Configuring the ServiceNow ITSM on-premises connector

As an administrator, you have the choice to use the cloud or on-premises deployment of ServiceNow ITSM while configuring Proactive Service Resolution. The steps to configure the solution change depending on your organization's usage. To connect to an on-premises deployment, you download and install the remote plugin provided by BMC Helix Intelligent Automation.

Before you begin

Before configuring the on-premises connector, make sure that the following prerequisites are met:

The server where you want to run and install the remote plug-in matches the minimum hardware and software requirements.
For more information, see System-requirements.
The host where the remote plug-in utility is running is accessible from the host where the endpoint automation tool is installed.
You have the permissions required to install and configure an on-premises connector.
For more information, see Roles-and-permissions.
(For Linux) The GNU Compiler Collection (GCC) G++ version is 5.4.0 or later.
Click here to do the steps before you run the plugin
1. Install and update GCC version 5.4.0 or later.
2. Run the following command to unlink the current version.
  sudo unlink /usr/lib64/libstdc++.so.6
3. Run the following command to copy the latest version.
  sudo cp /usr/local/lib64/libstdc++.so.6 /usr/lib64

Task 1: To create a plug-in key

Log in to BMC Helix Intelligent Automation console, and click Connectors > Plugin Keys.
Click Create Plugin Key.
The plug-in key details, the expiry date, and the default name are displayed.
(Optional) Type the plug-in name.
(Optional) Click the calendar icon to update the expiry date.
By default, the plug-in key expires in 90 days.
Click Download Plugin Key.
The creds.json file is downloaded.
Warning
Download the plug-in key before closing the panel. If the panel is closed, the key cannot be downloaded again, and you will need to create a new one.
Click Save.
The plug-in key is displayed on the Plugins page with the status as Active.
Important
You can use one plug-in key for multiple on-premises connectors. For more information about working with plug-in keys, see Editing-disabling-and-deleting-plugin-keys.
Continue with Task 2: To download the remote plug-in utility.

Task 2: To download the plugin

You can download and run a plugin on a Linux or Microsoft Windows server. This server should be accessible from the computer where the automation tool or application is installed.

Click Solutions > Proactive Service Resolution and click Configure.
Select ServiceNow and click the download & install link to download the remote-restapi-plugin.zip file.
If you have any on-premises connector configured, skip this step and continue to Task 3.

Task 3: To create credentials by using the plugin key

A plugin requires credentials to authenticate and execute various actions on the target applications that are defined in an automation policy. The credential CLI utility enables you to create, search, update, and delete credentials for a plugin.

The current release supports the credential CLI utility only on Linux. This server should be accessible from the server where the on-premise application is installed.

Navigate to the directory where you have extracted the remote-restapi-plugin.zip file.
The remote-restapi-plugin directory contains credential.sh/credentials.bat file.
Ensure that the credentials file has execute permissions.
Run the following command to create credentials for the ServiceNow ITSM connector.
Whenever credentials are created, a unique credential provider ID is assigned to it.
Sample command for Microsoft Windows
credential.bat create -n SNOW -i https:<hostname>.service-now.com -p SNOW -a bearer
Sample command for Linux
credential.sh create -n SNOW -i https:<hostname>.service-now.com -p SNOW -a bearer

Type the values for the following parameters when prompted:

Parameter	Value
api key	Type $.access_token
login required (y/n)	Type y
login url	Type the URL for ServiceNow ITSM
authentication parameter	Type Bearer
username	Type admin
password	Type the password that matches the user name
additional authentication parameter required (y/n)	Type y
authentication parameter name	Type client_id
authentication parameter value	Type the value for the client ID
additional authentication parameter required (y/n)	Type y
authentication parameter name	Type client_secret
authentication parameter value	Type the secret key
additional authentication parameter required (y/n)	Type y
authentication parameter name	Type grant_type
authentication parameter value	Type password
additional authentication parameter required (y/n)	Type n
solution	Specifies the solution for which you want to configure the connector. Type one of the following options: 1. PSR for BMC Helix ITSM 2. Blackout 3. PSR for CSP 4. PSR for SNOW

If the credentials are created successfully, a message is displayed.

(Optional) To create credentials in a single step, skip step 4, create a JSON file, which contains all the credentials required for configuring the connector, and run the following command:

Click here to expand...

{
   "auth": {
       "access_token": "$.access_token",
       "bearer_parameter": "Bearer",
       "login_action": {
           "https://hostname.service-now.com//oauth_token.do": {
               "post": {
                   "parameters": [{
                           "headers": {}
                        },
                    ],
                   "body": {
                       "content": {
                           "application/x-www-form-urlencoded": {
                               "username": "admin",
                               "password": "*****",
                               "client_id": "78e4c2*************5417b27a122",
                               "client_secret": "T!****y+",
                               "grant_type": "******"
                            }
                        }
                    }
                }
            }
        }
    }
}

Sample command for Microsoft Windows
credential.bat create -n <connectorName> -i <hostname> -p <providerName> -a bearer -f <locationforJSONfile>
Example for Microsoft Windows
credential.bat create -n SNOW -i <hostname> -p SNOW_TMF -a bearer -f C:\\Users\\Administrator\\Downloads\\auth_json_file.json
If the credentials are created successfully, a message is displayed.

Task 4: To start and run the plugin as a service

If a remote plugin is installed as a service, you can start, stop, or restart it as any other service. We recommend that you run the plugin as a service instead of running it as a batch or shell process.

Before running a plugin as a service, make sure that the following conditions are met:

You have administrative or root privileges on the host where the plugin is extracted.
The host where the plugin is available is also accessible from the host where the application is installed.

To run the plugin as a service:

Navigate to the directory where you have extracted the remote-restapi-plugin.zip file.
Run the install.bat (for Microsoft Windows) or install.sh (for Linux) command.
The plugin runs as a service. The remote restapi plugin service is displayed in the Microsoft Windows Service Manager list of services. On Linux servers, if you run the install.sh status command, a system process with the name BMC remote-restapi-plugin appears.

After the connector is installed and running, the status on the Proactive Service Resolution page is shown as Connected.

Where to go from here

Now that you have successfully configured the connection with the ServiceNow application, perform the next steps to complete configuring Proactive Service Resolution. For more information, see Configuring-Proactive-Service-Resolution-for-incidents-in-BMC-Helix-ITSM.