Description

The ServiceNow sender plugin sends new tickets (incidents) from 1Gateway to a ServiceNow instance or updates existing tickets in the instance. The messages are sent into ServiceNow through HTTP POST. Supported ServiceNow versions: Helsinki and Istanbul. Together with the ServiceNow listener, it allows real time synchronization between several ServiceNow instances. 


Prerequisites

  • ServiceNow supported versions: Helsinki or Istanbul.
  • A user needs to be configured in ServiceNow with admin role.

A user needs to be configured in ServiceNow to insert tickets in the system with.

To add a new user in Servicenow, go to Organization > Users and click New. Fill out the User ID (username) and password and tick the "Active and Web service access only" checkbox. Finally, give the user admin role.

  • For synchronization between two ServiceNow instances, configure an outbound REST web service
  • For synchronization between two ServiceNow instances, configure a business rule. More information about the 1Gateway ServiceNow business rule can be found in the ServiceNow listener plugin documentation.
  • The business rule supplied with 1Gateway is distrbuted as a text file located in support_files/servicenow/1Gateway_businessrule.txt

Installation

Make sure you have the 1gateway zip file that includes the plugin files and valid licences information ready. This file has been provided to you with the installation files.

1 - Login

Login to 1gateway, and make sure you are in "Advanced mode". If this is the first time you log in, the default user and password are both 'admin' (without the quotes).

2 - System Maintenance

Click on the menu icon and choose the option "System maintenance"


3 - Upload file


In the System maintenance view you can either drag and drop the downloaded zip file or select it by clicking the "choose file" button.

4 - Restart

After the upload installation will be confirmed. Restart 1Gateway to ensure any locked files are updated.

Configuration


Open the main menu and click on "New plugin"

Select the plugin you want to configure. Use the Filter field if needed.

Field name

Supported values

Description

ServiceNow instance

devXXXXX

ServiceNow instance name

user

Any string

Username created in Servicenow

password

Any string

Username's password

Alias for this servicenow instance

Any string

Alias for this servicenow instance

Alias for the other servicenow instance

Any string

Alias for the other servicenow instance

The alias only needs to be configured if 1Gateway is used to synchronize several ServiceNow instances. It allows the user to identify the ServiceNow instances easily.

See also