Configuring the ServiceNow actor adapter

You configure an adapter in TrueSight Orchestration Grid Manager. The configuration provides information about how the adapter interacts with the ServiceNow application. Although each adapter must have a unique name, you can create multiple adapters with the same adapter type to allow for different configuration properties.

The form view provides an easy-to-use interface for configuring adapters. The form view prevents human errors that might occur as a result of copying the configuration XML from the adapter user documentation into the UI when configuring an adapter.

Important

You can switch to the XML view to configure those elements and attributes that are not available as fields or to configure all the elements and attributes by using XML only. However, after you switch to the XML view, and save the configuration in XML from that view, you cannot use the form view for modifying the configuration.

The following video (9:16) describes how to configure the ServiceNow actor adapter.

https://www.youtube.com/watch?v=BP1sudTC4sI&t=17s

To configure the actor adapter

Log on to the TrueSight Orchestration Grid Manager.
To access the adapters page, click the Manage tab and then click the Adapters tab.
In the Adapters in Repository list, select the check box corresponding to the type of adapter to be added.
Select bmc-adapter-service-now-actor to add an actor adapter to the Grid.
To include the adapter in the Adapters on Grid list, click Add to Grid.
Click Configure corresponding to the newly added adapter.
On the Add an Adapter Configuration page, perform the following sub-steps to configure the adapter by using the form view, or jump to step 8to configure the adapter by using the XML view:
1. Enter a name for the adapter.
  Tip
  The default name of the adapter is ServiceNowActor.
2. Enter a description for the adapter.
3. Under Properties, enter or select values for the configuration elements.
  
  The configuration elements for actor adapter are described in the following table. Include all required elements indicated with an asterisk (*).
4. (Optional) Click Switch to XML View and use the following steps to specify elements and attributes that are not in the form view.
(Optional) Configure the adapter in the XML view by using the following sub-steps:
Note
Switching to the XML view to specify those elements and attributes not included in the form means that you cannot thereafter use the form for modifying that configuration.
1. Enter a name and a description for the adapter.
2. Click Switch to XML View.
3. On the Warning message that appears, click Switch View.
4. Copy the configuration elements and attributes from the adapter user guide into the Properties text box, and then click OK.
  Note
  If the default value for an optional element is acceptable, omit the element. Do not include empty elements.
5. On the Warning message that appears, click Save.
  
  The adapter configuration with settings is saved in the XML view permanently. The newly configured adapter is now listed in the Adapters on Grid list.
  
  The following table describes the adapter configuration elements and attributes for the ServiceNow application actor adapter that you can specify by using the form view, XML view, or both. You cannot use the form view to configure elements and attributes that do not have an entry in the UI label column.
  The [confluence_table-plus] macro is a standalone macro and it cannot be used inline. Click on this message for details.
  This macro generates standalone content. As a consequence you need to make sure to use a syntax that separates your macro from the content before and after it so that it's on a line by itself. For example in XWiki Syntax 2.0+ this means having 2 newline characters (a.k.a line breaks) separating your macro from the content before and after it.

The following figures describes the XML sample for the actor adapter configuration:

XML sample for configuring the actor adapter with a plain password

<config>
   <proxy-settings>
     <host>11.111.111.1</host>
     <port>808</port>
     <user-name>username</user-name>
     <password>password</password>
   </proxy-settings>
   <target>demo.service-now.com</target>
   <user-name>username</user-name>
   <password>password</password>
   <timeout-secs>120</timeout-secs>
   <min-thread-pool-size>50</min-thread-pool-size>
   <max-thread-pool-size>100</max-thread-pool-size>
   <tables>
       <table entity = "change">change_request</table>
       <table entity = "incident">incident</table>
       <table entity = "import-set">imp_notification</table>
   </tables>
   <import-set>
       <change>
           <table-name>u_changeview</table-name>
           <import-set-coalesce-field>u_change_uid
</import-set-coalesce-field>
           <change-coalesce-field>correlation_id
</change-coalesce-field>
       </change>
       <incident>
           <table-name>u_incidentview</table-name>
           <import-set-coalesce-field>u_incident_uid
</import-set-coalesce-field>
           <incident-coalesce-field>correlation_id
</incident-coalesce-field>
       </incident>
   </import-set>
   <allow-unsigned-certificate>true</allow-unsigned-certificate>
   <install-certificate>true</install-certificate>
   <passphrase>true</passphrase>
</config>

XML sample for configuring the actor adapter with an encrypted Base64 password

<config>
   <proxy-settings>
     <host>11.111.111.1</host>
     <port>808</port>
     <user-name>username</user-name>
     <password encryption-type = "Base64">cGFzc3dvcmQ=</password>
   </proxy-settings>
   <target>demo.service-now.com</target>
   <user-name>username</user-name>
   <password encryption-type = "Base64">cGFzc3dvcmQ=</password>
   <timeout-secs>120</timeout-secs>
   <min-thread-pool-size>50</min-thread-pool-size>
   <max-thread-pool-size>100</max-thread-pool-size>
   <tables>
       <table entity = "change">change_request</table>
       <table entity = "incident">incident</table>
       <table entity = "import-set">imp_notification</table>
   </tables>
   <import-set>
       <change>
           <table-name>u_changeview</table-name>
           <import-set-coalesce-field>u_change_uid
</import-set-coalesce-field>
           <change-coalesce-field>correlation_id
</change-coalesce-field>
       </change>
       <incident>
           <table-name>u_incidentview</table-name>
           <import-set-coalesce-field>u_incident_uid
</import-set-coalesce-field>
           <incident-coalesce-field>correlation_id
</incident-coalesce-field>
       </incident>
   </import-set>
   <allow-unsigned-certificate>true</allow-unsigned-certificate>
   <install-certificate>true</install-certificate>
   <passphrase>true</passphrase>
</config>

Enabling custom logging

To enable custom logging for the adapter, you must specify a log file name. You can also provide additional parameters for logging.

Note

You must be using TrueSight Orchestration version 8.1 or later to use the custom logging feature. These parameters will be ignored in earlier versions of TrueSight Orchestration Platform.

These parameters are available with supported adapter versions. See TrueSight Orchestration Content documentation for details.

Log File Name: Provide a name for the log file.
This file will be stored in the AO_HOME/tomcat/logs directory. If Log File Max Backup Index value is greater than 0, the log file name is suffixed with the backup index. For example, if the parameter value is a.log, backup log files will have names, such as a.log.1, a.log.2.
Log File Size: Specify a size limit for the log file.
If the value specified for Log File Max Backup Index is greater than 0, when the specified size is reached, the current file is renamed with the suffix .1. Otherwise, the log file will be reset and over-written. The default value is 10MB. The available units are KiloBytes (KB), MegaBytes (MB) or GigaBytes (GB).
Log File Max Backup Index: Enter the maximum number of backup files allowed. The default value is 10.
Log File Append: Select this option to append new log information to the existing information in the file. If unselected, the file will be overwritten with new log information.

Log Level: Enter the logging level using one of the following choices:

Logging level	Description
DEBUG	The most detailed logging level; logs low-level messages, normal execution, recoverable erroneous conditions, and unrecoverable erroneous conditions
INFO (default)	Logs normal execution, recoverable erroneous conditions, and unrecoverable erroneous conditions
WARN	Logs recoverable erroneous conditions and unrecoverable erroneous conditions
ERROR	The least detailed logging level; logs only error conditions that are not usually recoverable

Encrypting an element's contents

You can add the attribute secure="true" to an XML adapter element XML view to ensure that the element's contents is encrypted when displayed.

Note

You must be using TrueSight Orchestration Platform version 8.1 or later to use this encryption attribute.

Configuring the ServiceNow actor adapter

To configure the actor adapter

Enabling custom logging

Encrypting an element's contents

On this page