Use Case

  • Collect new Ops Bridge Events to create new ServiceNow Incidents
  • Synchronize any updates to either Ops Bridge Events or ServiceNow Incidents, like title, description, urgency, comments, attachments, 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

  • Instance URL

  • The auto-generated credentials of the Connected Server

  • Instance URL

  • Integration User

Permissions

  • Connected Server
    • Type "External Event Processing"
    • Enabled "Synchronize and transfer control" option
  • incident (READ, WRITE, CREATE)
  • sys_db_object (READ)
  • sys_dictionary (READ)
  • sys_journal_field (READ)
  • sys_glide_object (READ)
Advanced
  • Create Incident
    • incident (CREATE, READ, WRITE)
  • Update Incident
    • incident (WRITE)
  • Backsync Event
    • incident (READ)
    • sys_journal_field (READ)
  • Fetch Incident
    • incident (READ)

Environment

  • N/A

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 section provides information about the predefined operations of this integration template, including the default field mapping configuration. Each operation consists of three tabs - Source, Field Map and Related. The Source tab contains the trigger, trigger conditions and expressions configuration. The Field Map tab contains the mapping configuration. The Related tab contains the mapping configuration for the child entities, like attachments, comments, work notes, etc.

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.

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 Operations Bridge 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 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 Operations Bridge 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 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

Fetch 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 you click on the Forwarding tab of a transferred Operations Bridge event, the Operations Bridge 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 to retrieve information from the corresponding ServiceNow incident, which is displayed directly in the event.

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

Backsync Event

This operation polls the data via the ServiceNow Table API. It is designed to detect any changes to the incidents, created by the integration and synchronize them with the corresponding Operations Bridge event, as per the mapping, configured on ZigiOps side.

Source

From this tab you could customize the polling interval, trigger conditions 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.