Incident Service Adapter for SNOW (SX - SNOW)

Request to Fulfill Use Case

A request to fulfill scenario consists of catalog aggregation and the fulfillment. During aggregation, the administrator aggregates ServiceNow catalog items into the HP Propel catalog.

In the Catalog Connect user interface (UI), the administrator can create aggregation for a specific ServiceNow server. For the Request to Fulfill use case, the Service Offering type is selected. Although the administrator can aggregate all service catalog items into Propel, it is recommended that only offerings that will be exposed in the HP Propel Portal be aggregated into Propel. The administrator can define a filter, as described in the Web UI Help and in a hint in the Catalog Connect UI, when creating an aggregation to limit ServiceNow catalog items aggregated into HP Propel.

Once service catalog items are aggregated, the catalog administrator can manage them. The administrator can manage basic information (for example, add an icon, picture, or additional information such as pricing), and manage approval and access rights. The administrator exposes a catalog item to the end user by publishing it to a catalog.

The end user can browse catalog items (offerings) in the HP Propel Portal and order ServiceNow items from the Portal. Once Propel order approval is complete, the fulfillment request is sent to ServiceNow. Service Exchange listens for the changes in ServiceNow and propagates them back into HP Propel. If the approval is defined in ServiceNow, then the approver can approve the request using the HP Propel Portal. If the fulfillment completes, the end user is notified in the HP Propel Portal.

The integration is implemented using ServiceNow directly, with scripted SOAP webservices and ServiceNow scripts included. Service offerings to be aggregated are listed using the following query:

type! = bundle ^ sys_class_name != sc_cat_item_guide ^ type != package ^ sys_class_name != sc_cat_item_content ^ sys_class_name != sc_cat_item_wizard ^ OR sys_class_name = NULL ^ active = true ^ sys_class_name != sc_cat_item_producer

This query lists all active catalog items, but excludes order guides and record producers.

Support Request Use Case

The Support Request scenario allows the end user to request support from ServiceNow using the HP Propel Portal. Support can be requested for a specific issue, and the user can browse common support problems, most recently used support issues, frequently asked questions, and other favorite documents.

To find specific support information, the end user briefly describes the problem. HP Propel displays the most strongly related knowledge information, as well as support catalog items that can be "ordered". If this does not help resolve the issue, the user can submit a ticket and describe the issue in free-form text.
The user can also list and browse their support requests, view request details, add comments to a request, and close them. All actions are propagated into ServiceNow.

The integration is implemented using ServiceNow directly, with scripted SOAP webservices and ServiceNow scripts included. Support offerings to be aggregated are listed using the following query:

type!=bundle ^ sys_class_name != sc_cat_item_guide ^ type != package ^ sys_class_name != sc_cat_item_content ^ sys_class_name != sc_cat_item_wizard ^ OR sys_class_name = NULL ^ active=true

That means all active catalog items, excluding order guides.

Note that unlike service offerings, support offerings include ServiceNow record producers, specifically incident record producers. The aggregation process lists all record producer types. It is up to the user to limit support requests using the aggregation source filter.

Notes on Aggregation

Aggregation features common to both service and support offering aggregation are described in this section.

• Only one fixed currency is supported, and is done using the HP Propel property AggregationCurrency (property is located in SNOW adapter).
• Default values containing ServiceNow javascript code is not supported by HP Propel.
• The aggregation process handles all ServiceNow option types. However, some cannot be mapped to HP Propel and are silently skipped (for example, Macro).