TIBCO Scribe® Online Connector For ServiceNow

Use the TIBCO Scribe® Online Connector For ServiceNow to integrate service request data.

Use Cases

• Integrate your service requests to easily track resolution progress across systems.
• Maintain a single incident database and eliminate the administrative overhead of manual data synchronization.

Connector Specifications

This Connector supports the ServiceNow REST API.

	Supported
Agent Types
On Premise	X
Cloud	X
Replication Services
Source
Target
Integration Services
Source	X
Target	X
Migration Services
Source
Target
Maps
Integration	X
Request-Reply	X
Message

Supported Entities

The ServiceNow Connector supports the following entities. Click a linked entity name for additional information when using that entity in TIBCO Scribe® Online.

Standard Operations

Entity	Query	Create	Update	Delete
sc_request	X	X	X	X
sc_request_item	X	X	X	X
incident	X	X	X	X
task	X	X	X	X

Table Filter

The Table Filter field in the TIBCO Scribe® Online ServiceNow Connection dialog is used to filter the available entities.

• All ServiceNow entities are available and support Query, Create, Update, and Delete operations.
• If the Table Filter field is blank, only sc_request, sc_request_item, and incident entities are available in operation Blocks, such as Query.
• To access other ServiceNow entities, include them in the Table Filter field. You must use the table name of the entity and not the label that displays in the ServiceNow user interface, such as sc_request not Request.

  

  Use “%” and “*” to match one or more characters in a table name and “?” to match zero or one character in a table name.

  

Setup Considerations

To use the ServiceNow, consider the following:

• Requires a subscription key from Datix.
• A separate REST API consumer account for each Agent/Connection combination is recommended.
• Connection setup requires that a REST API consumer account be setup in the target Service Now environment. Typically, this is an admin account for the ServiceNow environment.

API Usage Limits

ServiceNow does not impose a logical limit on the number of REST API calls however, the REST API call rate is governed by the ServiceNow instance to maintain a certain level of performance.

Selecting An Agent Type For ServiceNow

Refer to TIBCO Scribe® Online Agents for information on available Agent types and how to select the best Agent for your Solution.

Connecting To ServiceNow

1. Select More > Connections from the menu.
2. From the Connections page select Add to open the Add a New Connection dialog.
3. Select the Connector from the drop-down list in the Connection Type field, and then enter the following information for this Connection:
   • Name — This can be any meaningful name, up to 25 characters.
   • Alias — An alias for this Connection name. The alias is generated from the Connection name, and can be up to 25 characters. The Connection alias can include letters, numbers, and underscores. Spaces and special characters are not accepted. You can change the alias. For more information, see Connection Alias.
   • Server URL — URL of the ServiceNow server in the following format: https://<server_name>
   • Username — Username for your ServiceNow account.
   • User Password — Password for your ServiceNow account.
   • Subscription Key — Subscription key provided by Datix.
   • Table Filter — Comma delimited list of table names that should be included when metadata is retrieved.
     • Use ‘%’ and ‘*’ to match 1 or more characters in a table name.
     • Use ‘?’ to match 0 or 1 character in a table name.

     Note: Whenever there are changes to the Table Filter settings, reset metadata for the ServiceNow Connection to update the available entities in TIBCO Scribe® Online.

4. Select Test to ensure that the Agent can connect to your database. Be sure to test the Connection against all Agents that use this Connection. See Testing Connections.
5. Select OK/Save to save the Connection.

Metadata Notes

Consider the following for ServiceNow data fields and entity types.

Booleans

The following values are supported for Boolean fields:

• True/False
• 1/0

Case

ServiceNow is case insensitive.

Data Types

Data types in ServiceNow correspond to those in TIBCO Scribe® Online as follows:

ServiceNow Data Type	TIBCO Scribe® Online Data Type
integer	Int32
string	string
journal_list	string
journal_input	string
choice	string
work_flow	string
sys_class_name	string
glide_list	string
journal	string
domain_path	string
user_input	string
variables	string
workflow	string
GUID	string
domain_id	string
reference	string
table_name	string
date/time	DateTime
due_date	DateTime
glide_date	DateTime
glide_date_time	DateTime
timer	DateTime
metric_absolute	double
boolean	boolean
currency	decimal
price	decimal
Any types not listed are converted to type string.	string

NULL Values

NULL filter values are supported for nullable fields.

Pick Lists

Pick lists are supported by using Lookup Tables.

Retry Logic

Automated retries after timeouts are not currently supported.

ServiceNow Connector As IS Source

Consider the following when using the ServiceNow Connector as an Integration Service source.

Relationships

Relationships are not currently supported. To get a child level entity it must be queried separately from the parent.

Filtering

Net Change

When a datetime is configured on the Query Block on the Block Properties Net Change Tab to query for new and updated records, that configuration is treated as an additional filter. The Net Change datetime filter is applied as an AND after any other filters specified on the Block Properties Filter Tab. TIBCO Scribe® Online builds a query combining both the Net Change filter and the filters on the Filter tab. See Net Change And Filters for an example.

Some Connectors for TIBCO Scribe® Online only support one filter. For those Connectors you can use either Net Change or one filter on the Filter tab, not both.

Net Change is supported for all ServiceNow entities using the createdon and updatedat fields.

ServiceNow Connector As IS Target

Consider the following when using the ServiceNow Connector as an Integration Services target.

Batch Processing

Batch Processing is not supported.

Notes On Standard Entities

Use the Table Filter when configuring a ServiceNow Connection for better overall UI performance.

Notes On Custom Entities

Custom entities and REST endpoints are supported by the Connector. Reset metadata to access any new entities and endpoints. See Resetting Metadata.

Errors

ServiceNow trial instances hibernate when they are not regularly in use. If your trial instance goes into hibernation, TIBCO Scribe® Online cannot access your ServiceNow instance and errors similar to the following are generated when testing the Connection:

Connection test failed: Error occurred in RestActions.ExecuteHttpServiceNowRequest. Failed to receive HttpWebResponse from ServiceNow: The underlying connection was closed: An unexpected error occurred on a receive.

If your ServiceNow Instance is hibernating when running a Solution that uses the ServiceNow Connection, a Fatal Error is generated and the Solution stops executing.

Workaround: 

Log into your ServiceNow Instance and perform an Admin function to wake it up.

TIBCO Scribe® Online API Considerations

To create Connections with the TIBCO Scribe® Online API, the ServiceNow Connector requires the following information:

Connector Name	ServiceNow
Connector ID	85A17B38-B9B8-4A7A-9861-CF6A58D84632

TIBCO Scribe® Online Connection Properties

In addition, this Connector uses the Connection properties shown in the following table.

Name	Data Type	Required	Secured	Usage
ServiceUrl	String	Yes	No
username	String	Yes	No
password	String	Yes	Yes
SubscriptionKey	String	Yes	No
TableFilter	String	No	No

More Information

For additional information on this Connector, refer to the Knowledge Base and Discussions in the TIBCO Community.