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Description

ServiceNow supports application delivery by integrating service management processes, social collaboration for IT departments, software-as-a-service delivery, and web functionality. The ServiceNow plug-in for HCL DevOps Velocity automates the importing of records for ServiceNow incident management (beta), change management, and problem management from a ServiceNow server.

Quick Info

Product icon

Product

HCL DevOps Velocity (HCL Accelerate)
Plugin type icon

Type

plugin
Compatibility icon

Compatibility

HCL DevOps Velocity 5.0.0 or later; HCL Accelerate 2.0x to 4.0.x
created by icon

Created by

HCLSoftware
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Website

ServiceNow

Published Date

Last Updated

Usage

To install the plug-in, perform the following steps:

  1. In HCL DevOps Velocity, click Settings > Integrations > Available.
  2. In the Action column for the ServiceNow plug-in, click Install.

There are two methods to integrate the plug-in:

  • Using the user interface
  • Using a JSON file

Integrating the plug-in by using user interface

To integrate the plug-in using the user interface, perform the following steps:

  1. In HCL DevOps Velocity, click Settings > Integrations > Installed.
  2. In the Action column for the ServiceNow plug-in, click Add Integration.
  3. On the Add Integration dialog, enter the values for the fields to configure the integration and define communication.
  4. Click Add.

Integrating the plug-in by using JSON file

The JSON file contains the information for creating a value stream. Within the JSON file is a section for integrations. It is in this section that plugin properties can be defined. Refer to the sample JSON code.

To integrate the plug-in using a JSON, perform the following steps:

  1. Navigate to value stream page, and then click the necessary value stream.
  2. Click  icon, and then Select Edit value stream to modify the JSON file in the code or tree view editors.
  3. Alternatively, you can also click Download JSON option to download the JSON file, and then select the Import JSON option to upload the revised JSON file.
  4. Edit the integration information in the JSON file to add the plug-in configuration properties. Refer to JSON sample code in the Configuration Properties section more details.
  5. Click Save.

Integration type

The ServiceNow plug-in supports scheduled events integration which are listed in the following table.

Scheduled events
snowAllResources Queries the ServiceNow repository for Incidents, Change request, Problems,  ServiceNowWaitChangeTask,  ServiceNowWaitRequests

Custom Field Mapping

ServiceNow now supports user-defined fields, to enable mapping of these fields to Velocity fields, a custom field mapping option is introduced within the ServiceNow plug-in. Additionally, ServiceNow allows custom values for any field. To implement the change failure rate matrix, it is essential to determine which change requests have a failed status, making value mapping necessary.

For example


   [
  {
    "type": "change_request",
    "fieldMapping": {
      "changeType": "u_deployment_category"
    },
    "valueMapping": {
      "resolution": {
        "failed": ["unsuccessful", "rejected"]
      }
    }
  }
]

In the above custom mapping configuration example, we are defining a mapping for the change_request resource in ServiceNow. The custom mapping ensures that specific fields from the velocity system are appropriately mapped to corresponding fields in ServiceNow.

Resource Type:

The resource type is identified as change_request. This is the type of record in ServiceNow where we want to implement the custom mapping.

Field Mapping:

The field changeType in the velocity system will be mapped to the field u_deployment_category in ServiceNow. This mapping ensures that when a record is transferred or synced, the changeType value will correctly correspond to the u_deployment_category field in ServiceNow.

Value Mapping for Resolution:

The resolution field in the velocity system may currently contain values like "unsuccessful" or "rejected." After applying the custom value mapping, these values will be mapped to a standardized value of failed. This ensures that records in ServiceNow will use a consistent value for the resolution status.

Automation Tasks

The following automation tasks are available in the ServiceNow plug-in:

ServiceNow – Create Change Request and Change Task

Use this step to create a ServiceNow change request in and change task.

Name Type Description Required Property Name
Short Description String A short description of the ServiceNow change request. Yes short_description
Request type String The type of request type for the ServiceNow application. Example: Standard, Normal, and Emergency. Yes requestType
Standard template id for change request String Standard template id for servicenow change request.Note: This field is required when change request type is standard. False standardTemplateId
Assignment group String The assignment group for the ServiceNow application. False assignmentGroup
Additional properties Json A list of additional properties for the change request in the format for each list item is {“property”:”value”}.
Example: {“short_description”:”Created by DevOps velocity”}.
Separate each list item with a comma (,). See the ServiceNow API documentation for additional properties.		 No additionalProperties
Create change task Json To create change task , provide necessary properties.
Example: [{“short_description”:”createtask”,”change_task_type”:”planning”,”description”:”changetask”,
”start_date”:”2024-01-30 08:05:04″,”end_date”:”2024-01-31 08:05:13″,”outputProperty”:”example”}].
Here outputProperty holds sys_id of change task created.
To create multiple change task, provide comma separated objects.
Example: [{},{},{}].To create under existing change request mention “parent”:”CHG0030008″,”change_request”:”CHG0030008″ along with other properties.		 No changeTaskProps
Output property String The name of the property that the sys_id of the created change request is saved. No outputProperty

ServiceNow – Update Change Request and Change Task

Use this step to update a ServiceNow change request in HCL DevOps Velocity.

Name Type Description Required Property Name
Change Request Number String Enter the change request number.
Note: Either change request number or property reference must be provided		 No changeRequestNumber
Change request system id from property reference String Enter the property reference to system id.
Note: Either change request number or property reference must be provided		 No propertySysId
Assignment group for change request String Assignment group for ServiceNow Application. No assignmentGroup
Change request properties String Enter properties for the change request to be updated in the format for each
list item is {“property”:”value”}. Example: {“short_description”:”change request description”,
”planned_end_date”:”2024-01-31 07:52:53″,”planned_start_date”:”2024-01-30 07:52:47″}.
Separate each list item with a comma (,).
See the ServiceNow API documentation for additional properties.		 No changeRequestProperties
Update change task Json To update change task , provide necessary properties.
Example to update:[{"sys_id":"abcd123","change_task_type":"planning","state":"1",
"planned_end_date":"2024-05-17 02:36:44","planned_start_date":"2024-05-17 02:36:30"}]
Example to create:[{"short_description":"createtask","change_task_type":"planning","description":
"changetask","planned_end_date":"2024-05-17 02:36:44","planned_start_date":"2024-05-17 02:36:30","outputProperty":"example"}].
If sys_id not given, it creates change task.
To update multiple change task provide comma separated objects. Example: [{},{},{}]		 No updateChangeTaskProps

ServiceNow – Wait Change Request

Use this task to wait ServiceNow change request in HCL DevOps Velocity.

Name Type Description Required Property Name
Change Request Number String Enter the change request number.
Note: Either change request number or property reference must be provided		 No changeRequestNumber
Change request system id from property reference. String Enter the property reference to system id.
Note: Either change request number or property reference must be provided		 No propertySysId
Field String The change request field to wait for a match. Yes field
Value String The value to match with the change request field. Yes value

ServiceNow – Wait Change Task

Use this step to create a ServiceNow wait change task.

Name Type Description Required Property Name
Change task number String Enter the change task number. Note: Either change task number or property reference must be provided No changeTaskNumber
Change task system id from property reference. String Enter the property reference to system id. No changeTaskNumber
Change Request Number String Enter the change request number.
Note: Either change request number or property reference must be provided		 No changeRequestNumber
Change request system id from property reference. String Enter the property reference to system id.
Note: Either change request number or property reference must be provided		 No propertySysId
field String Enter the change task field to wait for a match Yes field
Value String Enter the value to match the change task field Yes value

Adding automation tasks to a release

After the plug-in is integrated, automated tasks are available to add as a task within a release.

  • Verify that the ServiceNow server is connected to HCL DevOps Velocity.
  • On the Create Task page, select the automation task from the Type field drop-down list.
  • Complete the properties required for the task.
  • Click Save.

Summary

The ServiceNow plug-in provides for integration with a ServiceNow server. This plug-in imports incident management (Beta), change management and problem management data from a ServiceNow server and provides a single view of ServiceNow incidents, change requests, and problems in an HCL DevOps Velocity value stream map. Data between the ServiceNow server and the HCL DevOps Velocity server is synchronized every five minutes.

The plug-in can also be used to automate several ServiceNow tasks, such as create and update a ServiceNow request.

Compatibility

This plugin is compatible with HCL DevOps Velocity 5.1.6 or later.

 

Configuration Properties

The following tables describe the properties used to configure the integration. Each table contains the field name when using the user interface and the property name when using a JSON file.

  • The General Configuration Properties table describes configuration properties used by all plug-in integrations.
  • The ServiceNow Configuration Properties table describes the ServiceNow configuration properties that define the connection and communications with the ServiceNow server. When using the JSON method to integrate the plug-in these properties are coded within the properties configuration property.

Some properties might not be displayed in the user interface, to see all properties enable the Show Hidden Properties field.

General Configuration properties
Name Description Required Property Name
NA The version of the plug-in that you want to use. To view available versions, click the Version History tab. If a value is not specified, the latest version is used. No image
Integration Name An assigned name to the value stream. Yes name
Logging Level The level of Log4j messages to display in the log file. Valid values are: all, debug, info, warn, error, fatal, off, and trace. No loggingLevel
NA List of configuration properties used to connect and communicate with ServiceNow server. Enclose the properties within braces. Yes properties
  The name of the tenant. Yes tenant_id
NA Unique identifier assigned to the plug-in. The value for the ServiceNow Server plug-in is ucv-ext-servicenow Yes type
DevOps Velocity User Access Key An auto-generated user access key provides credentials for communicating with the Velocity server. Yes NA
ServiceNow Configuration Properties
Name Type Description Required Property Name
URL String The URL of the ServiceNow server. Yes baseUrl
Page Size String The number of issues retrieved per page. No pageSize
Resource types and sys_params String The type/parameters of events to be synced from ServiceNow. Example:[{"table": "change_request", "sys_params": { "category": "Software" }},...] Yes resourceTypesAndSys_params
Custom Field Mapping Json Map ServiceNow fields to HCL DevOps Velocity as a JSON Object. No fieldMapping
Replica Server Name String Any non-empty string value to replica server name would enable read only replica. An Empty string will disable read only replica. No replicaServerName
Proxy Server String The URL of the proxy server including the port number. No proxyServer
Proxy User Name String The user name used to authenticate with the proxy server. No proxyUsername
Proxy Password String The password used to authenticate with the proxy server. No proxyPassword
Authentication Type Dropdown Select required authentication type. Yes authentication
..........When Basic Authentication selected..........        
User Name String The username used to authenticate with the ServiceNow server. Yes username
Password Secure The password used to authenticate with the ServiceNow server. Yes password
........When OAuth Authentication selected..........        
Client Id String The client ID used to authenticate with the ServiceNow server using OAuth2.0. Yes client_id
Client Secret Secure The client secret used for authentication with the ServiceNow server using OAuth2.0. Yes client_secret
Refresh Token Secure The refresh token used for authentication with the ServiceNow server using OAuth2.0. Yes refresh_token
..........When Bearer Authentication selected..........        
Access Token Secure The access token used to authenticate with the ServiceNow server. You can use either this property or the Password property for authentication. NOTE: When using OAuth 2.0, the Access Token will be ignored. Yes accessToken

JSON code sample

The following sample code can be used as a template to define the integration within the JSON file for a value stream. Copy and paste the template into the JSON file Integration section and make the appropriate changes.


integrations": [
    {
      "type": "ucv-ext-servicenow",
      "name": "Plugin for ServiceNow",
      "tenant_id": "tenant_id",
      "logginglevel": "info",
      "properties": {
        "baseUrl": "url_servicenow_server",
        "authentication": "authentication_type (basicAuth OR oauth OR bearerAuth)",
        "client_id": "client_Id",
        "client_secret": "client_secret",
        "refresh_token": "refresh_token",
        "resourceTypesAndSys_params": "[   
             { "table": "table_name"}, 
         ]"
        "proxyServer": "proxy_server_url",
        "proxyUsername": "proxy_server_user_name",
        "proxyPassword": "proxy_server_password" 
      }
    }
  ]

Authentication Type

Choose required authentication type from the drop down list:

  • Basic Authentication: Provide user name and password.
  • OAuth Authentication: Provide client_id, client_secret and refresh token (refer oauth authentication heading)
  • Bearer Authentication: Provide access token Note: This filtering will only be applicable for velocity version 5.1.6, for below version feature will not work.

OAuth authentication

You must provide the following details during integration of ServiceNow plug-in to set up OAuth 2.0 authentication:

  • client_id
  • client_secret
  • refresh_token

Generating the OAuth credentials in ServiceNow

To obtain the client_id and client_secret from your ServiceNow instance, perform the following steps:

1. Log in to the ServiceNow instance.

2. On the left-hand navigation pane, search for OAuth, and then select Application Registry.

3. Click New, and then select Create an OAuth API endpoint for external clients.

4. Fill in the required details, and then click Submit.

5. Navigate to the newly created OAuth record, and then click on it to view the client_id and client_secret.

For refreshToken use https://instanceURL/oauth_token.do

select body x-www-form-urlencoded -> select BulkEdit

	
`grant_type:password
client_id:'yourclientId'
client_secret:'yourClientSecret'
username:'yourUsername'
password:'yourPassword`

ucv-ext-servicenow:1.1.16

Uploaded: 02-July-2025

Pull Command

docker pull hclcr.io/accelerate/ucv-ext-servicenow:1.1.16
 

Release Notes

  • Authentication Type Selection: Added a dropdown feature to allow users to select the desired authentication method (Basic, Bearer, or OAuth) when configuring plugin integrations. Note: This feature requires Velocity version 5.1.6 or higher.
  • Bug fix: Resolved an issue where the Executed By column did not display the username for non-admin users running automation tasks. Additionally the tasks were not completing as expected—this has now been fixed.
  • Error Handling: Improved error detection for hibernated ServiceNow instances. Previously the plugin reported success with no data synced. Now it properly throws an error when the instance is hibernated.
Download Icon DOWNLOAD

ucv-ext-servicenow:1.1.13

Uploaded: 02-Apr-2025 03:00

Pull Command

docker pull hclcr.io/accelerate/ucv-ext-servicenow:1.1.13
 

Release Notes

  • Feature enhancement: ServiceNow now supports user-defined fields, to enable mapping of these fields to Velocity fields, a custom field mapping option is introduced within the ServiceNow plug-in. Additionally, ServiceNow allows custom values for any field. To implement the change failure rate matrix, it is essential to determine which change requests have a failed status, making value mapping necessary.
Download Icon DOWNLOAD

ucv-ext-servicenow:1.1.11

Uploaded: 25-Feb-2025 07:10

Pull Command

docker pull hclcr.io/accelerate/ucv-ext-servicenow:1.1.11
 

Release Notes

  • Addition of Replica Server Name field: The index.js file now contains a replica server name field. Entering any non-empty string value in this field will enable the read-only replica.
  • Support for CHANGE_REQUEST normalized type: A new normalized type CHANGE_REQUEST has been added. In the value stream management page, this normalized type will be visible in the type filter for the ServiceNow plug-in integration.
  • Enhancements in the integration page: The Add Integration page now shows an error if you specify an invalid JSON format in the Resource Types and Sys_params fields.
  • Bug fix: The planned start and end date provided when creating the change request through the automation task did not match when reviewed in the ServiceNow application after the task was executed. This problem is fixed.
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ucv-ext-servicenow:1.1.10

Uploaded: 27-Nov-2024 06:10

Pull Command

docker pull hclcr.io/accelerate/ucv-ext-servicenow:1.1.10
 

Release Notes

  • Added support for Refresh Token to enable secure authentication and implemented Unified Scheduled Events.
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ucv-ext-servicenow:1.1.8.tar

Uploaded: 26-Sep-2024 02:10

Pull Command

docker pull hclcr.io/accelerate/ucv-ext-servicenow:1.1.8
 

Release Notes

  • OAuth 2.0 client credentials flow added for ServiceNow integration.
  • Refresh token mechanism introduced for automatic token renewal when the access token expires.
Download Icon DOWNLOAD

ucv-ext-servicenow:1.1.6.tar

Uploaded: 08-Jul-2024 05:10

Pull Command

docker pull hclcr.io/accelerate/ucv-ext-servicenow:1.1.6
 

Feature Enhancement

  • We've added a new field for Resource Types and Sys_params, which will synchronize events based on the provided sys_params.
  • When the feature flag is enabled, all data collection queries will read from the read replica instance.
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ucv-ext-servicenow:1.1.5.tar

Uploaded: 29-May-2024 12:18

Pull Command

docker pull hclcr.io/accelerate/ucv-ext-servicenow:1.1.5
 

  • Bug fix: Removed drop down feature in update change request and change task and wait changes automation task which was implemented to select change request number as it was uploading more data to integration details. Now user can enter change request number manually.
  • Bug fix: Enabled to create standard and emergency change request in create change request and change task automation task by changing api request made to create.( earlier it was creating only normal change )
  • Improvement: Previously, all scheduled events would run automatically. Now, you can select specific events to execute, and only the chosen events will run.
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ucv-ext-servicenow:1.1.4.tar

Uploaded: 16-Apr-2024 11:10

Pull Command

docker pull hclcr.io/accelerate/ucv-ext-servicenow:1.1.4
 

  • Add initial sync: Under the hidden properties section of add integration page for the plugin an Initial Sync Date field is added. This field is optional and can be used only for the first sync.
  • Resync functionality: After integration plugin provides an option to perform either full resync or resync from selected date so that plugin resync again.
  • Output Property field added: For automation task create change request and change task output property field is added which stores system id of change request when created and for change task output property is provided inside object under create change task field.
  • Wait change task: A new automation task is created for waiting change task.
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ucv-ext-servicenow:1.1.3.tar

Uploaded: 27-Feb-2024 10:51

Pull Command

docker pull hclcr.io/accelerate/ucv-ext-servicenow:1.1.3
 

  • Minor bug fix: Earlier plugin was unable to resync when incident is resolved.
  • Feature Enhancement: Implemented drop down to select change request number in update change request and change task and wait changes automation tasks.
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ucv-ext-servicenow:1.1.2.tar

 

Uploaded: 02-Feb-2024 11:10

Pull Command

docker pull hclcr.io/accelerate/ucv-ext-servicenow:1.1.2
 

  • Bug fix: The previous version was failing to upload issues of large size.
  • Minor enhancement: Previously, the number of issues per page was fixed, but now it is configurable. You can modify the number of issues per page to fetch.
  • Feature enhancement: In automation task enabled to create and update change task.
  • Bug fix: Fixed issue related to syncing of change and problem in servicenow schedule event.
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ucv-ext-servicenow:1.1.1.tar

 

Uploaded: 18-Dec-2023 17:11

Pull Command

docker pull hclcr.io/accelerate/ucv-ext-servicenow:1.1.1
 

Release Notes

  • Import incidents
  • Add Incident creation automation task
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ucv-ext-servicenow:1.0.42.tar

 

Uploaded: 13-Jul-2023 12:13

Pull Command

docker pull hclcr.io/accelerate/ucv-ext-servicenow:1.0.42
 

Release Notes

  • Minor bug fix: Fixed bug related to proxy server change and related to automation task execution.
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ucv-ext-servicenow:1.0.41.tar

 

Uploaded: 06-Jul-2023 07:04

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ucv-ext-servicenow:1.0.36.tar

 

Uploaded: 26-Aug-2022 08:46

Pull Command

docker pull hclcr.io/accelerate/ucv-ext-servicenow:1.0.36
 

Release Notes

  • Removed Manual User Access Key: From current version onwards this plugin will only support Auto Generated User Access Key feature of HCL Accelerate.
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ucv-ext-servicenow:1.0.27.tar

 

Uploaded: 19-Aug-2021 05:28

Pull Command

docker pull hclcr.io/accelerate/ucv-ext-servicenow:1.0.27
 

Release Notes

  • Adding Automation Functionality
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ucv-ext-servicenow:1.0.25.tar

 

Uploaded: 01-Jun-2021 07:00

Pull Command

docker pull hclcr.io/accelerate/ucv-ext-servicenow:1.0.25
 

Release Notes

  • Removed IBM related keywords
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ucv-ext-servicenow:1.0.14.tar

 

Uploaded: 08-Feb-2021 07:41

Pull Command

docker pull hclcr.io/accelerate/ucv-ext-servicenow:1.0.14
 

Release Notes

  • Added proxy support
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ucv-ext-servicenow:1.0.13.tar

 

Uploaded: 08-Feb-2021 07:41

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