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Info

ServiceNow is a cloud-based software platform for IT Service Management (ITSM) using intelligent workflows.

logo rgb_sign dark (3).pngImage Added To see how Cloudaware seamlessly integrates with ServiceNow in action, request a demo.

Table of Contents
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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.

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The following SOAP roles are supported on both sides:

Code Block
soap

Can perform all SOAP operations.

Code Block
soap_create

Can insert new records.

Code Block
soap_delete

Can delete existing records.

Code Block
soap_ecc

Can query, insert, and delete records on the qs.

Code Block
soap_query

Can query record information.

Code Block
soap_query_update

Can query record information and update records.

Code Block
soap_script

Can run scripts that specify a .do endpoint.

Code Block
soap_update

Can update records.

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

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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

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Click the Lock sign to edit the SOAP endpoint URL. Insert the link copied from <serverUrl> earlier.

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Remove the following query part starting from <urn:MruHeader> to <urn:SessionHeader> in the Envelope body message:

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Note

Note that a query returns 500-2000 records depending on batch size. More about limits

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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Note

Cloudaware can also initiate API calls to ServiceNow from inside Cloudaware workflows, triggers and actions. For example, when a change request is made in Cloudaware, we can submit it in real time to ServiceNow using an outbound message within Cloudaware. The outbound message functionality of Cloudaware is described here.

Contrary to the previous example, Inbound SOAP Messages can be configured in ServiceNow and referenced in Cloudaware.