The "ServiceNow Incidents" SyncPack version 4.1.0 addresses an issue with syncing Work Notes and an issue where the "Sync Incident Details from ServiceNow to SL1 Events" application would generate a read timeout error.
You should not use the "ServiceNow Incidents" SyncPack and the "ServiceNow Events" SyncPack on the same PowerFlow system. Also, do not use the "ServiceNow Incidents" and the "ServiceNow Cases" SyncPacks on the same PowerFlow system.
You can use "ServiceNow Incidents" SyncPack version 4.1.0 or later with the Incident portion of the existing CMDB & Incident workflow as well as the new Incident-only workflow. You cannot use both workflows on the same PowerFlow system.
This SyncPack is compatible with the "ServiceNow Service Graph Connector" SyncPack and the "ServiceNow CMDB" SyncPack.
Issues Addressed in this Release
The following issues were addressed in the "ServiceNow Incidents" SyncPack version 4.1.0:
- Due to a change in GraphQL in SL1 version 11.1.0, some PowerFlow applications will fail to sync if you upgrade to that version of SL1. To avoid this situation, upgrade to SL1 version 11.1.2, where this issue was addressed.
- Addressed an issue where the Run Book Automation for an Incident did not properly update the corresponding Work Notes. This release added a work_notes field to the incident import table and added a transform rule to restore the ability to pass through Work Notes from the Automation. (Case: 00242245. Jira ID: INT-4759)
- Addressed an issue where the "Sync Incident Details from ServiceNow to SL1 Events" application would fail due to a read timeout error caused by large amounts of data in the sync. (Case: 00253560. Jira ID: INT-4747)
To view release notes and manuals for all versions of the SL1 PowerFlow Platform, see SL1 PowerFlow Platform Documentation. To view release notes and manuals for PowerFlow SyncPacks, see SL1 PowerFlow SyncPack Documentation.
Known Issues
The "ServiceNow Incidents" SyncPack contains the following known issues:
- Due to a change in GraphQL in SL1 version 11.1.0, some PowerFlow applications will fail to sync if you upgrade to that version of SL1. To avoid this situation, upgrade to SL1 version 11.1.2, where this issue was addressed.
- If you are using the "ServiceNow CMDB" SyncPack version 3.5.0 or later to sync SL1 devices to ServiceNow, you should set the value of the cmdb_integration parameter in the "ServiceNow: Add/Update/Clear Incident" run book action policy to "SGC" to allow CIs to attach to incidents. If you are using versions of the "ServiceNow CMDB" SyncPack before version 3.5.0, set the value of the cmdb_integration parameter to "CMDB".
System Requirements
The "ServiceNow Incidents" SyncPack version 4.1.0 requires:
- SL1 PowerFlow platform version: 2.4.0 or later.
- SL1 version: 11.2.0 or later. For details on upgrading SL1, see the appropriate SL1 Release Notes.
- Base Steps SyncPack version: 1.5.0 or later.
- ServiceNow Base SyncPack version: 3.5.0 or later.
- ServiceNow Base PowerPack: 106 or later. You can download the PowerPack from the PowerPacks page.
- ServiceNow version: Tokyo or later, with Web Services enabled.
- "ScienceLogic SL1: Incident Automation" application version: 1.0.6. You can download the application from the ServiceNow Store.
You should always use the most recent version of a SyncPack and its certified application.
The following table lists the port access required by PowerFlow for the "ServiceNow Incidents" SyncPack:
| Source IP | Integration Service Destination | Integration Service Source Port | Destination Port | Requirement |
| PowerFlow |
SL1 API |
Any | TCP 443 | SL1 API Access |
| PowerFlow | ServiceNow API | Any | TCP 443 | ServiceNow API Access |
| SL1 Run Book Action | PowerFlow | Any | TCP 443 | Send SL1 data to the PowerFlow |
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.
ScienceLogic does not support any deployment that attempts to sync one SL1 instance to multiple ServiceNow instances. A deployment of this type will be incredibly fragile and would require the customer to strictly control their environments. This is not something that can be controlled programmatically. Escalations related to this type of deployment are not supported.
Upgrading or 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 integration applications in this SyncPack, as these settings are not retained when you upgrade.
If you are using an older version of the ServiceNow Incidents SyncPack, you should uninstall that version in the PowerFlow user interface before installing this release. Uninstalling ensures that all deprecated applications and configurations have been removed from your system.
If you are upgrading from a previous version of this SyncPack and you want to keep your settings from the existing "ScienceLogic SL1: CMDB & Incident Automation" application, see Migrating from the "ScienceLogic SL1: CMDB & Incident Automation" Application to the "ScienceLogic SL1: Incident Automation" Application.
Installing or Upgrading 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:
- Go to the ScienceLogic Support site at https://support.sciencelogic.com/s/.
- Click the tab and select PowerPacks.
- In the Search PowerPacks field, search for this SyncPack and select it from the search results. The Release Version page appears.
- On the 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.
- Click the button to download the .zip file containing 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:
- On the SyncPacks page, click . The Import SyncPack page appears.
- Click 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.
- Click . 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:
-
On the SyncPacks page, click the 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.
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Click 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.
- 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.
- If you have other versions of the same SyncPack on your PowerFlow system, you can click the button () for that SyncPack and select Change active version to activate a different version other than the version that is currently running.
Migrating from the "ScienceLogic SL1: CMDB & Incident Automation" Application to the "ScienceLogic SL1: Incident Automation" Application
This section explains how to upgrade from the existing "ScienceLogic SL1: CMDB & Incident Automation" application to the new "ScienceLogic SL1: Incident Automation" application with version 4.0.0 and later of this SyncPack.
Both applications include the following functionality:
- Create, update, or clear a ServiceNow Incidents from an SL1 Event
- Sync Incident State from a ServiceNow to an SL1 Event
These applications do not share any tables or fields within ServiceNow.
This section highlights some considerations when transferring to the Incident only application (version 4.0.0 or later of this SyncPack). Any customizations you made in another Certified Application do not carry over to other Certified Applications, even when both are provided by the same vendor. You will need to adapt customizations made previously so they can work within this new application.
- The Correlation ID (correlation _type in the Run Book Action Input Parameters) is no longer set in SL1 or PowerFlow. With the new application, the Correlation ID is set in the transformation map within ServiceNow. The preset Correlation IDs that were provided in past applications are also included and can be set by using the Properties page in the ServiceNow Application. You can address custom behavior within the transformation map.
- The Incident "onBefore" script addresses Impact and Urgency states. You will most likely need to customize the default behavior for these states to meet your requirements.
- The Incident "onBefore" script also addresses cleared event behavior, and you will need to evaluate and customize this behavior to fit your requirements.
- Evaluate the field mappings between SL1 and ServiceNow.
Installing the "ScienceLogic SL1: Incident Automation" Application in ServiceNow
Version 4.0.0 or later of the ServiceNow Incident SyncPack uses the "ScienceLogic SL1: Incident Automation" application in ServiceNow to sync incident status update from ServiceNow back to SL1. You can access the application from the ServiceNow Store. This application is also known as the "Certified Application" or the "Scoped Application".
Versions of this SyncPack before 4.0.0 used the "ScienceLogic SL1: CMDB & Incident Automation" application, but that application is not supported with version 4.0.0 or later.
You must have a ServiceNow HI Service Account to request this application and download it onto your ServiceNow instance.
You must first request the "ScienceLogic SL1: Incident Automation" application from the ServiceNow Store, and then you can install it.
To request and install the Certified Application:
- Go to the ServiceNow Store at https://store.servicenow.com and search for "ScienceLogic SL1".
- Select the "ScienceLogic SL1: Incident Automation" application. The detail page for the application appears.
- Click the button and log in with your HI credentials.
- After the request is approved, log in to ServiceNow as an administrator and navigate to Application Manager (System Applications > Applications or My Company Applications).
- Click in the menu header or search for "ScienceLogic".
- Click the version drop-down for the "ScienceLogic SL1: Incident Automation" application listing to make sure you are using the correct version of the application that is compatible with your version of this SyncPack.
- Click the button for the "ScienceLogic SL1: Incident Automation" application. The installation is complete when the button changes to .
-
In the filter navigator, search for "ScienceLogic" and locate the application in the left-hand navigation menu to verify that the application was installed.
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 version 106 or later contains Run Book Action policies, Automation policies, and an Action Type that you can use to integrate this SyncPack with ServiceNow.
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:
- If you have not done so already, upgrade your system to the 8.14.0 or later release of SL1.
- Search for and download the "ServiceNow Base Pack" PowerPack from the PowerPacks page at the ScienceLogic Support site at https://support.sciencelogic.com/s/.
- In SL1, go to the PowerPack Manager page (System > Manage > PowerPacks).
- Click the button and choose Import PowerPack. The Import PowerPack modal appears.
- Click and navigate to the "ServiceNow Base Pack" PowerPack file from step 1.
- Select the PowerPack file and click . The PowerPack Installer modal page displays a list of the PowerPack contents.
- Click . After the installation is complete, the "ServiceNow Base Pack" PowerPack appears on the PowerPack Manager page.
For more information about using the PowerPack, see the ServiceNow Events SyncPack manual.