Overview

The Gateway for ServiceNow is a bidirectional gateway that creates tickets in ServiceNow from alerts present in the ObjectServer.

In a typical environment, users define workflows within ServiceNow to perform actions on the tickets that the gateway creates. These tickets are updated, according to a predefined mapping, throughout the life-span of the alert. For each ticket that the gateway creates, ServiceNow sends back an associated unique ServiceNow system ID.

ServiceNow also passes back to the gateway any changes to the tickets so that the gateway can update the original ObjectServer alert.

The following list describes the functions that the gateway supports:
  • Flexible event filtering that allows you to specify which alerts the gateway uses to create the corresponding tickets in ServiceNow.
  • Reporting within Tivoli Netcool/OMNIbus of ServiceNow operation failures.
  • Forwarding updates to ServiceNow tickets when the associated events in Tivoli Netcool/OMNIbus are updated or deleted.
  • The ability for ServiceNow to pass back any changes to the tickets, so that the gateway can update the original ObjectServer alert.
  • The gateway can forward journal entries from alerts in Tivoli Netcool/OMNIbus to ServiceNow, when the ticket table supports a journaling mechanism.
  • Conversion of ObjectServer values and ServiceNow values. These conversions are bidirectional.
  • The gateway can perform unidirectional resynchronization.
  • The gateway provides JavaScript files for processing bidirectional updates (that is, updates from ServiceNow to the ObjectServer).
  • The gateway provides a store and forward capability to minimize any data loss should the gateway lose communication with ServiceNow or the ObjectServer.
  • The gateway supports Basic and OAuth 2.0 authentication with ServiceNow.