ServiceNow Service Graph Connector Synchronization PowerPack Release Notes, version 1.0.1

Version 1.0.1 of the ServiceNow Service Graph Connector Synchronization PowerPack addresses an issue where a device sync failed if a parent device ID in SL1 had a higher value than its child.

This Synchronization PowerPack works with the ServiceNow Service Graph Connector method instead of the ServiceNow Identification and Reconciliation Engine (IRE) used by the existing ServiceNow CMDB Synchronization PowerPack. This version lets you sync devices between ServiceNow and SL1.

This Synchronization PowerPack is not compatible with versions of the ServiceNow Incident Synchronization PowerPack older than version 4.0.0. 

You cannot upgrade to this Synchronization PowerPack from the ServiceNow CMDB Synchronization PowerPack.

Issues Addressed in this Release

The following issue was addressed in this release:

  • Addressed an issue where a device sync failed if a parent device ID in SL1 had a higher value than its child. (Case: 00200196. Jira ID: EM-46079)

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 Synchronization PowerPacks, see SL1 PowerFlow Synchronization PowerPack Documentation.

Known Issues

This version of the Synchronization PowerPack has the following known issues:

  • The Service Graph Connector will not work with Incidents synced to ServiceNow. As a result, the Configuration Item field and the related list on the Affected CIs tab will not be populated when using the Service Graph Connector. The Device field on the Event record will also be blank. This issue is addressed in version 4.0.0 of the ServiceNow IncidentSynchronization PowerPack.
  • There are known issues with how ServiceNow models vCenter in the Identification and Reconciliation Engine (IRE) that prevents the syncing of vCenter devices to the ServiceNow CMDB.

System Requirements

The ServiceNow Service Graph Connector Synchronization PowerPack requires:

  • SL1 PowerFlow platform version: 2.0.0 or later.
  • Base Steps Synchronization PowerPack version: 1.3.1 or later. You can download Synchronization PowerPacks from the PowerPacks page at the SL1 Support Site.
  • ServiceNow Base Synchronization PowerPack version: 3.3.0 or later.
  • SL1 version: 8.14.0 or later. For details on upgrading SL1, see the appropriate SL1 Release Notes.
  • ServiceNow version: Quebec or Rome with Web Services enabled.
  • The "Service Graph Connector for ScienceLogic" application version: 1.0.2. You can download the application from the ServiceNow Store.
  • ServiceNow CMDB CI Class Models version: 1.30 or later. You can download the class models from the ServiceNow Store.

Prerequisites for the Synchronization PowerPack

To install this Synchronization PowerPack, 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 Synchronization PowerPacks at the same time, you should upload all of the Synchronization PowerPacks first, and then install them to address any dependencies between the Synchronization PowerPacks.

The following table lists the port access required by PowerFlow and this Synchronization PowerPack:

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

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

Installing the Synchronization PowerPack

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

To locate and download the Synchronization PowerPack:

  1. Go to the ScienceLogic Support site at https://support.sciencelogic.com/s/.
  2. Click the Product Downloads tab and select PowerPacks.
  3. In the Search PowerPacks field, search for this Synchronization PowerPack and select it from the search results. The Release Version page appears.
  4. On the PowerPack Versions tab, click the name of the Synchronization PowerPack version that you want to install. The Release File Details page appears.
  5. Click the Download File button or click the name of the .zip file containing the .whl file for this Synchronization PowerPack to download the Synchronization PowerPack.

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

To import a Synchronization PowerPack 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 Synchronization PowerPack 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 Synchronization PowerPack. The Synchronization PowerPack is added to the SyncPacks page.

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

To activate and install a Synchronization PowerPack in the PowerFlow user interface:

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

    If you try to activate and install a Synchronization PowerPack 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 Synchronization PowerPack is activated, the SyncPacks page displays a green check mark icon for that Synchronization PowerPack. 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 Synchronization PowerPack. For a successful installation, the "Activate & Install Synchronization PowerPack" 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 Synchronization PowerPack on your PowerFlow system, you can click the Actions button () for that Synchronization PowerPack and select Change active version to activate a different version other than the version that is currently running.

Installing the "Service Graph Connector for ScienceLogic" Application in ServiceNow

You must install the "Service Graph Connector for ScienceLogic" application on the ServiceNow instance to enable this Synchronization PowerPack. You must first request the "Service Graph Connector for ScienceLogic" 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 "Service Graph Connector for ScienceLogic" application:

  1. Go to the ServiceNow Store and search for "ScienceLogic".

  2. Select the "Service Graph Connector for ScienceLogic" 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 "Service Graph Connector for ScienceLogic" application listing to make sure you are using the correct version of the application that is compatible with your version of the ServiceNow Service Graph Connector Synchronization PowerPack.

  7. Click Install for the "Service Graph Connector for ScienceLogic" 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.