HP Propel version 2.01 Integrates with ServiceNow (SNOW) to accomplish Request to Fulfill (R2F) and Request Support use cases.
HP Propel aggregates ServiceNow catalog items as either service offerings or as support offerings. Catalog items aggregated as service offerings can be ordered using the Shop application in the HP Propel Portal. ServiceNow support offerings become support requests in HP Propel, and can be submitted through the Request Support application in Propel. Once a service offering order is placed, ServiceNow is used for fulfillment. HP Propel listens for changes to the fulfillment request (for example, completion or approval), and propagates these changes into HP Propel.
Support requests submitted through the HP Propel Portal create different entities in ServiceNow depending on the particular support offering submitted. A support request can result in a request, an incident created through the incident record producer, or a plain incident. Depending on the type of the support request, the user can perform a specific set of operations on the request (for example, add comment or attachment, and close).
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).
- The aggregation process handles all ServiceNow option types. However, some cannot be mapped to HP Propel and are silently skipped (for example, Macro).
|Propel Service Exchange|
The following ServiceNow content is included in HP Propel 2.01:
- ServiceNow Adapter
- Content pack
Supported ServiceNow Versions
- FUJI glide-fuji-12-23-2014__patch3-04-07-2015,
- Dublin glide-dublin-09-13-2013__patch7-hotfix2-12-12-2014