ServiceNow® FAQs
Are we able to get some more details on how the NNT and ServiceNow matching occurs? The example we have is we might enter a ServiceNow ticket which includes 10 different endpoints. How would NNT matchup to know that all the endpoints are included in the change?
The ITSM Module will pick up the ‘Affected CIs’ referenced in any Change Request and will use the best match for these with existing Group or Device names in the Change Tracker instance. SO in this example, the Change Request will reference the 10 endpoints, and the ITSM Module will match these to the corresponding Devices in Change Tracker.
Are we able to rollout the functionality to a subset of endpoints covered in NNT? If so, how is that managed? Would we be able to setup a dev instance of the console to connect a few endpoints while we test?
No problem, for pre-production testing we can provide a second CT instance to use as part of a managed implementation project
What is the roadmap for NNT support for ServiceNow? How quickly will NNT support new releases of ServiceNow environments?
We are using core ServiceNow API operations, centred around querying Change Requests, and as such this is a long standing and static section of the SNow API, so changes are unlikely. In the event that there are relevant changes, as a Now Certified application we are obliged to warrant compatibility with any future SNow updates as part of our ServiceNow Store agreement. The process is pretty exacting to guarantee compatibility, but we do get advanced access to new versions pre-launch so we can always be ahead of the curve.
Does it use read only access to SNow?
Yes, we operate read-only access, recommendation is to use a SNow account with the built-in ITIL Role privilege
Do we need an API key?
We don’t need an API key, API operations are transacted via user account credentials to thehttps://
Can provide two-way integration to open tickets through standard processes for unapproved changes?
We use standard built-in features of ServiceNow and Change Tracker for this. We use a ServiceNow built-in Inbound Email action for Incident Creation – Unplanned change notifications are configured with Change Tracker to be alerted by email to a ServiceNow instance email account, presented by the built-in ServiceNow POP3 email server
