ServiceNow Service Catalog SyncPack Release Notes, version 1.0.0

Version 1.0.0 is the initial release of the "ServiceNow Service Catalog" SyncPack. This SyncPack lets you initiate a discovery session to discover devices in SL1 from ServiceNow. You can also use this SyncPack to place SL1 devices into and out of maintenance mode using ServiceNow change requests.

Features Included in this Release

Version 1.0.0 of the "ServiceNow Service Catalog" SyncPack includes the following features:

  • You can use the following PowerFlow applications in this SyncPack to initiate a discovery session of SL1 devices from ServiceNow:  
    • Sync Catalog Requirements
    • Sync Discovery Session Status from SL1 to ServiceNow
    • Sync Discovery Templates from SL1 to ServiceNow
    • Sync Service Requests from ServiceNow to SL1
  • You can use the following PowerFlow applications in this SyncPack to put devices into and out of maintenance in SL1:
    • Create or Update Maintenance Schedule from ServiceNow Trigger
    • Sync Catalog Requirements
    • Sync Maintenance Schedules from ServiceNow to SL1
    • Sync Service Requests from ServiceNow to SL1
    • Trigger Device Maintenance Updates via MID Server
    • Update SL1 Event With ServiceNow Change Request Info
  • The "Sync Catalog Requirements" application triggers the following applications:
    • Sync Organizations from SL1 to ServiceNow Dependents Table
    • Sync PF Configs
  • In ServiceNow, you can follow the Guided Setup on the ScienceLogic Integration with Catalog Request page to configure ServiceNow and PowerFlow for this SyncPack.
  • In SL1, you can monitor change requests related to this SyncPack on the Changes widget of the Service Investigator page. SL1 events are created when maintenance mode is enabled and disabled.
  • The Service Request form for device discovery in ServiceNow lets you specify up to five regions, which lets you sync multiple SL1 systems with a single ServiceNow.
  • This SyncPack supports ServiceNow CIs that do not have an IP address but have a hostname instead.
  • PowerFlow configurations in the ServiceNow "Discovery Dependents" table utilize the "Monitored True/False" field to indicate if the configuration still exists in PowerFlow.
  • SL1 events are created when the ServiceNow change is closed, allowing events to use the actual start and end time of the change windows as opposed to the proposed schedule time.

Known Issues

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

System Requirements

The "ServiceNow Service Catalog" SyncPack requires:

  • SL1 PowerFlow platform version 2.4.0 or later.
  • "Base Steps" SyncPack version 1.5.4 or later.
  • "ServiceNow Base" SyncPack version 3.7.0 or later.
  • "Flow Control" SyncPack version 1.0.0 or later.
  • SL1 version 11.2.0 or later. To support SL1 Service Investigator 2.0 features, SL1 12.2.0 is required. For details on upgrading SL1, see the SL1 Platform Release Notes.
  • ServiceNow Tokyo or later with Web Services enabled. You will also need to install the ServiceNow Service Catalog Request Application to use this SyncPack.
  • The "ScienceLogic SL1: Service Catalog Automation" certified application version 1.0.2. For more information, see Installing the "ScienceLogic SL1: Service Catalog Automation" Application in ServiceNow.

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

In addition, you will need to add the following role to the ServiceNow Integration user to give the user access to the ServiceNow Service Catalog Request Application:

  • x_sclo_sl1_catalog.sl1catalogaccess

If you need to create templates, add the following role to the ServiceNow Integration user:

  • x_sclo_sl1_catalog.catalog_item_template

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

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: Service Catalog Automation" Application in ServiceNow

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

Contents of the Application

This release of the "ServiceNow Service Catalog" SyncPack requires version 1.0.2 of the "ScienceLogic SL1: Service Catalog Automation" application. Version 1.0.2 includes the following updates:

  • Included support for ServiceNow Tokyo.
  • As the initial release of the certified application, enabled the initiation of a discovery session of SL1 devices from ServiceNow.
  • Also enabled the ability to put devices into and out of maintenance in SL1.

Installing the Application

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

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

To request and install the "ScienceLogic SL1: Service Catalog Automation" application:

  1. Go to the ServiceNow Store and search for "ScienceLogic SL1".
  2. Select the "ScienceLogic SL1: Service Catalog Automation" 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: Service Catalog Automation" application listing to make sure you are using the correct version of the application that is compatible with your version of this SyncPack.
  7. Click Install for the 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.