Skip to main content

ServiceNow IT Service Management Suite (Ticket)

Connector name

pxsvcnow

Connector type

Executable

Type (UI field value)

ServiceNow IT Service Management (Ticket)

Target system versions supported / tested

Bravura Security Fabric uses the pxsvcnow interface program to trigger creations and updates on ServiceNow systems when certain events occur on the Bravura Security Fabric server.

Connector status / support

Bravura Security-Verified

This connector has been tested and is fully supported by Bravura Security.

Installation / setup

Interface programs are installed in the interface directory.

Modify the sample pxsvcnow.cfg script included in the samples directory and copy it to the \<instance>\script\ directory.

The following sections show you how to configure the event actions interface for Bravura Security Fabric 7.0 or higher by:

  • Preparing the target

  • Setting the target system address in Bravura Security Fabric

  • Writing a configuration file for event actions

See also

HELP DESK SYSTEMS > ServiceNow IT Service Management Suite shows you how to use the agtsvcnow agent program to perform operations.

Preparation

Before you can target ServiceNow, you must:

  1. Set up a target system administrator.

  2. Import the Bravura Identity Update Set into ServiceNow.

  3. Assign the target system administrator the Bravura Security Role.

  4. Ensure that the Bravura Security Fabric psadmin account is allowed to access ServiceNow IT Service Management Suite site via HTTPS.

Setting up a target system administrator

Bravura Security Fabric uses a designated account on ServiceNow IT Service Management Suite to perform Bravura Security Fabric operations. Create an account with appropriate permissions if one does not already exist.

  1. As an administrator, use a browser to log into ServiceNow IT Service Management Suite web site.

  2. In the left pane, click User Administration.

  3. Click Users .

  4. Select the user you want to promote.

  5. Click Edit next to Roles.

  6. Select admin > Add.

  7. Click Save.

Import the Bravura Identity Update Set into ServiceNow

Before you import the Bravura Identity Update Set, you must back out any previously imported Bravura Identity Update Sets:

  1. Log into ServiceNow IT Service Management Suite.

  2. Click System Update Sets.

  3. Select "Bravura Identity ITSM".

  4. Click Back Out.

    "Elevated security Admin" permissions are required to do this.

  5. Delete the Bravura Identity Update Set.

If there is an application with same name as "Bravura Identity ITSM", it is recommended to change it.

More information on the back out process can be found in section 5 of the following link:

http://wiki.servicenow.com/index.php?title=Transferring\_Update\_Sets#gsc.tab=0

Import the Update Set

  1. Locate Bravura_ITSM_Integration.xml shipped with connector pack installed together with pxsvcnow.exe. The location will be:

    • <Program Files path>\Bravura Security\Bravura Security Fabric\<instance>\ interface

      or

    • <Program Files path>\Bravura Security\Connector Packs\global\ interface

  2. Log into ServiceNow IT Service Management Suite with an admin account.

    Ensure the admin account is elevated to Security_Admin by checking the "lock" symbol in the left-top corner. If the lock symbol is open, the account is elevated. If the lock is closed, click it to elevate.

  3. Navigate to System Update Sets > Retrieved Update Sets > Import Update Set from XML.

  4. Choose the Bravura_ITSM_Integration.xml file located previously, and click Upload.

    The Retrieved Update Sets page displays "Loaded" for the Bravura Identity item.

  5. Select the "Bravura Identity ITSM" row.

  6. Click Preview Update Set.

  7. If no problems were detected, click Commit Update Set.

To confirm the import was successful, in the left panel type in "Bravura" in the Filter text field.

"Bravura Identity ITSM" will appear, and below this, three sub-menus will appear, if the import was successful:

  • "Bravura Security change"

  • "Bravura Security incident"

  • "Bravura Security problem"

The steps for importing the Update Set from XML can be found in Section 3 of the following:

http://wiki.servicenow.com/index.php?title=Transferring\_Update\_Sets#gsc.tab=0

Assign the Bravura Security Role

As part of the import, a new role called x_snc_bravura_itsm.Bravura_Security_Role is imported. This role has the appropriate permissions required to utilize the Bravura Security web services, which integrates with the pxsvcnow interface program to enable operations.

It is recommended that you configure the target system administrator account to use this role instead of the admin role.

  1. As an administrator, use a browser to log into the ServiceNow IT Service Management Suite website.

  2. In the left pane, click User Administration.

  3. Click Users .

  4. Select the user you used as the target system administrator.

  5. Click Edit next to Roles.

  6. Select x_snc_bravura_itsm.Bravura_Security_Role. > Add.

  7. Click Save.

    If the Bravura Security Role does not appear in the list on on the left hand side, set the filter as: Name Contains "Bravura".

Ensuring psadmin access

Ensure that the Bravura Security Fabric psadmin account is allowed to access the ServiceNow site via https:

  1. As psadmin, log into the server where Bravura Security Fabric resides.

  2. Using a browser, access your ServiceNow IT Service Management Suite site via https (for example; https://dev00001.service-now.com) and add it as a trusted site.

Targeting ServiceNow

Bravura Security Fabric provides the option of using the target system name in event action fields in the Manage the system (PSA) module or Configure event (itsm) module, rather than the program name. The security benefit is that all sensitive information (server address, admin credentials) is automatically passed to the program, rather than stored in the .cfg file in plain text.

For each ServiceNow IT Service Management Suite system, add a target system in Bravura Security Fabric (See the "Base Configuration Guide"):

  • Type is ServiceNow IT Service Management (Ticket) , listed under IT Service Management Systems .

  • ServiceNow IT Service Management target system address syntax is as follows:

    Server The server’s host name or IP address.

    (key: server)

    Port The TCP port number, typically 443.

    (key: port)

    Connection over SSL Select to enforce SSL connections. Default is "true".

    (key: ssl)

    Validate the server’s certificate when connecting Determines whether to validate the server’s security certificate for SSL connections. Default is "true".

    (key: checkCert)

    HTTP Network Proxy (Optional) Proxy URL to use for connecting.

    (key: proxy)

    Module Incident, Change , or Problem

    (key: module)

    The address is entered in KVGroup syntax:

    {server=<server url>; port=<port>; proxy=<ip:port>; ssl=<true|false>; checkcert=<true|false>; module=<incident|change|problem>}

  • Set the Administrator ID and Password to the login ID and password for the user with permissions to perform all required operations.

Once you write a configuration file, you can use the target ID to configure event actions in the Manage the system (PSA) module or Configure event (ITSM) module.

Configuring event actions

pxsvcnow can manage Incident, Problem or Change on ServiceNow systems.

To configure an event action to interface with ServiceNow , you must write a configuration file. Modify the pxsvcnow.cfg sample script included in the samples directory and copy it to the \<instance>\script\ directory. If you cannot find the sample file, try re-running setup to modify your installation. Sample files are automatically installed with complete (typical) installations. You can select them in custom installations.

When you configure an event, you enter the program name or, as of Bravura Security Fabric version 7.0, the target ID you set up earlier. In both cases, pxsvcnow looks for the default script with the matching name.

You can write an alternative .cfg file; for example when you have multiple pxsvcnow targets. When you configure an event, you specify the file using the -cfg parameter; for example:

  • pxsvcnow.exe -cfg myfile.cfg

    or

  • MYTARGET -cfg myfile.cfg

Note

In addition to the Incident—Change—Problem module, pxsvcnow can search for any field from any table in ServiceNow and update that field providing the table ID and the field ID are known. There is an example showing how to do this in the pxsvcnow.cfg sample script.

Requirements

If you do not use a ticket target to configure events, you must define the variables shown in the table below in every ServiceNow script.

Table 1. Required variables for ServiceNow

Variable

Description of the value

adminid

is the user ID of a user with permissions to perform all operations that you require.

adminpwd

is the password for the above user.

server

is ServiceNow’s host name or IP address.

port

is port number for ServiceNow web service, default is 443.

proxy

is the HTTP proxy server.

ssl

accepts true or false to switch connection SSL protocol on or off.

checkCert

determines whether to validate the server’s security certificate for SSL connections.

module

is the module in ServiceNow that you want to access.



In this section: