ServiceNow

Adding ServiceNow Account in CoreStack

The following steps need to be performed to integrate a ServiceNow account.

1. Click Settings icon on the top left of CoreStack and select Integrated Tools from the menu. Integrated Tools screen will be displayed.
2. Select ServiceNow in the left side under ITSM section.
3. Click on Add Account button.
4. Provide the following details to add the ServiceNow account.

5. Click on Next button.
6. Select the products that must be governed using the ServiceNow account.
7. Click on Next button.
8. In Tools Configuration, the latest 5 existing ServiceNow request from the Auth URL that you have provided will be listed as a dropdown in Request Selection field.
9. Select a Request ID or specify a new Request ID. The attributes associated with the selected Request ID will be retrieved.
10. Map these attributes with CoreStack attributes. To make the process simpler, you can click on SET DEFAULT.
11. Click on Next button.

In the following screen, Action Mapping and Status Mapping from CoreStack to ServiceNow and Vice-versa will be performed.

Catalog Mapping

The following steps need to be performed in the Catalog section of ServiceNow configuration.

1. Click on ‘Add New’ link.
2. Select “Technical Catalog” in the Catalog Selection Dropdown to serve Scenario 2, i.e., CoreStack as self-service portal. That will be Public Cloud Automation.
3. Select “Service Catalog” in the Catalog Selection Dropdown to serve Scenario 1, i.e., ServiceNow as self-service portal. That will be Network & Infrastructure.

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Note: For Scenario 1, user should configure all the catalogs in ServiceNow manually that are available in CoreStack.

Incident Management

Incident Management section does not have any mandatory fields. The information provided in Configuration will be reflected in ServiceNow as per mapping.

Authorization

In this section, select the roles to which the integrated ServiceNow account should be available and click on Finish button.

Approver Settings

To make the Request Management work through ITSM, you should configure ‘Set the Approver’ as ITSM.

1. Click Settings icon on the top left of CoreStack and select Account from the menu. Account Management screen will be displayed.
2. Click on Identity tab.
3. Select Azure SSO from the Auth Type dropdown list.
4. Click on Governance tab.
5. Click on “Modify Settings” button to edit the settings in the Self Service Configuration sub-tab.
6. Select “Approval Required” in the Method field.
7. Select the “External” option in the Category dropdown list.
8. Select the “ITSM” option in the Type dropdown list.
9. Click on Save Settings button to save the changes.

This configuration will enable the orders placed to be sent for approval by an external user – an ITSM user (in ServiceNow).

Activity Queue Settings

The Activity Queue settings must be configured for “Self Service” and “Alert”.

1. Click Settings icon on the top left of CoreStack and select Tenants from the menu. Tenant Management screen will be displayed.
2. Select the required tenant from the list.
3. Select the Activity Queue Settings tab listed in the right-hand side.
4. Click on the edit icon.
5. Enable Alerts checkbox and select the ServiceNow account from the Integrated Tool Account dropdown list.
6. Enable Self Service checkbox and select the ServiceNow account from the Integrated Tool Account dropdown list.
7. Click on Apply icon to save the changes.

Alerts should be enabled and configured to get the Incident Management alerts in ServiceNow.

Self Service should be enabled and configured to make the ITSM request management working.