The Oomnitza integration with ServiceNow provides several capabilities that empower service desk agents and reduce incident resolution time.
- View ServiceNow tickets within Oomnitza and access Oomnitza assets within ServiceNow.
- Display all devices linked to the ticket based on any set of custom attributes you define.
- Display all the devices that belong to the ticket requester.
- Use Oomnitza to pull up an asset record and view the history of ServiceNow tickets and make better decisions.
- Securely interact with every Thing that makes your business run from anywhere you happen to be.
- Easily configure asset management fields using drag-and-drop technology to track attributes that matter.
- Automate tracking of hardware and software attributes so you get asset details with ease and efficiency.
How to Install
Getting started with the ServiceNow plugin is easy:
Navigate to the ServiceNow Store, select "Integrations," and search for Oomnitza, or follow this link.
Once installed, you may configure roles & permissions within ServiceNow to ensure the desired end users will have access to the Oomnitza plugin.
Assign the role "x_333437_oomnitza.configuration_user" to users in ServiceNow that will be responsible for configuring the Oomnitza plugin. All other users interacting with the Oomnitza plugin must have "sn_incident_read" or "itil" roles assigned. You may assign the role directly, or you may update an existing role to contain/inherit the new role. You may also assign the necessary role to a Group to provide access.
How to Configure
- In Oomnitza, navigate to "Settings" > "Integrations" and click "ServiceNow" under the Service Desk Integrations section.
- On the "Info" tab, click "Next" to proceed to the "Connect" tab where your ServiceNow URL, username, and password is to be provided.
- Click "Connect" to validate your credentials, and proceed to define which fields you would like to display in the Oomnitza for ServiceNow plugin. You may choose which values are editable, and which are read-only. When you are done, click on "Finish" to save your configuration.
- In ServiceNow, search for "Oomnitza" on the left-hand side application menu and click on "Configuration"
- Enter your Oomnitza system URL and click "Save" (for example: https://acme.oomnitza.com)
- The Oomnitza for ServiceNow configuration is now complete!
Using the Integration
Viewing Rich Asset Context Within an Incident
- Login to ServiceNow and navigate to an incident record. The list of associated assets (that belong to the Incident Caller) is displayed in the "Oomnitza" panel.
- Expand asset details to view them by clicking the dropdown arrow on the right-hand side.
- You can view the asset details in Oomnitza by clicking on “View in Oomnitza”.
- Click the "..." menu to view available actions: Open, Attach Asset.
- To link asset to the current ticket click “Attach Asset”.
- To view asset details in Oomnitza without expanding the in plugin just click “Open”.
- To unlink the asset from the current ticket click “Detach Asset” in the Menu.
Modifying an Asset Within an Incident
- Login to ServiceNow and navigate to an incident record.
- Select the asset for editing and expand its details.
- Hover over the input and click to enter a new value. The autosuggest option is available and you may easily select the necessary value from the list of matches.
Viewing Incidents Associated to an Asset
- Login to Oomnitza and navigate to "Assets".
- Click and open an asset record
- Click the "Tickets" tab, and select "ServiceNow"
- All of the incidents in ServiceNow that are associated with the asset will be displayed. You will see the status, creation date, title, summary, with a link to the incident in ServiceNow.
Tagging Assets within an Incident using @BARCODE
There can be assets which belong to a particular Incident in ServiceNow, even though they may not be assigned to the Incident Caller. To explicitly link these assets to an incident, please refer to the following steps:
- Login to ServiceNow and open an incident record
- Add a new note to the incident containing @BARCODE to tag the asset. For example "the monitor @BARCODE1234 appears to be having a power issue as well".
- Refresh the incident page, and view the "Oomnitza" panel, the identified asset will be displayed.
- To formally associate the tagged asset with the incident, click on the "..." menu and click "Attach Asset".
ServiceNow Integration Security
Oomnitza uses several mechanisms for protecting integrations with external systems. The mechanisms allow Oomnitza to protect customer data from unauthorized access and from malicious or accidental changes.
Oomnitza for ServiceNow (the Plugin) utilizes Single Sign-On (SSO) -- and basic authentication if enabled -- over HTTPS. To work with the plugin, the service desk user has to have an authenticated session with Oomnitza. To establish this authenticated session, the ServiceNow user must provide valid credentials in the plugin window.
ServiceNow User Authentication
After authentication, Oomnitza creates and supports a standard user session. Session time is restricted according to Oomnitza instance session configuration, typically 20 minutes. The Plugin receives the authorization headers Cookie and Oomnitza-session, which are kept in the browser storage.
Authenticated Oomnitza ServiceNow Plugin has the same level of permissions as the corresponding Oomnitza user and sends authorization headers with each request. The Plugin does not update the information in ServiceNow, only in Oomnitza.
The Plugin communicates with Oomnitza securely via HTTPS. This connection allows a seamless integration between user incidents and assets. In other words, this connection allows the Plugin to send comments and fields from ServiceNow to Oomnitza if the corresponding mappings are configured. The following table describes protocols used to host communication between ServiceNow, Oomnitza, and the Oomnitza for ServiceNow Plugin:
Oomnitza to ServiceNow
*443: HTTPS GET requests
ServiceNow to Oomnitza
*443: HTTPS POST/GET requests
Cookie and Oomnitza-session
* The Oomnitza application has security built into its design. Connections between the Oomnitza application, Oomnitza ServiceNow Plugin and ServiceNow take place only over Secure Sockets Layer (SSL) using the latest version of Transport Layer Security (TLS) the operating system is capable of using.