S7 - Add your ServiceNow Instance as a Destination for CI Sync

Extended Page Title

Step 7 - Add your ServiceNow Instance as a Destination Connection for CI Sync via the CI Sync Web UI

Task List

Task 1: Add a ServiceNow Destination Connection in CI Sync

1. Login to your CI Sync SaaS application user interface using your company specific URL and with your user account in the same AAD tenancy that the CI Sync SaaS application was registered in.  The URL will be in the format of: https://YourCo.syncfish.app

2. Go to the Settings page and under the ServiceNow Connections heading, click the  [+ Add] button

3. Update the fields as follows:

   1. Enter a friendly name into the Connection name field.

   2. Leave the default Read Batch size of 1000

   3. Leave the default Write Batch size of 200

   4. Select the relevant value for the Environment related to this connection.  The options are:

      1. Test

      2. Production

4. Continue to update the fields as follows:

   1. Enter the Instance URL for the ServiceNow instance. e.g. https://yourinstance.service-now.com

5. Select the Authentication type as one of the following

   1. Basic

   2. OAuth

Click to expand the instructions for Basic Authentication

• Enter username, password

Gudiance Note

This relates to the ServiceNow user (and Basic Auth details) setup during Task 3: Create a User Account (to be used by your CI Sync SaaS instance) within S6 - Configure your ServiceNow for CI Sync.

• Tick the “I consent…” checkbox

• Click “Create connection”

Click to expand the instructions for OAuth Authentication

• Enter username, password, client id and client secret

Gudiance Note

This relates to the ServiceNow user (and OAuth details) setup during Task 5: (Optional) Configure OAuth Authencitation on the CI Sync User Account withinS6 - Configure your ServiceNow for CI Sync.

• Tick the “I consent…” checkbox

• Click “Create connection”

6. Go back to the Settings page

7. Confirm you have a green light against your newly created ServiceNow connection (for destination system access).

8. Also confirm you have a green light against the CI Sync Agent (for source system/s access).

9. If you don’t see green against your ServiceNow connection, then

   1. Recheck the connection settings for ServiceNow in the CI Sync UI.

   2. Recheck the authentication details are correct on the ServiceNow end.

10. If you don’t see green against your CI Sync Agent, then

    1. Verify the VM which hosts the CI Sync Agent is up and running.

    2. Verify the CI Sync Agent itself (i.e. the windows service) is running.

    3. Verify the VM which hosts CI Sync Agent has https access to the CI Sync Extractor API of your company specific instance of the CI Sync SaaS application.  This can be done by RDP’ing to the VM, opening a browser and accessing the CI Sync Extractor API URL.

    4. Also verify the VM does not have any proxy policies or local firewall applications blocking access to the CI Sync Extractor API URL.

11. After you have green lights on the source and destination connections:

    1. Click on the Health Check heading and ensure you have green lights/ticks against the various sections on the page.

    2. If any of the indicators are not green, please contact the Syncfish Support team.

Task 7b: Execute a Reference Data Read Test

1. Login to your CI Sync SaaS application user interface, then:

   1. Go to the Settings page

   2. Locate the specific ServiceNow connection under the Destination Connections heading

   3. Click the Test Access link.

2. Do the following on the Access and Permissions Test Access page

   1. Select a source system from the dropdown list

   2. Click the Run button. This will execute a reference data (or what CI Sync calls a “SearchKey Config”) read test.

3. If you have red lights:

   1. There is likely to be a permission issue with the ServiceNow user account being used by CI Sync (i.e. the account is unable to read the various CMDB CI tables). In this case:

      1. Recheck the roles/permissions assigned to the user account within ServiceNow.

      2. Check for custom ACLs related to the ServiceNow tables in scope for CI Sync.

      3. If you can’t resolve the issue, then contact Syncfish Support. 

   2. You can still proceed to the subsequent Mock Sync Insert, Update, Delete Tests to develop a complete picture of access/permissions issues needing resolution.

4. If you have all green lights, then the ServiceNow user account (i.e. the account configured in the CI Sync SaaS application) has sufficient permissions to read the various tables in scope for CI Sync.

Task 7c: Execute Mock Sync Insert, Update, Delete Test

1. Remain on the Access and Permissions Test page described above in Task 7b.

2. On the right hand side of the page (under the info note titled “Sync Config Test”), click the “Confirm & Run” button. 

3. The test will execute and a results screen similar to one below will be returned (i.e. the right hand side of the screen will show the results under the “Sync Config” heading).

4. If you have red lights:

   1. There is likely to be a permission issue with the ServiceNow user account being used by CI Sync (i.e. the account is unable to read the various CMDB CI tables). In this case:

      1. Recheck the roles/permissions assigned to the user account within ServiceNow.

      2. Check for custom ACLs related to the ServiceNow tables in scope for CI Sync.

      3. If you can’t resolve the issue, then contact Syncfish Support. 

   2. Also, it’s best not to proceed with an initial synchronization of assets into your ServiceNow CMDB until the failed tests are resolved (see also Information Note below for exceptions).

5. If you have all green lights, you are ready to go with an initial synchronization of Lansweeper assets into your ServiceNow CMDB.  In this case you can proceed to S8 - Run a small first Sync (then run more).