Integrating with ServiceNow › How to Configure a ServiceNow Integration › How to Configure ServiceNow Integration Components › Configure and Test the ServiceNow Connection › Configure ServiceNow Server Settings

Configure ServiceNow Server Settings

To enable the connection between the two products, configure the ServiceNow server settings within CA Process Automation.

Follow these steps:

1. Start the CA Process Automation Console.
2. Click User Requests.

   The User Requests pane opens.

   Note: If the pane does not open, recycle the console. This action indicates that the changes are not applied from the previous operation.

3. Expand /CA Help Desk Integration then ServiceNow, right-click ServiceNowConfiguration, and select Start Request.

   The ServiceNow Configuration pane opens. This pane contains fields that are required to invoke the Configure ServiceNowServer process.

4. Enter a value for the following fields and click Next:

   isStartRequest

   Specifies that the process is invoked from a Start request form.

   Default: true

   MaxConnect

   Defines the number of simultaneous ServiceNow connections that is

   allowed.

   Default: 10

   The ServiceNow Connection Parameters pane opens. This pane contains fields that are mandatory to create an incident.

5. Enter a value for the following fields and click Next.

   UCF Broker URL

   Specifies the UCF Broker URL where the ServiceNow Catalyst connector runs.

   Example: http://connector_machine_name:7000/ucf/BrokerService

   Note: Every connector operator has a UCFBroker URL to identify the container Broker service.

   ServiceNow Instance Name

   Specifies the instance name for ServiceNow.

   The ServiceNow Parameters page opens.

6. Enter a value for the following fields and click Next.

   ServiceNow Client URL

   Defines the URL of the ServiceNow web client.

   https://<service-now-server>

   URL Part

   Specifies the ServiceNow URL part to construct the complete URL. The full URL launches in context in CA SOI after an incident is created and attached to a CA SOI alert. Format the URL part as /nav_to.do?uri=incident.do?sys_id=

   The ServiceNow Additional Parameters page opens.

7. Enter a value for the following fields:

   Auto close the incident when alert is cleared

   Specifies whether the ServiceNow incident must be closed automatically when the associated SOI alarm is cleared.

   Auto clear the alert when incident is closed

   Specifies whether the SOI alert must be cleared automatically when the associated ServiceNow incident is closed.

   Start time

   Specifies when the monitoring of the incident starts. Specify the value in GMT.

   Format: yyyy-MM-ddTHH:mm:ss

   ServiceNow user that was configured for the solution

   Specifies the user (soi_admin) that was configured for the installation of the solution. We recommend using a dedicated user with SOAP execution rights and configured with GMT timezone.

8. The rest of the parameters are optional. Provide the required values and click Next.

   The ServiceNow Custom Parameters page opens. The fields on this page are not mandatory to create the incident.

   Notes:

   • Provide the mandatory fields (if any), that is required to create an incident in ServiceNow.
   • For more information about custom parameters, see How to Customize ServiceNow Incident Fields with CA SOI Alert Parameters.
9. Click Finish.

   The request displays on the Start Request Instances pane.