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Introduction

Cloudaware is capable of both pushing data on-demand into ServiceNow and acting as a repository ServiceNow can pull on a regular basis. While there are dozens off the shelf tools offering integration between ServiceNow and Salesforce, none of them is required for Cloudaware/Salesforce and ServiceNow to exchange data.

Architecture

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This architecture can support the following use cases:

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The following SOAP roles are supported on both sides:

soap

soap_create

soap_delete

soap_ecc

soap_query

soap_query_update

soap_script

soap_update

Prerequisites

Follow these steps before setting up the integration in ServiceNow and Cloudaware.

1. Create a user in Cloudaware/Salesforce.

2. Add the IP from which you connect ServiceNow from into the trusted IP range in Cloudaware/Salesforce.

3. Export Partner WSDL from Cloudaware/Salesforce.

Create Salesforce User

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#CreateSalesforceUser #CreateSalesforceUser

1) Log in to your Cloudaware account.
2) Go to Setup in the main menu under your username.
3) In the Quick Find box enter Users, and then select Users. Click New User.
4) Name the user appropriately, e.g. ServiceNow Collector. Enter the email address and a unique username in the form of a email address. By default, the username is the same as the email address.
5) Select a User License, which determines which profiles are available for the user: Salesforce/Salesforce Platform.
6) Select a standard User Profile, which specifies the user’s minimum permissions and access settings: CloudAware User/Standard Platform User.
7) Check the box 'Generate new password and notify user immediately' to have the user's login name and a temporary password emailed to the new user.

Add IP into Trusted IP Range in Salesforce

1) Go back to Setup.

2) In the Quick Find box enter Security Controls, and then select Network Access. Click New.

3) Add Start IP Address and End IP Address. Click Save.

Export Partner WSDL

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SNowExportPartnerWSDL SNowExportPartnerWSDL

1) Go back to Setup.

2) In the Quick Find box enter API, and select API.

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4) Save the generated WSDL XML file to your workstation.  

ServiceNow Setup

This is by far the most common way Cloudaware data is populated into CMDB. It allows ServiceNow administrators to have fine control over mapping of objects collected from Cloudaware into ServiceNow. The steps to configure this are as follows:

1. Upload WSDL to ServiceNow System SOAP Outbound Messages.

2. Configure scripts to export whatever from Cloudaware into ServiceNow.

Upload WSDL To ServiceNow

1) Log in to your ServiceNow instance.

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If WSDL has been imported successfully, you will be able to see SOAP Message Functions. Please allow some time to all functions appear. Note that the number of SOAP message functions can change over time.

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Getting Cloudaware/Salesforce SessionID

All data retrieval operations from Cloudaware should be started with obtaining a session ID. To obtain session ID, execute the login outbound SOAP message.

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Copy <serverUrl> and <sessionId> with values:

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Querying and Inserting Data

After the login request is successful, you are able to retrieve any data stored in Cloudaware/Salesforce into ServiceNow into any ServiceNow object. For example, you can retrieve objects such as:

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Cloudaware Setup

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SNowCloudawareSetup SNowCloudawareSetup

1. Log in to your Cloudaware account. Сlick Admin in the main menu under your username.

2. Locate ServiceNow in the list of Issue Management tools. Click +Add.

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3. Fill out the form and click Save.

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URL - insert the URL to your ServiceNow instance

4. The green light in 'Status' means that ServiceNow account has been successfully added. If there is red light, please contact support@cloudaware.com.

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