- Created by Joseph Yarborough, last modified by Anastasiya Dashuk on Apr 01, 2021
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Before You Start
To use the ServiceChannel-ServiceNow integration, your company needs to have Service Automation and an instance of ServiceNow where you can install the ServiceChannel Facilities Management app. This app serves as a connector between the ServiceChannel and ServiceNow platforms and can be downloaded from the ServiceNow store.
A ServiceNow administrator from your company with the ServiceNow HI access needs to request and configure the app for installation on the ServiceNow store. Once the app is linked to your instance, the ServiceChannel Facilities Management application is listed in the ServiceNow Application Manager. An administrator can install and upgrade the ServiceChannel Facilities Management app from the Application Manager.
Setting Up the Integration
There are several steps that you should take to connect the two platforms together:
- Obtain the client ID and client secret
- Set up a service account
- Import the data
- Configure the status types
- Add users
Obtain the Client ID and Client Secret
For the ServiceNow application to talk to Service Automation, you need to provide ServiceNow with a system identifier and password required for security and authentication. These are known as the client ID and client secret.
- In Service Automation, navigate to Admin > Permissions > API Integration.
- Find the required client ID and client secret. If they are not present, click Add new client. Fill out all the required fields in the overlay to receive the client ID and client secret.
- In ServiceNow, navigate to Administration > System Properties, and add the obtained client ID and client secret to the Default Client ID and Default Client Secret fields. These client ID and client secret are used as default values when creating Connections.
Set Up a Service Account
Once you have provided the client ID and client secret, you need to add a service account.
A service account is a user account in Service Automation that is used to download all the data and pull work order updates into ServiceNow. It should be able to read all data in Service Automation. Your user within the ServiceChannel platform should have the following:
- All permissions turned on
- Access to all trades
- Super Admin secondary role enabled
- Be assigned a Dashboard
Learn more about configuring permissions and granting Dashboard access to a ServiceChannel user.
- Navigate to Connections > Create New, and provide a user account along with the User name and Password of the ServiceChannel account.
- Select the Service account checkbox, and click Connect.
We recommended creating a user account in ServiceNow specifically for the service account. The service account user cannot create work orders in ServiceNow. This account is only used for importing data. It is impossible to have more than one service account.
Once the user account is connected, you see a notice that the data sync is in progress. After a few seconds, the connection status changes to OK if everything has worked correctly. You may need to refresh the page.
Import the Data
Once the properties and service account are set up, and the service account is connected with the OK status, the data from Service Automation should be imported to ServiceNow.
The data load can take anywhere from several minutes up to a few hours and is best handled by a ServiceNow administrator or with the assistance of a ServiceChannel implementation manager.
- Navigate to the service account, and click Import All Data under Related Links.
The order of imports is as follows:
- Locations
- Categories
- Priorities
- Trades
- Areas
- Problem types
- Asset types
- Problem codes
- Issue choices
A series of scheduled jobs is used to import the data. An administrator can see these requests in the Administration > HTTP Requests module. When no more IssueChoicePoller requests are being created, the import is complete.
At this time, you can also see the WorkOrderPoller requests. These requests are importing existing work orders from Service Automation into ServiceNow. If required, click Fetch all work orders to ensure all work orders data is up to date in ServiceNow.
You may need to delete the data that was previously imported from Service Automation to ServiceNow.
- Navigate to the Scheduled Jobs page, and click New.
- Select the Automatically run a script of your choosing option to proceed.
On the page for creating a new job, insert the script provided below, choose to run the job Once, and fill out other required fields. When ready, click Submit.
Script That Cleans Up the Imported Data Expand sourcefunction deleteAll(table) { var ga = new GlideAggregate(table); if (!ga.isValid()) { gs.debug('Error: table ' + table + ' is not a valid table.'); return; } ga.addAggregate('COUNT'); ga.query(); ga.next(); gs.debug('Removing ' + ga.getAggregate('COUNT') + ' records from table ' + table); var gr = new GlideRecord(table); gr.deleteMultiple(); } deleteAll('x_serch_scc_sc_work_order'); deleteAll('x_serch_scc_area'); deleteAll('x_serch_scc_asset'); deleteAll('x_serch_scc_asset_type'); deleteAll('x_serch_scc_category'); deleteAll('x_serch_scc_http_request'); deleteAll('x_serch_scc_issue_choice'); deleteAll('x_serch_scc_location'); deleteAll('x_serch_scc_note'); deleteAll('x_serch_scc_priority'); deleteAll('x_serch_scc_problem_code'); deleteAll('x_serch_scc_problem_type'); deleteAll('x_serch_scc_provider'); deleteAll('x_serch_scc_qualifier_result'); deleteAll('x_serch_scc_status'); deleteAll('x_serch_scc_trade'); deleteAll('x_serch_scc_user_location'); deleteAll('x_serch_scc_user_trade');
On the Scheduled Jobs page, find the job you created, and click it.
To run the script, click Execute Now on the scheduled job page.
All the data that was imported from Service Automation earlier is deleted. No records should be displayed in ServiceChannel > Data.
Once the ServiceChannel information is cleared, you can start a new import. Be sure to complete the connection setup process to be able to create work orders in ServiceNow.
Configure the Status Types
Once the status records have been imported, you should choose which statuses are default, which act as canceled, and which ones should require feedback.
- As a system administrator or application administrator, navigate to Data > Status.
- Edit the status records that have been created:
- Choose the status that should be used when a new work order is created, for example, Open. Open the record, and change the Type to Default.
- Choose the status that should be used when a work order has been canceled, for example, Completed/Cancelled. Open the record, and change its Type to Canceled.
- Choose the status or statuses that should allow the feedback to be given, for example, Completed / Pending Confirmation. Open the record, and select the Show feedback checkbox.
Add Users
Now that the service account is configured, you can start setting up users. Refer to Creating an Integrated User for more information.
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