ServiceNow Management

The current version is 1.3 which make use of version 3.0.0 of the XML update set for ServiceNow.

Features introduced in this release:

The ServiceNow integration has been validated with ServiceNow Vancouver, Utah, Tokyo and San Diego.

Before you set up your ServiceNow integration:

You will also need to decide on processing options which relate to how ServiceNow sends incident updates back to Moogsoft Onprem and if Maintenance Windows will be automatically created (and deleted on ServiceNow Change completion) for the CI related to ServiceNow Change.

(Optional) After configuring the integration, navigate to the Moogsoft Onprem Properties in ServiceNow by using the filter navigator. Check that the properties reflect the values you set.

If you do not use moogint as the Moogsoft Onprem ServiceNow User, you must manually edit the Moogsoft Onprem Properties value for this field to reflect your chosen user. We do not update this value as it is considered a potential security risk.

To configure the ServiceNow integration, you need to provide a unique instance name. You can use the default name or customize the name according to your needs.

Additionally, provide connection data for your ServiceNow system.

If your Moogsoft Onprem is installed on-premise and does not have a direct connection to ServiceNow, you will need to configure the proxy settings in the integration by selecting the ENABLE PROXY check button.

You can only create one ServiceNow integration.

On-premise installations require a ServiceNow MID server to be set up on your Moogsoft Onprem machine, or on a Linux machine that is accessible from Moogsoft Onprem. Installing the MID server achieves a bidirectional integration wherein the MID server receives updates from ServiceNow and forwards them to Moogsoft Onprem using the Graze API.

Note that in order to set up a MID Server you require a ServiceNow account with MID-server role permissions. For more help, see the ServiceNow documentation.

Installing a MID Server (Linux)

1. Within ServiceNow, under Mid Servers > Downloads, find the suitable package for your environment.

2. Transfer the MID server Linux package to the server you want to install the MID server on.  Make sure that this system has access to both the Moogsoft Onprem Instance and ServiceNow Instance. (This documentation is for RPM package install suitable for CentOS 7).

3. Install the MID Server rpm using the following command:

   rpm -ivh --nodeps <filename> --prefix=/usr/local/servicenow/moog_mid_server

4. Run the Installer (this command will appear in the output of the previous command should you have an issue). You will need a non-root user for the MID Server to run as for this script.

   /usr/local/servicenow/moog_mid_server/agent/installer.sh

5. Answer the questions that follow using the example values below as a guideline:

   Question	Suggested Answer
   Enter the ServiceNow Instance URL [https://YOUR_INSTANCE.service-now.com/] :	https://dev12345.service-now.com/
   Do you want to use proxy? [Enter Y or N] :	N
   Do you want to use Mutual Authentication? [Enter Y or N]	N
   Enter the username for mid user :	<username for ServiceNow instance>
   Enter the password for mid user :	<password for above user>
   Enter the Mid Server Name [My_Linux_Mid_Server] :	MID Server
   Enter the unique name for the service to be created [mid] :	mid Note: This value should be unique in this ServiceNow instance. This will also be the name of the Linux Service created.
   Enter the Non-Root User Name to run this service :	<user on local Linux Server>

6. Check to make sure that the service is running. Make sure to use the service name you specified above:

   # systemctl status mid
   ● mid.service - ServiceNow_MID_Server
      Loaded: loaded (/etc/systemd/system/mid.service; enabled; vendor preset: disabled)
      Active: active (running) since Thu 2022-05-26 11:49:26 EDT; 18min ago
     Process: 4143 ExecStart=/usr/local/servicenow/moog_mid_server/agent/bin/mid.sh start sysd (code=exited, status=0/SUCCESS)
    Main PID: 4232 (wrapper-linux-x)
   

Caution

<MOOGSERVERNAME> needs to be the hostname of the Moogsoft Onprem instance. This needs to match the name used when logging into the server. IP addresses or alternative alias names will not work. It must also match the Moogsoft Onprem instance in the Moogsoft Onprem integration for ServiceNow:

Install the Moogsoft Onprem Certificate on the MID Server (Linux)

If your Moogsoft Onprem instance has a self signed certificate (likely for dev/test), you will need to import it into the MID Server’s Java Certificate keystore.

To do this, get a copy of the certificate using openssl. Replace <MOOGSERVERNAME> with your Moogsoft Onprem instance’s hostname:

openssl s_client -showcerts -connect <MOOGSERVERNAME>:443 </dev/null 2>/dev/null|openssl x509 -outform PEM >mycertfile.pem

If you do not have openssl installed, you can also get the certificate via your browser:

1. Open https://<MOOGSERVERNAME> and save the self-signed certificate to a file.

2. Install the certificate:

   /usr/local/servicenow/moog_mid_server/agent/jre/bin/keytool -import -alias <MOOGSERVERNAME> -file mycertfile.pem -keystore /usr/local/servicenow/moog_mid_server/agent/jre/lib/security/cacerts

   Default keystore password is: changeit

3. Answer "Yes" to Trust this certificate.

4. Check to make sure that the certificate matches the hostname you want to connect to:

   curl https://<MOOGSERVERNAME> --cacert mycertfile.pem

   This should return some HTML. If you get curl: (60) Issuer certificate is invalid, it means that the hostname used is not the same one as that of the certificate. The previous command in Step 2 will list the hostname that the certificate is for.

Installing a MID Server (Windows)

Note

Requires a Server version of Windows. MID server cannot be installed on desktop versions of Windows (Windows 10 and Windows 11).

1. Within ServiceNow, under Mid Servers > Downloads, find the suitable package for your environment.

2. Download the 64-bit MID server Windows package to your Moogsoft Onprem machine or to a machine accessible from Moogsoft Onprem.

3. Run the Installer as Administrator. If you are having issues, try the following command: msiexec /i <msi_package_name>

   1. Specify your ServiceNow instance, username, password and other connection information. Test the connection.

   2. Enter a MID Server Name (unique to the ServiceNow Instance), Windows account, and password for local service. Test MID Server settings (or click on the + to create one).

   3. Set the Installation Directory. Entering C:\ will result in the MID Server being installed to C:\ServiceNow MID Server SNOWMID2

   4. Select Start MID Server after installation.

Install the Moogsoft Onprem Certificate on the MID Server (Windows)

Caution

<MOOGSERVERNAME> needs to be the hostname of the Moogsoft Onprem instance. This needs to match the name used when logging into the server. IP addresses or alternative alias names will not work. It must also match the Moogsoft Onprem instance in the Moogsoft Onprem integration for ServiceNow:

If your Moogsoft Onprem instance has a self signed certificate (likely for dev/test), you will need to import it into the MID Server’s Java Certificate keystore.

1. Open https://<MOOGSERVERNAME> and save the self-signed certificate to a file.

2. Install the certificate (assuming C:\ installation folder):

   "C:\ServiceNow MID Server SNOWMID2\agent\jre\bin\keytool.exe" -import -alias <MOOGSERVERNAME> -file mycertfile.pem -keystore "C:\MID Server\ServiceNow MID Server SNOWMID2\agent\jre\lib\security\cacerts"

   Default keystore password is: changeit

3. Answer "Yes" to Trust this certificate.

Configure the integrations user and XML update set for ServiceNow:

Upgrading a previous Cloud update set

When upgrading from the version of the Moogsoft Cloud update set, an additional post installation step is required.

The Incident field used to hold the Moogsoft Cloud incident ID has been changed. To migrate any existing ServiceNow Incidents to use the new field, a Fix Script has been supplied which should be run following the installation of 3.0.0. This is visible in the Moogsoft application menu:

Open an run the Migrate Cloud Incident IDs Fix Script.

Configuration should then be performed via the “Moogsoft Onprem Properties” menu.

The existing property ALLOW ALERT FORWARDING FOR IN MAINTENANCE CIS controls whether any ServiceNow maintenance windows will allow situation membership for alerts under maintenance. This is a global setting and will apply to all Change Requests.

From version 2.3.5 of the update set, a new property called ALLOW OVERRIDE OF ALERT FORWARDING IN CHANGE REQUESTS allows the global setting to be overridden in individual change requests.

If the ALLOW OVERRIDE OF ALERT FORWARDING IN CHANGE REQUESTS option is enabled, all ServiceNow Change Requests will display a Moogsoft tab that includes a check box called “Maintenance Forward Alerts”. By default, this will reflect the global setting but can be changed if required:

If the Maintenance Forward Alerts check box is modified, a Forwarding Overridden flag is set to indicate that the local value will be used when creating Maintenance Windows for that Change Request.