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Install and Configure ServiceNow and CloudCenter Integration v1.4


Availability

Integration–CloudCenter, Release 1.4 is supported for the following ServiceNow releases:

  • ServiceNow, Istanbul

  • ServiceNow, Helsinki

Integration–CloudCenter, Release 1.4 is supported for the following CloudCenter releases:

  • CloudCenter 4.8
  • CloudCenter 4.7

  • CloudCenter 4.6

CloudCenter Pre-Requisites

  1. Enable Governance mode.
  2. Share the following resources with All users in my Tenant (in the Share popup for each resource):
    1. System Tags
    2. Deployment Environments
    3. Application Profiles

Configure Cisco CloudCenter

To configure the CloudCenter for the ServiceNow Integration, you must follow a multi-step process.

1. Create Custom Action

You  must create a custom action to publish application profiles from Cisco CloudCenter to ServiceNow.
To create a custom action, perform the following procedure in Cisco CloudCenter.

  1. Log into Cisco CloudCenter using administrative privileges.
  2. Select Policies from the left navigation.
  3. Select the Custom Actions tab.
  4. Click Add Custom Action and define the fields as follows:

    Field

    Value

    Name

    Publish to ServiceNow

    DescriptionLeave this field blank

    Visible to User

    Enabled

    Object

    Application

    Action Type

    Invoke a web service

    Protocol

    HTTPS

    Web Service URL

    <yourServiceNowInstance.com>/api/now/table/x_cqt_cliqr_publish_app_trigger

    Username

    rest.admin (this user will be created in ServiceNow at a later point)

    Password

    Enter the password for the rest.admin user.

    Http Request Type

    POST

    Content Type

    JSON

    Command ParamLeave this field blank

    Body

    {
        "app_id": "%appId%",
        "app_name": "%appName%",
        "latest_app_version": "%latestAppVersion%",
        "owner_id": "%ownerId%",
        "owner": "%owner%"
    }

2. Create Policies

You must create 3 action policies to propagate the status of the application deployments back to ServiceNow. For each policy, use the common settings and individual policy settings listed below. Repeat these steps 3 times in order to create 3 individual policies.

To create each new policy, perform the following steps in Cisco CloudCenter.

  1. Select Policies from the left navigation.
  2. Select the Policies tab.
  3. Click on Add Action Policy and define the fields as follows:

    Common Settings

    Field

    Value

    Name

    See the Individual Policy Settings section below.

    DescriptionLeave this field blank

    Execute For

    Application Deployment

    On Event

    See the Individual Policy Settings section below.

    Action Type

    Invoke a web service

    Protocol

    HTTPS

    Web Service URL

    <yourServiceNowInstance.com>/api/now/table/x_cqt_cliqr_job_status_trigger

    Username

    rest.admin (this user will be created in ServiceNow at a later point)

    Password

    Enter the password for the rest.admin user.

    Http Request Type

    POST

    Content Type

    JSON

    Command ParamLeave this field blank

    Body

    See the Individual Policy Settings section below.

    Auto Enabled for shared users

    Enabled

    Restrict users from disabling this Policy

    Enabled


    Individual Policy Settings

    Policy

    On Event

    Body

    1. SNOW_job_status_changed

    Status Changed

    {
        "job_id": "%jobId%",
        "job_name": "%jobName%",
        "job_type": "%jobType%",
        "app_name": "%appName%",
        "owner": "%owner%",
        "status": "%status%",
        "changed_on": "%ChangedOn%",
        "new_status": "%NewStatus%"
    }

    2. SNOW_job_deployed

    Deployed

    {
        "job_id": "%jobId%",
        "job_name": "%jobName%",
        "job_type": "%jobType%",
        "app_name": "%appName%",
        "owner": "%owner%",
        "status": "%status%",
        "deployed_on": "%DeployedOn%"
    }

    3. SNOW_job_canceled

    Canceled

    {
        "job_id": "%jobId%",
        "job_name": "%jobName%",
        "job_type": "%jobType%",
        "app_name": "%appName%",
        "owner": "%owner%",
        "status": "%status%",
        "cancelled_on": "%CancelledOn%"
    }

     

  4. Repeat this procedure for all three policies and share the three policies with All users in my Tenant.

Configure ServiceNow

To configure the CloudCenter-ServiceNow Integration application, you must follow a multi-step process.

1. Download and Install the CloudCenter-ServiceNow Integration Application

To download and install the CloudCenter-ServiceNow Integration application, follow this procedure.

  1. Submit a request to download the CloudCenter-ServiceNow Integration application.

    1. Go to the https://store.servicenow.com website.
    2. Search for Integration - CloudCenter.
    3. Select the Integration - CloudCenter application from the catalog.
    4. Select Contact Seller to obtain approval to download the application.
    5. Once Cisco approves the application download, the ServiceNow admin receives an email confirmation. In the email confirmation, click the link to Get the application.
  2. Install the CloudCenter application in ServiceNow:
    1. Once the application is approved, use the left filter option, to navigate to System Applications > Applications > Downloads > Integration - CloudCenter.
    2. Click All versions.
    3. Select and install the appropriate version.

2. Configure the CloudCenter-ServiceNow Integration Application

To configure the CloudCenter-ServiceNow Integration application, follow this procedure.

  1. Enable the Procurement plugin.

    1. Using the filter and navigate to Plugins.
    2. Search for Procurement within the Plugins module.
    3. Locate and activate Procurement- com.snc.procurement.
    4. Once completed, click on Close and Reload Form.
  2. Install the certificate:

    If a self-signed certificate is used in Cisco CloudCenter, the certificate must be added in ServiceNow to enable communication.

    1. Using the filter and navigate to System Definition > Certificates.
    2. Add a new X.509 certificate using the Trust Store Cert type.
  3. Setup the connection with Cisco CloudCenter:

    This step assumes that you have a CloudCenter Manager (CCM) that can communicate with the ServiceNow environment over the network.

    1. Verify that the logged in ServiceNow user is part of either the u_cliqr_admin or x_cqt_cliqr.global_tenant_admin group.
    2. Using the filter and navigate to Cloud Marketplace Configuration.
    3. Complete the following required fields under the General Settings section in order to establish a connection with Cisco CloudCenter. See screenshot below for reference.

      General Settings

      Additional information

      CCM URL

      Enter the URL of Cisco CloudCenter using the format https://<ciscoCloudCenterURL>.com.

      Username

      Enter the default username cliqradmin or another administrator account from Cisco CloudCenter.

      API Key

      Enter the API key of the administrator account used above. To obtain the API key, login to Cisco CloudCenter. Then navigate to Admin > Users and click on Manage API Key for the account being used.

    4. Once you complete the General Settings section, click Submit. The Cloud Marketplace configuration page will reload and a new section called Cloud and Instance Mapping becomes accessible. Stay on the same page and follow the steps in the next section.

      This step is important – If the Cloud and Instance Mapping section is not visible, ServiceNow cannot communicate with Cisco CloudCenter.

  4. Setup Clouds and Instance Mapping.
    1. Complete the following required fields under the Cloud and Instance Mapping section. See screenshot below for reference.

      Cloud and Instance Mapping

      Additional information

      Cloud Family

      Use the dropdown to select a Cloud. You can only select clouds that are enabled in Cisco CloudCenter are selectable.

      Region

      Use the dropdown to select the Region that is enabled in Cisco CloudCenter.

      Instance Mapping

      The order form in the integration application uses a simplified approach for users to select an instance size. Use this dropdown to associate an appropriate instance type value for sizes Small, Medium, Large, and Extra Large. You can configure additional clouds by clicking the plus (plus) icon.

    2. After the Cloud and Instance Mapping section is completed, click the Submit button to save your settings.

  5. Verify Connectivity.
    1. Using the filter to navigate to the Integration: CloudCenter > Test CliQr Connection.
    2. Click Test CliQr Connectivity.
    3. All 3 tests should be successful – as displayed in the following image. If not successful, confirm the connection details of configure the MID Server for this application. See the Optional Configuration section for additional details.
  6. Create the Integration User – In ServiceNow, create a new user as follows:

    Field

    Value

    User ID

    rest.admin

    First Name

    Rest

    Last Name

    Admin

    Email

    Not required

    Password

    <enter a secure password>

    Web service access only

    Enabled

    Internal integration user

    Enabled

    Roles

    Add the following roles:

    • u_cliqr_admin
    • rest_service
  7. Verify your integration by following the items listed in the post configuration checklist. When you upgrade or install the application, the following group/role is automatically loaded:

    Group Name

    Roles

    Additional information

    CliQr

    Not applicable

    Users within this group are associated with the default (first) CloudCenter Activation Profile when their user account is first created within CloudCenter.

    If you use a single Activation Profile, all Cloud Marketplace users must be in this group and you cannot change the group name.

    If CloudCenter is configured with a single Activation Profile (Default) and Multi-Tenancy is not enabled (default) then no further configuration is necessary.

    1. Configure the following groups (recommended to ensure that users have an appropriate role).

      Group Name

      Roles

      Additional information

      Cloud Marketplace Consumersu_cliqr_requester

      Users in this group are provided access to the Cloud Marketplace. Any user added to this group will have a corresponding user account and API key auto-created in CloudCenter and stored in ServiceNow.

      Cloud Marketplace Approversx_cqt_cliqr.approverUsers in this group can additionally see the Approvals tab on the dashboard within the Cloud Marketplace.
      Cloud Marketplace Adminsu_cliqr_adminUsers in this group can perform Cloud Marketplace configuration tasks.
    2. Confirm that the following Group Properties exist under Integration - CloudCenter > Group Properties.

      Group

      Roles

      Additional information

      CliQr - <AP_NAME>

      Not applicable

      Create additional groups if necessary for certain users to be associated with a different Activation Profile or if Multi-Tenancy is enabled for this application.

      For each additional Activation Profile (or Tenant) create an associated group as per the naming convention on the left. Each CloudCenter Activation Profile also requires an associated group mapping to be added in ServiceNow.

      1. Retrieve the activation Profile ID (profile_id) from the CloudCenter CloudCenter platform by using using the View Activation Profiles API.
      2. Navigate to the Group Properties table and add a record with the details below:
        1. Group: CliQr - <App Profile NAME>
        2. Name: activation_profile
        3. Value:  <Profile ID> (retrieved from the View Activation Profiles API.)
      Cloud Marketplace Global Tenant Admins
      • u_cliqr_admin
      • x_cqt_cliqr.global_tenant_admin

      Create this group only if Multi-Tenancy is enabled.

      Users within this group can synchronize and configure sub-tenants within ServiceNow as well as amend the Tenant ID of a ServiceNow user.
  8. While using a procurement module is optional, this option becomes a requirement when using an active Purchase Order (PO).

    1. A sample PO is loaded upon installation.

    2. You must configure the (even the sample) PO with an owner before enabling the PO(s). 

    3. Once enabled, you must obtain approval from the PO owner for any requests.

Optional Configuration

The optional configuration procedure provided in this section allows you to enable emails and support MID servers.

  1. Email needs to be enabled for the approval workflow email notifications. Existing ServiceNow installations may already have this configured.

    1. Using the filter, navigate to System Properties > Email Properties (or Email depending on the ServiceNow version)

    2. Confirm that outbound and inbound email sending is enabled.

  2. Support for MID server:

    1. Navigate to MID Server > Capabilities and confirm that the REST, SSH, and SOAP capabilities have been added.

    2. Create the following property under Integration - CloudCenter > Settings > Properties.

      Property name

      Value

      Mid_server_name

      <configured_rest_server_name>

  3. Multi-Tenancy Configuration – Optional. Required if configured within Cisco CloudCenter.
    1. Multi-Tenancy configuration is optional and only necessary if also configured within Cisco CloudCenter — The ServiceNow application only supports single-tier, multi-tenancy models as depicted in the following diagram.
    2. Configure CloudCenter with a tenancy model similar to the image above. For each tenant, ensure that the following items are configured (see the CloudCenter Configuration section):
      1. Custom Action for publishing Application Profiles
      2. Unique login/homepage logo
      3. Activation profile with appropriate contract and usage plan (set as Default Activation profile).
    3. Login to ServiceNow as a user with the x_cqt_cliqr.global_tenant_admin role and enable Multi-Tenancy in the Cloud Marketplace Configuration page.

    4. Save your changes.

    5. Select List Sub-Tenants to begin the Sub-Tenant configuration process. Initially the tenant list will be empty.

    6. Select Sync Tenants to populate the list.
    7. For each Sub-Tenant, select Configure, set the API key, and configure Cloud and Instance mapping.

Multi-Tenancy User Configuration Nuances

Be aware of the following requirements and consequences for multi-tenancy models.

    • If Multi-Tenancy is enabled, then you MUST set the tenant_id field for each user. 

      If you do not set the Tenant ID, users will not be able to use the Cloud Marketplace.

    • The user tenant_id must match the Tenant ID configured within CloudCenter and the Short name shown in the Tenant table within ServiceNow.
    • Users with a blank tenant_id are assumed to be a part of the root tenant.
    • On first installation, the tenant_id field is not visible – you must customize the User form and add the tenant_id field to the view.
    • If you are using LDAP, then auto-map he tenant_id field when importing users. Refer to http://wiki.servicenow.com/index.php?title=Setting_up_the_LDAP_Import_Map#gsc.tab=0 for more information.

Validate the CloudCenter-ServiceNow Integration

To validate the CloudCenter-ServiceNow Integration application, follow this procedure.

  1. Create Test Users

    1. To verify the installation, create the following test user accounts in ServiceNow. An email address is required to create a user account.

      User Name

      Group Membership

      Description

      consumer.user

      1. Cloud Marketplace Consumers
      2. CliQr

      This test user is used to submit orders.

      approver.user

      1. Cloud Marketplace Approvers
      2. CliQr

      This test user is used to approve/reject order requests.

    2. A new purchase order was created in the Create a Purchase Order section above. For that purchase order, update the Assigned To field to the user approver.user.
  2. Publish an Application Profile to ServiceNow
    1. In Cisco CloudCenter, locate an Application Profile under the Applications tab.
    2. Click the dropdown for the application and Share it with all users in the Tenant.
    3. Click the dropdown for the application and select Publish to ServiceNow.
    4. In ServiceNow, navigate to Integration - CloudCenter > Data Tables > Application Profiles. There should be a record that contains the published application.
  3. Place an order:
    1. Navigate to https://<yourServiceNowInstance>.com/cloud-marketplace.
    2. Login as the consumer.user.
    3. Click on Store.
    4. Select an application from the catalog, configure, and submit the order.
    5. Login as approver.user to approve the request.
    6. Once the order is approved, the order should be deployed based on the provided deployment start date and time.
    7. Browse to the Service Instances tab and confirm the order is in Deployed status.

Additional Notes

Installing the Integration app adds extra fields to the task table. As this is a linear operation, the load time could take a while depending on the existing data in the environment.

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