@itentialopensource/servicenow-create-ritm

ServiceNow Order Service Catalog Item (Create RITM)

Table of Contents

• ServiceNow Order Service Catalog Item (Create RITM)
  • Table of Contents
  • Overview
    • Operations Manager and JSON-Form
    • Main Workflow
    • Error Handling
  • Installation Prerequisites
  • Requirements
  • Features
  • Future Enhancements
  • How to Install
  • How to Run
  • Additional Information

Overview

This Pre-built integrates with the ServiceNow Open Source Adapter to create a Request and a Request Item (RITM) using the Service Catalog API.

Operations Manager and JSON-Form

This Pre-Built has the Operations Manager Automation ServiceNow Create RITM (Service Catalog Order) that calls the workflow ServiceNow Create RITM (Service Catalog Order) - Automation Catalog. The Automation uses a JSON-Form to specify the sys_id of the Operations Manager item, as well as any variables needed to create the RITM. The workflow the Automation Item calls queries data from the formData job variable.

Main Workflow

The main workflow in this pre-built is the workflow ServiceNow Create RITM (Service Catalog Order, which takes in several input variables required to create a change.

Estimated Run Time: 30 seconds

Error Handling

If any task in the workflow fails to perform its expected function, the taskError job variable will hold the error message. If you are using any workflow in this pre-built as a childJob, you can use the eval task in Workflow Engine to check if the value of taskError is empty. If it is not empty, then the ServiceNow change that was created encountered an error.

Installation Prerequisites

Users must satisfy the following pre-requisites:

• Itential Automation Platform
  • ^2021.2
• ServiceNow Open Source Adapter
  • ^2.2.0

Requirements

This pre-built requires the following:

• A ServiceNow Open Source Adapter.
• A ServiceNow account that has access to order a Service Catalog Item.
• A ServiceNow account that has read access from the sc_request and sc_req_item tables.

Features

The main benefits and features of the pre-built are outlined below.

• Place a Service Catalog order to create a Request and a Request Item (RITM).
• Query the RITM Number after an order is placed and a Request is created.
• A workflow to retrieve variables from a Service Catalog Item.

Future Enhancements

The following is planned for a future release of this pre-built:

• Dynamically create a form using the variables from a Service Catalog Item.

How to Install

To install the pre-built:

• Verify you are running a supported version of the Itential Automation Platform (IAP) as listed above in the Requirements section in order to install the pre-built. If you do not currently have Admin Essentials installed on your server, please download the installer from your Nexus repository. Refer to the install instructions included in the Admin Essentials README.
• The pre-built can be installed from within Admin Essentials. Simply search for the name of your desired pre-built and click the install button.

How to Run

Use the following to run the pre-built:

• You must first retrieve the name of the variables required to create the Request. Go to ServiceNow and locate the name of the Request Item you wish to order.

• Run the workflow ServiceNow Display RITM variables and input the RITM name.

• Run the workflow ServiceNow Create RITM (Service Catalog Order) with the name of your variables and SYSID.

Example

  {
   "sysIdOfServiceCatalogItem": "186d917a6fab7980575967ddbb3ee4f2",
   "ritmVariables": {"new_email": "[e-mail]"}
  }

Additional Information

Please use your Itential Customer Success account if you need support when using this pre-built.