ServiceNow
Last updated
Last updated
ServiceNow's API-driven architecture enables us to perform various actions on ServiceNow using REST APIs. So, using Spinnaker's custom stage, tickets can be validated or updated and proceed with future actions in the pipeline.
Add ServiceNow as an Integration to the ISD system: Refer to this page to know how to add an Integration.
Configure visibility for ServiceNow integrator: Refer to this page to know how to configure the visibility ServiceNow integrator.
Sync CD accounts: Click the "Sync CD accounts" button to sync all the integrations with the Spinnaker. Refer to this page to know how to sync CD accounts.
After completing the above three steps, users can add ServiceNow’s custom stages into your pipeline.
ServiceNow Custom Stage consists of the following four Stages:
Refer to the below sections to configure each stage into your pipeline.
To add “ServiceNow: Create a change request-OpsMx” stage to your pipeline follow the steps below:
Go to your application and click “Pipeline builder” and click “Add Stage” and then select “ServiceNow: Create a change request-OpsMx” stage from the drop-down menu as shown below.
2. Now the configuration screen appears to provide the required parameters.
Enter the following parameters on the above configuration screen:
Fail Fast HTTP Statuses: Comma-separated HTTP status codes (4xx or 5xx) that will cause this webhook stage to fail without retrying.
Backout Plan: Backout plan implemented prior to any software or system upgrade, installation, integration or transformation to ensure automated system business operations.
Change Plan: A change management plan is a process a business follows to implement changes across the organization. Change management plans are typically used for significant or complex organizational changes that require a more strategic approach because of their impact on someone's job.
Delivery Plan: Steps to be done to complete the request can be defined as a Delivery Plan.
Description: Detailed description of the change.
Impact: Impact is a measure of the effect of an incident, problem, or change on business processes.
Implementation Plan: Name of the plan that is to be implemented.
Priority: Priority is based on impact and urgency, and it identifies how quickly the service desk should address the task.
Short Description: Summary of the change.
Type: Type of change request. This field is read-only.
Wait for completion: Wait for the return response with the success or failure of the API call.
Change the state of an issue to higher or lower state by providing the id and state. To add “ServiceNow: Change request status-OpsMx” stage to your pipeline follow the steps below:
Go to your application and click “Pipeline builder” and click “Add Stage” and then select “ServiceNow: Change request status-OpsMx” stage from the drop-down menu as shown below.
2. Now the configuration screen appears to provide the required parameters.
Enter the following parameters on the above configuration screen:
Fail Fast HTTP Statuses: Comma-separated HTTP status codes (4xx or 5xx) that will cause this webhook stage to fail without retrying.
Assignment Group: Group that works on the change request. It populates the Assignment group field based on the support group available for the CI or the service offering consecutively.
State: State of the change request. The default state is New.
Sys_ID: Sys id of the request. You can get it from the URL of the request. Example-7067852307303010268affa08c1ed0a6
Wait for completion: Wait for the return response with the success or failure of the API call.
Work notes are an important part of the state flow process and these are used to communicate information about state transitions. To add “ServiceNow: Add a work note to the change request-OpsMx” stage to your pipeline follow the steps below:
Go to your application and click “Pipeline builder” and click “Add Stage” and then select “ServiceNow: Add a work note to the change request-OpsMx” stage from the drop-down menu as shown below.
2. Now the configuration screen appears to provide the required parameters.
Enter the following parameters on the above configuration screen:
Fail Fast HTTP Statuses: Comma-separated HTTP status codes (4xx or 5xx) that will cause this webhook stage to fail without retrying.
Sys_ID: Sys id of the request. Can get it from the URL of the request. Eg-7067852307303010268affa08c1ed0a6
Work Notes: The state flow adds these work notes to the Work notes field of any task making this transition.
Wait for completion: Wait for the return response with the success or failure of the API call.
Stage that waits for a specific state on a request. Provide the id and specify the retry state until the desired state is occupied. Below is a use case that indicates, that the state will be polling until the state is changed to the desired state.
To add “ServiceNow: Wait for state-OpsMx” stage to your pipeline follow the steps below:
Go to your application and click “Pipeline builder” and click “Add Stage” and then select “ServiceNow: Wait for state-OpsMx” stage from the drop-down menu as shown below.
2. Now the configuration screen appears to provide the required parameters.
Enter the following parameters on the above configuration screen:
Fail Fast HTTP Statuses: Comma-separated HTTP status codes (4xx or 5xx) that will cause this webhook stage to fail without retrying.
ServiceNow Canceled States: Service Now issue states that cancel the pipeline. For example, Closed, etc.
ServiceNow Retry States: Service Now issue states that retry the stage. For example, New etc. Can give multiple states by a comma separated.
ServiceNow Success States: ServiceNow issues States that progress the pipeline. For example, “In Verification”, etc. Sys id: Sys id of the request. You can get it from the URL of the request. Example-7067852307303010268affa08c1ed0a6.
ServiceNow Termination States: ServiceNow issue states that terminates the pipeline, For Example, Done, etc.
Delay before monitoring: Optional delay(in seconds) to wait before starting to poll the endpoint for monitoring status.
Retry HTTP Statuses: Normally, webhook stages only retry on 429 and 5xx status codes. You can specify additional status codes here that will cause the monitor to retry (for example, 404, 418).
