Use Case

  • Listen for new Ops Bridge Events to create new ServiceNow Incidents
  • Synchronize any updates to the Ops Bridge Events, like title, description, urgency, comments, etc. to the other system
  • Fully supported Forwarding tab of the Ops Bridge Events

Requirements

This section provides information about the integration and network requirements.

Integration Requirements


Operations Bridge RequirementsServiceNow Requirements

Access Details

  • Server URL 

  • The auto-generated username and password from the Connected Server

  • Server URL 

  • Integration User

Permissions

  • Connected Server

    • Type "External Event Processing"

    • Enabled "Synchronize and transfer control" option

  • x_ziw_obm_inbound (READ, WRITE, CREATE)
  • incident (READ)
  • sys_db_object (READ)
  • sys_dictionary (READ)
  • sys_journal_field (READ)
  • sys_glide_object (READ)
Advanced
  • Create Incident
    • x_ziw_obm_inbound (WRITE)
  • Update Incident
    • x_ziw_obm_inbound (WRITE)

Environment

Integration User
  • N/A
  • The user's time zone must be set to "GMT"
  • The user's "ID" must be the same as the user's "Username"

Network Requirements


Network Requirements
Communication
  • Operations Bridge → ZigiOps (9090)
  • ZigiOps → ServiceNow (80/443)
  • ZigiOps → Operations Bridge (80/443)

Setup

To enable the integration, you should follow the steps below.

  1. You should start with the selection of the integrated systems and the integrated entities. The integrated entities should be pre-selected if there are no issues with the credentials/permissions, used in the connected systems configuration. 

    Example
  2. Press the Save button to save the changes.

    Example
  3. You should enable the operations to start the integration.

    Example

Operations Explanation

This sub-section provides information about the operations in this integration template, including the field mapping configuration. Each operation consists of two tabs - Source, Field Map. The Source tab contains the trigger, trigger conditions and expressions configuration. The Field Map tab contains the mapping configuration. 

Test Connection

This operation registers a web service listener on the ZigiOps host, which listens on specific port and path. It is designed to accept the "Test Connection" requests, sent by the Operations Bridge connected server and respond accordingly. You could customize the listener protocol, port and path or accept the defaults.

Example

Create Incident

This operation registers a web service listener on the ZigiOps host, which listens on specific port and path. It is designed to accept the incoming requests, sent by the Operations Bridge connected server and respond accordingly. When a new event is transferred, the OMi connected server sends a request to the ZigiOps listener. The request is accepted by ZigiOps, then it is internally processed through the field mapping configuration, and finally, a request is sent to ServiceNow ImportSet to create a new incident.

Source

From this tab you could customize the listener protocol, port, path, and expressions or use the defaults.

Example

Field Map

From this tab you could customize the field, value, and conditional mappings, which suit your requirements.

Example

Update Incident

This operation registers a web service listener on the ZigiOps host, which listens on specific port and path. It is designed to accept the incoming requests, sent by the Operations Bridge connected server and respond accordingly. When an already transferred event is updated, the OMi connected server sends a request to the ZigiOps listener. The request is accepted by ZigiOps, then it is internally processed through the field mapping configuration, and finally, a request is sent to ServiceNow ImportSet to update the corresponding incident.

Source

From this tab you could customize the listener protocol, port, path, and expressions or use the defaults.

Example

Field Map

From this tab you could customize the field, value, and conditional mappings, which suit your requirements.

Example

Recommendations

This section provides information about the recommended considerations, which should be taken into account, before starting the integration.

Correlation

It is recommended to keep the default correlation configuration, unless you're familiar with the integration and the specifics of the integrated systems. You could contact our support team for assistance, prior further changes to the correlation configuration.

Mapping

The predefined templates are complied with the specifics of the integrated systems. It is recommended to confirm if your integrated systems have any required fields, which must be reported, so you could map them accordingly. Please note that if a required field is not mapped, the operation might fail. In this case, you could review the troubleshooting page for more information about the operation's execution history.