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Service Now Adapter

Overview

The Service Now Adapter is an adapter that is installed into Kinetic Bridgehub that allows data from Service Now to be pulled back using bridging.

Installation

Note: Check to ensure that this adapter isn't already installed into your bridgehub as part of the base installation before undertaking the installation tasks.

  • Download the kinetic-bridges-adapter-servicenow.jar file and it's dependencies here
  • Put all of the downloaded files into the WEB-INF/lib folder for you kinetic-bridgehub installation
  • Restart the tomcat that your kinetic-bridgehub installation is located in

Setup

Configuration Values

Name Description
Username Service Now username
Password Service Now password
Service Now Instance The url of the Service Now instance to connect to

Example Configuration

Name Value
Username don.demo
Password secret-password
Service Now Instance https://dev18233.service-now.com/

Structures, Fields, and Queries

Structures

  • A list of standard tables can be found on the Service Now wiki (here).
    • The table name is what needs to be inputted as the structure to get data from that particular class
    • Another place to find table names is under the System Definition header there is a Tables table that lists all of the tables, including both the names and labels
    • Keep in mind that all custom tables will have 'u_' appended onto the beginning of the name

Fields

  • A list of fields can be found a couple of different ways
    • Go to the Tables table lcoated under System Definition and click on the name of the table you want to find the fields for. This will pull up a list of field labels. To find the name just click on a field and look in the Column Name input box.
    • The other way to find out the field names for a table is to look at the WSDL. This will give you a list of all the names in XML format. To find that just go to the url with the form <instance>.service-now.com/<table_name>.do?WSDL. A list of fields can be found under many of the elements (getResults, getResponse, getRecords, etc). 
  • Make sure that you are using the field name and not the field label when building qualifications. (Hint: If there is a space in the field you are trying to use, you are likely using the field label.

Queries

  • Queries are formed to fit the format of sysparm_query parameter of the Service Now REST API (documentation on this found here).
    • At their most basic, queries are sent in the form of field=value^field2=value2 where is equivalent to an AND or & in other APIs.

Changelog

v1.0.0 (2016-02-02)

  • Initial Version