As a user, you can synchronize data between ServiceNow and Salesforce modules such as Incident Management, Problem Management, Change Management, User Administration, CMBD, and Service Management modules.
Before you can perform data integration between Salesforce and ServiceNow, you must perform the following tasks:
•Ensure that you have the Salesforce, ServiceNow, and Informatica Cloud Account credentials.
•Enable the XML WebService - SCHEMA export processor to read the schema definition.
•Set up the ServiceNow Integration User and the GMT time zone.
•Enable the Aggregate Web Service plugin to fetch the total row count while reading data.
•Set up the ServiceNow user, group, and role. Include the following roles for the ServiceNow user:
- soap: To read data from and write data to the tables.
- rest-service and itil: To access views or tables from the ServiceNow modules.
Set up the ServiceNow integration user and the GMT time zone
Set up an Integration User for ServiceNow and set the user time zone to GMT.
The following image shows the Integration User details and the configured GMT time zone:
Enable the aggregate web service
You must enable the required ServiceNow plugins and the system properties for ServiceNow Connector.
1To enable the Aggregate Web Service plugin, click Plugin from the System Definition application menu, and then search for Aggregate Web Service.
The following image shows the System Definition application menu:
2Make sure that the status of Aggregate Web Service is Active. If it does not display Active status, right-click the service and select Activate.
The following image shows the status of the aggregate web service:
3To view all the system properties, type sys_porperties_list.do in the filter navigator, and press Enter.
The following image shows the filter menu:
All the system properties appear.
4Search for JSONV2 from the Go To filter.
The following image shows the displayed system properties:
5Ensure value is true for glide.basicauth.required.jsonv2.
The following image shows the value for the selected glide.basicauth.required.jsonv2:
Setting up the ServiceNow user, group, and role
Before you use ServiceNow Connector to integrate data from ServiceNow, you must create the ServiceNow user, group, and role. ServiceNow Connector uses JSONv2 web services to communicate with ServiceNow. ServiceNow Connector also requires access to the system tables, such as sys_db_object and sys_db_view.
To perform operations in ServiceNow, you must create a group, assign the custom role to the group, and then add the integration user to the group.
The custom role must include the following roles required for integrating data:
•ITIL
•Rest_Service
•Soap_query
For incident management related tables, it is recommended to include the ITIL role while creating the user and role.
For more information about the SOAP roles, see the ServiceNow documentation.
Create a ServiceNow role
You must first create the ServiceNow role. ServiceNow recommends that you assign roles to a group and assign users to a group.
The following example shows you how to create a ServiceNow role.
1Click the Role module that resides in the User Administration application menu.
The following image shows the Role screen that appears, displaying the existing roles and their attributes:
2Click New to create a new role.
The following image shows the New tab:
3Enter a valid name in the Name field and optionally enter a description.
The following image shows the specified Synq_User_Role:
4Select Global in the Application field.
The role is created.
5To assign existing roles to the newly created role, click the Contains Role tab, and then click Edit.
The following image shows the Contains Role tab on the lower side, with the Edit tab:
6Include the roles required for gaining access to all the ServiceNow features.
The following image shows the selected roles:
7Click Save to complete the operation.
Create a group
Create a group and assign the configured role to the user group.
1Click the Groups tab from the User Administration menu.
The following image shows the Groups tab:
2Click New to create a new group.
The following image shows the New tab:
3Enter a name and provide a description for the user group.
The following image shows the specified name for the user group:
4Click Submit to save the information.
The group is created.
5Click Edit on the Roles tab to assign the roles to the group.
6Select Synq_user_Role from the available roles.
The following image shows the selected Synq_user_Role in the Roles list:
7Click Save.
Use an existing user or create a new user
Assign an existing user to SynQ_User_Group or create a new user and then assign the created new user to SynQ_User_Group.
1Click the Group Members tab.
The following image shows the Group Members tab in the SynQ_User_Group:
2Choose to create new users, or click Edit to add existing users to the group.
The following image shows the Edit tab for the SynQ_User_Group:
3Click Save.
The following image shows the added group members to the SynQ_User_Group:
Set up a ServiceNow user without the ITIL role
You can access ServiceNow without assigning the ITIL role to the user. It is recommended that you must have the ITIL role if you want to perform operations on the Incident Management tables.
1Update the ACL of the sys_db_object table.
2Click Tables to get the list of tables.
The following image shows the Tables tab:
3 Search for sys_db_object.
The following image shows the list of tables from which you use the search to list the sys_db_object:
4Click the Table label value to view and update the attributes of the sys_db_object table.
The following image shows the Table label:
5On the Access Controls tab, scroll down to view the ACLs.
The following image shows the listed ACls:
The sys_db_object contains metadata of the ServiceNow tables. For accessing data from the sys_db_object table, assign the role to the read operation. You must have the security_admin elevated role for updating the ACL for any of the tables. Enable the role before updating the ACLs.
6To add a new ACL for the read operation for the Synq_User_Role, click New.
The following image shows the New tab where you can create a new ACL:
7Repeat steps similarly to update the ACLs for the sys_db_view table:
For more information about updating ACLs, see the ServiceNow documentation.
