Event creation in Service Now

Products

• DX Unified Infrastructure Management (Nimsoft / UIM)

Issue/Introduction

Requirement: Is to not create incidents directly but create events and sent it to Service Now

Environment

Release : 20.3

Component : UIM - SDGTW

Resolution

Follow the below step:-

1. Modified the ServiceNowCustomEndpoint.xml available under the deployment folder at ca-nim-sm\WEB-INF\config\servicenow

2. Following are the changes that we have to do in the xml

 

Existing configuration:

==================

<Endpoint>
<ServiceNowOperation>insert</ServiceNowOperation>
<CustomEndpoint>incident</CustomEndpoint>
<CustomFunction>insert</CustomFunction>
</Endpoint>

<Endpoint>
<ServiceNowOperation>update</ServiceNowOperation>
<CustomEndpoint>incident</CustomEndpoint>
<CustomFunction>update</CustomFunction>
</Endpoint>

<Endpoint>
<ServiceNowOperation>getRecords</ServiceNowOperation>
<CustomEndpoint>incident</CustomEndpoint>
<CustomFunction>getRecords</CustomFunction>
</Endpoint>

<Endpoint>
<ServiceNowOperation>get</ServiceNowOperation>
<CustomEndpoint>incident</CustomEndpoint>
<CustomFunction>get</CustomFunction>
</Endpoint>

<Endpoint>
<ServiceNowOperation>deleteRecord</ServiceNowOperation>
<CustomEndpoint>incident</CustomEndpoint>
<CustomFunction>deleteRecord</CustomFunction>
</Endpoint>

 

Modified Configuration(observe we have modified the table name as em_event instead of incident):

===========================================================================
<Endpoint>
<ServiceNowOperation>insert</ServiceNowOperation>
<CustomEndpoint>em_event</CustomEndpoint>
<CustomFunction>insert</CustomFunction>
</Endpoint>

<Endpoint>
<ServiceNowOperation>update</ServiceNowOperation>
<CustomEndpoint>em_event</CustomEndpoint>
<CustomFunction>update</CustomFunction>
</Endpoint>

<Endpoint>
<ServiceNowOperation>getRecords</ServiceNowOperation>
<CustomEndpoint>em_event</CustomEndpoint>
<CustomFunction>getRecords</CustomFunction>
</Endpoint>

<Endpoint>
<ServiceNowOperation>get</ServiceNowOperation>
<CustomEndpoint>em_event</CustomEndpoint>
<CustomFunction>get</CustomFunction>
</Endpoint>

<Endpoint>
<ServiceNowOperation>deleteRecord</ServiceNowOperation>
<CustomEndpoint>em_event</CustomEndpoint>
<CustomFunction>deleteRecord</CustomFunction>
</Endpoint>

 

3.  checked the checkbox in the SDGTW UI for Enable Custom Endpoint option

4 Done the validation and it will successful

5. Once the validation is successful we are able to see the em_event related fields in the service desk drop down.