Troubleshooting – ServiceNow Integration

1. Go to Data Flow Management > Adapter Management > Resources> Packages > ServiceNow_Integration > Scripts > pushToServiceNow.py.

2. Change DEBUGLEVEL = 0 to DEBUGLEVEL = 5.

3. The debug logs appear in the probeMgr-adaptersDebug.log file.

   Below is a debug log example:

   <2014-12-04 06:28:37,435> [DEBUG] [AdHoc:AD_HOC_TASK_PATTERN_ID-38-1417645713412] - ========================================================
   <2014-12-04 06:28:37,454> [DEBUG] [AdHoc:AD_HOC_TASK_PATTERN_ID-38-1417645713412] - Starting Push to Service-Now...
   <2014-12-04 06:28:37,487> [DEBUG] [AdHoc:AD_HOC_TASK_PATTERN_ID-38-1417645713412] - [Push_to_SN logger] [DiscoveryMain] Service-Now URL: <https://<instance name>.service-now.com:443>, using proxy <16.116.1.1:8080>
   <2014-12-04 06:28:37,487> [DEBUG] [AdHoc:AD_HOC_TASK_PATTERN_ID-38-1417645713412] - [Push_to_SN logger] ****************************************************************
   <2014-12-04 06:28:37,487> [DEBUG] [AdHoc:AD_HOC_TASK_PATTERN_ID-38-1417645713412] - [Push_to_SN logger] ************************* addResult ****************************
   <2014-12-04 06:28:37,487> [DEBUG] [AdHoc:AD_HOC_TASK_PATTERN_ID-38-1417645713412] - [Push_to_SN logger] <?xml version="1.0" encoding="UTF-8"?>
   <root>
     <data>
       <objects>
         <Object mode="" name="cmdb_ci_win_server" operation="add" mamId="fc5455b1751f6663b6607c930ca43c86" id="UCMDB%0Ant%0A1%0Ainternal_id%3DSTRING%3Dfc5455b1751f6663b6607c930ca43c86%0A">
           <field name="virtual" key="false" datatype="boolean" length="">true</field>
           <field name="category" key="false" datatype="String" length="">windows</field>
           <field name="correlation_id" key="false" datatype="String" length="">fc5455b1751f6663b6607c930ca43c86</field>
           <field name="model_number" key="false" datatype="String" length="">VMware Virtual Platform</field>
   
           <field name="name" key="false" datatype="String" length="">ddmivm40</field>
           <field name="os" key="false" datatype="String" length="">Windows 2008 R2</field>
         </Object>
       </objects>
       <links />
     </data>
   </root>

4. Check the probeMgr-adaptersDebug.log file to make sure that the mappings are created properly.

   The push integration starts with the keyword Starting Push to Service-Now.... The XML results in the log are the mapping results based on the TQL and mapping file that are used by the ServiceNow push integration job.

1. Go to Data Flow Management > Adapter Management > Resources> Packages > ServiceNow_Integration > Configuration Files > ServiceNowPushAdapter/push.properties.

2. Set the value of mappingFile.default (the default value of mappingFile.default is ServiceNowSampleMapping).

For details about the mapping file syntax, see the Create Mappings, Mapping File Reference and Mapping File Schema sections in the Developing Push Adapters Chapter of the Developer Reference section of the UCMDB Help.

Before performing the UCMDB-ServiceNow push integration, you may want to do a testing to push CIs from UCMDB to ServiceNow. Then in order to push these CIs to ServiceNow again without creating a new integration point, you must delete the ID mapping for the fresh integration.

Do the following:

1. Open the JMX Console, enter removeIdMappingsOfDataStore in the quick search field and click the link that appears.

2. In the Value box for the parameter customerID, enter the customer ID.

3. In the Value box for the parameter dataStore, enter the ServiceNow integration point name.

4. Click Invoke.

The following problems may cause the connection issue:

• Problem: The network connection fails.

  Below is a log example:

  <2015-10-23 12:01:02,926> [DEBUG] [AdHoc:AD_HOC_TASK_PATTERN_ID-84-1445572778467] -
  Traceback (most recent call last):
  File "pushToServiceNow", line 598, in processCIs
  File "pushToServiceNow", line 289, in insert
  File "pushToServiceNow", line 281, in retryHandler
  AxisFault: org.apache.axis2.AxisFault: Connection timed out: connect

  Solution: Review the network connectivity.

• Problem: The configuration for the integration point is incorrect. For example, the credential is invalid.

  Below is a log example (invalid credential):

  <2015-10-23 13:32:16,476> [DEBUG] [AdHoc:AD_HOC_TASK_PATTERN_ID-114-1445578335150] - Error while executing:insert
  Traceback (most recent call last):
  File "pushToServiceNow", line 274, in retryHandler
  AxisFault: org.apache.axis2.AxisFault: Transport error: 401 Error: Unauthorized
  

  Solution: Review the configuration, such as the credential and proxy, in the ServiceNow configuration panel.

• Problem: There are no corresponding JAR files for CI type in ServiceNow.

  Below is a log example:

  <2015-10-23 13:35:20,994> [WARN ] [AdHoc:AD_HOC_TASK_PATTERN_ID-123-1445578520682] - [DiscoveryMain] Exception: <
  Traceback (most recent call last):
  File "pushToServiceNow", line 884, in DiscoveryMain
  File "pushToServiceNow", line 634, in processCIs
  Exception: java.lang.Exception: [processCIs] [getStub] [getStub] Unable to get SN API stub for table <cmdb_ci_linux_server>

  Solution: Regenerate the JAR files. For details, see How to generate JAR files for the ServiceNow SOAP APIs.

• Problem: The HTTPS certificate of the ServiceNow host, usually on non-cloud or standalone ServiceNow instances, is invalid or expired.

  Below is a log example:

  <2015-10-23 13:30:39,288> [DEBUG] [AdHoc:AD_HOC_TASK_PATTERN_ID-107-1445578236621] -
  Traceback (most recent call last):
  File "pushToServiceNow", line 598, in processCIs
  File "pushToServiceNow", line 289, in insert
  File "pushToServiceNow", line 281, in retryHandler
  AxisFault: org.apache.axis2.AxisFault: 
  sun.security.validator.ValidatorException: PKIX path building failed: 
  sun.security.provider.certpath.SunCertPathBuilderException: unable to find valid certification path to requested target

  Solution: Download the certificate and import the certificate into the Data Flow Probe Trusted Store. To do so,

  1. Download the HTTPS certificate of the ServiceNow host. Perform the following steps:

     1. Open the Microsoft Internet Explorer and go to https://<ServiceNowHost>/

        where <ServiceNowHost> is the host name of the running ServiceNow.

     2. Click the Lock button on the Address bar, and then click View certificates.
     3. In the Certificate dialog box, click the Details tab, and then click Copy to File.

     4. In the Certificate Export Wizard dialog box, click Next.

        • Select the format DER encoded binary X.509 (.CER).
        • Type a certificate file name, for example, snow_host.cert, and then save it to a temporary location.
     5. Click Finish. You can see the The export was successful message.
  2. Locate the JRE security folder. By default it is located at <DataFlowProbe installation folder>\bin\jre\lib\security\.
  3. Back up the cacerts file by copying it to another folder.

  4. Import the previously created certificate file snow_host.cert into the Data Flow Probe Trusted Store.

     Open a Command Prompt window and run the following commands on the local Data Flow Probe:

     cd <DataFlowProbe installation folder>\bin\jre\bin
     keytool.exe -import -storepass <truststore pass> -keystore <DataFlowProbe installation folder>\bin\jre\lib\security\
     cacerts -trustcacerts -file <the path of the certificate file snow_host.cert>

  5. In the Command Prompt window, when the message Trust this certificate? appears, enter yes.
  6. Restart the Data Flow Probe service.

When customization is made in ServiceNow CI types (CITs) during this integration, the JAR files need to be re-generated. This is a limitation from the ServiceNow side.

You must create JAR files for each ServiceNow CIT that needs to be pushed.

To generate JAR files for the ServiceNow SOAP APIs, do the following:

1. Prerequisites

   1. Download the Apache Axis2 version 1.5.4 installation package axis2-1.5.4-bin.zip from https://archive.apache.org/dist/axis/axis2/java/core/1.5.4/ and extract it to a temporary location, for example, to C:\axis2-1.5.4.

      Note Make sure to use the exact version 1.5.4 of Axis2. The JAR files that are generated by the latest version of Axis2 cannot work with the version of Axis2 provided with the Data Flow Probe.

   2. Download the Apache Ant version 1.8.4 installation package apache-ant-1.8.4-bin.zip from http://archive.apache.org/dist/ant/binaries/ and extract it to a temporary location, for example, to C:\apache-ant-1.8.4.

   3. Download and install Java SE Development Kit (JDK) 8u65 from http://www.oracle.com/technetwork/java/javase/downloads/jdk8-downloads-2133151.html.

   4. Set the following System environment variables:

      JAVA_HOME = <JDK installation directory>
      AXIS2_HOME = <axis2-1.5.4 installation directory>

      Take the following for example:

      JAVA_HOME = C:\Program Files\Java\jdk1.8.0_65
      AXIS2_HOME = C:\axis2-1.5.4
      Note: The JDK version in JAVA_HOME should be the same as the Data Flow Probe JRE version. Java 8 generated stubs will only work with the UCMDB 10.21 Data Flow Probe. For older Data Flow Probe versions with Java 7 JRE included, use Java 7 JDK instead.

   5. Make sure that the Use unique targetNamespace for WSDL definition option in ServiceNow is cleared.

      1. Go to https://<instance name>.service-now.com.
      2. In the Filter search box, enter Web Service, and then click the link that appears.
      3. In the right-hand pane, make sure that the Use unique targetNamespace for WSDL definition option is cleared.

2. Generate source Java files from the WSDL for ServiceNow CITs

   Take the Business Service CIT (cmdb_ci_service) for example.

   1. Run the following commands in the Command Prompt window.

      cd C:\axis2-1.5.4\bin
      

      C:\axis2-1.5.4\bin\wsdl2java.bat -uri https://<instance name>.service-now.com/cmdb_ci_service.do?WSDL.

   2. (Optional) The above commands may fail (you may get the connection timeout or 401 error) because of proxy settings. In such situations, you can download the WSDL file locally. Perform the following steps:

      1. Open Microsoft Internet Explorer and go to https://<instance name>.service-now.com/cmdb_ci_service.do?WSDL.
      2. Right-click the document that appears, and then select View source.
      3. Copy the contents, paste them in a text editor, and then save this file as cmdb_ci_service.do in the C:\ drive.

      4. Go to the directory where bin exists and run the following commands in the Command Prompt window:

         cd C:\axis2-1.5.4\bin\
         C:\axis2-1.5.4\bin\wsdl2java.bat -uri C:\cmdb_ci_service.do -o C:\temp\files

         Note: The –o flag is used to store the generated folder in the directory that you want.

      5. The normal run shows the following:

         C:\axis2-1.5.4\bin\wsdl2java.bat -uri C:\cmdb_ci_service.do -o C:\temp\files
         Using AXIS2_HOME:   C:\axis2-1.5.4\
         Using JAVA_HOME:    C:\Program Files\Java\jdk1.8.0_65
         Retrieving document at 'C:\cmdb_ci_service.do'.
         C:\axis2-1.5.4\bin
         

   3. After running the above commands, you will see the following:

      • The src folder
      • The build.xml file

   4. In the Command Prompt window, go to the directory where src and build.xml exist and run the ant command to generate JAR files from the source Java files as follows:

      cd C:\temp\files
      C:\temp\files>C:\apache-ant-1.8.4\bin\ant
      

3. Results

   You will receive the BUILD SUCCESSFUL message after completion. The JAR file will be generated under the ..\build\lib folder.

4. Copy the generated JAR files to Data Flow Probe under the following directory:

   <DataFlowProbe installation folder>\runtime\probeManager\discoveryResources\Service-Now

5. Restart the Data Flow Probe.

Problem:

CI attribute values cannot be pushed to the related CIs (parent or child CIs) when the number of calculated TQL results is larger than the default chunk size (1000).

Workaround:

1. Rename a CIT to Root in TQL. For example, rename the Window CI to Root as follows.

   

2. Enable the instance-based push in the ServiceNowPushAdapter.xml file as follows:

   <adapterInfo>
   <adapter-capabilities>
       <support-replicatioin-data>
         <target>
           <instance-based-data>true</ instance-based-data>
         </target>
       </support-replicatioin-data>
   </adapter-capabilities>

Problem:

When you populate data from ServiceNow to UCMDB and then push data back to ServiceNow, duplicated records are created on the ServiceNow side.

Workaround:

The mapping file of the ServiceNow push integration should include the mapping data_externalid > sys_id. For example:

<source_ci_type_tree name="nt">
    <target_ci_type name="cmdb_ci_computer">
      <target_attribute name="sys_id" datatype="String" >
        <map type="direct" source_attribute="data_externalid" />
      </target_attribute>

Problem:

Reference fields cannot be populated directly from ServiceNow to UCMDB.

Workaround:

When creating a mapping for a reference field, in addition to the sys_id, the response element name for the display value field should be prefixed with dv_. For example, the reference field u_service_manager in ServiceNow should be dv_u_service_manager in the mapping file as follows:

<target_attribute name="u_service_manager">

<map type="direct" source_attribute="dv_u_service_manager" />

</target_attribute>