How to set custom endpoint for Service NOW integration with Spectrum

Products

• Network Observability
• Spectrum

Issue/Introduction

This is the endpoint we need to hit to create ServiceNOW incidents.

https://www.service-now.com/api/xxxx/x_incident/integration/incidents

Environment

DX NetOps Spectrum: Any version

Resolution

Update the $SPECROOT/tomcat/webapps/ca-nim-sm/WEB-INF/config/servicenow/ServiceNowCustomEndpoint.xml file as follow:

<?xml version="1.0" encoding="UTF-8" standalone="yes"?>
<CITypes>
        <CIType>
                <CI>incident</CI>               <!-- CI Type represented here should refer to ServiceNow CI Type -->
                <Endpoint>
                        <!--
                                Only ServiceNowOperation, CustomEndpoint, CustomFunction are mandatory if your ServiceNow instance
                                does not expect namespace and soap action mandatorily with every request.
                        -->
                        <ServiceNowOperation>insert</ServiceNowOperation>
                        <CustomEndpoint>../../../xxxx/x_incident/integration/incidents</CustomEndpoint>
                        <CustomFunction>insert</CustomFunction>
                        <!--
                                If SOAPAction header has to be passed with every request, or namespace should be provided in the incoming request
                                then give the following values. Here sample values are included. To use it, uncomment the following and provide
                                valid values
                        -->
                        <!--
                        <CustomSOAPAction>customInsert</CustomSOAPAction>
                        <CustomNamespace>http://www.service-now.com/customInsert</CustomNamespace>
                        -->
                </Endpoint>
                <Endpoint>
                        <ServiceNowOperation>update</ServiceNowOperation>
                        <CustomEndpoint>../../../xxxx/x_incident/integration/incidents</CustomEndpoint>
                        <CustomFunction>update</CustomFunction>
                        <!--
                        <CustomSOAPAction>customUpdate</CustomSOAPAction>
                        <CustomNamespace>http://www.service-now.com/customUpdate</CustomNamespace>
                        -->
                </Endpoint>
</CIType>
</CITypes>

Update the NIM page (https://OneClick:8443/.ca-nim-sm/ui/configuration.jsp) as follow:

 

Name: ServiceNow

URL: https://www.service-now.com  (supply your URL)

Username:

Password:

ServiceNowClientURL: https://www.service-now.com  (supply your URL)

Username:

useCustomEndpoint: true

IsREstServiceEnabled: true

Additional Information

Please find the Attribute Mapping below:

Alarm Fields, REST Examples and Attribute Mapping

 

Please find the NIM techdoc:

CA NIM SM Configuration for ServiceNow Custom Endpoints