ServiceNow Connector
Intro
ServiceNow is a software platform that supports IT service management and automates common business practices. Use Domo's ServiceNow connector to retrieve a data table from a list or provide a custom table name. For more information about the ServiceNow API, visit their website. (http://wiki.servicenow.com/index.php..._API#gsc.tab=0)
The ServiceNow connector is a "Cloud App" connector, meaning it retrieves data stored in the cloud. In the Data Center, you can access the connector page for this and other Cloud App connectors by clicking Cloud App in the toolbar at the top of the window.
In addition to the standard ServiceNow connector, Domo also provides a "ServiceNow Upsert" connector. This connector is exactly the same as the standard ServiceNow connector except that it also offers "Upsert" as an update option alongside "Append" and "Replace." This option is discussed in this article under Other Panes.
You connect to your ServiceNow account in the Data Center. This topic discusses the fields and menus that are specific to the ServiceNow connector user interface. General information for adding DataSets, setting update schedules, and editing DataSet information is discussed in Adding a DataSet Using a Data Connector.
Primary Use Cases |
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Primary Metrics |
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Primary Company Roles |
IT service desk manager |
Average Implementation Time |
3 hours |
Ease of Use (on a 1-to-10 scale with 1 being easiest) |
5 |
Best Practices
Schedule reports at frequent intervals to maintain an accurate and current picture of the status of incidents, problems and change requests.
Prerequisites
To connect to your ServiceNow account and create a DataSet, you must have a ServiceNow username and password. You will also need to provide the URL for your ServiceNow server. Usually this will be in the format https://mycompany.servicenow.com.
Connecting to Your ServiceNow Account
This section enumerates the options in the Credentials and Details panes in the ServiceNow Connector page. The components of the other panes in this page, Scheduling and Name & Describe Your DataSet, are universal across most connector types and are discussed in greater length in Adding a DataSet Using a Data Connector.
Credentials Pane
This pane contains fields for entering credentials to connect to your ServiceNow account. The following table describes what is needed for each field:
Field |
Description |
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Host URL | Enter the URL for your ServiceNow server, e.g. https://mycompany.servicenow.com. |
User |
Enter your ServiceNow username. |
Password |
Enter your ServiceNow password. |
Once you have entered valid ServiceNow credentials, you can use the same account any time you go to create a new ServiceNow DataSet. You can manage connector accounts in the Accounts tab in the Data Center. For more information about this tab, see Managing User Accounts for Connectors.
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While logged into ServiceNow, navigate to Self Service > My Profile.
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Locate the property called Time Zone.
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Select GMT as the time zone.
Details Pane
This pane contains a primary Report menu in which you select the type of table you want to pull. Depending on the table type you select, other options may appear.
Menu |
Description |
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Report |
Select a ServiceNow report. The following reports are available:
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Table |
Select the ServiceNow table you want to retrieve data for. The following tables are available:
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Table Name | Enter the name of the table you want to retrieve data for. | ||||||||||
Custom Query |
Enter a custom query. Include only query values directly related to sysparm_query. The fields sysparm_limit and sysparm_offset should not be included. If the field sys_created_on is included, the value should be in the following format: yyyy-MM-dd HH:mm:ss For example: ORDERBYDESCsys_created_on^sys_created_on>2016-09-25+00:00:00^sys_created_on<2016-09-27+23:59:59 For more information about query building, visit http://wiki.servicenow.com/index.php...le_API#Methods. Important: When creating custom queries, only include query values directly related to sysparm_query. The fields sysparm_limit and sysparm_offset should not be included. If the field sys_created_on is included, the value should be in the following format: yyyy-MM-dd HH:mm:ss.
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Fields |
Enter a comma-separated list of fields to return in your DataSet. For example:
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Duration | Specify whether the data in this report is for a single date or a range of dates. | ||||||||||
Report Date | Specify whether the data is for a specific or relative date. Choose Relative if you always want the report to retrieve data for a given number of days back (which you specify in Days Back) from the current date. For example, if you enter 5 for Days Back and set the DataSet to update daily, each new day the report will update to show information for the date 5 days in the past. | ||||||||||
Select Specific Date | Select the date you want to retrieve data for. | ||||||||||
Days Back | Enter the number of days back from the current date that will be presented in the report. | ||||||||||
Start Date |
Specify whether the first date in your date range is a specific or relative date. Choose Relative if you always want the report to retrieve data for a given number of days back (which you specify in Days Back to Start From) from the current date. If you choose Relative here, you should also choose Relative for End Date and specify a value for Days Back to End At. For example, if you enter 10 for Days Back to Start From and 5 for Days Back to End At and you set the DataSet to update daily, each new day the report will update to show information for 5 to 10 days in the past. |
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Select Specific Start Date | Select the first date in your date range. | ||||||||||
End Date |
Specify whether the last date in your date range is a specific or relative date. Choose Relative if you always want the report to retrieve data for a given number of days back (which you specify in Days Back to End At) from the current date. If you choose Relative here, you should also choose Relative for Start Date and specify a value for Days Back to Start From. For example, if you enter 10 for Days Back to Start From and 5 for Days Back to End At and you set the DataSet to update daily, each new day the report will update to show information for 5 to 10 days in the past. |
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Select Specific End Date | Select the last date in your date range. | ||||||||||
Days Back to Start From |
Enter the number of days before the current date to use as the start date. For example, if you enter 10 for Days Back to Start From and 5 for Days Back to End At and you set the DataSet to update daily, each day the report updates to show information for a 5-day range, starting 10 days ago and ending 5 days ago. |
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Days Back to End At |
Enter the number of days before the current date to use as the end date. For example, if you enter 10 for Days Back to Start From and 5 for Days Back to End At and you set the DataSet to update daily, each day the report updates to show information for a 5-day range, starting 10 days ago and ending 5 days ago. |
Other Panes
The "Upsert" version of this connector includes Upsert as an update option, alongside the standard "Replace" and "Append." When you select this option, you are asked to provide an upsert key that the system uses to match old data. If there are any existing rows of data that use that key, they will be replaced with the new data instead of being added to the DataSet as new rows.
For information about the remaining sections of the connector interface, including how to configure scheduling, retry, and update options, see Adding a DataSet Using a Data Connector.