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Identity Manager 9.2 - Administration Guide for Connecting to ServiceNow

ServiceNow Module Overview Installation Managing ServiceNow Incidents from One Identity Manager One Identity Manager for Service Catalog Logging Troubleshooting

Configuring ServiceNow Connection Parameters

To support the One Identity Manager and ServiceNow integration solution, the following ServiceNow connection parameters must be assigned in the Designer.

  • InstanceURL

  • InstanceUser

  • InstanceUserPassword

To configure the ServiceNow connection parameters

  1. In One Identity Manager Designer, navigate to Base Data | General| Configuration parameters.
  2. In the Configuration parameters pane, expand SCN.

    The ServiceNow configuration parameters are displayed.

  3. To assign the parameters to the Designer:
    1. Click InstanceURL, and in the Configuration parameters dialog, in the Value field enter the instance url for ServiceNow.
    2. Click InstanceUser, and in the Configuration parameters dialog, in the Value field enter the instance user for ServiceNow.
    3. Click InstanceUserPassword, and in the Configuration parameters dialog, in the Value field enter the instance user password for ServiceNow.
  4. On the toolbar, click Commit to database. Follow the on-screen instructions displayed to save the changes to the database.
  5. On the menu bar, click Database | Compile database. Follow the on-screen instructions displayed in the Designer - Database Compiler wizard to compile the database.

    The ServiceNow connection configuration parameters are now assigned in the Designer.

Enabling Service categories for ServiceNow

To enable service categories for ServiceNow

  1. Open the Manager. Navigate to IT Shop| Service Catalog.

    The Service categories pane displays the available service categories.

  2. Right-click the service category for which you want to enable ServiceNow, and select Tasks | Change master data.
  3. On the service category dialog, select the Enable for ServiceNow check box.
  1. On the toolbar, click Save.

    The selected service category is now enabled for ServiceNow. Repeat the steps to enable other available service categories for ServiceNow.

Configuring One Identity Manager Custom IT Shop

Configuring One Identity Manager Custom IT Shop for ServiceNow module

The ServiceNow module requires the creation of a customized approval policy, which must be bound to the IT Shop elements. This process involves the following:

  1. Creating approval policies for external approval.
  1. Assigning external approval policy to IT Shop.

Creating approval policies for external approval

Before working with the One Identity Manager IT shop, you must configure the approval policies to require approval from external sources.

To create Approval polices

  1. Open the Manager. Navigate to IT Shop| Basic Configuration Data. Right-click Approval workflows, and select New.
  2. On the Workflow editor, go to Toolbox, under Workflow and click Edit.
  3. In the Edit workflow dialog, in the Name field, enter a name for the new workflow and click Ok.

    A new workflow with the assigned name is displayed in the workflow editor.

  4. To add a new approval level to the approval workflow, in the Toolbox, under Approval levels, click Add.

    A dialog to edit the selected approval step properties is displayed.

  5. Enter the values in the following fields:

    • Single step: Enter an appropriate name.
    • Approval procedure: From the drop-down menu, select EX-Approvals to be made externally.

    • Processing Status on success: From the drop-down menu, select Assigned by self-service.

    • Event: Add an appropriate name.

  6. Enter values in other required fields and click Ok.
  7. On the toolbar, click Save to save the approval workflow.

  8. To create a new approval policy, navigate to IT Shop | Basic Configuration Data. Right-click Approval policies and select New.

  9. In the Approval policy pane, enter the values in the following fields:
    • Approval policy: Enter an appropriate name for the policy
    • Approval workflow: From the drop-down select the newly created approval workflow.
  10. Click Save.
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