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ServiceNow Connector

Important: When referencing this page outside of Knowledge Base, use this link: http://knowledge.domo.com?cid=servicenow

Intro

ServiceNow is a software platform that supports IT service management and automates common business practices. Use Domo's ServiceNow connector to retrieve a data table from a list or provide a custom table name. For more information about the ServiceNow API, visit their website. (http://wiki.servicenow.com/index.php..._API#gsc.tab=0)

The ServiceNow connector is a "Cloud App" connector, meaning it retrieves data stored in the cloud. In the Data Center, you can access the connector page for this and other Cloud App connectors by clicking Cloud App in the toolbar at the top of the window.   

You connect to your ServiceNow account in the Data Center. This topic discusses the fields and menus that are specific to the ServiceNow connector user interface. General information for adding DataSets, setting update schedules, and editing DataSet information is discussed in Adding a DataSet Using a Data Connector.

Primary Use Cases

  • Monitor trends for incidents and find ways to reduce incident counts.

  • Track change request volume and remove bottlenecks in the change request process.

  • Track problem submissions and look for relationships to incident counts.

Primary Metrics

  • Open high priority incidents

  • Incident trends

  • Incident Mean Time To Resolve (MTTR)

  • Incident volume by severity, priority, impact and urgency

  • Change volume trend

  • Open emergency changes

  • Problem volume trend

Primary Company Roles

IT service desk manager

Average Implementation Time

3 hours

Ease of Use (on a 1-to-10 scale with 1 being easiest)

5

Best Practices

Schedule reports at frequent intervals to maintain an accurate and current picture of the status of incidents, problems and change requests.

Prerequisites

To connect to your ServiceNow account and create a DataSet, you must have a ServiceNow username and password. You will also need to provide the URL for your ServiceNow server. Usually this will be in the format https://mycompany.servicenow.com.

Connecting to Your ServiceNow Account

This section enumerates the options in the Credentials and Details panes in the ServiceNow Connector page. The components of the other panes in this page, Scheduling and Name & Describe Your DataSet, are universal across most connector types and are discussed in greater length in Adding a DataSet Using a Data Connector.

Credentials Pane

This pane contains fields for entering credentials to connect to your ServiceNow account. The following table describes what is needed for each field:  

Field

Description

Host URL Enter the URL for your ServiceNow server, e.g. https://mycompany.servicenow.com. 

User

Enter your ServiceNow username. 

Password 

Enter your ServiceNow password. 

Once you have entered valid ServiceNow credentials, you can use the same account any time you go to create a new ServiceNow DataSet. You can manage connector accounts in the Accounts tab in the Data Center. For more information about this tab, see Managing User Accounts for Connectors.

Note: The user account for the connected ServiceNow credentials must be set to Greenwich Mean Time (GMT); otherwise problems will occur. To edit your profile's time zone, do the following:
  1. While logged into ServiceNow, navigate to Self Service > My Profile.

  2. Locate the property called Time Zone.

  3. Select GMT as the time zone.

Details Pane

This pane contains a primary Report menu in which you select the type of table you want to pull. Depending on the table type you select, other options may appear.

Menu

Description

Report

Select a ServiceNow report. The following reports are available:

Standard Table

Select a table from a list of standard tables from ServiceNow. You select your table in the Table menu. 

Custom Table Provide a custom table name to retrieve data from.
Custom Query Create a custom query. Includes the ability to specify the fields that are returned to the DataSet.
Table

Select the ServiceNow table you want to retrieve data for. The following tables are available:

Incident Retrieve data about incidents for a given date range, including impact, urgency level, description, close notes, etc. 
Change Request Retrieve change requests for a given date range.
Problem Retrieve data about problems for a given date range.
User Groups Retrieve data about user groups for a given date range.
Users Retrieve data about users for a given date range. 
Table Name Enter the name of the table you want to retrieve data for.
Custom Query

Enter a custom query. Include only query values directly related to sysparm_query. The fields sysparm_limit and sysparm_offset should not be included. If the field sys_created_on is included, the value should be in the following format: yyyy-MM-dd HH:mm:ss

For example:

ORDERBYDESCsys_created_on^sys_created_on>2016-09-25+00:00:00^sys_created_on<2016-09-27+23:59:59

For more information about query building, visit http://wiki.servicenow.com/index.php...le_API#Methods.

Important: When creating custom queries, only include query values directly related to sysparm_query. The fields sysparm_limit and sysparm_offset should not be included. If the field sys_created_on is included, the value should be in the following format: yyyy-MM-dd HH:mm:ss.
Fields

Enter a comma-separated list of fields to return in your DataSet.

For example:

parent,sys_updated_on,number

Duration Specify whether the data in this report is for a single date or a range of dates.
Report Date Specify whether the data is for a specific or relative date. Choose Relative if you always want the report to retrieve data for a given number of days back (which you specify in Days Back) from the current date. For example, if you enter 5 for Days Back and set the DataSet to update daily, each new day the report will update to show information for the date 5 days in the past.
Select Specific Date Select the date you want to retrieve data for.  
Days Back Enter the number of days back from the current date that will be presented in the report. 
Start Date

Specify whether the first date in your date range is a specific or relative date. Choose Relative if you always want the report to retrieve data for a given number of days back (which you specify in Days Back to Start From) from the current date. If you choose Relative here, you should also choose Relative for End Date and specify a value for Days Back to End At

For example, if you enter 10 for Days Back to Start From and 5 for Days Back to End At and you set the DataSet to update daily, each new day the report will update to show information for 5 to 10 days in the past.    

Select Specific Start Date Select the first date in your date range.  
End Date

Specify whether the last date in your date range is a specific or relative date. Choose Relative if you always want the report to retrieve data for a given number of days back (which you specify in Days Back to End At) from the current date. If you choose Relative here, you should also choose Relative for Start Date and specify a value for Days Back to Start From

For example, if you enter 10 for Days Back to Start From and 5 for Days Back to End At and you set the DataSet to update daily, each new day the report will update to show information for 5 to 10 days in the past.

Select Specific End Date Select the last date in your date range. 
Days Back to Start From

Enter the number of days before the current date to use as the start date.  

For example, if you enter 10 for Days Back to Start From and 5 for Days Back to End At and you set the DataSet to update daily, each day the report updates to show information for a 5-day range, starting 10 days ago and ending 5 days ago. 

Days Back to End At

Enter the number of days before the current date to use as the end date.  

For example, if you enter 10 for Days Back to Start From and 5 for Days Back to End At and you set the DataSet to update daily, each day the report updates to show information for a 5-day range, starting 10 days ago and ending 5 days ago.  

Other Panes

For information about the remaining sections of the connector interface, including how to configure scheduling, retry, and update options, see Adding a DataSet Using a Data Connector.