Configure Virtana Platform for ServiceNow Integration

You can add a ServiceNow integration to Virtana Platform so that requests can be generated in ServiceNow by Optimize.

About This Task

When configuring the ServiceNow integration, you must select the Default Issue Settings. The issue settings are the fields used in your ServiceNow account. They are pulled into Virtana Platform from ServiceNow.

Since you can add only one ServiceNow integration in Virtana Platform, select all settings you might want included in any change requests. You can customize the settings per policy later, to satisfy specific use cases.

Prerequisites

You must configure ServiceNow with a web service access only user and an item in the Application Registry for Virtana so that Optimize can connect to ServiceNow. See Configure ServiceNow for Integration with Virtana Platform.

Steps

  1. In Virtana Platform, click the Settings sprocket.

  2. In the left navigation pane, click Integrations > Change Management.

    vp-settings-integ-change-mgmt.png
  3. Click Connect to ServiceNow.

    The Setup ServiceNow Integration form opens.

    vp-settings-integ-snow.png
  4. Enter the required information:

    • Your ServiceNow Domain in the format sample.servicenow.com

    • Username and Password for the user account that will access the ServiceNow APIs

    • OAuth Client ID and OAuth Secret

      You can copy the ID and secret password from the Application Registry page in ServiceNow.

  5. Click Test Connection.

    A message indicates if connection is successful.

    If connection is successful, the Default Issue Settings display.

  6. Under Default Issue Settings click Add Fields to select the fields you want to include when generating ServiceNow change requests.

    Select the fields you want filled in by default for all ServiceNow requests created through Optimize.

  7. Click Add Fields to select any optional fields you want to add.

    The list of optional fields changes depending on the issue type you select.

    Tip

    You can delete optional fields by clicking Remove next to the field or by deselecting the item in the Add Fields list.

  8. Select or enter content for each field you included.

    You must enter content for all required fields to complete the integration.