Paris Now Platform Administration

Paris Now Platform

Administration
Last updated: September 16, 2020

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 Paris Now Platform Administration

Some examples and graphics depicted herein are provided for

illustration only. No real association or connection to ServiceNow
products or services is intended or should be inferred.
This PDF was created from content on docs.servicenow.com. The web
site is updated frequently. For the most current ServiceNow product
documentation, go to docs.servicenow.com.
If you have comments about this documentation, submit your feedback
to: [email protected]

Company Headquarters
2225 Lawson Lane
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 Paris Now Platform Administration

Integration with third-party applications and data

sources
ServiceNow integrates with many third party applications and data sources.

The most common integrations are with CMDB, Incident Management, Problem
Management, Change Management, User Administration, and Single Sign-on. A variety
of techniques can be used, most notably Web Services, JDBC, LDAP, Excel, CSV, and
Email, as well as any industry standard technologies that use SOAP, REST, or WSDL.
Additionally, API and command-line integrations can be done using a MID Server.
ServiceNow has performed the following integrations with enterprise systems and
platforms.

This podcast offers additional information on integrations.

Technologies

The ServiceNow platform is based on service-oriented architecture (SOA), in which all

data objects can use web services to access bi-directional data-level integration. The
interface is also direct and dynamic because all modifications to existing objects and all
new objects are automatically published as a Direct Web Service. A more indirect web
service creation and usage can be achieved through Mapped Web Service where a
transform map is used to gather incoming web service data into the final targeted
tables. Finally, an advanced Scripted Web Service technique is available for defining
process-based web services, where data is irrelevant, but serves more as a trigger for a
process or a composite of actions that execute at the server.

Additionally the platform offers a rich interface for loading external data using import
sets. Using this feature, you can load from various data sources such as HTTPS, FTPS, and
SCP using file formats such as XML, CSV, and Microsoft Excel XLS files. Information can
also be pulled from a data source using a direct JDBC connection, provided the
network connectivity allows.

Information can be pulled from the platform to an external platform using an ODBC
Driver.

Forms, lists, and reports on the platform can be accessed directly using a URL, which
facilitates integration on the UI level between two or more web applications.

A handful of single sign-on technologies is identified and implemented out of the box to
allow fast integration with your portal, however, the technique is customizable in a script
to allow for flexibility in the different SSO environments our customers have.

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 Paris Now Platform Administration

Integration between ServiceNow Instances

There are times when you find you need to perform a specific integration between your
instance and another ServiceNow instance. Instance-to-Instance integrations are a
snap because all of the integration points exist between the two instances.

• Integration options

Nearly all ServiceNow customers obtain additional value by integrating with third-party
applications.

Integration options
Nearly all ServiceNow customers obtain additional value by integrating with third-party
applications.

ServiceNow customers have the following options for integrating with third-party
applications.

• Activate a ServiceNow provided integration.

• Install a certified integration from the ServiceNow Store.

• Install an integration from Share.

• Contact your sales representative for available custom-built integrations.

• Build your own custom integration using the platform's integration interfaces.

Note: Certified integrations have passed a set of interoperability, security, and

performance test criteria defined by ServiceNow.

• ServiceNow provided integrations

ServiceNow provides many integrations as part of the platform.

• Supported integration interfaces

ServiceNow provides a number of interfaces to be able to directly integrate with the

platform. These interfaces are considered part of the platform and are provided at no
additional charge.

• Domain separation in third-party application and data source integration

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 Paris Now Platform Administration

This is an overview of domain separation and integration of third-party applications

and data sources. Domain separation enables you to separate data, processes, and
administrative tasks into logical groupings called domains. You can then control
several aspects of this separation, including which users can see and access data.

ServiceNow provided integrations

ServiceNow provides many integrations as part of the platform.

These integrations are considered part of the platform and are provided at no
additional charge.

Provided Integrations

Integration Type Integration Point

Altiris (version 6.5) MID Server CMDB

Google Maps Web services Varies

Google Custom Search Web services Knowledge

Integration — IBM Watson

Web services Varies
Conversation Service

Microsoft SMS / SCCM MID Server CMDB

Verizon eBonding Web services Incident

• Set up Google Maps API

You enable the geolocation feature using the appropriate entries from a Google
Maps API for Business license, or a Google Maps Javascript API Key.

• Request Google custom search integration

The Google Custom Search Integration plugin is available by request.

• Microsoft SCCM integration

The Microsoft SCCM integration is a one direction import of SCCM data into the
ServiceNow's Configuration Management Database (CMDB).

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 Paris Now Platform Administration

• Migrate the Verizon eBonding Integration to a Production System

This topic outlines the tasks required for moving the Verizon eBonding integration from
a Dev/Test environment to a Production environment.

• Legacy: Altiris integration 2.0

The Altiris integration is deprecated in the Istanbul release.

Set up Google Maps API

You enable the geolocation feature using the appropriate entries from a Google Maps
API for Business license, or a Google Maps Javascript API Key.

Before you begin

Role required: admin

About this task

You can generate maps using basic JavaScript, and they are flexible enough to display
even the most complicated of queries. These maps use standard Google Maps API for
Business or Google Maps Javascript API Key mapping features, including various link
types to records in your instance. Use of this feature requires installation of the Google
Maps plugin.
Map page

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Procedure

1. Google Maps APIs for Business licenses are no longer available from Google, so,
depending on whether have an existing license, use one of the following
procedures.
Existing Google Maps API for Business license
Tasks
available?

Existing license available

a. In the System Properties > Google
Maps property form:

• In the google.maps.client
field,enter the Client ID for your
organization. This ID is from
Google and starts with gme-,
such as gme-mycompanyname.

• In the google.maps.private.key
field, enter the private key for
Google Maps API for Business.
An example of an encoded key
is
vNIXE0xscrmjlyV-12Nj_BvUPa
w=. The Now Platform® requires
this key to retrieve accurate
driving time estimates from
Google for some Geolocation
features.

• Fill out the remaining values on

the form.

b. Configure your maps using the

property definitions from the table.
Note: See the Getting Started
Guide on the Google website for
details on obtaining a key, using the
API, and relevant terms of service.

No license available
a. Obtain a Google Maps Javascript
API Key from Google.

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 Paris Now Platform Administration

Existing Google Maps API for Business license

Tasks
available?
b. In the System Properties > Google
Maps property form, enter the API
key into the google.maps.key field.

Geolocation in the Now Platform®

uses the API Key, which Google
Maps also uses for Geolocation and
map view billings.

c. Fill out the remaining values on the

form.

d. Configure your maps using the

property definitions from the table.
To learn more about Google Maps API for Business, and Google Maps Javascript API
Key, see https://developers.google.com/maps/gmp-get-started.

2. After you complete and save the configuration, create Map pages, or use the
default pages included with the plugin.
Map pages define what data appears on the map, and the appearance of the
links. For a tutorial on how to view all of the markers that link to your records, see the
Display Map Markers on Google Maps blog post on theNow Community.

Property Description

If true, automatically closes a map

information window before opening a
new one.

• Type: true/false
google.maps.auto_close
• Default value: true

• Location: System Properties >

Google Maps

google.maps.client Client ID for Google Maps API for

Business.

• Type: string

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 Paris Now Platform Administration

Property Description
• Default value: gme-servicenow

• Location: System Properties >

Google Maps

Private key for Google Maps API for

Business. This key activates the
geolocation feature, which locates users
in the system precisely, using data from
their mobile devices.
google.maps.private.key
• Type: string

• Default value: empty

• Location: System Properties >

Google Maps

Version number of the current

installation of Google Maps API for
Business.

• Type: string
google.maps.version
• Default value: current version
number

• Location: System Properties >

Google Maps

Google Maps API for Business or Google

Maps Javascript API Key that ties to the
URL of the server. This key authorizes
development use of Google Maps API.

google.maps.key • Type: string

• Default value: empty

• Location: System Properties >

Google Maps

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 Paris Now Platform Administration

Property Description

Starting latitude of the map. This value

determines the starting position
displayed in Google Maps.

• Type: string
google.maps.latitude
• Default value: 36.008522

• Location: System Properties >

Google Maps

Starting longitude of the map. This value

determines the starting position
displayed in Google Maps pages.

• Type: string
google.maps.longitude
• Default value: -95.221764

• Location: System Properties >

Google Maps

Maximum number of items to display on

the map.

• Type: integer
google.maps.max_items
• Default value: 500

• Location: System Properties >

Google Maps

Table used by the map. The table needs

the following fields: name, longitude,
latitude.

• Type: string
google.maps.table
• Default value: cmn_location

• Location: System Properties >

Google Maps

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 Paris Now Platform Administration

Property Description

Starting zoom level of the map (1 is the

lowest)

• Type: string
google.maps.zoom
• Default value: 4

• Location: System Properties >

Google Maps

Request Google custom search integration

The Google Custom Search Integration plugin is available by request.

Before you begin

Role required: admin

About this task

There are two ways to request a plugin:

• Access the HI Service Catalog directly by clicking Service Catalog > Activate Plugin on
HI.

• Access the HI Service Catalog through the All Applications page on your instance by
following these steps.

Procedure

1. Navigate to System Applications > All Available Applications > All.

2. On the All Applications page, click Request Plugin to open the request form on HI.

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 Paris Now Platform Administration

3. On HI, select to be redirected to the HI Service Portal Service Catalog.

4. On the Activate Plugin request form, fill in the fields.

Field Description

Instance on which to activate the

Target Instance
plugin.

Plugin Name Name of the plugin to activate.

Specify the date and time you would

like this plugin to be enabled The date and time must be at least two
business days from the current time.

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 Paris Now Platform Administration

Field Description

Note: Plugins are activated in two

batches each business day in the
Pacific time zone, once in the
morning and once in the evening. If
the plugin must be activated at a
specific time, enter the request in
the Reason/Comments field.

Information that would be helpful for the

ServiceNow personnel who are
activating the plugin. For example, if
Reason/Comments you need the plugin activated at a
specific time instead of during one of
the default activation windows, specify
it in the comments.

5. Click Submit.

Microsoft SCCM integration

The Microsoft SCCM integration is a one direction import of SCCM data into the
ServiceNow's Configuration Management Database (CMDB).

Scheduled imports bring relevant SCCM data into the ServiceNow instance from an SQL
Server database and map it to tables in the CMDB. You can configure either a full or
incremental data import. The import is achieved using a JDBC connection via the MID
Server. The integration keeps the ServiceNow CMDB synchronized with the SCCM
SQLServer database, so that only relevant data is imported from the SCCM database to
the CMDB. The SCCM database is considered an authoritative source and is not written
to.

Supported versions
These are the plugins for the currently supported SCCM versions, all of which support
Asset Intelligence and Incremental Software Reconciliation:

• Microsoft SCCM 2007

• Microsoft SCCM 2012 v2

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 Paris Now Platform Administration

• Microsoft SCCM 2016

Note: If you upgrade your instance to a version of the Now Platform that does not
provide support for your version of SCCM, you can continue to use that version.
However, all new instances require the use of a supported SCCM version.

The Integration - Microsoft SCCM 2016 (com.snc.integration.sccm2016) plugin is

compatible with SCCM versions 1606, 1906, 1910 and 2002.

Available modules

• Setup:

• Configure the data sources.

• Specify database server settings and the MID Server.

• Test the configuration.

• Scheduled Import: Schedule the import or execute the import immediately.

• Data Sources: A list of the pre-configured data sources defining the external CMDB
database.

• Progress: The progress log for scheduled imports.

• Transform History: A log of transformations performed by scheduled imports.

• CI Identification: Identifiers used by SCCM to match import set data with the CMDB.

• Import Set Data: Tables that store imported SCCM data.

• Web Services: List of web services used to add or remove fields in the transform maps.

Asset intelligence

Asset Intelligence is an SCCM feature that can filter, normalize and clean up software
records. When enabled, it populates normalized software data in a separate table
within the SCCM database. You can target this separate table instead of the raw
software data table. When you import software records into the CMDB with this feature
enabled, you get a cleaner set of software data. To use this feature, you must Activate
SCCM Asset Intelligence scheduled imports in the target ServiceNow instance, as well as
in the source SCCM database.

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• Activate a supported Microsoft SCCM plugin

The SCCM plugins can be activated by an administrator and requires the Integration -
JDBC and CI Identification plugins. These dependent plugins are activated
automatically with SCCM activation.

• SCCM data import process and source tables

The Microsoft SCCM versions supported in the ServiceNow® platform offer identical
features and the same imported data.

• Configure the SCCM integration and schedule an import

Importing data from Microsoft SCCM requires a connection to the SCCM database via
a JDBC data source and a schedule that tells the MID Server when to fetch the data.

• Activate SCCM Asset Intelligence scheduled imports

To prevent duplicate software imports, activate either the Asset Intelligence (AI) or the
non-AI scheduled import.

• Upgrade the SCCM integration version

If you are using an earlier version of an System Center Configuration Manager(SCCM)

plugin, you can switch over to a later version to take advantage of new features.

The SCCM plugins can be activated by an administrator and requires the Integration -
JDBC and CI Identification plugins. These dependent plugins are activated
automatically with SCCM activation.

Before you begin

For a complete listing of the plugins that need to be activated, see Activate SCCM
Asset Intelligence scheduled imports.

Procedure

1. Navigate to System Applications > All Available Applications > All.

2. Find the plugin using the filter criteria and search bar.

You can search for the plugin by its name or ID. If you cannot find a plugin, you may
have to request it from ServiceNow personnel. To request a plugin, follow the steps in
Request a plugin.

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 Paris Now Platform Administration

3. Click Install, and then in the Activate Plugin dialog box, click Activate.
Note: When domain separation and delegated admin are enabled in an
instance, the administrative user must be in the global domain. Otherwise they
will receive the following error: Application installation is unavailable because
another operation is running: Plugin Activation for <plugin name>.

The Microsoft SCCM versions supported in the ServiceNow® platform offer identical
features and the same imported data.

Data import process

1. A schedule called SCCM System <version> Import determines when the SCCM
tables are imported into the ServiceNow® instance. Imports can be executed
immediately or scheduled to run at defined intervals.

2. A MID Server retrieves the SCCM data and imports it into staging tables on the
instance.

3. Transforms run on the data in the staging tables and map the SCCM data to existing
fields in the CMDB.

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SCCM data imported

This table shows the SCCM source tables, the corresponding import set staging tables in
the ServiceNow® instance, and the target tables in the CMDB.

SCCM table Staging table CMDB table

• v_GS_Computer_System SCCM <version> Computer Computer

Identity [cmdb_ci_computer]
• v_GS_Workstation_Status

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SCCM table Staging table CMDB table

• v_GS_System

• v_GS_PC_Bios

• v_GS_Operating_System

• [imp_sccm<version>_comp
v_GS_Computer_System_ uter_id]
Product

• v_GS_System_Enclosure

• v_GS_Baseboard

SCCM <version> Disk

v_GS_Disk Disk [cmdb_ci_disk]
[imp_sccm<version>_disk]

SCCM <version> Network Network Adapter

v_GS_Network_Adapter_Co
[imp_sccm<version>_netwo [cmdb_ci_network_adapte
nfiguration
rk] r]

SCCM <version> Operating

Computer
v_GS_Operating_System System
[cmdb_ci_computer]
[imp_sccm<version>_os]

SCCM <version> Processor

Computer
v_GS_Processor [imp_sccm<version>_proce
[cmdb_ci_computer]
ssor]

• • Software [cmdb_ci_spkg]
v_GS_Add_Remove_Progr
ams SCCM <version> Software • Software Installation
[imp_sccm<version>_softw [cmdb_sam_sw_install]
• are] (when Software Asset
v_GS_Add_Remove_Progr Management is
ams_64 enabled*)

*For more information about Software Asset Management and how to enable it, see
Request Software Asset Management.

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 Paris Now Platform Administration

SCCM data sources

The ServiceNow® SCCM integration uses JDBC data sources to import software data
from the SCCM database. Each data source contains the connection specifics for the
SCCM database and names the MID Server the instance will use to import the data. The
transforms that map the SCCM fields to the CMDB are defined in a related list in each
data source record.

Transform maps

Transform maps are accessed from the Transforms related list in each data source
record. The source fields in SCCM and the target fields in the CMDB are listed in the Field
Maps related list in each Table Transform Map record. The SCCM integration uses the
transform map utility provided with the ServiceNow® platform. For instructions on editing
or creating a transform map, see Transform maps.

The SCCM integration provides two transform maps for incremental software imports.
Only one transform map can be enabled (Active) at a time.

• Incremental Import: Enabled by default. This map should be configured as Active

when ServiceNow® Software Asset Management is not enabled on the instance.

• Incremental Import (SAM enabled): If the Software Asset Management plugin is

activated, set this transform to Active

Note: To force a one-time full import of all software data from the SCCM
database, clear the value in theLast run datetime field on the data source. This
operation can take a long time to execute, so the most efficient method is to use
an incremental transform after the first full import.

Transforming the assigned user

The SCCM <version> Computer Identity transform script attempts to set the Assigned to
field in the CMDB record by looking up the name of the user in the SCCM source table
and comparing the value with the matching field in the ServiceNow sys_user table. If a
match is found, that user is assigned to the record. If no match is found, the Assigned to
field is left blank. The matching field is controlled by the
glide.discovery.assigned_user_match_field system property, which is set to user_name
by default.

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Identifiers

The SCCM integration uses CI identification to update CIs created from data imported
from SCCM with a resource ID. The Hardware Rule identifier returns the resource ID of a
computer from SCCM and stores it in the Source [sys_object_source] table. When
resource IDs are first imported, either from SCCM or Discovery, the [sys_object_source]
table is populated with IDs for each CI it identifies. In subsequent imports, if an incoming
ID matches that of an existing CI, IRE (Identification and Reconciliation Engine) updates
the information for that CI in the CMDB. If the incoming resource ID does not match that
of an existing CI, IRE creates a new CI and populates it with the resource ID.

For more information about CMDB Identification and Reconciliation and IRE, see CMDB
Identification and Reconciliation.

Scripts

Data population scripts populate the related data in the CMDB for each target CI
discovered by the Hardware Rule identifier.

Software
The Microsoft SCCM integration reconciles the software package count in the records
for a CI and removes a software instance from the Software Instance
[cmdb_software_instance] table if the software package is uninstalled from the CI. For a
full software import, the transform populates the Software [cmdb_ci_spkg] and Software
Instance [cmdb_software_instance] tables. If the Software Asset Management plugin is
enabled, the transform populates the Software Installation [cmdb_sam_sw_install] table.
Caution: The table data imported from SCCM must contain complete data for the
CI. The instance assumes that the import represents all relationships that exist and
adjusts the CMDB accordingly. Partial data received from SCCM tables can cause
the deletion of active relationships.

Importing data from Microsoft SCCM requires a connection to the SCCM database via
a JDBC data source and a schedule that tells the MID Server when to fetch the data.

Before you begin

You must have sufficient credentials to query the SQL Server that contains the SCCM
database. Create a SQL Server account in order to connect to the SCCM database on
the MID Server to use the data sources.
Connect to your SCCM SQL Server and configure the following:

1. Create a new login user name and password for SQL Server authentication.

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 Paris Now Platform Administration

2. Choose the SCCM database that ServiceNow data sources will connect to.

3. Assign the 'db_datareader' role membership to the new user.

Role required: admin

About this task

The system uses the details of the database connection you create in this procedure to
configure the default SCCM data sources automatically.
Note: If you want to configure the JDBC data source to authenticate on your SQL
Server database using the Windows MID Server service user, select the Use
integrated authentication box on each of the existing data sources.

Procedure

1. Navigate to Integration - Microsoft SCCM <version> > Setup.

2. Complete the required fields to configure connection to the SCCM SQL database.
Make sure to include a valid MID Server that has access to the SQL database server.
SCCM data import setup

3. Under Related Links, click Test data source connections to test the connection to the
SCCM database.

4. If the data source connects to the SCCM database, navigate to Integration -

Microsoft SCCM > Scheduled Import.
The Scheduled Data Import form appears for your version of the SCCM integration.
The Computer Identity data source runs first. The other data sources listed on the
form run in sequence, based on their default order.

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5. Select a calendar interval (Day, Week, etc.) in the Run field and specify the time of
day the import should run.
Your selection displays additional fields required to complete the schedule.

6. Click Update to schedule the import or click Execute Now to perform the import
immediately.

After the instance imports data using the SCCM <version> Computer Identity data
source, the other data sources run in the order configured to retrieve the remainder
of the SCCM data.

To prevent duplicate software imports, activate either the Asset Intelligence (AI) or the
non-AI scheduled import.

Before you begin

Role required: admin

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About this task

Make sure to limit the software import frequency to be no greater than the frequency of
the table cleanup that tracks deleted software in SCCM.

Asset Intelligence is supported in these SCCM plugins:

• Integration - Microsoft SCCM 2007

• Integration - Microsoft SCCM 2012 v2

• Integration - Microsoft SCCM 2016

Important: To improve the performance of your initial SCCM import, you can
prevent the system from checking against deleted software prior to the import
date. Navigate to Integration - Microsoft SCCM <version> > Data Sources > SCCM
<version> Removed Software and enter the current date in the Last run datetime
field, using the format yyyy-mm-dd 00:00:00.0. This field is populated automatically
for each subsequent run of the removed software data source, so it is not necessary
to alter the value after the initial import.

Procedure

1. Navigate to the System Import Sets > Administration > Scheduled Imports.

2. Set Active to false for these data import schedules:

• SCCM <version> Software

• SCCM <version> Removed Software

3. Set Active to true for these data import schedules:

• SCCM <version> Software (with AI)

• SCCM <version> Removed Software (with AI)

Related tasks

• Configure the SCCM integration and schedule an import

If you are using an earlier version of an System Center Configuration Manager(SCCM)

plugin, you can switch over to a later version to take advantage of new features.

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Before you begin

Role required: admin

About this task

The ServiceNow SCCM integrations are self-contained and can exist independently.
They each use their own import set tables, data sources and transform maps. However,
all SCCM integrations will transform data into the same tables within the ServiceNow
CMDB. To avoid the data being overwritten by another source:

• Use one SCCM integration and disable all other SCCM scheduled imports.

• Perform a full import to clear the cmdb_software_instance table, the

cmdb_sam_sw_install table, and other tables of old SCCM data.

Note: It is possible to configure each plugin to integrate with SCCM 2007 or 2012
because the mechanism of the integration is actually the same, which is to
leverage Java Database Connectivity (JDBC) imports. However, a data source
must be modified if it is used for an SCCM version for which it was not written. Use
the plugin version that corresponds to the SCCM version for which the data source
is intended.
To change the SCCM integration:

• Disable the current integration by deactivating the SCCM import schedule.

• Activate the new SCCM plugin.

• Reimport all the software records when you are switching to an integration that
supports incremental imports of removed software.

To disable the SCCM import schedule:

Procedure

1. Navigate to Integration - Microsoft SCCM 20xx > Scheduled Import.

2. Clear the Active check box.

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Scheduled Import form

3. Click Save or Update.

4. To activate the new SCCM plugin, navigate to System Definition > Plugins.

5. Search on the name *SCCM to see all the available SCCM integrations plugins.

6. Activate the plugin.

Related reference

• SCCM data import process and source tables

Migrate the Verizon eBonding Integration to a

Production System
This topic outlines the tasks required for moving the Verizon eBonding integration from a
Dev/Test environment to a Production environment.

This process requires coordination with your assigned Verizon implementation manager.

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General Tasks
The following work can be performed any time:

• Obtain a production SOAP password from Verizon. Your Verizon SOAP user ID is the
same as that used against the Verizon test broker.

• Create an integration user for Verizon in the ServiceNow Production instance. Use the
same user name and password that was created for the development instance, so
that the communication between Verizon and ServiceNow is properly authenticated.

Migrating to a Production Environment

Perform these tasks in order.

• Task 1: Request the Verizon eBonding plugin for the production instance. When the
plugin is installed, the only immediate user interface change is an additional Category
field named VZ eBonding. All of the triggers for the integration are dependent on the
category being set to VZ eBonding. Enabling the plugin on the production instance
should not affect your users. If you wish to take additional precautions, disable the VZ
eBonding category from the list when the plugin is activated for the instance.

• Task 2: Set up the Verizon certificate and keystore. Copy these directly over from the
Dev instance or regenerate them so that you have separate versions for the Dev and
Production instances.

• Task 3: Configure the integration properties to work with the Production Verizon
eBonding system. This is userID, password, and other properties provided by your
Verizon representative.

• Task 4: Change all the Verizon eBroker SOAP Message functions to use Verizon's
production SOAP Endpoint. In most cases, the endpoint URL will be: https://
pubwebsvc.vzbi.com:443/Trouble_Management_v3r0. Verify this URL with the Verizon
implementation specialist.

• In the SOAP Message Functions related list, click each function, clear the Lock check
box, and enter the production endpoint.

• Configure the SOAP Message Functions related list and add the SOAP endpoint
column. In the SOAP Message Functions list view, unlock and update the endpoint
for all records by editing multiple records.

• Task 5: Apply any customizations. If customizations to the integration on the Dev system
were captured in an update set, apply that update set to the Production system.

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• Task 6: Provide Verizon with the production SOAP Endpoint. The SOAP endpoint should
look something like this: https://yourproductioninstance.service-now.com/
ETMSPublish.do?WSDL.

• Task 7: Coordinate a Production turn up with your Verizon representative to do basic

testing.
Warning: Do not create test tickets against the production system without
working with the Verizon team. Any tickets created are treated as real tickets.

Legacy: Altiris integration 2.0

The Altiris integration is deprecated in the Istanbul release.

The Altiris integration a one direction import of the Altiris data into ServiceNow CMDB
(Configuration management database). The integration keeps the ServiceNow CMDB
up to date with Altiris SQLServer database.

Data Import

Relevant data is imported from the Altiris database to the CMDB. The Altiris database is
not written to, it is considered an authoritative source. The import is achieved using a
JDBC connection via the MID Server.

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Altiris integration application

Information pulled from Altiris includes:

• PC Hardware (Model, Manufacturer, memory, clock speed, number of CPUs, etc.)

• Operating System Information (Name, Service Pack)

• Printers

• Disk information (physical, network, and logical)

• Network (IP Address, Netmask)

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Configuration and Operational Modules

Enabling this integration will create the Integration - Altiris application.

The following are the configuration and operational modules for this integration.

• Setup

• Configure the data sources from one form

• Provide the Database Server IP Address

• Provide the Database Name

• Provide the Database User ID and Password (this will need to be created on SQL
DB side, see this article for help with this step: http://technet.microsoft.com/en-us/
library/aa337562.aspx

• Find and select the MID Server

• Specify Database server settings and MID server

• Test configuration

• Scheduled Import

• Schedule the execution of the import or import immediately

• Data Sources

• A list of the pre-configured data sources defining the external CMDB database

• Progress

• A historical list of progress on scheduled imports

• Transform History

• A historical list of transformations performed during scheduled imports

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Warning: If you have activated an existing integration of the previous version:

1. Activating the 2.0 plugin does not "add to" or "remove" anything from the
existing integration.

2. If transitioning from the old integration to this new one, considerations need to
be given to customizations already done eg. mapping enhancements or using
different coalesce values, these will have to be re-implemented.

3. Both plugins could run at the same time, provided data is coalescing the same
way - until there is no need for the older plugin at which time it can be turned
off.

Supported Versions

The Altiris integration only supports Altiris version 6.5. The integration does not currently
Altiris version 7.0.

• Legacy Import set data for Altiris

This topic lists module names displayed by the Altiris import set data.

• Legacy: Web services import set tables for Altiris

This topic will list the modules that define the web service import set tables - the
schema for the import set tables that are receiving the JDBC import.

This topic lists module names displayed by the Altiris import set data.

The Altiris import set data section shows a list of Import sets tables used in containing
data retrieved from using JDBC to query the Altiris database. The module names (hence
the import set tables they point to) match Altiris's table names and structure that it is
loading from.

Module names

Note: Functionality described here requires the Integration - Altiris 2.0 plugin.

• Scheduled Cleanup

• Configure a schedule to cleanup/delete import set data that have already been
transformed

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• vComputer

• Inv_AeX_OS_Operating_System

• Inv_AeX_HW_CPU

• Inv_AeX_HW_Memory

• Inv_AeX_HW_Serial_Number

• Inv_AeX_HW_Logical_Disk

• Inv_AeX_OS_Add_Remove_Programs

• Inv_AeX_AC_TCPIP

When viewing each of these table lists, at the end of the list you have links to other
operational functions of the import set.

Altiris integration application

• Import Sets

• Transform Maps

• Transform History - Log of completed import operations (where an import set was
transformed into a table).

• Edit Web Service

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Related concepts

• Legacy: Altiris integration 2.0

Related reference

• Legacy: Web services import set tables for Altiris

This topic will list the modules that define the web service import set tables - the schema
for the import set tables that are receiving the JDBC import.

From each web service, you can add/remove fields as well as access the transform
maps to make modifications.
Note: Functionality described here requires the Integration - Altiris 2.0 plugin.
Import set tables

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Import set tables

Related concepts

• Legacy: Altiris integration 2.0

Related reference

• Legacy Import set data for Altiris

Supported integration interfaces

ServiceNow provides a number of interfaces to be able to directly integrate with the
platform. These interfaces are considered part of the platform and are provided at no
additional charge.

Supported Integration Interfaces

Interface

Email

JDBC

JSON

LDAP

SOAP

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Interface

REST API

SSO - SAML 2.0

Digest token authentication

ODBC

Data Export

CTI

Syslog probe

• Computer Telephony Integration

Computer Telephony Integration (CTI) is accomplished by the CTI client on the user
machine sending a URL to the instance.

• Integrating ServiceNow with your Intranet

You can add a ServiceNow login link to your intranet.

• JDBCProbe

A JDBC probe runs on the MID Server to query an external database via [JDBC] and
returns results to ServiceNowServiceNow.

• Build a search provider for your instance

ServiceNow Search Providers allow you search and our Forums from the IE and Firefox
search bar.

• Syslog probe

The ServiceNow Syslog probe uses the MID Server to deliver log messages from a
ServiceNow instance to another machine, such as a dedicated log server, using the
syslog protocol over an IP network.

Computer Telephony Integration

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Computer Telephony Integration (CTI) is accomplished by the CTI client on the user
machine sending a URL to the instance.

The URL must have the following components:

1. The base URL. For example: https://<instance name>.service-now.com/

cti.do? would get to the instance and ask for CTI processing.

2. Parameters identify what parts of the incident form to display.

• sysparm_caller_name=name where 'name' is the name for a user.

• sysparm_caller_phone=phone where 'phone' is the user's phone number. Either

a name or phone should be provided if you want to identify the user on the call.
Other parameters may be supplied to identify the user as discussed later.

• sysparm_task_id=taskID where 'taskID' identifies an existing issue that the caller is

calling about.

• sysparm_view=view where 'view' is the name of the view to be used to display

the data.

• sysparm_xxxx=value where 'xxxx' is the name of a field within the 'incident'

record that should be populated with the specified 'value'. For example
sysparm_priority=1 would result in the priority field set to value of 1 when the new
incident screen is shown.

• sysparm_cti_rule=name where 'name' is the name of a function to be invoked

for CTI processing rather than using the default script. The function must be
defined in a sys_script entry marked client callable. If the function needs to
insert, update, or delete any GlideRecord(s), it must call a separate non-client
callable function to perform the update(s).
Note: While the CTI Processing script has been changed to be client
callable, the code implementing the task view has been commented out.
You must implement a new non-client-callable function for the code that
performs the task.update().

Note: To make a script client-callable you must check the client-callable

checkbox on the form that displays when the sys_script entry is displayed.
The client-callable checkbox might not show by default. To show the client-
callable checkbox, you may need to modify the fields that show on the
form using the gear icon and slushbucket mechanism.

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Parameters on the URL are available to the business rule as global values. For
example:
var name = sysparm_caller_name;
The business rule you specify must return the URL for the pop-up screen, and set
the 'answer' global variable.

An example URL to bring up a screen shot for user Don Goodliffe would look like the
following. https://<instance name>.service-now.com/cti.do?
sysparm_caller_name=Don%20Goodliffe Multiple sysparm parameters can be used,
separated by ampersands (&).

CTI Processing script

When the sysparm_cti_rule parameter is not specified, the system uses the CTI Processing
script to provide the following functionality.

The CTI Processing script does the following:

1. Tries to identify the user by the sysparm_caller_name value if it was supplied.

2. If no user has been found, the script tries to identify the user by the
sysparm_caller_phone value if it was supplied.

3. If a user has been identified then one of the following is done

a. If the user has open incidents, the popup screen shows information about the
current caller and all the user's open incidents.

b. If the user does not have any open incidents, the popup screen shows a new
incident with information provided in the URL shown.

4. If a user was not identified and a taskID is given and the taskID exists, then nothing
happens. The code to handle this case is commented out. If you want the popup
screen to show the details for the task, you must modify the CTI Processing script to
put the functionality in a separate non-client-callable function.

Integrating ServiceNow with your Intranet

You can add a ServiceNow login link to your intranet.

To deliver ServiceNow content from a web page, see Service Portal.

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JDBCProbe
A JDBC probe runs on the MID Server to query an external database via [JDBC] and
returns results to ServiceNowServiceNow.

About this task

Probes interact with the MID Server via the ECC Queue, therefore the response of a
JDBC probe returns as an XML payload in an "input" ECC Queue record. By default,
each response payload will contain up to 200 returned rows, this value can be modified
by setting the probe parameter jdbcprobe_result_set_rows to the desired number.

Activating the Plugin

Contact ServiceNow Technical Support to activate the Integration - JDBC

(com.snc.integration.jdbc) plugin.

Procedure

1. Navigate to System Definition > Plugins.

2. Right-click the plugin name on the list and select Activate/Upgrade.

If the plugin depends on other plugins, these plugins and their activation status are
listed.

3. [Optional] Select the Load demo data check box.

Some plugins include demo data—sample records that are designed to illustrate
plugin features for common use cases. Loading demo data is a good policy when
first activating the plugin on a development or test instance. You can load demo
data after the plugin is activated by repeating this process and selecting the check
box.

4. Click Activate.

• Direct JDBC Probe

A direct JDBC probe specifies all the parameters necessary in the outbound ECC
Queue XML payload.

• JDBC Probes via Data Source

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JDBC probes are executed via a JDBC data source when an import is running against
the data source.

• Select * JDBC Probe short cut

Alternatively, you may specify a table_name parameter instead of a work element

and the following query could be executed.

• Parameters

The following parameters are available in a direct JDBC probe.

• Using the Work Element

The work element encodes SQL statements to be executed by the probe.

A direct JDBC probe specifies all the parameters necessary in the outbound ECC Queue
XML payload.

It is a standalone probe that is decoupled from a JDBC Data Source and does not insert
into an import set. The required field in the ECC Queue record for a direct JDBC probe is
Topic and it must equal JDBCProbe. The Source field is reserved for the sys_id of the
data source record in the case of a JDBC data source.
Note: If you have ServiceNow Discovery enabled on your platform, add the
skip_sensor parameter to the probe to avoid the discovery sensors from processing
the probe and resulting in a "No sensors defined" error.

XML Structure
A direct JDBC probe has the following XML payload structure
<parameters><parameter name = "skip_sensor" value = "true" /><paramete
r name = "parameter_name" value = "parameter_value" />
...
<parameter name = "work" ><select ... >
...
</select></parameter></parameters>

Related tasks

• JDBCProbe

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JDBC probes are executed via a JDBC data source when an import is running against
the data source.

A JDBC data source JDBC probe is described by the JDBCProbe Topic and the sys_id
of the data source in the Source field of the ECC Queue output record.

The data source record would look like this

JDBC Data Source

The following ECC Queue output probe will be created when you load from the data
source.

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JDBC Data Source Probe

Related tasks

• JDBCProbe

Alternatively, you may specify a table_name parameter instead of a work element and
the following query could be executed.

select * from <table_name>

For example, using the following XML payload
<?xml version= "1.0" encoding= "UTF-8" ?><parameters><parameter name
= "jdbc_driver" value = "com.microsoft.sqlserver.jdbc.SQLServerDriver
" /><parameter name = "connection_string" value = "jdbc:sqlserver://xx
x.service-now.com;databaseName=SMS_CRICKET;user=sms;password=sms" /><p
arameter name = "table_name" value = "System_DATA" /></parameters>

Counting Rows

To count the number of rows in a table, you can indicate a select count(*) type query
by including the count_rows parameter with a value of true.

For example
<?xml version= "1.0" encoding= "UTF-8" ?><parameters><parameter name
= "jdbc_driver" value = "com.microsoft.sqlserver.jdbc.SQLServerDriver
" /><parameter name = "connection_string" value = "jdbc:sqlserver://xx
x.service-now.com;databaseName=SMS;user=sms;password=sms" /><paramete

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r name = "count_rows" value = "true" /><parameter name = "table_name"

value = "System_DATA" /></parameters>
The resulting response XML payload
<parameters>
...
<result query = "SELECT count(*) as row_count FROM System_DATA" ><ro
w id = "1" ><row_count class = "java.lang.Integer" length = "11" type
= "4" >2312</row_count></row></result>
...
</parameters>

Related tasks

• JDBCProbe

The following parameters are available in a direct JDBC probe.

Parameter Description

Required. Java class name for the JDBC

driver to use, the currently supported
drivers are:

• Oracle: oracle.jdbc.OracleDriver
jdbc_driver
• Microsoft SQL Server:
com.microsoft.sqlserver.jdbc.SQLS
erverDriver

• MySQL: com.mysql.jdbc.Driver

Example
com.microsoft.sqlserver.jdbc.SQLServerDriver

Parameter Description

connection_string Required. JDBC connection string/URL for

defining the connection, usually contains
information about the database server

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Parameter Description
and name, the user ID and password for
conenctiong to the database. The syntax
is vendor specific, refer to the following
links for reference:

• Oracle:
[jdbc:oracle:thin:<username/
password>@<database>]

• Microsoft SQL Server:

[jdbc:sqlserver://
localhost;user=MyUserName;passwor
d=*****;]

• MySQL - [jdbc:mysql://localhost/
database?user=username
%26password=passwd]

Example
jdbc:sqlserver://xxx.service-now.com;
databaseName=SMS;
user=sms_user;
password=sms_password;

Parameter Description

Required if not using the table_name

parameter short cut.
work
Parent element of an XML fragment
describing the SQL command to execute.

Example
...
<parameter name= "work" ><select table = "System_DATA" where = "Inst
anceKey=692" ><MachineID /><SMSID0 /></select></parameter>
...

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Parameter Description

Optional during SELECT. Number of

seconds the JDBC driver will wait for a
query (SELECT) to complete. Zero
query_timeout
means no timeout. If timeout is exceeded,
the integration considers the JDBC result
inaccessible and places it in an error state.

Parameter Description

Optional (except required during

count_rows == true).

Alternate way of executing a select *

table_name
query; instead of using the work element.
Equivalent to executing select * from
<table_name>.

Parameter Description

Optional. Indicates whether a select

count(*) query should return the number
count_rows of rows (true/false). The result of the count
will be returned as a row_count element in
the result element.

Parameter Description

Optional. Type of query. Possible choices

are "All Rows from Table" or "Specific SQL".
query
If "Specific SQL", the sql_statement will be
required to specify the SQL statement.

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Parameter Description

Optional. Use a specific SQL query. The

presence of this element executes a
sql_statement
direct query specified in the value
attribute.
Example
...
select * from any_table where id = 123
...

Parameter Description

Optional. Determines if Discovery will

skip_sensor attempt to process the ECC input from the
JDBCProbe. Default = true
For example, to query a table using a direct JDBC probe, requires the following
parameters:

• JDBC driver class name

• JDBC connection string

• Database server

• Database name

• User name

• User password

• The table name

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Queue form

Related tasks

• JDBCProbe

The work element encodes SQL statements to be executed by the probe.

The following are the valid work child elements.

• select

• update

• insert

• delete

SELECT
Retrieve rows from the specified table in the database specified by the JDBC
connection string. The simplest select work just specifies the table name and will retrieve
all fields in a row, for example:
...
<parameter name= "work" ><select table = "System_DATA" /></parameter

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>
...
To specify a search criteria, specify the where attribute on the select element, for
example:
...
<parameter name= "work" ><select table = "System_DATA" where = "Inst
anceKey=692" /></parameter>
...
To specify the fields you want returned, embed the fields as child elements of the select
element, for example:
...
<parameter name= "work" ><select table = "System_DATA" where = "Inst
anceKey=692" ><MachineID /><SMSID0 /></select></parameter>
...
To use a direct SQL statement, specify it in the query parameter
...
<parameter name= "query" value= "Specific SQL" /><parameter name = "
sql_statement" value = "select * from any_table where value='test'" />
...

UPDATE
An update SQL can be executed by specifying the table, optional where clause and
required child elements for the fields and their values to update.
...
<parameter name= "work" ><update table = "alerts.status" where = "Serv
erName %= 'NCOMS' AND ServerSerial=3935" ><Agent>ServiceNow - INC10020
</Agent><URL>http://Macintosh-9.local:8080/glide/incident.do?sys_id=17
a31f380a0a0bae0048ca875c8891d0</URL><Severity quoted = "false" >3</Sev
erity><Acknowledged quoted = "false" >0</Acknowledged></update></param
eter>
...

INSERT
An insert SQL can be executed by specifying the table, and required child elements for
the fields and their values to insert.
...
<parameter name= "work" ><insert table = "alerts.status" ><Agent>Servi
ceNow - INC10020</Agent><URL>http://Macintosh-9.local:8080/glide/incid
ent.do?sys_id=17a31f380a0a0bae0048ca875c8891d0</URL><Severity quoted

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= "false" >3</Severity><Acknowledged quoted = "false" >0</Acknowledged

></insert></parameter>
...

DELETE
A delete SQL can be executed by specifying the table, and optional where clause.
...
<parameter name= "work" ><delete table = "alerts.status" where = "Serv
erName %= 'NCOMS' AND ServerSerial=3935" /></parameter>
...

Related tasks

• JDBCProbe

Build a search provider for your instance

ServiceNow Search Providers allow you search and our Forums from the IE and Firefox
search bar.

About this task

In Firefox 3.x you can also assign a keyword to each Search Provider and access them
from the address bar. For example, assign w to the wiki search provider and you can
search the wiki for Business Rules by typing: w business rules in the address bar.

Search Bar

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Procedure

1. Create an opensearch description document. You can review the OpenSearch

standards for details on additional attributes of this document such as including an
icon.
<?xml version="1.0" encoding="UTF-8"?>
<OpenSearchDescription xmlns="http://a9.com/-/spec/opensearch/1.1/"
>
<ShortName>Demo Search</ShortName>
<Description>Demo Search provider</Description>
<InputEncoding>UTF-8</InputEncoding>
<Url type="text/html" template="https://www.service-now.com
/demo/nav_to.do?
uri=incident_list.do?sysparm_query=active%3Dtrue^123TEXTQUE
RY321%3D{searchTerms}"/>
</OpenSearchDescription>

2. Save the file to a web server with xml extension. The method used to install doesn't
allow local file calls.

3. Create a simple html page to install the provider.

<a href="javascript:window.external.AddSearchProvider('http://yourS
erver/yourFile.xml');
" title="MySearch" name="ServiceNow Custom Search">Add ServiceNow C
ustom Search Provider</a>

You could try running the JavaScript command from the browser location box
instead of using the html file. This works with FF not IE.

Syslog probe
The ServiceNow Syslog probe uses the MID Server to deliver log messages from a
ServiceNow instance to another machine, such as a dedicated log server, using the
syslog protocol over an IP network.

How the Syslog probe works

The syslog probe is launched by a ServiceNow Script Include (called Syslog) that can be
invoked from a business rule, event, or Orchestration activity and is launched by a MID
Server. A syslog server or any server that can receive messages using the syslog protocol
must be installed on the recipient (target) machine. Typically, a dedicated log server in

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the network is configured to receive all internal syslog messages. Some products that
accept syslog messages are:

• ArcSight

• Splunk

• LogLogic

• syslog-ng

Example

The Acme Corporation wants to send a log message from their ServiceNow instance to
an ArcSight syslog server inside their corporate firewall each time a user login fails. The
system administrator uses the login.failed event to trigger a business rule that invokes the
Syslog Script Include each time a login fails. Acme's MID Server checks the ECC Queue
for work and picks up the syslog probe, which contains the log entry. The MID Server
then sends the log message to the ArcSight server, which gathers log messages from all
the machine in the internal network.

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Syslog probe diagram

Code sample

The following code sample, included in an event or a business rule, directly calls the
Syslog Script Include and sends a syslog message to a designated syslog server:

var sl = new Syslog('FQDN of your syslog server', 'mid.server.Eclipse'

, 16);
sl.log('This is a sample log message', 6);

This code does the following:

• Sends the log message to facility 16

• Sets the priority to 6 (informational)

• Sends the message to your syslog server

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• Launches the probe via the MID Server named "Eclipse"

Domain separation in third-party application and data

source integration
This is an overview of domain separation and integration of third-party applications and
data sources. Domain separation enables you to separate data, processes, and
administrative tasks into logical groupings called domains. You can then control several
aspects of this separation, including which users can see and access data.

Support level: Basic-Standard

Support level: Basic

• Business logic: Ensure that data goes into the proper domain for the application’s
service provider use cases.

• The application supports domain separation at run time. This includes domain
separation from the user interface, cache keys, reporting, rollups, and aggregations.

• The owner of the instance must set up the application to function across multiple
tenants.

Use case: When a service provider (SP) uses chat to respond to a tenant-customer’s
message, the client must be able to see the SP's response.

Support level: Standard

• Includes Basic level support.

• Business logic: Processes can be created or modified per customer by the service
provider (SP). The use cases reflect proper use of the application by multiple SP
customers in a single instance.

• The owner of the instance needs to be able to configure the minimum viable product
(MVP) business logic and data parameters per tenant as expected for the specific
application.

Use case: An admin needs to be able to make comments mandatory when a record
closes for one tenant, but not for another.

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Related topics

• Domain separation

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