Integrating with ServiceNow › How to Configure a ServiceNow Integration › How to Configure ServiceNow Integration Components

How to Configure ServiceNow Integration Components

As an administrator, you integrate CA SOI with ServiceNow for alert and incident management. CA Process Automation is a workflow management product with enterprise automation capabilities. The ServiceNow connector provides CA Process Automation with the ServiceNow operators and workflows that use the CA Catalyst integration technology to connect with ServiceNow.

After an installation and configuration, the CA Process Automation ServiceNow Gateway performs the following functions for CA SOI:

• ServiceNow incidents are automatically created based on the CA SOI alert escalation policy or manually submitted from the Operations Console.
• When CA SOI sends an alert data through the connector, the ServiceNow system generates an incident with an identifier.
• The identifier is updated in the CA SOI alert and associates the incident with the alert. The alert data provides a description of the problem for the incident.
• After the associated problem is resolved, the CA SOI alert and ServiceNow incident can be optionally cleared automatically.
• When the CA SOI alert is cleared, the ServiceNow incident can be optionally closed.
• An alert annotation that you create for a CA SOI alert is reflected on a ServiceNow incident. Similarly, ServiceNow incident work notes update entry is reflected in the CA SOI alert annotation table.
• This section describes how to install and configure the CA Process Automation ServiceNow Gateway and use it to integrate CA SOI with ServiceNow.

Important! Verify that CA Process Automation, CA SOI, and the ServiceNow connector are installed in your environment before you configure the integration. For more information about implementing, see Implementation Overview.

Use this scenario to guide you through the process:

1. Start the CA Process Automation Console.
2. Configure the processes for the ServiceNow integration.
3. Configure the CA SOI CA Process Automation connection.
4. Configure the SSL Connection with CA Process Automation.
5. Configure Agenda in ServiceNow.
6. Create the soi_admin user.
7. Configure and test the ServiceNow connection.
8. Configure and test the CA SOI connection.
9. Test the CA Process Automation ServiceNow Gateway functionality.