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- ServiceNow Integration Using Enhanced Generic Adapter
- Overview
- Supported Versions
- ServiceNow Prerequisites
- Out of the Box Connector Update Set
- Setting up ServiceNow for the UCMDB Integration
- Push Integration with ServiceNow
- Population from ServiceNow
- External Class Model Flow
- Connectors
- Configuration
- Create a Custom coalesce Field instead of Using the Correlation ID Field
- ServiceNow Generic Adapter Enhancements in CP27
- Troubleshooting and Limitations – ServiceNow Integration Using Enhanced Generic Adapter
ServiceNow Generic Adapter Enhancements in CP27
This section provides information about new features and enhancements added to ServiceNow enhanced adapter in Content Pack 27.
-
The following topologies are supported by the adapter in terms of population:
- Referenced Topology – Implemented the standard population.
-
Referencing Topology – Added the following new topology population supportability:
-
Relationship-based Topology – Added the following new topology population supportability:
-
Added the following new properties in the adapter.properties file:
-
Jakarta and Kingston supportability
class.model.use.internal.tables
– Always uses internal schema tables.If you set
class.model.use.internal.tables=true
, the ServiceNow enhanced adapter loads the ServiceNow class model from the meta data files packed in this adapter. Otherwise, the adapter queries the ServiceNow instance that is integrated and downloads it.It is recommended to set this property to
true
if you have customized the OOTB ServiceNow class model. -
Relationship-based topology population
preload.rel.table
- Preloads relationship tables when the adapter starts.force.reload
- Forces the reloading of the CMDB_CI_REL table cache.
-
Advanced logging
-
show.interface.rtn
– Displays Result Tree Nodes (RTNs) just before returning them to the interface in the debug log.The adapter’s logger is improved when it is set to DEBUG. The RTNs are printed when they are passed to UCMDB’s identification engine. You need to activate the
show.interface.rtn
property.The following events are logged during a Population scenario:
- When the adapter is initialized
- When the table structure is fetched
- When the RTN records are created from ServiceNow responses
- When the RTNs are added to the cache
- When the integration job starts and completes
Advanced logging parameters and appenders for the standard population of relationship for the referenced topology:
# To add additional debugging for specific parent and child CI when retrieving relationships
# in case of Standard topology population NOT! Relationship topology population
# you must also add this appender to the <UCMDB_DataFlowProbe>\conf\log\fcmdb.properties file
#log4j.category.servicenow.generic.adapter.debug.ids=TRACE,servicenow.generic.adapter.debug.ids.appender
#log4j.appender.servicenow.generic.adapter.debug.ids.appender=com.mercury.topaz.cmdb.shared.base.log.BetterRollingFileAppender
#log4j.appender.servicenow.generic.adapter.debug.ids.appender.File=${logs.dir}/debug.ids.servicenow.generic.adapter.log
#log4j.appender.servicenow.generic.adapter.debug.ids.appender.MaxFileSize=50240KB
#log4j.appender.servicenow.generic.adapter.debug.ids.appender.MaxBackupIndex=${def.files.backup.count}
#log4j.appender.servicenow.generic.adapter.debug.ids.appender.layout=org.apache.log4j.PatternLayout
#log4j.appender.servicenow.generic.adapter.debug.ids.appender.layout.ConversionPattern=${msg.layout}
debug.parent.sys.id
– The debug parentsys_id
. For example,debug.parent.sys.id=4961134adb218b0044d476231f9619e9
debug.child.sys.id
– The debug childsys_id
. For example,debug.parent.sys.id=08421b4adb218b0044d476231f9619a1
-
-
sysparm.display.value
– Uses display label instead ofsys_id
for lookup attributes. This works only for one level population; otherwise the adapter cannot use the display value for dot walking.To resolve an existing issue where reference fields display the value of
sys_id
instead of the actual values, the following configuration is added into ServiceNowConfig.xml.sysparm_display_value=true
- If this value is set to
true
, the RTN contains the display value of the reference field. - If this value is set to
false
, thesys_id
value is used.
- If this value is set to
-
SSL proxy improvements
ssl.trust.all=true
– Trust all remote certificates. This is necessary if you want to have a proxy enabled with an SSL connection but you do not want to add the certificates to the UCMDB Trust Store.The
ssl.trust.all=true
option is used if authentication is not a concern, for example, if you require private secure communications, and want to save the time and expense in obtaining a CA certificate, and use a self-signed certificate.This option can also be used in debugging SSL connection issues. For example:
ERROR [pool-5-thread-1] - Unable to execute rest request.
javax.net.ssl.SSLHandshakeException: Remote host closed connection during handshake
at sun.security.ssl.SSLSocketImpl.readRecord(SSLSocketImpl.java:992)
at sun.security.ssl.SSLSocketImpl.performInitialHandshake(SSLSocketImpl.java:1375)
…
ERROR [pool-5-thread-1] - Service unavailable. Remote host closed connection during handshake
Retrying after 60 seconds.
-
-
Retry mechanism improvements
The connector’s retry mechanism works when a SOAP Fault error occurs. In addition to response codes, the adapter continues to retry whenever a timeout is reached.
This behavior is enabled by default and it improves the adapter’s fault tolerance.
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