• Services
  • Migration Topics
  • Integration
    • Standard ActionHandlers
    • ServiceNow
      • Introduction
      • Configuration
      • Commissioning Guide
      • Mapping Guide
      • Mapping Language Guide
      • User Guide
      • ServiceNow Rollback Instructions
    • SAP
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    • Introduction to ActionHandlers and Connectors
  • Concepts
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Table of Contents

Introduction

The ServiceNow connector is designed to enable communication between HIRO and ServiceNow. It provides an easy to deploy solution to enable our customers to connect their business processes with HIRO. The connector supports latest and most used versions of ServiceNow: Madrid, New-York and Orlando. It works with these versions without any extra effort.

The connector can be used for any of the most commonly used IT processes such as Incident, Change or Config Items. The beauty of this connector is that it is configurable for most of the features. The customers can enable or disable any of the IT processes using a simple configuration file.

The connector is designed for a vanilla ServiceNow installation. You need to make sure that your customization in ServiceNow works with the connector. We do not support ServiceNow customizations in the connector.

Target System

ServiceNow

Supported Versions

Madrid, New-York and Orlando

Supported Processes

Incident, Change and Config

The working mechanism of the connector is based on the data polling technique. The connector keeps track of changes on ServiceNow and HIRO, if any change is detected, it forwards them to the responsible component. The connector tracks changes in data based on timestamps (supported by ServiceNow). It also keeps track of the last successful record sent so that in case of any loss of data due to network error or any physical incident, the connector can be configured to grab data from the last successful point. This feature is also quite useful when synchronizing history data between or from a certain date time.

One of the biggest challenges with connectors is the data transformation and data mapping. HIRO understands the "arago Standard Data Format" (SDF) and provides a large list of attributes that covers almost all ITSM tools. ServiceNow has its own data format and communicates accordingly. The connector transforms data from SDF to ServiceNow format and vice versa using a mapping scheme. The most important feature here is the configurable mapping scheme. The connector maps data between both components using an external mapping file. The customers can provide their own mapping logic for data transformation and can decide how the data should be mapped. Note that the connector package also provides a default mapping designed based on expert views.

The connector architecture is designed to support parallel working model (or multi-threaded). The number of parallel processes are easily configured using the configuration file so that the customers can decide based on underlying environment.

The connector package contains an Intro video, the Install guide, the technical guide and the guide for writing transformation files.