The latest version of the ServiceNow ticketing connector comes pre-installed for Enterprise Manager Cloud Control 13c and does not need to be downloaded however, a set of pre-requisite actions must be performed before setting up the integration.

Pre-requisite:

1. A service account is created in ServiceNow and appropriate permissions assigned. In most cases: itil, soap_create, soap_update, soap_query roles should be enough for OEM to automatically create, update, resolve and re-open a ticket in ServiceNow. Additionally, admin role can be assigned to the service account to close an incident.
2. The target ServiceNow instance is configured for BasicAuth.
3. OEM is configured for SSL based connectivity with ServiceNow.

Create a service account in ServiceNow:

Please refer to ServiceNow product documentation to create a new user.

Assign the required roles to service account in ServiceNow:

Please refer to ServiceNow product documentation to assign the required roles.

Configure ServiceNow for BASICAuth:

• Login to ServiceNow.
• In the Filter field, type script includes, then press Enter.
• Click the New button on the Script Includes menu bar.
• In the Name field, enter BASICAuth as the Name (using exact capitalization).
• Replace the contents of the Script field with the following:

gs.include("BasicAuth");
var BASICAuth = BasicAuth;

Click on Submit.

Configure OEM for SSL connectivity with ServiceNow:

Access the following article on a web browser (ServiceNow KB0563633).

Copy the certificate Base64 content of the certificate from the section (Root Certificate Authority – Entrust Root Certification Authority – G2). This should only include the following and nothing else:

-----BEGIN CERTIFICATE----- <<<Certificate details>>> -----END CERTIFICATE-----

• Login to the machine running OEM and navigate to OMS_home.
• Take a backup of the b64LocalCertificate.txt file.

$ cp b64LocalCertificate.txt b64LocalCertificate.txt_orig

• Edit the b64LocalCertificate.txt file and append the Entrust Root Certification Authority – G2 root certificate.
• Restart OMS:

./emctl stop oms
./emctl start oms

Activate ServiceNow connector in OEM:

To ensure that the connector has been downloaded:

Login to enterprise manager and go to Setup –> Extensibility –> Self Update

On the resultant page, click on “Management Connector”.

The “Management Connector Updates” page will show the details of available connectors.
Select the “ServiceNow Connector” and click on “Apply”. On the pop-up message, click on OK. Once the action completes successfully, the status will change to “Applied”.

Configure ServiceNow connector in OEM:

On the same page, click on “Management Connector” or, go to Setup –> Extensibility –> Management Connectors.

Select the ServiceNow connector type from the Create Connector drop-down list, then click Go.

Enter the connector name and description on the next screen, then click OK. 

The connector instance will now appear as unconfigured in the Connector Setup page. Select the checkbox against the newly created connector and click on Configure.

In the resultant page, provide the servicenow SOAP urls for creating, fetching and updating a ticket in ServiceNow. In most cases, only the [InstanceName] is required to be updated. Additionally, you can enable web console settings as well as grace period and retry options.
Once all the details are provided, click on OK.
TIP: If you notice the warning message [Connection test failed, check the oms log file for details. The configuration was saved.]. It could be because of the following reasons:

• Incorrect sys_id
• Incorrect web service end-points.
• Incorrect permissions to service account.
• SSL is not enabled.

Once all the pre-requisites are met and the configuration is saved, the test will be successful and a green checkmark would appear against the configured connector name.  This means that the connector has been enabled!

The next step is you enable OEM to automatically create, update and resolve incidents. This can be achieved via ticket templates. Please check my post on “Working with ServiceNow ticket templates in OEM“.

Hope this helps!