ServiceNow Cases SyncPack Release Notes, version 1.1.0

Version 1.1.0 of the "ServiceNow Cases" SyncPack adds OAuth2 support to the SyncPack.

This SyncPack uses the "ServiceNow Base Pack" PowerPack.

You should not use the "ServiceNow Cases" SyncPack and the "ServiceNow Events" SyncPack on the same PowerFlow system. Also, do not use the Cases and Incident SyncPacks on the same PowerFlow system.

Features Included in this Release

Version 1.1.0 of the "ServiceNow Cases" SyncPack includes the following feature:

  • Added OAuth2 support to the SyncPack. There are four required parameters you can add to a configuration object to facilitate OAuth2 connection to ServiceNow:

    • snow_oauth_client_id: OAuth2 Client ID from ServiceNow
    • snow_oauth_client_secret: OAuth2 Client secret from ServiceNow
    • snow_oauth_token_url: Full authentication URL, including host and protocol from ServiceNow. For example, "https://<test-instance-name>.service-now.com/oauth_token.do"
    • snow_auth_method: You can enter 'oauth' or 'http_basic' as the value. If no value is provided, 'http_basic' will be used for connection.

The configuration options listed above are included in the sample configuration object provided in the ServiceNow Base SyncPack. The configuration options listed above are only required in the configuration object if you plan to use OAuth2 to authenticate. If the values are not present in the configuration object, normal "http_basic" authentication will be used.

To view the latest manuals for the SL1 PowerFlow Platform, see the SL1 PowerFlow page. To view the latest release notes for PowerFlow, see SL1 PowerFlow Release Notes.

Known Issues

This version of the SyncPack did not have any known issues.

System Requirements

The "ServiceNow Cases" SyncPack requires:

  • SL1 PowerFlow platform version 2.4.0 or later.
  • SL1 version 11.2.0 or later. For details on upgrading SL1, see the relevant SL1 Platform Release Notes.
  • "ServiceNow Base" SyncPack version 3.8.0
  • "ServiceNow Base Pack" PowerPack version 105 or later.
  • "Base Steps" SyncPack version 1.5.5 or later.
  • ServiceNow Tokyo or later with Web Services enabled.
  • The "ScienceLogic SL1 Customer Service Management Integration" application version 1.0.14.

You should always use the most recent version of a SyncPack and its certified application.

If you want to sync CMDB data, such as Company information, you should also install the "ScienceLogic SL1: CMDB & Incident Automation" application version 1.0.45 or later.

The following table lists the port access required by PowerFlow for this SyncPack:

Source IP PowerFlow Destination PowerFlow Source Port Destination Port Requirement
PowerFlow SL1 API Any TCP 443 SL1 API Access
PowerFlow ServiceNow API Any TCP 443 ServiceNow API Access

Prerequisites for the SyncPack

To install this SyncPack, you must have administrator access to both SL1 and ServiceNow. Specifically, you will need:

  • ScienceLogic administrator access to the Administration Portal
  • ServiceNow administrator access

If you want to upload and install multiple ServiceNow SyncPacks at the same time, you should upload all of the SyncPacks first, and then install them to address any dependencies between the SyncPacks.

ScienceLogic highly recommends that you disable all firewall session-limiting policies. Firewalls will drop HTTPS requests, which results in data loss.

Installing the SyncPack

If you are upgrading to this version of the SyncPack from a previous version, make a note of any settings you made on the various applications in this SyncPack, as these settings are not retained when you upgrade.

A SyncPack file has the .whl file extension type. You can download the SyncPack file from the ScienceLogic Support site.

To locate and download the SyncPack:

  1. Go to the ScienceLogic Support site at https://support.sciencelogic.com/s/.
  2. Click the Product Downloads tab and select PowerPacks & SyncPacks.
  3. In the Search field, type the name of this SyncPack and select it from the search results. The Release Version page appears.
  4. On the Files tab, click the down arrow next to the SyncPack version that you want to install, and select Show File Details. The Release File Details page appears.
  5. Click the Download File button to download the SyncPack.

After you download a SyncPack, you can import it to the PowerFlow platform using the PowerFlow user interface.

To import a SyncPack in the PowerFlow user interface:

  1. On the SyncPacks page, click Import SyncPack. The Import SyncPack page appears.
  2. Click Browse and select the .whl file for the SyncPack you want to install. You can also drag and drop a .whl file to the Import SyncPack page.
  3. Click Import. PowerFlow registers and uploads the SyncPack. The SyncPack is added to the SyncPacks page.

You cannot edit the content package in a SyncPack published by ScienceLogic. You must make a copy of a ScienceLogic SyncPack and save your changes to the new SyncPack to prevent overwriting any information in the original SyncPack when upgrading.

To activate and install a SyncPack in the PowerFlow user interface:

  1. On the SyncPacks page, click the Actions button () for the SyncPack you want to install and select Activate & Install. The Activate & Install SyncPack modal appears.

    If you try to activate and install a SyncPack that is already activated and installed, you can choose to "force" installation across all the nodes in the PowerFlow system.

    If you do not see the PowerPack that you want to install, click the Filter icon () on the SyncPacks page and select Toggle Inactive SyncPacks to see a list of the imported PowerPacks.

  1. Click Yes to confirm the activation and installation. When the SyncPack is activated, the SyncPacks page displays a green check mark icon for that SyncPack. If the activation or installation failed, then a red exclamation mark icon appears.
  2. For more information about the activation and installation process, click the check mark icon or the exclamation mark icon in the Activated column for that SyncPack. For a successful installation, the "Activate & Install SyncPack" PowerFlow application appears, and you can view the Step Log for the steps. For a failed installation, the Error Logs window appears.
  3. If you have other versions of the same SyncPack on your PowerFlow system, you can click the Actions button () for that SyncPack and select Change active version to activate a different version other than the version that is currently running.

Installing the "ScienceLogic SL1: Customer Service Management Integration" Application in ServiceNow

You must install the "ScienceLogic SL1: Customer Service Management Integration" application on the ServiceNow instance to enable this SyncPack. This application is also called the "certified" or "scoped" application.

Contents of the Application

Version 1.0.1 of the "ServiceNow Cases" SyncPack requires version 1.0.14 of the "ScienceLogic SL1: Customer Service Management Integration" application. Version 1.0.14 includes the following updates:

  • Added support for ServiceNow Quebec.
  • Removed mandatory requirement for organization on the custom Event table.
  • As the initial release of the certified application, enabled the sync of SL1 events to and from ServiceNow cases.

Installing the Application

You must first request the "ScienceLogic SL1: Customer Service Management Integration" application from the ServiceNow Store, and then you can install it.

The "ScienceLogic SL1: Customer Service Management Integration" application requires that you have already installed the ServiceNow "Customer Service Management" module on the target ServiceNow instance.

You must have a ServiceNow HI Service Account to request this application and download it onto your ServiceNow instance.

If you want to sync CMDB data, such as company information, you should also install the "ScienceLogic SL1: CMDB & Incident Automation" application version 1.0.45 or later from the ServiceNow Store.

To request and install the "ScienceLogic SL1: Customer Service Management Integration" application:

  1. Go to the ServiceNow Store and search for "ScienceLogic SL1".
  2. Select the "ScienceLogic SL1: Customer Service Management Integration" application. The detail page for the application appears.
  3. Click Get and log in with your HI credentials.
  4. After the request is approved, log in to ServiceNow as an administrator and navigate to Application Manager (System Applications > Applications).
  5. Click Downloads in the menu header or search for "ScienceLogic".
  6. Click the version drop-down for the "ScienceLogic SL1: Customer Service Management Integration" application listing to make sure you are using the correct version of the application that is compatible with your version of the "ServiceNow Cases" SyncPack.
  7. Click Install for the "ScienceLogic SL1: Customer Service Management Integration" application. The installation is complete when the button changes to Installed.

  8. In the filter navigator, search for "ScienceLogic" and locate the application in the navigation menu in the left pane.

    You might need to log out of ServiceNow and log in again to see the updated left-hand navigation menu.

Installing the ServiceNow Base Pack PowerPack in SL1

The "ServiceNow Base Pack" PowerPack contains run book automations that you use to integrate with the ServiceNow CSM module.

By default, installing a new version of a PowerPack will overwrite all content in that PowerPack that has already been installed on the target system. You can use the Enable Selective PowerPack Field Protection setting in the Behavior Settings page (System > Settings > Behavior) in SL1 to prevent the new version of the PowerPack from overwriting local changes for some commonly customized fields.

To install the latest "ServiceNow Base Pack" PowerPack in SL1:

  1. Search for and download the "ServiceNow Base Pack" PowerPack from the PowerPacks page at the ScienceLogic Support site at https://support.sciencelogic.com/s/.
  2. In SL1, go to the PowerPack Manager page (System > Manage > PowerPacks).
  3. Click the Actions button and choose Import PowerPack. The Import PowerPack modal appears.
  4. Click Browse and navigate to the "ServiceNow Base Pack" PowerPack file from step 1.
  5. Select the PowerPack file and click Import. The PowerPack Installer modal page displays a list of the PowerPack contents.
  6. Click Install. After the installation is complete, the "ServiceNow Base Pack" PowerPack appears on the PowerPack Manager page.