</UHD>
   <PAM>ServiceNow</PAM>
   </helpDesks>
   

3. Click itpam-methods.xml to edit. Replace the existing content with the following content and save.

   <ticketMethods>
   <create>/CA Help Desk Integration/CreateTicket</create>
   <close>/CA Help Desk Integration/CloseTicket</close>
   <update>/CA Help Desk Integration/UpdateTicket</update>
   </ticketMethods>
   

4. Restart the CA SAM Application Server service on the SA Manager
5. Start the CA SOI Administration UI.
6. Click Administration, expand CA Service Operations Insight Manager Configuration and the server name, and click Help Desk Configuration.

   The Help Desk Configuration page opens.

7. Select ServiceNow in the Help Desk Type drop-down list, enter the CA Process Automation server properties in the CA Process Automation / Gateway Server Details pane, and click Save.

   Note: If you select the SSL, import a CA Process Automation certificate into the CA SOI trust store so that the SSL connection works.

8. Click Test to test the connection.

Note: If you changed an existing Help Desk Configuration setting (for example, a CA Service Desk or different ServiceNow server integration), restart the CA SAM Application Server service. The changes then take effect.