CA Service Desk 17.4 how to couple with ServiceNow

[Peter Schmidt]

Hi,

does anybody ever coupled CASM with ServiceNow?

Is there any official way to do it?

Are there any examples available?

Would be great not to design it again when already some usables exist.

Regards,

Peter

[Felipe V]

Hi Peter,

There are the ways to do this on ServiceNow

There is "script background" on serviceNow that is used for get CA SDM data and then populate on ServiceNow fields or update data on Service Now database with glideRecord.

Follow the links to get ideia:
https://www.servicenow.com/community/itsm-articles/create-a-soap-message-ca-sdm-ca-service-desk-manager-login/ta-p/2303427

https://www.servicenow.com/community/developer-forum/how-to-integrate-ca-service-desk-with-servicenow/m-p/2046327

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Regards,
Felipe Vandrilho

Linkedin: https://www.linkedin.com/in/vandrilho/
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[Peter Schmidt]

Hi Felipe,

thank you for the links ....

But that's what I also found via WEB-search ...

What I asked for is, whether there is a ready process coupling both ServiceDesks i.e. via CA Process Automation.

As I already said ... I'd like to use existing methods.

To design it myself ... yes, that's possible but is time-consuming.

BTW. links beneath https://www.servicenow.com/community/developer-forum/how-to-integrate-ca-service-desk-with-servicenow/m-p/2046327 are broken.

Thanks and regards,

Peter

[Jakub Kolacny]

Hi Peter,

We've done this a few times using the SNOW SOAP API with CA Process Automation as the orchestrator. The integration was quite easy and straightforward, so there's no need to worry-though it always depends a bit on the team on the other side :)

I'm not a fan of the out-of-the-box SDM integrations (like those with Jira, SNOW, or SAP in the past) because they usually offer very limited configuration options. With PAM, you have full control.

Jakub

[Peter Schmidt]

Hi Jakub,

thanks a lot for this hint.

Ok, so I will do it with PAM, SDM-Soap and SNOW-Soap-API.

As I am new with ServiceNow, do you have a usable link for SNOW-API and/or SNOW-API-Examples?

Many thanks,

Peter

[Jakub Kolacny]

Hi Peter,

I always ask for some practical examples the team on the other side, but you can expect something more or less similar to any other system. For instance this is XML content we use for ticket creation.

<tns:execute xmlns:tns="http://www.service-now.com/XXX_Integration">

<tns:operation>CreateRITM</tns:operation>

<tns:u_reference_id>375128</tns:u_reference_id>

<tns:description>

ticket description

</tns:description>

<tns:short_description>ticket summary</tns:short_description>

<tns:u_integration_identifier>cr:776423</tns:u_integration_identifier>

<tns:u_pcatnumber_priority>406591</tns:u_pcatnumber_priority>

 

</tns:execute>

Regards,

Jakub