Change Management module configuration for ServiceNow

The Change Management module contains configuration information that is used by each of the workflows. The following topic describes the module configuration for the ServiceNow application.

To view the module configuration

  1. Using TrueSight Orchestration Development Studio Project Navigator, open the Change Management module, and double-click configuration.
  2. Select ServiceNow to review the configuration settings for the environment.

The following table details the default Change Management module configuration values in a BMC Remedyforce environment.

Change Management module configuration for ServiceNow

Module
configuration
item

Value

Adapter

ServiceNowActor

System_
Type

ServiceNow

Status_
Mappings

<change-request-status-mappings>
 <mapping name="Pending" type="string">Pending</mapping>
 <mapping name="Open" type="string">Open</mapping>
 <mapping name="Work In Progress" type="string">Work In Progress</mapping>
 <mapping name="Closed Complete" type="string">Closed Complete</mapping>
 <mapping name="Closed Incomplete" type="string">Closed Incomplete</mapping>
 <mapping name="Closed Skipped" type="string">Closed Skipped</mapping>
</change-request-status-mappings>

Version

V1.0

Concept_
Template

<Changes>
 <Change />
</Changes>

Risk_
Level_
Mappings

<risk-level-mappings>
 <mapping name="None" type="string">None</mapping>
 <mapping name="Low" type="string">Low</mapping>
 <mapping name="Moderate" type="string">Moderate</mapping>
 <mapping name="High" type="string">High</mapping>
 <mapping name="Very High" type="string">Very High</mapping>
</risk-level-mappings>

Impact_
Mappings

<impact-mappings>
 <mapping name="1 - High" type="string">1 - High</mapping>
 <mapping name="2 - Medium" type="string">2 - Medium</mapping>
 <mapping name="3 - Low" type="string">3 - Low</mapping>
</impact-mappings>

Priority_
Mappings

<priority-mappings>
 <mapping name="1 - Critical" type="sting">1 - Critical</mapping>
 <mapping name="2 - High" type="string">2 - High</mapping>
 <mapping name="3 - Moderate" type="string">3 - Moderate</mapping>
 <mapping name="4 - Low" type="string">4 - Low</mapping>
 <mapping name="5 - Planning" type="string">5 - Planning</mapping>
</priority-mappings>

Collection

<values>
 <field name="somename" />
</values>

Query_
Mappings

<mappings>
 <change-open type="int" location="header"
version="default">active</change-open>
 <approval-phase-name type="string"
location="instance" version="default">approval</approval-phase-name>
 <chg-assignee type="string" location="header"
version="default">assigned-to</chg-assignee>
 <backout-method type="String"
location="description-structure"
version="default">backout-plan</backout-method>
 <category type="string"
location="header" version="default">category</category>
 <configuration-item type="string"
location="middle" version="default">cmdb-ci</configuration-item>
 <description type="string"
location="header" version="default">short-description</description>
 <impact type="string"
location="instance" version="default">impact</impact>
 <change-id type="string"
location="header" version="default">number</change-id>
 <submit-date type="DateTime"
location="header" version="default">opened-at</submit-date>
 <submitter type="string"
location="header" version="default">opened-by</submitter>
 <current-phase type="string"
location="header" version="default">phase</current-phase>
 <priority type="string"
version="default">priority</priority>
 <detailed-description type="string"
version="default">description</detailed-description>
 <status type="string"
location="header" version="default">state</status>
 <risk-level type="string"
location="header" version="default">risk</risk-level>
 <urgency type="string"
location="instance" version="default">urgency</urgency>
 <scheduled-end-date type="DateTime"
location="header" version="default">end-date</scheduled-end-date>
 <scheduled-start-date type="DateTime"
location="header" version="default">start-date</scheduled-start-date>
 <actual-end-date type="DateTime"
location="header" version="default">work-end</actual-end-date>
 <actual-start-date type="DateTime"
location="header" version="default">work-start</actual-start-date>
 <scheduled-outage-start type="DateTime"
location="middle" version="default">scheduled-outage-start</scheduled-outage-start>
 <scheduled-outage-end type="DateTime"
location="middle" version="default">scheduled-outage-end</scheduled-outage-end>
 <actual-outage-start type="DateTime"
location="middle" version="default">actual-outage-start</actual-outage-start>
 <actual-outage-end type="DateTime"
location="middle" version="default">actual-outage-end</actual-outage-end>
 <outage-start type="DateTime"
location="middle" version="default">outage-start</outage-start>
 <change-type type="string"
location="middle" version="default">type</change-type>
 <change-plan type="string"
location="middle" version="default">change_plan</change-plan>
 <requester-login-name type="string"
version="default">requested-by</requester-login-name>
 <requester-login-id type="string"
version="default">sys-created-by</requester-login-id>
</mappings>

Create_
Mappings

<mappings>
 <change-open type="int" location="header"
version="default">active</change-open>
 <approval-phase-name type="string"
location="instance" version="default">approval</approval-phase-name>
 <chg-assignee type="string"
location="header" version="default">assigned-to</chg-assignee>
 <backout-method type="String"
location="description-structure" version="default">backout-plan</backout-method>
 <category type="string"
location="header" version="default">category</category>
 <configuration-item type="string"
location="middle" version="default">cmdb-ci</configuration-item>
 <description type="string"
location="header" version="default">short-description</description>
 <impact type="string"
location="instance" version="default">impact</impact>
 <change-id type="string"
location="header" version="default">number</change-id>
 <submit-date type="DateTime"
location="header" version="default">opened-at</submit-date>
 <submitter type="string"
location="header" version="default">opened-by</submitter>
 <current-phase type="string"
location="header" version="default">phase</current-phase>
 <priority type="string"
version="default">priority</priority>
 <detailed-description type="string"
version="default">description</detailed-description>
 <status type="string"
location="header" version="default">state</status>
 <risk-level type="string"
location="header" version="default">risk</risk-level>
 <urgency type="string"
location="instance" version="default">urgency</urgency>
 <scheduled-end-date type="DateTime"
location="header" version="default">end-date</scheduled-end-date>
 <scheduled-start-date type="DateTime"
location="header" version="default">start-date</scheduled-start-date>
 <actual-end-date type="DateTime"
location="header" version="default">work-end</actual-end-date>
 <actual-start-date type="DateTime"
location="header" version="default">work-start</actual-start-date>
 <scheduled-outage-start type="DateTime"
location="middle" version="default">scheduled-outage-start</scheduled-outage-start>
 <scheduled-outage-end type="DateTime"
location="middle" version="default">scheduled-outage-end</scheduled-outage-end>
 <actual-outage-start type="DateTime"
location="middle" version="default">actual-outage-start</actual-outage-start>
 <actual-outage-end type="DateTime"
location="middle" version="default">actual-outage-end</actual-outage-end>
 <outage-start type="DateTime"
location="middle" version="default">outage-start</outage-start>
 <change-type type="string"
location="middle" version="default">type</change-type>
 <change-plan type="string"
location="middle" version="default">change_plan</change-plan>
 <template-id type="string"
location="middle" version="default">template-name</template-id>
</mappings>

Update_
Mappings

<mappings>
 <change-open type="int" location="header"
version="default">active</change-open>
 <approval-phase-name type="string"
location="instance" version="default">approval</approval-phase-name>
 <chg-assignee type="string"
location="header" version="default">assigned-to</chg-assignee>
 <backout-method type="String"
location="description-structure" version="default">backout-plan</backout-method>
 <category type="string"
location="header" version="default">category</category>
 <configuration-item type="string"
location="middle" version="default">cmdb-ci</configuration-item>
 <description type="string"
location="header" version="default">short-description</description>
 <impact type="string"
location="instance" version="default">impact</impact>
 <change-id type="string"
location="header" version="default">number</change-id>
 <submit-date type="DateTime"
location="header" version="default">opened-at</submit-date>
 <submitter type="string"
location="header" version="default">opened-by</submitter>
 <current-phase type="string"
location="header" version="default">phase</current-phase>
 <priority type="string"
version="default">priority</priority>
 <detailed-description type="string"
version="default">description</detailed-description>
 <status type="string"
location="header" version="default">state</status>
 <risk-level type="string"
location="header" version="default">risk</risk-level>
 <urgency type="string"
location="instance" version="default">urgency</urgency>
 <scheduled-end-date type="DateTime"
location="header" version="default">end-date</scheduled-end-date>
 <scheduled-start-date type="DateTime"
location="header" version="default">start-date</scheduled-start-date>
 <actual-end-date type="DateTime"
location="header" version="default">work-end</actual-end-date>
 <actual-start-date type="DateTime"
location="header" version="default">work-start</actual-start-date>
 <scheduled-outage-start type="DateTime"
location="middle" version="default">scheduled-outage-start</scheduled-outage-start>
 <scheduled-outage-end type="DateTime"
location="middle" version="default">scheduled-outage-end</scheduled-outage-end>
 <actual-outage-start type="DateTime"
location="middle" version="default">actual-outage-start</actual-outage-start>
 <actual-outage-end type="DateTime"
location="middle" version="default">actual-outage-end</actual-outage-end>
 <outage-start type="DateTime"
location="middle" version="default">outage-start</outage-start>
 <worklog-details type="string"
location="middle" version="default">work_notes</worklog-details>
 <details-log type="string"
location="middle" version="default">comments</details-log>
 <change-type type="string"
location="middle" version="default">type</change-type>
 <change-plan type="string"
location="middle" version="default">change_plan</change-plan>
</mappings>

Create_
Association_
Mappings

<mappings>
 <mapping name="ci field name">ci-item</mapping>
 <mapping name="import set table name">task_ci</mapping>
 <mapping name="item type">importset</mapping>
</mappings>

Category_
Mappings

<category-mapping>
 <mapping name="Hardware" type="string">Hardware</mapping>
 <mapping name="Software" type="string">Software</mapping>
 <mapping name="Business Service" type="string">Business Service</mapping>
 <mapping name="System Software" type="string">System Software</mapping>
 <mapping name="Applications Software" type="string">Applications Software</mapping>
 <mapping name="Network" type="string">Network</mapping>
 <mapping name="Telecom" type="string">Telecom</mapping>
 <mapping name="Documentation" type="string">Documentation</mapping>
 <mapping name="Other" type="string">Other</mapping>
</category-mapping>

Approval_
Status_
Mappings

<approval-status-mappings>
 <mapping name="Not Yet Requested" type="string">Not Yet Requested</mapping>
 <mapping name="Requested" type="string">Requested</mapping>
 <mapping name="Approved" type="string">Approved</mapping>
 <mapping name="Rejected" type="string">Rejected</mapping>
</approval-status-mappings>

Current_
Phase_
Mappings

<phase-mapping>
 <mapping name="Not Yet Requested"
type="string">Not Yet Requested</mapping>
 <mapping name="Approved" type="string">Approved</mapping>
 <mapping name="Rejected" type="string">Rejected</mapping>
 <mapping name="Requested" type="string">Requested</mapping>
</phase-mapping>

Query_
Association_
Mappings

<mappings>
 <applied type="integer" location="header"
version="default">applied</applied>
 <ci-name type="string" location="middle"
version="default">ci-item</ci-name>
 <change-id type="string" location="instance"
version="default">task</change-id>
 <sys-created-by type="string" location="header"
version="default">sys-created-by</sys-created-by>
 <sys-created-on type="string" location="header"
version="default">sys-created-on</sys-created-on>
 <sys-id type="string" location="header"
version="default">sys-id</sys-id>
 <sys-mod-count type="integer" location="header"
version="default">sys-mod-count</sys-mod-count>
 <sys-updated-by type="string" location="header"
version="default">sys-updated-by</sys-updated-by>
 <sys-updated-on type="string" location="header"
version="default">sys-updated-on</sys-updated-on>
</mappings>

Urgency_
Mappings

<urgency-mappings>
 <mapping name="1 - High" type="string">1 - High</mapping>
 <mapping name="2 - Medium" type="string">2 - Medium</mapping>
 <mapping name="3 - Low" type="string">3 - Low</mapping>
</urgency-mappings>

WorkInfo_
ViewAccess_
Mappings

<workinfo-viewaccess-mappings>
 <mapping name="Internal" type="string">Internal</mapping>
 <mapping name="Public" type="string">Public</mapping>
</workinfo-viewaccess-mappings>

Change_
Type_
Mappings

<type-mapping>
 <mapping name="-- None --" type="string">None</mapping>
 <mapping name="Routine" type="string">Routine</mapping>
 <mapping name="Comprehensive" type="string">Comprehensive</mapping>
 <mapping name="Emergency" type="string">Emergency</mapping>
</type-mapping>

Default_
Change_
Type

Routine

Default_
Status

Open

Priority_
Mappings_
For_Query_
Result

<priority-mappings>
 <mapping name="(1)" type="sting">1 - Critical</mapping>
 <mapping name="(2)" type="string">2 - High</mapping>
 <mapping name="(3)" type="string">3 - Moderate</mapping>
 <mapping name="(4)" type="string">4 - Low</mapping>
 <mapping name="(5)" type="string">5 - Planning</mapping>
</priority-mappings>

Connection_
Parameters

<connection-parameters>
 <user-name>admin</user-name>
 <password>admin</password>
</connection-parameters>

Proxy_
Settings

<proxy-settings>
 <host />
 <port />
 <user-name />
 <password />
</proxy-settings>


 

 

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