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eyeShare Studio

Integrating with ServiceNow

CONTACT: info@ayehu.com

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LEGAL NOTICE .................................................................................................................................... 4

ABOUT AYEHU SOFTWARE TECHNOLOGIES........................................................................................ 5

ABOUT THIS DOCUMENT ................................................................................................................... 6

REQUIREMENTS ................................................................................................................................. 7

MODULE OPERATION ......................................................................................................................... 9

INTEGRATION ARCHITECTURE ............................................................................................................ 9

MODULE INSTALLATION................................................................................................................... 10

REQUIREMENTS ....................................................................................................................... 10

INSTALLATION PROCESS – NEW INSTALL ...................................................................................... 10

INSTALLATION PROCESS – UPDATE ............................................................................................. 11

MODULE CREATION AND CONFIGURATION ..................................................................................... 14

PROXY SETTINGS...................................................................................................................... 14

MODULE GENERAL SETTINGS ..................................................................................................... 14

SERVER SETTINGS .................................................................................................................... 15

FORMS ................................................................................................................................... 16

FILTERS .................................................................................................................................. 17

MAPPING ............................................................................................................................... 19

Fields ............................................................................................................................................. 19

Severity .......................................................................................................................................... 20

State .............................................................................................................................................. 22

VARIABLES USAGE ........................................................................................................................... 24

CONDITION ............................................................................................................................. 24

ACTIVITY ................................................................................................................................ 26

ACTIVITIES........................................................................................................................................ 27

SERVICENOW CREATE RECORD .................................................................................................. 27

SERVICENOW DELETE RECORD ................................................................................................... 28

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SERVICENOW GET RECORD ....................................................................................................... 28

SERVICENOW UPDATE RECORD .................................................................................................. 30

SERVICENOW UPLOAD ATTACHMENT ......................................................................................... 31

CONFIGURATION FILE ...................................................................................................................... 32

Log Settings ................................................................................................................................... 32

PROXY SETTINGS...................................................................................................................... 33

USING IMPORT SETS ........................................................................................................................ 34

SERVICENOW CONFIGURATION .................................................................................................. 34

EYESHARE CONFIGURATION ............................................................................................................ 38

SINGLE SIGN ON (SSO) VIA ADFS .............................................................................................. 38

TROUBLESHOOTING ......................................................................................................................... 39

MODULE IS DOWN ................................................................................................................... 39

THE MODULE IS NOT PULLING ALERTS .......................................................................................... 39

NEW ALERTS FROM SERVICENOW DO NOT CREATE EYESHARE INCIDENT ............................................ 39

TEST CONNECTION FAILURE ....................................................................................................... 40

CREATE RECORD, UPDATE RECORD, GET RECORD ......................................................................... 42

TIPS 45

RECOVERY WORKFLOW ............................................................................................................ 45

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Legal Notice

© 2016 Ayehu Software Technologies Ltd ("Ayehu").

The contents of Ayehu's publications, whether found on this website and/or in the

form of an eBook and/or any other form of publication (collectively the

"Publications"), are owned and copyrighted by Ayehu.

A single copy may be printed solely for personal and non-commercial use.

No part of the publication may be altered, reproduced, distributed, or transmitted in

any form or by any means, including photocopying, recording, or other electronic or

mechanical methods, without the prior written consent of Ayehu, except in the case

of brief quotations embodied in critical reviews and certain other noncommercial

uses permitted by law.

Any printed and/or electronically displayed (or any other such similar form of display

available) material (the "Materials") must contain the following copyright notice:

"Copyright © 2016 Ayehu Software Technologies Ltd. All Rights Reserved." and any

other copyright or other proprietary rights notices which were contained on the

Materials. Any other use of the Materials, either in whole or in part for any other

reason is expressly prohibited, unless prior written consent is obtained from Ayehu.

For the avoidance of any doubt, "Ayehu" and the names of all Ayehu Software

Technologies Ltd products and services referenced in this document are copyrighted

to Ayehu.

Other products' and/or companies' names referenced in the Materials may be the

trademarks of their respective owners.

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About Ayehu Software Technologies

Ayehu was founded in 2007 to develop and market innovative solutions for the

prevalent problem of network and IT system downtime. Ayehu’s flagship product,

EYESHARE, significantly reduces MTTR by bridging the gap between critical business

situations and relevant human resources.

Contact details:

Ayehu Software technologies, Ltd.

26 Harokmim Street

Holon, 5885849, Israel.

Tel: +972 (0)3 649 50 70

Website: http://www.ayehu.com

email: info@ayehu.com

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About this Document

This document describes the eyeShare – ServiceNow integration components,

Module configuration and activities.

The following style conventions are used in this document:

Convention Use

Calibri Regular text

Calibri Bold Names of menus, commands, buttons, and other elements of the

User interface.

Calibri Italic Special terms; the first time they appear.

Notes offering an additional explanation or a hint on how to

overcome a common problem.

Warnings indicating potentially damaging User operations and

explanations on how to avoid them.

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Requirements

Supported Version

The supported version of eyeShare for this integration is Ayehu eyeShare 4.5 (and

above), with a ServiceNow Module license.

User Access

The ServiceNow eyeShare module user has to be assigned the “admin” role, or a new

role that is customized specifically for this integration.

The following procedure allows access to the three default forms (Incidents,

Change Request and Problem). To access additional forms, create a role permitted to

read, write, update and delete as defined in the table’s Access Control.

To customize a new role:

1. Create a new role named “eyeShare_Integrator”.

2. Add the following roles to the new role:

3. Add the eyeShare_Integrator role to the list of allowed roles in the

sys_glide_object table Access Control of “read” operation:

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4. Create a new Access Control rule of type “read” to sys_documentation table.

Addition of roles or conditions is not required.

ServiceNow Configuration

Browse ServiceNow, access System Web Services tab Properties:

1. Uncheck the following:

2. Check the following:

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3. Click Save.

Server Time

Times and time zones on eyeShare and ServiceNow application must be synchronized.

Module Operation

The ServiceNow Module provides a bidirectional communication channel between

ServiceNow and eyeShare. Once the Module is defined and available, eyeShare pulls

new submitted records and updates, translates them into incidents and displays

them in eyeShare Dashboard. Records closed in the ServiceNow console trigger

incident closure in eyeShare, and vice versa (according to the mapping settings).

Integration Architecture

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Module Installation

Requirements

1. One of the following operating systems:

Windows 2008 Server 64-bit

Windows 2012 Server 64-bit

2. Software: .Net Framework 3.5.1 and 4.5.1 installed.

3. The user running the installation should be an Administrator of the target host.

Installation Process – New Install

1. Run the eyeShare installer.

2. In the Setup Type step select Custom and click Next.

3. Expand Integration Packs branch and select This feature will be installed on local hard drive for eyeShare ServiceNow Server. Then click Next.

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4. Continue the installation as described in the Installation Guide.

Installation Process – Update

For instances already running eyeShare 4.5 and above, proceed with the following steps to add the ServiceNow Integration module:

1. Execute eyeShare.exe, and click Next.

To run the installer as the Administrator, right click the executable and select

“Run as administrator”

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2. Choose Modify and click Next.

3. Expand Integration Packs branch and select This feature will be installed on local hard drive for eyeShare ServiceNow Server. Then click Next.

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4. Click Install.

A success notice will appear at the end of the installation process.

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Module Creation and Configuration

Proxy Settings

If accessing the ServiceNow instance requires a proxy server, do the following:

1. Access C:\Program Files (x86)\eyeShare\eyeShare ServiceNow

Server\eyeShare ServiceNow Server.exe.config.

2. Set <add key="ProxyURL" value="http://<Name or IP of the proxy

server>:<Port>"/>.

3. Set (if required) <add key="ProxyUserName" value=""/>.

4. Set (if required) <add key="ProxyPassword" value=""/>.

5. Save the files.

6. Restart the eyeShare ServiceNow Server service.

Module General Settings

1. In eyeShare Studio, access Configuration Modules, and click New.

2. In the Module Selection window, select ServiceNow.

3. Configure the Module’s general settings:

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In the Name field, enter a meaningful name for the new Module (e.g.,

"ServiceNow Module").

In the Description field, enter a description of the new Module.

From the Device field, select the Device on which the Module is installed.

This is the device on which the “ServiceNow Server” service is installed

and not the device where the actual ServiceNow is installed.

In the Port field, enter the port through which the ServiceNow Module

operates.

From the Monitor field, select the Module's monitoring option: select “Yes” if

you wish that eyeShare Server to monitor the Module’s availability.

Click Configuration.

Server Settings

To configure the server settings of the ServiceNow Module:

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In the URL field, enter the ServiceNow URL.

In the User Name field, enter a domain user with permissions to

open, update and close ServiceNow Requests.

In the Password field, enter the password of the selected user.Click

Test Connection. If the connection was tested successfully, proceed to

the next step - Forms. Otherwise, refer to the Troubleshooting section

and search for your error.

To update the forms list (in the Forms window) - add new forms or update an

existing form - click the Clear Cache button.

Forms

In the Forms window you may import ServiceNow forms, and define their Filters and

Mapping. New ServiceNow records are pulled to eyeShare according to the form list

and their defined filters. Records of forms that do not appear in list are not pulled.

To add a new form to the list, select it from the Forms field, and click Add:

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After adding the required forms, click Update to update the Module settings.

To load Filters and Mapping settings of the two default forms, click Load Defaults.

Note that this action deletes previous form settings.

Filters

In the Filters window you may determine which records are forwarded from

ServiceNow to the eyeShare server. You can create several filters, each containing a

number of conditions. The operator between two filters is “Or” and the operator

within a filter is “And”. To get all requests of a specific form do not create any filters.

Click Add to add a new filter and new filter categories, and then click Update:

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Mapping

In the Mapping window you may translate ServiceNow properties into eyeShare

variables and objects. The window is divided into three sections: Fields, Severity, and

State.

The following checkboxes are located at the bottom of the Mapping window:

When checked, every time a record is updated the rule base is checked to find a

matching rule.

When checked, incoming alerts and tickets are processed but an eyeShare incident is

not created.

In case of a tag that holds a condition that matches the message properties,

the mapping window is ignored.

Fields

In this section you can translate ServiceNow properties into eyeShare variables. Click

Optional Properties to add eyeShare properties to the list, or to remove them from

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it. The ServiceNow properties list is updated automatically according to the selected

form.

ServiceNow forms can be created and configured by users, therefore the forms

do not contain all pre-configured ServiceNow properties.

In case there is more than one field of the same level, the first in the list is

displayed as the label name and the others are displayed as the actual field name.

Severity

In this section you can translate ServiceNow severities into eyeShare severities.

There are two options for severity selection:

Static Severity: all records of the specific form open an eyeShare incident with the

selected static severity.

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Customized Severity: records of the specific open an eyeShare incident according to

the selected form field and its values. The possible fields in this category are all fields

in the specific form which are of list type (drop down list / radio buttons).

An eyeShare severity can be mapped into several ServiceNow severities. For

example, if you wish all Critical and High ServiceNow records to be opened as Critical

incidents in eyeShare, type in “1 - Critical,2 - High” in the ServiceNow Severity field:

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The manually typed in values must be valid (and must exist in the drop down

list). The values are case sensitive.

State

In this section you can translate ServiceNow states into eyeShare states. There are

two options for state selection:

Static State: all records of the specific form open an eyeShare incident with the

selected static state.

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When using a static state, closing the request in ServiceNow does not close the

eyeShare incident, and vice versa.

Customized State: records of the specific form open an eyeShare incident according

to the selected form field and its values. The possible fields in this category are all

fields in the specific form which are of list type (drop down list/radio buttons).

An eyeShare state can be mapped into several ServiceNow states. For example, if

you wish all New and Active ServiceNow records to be opened as Down incidents in

eyeShare, type in “New,Active” in the ServiceNow Severity field:

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When more than one mapping option is selected to the eyeShare “Up” state,

closing the incident from eyeShare Dashboard changes the selected property to the

first option in the list.

Variables usage

When the ServiceNow Module is available, related variables are discovered in

eyeShare and can be used to define conditions or used by any activity.

In eyeShare, the names of “State” and “Severity” ServiceNow variables are

“_State” and “_Severity”.

Condition

To use ServiceNow variables in a condition, in the condition window select the

Variables radio button, and then select the ServiceNow Module’s name from the list.

From the Form field select the relevant form name to discover its fields:

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All imported ServiceNow variables will then appear in the Standard Object Type list:

You may either add or not add the form to the condition. If you choose to add

the form name, change the condition to “AND” type; only fields from the specified

form will match the condition.

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Activity

To use ServiceNow variables in an activity, click the Add Variable button ( ) in the

activity (or, alternatively, press Alt+V). From the Type field select the ServiceNow

Module’s name from the list, and select the form name from the Form list.

All imported ServiceNow variables will then appear in the Name list:

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Activities

To use the ServiceNow activities, open the Workflow designer window from

eyeShare Studio, and expand the ServiceNow category from the toolbox. Then drag

the relevant activity to the designer area.

To learn more about the eyeShare Workflow designer please refer to the eyeShare

Workflow User Guide.

ServiceNow Create Record

This activity creates a new record in ServiceNow. Click Optional Properties to

add/remove fields.

Output: The ID of the new record.

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ServiceNow Delete Record

This activity deletes an existing record from ServiceNow.

Output: Success/Failure.

ServiceNow Get Record

This activity gets a list of ServiceNow records according to the selected criteria.

(Click Add to add filters to the list, and click Edit to modify the existing filters).

Filters are applied (by the activity) to records which contain values in the

specified field.

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Since retrieving the translation of fields’ data from ServiceNow might take a

while, it is recommended that the filters of this activity are as specific as possible.

In case there is more than one field of the same level, the first in the list is

displayed as the label name and the others are displayed as the actual field name.

Output: a result set of all matching records.

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ServiceNow Update Record

This activity updates an existing record in ServiceNow. Click Optional Properties to

add/remove fields.

They key icon next to a field specifies the field that will be used as a primary key. The

default key is the “Number” field. Check or uncheck a field as a primary key by

double clicking the location of the key icon.

To update a “checkbox” type field, set its value to true/false.

Output: Success/Failure.

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ServiceNow Upload Attachment

This activity uploads an attachment to an existing record in ServiceNow.

Only files located on the same server where the eyeShare ServiceNow

integration is installed can be uploaded.

Output: Success/Failure.

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Configuration File

The following settings are available within the eyeShare ServiceNow module configuration file - eyeShare ServiceNow Server.exe.config, located in the directory of the eyeShare ServiceNow Module executable, assigned to the Windows service eyeShare ServiceNow Server.

{eyeShare Install Directory}\eyeShare ServiceNow Server

The Default location is C:\Program Files\eyeShare\eyeShare ServiceNowServer\eyeShare ServiceNow Server.exe.config

In order for updates to take effect, restart the Module’s Windows Service.

Log Settings

The following setting define the eyeShare Module logging:

<add key="LogLevel" value="1"/>

1. Default: value="1"

2. Defines the level of details captured and written to the module log file:

1 – Critical errors are written to the log file

2 - Critical and warning errors are written to the log file

3 – All log levels are written to the log file

<add key="LogsDirectory" value=""/>

1. Default: value=""

2. Defines the log file path. The default path is the one set during the installation.

<add key="LogFileName" value=""/>

1. Default: value=""

2. Defines the log file name. The default name is “eyeShare_ServiceNow Server_DDMMYYYY.log”. For example: eyeShare ServiceNow Server_17092015.log

<add key="LoggingDateFormat" value="MM/dd/yyyy HH:mm:ss"/>

1. Default: value="MM/dd/yyyy HH:mm:ss"

2. Defines the date and time format written to log file entries.

<add key="LogNumberOfDaysToPreserve" value="14"/>

1. Default: value="14"

2. Defines the number of days log files are kept prior to auto deletion.

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Proxy Settings

The following settings define the proxy connectivity.

<add key="ProxyURL" value=""/>

Defines the URL to connect to ServiceNow via a proxy server.

<add key="ProxyUserName" value=""/>

Defines the user for the proxy server.

<add key="ProxyPassword" value=""/>

Defines the password for the proxy server user.

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Using Import Sets

Import Sets are used to import data from various data sources and map the data into

ServiceNow tables. The Import Sets table acts as a staging area for records imported

from a data source.

eyeShare can use Import Sets to create and update records.

Using Import Sets is not mandatory. By default, eyeShare does not use Import

Sets.

ServiceNow Configuration

To define the usage of Import Sets in ServiceNow:

1. Log in to ServiceNow with an administrative user.

2. In the Switch to page field select System Administration.

3. Click the Integration box.

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4. Click Web Services.

5. Click Inbound.

6. Click Web Service Import Set.

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7. In the Label field and in the Target table field, type in a meaningful name. Set

other properties as depicted below and click Create.

8. Click Auto map matching fields.

9. Check the Run script checkbox and add the following script to the Script field:

if (action == 'insert')

target.number = getNextObjNumberPadded();

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10. In the Fields Map section search for the number field. Double click on the

value “false” in the Coalesce field and set it to “true”.

11. Click the number field.

12. Check the Coalesce empty fields checkbox and click Update.

13. Click Update.

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14. Repeat steps 7-13 for tables Change Request and Problem.

15. To view your temporary table mapping in ServiceNow, expand the System

Web Services branch on the left menu.

eyeShare Configuration

To enable the usage of Import Sets in eyeShare rename the file C:\Program

Files\eyeShare\eyeShare ServiceNow Server\ImportSets\ImportSets - Sample.xml to

ImportSets.xml.

Once the file is renamed, the ServiceNow log file will record every usage of the

Import Sets. For example:

Create record request(ImportSets):

Update record request (ImportSets):

Single Sign On (SSO) via ADFS

If SSO is enabled in your organization, use the following URL in the module

configuration window:

http://<your-instance>.service-now.com/side_door.do

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Troubleshooting

Module is down

If the Module is down, open the Configuration window and click Test Connection.

If the test is successful - verify your license contains the “ServiceNow” in the

Modules section.

If the test fails - continue troubleshooting according to the next section.

For eyeShare to communicate with ServiceNow, do the following:

1. Brows ServiceNow, and access System Web Services tab Properties.

2. Uncheck the following property:

3. Click Save.

The module is not pulling alerts

If the module is in Up state but new alerts are not pulled:

1. Verify the specific form was added to the module configuration (Forms

window).

2. In the form that the module is listening to, verify label names are not

duplicated.

New alerts from ServiceNow do not create eyeShare incident

If you see new events in the eyeShare Active Log window, but new incidents are not

created in eyeShare Dashboard:

1. Verify all ServiceNow fields required for the mapping (module Configuration

Mapping window) are sent with data from ServiceNow, and are not sent

empty (you may verify that by opening the ServiceNow log [C:\Program Files

(x86)\eyeShare\eyeShare ServiceNow Server\Logs] and searching for the

incoming messages.

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Test Connection failure

1. Error: “Could not connect to net.tcp://ServerName: 11020./ The connection

attempt lasted for a time span…” ( “ServerName” represents the device you

have listed in the General Settings window).

Explication and/or Solution: ServiceNow Module is not installed on

“ServerName”, or service “eyeShare ServiceNow” is not running. If the

specified server is incorrect then select the correct server where the

component is installed. If the server name is correct then start the service (or

restart it if it is already started). If the service does not exist install it on the

selected server.

2. Error: “The remote name could not be resolved”.

Explication and/or Solution: Check that the URL you have provided is correct

and available from the eyeShare server.

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3. Error: “Unable to connect ServiceNow The underlying connection was closed: Could not

establish trust relationship for the SSL/TLS secure channel”

Explication and/or Solution: eyeShare server is missing an Entrust certificate.

Download and install Entrust.net Certificate Authority (2048).

• Valid Until: 7/24/2029

• Serial Number: 38 63 de f8

• Thumbprint: 50 30 06 09 1d 97 d4 f5 ae 39 f7 cb e7 92 7d 7d 65 2d 34 31

• Signing Algorithm: SHA1RSA

• Key Size: 2048

• Support EKU: SHA?1 SSL, Code Signing, S/MIME

• Validation: OV

• Chain Certificate: Entrust Certificate Authority ? L1C

4. Error: “The request failed with HTTP statue 401: Unauthorized”

Explication and/or Solution: Check that the user name and password you

have provided are valid and have sufficient permissions to login to

ServiceNow.

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Create Record, Update Record, Get Record

1. Error: Activity displays the error “Unable to communicate with ServiceNow

Module”.

Explication and/or Solution:ServiceNow Module is in status Down, check

troubleshooting step “Module is down”.

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Tips

Recovery Workflow

If you want to trigger a Workflow when an alert is acknowledged, select the relevant

option from the following list and perform the following steps:

The closed record complies with the original record’s condition:

1. In eyeShare Studio, go to Rules, and open the relevant rule.

2. Add a recovery workflow to the row of the original condition.

For example: if the condition to execute a Workflow when getting a record is

“Priority = High”, the Workflow in the Workflow field is executed when the

record is opened, and the Workflow in the Recovery Workflow field is

executed when the record is closed.

The closed record does not comply with the original record’s condition:

1. In eyeShare Studio, go to Rules, and open the relevant rule.

2. Create a new condition that complies with the closed record.

3. Add a recovery workflow to the new condition.

For Example: if the condition to execute a Workflow when getting a record is

“Status = New”, the Workflow in the Workflow field is executed when the

record is opened; however, closed records do not comply with this condition.

In this case, add another condition - “Status = Closed” and add a recovery

Workflow executed when the record is closed.

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