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Title
Does TPAM support the 'Service Now' ticket system? -
Description
Is there support for the ServiceNow ticketing system? If not, is it on the roadmap? -
Resolution
ServiceNow can be configured as a Ticket System in TPAM using the "Web Service" option. The purpose of this is so that users can provide a ticket number along with their TPAM request and TPAM will do a check to ensure the ticket is valid.
Add a Ticket System in TPAM and select the Web Service option, you will be asked for the following details:
- URI (the address of the ServiceNow server where the request will be sent)- Type (HTTP GET or POST and REST GET or POST)- XML Encoding- XML Path- XML Error Path- Login credentials
The details above will need to be provided by the ServiceNow Administrator. Unfortunately, Support can provide the exact details that are required, as these details will vary depending on the configuration in each individual environment.
More information about Ticket Systems can be found in the TPAM Sys Admin Guide.
If more assistance with setup or customization is required, this would be handled through Professional Services. -
Change Request
BFER 5469 -
Additional Information
This example has been seen to work on an example ServiceNow system: Details Tab: URI: https://.service-now.com/api/now/table/incident Type: HTTP GET XML Encoding: UTF-8 XML Path: /response/result/* XML Error Path: blank Enter admin credentials to authenticate with ServiceNow Data Tab --------------- - Web Service Parameters: Parameter Name > number Parameter Value > :TicketNumber: - Substitution Values, only enter the :SystemName: and :TicketNumber: for testing: :SystemName: being the name given to the Ticket System in TPAM (showing in Red font on top of page) :TicketNumber: an example incident number from ServiceNow - Click on Generate List to populate the Fields Returned from the web service call - Delete any fields that you are not required to use in the rules for ticket validation. - The button for "Check Web Service Call Result" will show the XML Response from the example substitute values entered.