WEBMETHODS CLOUDSTREAMS

PROVIDER FOR SERVICENOW

INSTALLATION AND USER’S GUIDE

Version 10.5 | July 2022

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webMethods CloudStreams Provider for ServiceNow Installation and User’s Guide

CONTENTS
Document Change History .................................................................. 9
About this Guide ........................................................................... 10
What is webMethods CloudStreams Provider for ServiceNow? .................... 11
What is a CloudStreams Connector? ............................................ 11
What Is a Cloud Connection? ..................................................... 11
3.2.1 Connection Pools ...................................................................... 12
3.2.2 Run-Time Behavior of Connection Pools ....................................... 12
What Is a Cloud Connector Service? ............................................ 12
Installing and Uninstalling CloudStreams Provider for ServiceNow .............. 14
Managing CloudStreams Connectors .................................................... 15
Enabling CloudStreams Connectors ............................................. 15
Disabling CloudStreams Connectors............................................. 15
Deleting CloudStreams Connectors ............................................. 16
Configuring the Properties of CloudStreams Connectors .................... 16
Managing Cloud Connections ............................................................. 17
Creating Cloud Connections ...................................................... 17
Enabling Cloud Connections ...................................................... 31
Viewing Cloud Connections ...................................................... 31
6.3.1 Sorting and Filtering Connections .................................................. 32
Disabling Cloud Connections ..................................................... 32
Editing Cloud Connections ....................................................... 32
Dynamically Changing a Cloud Service's Connection at Run Time .......... 33
Copying Cloud Connections ...................................................... 33
Deleting Cloud Connections ...................................................... 34
Managing Cloud Connector Services .................................................... 35
Creating a Cloud Connector Service ............................................ 35
Editing a Cloud Connector Service for a SOAP-Based Provider.............. 36
Editing a Cloud Connector Service for a REST-Based Provider .............. 39
7.3.1 Viewing the Constraints Applied to Variables ................................. 44
CloudStreams ServiceNow Enterprise Service Management Connector (Calgary)45
Overview ............................................................................ 45
Connector details .................................................................. 45
Manage ServiceNow Connections ................................................ 45

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webMethods CloudStreams Provider for ServiceNow Installation and User’s Guide

Configuration Settings ............................................................ 45

SOAP Cloud Connections .......................................................... 46
HTTP Basic Authentication ....................................................... 46
Designing SOAP Operations ....................................................... 46
SOAP Operations ................................................................... 46
8.8.1 Input and Output Signature ...................................................... 46
8.8.2 Supported Operations ............................................................ 47
CloudStreams ServiceNow Enterprise Service Management Connector (Geneva)48
Overview ............................................................................ 48
Connector details .................................................................. 48
Manage ServiceNow Connections ................................................ 48
Configuration Settings ............................................................ 48
SOAP Cloud Connections .......................................................... 49
HTTP Basic Authentication ....................................................... 49
Designing SOAP Operations ....................................................... 49
SOAP Operations ................................................................... 49
9.8.1 Input and Output Signature ...................................................... 49
9.8.2 Supported Operations ............................................................ 50
CloudStreams ServiceNow Enterprise Service Management Connector (Helsinki)51
10.1 Overview ................................................................................ 51
Connector details .................................................................. 51
Manage ServiceNow Connections ................................................ 51
REST Cloud Connections .......................................................... 51
HTTP Basic Authentication ....................................................... 52
REST Resources .................................................................... 52
10.6.1 Request and Response Processing ............................................... 52
10.6.2 Error and Fault Handling ......................................................... 52
10.6.3 Supported Resources .............................................................. 52
10.6.4 Service: Table API ................................................................. 53
10.6.5 Service: Import Set API ........................................................... 53
10.6.6 Service: Attachment API ......................................................... 54
10.6.7 Service: Scorecards API ........................................................... 54
10.6.8 Service: Aggregate API ........................................................... 54
10.6.9 Service: ServiceCatalog API ...................................................... 55
CloudStreams ServiceNow Enterprise Service Management Connector (Istanbul)57
11.1 Overview ................................................................................ 57

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Connector details .................................................................. 57

Manage ServiceNow Connections ................................................ 57
REST Cloud Connections .......................................................... 57
HTTP Basic Authentication ....................................................... 58
REST Resources .................................................................... 58
11.6.1 Request and Response Processing ............................................... 58
11.6.2 Error and Fault Handling ......................................................... 58
11.6.3 Supported Resources .............................................................. 58
11.6.4 Service: Table API ................................................................. 59
11.6.5 Service: Import Set API ........................................................... 59
11.6.6 Service: Attachment API ......................................................... 60
11.6.7 Service: ScoreCard API............................................................ 60
11.6.8 Service: Aggregate API ........................................................... 60
11.6.9 Service: ServiceCatalog API ...................................................... 61
11.6.10 Service: Email API ................................................................. 62
CloudStreams ServiceNow Enterprise Service Management Connector (Kingston)63
12.1 Overview ................................................................................ 63
Connector details .................................................................. 63
Manage ServiceNow Connections ................................................ 63
REST Cloud Connections .......................................................... 63
HTTP Basic Authentication ....................................................... 64
REST Resources .................................................................... 64
12.6.1 Request and Response Processing ............................................... 64
12.6.2 Error and Fault Handling ......................................................... 64
12.6.3 Supported Resources .............................................................. 64
12.6.4 Service: Table API ................................................................. 65
12.6.5 Service: Import Set API ........................................................... 65
12.6.6 Service: Attachment API ......................................................... 66
12.6.7 Service: ScoreCard API............................................................ 66
12.6.8 Service: Aggregate API ........................................................... 66
12.6.9 Service: ServiceCatalog API ...................................................... 67
12.6.10 Service: Email API ................................................................. 68
12.6.11 Service: User Role Inheritance API.............................................. 68
CloudStreams ServiceNow Enterprise Service Management Connector (Orlando)69
Overview ............................................................................ 69
Connector details .................................................................. 69

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Manage ServiceNow Connections ................................................ 69

REST Resources .................................................................... 69
13.4.1 Request and Response Processing ............................................... 69
13.4.2 Error and Fault Handling ......................................................... 70
13.4.3 Supported Resources .............................................................. 70
13.4.4 Service: Table API.................................................................... 70
13.4.5 Service: Import Set API .............................................................. 71
13.4.6 Service: Attachment API ......................................................... 71
13.4.7 Service: ScoreCard API............................................................ 72
13.4.8 Service: Aggregate API ........................................................... 72
13.4.9 Service: ServiceCatalog API ...................................................... 72
13.4.10 Service: Email API ................................................................... 74
13.4.11 Service: User Role Inheritance API................................................ 74
13.4.12 Service: Customer Service Management API .................................... 75
CloudStreams ServiceNow Enterprise Service Management Connector (Paris) 76
14.1 Overview ................................................................................ 76
14.2 Connector details ...................................................................... 76
14.3 Manage ServiceNow Connections .................................................... 76
REST Resources .................................................................... 76
14.4.1 Request and Response Processing ............................................... 76
14.4.2 Error and Fault Handling ......................................................... 77
14.4.3 Supported Resources .............................................................. 77
14.4.4 Service: Table API ................................................................. 78
14.4.5 Service: ScoreCard API............................................................ 79
14.4.6 Service: ServiceCatalog API ...................................................... 79
14.4.7 Service: Account API .............................................................. 81
14.4.8 Service: ActivitySubscriptions API .............................................. 81
14.4.9 Service: AWA(Advanced Work Assignment) Agent API ....................... 82
14.4.10 Service: AWA(Advanced Work Assignment) Routing API ..................... 82
14.4.11 Service: Aggregate API ........................................................... 82
14.4.12 Service: Application Service API ................................................ 83
14.4.13 Service: Attachment API ......................................................... 83
14.4.14 Service: Batch API ................................................................. 84
14.4.15 Service: Case API .................................................................. 84
14.4.16 Service: Change Management API ............................................... 85
14.4.17 Service: CI Lifecycle Management API.......................................... 87

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14.4.18 Service: CMDB Instance API ...................................................... 88

14.4.19 Service: CMDB Data Ingestion API ............................................... 89
14.4.20 Service: CMDB Meta API .......................................................... 90
14.4.21 Service: Consumer API ............................................................ 90
14.4.22 Service: Contact API .............................................................. 90
14.4.23 Service: Continuous Integration/Continuous Delivery(CI/CD) API ......... 91
14.4.24 Service: CSM Attachment API .................................................... 92
14.4.25 Service: CTI API .................................................................... 92
14.4.26 Service: Customer Central API .................................................. 93
14.4.27 Service: DevOps API ............................................................... 93
14.4.28 Service: Email API ................................................................. 94
14.4.29 Service: HR REST API .............................................................. 95
14.4.30 Service: Identification and Reconciliation API ................................ 95
14.4.31 Service: Import Set API ........................................................... 96
14.4.32 Service: Interaction Management API .......................................... 96
14.4.33 Service: Knowledge Management REST API ................................... 96
14.4.34 Service: MetricBase Time Series API............................................ 97
14.4.35 Service: Predictive Intelligence API ............................................ 98
14.4.36 Service: Push Installation API.................................................... 98
14.4.37 Service: Push Metrics API ........................................................ 98
14.4.38 Service: Response Templates API ............................................... 98
14.4.39 Service: User Role Inheritance API.............................................. 99
14.4.40 Service: SAM-Software Usage Data Integration API .......................... 99
14.4.41 Service: Virtual Agent Bot Integration API .................................... 99
CloudStreams ServiceNow Enterprise Service Management Connector (San Diego)
100
15.1 Overview .............................................................................. 100
15.2 Connector details .................................................................... 100
15.3 Manage ServiceNow Connections .................................................. 100
REST Resources .................................................................. 100
15.4.1 Request and Response Processing ............................................. 100
15.4.2 Error and Fault Handling ......................................................... 101
15.4.3 Excluded Resources ............................................................. 101
15.4.4 Supported Resources .............................................................. 101
15.4.5 Service: Table API ............................................................ 102
15.4.6 Service: ScoreCard API .......................................................... 103

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15.4.7 Service: ServiceCatalog API .................................................... 103

15.4.8 Service: Account API ............................................................ 105
15.4.9 Service: ActivitySubscriptions API ............................................ 106
15.4.10 Service: AWA(Advanced Work Assignment) Agent API ..................... 106
15.4.11 Service: AWA(Advanced Work Assignment) Routing API ................... 106
15.4.12 Service: Aggregate API ......................................................... 107
15.4.13 Service: Application Service API .............................................. 107
15.4.14 Service: Attachment API ....................................................... 107
15.4.15 Service: Batch API ............................................................... 108
15.4.16 Service: Case API ................................................................ 108
15.4.17 Service: Change Management API ............................................. 109
15.4.18 Service: CI Lifecycle Management API........................................ 112
15.4.19 Service: CMDB Instance API .................................................... 113
15.4.20 Service: CMDB Data Ingestion API ............................................. 114
15.4.21 Service: CMDB Meta API ........................................................ 114
15.4.22 Service: Consumer API .......................................................... 114
15.4.23 Service: Contact API ............................................................ 115
15.4.24 Service: Continuous Integration/Continuous Delivery(CI/CD) API ....... 115
15.4.25 Service: CSM Attachment API .................................................. 116
15.4.26 Service: CTI API .................................................................. 117
15.4.27 Service: Customer Central API ................................................ 117
15.4.28 Service: DevOps API ............................................................. 117
15.4.29 Service: Email API ............................................................... 118
15.4.30 Service: HR REST API ............................................................ 119
15.4.31 Service: Identification and Reconciliation API .............................. 119
15.4.32 Service: Import Set API ......................................................... 120
15.4.33 Service: Interaction Management API ........................................ 120
15.4.34 Service: Knowledge Management REST API ................................. 121
15.4.35 Service: MetricBase Time Series API.......................................... 121
15.4.36 Service: Predictive Intelligence API .......................................... 122
15.4.37 Service: Push Installation API.................................................. 122
15.4.38 Service: Push Metrics API ...................................................... 122
15.4.39 Service: Response Templates API ............................................. 122
15.4.40 Service: User Role Inheritance API............................................ 123
15.4.41 Service: SAM-Software Usage Data Integration API ........................ 123
15.4.42 Service: Virtual Agent Bot Integration API .................................. 123

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15.4.43 Service: Product Catalog Open API ........................................... 123

15.4.44 Service: Product Inventory Open API ......................................... 124
15.4.45 Service: Product Order Open API ............................................. 124
15.4.46 Service: Service Catalog Open API ............................................ 125
15.4.47 Service: System for Cross-domain Identity Management (SCIM) API..... 125
CRUD operations for Incident, Change Request, and Problem Management in REST
Connectors (Helsinki, Istanbul, Kingston, Orlando, Paris, and San Diego) .............. 130
FAQ and Troubleshooting................................................................ 131

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webMethods CloudStreams Provider for ServiceNow Installation and User’s Guide

Document Change History

Document revision date Summary of Changes

June 2015 First release of this document.

August 2016 Added Geneva version.

November 2017 Added Helsinki and Istanbul version.

November 2018 Added Kingston version.

January 2020 Added new Authentication scheme – OAuth v2.0.

July 2020 Added Orlando version.

July 2021 Added Paris version.

July 2022 Added San Diego version.

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webMethods CloudStreams Provider for ServiceNow Installation and User’s Guide

About this Guide

This guide describes how to configure and use webMethods CloudStreams Provider for ServiceNow. It
contains information for administrators and application developers who want to interact with
ServiceNow to manage ServiceNow objects.
To use this guide effectively, you should be familiar with:
• ServiceNow objects that you want to manage.
• ServiceNow workflow and workflow configurations.
• Terminology and basic operations of your operating system.
• Setup and operation of the webMethods Integration Server.
• Basic concepts and tasks of Software AG Designer.

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webMethods CloudStreams Provider for ServiceNow Installation and User’s Guide

What is webMethods CloudStreams Provider for ServiceNow?

WebMethods CloudStreams Provider for ServiceNow contains predefined CloudStreams connectors
that you can use to connect to different areas (Incident, Problem and Change management) of the
ServiceNow cloud applications.
The CloudStreams Provider for ServiceNow supports the Calgary and Geneva versions of ServiceNow
using SOAP Operations and Helsinki, Istanbul, Kingston, Orlando, Paris and San Diego using REST
Resources.
For more information about how to configure and use the CloudStreams connectors with webMethods
CloudStreams, see the Administering webMethods CloudStreams guide available in the webMethods
section of the Software AG Documentation web page.

What is a CloudStreams Connector?

A CloudStreams connector contains connections and services that you can use to integrate with
software as a service (SaaS) provider. The CloudStreams connector contains SaaS provider specific
information, such as how to connect to a provider and the default and custom groups that you can
configure. A CloudStreams connector is installed on Integration Server as an Integration Server
package. When you start Integration Server for the first time, Integration Server dynamically creates
the Integration Server document types for each of the out-of-the-box CloudStreams connectors
installed with CloudStreams.
Each CloudStreams connector contains a CloudStreams Connector Bundle with all the assets required
to enable the CloudStreams runtime to connect with the provider's back-end and to perform
operations on the back-end. One of these assets is the Cloud Connector Descriptor, which contains:
• A reference to a metadata handler (SOAP or REST) that creates the data model representing the
connector for a particular provider.
• Meta information that enables you to create the cloud connector's connections.
• The connector's SOAP operations or REST resources.
The type of a CloudStreams connector depends on the type of SaaS provider you communicate with.
The two types of connectors are as follows:
• If you communicate with a SOAP-based cloud application provider, you create cloud connections
using a CloudStreams SOAP connector.
• If you communicate with a REST-based provider, you create cloud connections using a
CloudStreams REST connector.
You can use Integration Server Administrator to load, manage, and use the CloudStreams connectors.
For a list of tasks that you must do before you can use a CloudStreams connector, see Managing
CloudStreams Connectors.

What Is a Cloud Connection?

You can create one or more connections for a CloudStreams connector at design time to use in
integrations. A cloud connector service uses a cloud connection to connect to a SaaS provider at run

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time. You must create and enable a cloud connection before you can create cloud connector
services. The number of connections you create depends on your integration needs.
You can configure connections using Integration Server Administrator. For a list of tasks, you must do
before creating connections, see Managing Cloud Connections. For more information about
configuring cloud connections, see Creating Cloud Connections.

3.2.1 Connection Pools

Integration Server includes a connection management service that dynamically manages connections
and connection pools based on configuration settings that you specify for the connection. By default,
connection pooling is enabled for all cloud connections that you create.
A connection pool is a collection of connections with the same set of attributes. Integration Server
maintains connection pools in memory. Connection pools improve performance by enabling cloud
connector services to reuse open connections instead of opening new connections for every service
request. All cloud connector services use connection pooling.

3.2.2 Run-Time Behavior of Connection Pools

When you enable a connection, Integration Server initializes the connection pool, creating the
number of connection instances you specified in the connection's Initial Pool Size field when you
configured the connection. Whenever a cloud connector service needs a connection, Integration
Server provides a connection from the pool. If no connections are available in the pool, and the
maximum pool size has not been reached, the server creates one or more new connections
(according to the number specified in the Pool Increment Size field) and adds them to the connection
pool. If the pool is full (as specified in the Maximum Pool Size field), the requesting service will wait
for Integration Server to obtain a connection, up to the length of time specified in the Block Timeout
field, until a connection becomes available. Periodically, Integration Server inspects the pool and
removes inactive connections that have exceeded the expiration period that you specified in the
Expire Timeout field.
If the connection pool initialization fails because of a network connection failure or some other type
of exception, you can enable the system to retry the initialization any number of times, at specified
intervals. For information about configuring connection pooling for connections, see Creating Cloud
Connections.

What Is a Cloud Connector Service?

A cloud connector service is an Integration Server service used to integrate an on-premises

application with a SaaS application. At run time, the cloud connector service constructs and maps a
SOAP request from the service’s input pipeline to an appropriate message builder. When the cloud
application provider sends a response, the cloud connector service processes and maps the response
and populates the output pipeline.
You may need to create more than one cloud connector service to integrate an on-premises
application with a cloud application. The number of cloud connector services you need to create
depends on at least one cloud connector service for each operation defined in the Cloud Connector

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Descriptor. The operations contain a reference to a SOAP operation, defined in the connector's
WSDL. For example, for a “query” operation, you might create a cloud connector service to query
accounts and another to query contacts.
Creating a cloud connector service consists of two high-level steps:
1. Create a cloud connector service using a wizard in Software AG Designer. In this step, you give
the service a name, select a CloudStreams Connector associated with a cloud provider, specify
the cloud connection pool alias, and select the cloud virtual service that you want the cloud
connector service to invoke. For details, see Managing Cloud Connector Services.
2. Edit the cloud connector service using the service editor in Software AG Designer. In this step,
you specify the operation of the service, the headers to include in the service, the input/output
signature that determines how the user interacts with the service, and optional parameters to
include in the input/output signature. For details about this step, see Editing a Cloud Connector
Service for a SOAP-Based Provider.
For more information about CloudStreams connector requests, for SOAP operations, see:
• CloudStreams ServiceNow Enterprise Service Management Connector (Calgary)
• CloudStreams ServiceNow Enterprise Service Management Connector (Geneva)
and for REST resources, see:
• CloudStreams ServiceNow Enterprise Service Management Connector (Helsinki)
• CloudStreams ServiceNow Enterprise Service Management Connector (Istanbul)
• CloudStreams ServiceNow Enterprise Service Management Connector (Kingston)
• CloudStreams ServiceNow Enterprise Service Management Connector (Orlando)
• CloudStreams ServiceNow Enterprise Service Management Connector (Paris)
• CloudStreams ServiceNow Enterprise Service Management Connector (San Diego)

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webMethods CloudStreams Provider for ServiceNow Installation and User’s Guide

Installing and Uninstalling CloudStreams Provider for ServiceNow

For installation instructions, see the webMethods CloudStreams Provider Installation Guide available
on the Software AG Documentation website.

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webMethods CloudStreams Provider for ServiceNow Installation and User’s Guide

Managing CloudStreams Connectors

You can manage the CloudStreams connectors using Integration Server Administrator. You must do
the following tasks to prepare to configure connectors.
To prepare to configure a connector
1. Install webMethods Integration Server, webMethods CloudStreams server, and webMethods
CloudStreams Provider for ServiceNow on the same machine. For details, see the Installing
Software AG Products guide and Installing and Uninstalling CloudStreams Provider for
ServiceNow.
2. Ensure that you have webMethods administrator privileges so that you can access the
CloudStreams connector administrative screens. For information about setting user privileges, see
webMethods Integration Server Administrator’s Guide.
3. Start Integration Server and Integration Server Administrator if they are not already running.
4. Using Integration Server Administrator, ensure that the cloud connector packages are enabled.
See webMethods Integration Server Administrator’s Guide for instructions.

Enabling CloudStreams Connectors

You must enable a CloudStreams connector before you can create and manage cloud connections to
integrate with the connector's SaaS provider. You enable CloudStreams connectors using Integration
Server Administrator.

Note: By default, all CloudStreams connectors are enabled.

To enable a cloud connector
1. In Integration Server Administrator, go to Solutions > CloudStreams > Providers.
2. Click the name of your cloud application provider, for example, ServiceNow.
3. On the Connectors screen, click No in the Enabled column for the connector you want to enable.
Integration Server Administrator enables the connector and displays Yes in the Enabled column.

Disabling CloudStreams Connectors

You can disable CloudStreams connectors using Integration Server Administrator. You need to disable
a connector before you can configure its properties or delete it.
To disable a cloud connector
1. In Integration Server Administrator, go to Solutions > CloudStreams > Providers.
2. Click the name of your cloud application provider, for example, ServiceNow.
3. On the Connectors screen, click Yes in the Enabled column for the connector you want to disable.
Integration Server Administrator disables the connector and displays No in the Enabled column.

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Deleting CloudStreams Connectors

You can delete CloudStreams connectors using Integration Server Administrator.

Important! If you delete a connector, you can restore it only by reinstalling the connector as
described in Installing and Uninstalling CloudStreams Provider for ServiceNow.
To delete a cloud connector
1. In Integration Server Administrator, go to Solutions > CloudStreams > Providers.
2. Click the name of your cloud provider, for example, ServiceNow.
3. On the Connectors screen, ensure that the connector is disabled. To disable the connector, click
Yes in the Enabled column.
4. Click the icon in the Delete column for the connector you want to delete.
Integration Server Administrator deletes the connector.

Configuring the Properties of CloudStreams Connectors

You can configure optional properties of a connector.

To configure the properties of a connector
1. In Integration Server Administrator, go to Solutions > CloudStreams > Providers.
2. Click the name of the cloud application provider you require, for example, ServiceNow.
3. On the Connectors screen, disable the connector you want to configure by clicking yes in the
Enabled column for that connector.
4. On the Connectors screen, click the icon in the Configure column.
5. On the Connector Configuration screen that appears, set the available properties for the
connector as desired and click Save.
The properties are as follows:

Property Description

Show connector Hides/shows the document type packages that CloudStreams generated from
document the provider's WSDL or XSD.
packages
• False (default): Hides the document type packages in the Software AG
Designer user interface.
• True: Shows the document type packages in the Software AG Designer
user interface. You might want to show the document type packages
during the development/testing phase for debugging purposes.

6. To view other details about the connector, click the icon in the View column on the Connectors
screen.
The property settings take effect immediately.

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Managing Cloud Connections

You can create and manage the cloud connections for each CloudStreams connector using Integration
Server Administrator. You must do the following tasks to prepare to configure connections.
To prepare to configure a connection
1. Install webMethods Integration Server, webMethods CloudStreams, and the CloudStreams
connectors on the same machine. For details, see Installing Software AG Products document and
Installing and Uninstalling CloudStreams Provider for ServiceNow.
2. Ensure that you have webMethods administrator privileges so that you can access the
webMethods CloudStreams connector administrative screens. For information about setting user
privileges, see webMethods Integration Server Administrator’s Guide.
3. Start Integration Server and Integration Server Administrator if they are not already running.
4. Using Integration Server Administrator, ensure that the CloudStreams connector packages are
enabled. See webMethods Integration Server Administrator’s Guide for instructions.
5. Using Software AG Designer, create a user-defined package to contain connections, if you have
not already done so. See webMethods Service Development Help for instructions.

Creating Cloud Connections

You can create cloud connections for the installed and enabled CloudStreams connectors using
Integration Server Administrator. For information about how to prepare for creating cloud
connections, see Managing Cloud Connections.
To create a connection
1. In Integration Server Administrator, go to Solutions > CloudStreams > Providers.
2. Click the name of the cloud application provider you require, for example, ServiceNow.
3. In the Connector Name column on the Connectors screen, click the name of the CloudStreams
connector for which you want to create a connection.
4. On the Connections screen, click Configure New Connection.
5. On the Configure Connection screen, select in which view you want to create the connection:
• Basic view: This is the default view. Use this view to configure the standard parameters for a
cloud connection.
• Advanced view: Use this view to configure additional and optional parameters for a cloud
connection.

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6. On the Connections page, complete the following standard parameters:

Section Field Connection Description
Type

Connection: Package The package in which to create the

Details connection. You must create the
package using Software AG Designer
before you can specify it using this
parameter. For general information
about creating and managing
packages, see the webMethods
Service Development Help.
By default, the connection is created
in the Integration Server Default
package.
Note: It is recommended that you
configure the connection in a user-
defined package. The custom
package that you create must have a
dependency on the WmCloudStreams
package.

Connection Type Some SaaS application providers of-

fer multiple authentication options
to access their backend APIs (for ex-
ample, Salesforce CRM v44, Service-
Now). The connector developer
needs to create a connector for each
authentication scheme. For example,
one connector for basic authentica-
tion and another connector for OAuth
2.0 authentication and another con-
nector for OAuth 2.0 JWT.

From this release on, a connector

developer can build a single con-
nector that supports multiple au-
thentication schemes. You can then
select different connection types for
the same connector and for the same
back end from the connection con-
figuration page in Integration Server
Administrator.
Connection Connection for the ServiceNow back
Type: end using the basic authentication
ServiceNow mechanism.
Credentials
Basic authentication is the default
authentication type selected.

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Section Field Connection Description

Type

Connection Connection for the ServiceNow back

Type: end using OAuth V2.0 authentication
ServiceNow mechanism.
Authorization
Code Flow Note: This Connection Type is
enabled from the Kingston Version

Folder Name The folder in which to create the

connection. When the folder does
not already exist in the package,
Integration Server creates the folder
automatically.

Connection Name The name of the new connection.

Connection names cannot have
spaces or use special characters
reserved by Integration Server or
Software AG Designer. For more
information about the use of special
characters in package, folder, and
element names, see the webMethods
Service Development Help.

Connection Groups: Server URL The login endpoint to initiate

Connection communication with the SaaS
provider.
For example, a typical Server URL is
shown below:
[Link]
now. com
Where <instance_name> represents
the actual instance name.

Connection Groups: Username Connection The name of the user account on the
Credentials Type: SaaS provider that the connection
ServiceNow will use to connect to the SaaS
Credentials provider.

Password The password for the user name

provided in the Username field.

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Section Field Connection Description

Type

Authorization Type The type of HTTP authorization

scheme to use for the connection.
The CloudStreams Provider for
ServiceNow supports HTTP Basic
authentication.

Connection Consumer ID Connection Consumer Key received from the

Groups: OAuth Type: app. This is a mandatory field.
V2.0(Authorization ServiceNow
Code Flow)
Authorization
Code Flow Consumer Secret received from the
Consumer Secret
app. This is a mandatory field.

AccessToken
In order to generate an access token,
select a link on right top of the
Connection Groups ‘Generate Access
Token‘, a new window will pop up
asking for Consumer Id, Consumer
secret. Provide the details to get
access token generated.

Connection Groups: Element Character The encoding to use for the HTTP
Protocol Set message components, such as
request line and headers.
Default: US-ASCII

Strict Transfer Whether the connection validates

Encoding the HTTP Transfer Encoding header.
Valid values:
True: The connection validates the
Transfer Encoding header and returns
an error when the header is invalid.
False: The connection does not
validate the Transfer Encoding
header.
Default: false

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Section Field Connection Description

Type

Connection Enable Connection Whether connection pooling is

Management Pooling enabled for a connection. Valid
Properties values:
• true: Connection pooling is
enabled for this connection.
• false: Connection pooling is
disabled for this connection.
Default: true

Initial Pool Size The minimum number of connection

objects that remain in the
connection pool at all times, if
connection pooling is enabled. When
the connector creates the pool, it
creates this number of connections.
Default: 1

Maximum Pool Size The maximum number of connection

objects that can exist in the
connection pool if connection pooling
is enabled. When the connection
pool has reached its maximum
number of connections, the
connector will reuse any inactive
connections in the pool, or, if all
connections are active, it will wait
for a connection to become
available.
Default:10

Pool Increment Size The number of connections by which

the pool will be incremented, up to
the maximum pool size, if connection
pooling is enabled and connections
are needed.
Default:1

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Section Field Connection Description

Type

Block Timeout The number of milliseconds that

(msec) Integration Server will wait to obtain
a connection with the SaaS provider
before the connection times out and
returns an error.
For example, you have a pool with
Maximum Pool Size of 20. If you
receive 30 simultaneous requests for
a connection, 10 requests will be
waiting for a connection from the
pool. If you set the Block Timeout to
5000, the 10 requests will wait for a
connection for 5 seconds before they
time out and return an error. If the
services using the connections
require 10 seconds to complete and
return connections to the pool, the
pending requests will fail and return
an error message stating that no
connections are available.
If you set the Block Timeout value
too high, you may encounter
problems during error conditions. If a
request contains errors that delay
the response, other requests will not
be sent. This setting should be tuned
in conjunction with the Maximum
Pool Size to accommodate such
bursts in processing.
Default: 1000

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Section Field Connection Description

Type

Expire Timeout The number of milliseconds that an

(msec) inactive connection can remain in
the pool before it is closed and
removed from the pool, if connection
pooling is enabled.
The connection pool will remove
inactive connections until the
number of connections in the pool is
equal to the Initial Pool Size. The
inactivity timer for a connection is
reset when the connection is used by
the connector.
This setting should be tuned in
conjunction with the Initial Pool Size
to avoid excessive opening/closing of
connections during normal
processing.
Default: 1000

Startup Retry Count The number of times that the system

should attempt to initialize the
connection pool at startup if the
initial attempt fails.

Note: The retry mechanism is

invoked only when the connection is
configured correctly, but the target
server URL cannot be reached or a
network issue occurs while
attempting to initialize the
connection.

Default: 0 (a single attempt)

Startup Backoff The number of seconds that the

Timeout (sec) system should wait between
attempts to initialize the connection
pool. This value is ignored if Startup
Retry Count is 0.
Default: 10

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Section Field Connection Description

Type

Session Management The type of timeout for the

connection session. Select the type
of session management that fits the
requirements of your SaaS provider
backend. It is recommended that
you set this field to idle if you want
the CloudStreams server to manage
the session.
Valid values:
• none: The CloudStreams server
does not manage session timeout.
The session times out based on
the settings of the SaaS provider
backend.
• idle: If no activity happens for
the time specified in Session
Timeout, the session times out.
If the session is not idle (it is
used actively), the session will
not timeout. The CloudStreams
server takes into account the idle
timeout. For example, if the
session is idle for the time
specified in Session Timeout, the
server renews the session before
making the service call.
• fixed: The session will timeout at
a fixed time interval (specified in
Session Timeout) irrespective of
the session usage or current
activity. The CloudStreams server
renews the session as soon as the
fixed timeout value expires.
• auto: For OAuth v2.0 based
connectors, if a connector uses
an OAuth 2.0 back end that sends
the "expires_in" data, the "auto"
option must be selected for a
connection. In this scenario,
Session Timeout is not
applicable.
The default value is None.

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Section Field Connection Description

Type

Session Timeout The maximum number of minutes a

(min) session can remain active (in other
words, how long you want the server
to wait before terminating a
session). The value should be equal
to the session timeout value
specified at the SaaS provider
backend.

7. If you selected Advanced view, complete the following fields in addition to the fields you
configured in the Basic view:
Important! If you do not want to use the Advanced view, skip this step, and continue with step 8.

Section Field Description

Connection Connection Timeout The number of milliseconds a connection waits

Groups: before canceling its attempt to connect to the
Connection resource. If you specify 0, the connection waits
indefinitely.

Important! It is recommended that you specify a

value other than 0 to avoid using a socket with no
timeout.

Default: 30000

Socket Read Timeout The number of milliseconds in which the client

must read a response message from the server. If
you specify 0, the connection waits indefinitely.

Important! It is recommended that you specify a

value other than 0 to avoid using a socket with no
timeout.

Default: 30000

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Section Field Description

Use Stale Checking Whether the connection performs additional

processing to test if the socket is still functional
each time the socket is used.
Valid values:
• true: The connection tests the socket.
• false: The connection does not test the
socket.
Note: The additional testing of the socket adds a
little performance overhead.

Default: false

Connection Retry Count The number of times the system should attempt
to initialize the connection at startup if the initial
attempt fails.
The system retries to establish a connection when
an I/O error occurs while sending the request
message to the backend. If an I/O exception
occurs when the system is reading a response back
from the backend, the system will only retry if
Retry on Response Failure is set to true.
Default: 1

Retry on Response Failure Whether the system should attempt to resend the
request when the response has failed, even
though the request was sent successfully. Valid
values:
• true: The system attempts to reestablish the
connection.
• false: The system does not attempt to re-
establish the connection.
Default: false

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Section Field Description

Use TCP NoDelay Whether to use algorithm to reduce the number of

packets that need to be sent over the network.
Valid values:
• true: Do not optimize the bandwidth
consumption.
• false: Use Nagle’s algorithm to optimize the
socket usage.
Default: false

Socket Linger The number of seconds before a client socket

closes. Valid values:
• -1: Use the Java VM default.
• 0: Close the socket connection immediately.
• n > 0: Wait for n seconds before closing the
socket connection.
Default: -1

Socket Buffer Size The size of the read and write socket buffers in
bytes.
Default: 8192

Socket Reuse Address Whether the socket will be reused even if it is in

the TIME_WAIT state because of a previous socket
closure.
Valid values:
• true: The socket will be reused.
• false: The socket will not be reused.
Default: false

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Section Field Description

Proxy Server Alias The alias name of an enabled proxy server

configuration on Integration Server that will be
used to route the connection.

Note: When the corresponding proxy server

configuration on Integration Server is updated, the
changes are detected automatically. You do not
need to re-enable the connection to use the
updated proxy server configuration.

Trust Store Alias The alias name of an Integration Server trust store
configuration. The trust store contains trusted
certificates used to determine trust for the
remote server peer certificates.

Note: Setting the Integration Server

[Link]
property to “true” overrides the value in this
field. In this case, the server will trust all remote
server peer certificates. If you want to use the
Trust Store Alias field, set the Integration Server
[Link]
property to “false”.

Hostname Verifier The fully qualified classname of the Apache

X509HostnameVerifier interface.
Default:
[Link]
er
When you configure strict hostname enforcement,
the connection verifies whether the server
certificate matches the server host. If you do not
specify a value in this field, the connection uses
[Link]
meVerifier, which disables hostname
enforcement.

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Section Field Description

Connection Preemptive Auth Whether authentication credentials are included

Groups: when sending a request.
Credentials
Valid values:
• true: Basic authentication credentials are
included when sending requests.
• false: Authentication credentials are not
included when sending requests.
Default: false

Note: When this field is set to false, no

Authorization header is sent with the initial
request. However, if the server returns a security
challenge, the Authorization header is included
when resending the request.

Domain Name Not applicable for ServiceNow.

Keystore Alias Not applicable for ServiceNow.

Client Key Alias Not applicable for ServiceNow.

Connection HTTP Content Character Set The encoding to use for the HTTP request
Groups: message.
Protocol
Default: ISO-8859-1

HTTP Protocol Version The version of the HTTP transport protocol that
the connection will use.
Valid values:
• HTTP/0.9
• HTTP/1.0
• HTTP/1.1
Default: HTTP/1.1

User Agent The name of the client that the connection

includes in the HTTP User-Agent request header to
identify the origin of the request.
Default: CloudStreams

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Section Field Description

Use Expect Continue Whether to use the Expect/Continue HTTP/1.1

handshake and send the Expect request header.
When the client sends the Expect request header,
the client waits for the server to confirm that it
will accept the request before the client sends the
request body.
Valid values:
• true: Use the Expect/Continue handshake.
• false: Do not use the Expect/Continue
handshake.
Default: false

Wait for Continue Time The number of milliseconds that the client
connection should wait for a 100 Continue
response from the server when the
Expect/Continue handshake is used.
Default: 3000

Use Chunking Whether to use HTTP/1.1 chunking with a chunk

size that matches the socket buffer size.
Valid values:
• true: Use HTTP/1.1 chunking.
• false: Do not use HTTP/1.1 chunking.
Default: false

Follow Server Redirects Whether the connection follows server redirects.

Valid values:
• true: The connection follows server redirects.
• false: The connection does not follow server
redirects.
Default: true

Server Redirect Maximum The number of times to allow a request to be

Tries redirected, before the server returns an I/O
exception to the client.
Default: 5

8. Click Save.

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You must enable a cloud connection before you can use it. For information about how to enable a
connection, see Enabling Cloud Connections.

Enabling Cloud Connections

You must enable a cloud connection before you can use the CloudStreams connector associated with
the cloud connection to create cloud connector services and integrate with the cloud application
provider. You enable cloud connections using the Integration Server Administrator.

Note: When you reload a package that contains enabled connections, the connections will be
automatically enabled when the package reloads. If the package contains connections that are
disabled, they will remain disabled when the package reloads.
To enable a connection
1. In Integration Server Administrator, go to Solutions > CloudStreams > Providers.
2. Click the name of the cloud application provider you require, for example, ServiceNow.
3. On the Connectors screen, click the Connector Name for the CloudStreams connector whose
connection you want to enable.
4. On the Connections screen, click No in the Enabled column for the connection you want to
enable.
Integration Server Administrator enables the adapter connection and displays Yes in the Enabled
column.

Viewing Cloud Connections

You can view cloud connections and each connection’s parameters from the Integration Server
Administrator.

Note: You can also view this information from the cloud connection editor in the Service
Development perspective in Software AG Designer.
To view a connection
1. In the Integration Server Administrator, go to Solutions > CloudStreams > Providers.
2. Click the name of the cloud application provider you require, for example, ServiceNow.
3. On the Connectors screen, click the Connector Name for the CloudStreams connector whose
connection you want to view.
4. On the Connections screen, click the icon in the View column for the connection you want to
view.
5. On the View Connection screen, select in which view you want to view the connection
parameters:
• Basic view: This is the default. Use it to view the standard parameters for a cloud connection.
• Advanced view: To view additional parameters for a cloud connection, click the Advanced view
link.

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The View Connection screen displays the parameters for the connection. For descriptions of the
connection parameters, see the table of parameters in Creating Cloud Connections.

6.3.1 Sorting and Filtering Connections

You can sort and filter the list of connections that appears on the Connections screen.
To sort and filter connections
1. To sort information on the Connections screen, click the Up and Down arrows in each column.
2. To filter the list of connections:
a. On the Connections screen, click Filter Connections.
b. Type the criterion by which you want to filter, into the Filter criteria box. Filtering is based
on the connection alias. To locate all connections containing specific alphanumeric
characters, use asterisks (*) as wildcards. For example, if you want to display all connections
containing the string “abc”, type *abc* in the Filter criteria box.
c. Click Search. The Connections screen displays the connections that match the filter criteria.
d. To redisplay all connections, click Show All Connections.
The Connections screen appears, listing all the current connections.

Disabling Cloud Connections

You can disable cloud connections when you want to edit or delete them using the Integration Server
Administrator.
To disable a connection
1. In the Integration Server Administrator, go to Solutions > CloudStreams > Providers.
2. Click the name of the cloud application provider you require, for example, ServiceNow.
3. On the Connectors screen, click the Connector Name for the CloudStreams connector whose
connection you want to disable.
4. On the Connections screen, click Yes in the Enabled column for the connection you want to
disable.
5. Integration Server Administrator disables the connection and displays a No in the Enabled
column.

Editing Cloud Connections

If a connection parameter changes, or if you want to redefine parameters that a connection uses
when connecting to a cloud application provider, you can update a connection’s parameters using
the Integration Server Administrator.
To edit a connection
1. In Integration Server Administrator, go to Solutions > CloudStreams > Providers.
2. Click the name of the cloud application provider you require, for example, ServiceNow.

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3. On the Connectors screen, click the Connector Name for the CloudStreams connector whose
connection you want to edit.
4. Ensure that the connection is disabled before editing. To disable the connection, click Yes in the
Enabled column. The Enabled column now shows No (disabled) for the connection.
5. On the Connections screen, click the Edit icon for the connection you want to edit. The Edit
Connection screen displays the current parameters for the connection. Select the view in which
you want to edit and update the connection’s parameters by typing or selecting the values you
want to specify.
For descriptions of the connection parameters, see Creating Cloud Connections.
6. Click Save Changes.

Dynamically Changing a Cloud Service's Connection at Run Time

You can dynamically select the cloud connection a cloud service uses, to interact with a cloud
application. You can run a cloud service using a cloud connection other than the default connection
that was associated with the cloud service when the service was created. This feature enables one
cloud service to interact with multiple, similar cloud applications.
To override the default cloud connection, you must code your flow to pass a value through the
pipeline into a service's $connectionAlias field.

Copying Cloud Connections

You can copy an existing cloud connection to configure a new connection with the same or similar
connection properties without having to retype all of the properties for the connection. You copy
cloud connections using the Integration Server Administrator.
To copy a connection
1. In Integration Server Administrator, go to Solutions > CloudStreams > Providers.
2. Click the name of the cloud application provider you require, for example, ServiceNow.
3. On the Connectors screen, click the Connector Name for the CloudStreams connector whose
connection you want to copy.
4. On the Connections screen, click the Copy icon for the connection you want to copy. The Copy
Connection screen displays the current parameters for the connection you want to copy.
5. Name the new connection, specify a package name and folder name, and edit any connection
parameters as needed by typing or selecting the values you want to specify.
Note: When you copy a connection, the new connection does not save the password of the
original connection. You must enter the password before you can save the new connection.

For descriptions of the connection parameters, see Creating Cloud Connections.

6. Click Create.

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Deleting Cloud Connections

You can delete cloud connections using the Integration Server Administrator.

Note: When you delete a connection, you will not receive a warning if the connection is being used
or referenced by any existing ServiceNow cloud service.
To delete a connection
1. In the Integration Server Administrator, go to Solutions > CloudStreams > Providers.
2. Click the name of the cloud application provider you require, for example, ServiceNow.
3. On the Connectors screen, click the Connector Name for the CloudStreams connector whose
connection you want to delete.
4. Make sure that the connection is disabled before deleting. To disable the connection, click yes in
the Enabled column. The Enabled column now shows No (disabled) for the connection.
5. Click the Delete icon for the connection you want to delete.
Integration Server deletes the cloud connection.

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Managing Cloud Connector Services

You can create and manage cloud connector services using Software AG Designer. Before you create
a cloud connector service, ensure that the CloudStreams connector associated with your desired
cloud application provider is installed. Also ensure that a cloud connection pool is created for that
connector.
If you are working with a SOAP-based provider, you should create at least one cloud connector
service for each operation defined in the cloud connector descriptor. The operations contain a
reference to a SOAP operation, defined in the connector’s WSDL. For more information about SOAP
operations, see CloudStreams ServiceNow Enterprise Service Management Connector (Calgary) and
CloudStreams ServiceNow Enterprise Service Management Connector (Geneva).
If you are working with a REST based provider, you should create at least one cloud connector
service for each resource defined in the cloud connector descriptor. The resources contain a
reference to REST resource defined by the SaaS provider. For more information about REST
resources, see CloudStreams ServiceNow Enterprise Service Management Connector (Helsinki),
CloudStreams, ServiceNow Enterprise Service Management Connector (Istanbul), CloudStreams
ServiceNow Enterprise Service Management Connector (Kingston), CloudStreams ServiceNow
Enterprise Service Management Connector (Orlando), CloudStreams ServiceNow Enterprise Service
Management Connector (Paris) and CloudStreams ServiceNow Enterprise Service Management
Connector (San Diego).

Creating a Cloud Connector Service

You can create a cloud connector service using Software AG Designer.

To create a cloud connector service
1. Open the Service Development perspective in Software AG Designer if it is not already open.
2. Navigate to and expand the package in which you want the cloud connector service to reside.
Right-click the folder in which you want to create the service and select New > Cloud Connector
Service.
Software AG Designer displays the New Cloud Connector Service wizard.
3. On the Cloud Connector Service page of the wizard, in the Element name field, type the name
you want to assign to the cloud connector service and click Next.
4. On the Connector page of the wizard, select the CloudStreams Connector associated with the
cloud application provider you want to access and click Next.
Tip! If the list of available connectors is long and you know the name of the connector you want
to use, you can locate the connector quickly by typing its name in the box below Available
Connectors. You can also use this technique when selecting the connection pool and service in
the next steps.

5. On the Connection Pool page of the wizard, select the connection pool for connecting to the
cloud application provider and click Next.

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6. On the Select Service page of the wizard, select the cloud virtual service that you want the
cloud connector service to invoke.
Note: If only one cloud virtual service is available to select, this page will not appear.

7. Click Finish.
Software AG Designer creates the cloud connector service and displays the service details in the
cloud connector service editor.
8. Edit the cloud connector service as follows:
For this type of provider... Follow the steps described in...

SOAP-based Editing a Cloud Connector Service for a SOAP-Based Provider

REST-based Editing a Cloud Connector Service for a REST-Based Provider

Editing a Cloud Connector Service for a SOAP-Based Provider

Editing a cloud connector service for a SOAP-based provider consists of specifying the operation, the
business object associated with the operation, the headers to include in the service, the
input/output signature that determines how the user interacts with the service, optional parameters
to include in the input/output signature, and descriptive comments or usage notes, if any. You edit a
cloud connector service using the service editor in Designer.
Keep the following points in mind when editing a cloud connector service:
• Before you edit a cloud connector service, create the service as described in Managing Cloud
Connector Services.
• WebMethods CloudStreams provides a default connector virtual service for policy
enforcements, called [Link]. If this service does not meet the needs of
your CloudStreams project, ensure that an appropriate connector virtual service has been
created for your project. For more information about CloudStreams connector virtual
services, see the Administering webMethods CloudStreams document.
• In pipeline, document, and input/output validation, the data validation applies constraints to
its variables. Constraints are the restrictions on the structure or content of variables. For
more information about icons for constrained variables, see Viewing the Constraints Applied
to Variables.
To edit a cloud connector service for a SOAP-based provider
1. Open Designer if it is not already open.
2. Navigate to and open the cloud connector service you created in Creating a Cloud Connector
Service.
The service opens in the cloud connector service editor.
3. On the Operation tab, from the Connector Virtual Service list, select the connector virtual
service to be used for policy enforcement.
For more information about CloudStreams connector virtual services, see the Administering
webMethods CloudStreams document.

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4. To configure the operation, business object, fields, and data types of fields, click next to
Operation. Designer displays the Operation and Business Object Configuration wizard.
a. Select the operation you want the cloud connector service to execute, and then click next.
When you change an operation, Designer clears all the metadata that were associated with
the previously selected operation, including the headers, parameters, and data types of
fields. You can select the metadata that the updated operation requires in the next steps.
For more information about SOAP operations, see CloudStreams ServiceNow Enterprise Service
Management Connector (Calgary) and CloudStreams ServiceNow Enterprise Service
Management Connector (Geneva).
Note: Designer displays the appropriate pages of the Operation and Business Object
Configuration wizard depending on whether the selected operation requires metadata, such
as a business object, fields, and data types of fields.

b. In the Select the Business Object page, select a business object and click next.
c. In the Select Fields page, specify the fields or parameters to use in the request/response
body for the object.
The mandatory fields or parameters for the business object are selected by default, and
cannot be cleared.
d. You can add new custom fields by clicking and entering the custom field details in the
Add a new custom field dialog box. You can add custom fields only for the operations that
support custom fields. Custom field names should be unique within the available fields. While
adding a custom field as the child of another custom field, the field name must be unique
among all the children of the parent field. The following table lists the different toolbar
buttons available in the Select Fields page:
Select... To...

Collapses all of the expanded fields

Adds a new custom field

Edits a custom field

Deletes a custom field

Moves a custom field down in the list

Moves a custom field up in the list

Promotes a custom field in the hierarchy, that is, moves the field one level up in
the hierarchy

Demotes a custom field in the hierarchy, that is, makes the selected custom field
a child of the preceding parent custom field

e. If you want to configure concrete types for the abstract types in the operation you selected,
click Next. If the operation you selected does not have any abstract type field, click Finish.

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f. In the Configure Data Types of Fields page, select a value from the list of values next to the
abstract type to configure concrete types for the abstract types in the operation.
g. Click Finish. Designer displays a confirmation message. Click OK to update the operation.
Designer replaces the existing operation and associated metadata with the updated or default
information.
5. On the Headers tab, do the following:
a. To include a header as part of the service signature, select the Active check box next to the
header.
b. To specify a default value for the header variable, click the Default Value box next to the
variable and type or paste a default value. If the variable is null in the input pipeline, this
default value will be used at run time. The value given at run time always takes precedence
over the default value. However, if the existing default value is of type fixed default, the
koverwrite will fail.
c. Repeat the above steps in the Output section of the tab to select the SOAP headers whose
contents you want to add to the service’s output pipeline.
Note: If the operation you selected on the Operation tab has mandatory headers, Designer
displays those headers in grey. You cannot edit or delete a mandatory header.

6. If the operation you selected has predefined input parameters (for example, the Query and
QueryAll operations have the where and limit parameters), you can configure them on the
Parameters tab as follows:
a. To specify a default value for a parameter, click the Default Value box next to the
parameter. Then, type or paste a default value. If the variable is null in the input pipeline,
this default value will be used at run time. The value given at run time always take
precedence over the default value. However, if the existing default value is of type fixed
default, the overwrite will fail.
b. If a predefined parameter is not mandatory, you can activate/de-activate the parameter by
clicking the Active check box.
If a predefined parameter is mandatory, Designer displays the parameter in gray and the
Active check box is selected. You cannot de-activate or delete a mandatory parameter.
7. If you want to add other parameters to the service signature, such as variables to be replaced at
run time with a user’s input, do the following on the Parameters tab:
a. Click .
b. Assign a name to the new parameter. If you want to rename the parameter later, click its
name and type a new name.
c. To specify a default value for the parameter, click the Default Value box next to the
parameter. Then, type or paste a default value. If the variable is null in the input pipeline,
this default value will be used at run time. The value given at run time always takes
precedence over the default value. However, if the existing default value is of type fixed
default, the overwrite will fail.
d. You can activate/de-activate the parameter by clicking the Active check box, or you can
delete it by selecting the parameter and clicking .

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e. To move a parameter up in the list, select the parameter and click . To move a parameter
down in the list, select the parameter and click .
8. On the Input/Output tab, do the following:
a. To have the server validate the input to the service against the service input signature, select
the Validate input check box.
b. To have the server validate the output to the service against the service output signature,
select the Validate output check box.
c. Review the service’s input and output signature and make any necessary changes as follows:
To change the... Go to the...

Virtual service name, operation, business object, fields, and data Operation tab
types of fields

List of headers in the requestHeaders or responseHeaders sections, or Headers tab

their default values

List of parameters in the parameters section, or their default values Parameters tab

The requestBody and responseBody sections are derived from the operation you selected on the
Operation tab. The value of $connectionAlias is derived from the connection pool you specified when
you first created the cloud connector service. The fault section is derived from the operation
response. You cannot change these values in the editor.
9. On the Logged Fields tab, do the following:
a. Select the check boxes next to the fields you want to log at run time.
b. If you want to create an alias for a logged field to make it easier to locate in Designer, click
the Alias box next to a field and type the alias name.
For more information about logged fields, see the section on logging input and output fields in
Designer.
10. On the Summary tab, review the details about the cloud connector service.
11. On the Comments tab, enter descriptive comments or usage notes, if any.
12. Click File > Save to save your changes.

Editing a Cloud Connector Service for a REST-Based Provider

Editing a cloud connector service for a REST-based provider consists of specifying the resource, the
type of processing for requests or responses, the headers to include in the service, the input/output
signature that determines how the user interacts with the service, default values for parameters
included in the input/output signature, and descriptive comments or usage notes, if any. You can
edit a cloud connector service using the service editor in Designer.
Keep the following points in mind when editing a cloud connector service:
• Before you edit a cloud connector service, create the service as described in Creating a Cloud
Connector Service.

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• webMethods CloudStreams provides a default connector virtual service for policy

enforcements, called [Link]. If this service does not meet the needs of
your CloudStreams project, ensure that an appropriate connector virtual service has been
created for your project. For more information about CloudStreams connector virtual
services, see Administering webMethods CloudStreams.
• In pipeline, document, and input/output validation, the data validation applies constraints to
its variables. Constraints are the restrictions on the structure or content of variables. For
more information about icons for constrained variables, see Viewing the Constraints Applied
to Variables.
To edit a cloud connector service for a REST-based provider
1. Open Designer if it is not already open.
2. Navigate to and open the cloud connector service you created in Creating a Cloud Connector
Service. The service opens in the cloud connector service editor.
3. On the Resource tab, do the following:
a. From the Connector Virtual Service list, select the connector virtual service to be used for
policy enforcements. For more information about CloudStreams connector virtual services,
see the Administering webMethods CloudStreams document.
b. Click next to Resource Name. On the Resource Details dialog box, select the REST
resource you want the cloud connector service to process, and then click OK.
On the Resource tab, Designer displays the resource name and description, the HTTP
method used to process the REST resource, and the path showing the location in which the
resource file resides. For more information about REST resources, see CloudStreams
ServiceNow Enterprise Service Management Connector (Helsinki), CloudStreams
ServiceNow Enterprise Service Management Connector (Istanbul), CloudStreams
ServiceNow Enterprise Service Management Connector (Kingston), CloudStreams
ServiceNow Enterprise Service Management Connector (Orlando), CloudStreams
ServiceNow Enterprise Service Management Connector (Paris) and ServiceNow Enterprise
Service Management Connector (San Diego).
c. In the Request Processing section, select an appropriate parsing type. The parsing type
determines how the service accepts the input.
Option Meaning

Document Builds the request message as an IS document type. Select this option when
the provider’s XML file includes a schema or specification describing the
content of the request.

Binary Stream Builds the request message as a binary stream. Select this option when you
expect the pipeline to contain an input stream for which no document type
exists or when it is not practical to provide a schema description of the
content.
For example, the content that is posted for the [Link]
“createBatch” resource has a complex structure of fields and rows. A batch
of new accounts can be created, and each account can have dozens of
fields with precise formatting requirements (for example, date fields).
Attachments can even be included in the batch file. The stream option is

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Option Meaning
the best option for this type of resource.

Note: If the resource you selected does not contain any requests, this list is not available.

d. In the Request Processing section, select an appropriate serialization type. The serialization
type constructs the cloud connector service’s input signature and determines how
CloudStreams should serialize the request data to the cloud provider.

Option Meaning

application/xml Formats the request message in XML. Select this

option for REST XML service calls that include a
message body with the request.

application/x-www-form-urlencoded Formats the request message using the default HTML

Form content type. Select this option for REST XML
service calls that do not have a message body.

application/json Formats the request message using JSON notation.

Stream Builds the request message as a binary stream.

Note: If the resource you selected has no request message body to send, this list is not available.

e. In the Response Processing section, select an appropriate parsing type. The parsing type
determines how CloudStreams takes the response data from the cloud provider.
Option Meaning

application/xml Builds the response message in XML. Select this option

for REST XML service calls that include a message
body with the response.

application/x-www-form-urlencoded Builds the response message using the default HTML

Form content type. Select this option for REST XML
service calls that do not have a message body.

application/json Builds the response message using JSON notation.

Stream Builds the response message as a binary stream.

Note: If the resource you selected does not contain any responses, this list is not available.

f. In the Response Processing section, select an appropriate serialization type. The serialization
type constructs the cloud connector service’s output signature and determines how the cloud
connector service should return data to the user.
Option Meaning

Document Formats the response message as an IS document type. Select this option
when the provider’s XML file includes a schema or specification describing
the content of the response.

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Option Meaning

Binary Stream Formats the response message as a binary stream. Select this option when
you expect the pipeline to contain an output stream for which no document
type exists or when it is not practical to provide a schema description of
the content.

Note: This option works in conjunction with the response’s parsing type
property. If you select Stream as the response’s serialization type, Designer
also selects Stream as the response’s parsing type.

Note: If the resource you selected does not contain any responses, this list is not available.

4. On the Headers tab, Designer displays the default HTTP transport headers for the resource,
along with their default values. At run time, while processing the headers, CloudStreams
substitute values as necessary, for example, replaces the [Link] value in the X-
SFDC-Session header with the actual runtime session ID. In order to customize the headers, do
the following:
a. To specify a default value for the header variable, click the Default Value box to the right
of the variable and type or paste the new value. If the variable is null in the input
pipeline, this value will be used at run time. If the variable has an existing default value
defined in the Cloud Connector Descriptor, this value will overwrite the existing value at
run time. However, if the existing default value is of type fixed default, overwrite will fail
as mentioned earlier.
b. To add a custom header to the service’s input pipeline, in the Input section of the tab,
click . Type a name for the header and provide a default value if desired.
c. To move a header up in the list, select the header and click . To move a header down in
the list, select the header and click .
d. To include a header as part of the service signature, select the Active check box next to
the header.
e. To delete a custom header that you added, select the header and click .
Note: You cannot delete the resource’s required headers.

f. Repeat the above steps in the Output section of the tab to select the HTTP transport
protocol headers whose contents you want to add to the service’s output pipeline.
Note: A provider’s response headers appear in the pipeline signature only if they are added as
active output headers in the Output section. Any unspecified headers returned by the native
provider will not be included in the pipeline.

5. On the Parameters tab, Designer displays the configured resource parameters. In order to
customize the parameters, do the following:
a. Review the details about the resource parameters. Designer displays the parameter name and
description, the data type used to represent the kind of information the parameter can hold,

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the parameterization style of the request, and the dynamic default value needed to access
the resource.
Currently, three parameter styles are supported: URI_CONTEXT, QUERYSTRING_PARAM, and
CFG_PARAM.
For more information about the supported parameter styles, see the section Understanding
REST Parameters in the Administering webMethods CloudStreams document.
b. To specify a default value for the parameter, click the Default Value box to the right of the
parameter. Then, type or paste the default value. The default value is used at run time, if
the parameter value is not explicitly specified in the input pipeline. Also, this default value
will overwrite any existing default value that is defined in the Cloud Connector Descriptor, at
run time. However, if the existing default value is of type fixed default, overwrite will fail as
mentioned earlier.
Note: You cannot specify a default value for a parameter with data type as Record.

6. On the Input/Output tab, do the following:

a. To have the server validate the input to the service against the service input signature,
select the Validate input check box.
b. To have the server validate the output to the service against the service output signature,
select the Validate output check box.
c. Review the service’s input and output signature and make any necessary changes as
follows:
To change the... Go to the...

List of headers in the requestHeaders or responseHeaders section, or Headers tab

their default values

Default value of a parameter in the parameters section, or their Parameters tab

default values

The requestBody and responseBody sections are derived from the REST resource you selected on
the Resource tab. The value of $connectionAlias is derived from the connection pool you
specified when you first created the cloud connector service. The status, statusMessage, and
fault values are derived from the resource response. You cannot change these values in the
editor.
7. On the Logged Fields tab, do the following:
a. Select the check boxes next to the fields you want to log at run time.
b. If you want to create an alias for a logged field to make it easier to locate in Designer,
click the Alias box next to a field and type the alias name.
For more information about logged fields, see the section on logging input and output fields in
Designer.
8. On the Summary tab, review the details about the cloud connector service.
9. On the Comments tab, enter descriptive comments or usage notes, if any.
10. Click File > Save to save your changes.

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7.3.1 Viewing the Constraints Applied to Variables

Software AG Designer displays small symbols next to a variable icon to indicate the constraints
applied to the variable. Software AG Designer displays variables in the following ways:

Variable Constraint Status Variable Properties

Required field. The Required property is set to True.

Optional field. The Required property is set to False.

Required field with The Content type property specifies an IS schema or XML
content type schema.
constraint.

Optional field with The Required property is set to False and the Content type
content type property specifies an IS schema or XML schema.
constraint.

Required field with The Fixed property is set to False and the defaultValue
default value. property specifies a default value. The variable has a
default value, but you can override this default value with
any other valid values while executing the service or
mapping the variables.

Required field with The Fixed property is set to True and the defaultValue
fixed value. property specifies a null value. The variable has a null value
assigned to it by default and you cannot override this value.
You cannot map this variable to another variable or assign
any input values to this variable during service execution.

Required field with The Fixed property is set to True and the defaultValue
fixed default value. property specifies a default value. The variable has a
default value and you cannot override this value. You
cannot map this variable to another variable or assign any
input values to this variable during service execution.

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webMethods CloudStreams Provider for ServiceNow Installation and User’s Guide

CloudStreams ServiceNow Enterprise Service Management Connector

(Calgary)

Overview

The webMethods CloudStreams Provider for ServiceNow supports the same OS platforms as those
supported by CloudStreams.
The following sections describe only the basic information you need to design or use the SOAP
operations supported with the CloudStreams ServiceNow Enterprise Service Management connector
(Calgary).
For detailed information about each SOAP operation, see the ServiceNow documentation.
ServiceNow integrates with many third-party applications and data sources. The most common
integrations are with CMDB, Incident Management, Problem Management, Change Management, User
Administration, and Single Sign-on.
In this provider version, only the following integrations are supported:
• Incident Management
• Problem Management
• Change Management

Connector details

• SaaS Provider: ServiceNow

• Connector Name: ServiceNow Enterprise Service Management
• API Version: Calgary
• API Type: SOAP
• Developer: Software AG
• Group: ServiceNow
• CloudStreams Minimum Version Compatibility: 10.5
• Package Name: WmServiceNowProvider

Manage ServiceNow Connections

Session Management is not applicable for ServiceNow.

Configuration Settings

The ServiceNow provider requires the following ServiceNow configuration settings that are specific to
your ServiceNow instance.
• The elementFormDefault webservices properties should be set to “false”. This is controlled
through the server property [Link] which is true by

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default. This can cause certain web services clients to remove the schema namespace and cause
a response that cannot be parsed. You might have to explicitly set this property to “false” in
order to make it compatible with the ServiceNow Enterprise Service Management Connector
(Calgary).
• Set the Use unique targetNamespace for WSDL definition property to “true”. Ensure that the Use
unique targetNamespace for WSDL definition property is set in your ServiceNow instance.
If you do not configure these properties, the ServiceNow provider will not work as expected.

SOAP Cloud Connections

The CloudStreams server creates a new connection pool whenever a new ServiceNow cloud
connection alias is enabled.
When you enable a CloudStreams Provider for ServiceNow connection, it does not send a login
request to the backend. Instead, it stores the user name and password in the CloudStreams server
connection pool.
During an operation invocation, the Cloudstreams server retrieves the connection from a pool and
sets it as an Authorization header.

HTTP Basic Authentication

The ServiceNow Enterprise Service Management connector (Calgary) uses the HTTP basic
authentication mechanism. During a service operation invocation, the ServiceNow provider sends the
Authorization header as specified in the Basic Authentication protocol.
To enforce basic authentication on each request for a WSDL document or for posting SOAP messages,
set the property [Link] on the ServiceNow instance to “true”.
A single ServiceNow SOAP-based connection is used for all supported integrations.

Designing SOAP Operations

The ServiceNow Enterprise Service Management connector (Calgary) supports all available operations
except the aggregate operation.

SOAP Operations

8.8.1 Input and Output Signature

At run time, all outgoing requests and incoming responses are validated based on the input and
output signature document types. If validation fails, the connector service fails with the fault output
response. All CloudStreams SOAP-based cloud services do not throw a service exception. In case of an
error, the cloud service returns the SOAP fault document.
For more information about the input and output signature of each SOAP operation, see the
ServiceNow documentation.

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8.8.2 Supported Operations

The following sections describe the SOAP operations supported by the ServiceNow Enterprise Service
Management connector (Calgary).

[Link] READ Operations

The following READ operations are supported:
getKeys
Queries a target table for keys. The input signature resembles the table columns, along with some
standard query filters. The output contains a common separated list of all sys_ids of records
matching the criteria.
getRecords
Queries a target table for record entries. The input signature resembles the table columns, along
with some standard query filters. The output contains all matching records with fields.
get
Queries a single record from the target table by specifying a sys_id. The output contains the record
and field for the specified sys_id.

[Link] WRITE Operations

The following WRITE operations are supported:
insert
Creates a new record for the target table. The input signature contains the fields matching the
target table, while the output returns the sys_id and other meta information about the record
created.
insertMultiple
Creates multiple new records for the table targeted in the URL. To enable multiple inserts, activate
the Insert Multiple Plugin web service.
update
Updates an existing record in the target table, identified by the specified required field sys_id.

[Link] DELETE Operations

The following DELETE operations are supported:
deleteRecord
Deletes a record from the target table, identified by the specified sys_id.
deleteMultiple
Deletes one or more records from the target table, identified by the specified sys_id.

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webMethods CloudStreams Provider for ServiceNow Installation and User’s Guide

CloudStreams ServiceNow Enterprise Service Management Connector

(Geneva)

Overview

The webMethods CloudStreams Provider for ServiceNow (Geneva) supports the same OS platforms as
those supported by CloudStreams.
The following sections describe only the basic information you need to design or use the SOAP
operations supported with the CloudStreams ServiceNow Enterprise Service Management connector
(Geneva).
For detailed information about each SOAP operation, see the ServiceNow documentation.
ServiceNow integrates with many third-party applications and data sources. The most common
integrations are with CMDB, Incident Management, Problem Management, Change Management, User
Administration, and Single Sign-on.
In this provider version, only the following integrations are supported:
• Incident Management
• Problem Management
• Change Management

Connector details

• SaaS Provider: ServiceNow

• Connector Name: ServiceNow Enterprise Service Management
• API Version: Geneva
• API Type: SOAP
• Developer: Software AG
• Group: ServiceNow
• CloudStreams Minimum Version Compatibility: 10.5
• Package Name: WmServiceNowProvider

Manage ServiceNow Connections

Session Management is not applicable for ServiceNow.

Configuration Settings

The ServiceNow provider requires the following ServiceNow configuration settings that are specific to
your ServiceNow instance.
• Set the elementFormDefault webservices properties to “false”. This is controlled through the
server property [Link] which is true by default. This

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can cause certain web services clients to remove the schema namespace and cause a response
that cannot be parsed. You might have to explicitly set this property to “false” in order to make
it compatible with the ServiceNow Enterprise Service Management Connector (Geneva).
• Set the Use unique targetNamespace for WSDL definition property to “true”. Ensure that the Use
unique targetNamespace for WSDL definition property is set in your ServiceNow instance.
If you do not configure these properties, the ServiceNow provider will not work as expected.

SOAP Cloud Connections

The CloudStreams server creates a new connection pool whenever a new ServiceNow cloud
connection alias is enabled.
When you enable a CloudStreams Provider for ServiceNow connection, it does not send a login
request to the backend. Instead, it stores the user name and password in the CloudStreams server
connection pool.
During an operation invocation, the Cloudstreams server retrieves the connection from a pool and
sets it as an Authorization header.

HTTP Basic Authentication

The ServiceNow Enterprise Service Management connector (Geneva) uses the HTTP basic
authentication mechanism. During a service operation invocation, the ServiceNow provider sends the
Authorization header as specified in the Basic Authentication protocol.
To enforce basic authentication on each request for a WSDL document or for posting SOAP messages,
set the property [Link] on the ServiceNow instance to “true”.
A single ServiceNow SOAP-based connection is used for all supported integrations.

Designing SOAP Operations

The ServiceNow Enterprise Service Management connector (Geneva) supports all available operations
except the aggregate operation.

SOAP Operations

9.8.1 Input and Output Signature

At run time, all outgoing requests and incoming responses are validated based on the input and
output signature document types. If validation fails, the connector service fails with the fault output
response. All CloudStreams SOAP-based cloud services do not throw a service exception. In case of an
error, the cloud service returns the SOAP fault document.
For more information about the input and output signature of each SOAP operation, see the
ServiceNow documentation.

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9.8.2 Supported Operations

The following sections describe the SOAP operations supported by the ServiceNow Enterprise Service
Management connector (Geneva).

[Link] READ Operations

The following READ operations are supported:
getKeys
Queries a target table for keys. The input signature resembles the table columns, along with some
standard query filters. The output contains a common separated list of all sys_ids of records
matching the criteria.
getRecords
Queries a target table for record entries. The input signature resembles the table columns, along
with some standard query filters. The output contains all matching records with fields.
get
Queries a single record from the target table by specifying a sys_id. The output contains the record
and field for the specified sys_id.

[Link] WRITE Operations

The following WRITE operations are supported:
insert
Creates a new record for the target table. The input signature contains the fields matching the
target table, while the output returns the sys_id and other meta information about the record
created.
update
Updates an existing record in the target table, identified by the specified required field sys_id.

[Link] DELETE Operations

The following DELETE operations are supported:
deleteRecord
Deletes a record from the target table, identified by the specified sys_id.
deleteMultiple
Deletes one or more records from the target table, identified by the specified sys_id.

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webMethods CloudStreams Provider for ServiceNow Installation and User’s Guide

CloudStreams ServiceNow Enterprise Service Management Connector

(Helsinki)

10.1 Overview

The webMethods CloudStreams Provider for ServiceNow (Helsinki) supports the same OS platforms as
those supported by CloudStreams.
The following sections describe only the basic information you need to design or use the REST
resources supported with the webMethods CloudStreams Provider for ServiceNow.
For detailed information about each REST resource, see the ServiceNow documentation.
ServiceNow integrates with many third-party applications and data sources. The most common
integrations are with CMDB, Incident Management, Problem Management, Change Management, User
Administration, and Single Sign-on.

Connector details

• SaaS Provider: ServiceNow

• Connector Name: ServiceNow Enterprise Service Management
• API Version: Helsinki
• API Type: REST
• Developer: Software AG
• Group: ServiceNow
• CloudStreams Minimum Version Compatibility: 10.5

Manage ServiceNow Connections

Session Management is not applicable for ServiceNow.

REST Cloud Connections

The CloudStreams server creates a new connection pool whenever a new ServiceNow cloud
connection alias is enabled.
When you enable a CloudStreams Provider for ServiceNow connection, it does not send a login
request to the backend. Instead, it stores the user name and password in the CloudStreams server
connection pool.
During an operation invocation, the Cloudstreams server retrieves the connection from a pool and
sets it as an Authorization header.

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HTTP Basic Authentication

The ServiceNow Enterprise Service Management connector (Helsinki) uses the HTTP basic
authentication mechanism. During a service operation invocation, the ServiceNow provider sends
the Authorization header as specified in the Basic Authentication protocol.

REST Resources

10.6.1 Request and Response Processing

The cloud connector contains the expected Request and Response default values for each of the
REST resources. When you create a Cloud Connector Service in Software AG Designer, you either use
the default values (recommended when you are not sure what values are required) or select Request
and Response values from a drop-down list.
For CloudStreams connector, the request and response processing type can be set to either
Document or Binary Stream. See Editing a Cloud Connector Service for a REST-Based Provider for
more information on setting Request Processing and Response Processing types.

10.6.2 Error and Fault Handling

The ServiceNow REST API error codes and messages return within the response documents and do not
have separate error doctypes.
To handle errors, see error response. Here are the relevant fields:
• Status: "FAILURE”.
• Detail: Shows the detail about the error occurred.
• Message: Explanation about the source of the error.

10.6.3 Supported Resources

ServiceNow REST resources have been categorized into the following functional areas:
• Table API
• Import Set API
• Attachment API
• Scorecards API
• Aggregate API
• Service Catalog API

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10.6.4 Service: Table API

Name Path Method Description

Insert Record /api/now/table/{tableName} POST Inserts a record in the

specified table.

Update Record Updates the specified

/api/now/table/{tableName}/{sys_i
PATCH record with the request
d}
body.

Updates the specified

/api/now/table/{tableName}/{sys_i
Modify Record PUT record with the request
d}
body.

Deletes the specified

/api/now/table/{tableName}/{sys_i
Delete Record DELETE record from the specified
d}
table.

Retrieves the record

/api/now/table/{tableName}/{sys_i identified by the
Get Record GET
d} specified sys_id from the
specified table.

Retrieves multiple
records for the specified
List Records /api/now/table/{tableName} GET
table with proper
pagination information.

10.6.5 Service: Import Set API

Name Path Method Description

Insert Record /api/now/import/{stagingTableNam POST Inserts data into specified

e} staging table and triggers
transformation based on
predefined transform
maps in the import set
table.

Get Record Retrieves the specified

/api/now/import/{stagingTableNam import staging record and
GET
e}/{sys_id} resulting transformation
result.

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10.6.6 Service: Attachment API

Name Path Method Description

List Attachments /api/now/attachment GET Returns metadata of

multiple attachments.

Retrieve Attachment Retrieves metadata for

Metadata /api/now/attachment/{sys_id} GET the attachment file with
a specific sys_id value.

Deletes the attachment

Delete Attachment /api/now/attachment/{sys_id} DELETE with a specific sys_id
value.

Uploads a binary file

Upload Attachment /api/now/attachment/file POST specified in the request
body as an attachment.

Gets the binary file

Retrieve Attachment
/api/now/attachment/{sys_id}/file GET attachment with a
Content
specific sys_id value.

10.6.7 Service: Scorecards API

Name Path Method Description

Favourite a scorecard /api/now/pa/scorecards POST Favourites a scorecard.

UnFavourite a
/api/now/pa/scorecards DELETE UnFavourites a scorecard.
scorecard

Retrieves list of
List all scorecards /api/now/pa/scorecards GET
Scorecards.

10.6.8 Service: Aggregate API

Name Path Method Description

Retrieve Statistical /api/now/stats/{tableName} GET Retrieves records for the

Calculation for table specified table and
performs aggregate
functions on the returned
values.

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Name Path Method Description

Retrieve Statistical /api/now/stats/{tableName} GET Retrieves records for the

Calculation for table specified table and
With GroupBy Field performs aggregate
functions on the returned
values.

10.6.9 Service: ServiceCatalog API

Name Path Method Description

List Catalogs /api/sn_sc/servicecatalog/catalogs GET Retrieves a list of

catalogs to which the
user has access.

Get catalog /api/sn_sc/servicecatalog/catalogs/ Retrieves details of a

GET
{sys_id} catalog.

Retrieves list of
List Catalog /api/sn_sc/servicecatalog/catalogs/
GET categories for a specific
Categories {sys_id}/categories
catalog

/api/sn_sc/servicecatalog/categorie Retrieves details of a

Get Category GET
s/{sys_id} category.

List of Catalog Items /api/sn_sc/servicecatalog/items GET Gets list of catalog items

/api/sn_sc/servicecatalog/items/{sy Retrieves details of a

Get Catalog Item GET
s_id} specific catalog item.

Checks out the cart and

/api/sn_sc/servicecatalog/cart/chec returns the request
CheckOut Cart POST
kout number and request
order ID.

/api/sn_sc/servicecatalog/items/{sy Adds an item to the cart

Add Item To Cart POST
s_id}/add_to_cart of the current user.

Creates a record and

returns the Table API
Submit a Record /api/sn_sc/servicecatalog/items/{sy
POST relative path and redirect
Producer s_id}/submit_producer
url to access the created
record.

Retrieves a list of items

Describe Needs of an /api/sn_sc/servicecatalog/items/{sy based on the needs
PUT
Order Guide s_id}/submit_guide described for an order
guide.

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Name Path Method Description

Retrieves the default list

of cart contents, cart
Default Cart Contents /api/sn_sc/servicecatalog/cart GET details, and price shown
on the two-step checkout
page.

Retrieves the shipping

/api/sn_sc/servicecatalog/cart/deli
Get Shipping Address GET address of the requested
very_address/{user_id}
user.

/api/sn_sc/servicecatalog/cart/{car Updates any item in the

Update Cart Item PUT
t_item_id} cart.

Delete Items From /api/sn_sc/servicecatalog/cart/{car Deletes the items in the

DELETE
Cart t_item_id} cart for a given sys_id.

Deletes the cart and

/api/sn_sc/servicecatalog/cart/{sys contents of the cart for a
Empty Cart DELETE
_id}/empty given user role and
sys_id.

Checks out the user cart,

/api/sn_sc/servicecatalog/cart/sub whether two-step
Submit Order POST
mit_order parameter is enabled or
disabled.

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webMethods CloudStreams Provider for ServiceNow Installation and User’s Guide

CloudStreams ServiceNow Enterprise Service Management Connector

(Istanbul)

11.1 Overview

The webMethods CloudStreams Provider for ServiceNow (Istanbul) supports the same OS platforms as
those supported by CloudStreams.
The following sections describe only the basic information you need to design or use the REST
resources supported with the webMethods CloudStreams Provider for ServiceNow.
For detailed information about each REST resource, see the ServiceNow documentation.
ServiceNow integrates with many third-party applications and data sources. The most common
integrations are with CMDB, Incident Management, Problem Management, Change Management, User
Administration, and Single Sign-on.

Connector details

• SaaS Provider: ServiceNow

• Connector Name: ServiceNow Enterprise Service Management
• API Version: Istanbul
• API Type: REST
• Developer: Software AG
• Group: ServiceNow
• CloudStreams Minimum Version Compatibility: 10.5

Manage ServiceNow Connections

Session Management is not applicable for ServiceNow.

REST Cloud Connections

The CloudStreams server creates a new connection pool whenever a new ServiceNow cloud
connection alias is enabled.
When you enable a CloudStreams Provider for ServiceNow connection, it does not send a login
request to the backend. Instead, it stores the user name and password in the CloudStreams server
connection pool.
During an operation invocation, the Cloudstreams server retrieves the connection from a pool and
sets it as an Authorization header.

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webMethods CloudStreams Provider for ServiceNow Installation and User’s Guide

HTTP Basic Authentication

The ServiceNow Enterprise Service Management connector (Istanbul) uses the HTTP basic
authentication mechanism. During a service operation invocation, the ServiceNow provider sends
the Authorization header as specified in the Basic Authentication protocol.

REST Resources

11.6.1 Request and Response Processing

The cloud connector contains the expected Request and Response default values for each of the
REST resources. When you create a Cloud Connector Service in Software AG Designer, you either use
the default values (recommended when you are not sure what values are required) or select Request
and Response values from a drop-down list.
For CloudStreams connector, the request and response processing type can be set to either
Document or Binary Stream. See Editing a Cloud Connector Service for a REST-Based Provider for
more information on setting Request Processing and Response Processing types.

11.6.2 Error and Fault Handling

The ServiceNow REST API error codes and messages return within the response documents and do not
have separate error doctypes.
To handle errors, see error response. Here are the relevant fields:
• Status: "FAILURE”.
• Detail: Shows the detail about the error occurred.
• Message: Explanation about the source of the error.

11.6.3 Supported Resources

ServiceNow REST resources have been categorized into the following functional areas:
• Table API
• Import Set API
• Attachment API
• Scorecards API
• Aggregate API
• Service Catalog API
• Email API

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webMethods CloudStreams Provider for ServiceNow Installation and User’s Guide

11.6.4 Service: Table API

Name Path Method Description

Insert Record /api/now/table/{tableName} POST Inserts a record in the

specified table.

Update Record Updates the specified

/api/now/table/{tableName}/{sys_i
PATCH record with the request
d}
body.

Updates the specified

/api/now/table/{tableName}/{sys_i
Modify Record PUT record with the request
d}
body.

Deletes the specified

/api/now/table/{tableName}/{sys_i
Delete Record DELETE record from the specified
d}
table.

Retrieves the record

/api/now/table/{tableName}/{sys_i identified by the
Get Record GET
d} specified sys_id from the
specified table.

Retrieves multiple
records for the specified
List Records /api/now/table/{tableName} GET
table with proper
pagination information.

11.6.5 Service: Import Set API

Name Path Method Description

Insert Record /api/now/import/{stagingTableNam POST Inserts data into specified

e} staging table and triggers
transformation based on
predefined transform
maps in the import set
table.

Get Record Retrieves the specified

/api/now/import/{stagingTableNam import staging record and
GET
e}/{sys_id} resulting transformation
result.

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webMethods CloudStreams Provider for ServiceNow Installation and User’s Guide

11.6.6 Service: Attachment API

Name Path Method Description

List Attachments /api/now/attachment GET Returns metadata of

multiple attachments.

Retrieve Attachment Retrieves metadata for

Metadata /api/now/attachment/{sys_id} GET the attachment file with
a specific sys_id value.

Deletes the attachment

Delete Attachment /api/now/attachment/{sys_id} DELETE with a specific sys_id
value.

Uploads a binary file

Upload Attachment /api/now/attachment/file POST specified in the request
body as an attachment.

Gets the binary file

Retrieve Attachment
/api/now/attachment/{sys_id}/file GET attachment with a
Content
specific sys_id value.

11.6.7 Service: ScoreCard API

Name Path Method Description

Favourite a scorecard /api/now/pa/scorecards POST Favourites a scorecard.

UnFavourite a
/api/now/pa/scorecards DELETE UnFavourites a scorecard.
scorecard

Retrieves list of
List all scorecards /api/now/pa/scorecards GET
Scorecards.

11.6.8 Service: Aggregate API

Name Path Method Description

Retrieve Statistical /api/now/stats/{tableName} GET Retrieves records for the

Calculation for table specified table and
performs aggregate
functions on the returned
values.

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webMethods CloudStreams Provider for ServiceNow Installation and User’s Guide

Name Path Method Description

Retrieve Statistical /api/now/stats/{tableName} GET Retrieves records for the

Calculation for table specified table and
With GroupBy Field performs aggregate
functions on the returned
values.

11.6.9 Service: ServiceCatalog API

Name Path Method Description

List Catalogs /api/sn_sc/servicecatalog/catalogs GET Retrieves a list of

catalogs to which the
user has access to.

Get catalog /api/sn_sc/servicecatalog/catalogs/ Retrieves details of a

GET
{sys_id} catalog.

Retrieves list of
List Catalog /api/sn_sc/servicecatalog/catalogs/
GET categories for a specific
Categories {sys_id}/categories
catalog.

/api/sn_sc/servicecatalog/categorie Retrieves details of a

Get Category GET
s/{sys_id} category.

List of Catalog Items /api/sn_sc/servicecatalog/items GET Gets list of catalog items.

/api/sn_sc/servicecatalog/items/{sy Retrieves details of a

Get Catalog Item GET
s_id} specific catalog item.

Checks out the cart and

/api/sn_sc/servicecatalog/cart/chec returns the request
CheckOut Cart POST
kout number and request
order ID.

/api/sn_sc/servicecatalog/items/{sy Adds an item to the cart

Add Item To Cart POST
s_id}/add_to_cart of the current user.

Creates a record and

returns the Table API
Submit a Record /api/sn_sc/servicecatalog/items/{sy
POST relative path and redirect
Producer s_id}/submit_producer
url to access the created
record.

Retrieves a list of items

Describe Needs of an /api/sn_sc/servicecatalog/items/{sy based on the needs
PUT
Order Guide s_id}/submit_guide described for an order
guide.

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webMethods CloudStreams Provider for ServiceNow Installation and User’s Guide

Name Path Method Description

Retrieves the default list

of cart contents, cart
Default Cart Contents /api/sn_sc/servicecatalog/cart GET details, and price shown
on the two-step checkout
page.

Retrieves the shipping

/api/sn_sc/servicecatalog/cart/deli
Get Shipping Address GET address of the requested
very_address/{user_id}
user.

/api/sn_sc/servicecatalog/cart/{car Updates any item in the

Update Cart Item PUT
t_item_id} cart.

Delete Items From /api/sn_sc/servicecatalog/cart/{car Deletes the items in the

DELETE
Cart t_item_id} cart for a given sys_id.

Deletes the cart and

/api/sn_sc/servicecatalog/cart/{sys contents of the cart for a
Empty Cart DELETE
_id}/empty given user role and
sys_id.

Checks out the user cart,

/api/sn_sc/servicecatalog/cart/sub whether two-step
Submit Order POST
mit_order parameter is enabled or
disabled.

11.6.10 Service: Email API

Name Path Method Description

Create Email /api/now/v1/email POST Creates the email record

specified in the request
body.

Get Email Returns the record details

/api/now/v1/email/{sys_id} GET of the specified email
record.

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webMethods CloudStreams Provider for ServiceNow Installation and User’s Guide

CloudStreams ServiceNow Enterprise Service Management Connector

(Kingston)

12.1 Overview

The webMethods CloudStreams Provider for ServiceNow (Kingston) supports the same OS platforms as
those supported by CloudStreams.
The following sections describe only the basic information you need to design or use the REST
resources supported with the webMethods CloudStreams Provider for ServiceNow.
For detailed information about each REST resource, see the ServiceNow documentation.
ServiceNow integrates with many third-party applications and data sources. The most common
integrations are with CMDB, Incident Management, Problem Management, Change Management, User
Administration, and Single Sign-on.

Connector details

• SaaS Provider: ServiceNow

• Connector Name: ServiceNow Enterprise Service Management
• API Version: Kingston
• API Type: REST
• Developer: Software AG
• Group: ServiceNow
• CloudStreams Minimum Version Compatibility: 10.5

Manage ServiceNow Connections

Session Management is not applicable for ServiceNow.

REST Cloud Connections

The CloudStreams server creates a new connection pool whenever a new ServiceNow cloud
connection alias is enabled.
When you enable a CloudStreams Provider for ServiceNow connection, it does not send a login
request to the backend. Instead, it stores the user name and password in the CloudStreams server
connection pool.
During an operation invocation, the Cloudstreams server retrieves the connection from a pool and
sets it as an Authorization header.

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webMethods CloudStreams Provider for ServiceNow Installation and User’s Guide

HTTP Basic Authentication

The ServiceNow Enterprise Service Management connector (Kingston) uses the HTTP basic
authentication mechanism. During a service operation invocation, the ServiceNow provider sends
the Authorization header as specified in the Basic Authentication protocol.

REST Resources

12.6.1 Request and Response Processing

The cloud connector contains the expected Request and Response default values for each of the
REST resources. When you create a Cloud Connector Service in Software AG Designer, you either use
the default values (recommended when you are not sure what values are required) or select Request
and Response values from a drop-down list.
For CloudStreams connector, the request and response processing type can be set to either
Document or Binary Stream. See Editing a Cloud Connector Service for a REST-Based Provider for
more information on setting Request Processing and Response Processing types.

12.6.2 Error and Fault Handling

The ServiceNow REST API error codes and messages return within the response documents and do not
have separate error doctypes.
To handle errors, see error response. Here are the relevant fields:
• Status: "FAILURE”.
• Detail: Shows the detail about the error occurred.
• Message: Explanation about the source of the error.

12.6.3 Supported Resources

ServiceNow REST resources have been categorized into the following functional areas:
• Table API
• Import Set API
• Attachment API
• ScoreCards API
• Aggregate API
• Service Catalog API
• Email API
• User Role Inheritance API

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webMethods CloudStreams Provider for ServiceNow Installation and User’s Guide

12.6.4 Service: Table API

Name Path Method Description

Insert Record /api/now/table/{tableName} POST Inserts a record in the

specified table.

Update Record Updates the specified

/api/now/table/{tableName}/{sys_i
PATCH record with the request
d}
body.

Updates the specified

/api/now/table/{tableName}/{sys_i
Modify Record PUT record with the request
d}
body.

Deletes the specified

/api/now/table/{tableName}/{sys_i
Delete Record DELETE record from the specified
d}
table.

Retrieves the record

/api/now/table/{tableName}/{sys_i identified by the
Get Record GET
d} specified sys_id from the
specified table.

Retrieves multiple
records for the specified
List Records /api/now/table/{tableName} GET
table with proper
pagination information.

12.6.5 Service: Import Set API

Name Path Method Description

Insert Record /api/now/import/{stagingTableNam POST Inserts data into specified

e} staging table and triggers
transformation based on
predefined transform
maps in the import set
table.

Get Record Retrieves the specified

/api/now/import/{stagingTableNam import staging record and
GET
e}/{sys_id} resulting transformation
result.

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webMethods CloudStreams Provider for ServiceNow Installation and User’s Guide

12.6.6 Service: Attachment API

Name Path Method Description

List Attachments /api/now/attachment GET Returns metadata of

multiple attachments.

Retrieve Attachment Retrieves metadata for

Metadata /api/now/attachment/{sys_id} GET the attachment file with
a specific sys_id value.

Deletes the attachment

Delete Attachment /api/now/attachment/{sys_id} DELETE with a specific sys_id
value.

Uploads a binary file

Upload Attachment /api/now/attachment/file POST specified in the request
body as an attachment.

Gets the binary file

Retrieve Attachment
/api/now/attachment/{sys_id}/file GET attachment with a
Content
specific sys_id value.

12.6.7 Service: ScoreCard API

Name Path Method Description

Favourite a scorecard /api/now/pa/scorecards POST Favourites a scorecard.

UnFavourite a
/api/now/pa/scorecards DELETE UnFavourites a scorecard.
scorecard

Retrieves list of
List all scorecards /api/now/pa/scorecards GET
Scorecards.

12.6.8 Service: Aggregate API

Name Path Method Description

Retrieve Statistical /api/now/stats/{tableName} GET Retrieves records for the

Calculation for table specified table and
performs aggregate
functions on the returned
values.

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webMethods CloudStreams Provider for ServiceNow Installation and User’s Guide

Name Path Method Description

Retrieve Statistical /api/now/stats/{tableName} GET Retrieves records for the

Calculation for table specified table and
With GroupBy Field performs aggregate
functions on the returned
values.

12.6.9 Service: ServiceCatalog API

Name Path Method Description

List Catalogs /api/sn_sc/servicecatalog/catalogs GET Retrieves a list of

catalogs to which the
user has access to.

Get catalog /api/sn_sc/servicecatalog/catalogs/ Retrieves details of a

GET
{sys_id} catalog.

Retrieves list of
List Catalog /api/sn_sc/servicecatalog/catalogs/
GET categories for a specific
Categories {sys_id}/categories
catalog

/api/sn_sc/servicecatalog/categorie Retrieves details of a

Get Category GET
s/{sys_id} category.

List of Catalog Items /api/sn_sc/servicecatalog/items GET Get list of catalog items

/api/sn_sc/servicecatalog/items/{sy Retrieves details of a

Get Catalog Item GET
s_id} specific catalog item.

Checks out the cart and

/api/sn_sc/servicecatalog/cart/chec returns the request
CheckOut Cart POST
kout number and request
order ID.

/api/sn_sc/servicecatalog/items/{sy Adds an item to the cart

Add Item To Cart POST
s_id}/add_to_cart of the current user.

Creates a record and

returns the Table API
Submit a Record /api/sn_sc/servicecatalog/items/{sy
POST relative path and redirect
Producer s_id}/submit_producer
url to access the created
record.

Retrieves a list of items

Describe Needs of an /api/sn_sc/servicecatalog/items/{sy based on the needs
PUT
Order Guide s_id}/submit_guide described for an order
guide.

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webMethods CloudStreams Provider for ServiceNow Installation and User’s Guide

Name Path Method Description

Retrieves the default list

of cart contents, cart
Default Cart Contents /api/sn_sc/servicecatalog/cart GET details, and price shown
on the two-step checkout
page.

Retrieves the shipping

/api/sn_sc/servicecatalog/cart/deli
Get Shipping Address GET address of the requested
very_address/{user_id}
user.

/api/sn_sc/servicecatalog/cart/{car Updates any item in the

Update Cart Item PUT
t_item_id} cart.

Delete Items From /api/sn_sc/servicecatalog/cart/{car Deletes the items in the

DELETE
Cart t_item_id} cart for a given sys_id.

Deletes the cart and

/api/sn_sc/servicecatalog/cart/{sys contents of the cart for a
Empty Cart DELETE
_id}/empty given user role and
sys_id.

Checks out the user cart,

/api/sn_sc/servicecatalog/cart/sub whether two-step
Submit Order POST
mit_order parameter is enabled or
disabled.

12.6.10 Service: Email API

Name Path Method Description

Create Email /api/now/v1/email POST Creates the email record

specified in the request
body.

Get Email Returns the record details

/api/now/v1/email/{sys_id} GET of the specified email
record.

12.6.11 Service: User Role Inheritance API

Name Path Method Description

Get user Role api/global/user_role_inheritance GET Returns the queried user's

Inheritance roles and determines
which roles are inherited.

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webMethods CloudStreams Provider for ServiceNow Installation and User’s Guide

CloudStreams ServiceNow Enterprise Service Management Connector

(Orlando)

Overview

The webMethods CloudStreams Provider for ServiceNow (Orlando) supports the same OS platforms as
those supported by CloudStreams.
The following sections describe only the basic information you need to design or use the REST
resources supported with the webMethods CloudStreams Provider for ServiceNow.
For detailed information about each REST resource, see the ServiceNow documentation.
ServiceNow integrates with many third-party applications and data sources. The most common
integrations are with CMDB, Incident Management, Problem Management, Change Management, User
Administration, and Single Sign-on.

Connector details

• SaaS Provider: ServiceNow

• Connector Name: ServiceNow Enterprise Service Management
• API Version: Orlando
• API Type: REST
• Developer: Software AG
• Group: ServiceNow
• CloudStreams Minimum Version Compatibility: 10.5

Manage ServiceNow Connections

Session Management is not applicable for ServiceNow.

REST Resources

13.4.1 Request and Response Processing

The cloud connector contains the expected Request and Response default values for each of the
REST resources. When you create a Cloud Connector Service in Software AG Designer, you either use
the default values (recommended when you are not sure what values are required) or select Request
and Response values from a drop-down list.
For CloudStreams connector, the request and response processing type can be set to either
Document or Binary Stream. See Editing a Cloud Connector Service for a REST-Based Provider for
more information on setting Request Processing and Response Processing types.

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webMethods CloudStreams Provider for ServiceNow Installation and User’s Guide

13.4.2 Error and Fault Handling

The ServiceNow REST API error codes and messages return within the response documents and do not
have separate error doctypes.
To handle errors, see error response. Here are the relevant fields:
• Status: "FAILURE”.
• Detail: Shows the detail about the error occurred.
• Message: Explanation about the source of the error.

13.4.3 Supported Resources

ServiceNow REST resources have been categorized into the following functional areas:
• Table API
• Import Set API
• Attachment API
• ScoreCards API
• Aggregate API
• Service Catalog API
• Email API
• User Role Inheritance API
• Customer Service Management

13.4.4 Service: Table API

Name Path Method Description

Insert Record /api/now/table/{tableName} POST Inserts a record in the

specified table.

Update Record Updates the specified

/api/now/table/{tableName}/{sys_id} PATCH record with the request
body.

Updates the specified

Modify Record /api/now/table/{tableName}/{sys_id} PUT record with the request
body.

Deletes the specified

Delete Record /api/now/table/{tableName}/{sys_id} DELETE record from the specified
table.

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Name Path Method Description

Retrieves the record

identified by the
Get Record /api/now/table/{tableName}/{sys_id} GET
specified sys_id from the
specified table.

Retrieves multiple
records for the specified
List Records /api/now/table/{tableName} GET
table with proper
pagination information.

13.4.5 Service: Import Set API

Name Path Method Description

Insert Record /api/now/import/{stagingTableNam POST Inserts data into specified

e} staging table and triggers
transformation based on
predefined transform
maps in the import set
table.

Get Record Retrieves the specified

/api/now/import/{stagingTableNam import staging record and
GET
e}/{sys_id} resulting transformation
result.

13.4.6 Service: Attachment API

Name Path Method Description

List Attachments /api/now/attachment GET Returns metadata of

multiple attachments.

Retrieve Attachment Retrieves metadata for

Metadata /api/now/attachment/{sys_id} GET the attachment file with
a specific sys_id value.

Deletes the attachment

Delete Attachment /api/now/attachment/{sys_id} DELETE with a specific sys_id
value.

Uploads a binary file

Upload Attachment /api/now/attachment/file POST specified in the request
body as an attachment.

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Name Path Method Description

Gets the binary file

Retrieve Attachment
/api/now/attachment/{sys_id}/file GET attachment with a
Content
specific sys_id value.

Uploads Multipart File /api/now/attachment/upload POST Uploads a multipart file.

13.4.7 Service: ScoreCard API

Name Path Method Description

Favourite a scorecard /api/now/pa/scorecards POST Favourites a scorecard.

UnFavourite a
/api/now/pa/scorecards DELETE UnFavourites a scorecard.
scorecard

Retrieves list of
List all scorecards /api/now/pa/scorecards GET
Scorecards.

13.4.8 Service: Aggregate API

Name Path Method Description

Retrieve Statistical /api/now/stats/{tableName} GET Retrieves records for the

Calculation for table specified table and
performs aggregate
functions on the returned
values.

Retrieve Statistical /api/now/stats/{tableName} GET Retrieves records for the

Calculation for table specified table and
With GroupBy Field performs aggregate
functions on the returned
values.

13.4.9 Service: ServiceCatalog API

Name Path Method Description

List Catalogs /api/sn_sc/servicecatalog/catalogs GET Retrieves a list of

catalogs to which the
user has access to.

Get catalog /api/sn_sc/servicecatalog/catalogs/ Retrieves details of a

GET
{sys_id} catalog.

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Name Path Method Description

Retrieves list of
List Catalog /api/sn_sc/servicecatalog/catalogs/
GET categories for a specific
Categories {sys_id}/categories
catalog

/api/sn_sc/servicecatalog/categorie Retrieves details of a

Get Category GET
s/{sys_id} category.

List of Catalog Items /api/sn_sc/servicecatalog/items GET Get list of catalog items

/api/sn_sc/servicecatalog/items/{sy Retrieves details of a

Get Catalog Item GET
s_id} specific catalog item.

Checks out the cart and

/api/sn_sc/servicecatalog/cart/chec returns the request
CheckOut Cart POST
kout number and request
order ID.

/api/sn_sc/servicecatalog/items/{sy Adds an item to the cart

Add Item To Cart POST
s_id}/add_to_cart of the current user.

Creates a record and

returns the Table API
Submit a Record /api/sn_sc/servicecatalog/items/{sy
POST relative path and redirect
Producer s_id}/submit_producer
url to access the created
record.

Retrieves a list of items

Describe Needs of an /api/sn_sc/servicecatalog/items/{sy based on the needs
PUT
Order Guide s_id}/submit_guide described for an order
guide.

Retrieves the default list

of cart contents, cart
Default Cart Contents /api/sn_sc/servicecatalog/cart GET details, and price shown
on the two-step checkout
page.

Retrieves the shipping

/api/sn_sc/servicecatalog/cart/deli
Get Shipping Address GET address of the requested
very_address/{user_id}
user.

/api/sn_sc/servicecatalog/cart/{car Updates any item in the

Update Cart Item PUT
t_item_id} cart.

Delete Items From /api/sn_sc/servicecatalog/cart/{car Deletes the items in the

DELETE
Cart t_item_id} cart for a given sys_id.

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Name Path Method Description

Deletes the cart and

/api/sn_sc/servicecatalog/cart/{sys contents of the cart for a
Empty Cart DELETE
_id}/empty given user role and
sys_id.

Checks out the user cart,

/api/sn_sc/servicecatalog/cart/sub whether two-step
Submit Order POST
mit_order parameter is enabled or
disabled.

/api/sn_sc/servicecatalog/items/{sy Orders the specified

Buy Item POST
s_id}/order_now catalog item.

/api/sn_sc/servicecatalog/items/{sy Adds the specified item

Add Item To Wishlist POST
s_id}/add_to_wishlist to the wish list cart.

Retrieves the details of

/api/sn_sc/servicecatalog/wishlist/{
Get Wishlist Item GET the specified item stored
cart_item_id}
in the wish list cart

Retrieves a list of items

List Wishlist Items /api/sn_sc/servicecatalog/wishlist GET from the logged in user's
wish list.

/api/sn_sc/servicecatalog/variables Returns the display value

Variable display value POST
/{sys_id}/display_value of the specified variable.

Retrieves an array of
/api/sn_sc/servicecatalog/items/{sy
Checkout Order Guide POST contents requested for
s_id}/checkout_guide
checkout.

13.4.10 Service: Email API

Name Path Method Description

Create Email /api/now/v1/email POST Creates the email record

specified in the request
body.

Get Email Returns the record details

/api/now/v1/email/{sys_id} GET of the specified email
record.

13.4.11 Service: User Role Inheritance API

Name Path Method Description

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webMethods CloudStreams Provider for ServiceNow Installation and User’s Guide

Name Path Method Description

Get user Role api/global/user_role_inheritance GET Returns the queried user's

Inheritance roles and determines
which roles are inherited.

13.4.12 Service: Customer Service Management API

Name Path Method Description

Create Case /api/sn_customerservice/case POST Creates a new CSM case.

Create Consumer /api/now/consumer POST Creates a new CSM

Consumer.

Create Contact /api/now/contact POST Creates a new CSM

Contact.

Update Case /api/sn_customerservice/case/{sys_i PUT Updates the specified

d} existing CSM case.

Get Case /api/sn_customerservice/case/{sys_i GET Retrieves the specified

d} CSM case.

Get Consumer /api/now/consumer/{sys_id} GET Retrieves the specified

CSM consumer record.

Get Contact /api/now/contact/{sys_id} GET Retrieves the specified

CSM contact.

Get Account /api/now/account/{sys_id} GET Retrieves the specified

CSM account.

List Case /api/sn_customerservice/case GET Retrieves a specified set

of CSM cases.

List Consumer /api/now/consumer GET Retrieves a specified set

of CSM consumer records.

List Contact /api/now/contact GET Retrieves a specified set

of CSM contacts.

List Account /api/now/account GET Retrieves a specified set

of CSM accounts.

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CloudStreams ServiceNow Enterprise Service Management Connector

(Paris)

14.1 Overview

The webMethods CloudStreams Provider for ServiceNow (Paris) supports the same OS platforms as
those supported by CloudStreams.
The following sections describe only the basic information you need to design or use the REST
resources supported with the webMethods CloudStreams Provider for ServiceNow.
For detailed information about each REST resource, see the ServiceNow documentation.
ServiceNow integrates with many third-party applications and data sources. The most common
integrations are with CMDB, Incident Management, Problem Management, Change Management, User
Administration, and Single Sign-on.

14.2 Connector details

• SaaS Provider: ServiceNow

• Connector Name: ServiceNow Enterprise Service Management
• API Version: Paris
• API Type: REST
• Developer: Software AG
• Group: ServiceNow
• CloudStreams Minimum Version Compatibility: 10.5

14.3 Manage ServiceNow Connections

ServiceNow (Paris) Rest APIs use OAuth 2.0. The Access Token is passed when you invoke any of the
REST API endpoints. The access token is valid for 30 minutes. The client application is responsible for
storing and protecting this token. You can manage the ServiceNow (Paris) connection by enabling the
connection pool and session management. Set the Session Management field to “auto” and “Session
Timeout (min)” value needs to be specified.

REST Resources

14.4.1 Request and Response Processing

The cloud connector contains the expected Request and Response default values for each of the
REST resources. When you create a Cloud Connector Service in Software AG Designer, you either use
the default values (recommended when you are not sure what values are required) or select Request
and Response values from a drop-down list.

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For CloudStreams connector, the request and response processing type can be set to either
Document or Binary Stream. See Editing a Cloud Connector Service for a REST-Based Provider for
more information on setting Request Processing and Response Processing types.

14.4.2 Error and Fault Handling

The ServiceNow REST API error codes and messages return within the response documents and do not
have separate error doctypes.
To handle errors, see error response. Here are the relevant fields:
• Status: "FAILURE”.
• Detail: Shows the detail about the error occurred.
• Message: Explanation about the source of the error.

14.4.3 Supported Resources

ServiceNow REST resources have been categorized into the following functional areas:

• Table API
• ScoreCards API
• Service Catalog API
• Email API
• User Role Inheritance API
• Account API
• ActivitySubscriptions API
• AWA (Advanced Work Assignment) Agent API
• AWA Routing API
• Aggregate API
• Application Service API
• Attachment API
• Batch API
• Case API
• Change Management API
• CI Lifecycle Management API
• CMDB Data Ingestion API
• CMDB Instance API
• CMDB Meta API
• Consumer API
• Contact API

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• Continuous Integration/Continuous Delivery (CI/CD) API

• CSM Attachment API
• CTI API
• Customer Central API
• DevOps API
• HR REST API
• Identification and Reconciliation API
• Import Set API
• Interaction Management API
• Knowledge Management API
• MetricBase Time Series API
• Predictive Intelligence API
• Push Installation API
• Push Metrics API
• Response Templates API
• SAM-Software Usage Data Integration API
• Virtual Agent Bot Integration API

14.4.4 Service: Table API

Name Path Method Description

Insert Record /api/now/table/{tableName} POST Inserts a record in the

specified table.

Update Record Updates the specified

/api/now/table/{tableName}/{sys_i
PATCH record with the request
d}
body.

Updates the specified

/api/now/table/{tableName}/{sys_i
Modify Record PUT record with the request
d}
body.

Deletes the specified

/api/now/table/{tableName}/{sys_i
Delete Record DELETE record from the specified
d}
table.

Retrieves the record

/api/now/table/{tableName}/{sys_i identified by the
Get Record GET
d} specified sys_id from the
specified table.

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Name Path Method Description

Retrieves multiple
records for the specified
List Records /api/now/table/{tableName} GET
table with proper
pagination information.

14.4.5 Service: ScoreCard API

Name Path Method Description

Retrieves a list of
List all scorecards /api/now/pa/scorecards GET
Scorecards.

14.4.6 Service: ServiceCatalog API

Name Path Method Description

List Catalogs /api/sn_sc/servicecatalog/catalogs GET Retrieves a list of

catalogs to which the
user has access to.

Get Catalog /api/sn_sc/servicecatalog/catalogs/ Retrieves details of a

GET
{sys_id} catalog.

Retrieves a list of
List Catalog /api/sn_sc/servicecatalog/catalogs/
GET categories for a specific
Categories {sys_id}/categories
catalog

/api/sn_sc/servicecatalog/categorie Retrieves details of a

Get Category GET
s/{sys_id} category.

Retrieves a list of catalog

List of Catalog Items /api/sn_sc/servicecatalog/items GET
items

/api/sn_sc/servicecatalog/items/{sy Retrieves details of a

Get Catalog Item GET
s_id} specific catalog item.

Checks out the cart and

/api/sn_sc/servicecatalog/cart/chec returns the request
CheckOut Cart POST
kout number and request
order ID.

/api/sn_sc/servicecatalog/items/{sy Adds an item to the cart

Add Item To Cart POST
s_id}/add_to_cart of the current user.

/api/sn_sc/ Adds the specified item

Add Item To Wishlist servicecatalog/items/{sys_id}/add_t POST to the wish list cart.
o_wishlist

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Name Path Method Description

Retrieves an array of
/api/sn_sc/servicecatalog/items/{sy
Checkout Order Guide POST contents requested for
s_id}/checkout_guide
checkout.

Returns a list of users

whose request for the
/api/sn_sc/servicecatalog/items/{it specified item cannot be
Get Invalid Delegated delegated (requested by
em_sys_id}/get_invalid_delegated_u POST
Users another user.)
sers
Orders the specified
catalog item.

/api/sn_sc/servicecatalog/items/{sy Orders the specified

Buy Item POST
s_id}/order_now catalog item.

/api/sn_sc/servicecatalog/variables Returns the display value

Variable display value POST
/{sys_id}/display_value of the specified variable.

Creates a record and

returns the Table API
Submit a Record /api/sn_sc/servicecatalog/items/{sy
POST relative path and redirect
Producer s_id}/submit_producer
URL to access the created
record.

Retrieves a list of items

Describe Needs of an /api/sn_sc/servicecatalog/items/{sy based on the needs
PUT
Order Guide s_id}/submit_guide described for an order
guide.

Retrieves the default list

of cart contents, cart
Default Cart Contents /api/sn_sc/servicecatalog/cart GET details, and price shown
on the two-step checkout
page.

Retrieves the shipping

/api/sn_sc/servicecatalog/cart/deli
Get Shipping Address GET address of the requested
very_address/{user_id}
user.
Verifies whether the
Verifies whether user specified delegated user
/api/sn_sc/servicecatalog/items/{it
has acquisition rights GET has acquisition rights to
em_sys_id}/delegation/{user_sys_id} the specified service cat-
to catalog item
alog item.
Retrieves the list of items
List Wishlist Items /api/sn_sc/servicecatalog/wishlist GET in the logged in user's
wish list.

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Name Path Method Description

Retrieves the details of

/api/sn_sc/servicecatalog/wishlist/{
Get Wishlist Item GET the specified item stored
cart_item_id} in the wish list cart.

/api/sn_sc/servicecatalog/cart/{car Updates any item in the

Update Cart Item PUT
t_item_id} cart.

Updates the values of

Updates variables in a /api/sn_sc/servicecatalog/variables
PUT specified variables in a
table record. /{table_name}/{sys_id}
specified table record.

Delete Items From /api/sn_sc/servicecatalog/cart/{car Deletes the items in the

DELETE
Cart t_item_id} cart for a given sys_id.

Deletes the cart and

/api/sn_sc/servicecatalog/cart/{sys contents of the cart for a
Empty Cart DELETE
_id}/empty given user role and
sys_id.

Checks out the user cart,

/api/sn_sc/servicecatalog/cart/sub whether the two-step
Submit Order POST
mit_order parameter is enabled or
disabled.

14.4.7 Service: Account API

Name Path Method Description

Retrieves a specified set
Retrieves CSM GET
of Customer Service Man-
accounts /api/now/account agement (CSM) accounts.

Retrieves the speci-

Retrieves CSM GET
fied Customer Service
account /api/now/account/{id} Management
(CSM) account.

14.4.8 Service: ActivitySubscriptions API

Name Path Method Description

Retrieves activity records
Retrieve activity GET
from the Subscriptions and
records /api/now/actsub/activities Activity Feed Framework

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Name Path Method Description

Retrieves facets configured
Retrieve facets for an GET
for an activity context
activity context /api/now/actsub/facets/{activity_con from the Subscriptions and
text}/{context_instance} Activity Feed Framework

14.4.9 Service: AWA(Advanced Work Assignment) Agent API

Name Path Method Description

Returns the current agent
Get agent presence GET
presence state and chan-
state and channel /api/now/awa/agents/{user_id} nel availability.
availability
Sets the state of a speci-
Set agent presence PUT
fied agent’s presence and,
state and channel /api/now/awa/agents/{user_id} if provided, sets the
availability agent’s channel availabil-
ity for that state.

14.4.10 Service: AWA(Advanced Work Assignment) Routing API

Name Path Method Description

Routes a document to a
POST
queue or creates a work
Routes Document To /api/now/awa/queues/{queue_sys_id} item and sets its fields
A Queue Or Creates /work_item accordingly, if an active
Work Item work item does not exist
for the specified docu-
ment.

14.4.11 Service: Aggregate API

Name Path Method Description

Retrieves Statistical
Retrieve Statistical /api/now/stats/{tableName} GET
Calculation for table.
Calculation for table
Retrieves Statistical
Retrieve Statistical /api/now/stats/{tableName} GET
Calculation for table With
Calculation for table GroupBy Field.
With GroupBy Field

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14.4.12 Service: Application Service API

Name Path Method Description

Retrieves a list of configu-
Get list of GET
ration items (CI) in an ap-
configuration items /api/now/cmdb/app_service/{sys_id}/ plication service and the
getContent relationships between
them.

Returns basic information

Get basic information /api/now/cmdb/csdm/app_service/fi GET
about a specified applica-
nd_service tion service.
Creates or updates an ap-
Create or update an /api/now/cmdb/app_service/create POST
plication service
application service
Creates an application
Register an POST
service record stub in the
application service /api/now/cmdb/csdm/app_service/re Application Service
gister_service [cmdb_ci_service_auto]
table and populates it with
the passedin information.
Populates the specified
Populate an /api/now/cmdb/csdm/app_service/{s PUT
application service with a
application service ervice_sys_id}/populate_service specified set of down-
stream configuration
items.
Updates the specified ap-
Update an application /api/now/cmdb/csdm/app_service/{s PUT
plication service with the
service ervice_sys_id}/service_details passed in basic
information.

14.4.13 Service: Attachment API

Name Path Method Description

Deletes the attachment
Delete Attachment /api/now/attachment/{sys_id} DELETE
Retrieves Attachment
List Attachments /api/now/attachment GET
Metadata for multiple at-
tachments.

Returns the binary file

Retrieve Attachment /api/now/attachment/{sys_id}/file GET
attachment with a specific
Content sys_id value.

Returns the metadata for

Retrieve Attachment /api/now/attachment/{sys_id} GET
the attachment file with a
Metadata specific sys_id value.

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Name Path Method Description

Uploads a specified binary
Upload /api/now/attachment/file POST
file as an attachment.

Uploads a multipart file

Upload Multipart File /api/now/attachment/upload POST
attachment.

14.4.14 Service: Batch API

Name Path Method Description

Sends multiple REST API
Send Multiple /api/now/{api_version}/batch POST
requests in a single call.
Requests

14.4.15 Service: Case API

Name Path Method Description

Retrieves the activity
Get activity stream /api/sn_customerservice/case/{id}/ac GET
stream for a speci-
for а CSM case tivities fied Customer Service
Management (CSM) case.

Retrieves the list of

Get list оf field values /api/sn_customerservice/case/field_v GET
possible field values for a
alues/{field_name} choice or reference field in
the Case table.

Retrieves the list of

Get list of field values /api/sn_customerservice/case/{id}/fie GET
possible field values for a
for a record ld_values/{field_name} choice or reference field
for a specified record in
the Case table.

Retrieves the speci-

Get Case /api/sn_customerservice/case/{id} GET
fied CSM case.

Retrieves a specified set of

List Cases /api/sn_customerservice/case GET
CSM cases.

Creates a new CSM case.

Create Case /api/sn_customerservice/case POST
Updates the specified
Update Case /api/sn_customerservice/case/{id} PUT
existing CSM case with the
passed-in parameters.

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14.4.16 Service: Change Management API

Name Path Method Description

Deletes the change request
Delete change /api/sn_chg_rest/change/{change_sys DELETE
task identified by the
request task _id}/task/{task_sys_id} specified sys_ids.
Cancels the running con-
Cancel the running /api/sn_chg_rest/change/{sys_id}/con DELETE
flict checking process for
conflict checking flict the specified change re-
process quest (sys_id).
Deletes the emergency
Delete an emergency /api/sn_chg_rest/change/emergency/ DELETE
change request identified
change request {sys_id} by the specified sys_id.
Deletes the normal change
Delete a normal /api/sn_chg_rest/change/normal/{sys DELETE
request identified by the
change request _id} specified sys_id.
Deletes the standard
Delete a standard /api/sn_chg_rest/change/standard/{s DELETE
change request identified
change request ys_id} by the specified sys_id.
Retrieves one or more
Get tasks /api/sn_chg_rest/change/{change_sys GET
tasks associated with a
_id}/task specified change request
based on the specified
criteria.
Retrieves multiple configu-
Get configuration /api/sn_chg_rest/change/{sys_id}/ci GET
ration items (CIs) associat-
items ed to a specified change
request based on the spec-
ified association type.
Retrieves the status of the
Get status of the /api/sn_chg_rest/change/{sys_id}/con GET
currently running change
conflict checking flict request conflict checking
process process or the results of
the last completed conflict
checking process for the
specified change request.
Retrieves one or more
Get emergency /api/sn_chg_rest/change/emergency GET
emergency change re-
change requests quests based on the speci-
fied criteria.
Retrieves the emergency
Get the emergency /api/sn_chg_rest/change/emergency/ GET
change request identified
change request {sys_id} by the specified sys_id.
Retrieves one or more
Get normal change /api/sn_chg_rest/change/normal GET
normal change requests
requests based on the specified
criteria.
Retrieves the normal
Get the normal /api/sn_chg_rest/change/normal/{sys GET
change request identified
change request _id} by the specified sys_id.

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Name Path Method Description

Retrieves one or more
Get standard change /api/sn_chg_rest/change/standard GET
standard change requests
requests based on the specified
criteria.
Retrieves the standard
Get the standard /api/sn_chg_rest/change/standard/{s GET
change request identified
change request ys_id} by the specified sys_id.
Retrieves one or more
Get standard change /api/sn_chg_rest/change/standard/te GET
standard change templates
templates mplate based on the specified
criteria.
Retrieves the standard
Get the standard /api/sn_chg_rest/change/standard/te GET
change template identified
change template mplate/{sys_id} by the specified sys_id.
Retrieves the current sta-
Get information about /api/sn_chg_rest/change/worker/{sys GET
tus, information, and er-
the specified _id} rors for the specified asyn-
asynchronous worker chronous worker.
Allows the current user to
Approve or reject a /api/sn_chg_rest/change/{sys_id}/app PATCH
approve or reject a change
change request rovals request approval record
for the specified change
request (sys_id).
Updates the change
Update a change /api/sn_chg_rest/change/{change_sys PATCH
request task identified by
request task _id}/task/{task_sys_id} the specified sys_ids with
the key-value pairs in the
request body or the URL.
Updates the emergency
Update an emergency /api/sn_chg_rest/change/emergency/ PATCH
change request identified
change request {sys_id} by the specified sys_id
with the key-value pairs in
the request body or the
URL.
Updates the normal
Update a normal /api/sn_chg_rest/change/normal/{sys PATCH
change request identified
change request _id} by the specified sys_id
with the parameters in the
request body or the URL.
Updates the standard
Update a standard /api/sn_chg_rest/change/standard/{s PATCH
change request identified
change request ys_id} by the specified sys_id
with the parameters in the
request body or in the
URL.
Calculates the risk and
Calculate the risk of a /api/sn_chg_rest/change/{sys_id}/risk PATCH
impact of the specified
standard change standard change based on
an evaluation of the risk
conditions.

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Name Path Method Description

Creates the association
Create the association /api/sn_chg_rest/change/{sys_id}/ci POST
between a change request
between a change and Configuration Man-
request and CMDB CI agement Database
(CMDB) configuration items
(CI).
Starts a change request
Create a change /api/sn_chg_rest/change/{sys_id}/con POST
conflict checking process
request checking flict for the specified change
process request (sys_id).
Creates one emergency
Create an emergency /api/sn_chg_rest/change/emergency POST
change request based on
change request the default emergency
change request record.
Multiple emergency change
request creations within a
single call is not support-
ed.
Creates one normal change
Create a normal /api/sn_chg_rest/change/normal POST
request based on the de-
change request fault normal change re-
quest record. Multiple
normal change request
creations within a single
call is not supported.
Populates the impacted
Populate the /api/sn_chg_rest/change/{sys_id}/refr POST
services/configuration
impacted services esh_impacted_services related list based on the
primary CI.
Creates one standard
Create a standard /api/sn_chg_rest/change/standard/{st POST
change request based on
change request based andard_change_template_id} an existing standard
on a template change template as speci-
fied by the passed-in tem-
plate sys_id.
Creates one change re-
Create a change /api/sn_chg_rest/change/{change_sys POST
quest task based on the
request task _id}/task default change request
task record and associates
it with the specified
change request.

14.4.17 Service: CI Lifecycle Management API

Name Path Method Description

Removes a CI action for a
Remove CI Action For /api/now/cilifecyclemgmt/actions DELETE
list of CIs.
A List Of CIs

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Name Path Method Description

Unregister an operator for
Unregister Operator /api/now/cilifecyclemgmt/operators/ DELETE
non-workflow users.
{req_id}
Returns a list of active CI
List Active Actions For /api/now/cilifecyclemgmt/actions/{sy GET
actions for the specified
CI s_id} CI.
Determines if the two
Determine Whether CI /api/now/cilifecyclemgmt/compatAct GET
specified actions are com-
Actions Are ions patible.
Compatible
Determines if the lease has
Determine Whether /api/now/cilifecyclemgmt/leases/{sys GET
expired for the requestor
The Lease Has Expired _id}/expired of a specified CI Action.
For a type of CI, determine
Determine Whether CI /api/now/cilifecyclemgmt/notAllowed GET
if a CI action is not al-
Action Is Not Allowed Action lowed for an operational
state.
Determines whether a con-
Determine Whether CI /api/now/cilifecyclemgmt/notAllowed GET
figuration item (CI) from a
Can Transition OpsTransition specified class can transi-
tion from a specified oper-
ational state to a second
specified operational
state.
Determine if the specified
Determine Whether /api/now/cilifecyclemgmt/requestors GET
requestor is a valid active
User Is A Valid /{req_id}/valid workflow user or a regis-
Requestor tered user.
Returns the CI's operation-
Get Operational State /api/now/cilifecyclemgmt/statuses/{s GET
al state.
For CI ys_id}
Extend the CI-action-lease
Extend CI Action's /api/now/cilifecyclemgmt/leases/{sys PATCH
time for the registered
Lease Expiration Time _id} user. If the previous lease
has expired, the new lease
time starts now.
Add an action to a list of
Add CI Action To List /api/now/cilifecyclemgmt/actions POST
CIs.
Register an operator for a
Register Operator /api/now/cilifecyclemgmt/operators POST
non-workflow user.
Set the operational state
Set State For CIs /api/now/cilifecyclemgmt/statuses POST
for list of CIs.

14.4.18 Service: CMDB Instance API

Name Path Method Description

Delete the relation for the
Remove CI Action For /api/now/cmdb/instance/{className} DELETE
specified CI.
A List Of CIs /{sys_id}/relation/{rel_sys_id}

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Name Path Method Description

Query records for a CMDB
Get configuration /api/now/cmdb/instance/{className} GET
class.
items
Query attributes and
Get a specified /api/now/cmdb/instance/{className} GET
relationship information
configuration item /{sys_id} for a specific record.

Replaces the attributes in

Replace the /api/now/cmdb/instance/{className} PATCH
the specified configuration
attributes in the /{sys_id} item (CI) record with the
specified specified name-value
configuration item pairs. This endpoint does
not create, update, or
delete the associated rela-
tions.

Createс a single CI with

Create a single /api/now/cmdb/instance/{className} POST
associated outbound and
configuration item inbound relations. If the
class has a dependent
identification rule de-
fined,then the input pay-
load must contain the
sys_id of the parent CI.

Addс a relation to the

Add an inbound /api/now/cmdb/instance/{className} POST
specified CI. The specified
and/or outbound /{sys_id}/relation CI is the parent.
relation to the
specified
configuration item
Updates the specified
Update a specified /api/now/cmdb/instance/{className} PUT
configuration item (CI)
configuration item /{sys_id} record with the specified
attribute name-value
pairs. This endpoint does
not create, update, or
delete the associated rela-
tions.

14.4.19 Service: CMDB Data Ingestion API

Name Path Method Description

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Name Path Method Description

Inserts records into the
Insert Records Into /api/now/cmdb/ingest/{data_source_ POST
Import Set table associat-
Import Set Table sys_id} ed with the data source
record identified by the
passed-in sys_id.

14.4.20 Service: CMDB Meta API

Name Path Method Description

Returns the meta data for
Get the meta data for /api/now/cmdb/meta/{className} GET
a CMDB class.
the specified CMDB
class

14.4.21 Service: Consumer API

Name Path Method Description

Retrieves a specified set
Get a set of CSM /api/now/consumer GET
of Customer Service Man-
consumer records agement (CSM) consumer
records.

Retrieves the speci-

Get a specified CSM /api/now/consumer/{id} GET
fied Customer Service
consumer record Management
(CSM) consumer record.

Creates a
Create a new CSM /api/now/consumer POST
new CSM consumer.
consumer

14.4.22 Service: Contact API

Name Path Method Description

Retrieves a specified set
Get a set of CSM /api/now/contact GET
of Customer Service Man-
contacts agement (CSM) contacts.
Retrieves the speci-
Get a specified CSM /api/now/contact/{id} GET
fied Customer Service
contact Management
(CSM) contact.
Creates a new Customer
Create a new CSM /api/now/contact POST
Service Management
contact (CSM) contact.

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14.4.23 Service: Continuous Integration/Continuous Delivery(CI/CD) API

Name Path Method Description

Returns the current
Get a progress of the /api/sn_cicd/progress/{progress_id} GET
progress and status of the
CI/CD function CI/CD function associated
with a passed-in progress
ID. Call this method after
calling one of the other
CI/CD endpoints such
as /sn_cicd/app_repo/publ
ish, /sn_cicd/app_repo/ins
tall,
or /sn_cicd/testsuite/run.

Returns the results of a

Get results of a test /api/sn_cicd/testsuite/results/{result GET
test suite run based on a
suite run _id} specified results identifier.
Call this endpoint after
call-
ing /sn_cicd/progress/{pro
gress_id} to obtain the
result of the executed test
suite.

Installs the specified appli-

Install a specified /api/sn_cicd/app_repo/install POST
cation from the applica-
application from the tion repository onto the
application repository local instance, the in-
stance making the end-
point call. The application
must have been previously
published, using
the /sn_cicd/app_repo/pu
blish endpoint or other
means, before this end-
point will function.
Publishes the specified
Publish an application /api/sn_cicd/app_repo/publish POST
application and all of its
to the application artifacts to the application
repository repository.
Initiates a rollback of a
Rollback an application /api/sn_cicd/app_repo/rollback POST
specified application to a
to a specified version specified version.
Activates the specified
Activate a specified /api/sn_cicd/plugin/{plugin_id}/activ POST
plugin.
plugin ate
Rolls back the specified
Rollback a plugin to /api/sn_cicd/plugin/{plugin_id}/rollba POST
plugin to the previous in-
the previous installed ck stalled version. If no prior
version version has been installed,
returns an error.

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Name Path Method Description

Starts applying changes
Start applying changes /api/sn_cicd/sc/apply_changes POST
from a remote source con-
trol to a specified local
application.
Starts a specified auto-
Start a specified /api/sn_cicd/testsuite/run POST
mated test suite. The test
automated test suite suite runs on the instance
from which the endpoint
was called.

14.4.24 Service: CSM Attachment API

Name Path Method Description

Deletes the specified
Delete Attachment /api/now/v1/attachment_csm/{sys_id DELETE
attachment.
}
Returns the metadata for
Get Metadata For /api/now/v1/attachment_csm GET
multiple attachments.
Attachments
Returns the binary file
Get Binary File /api/now/v1/attachment_csm/{sys_id GET
attachment for the speci-
Attachment }/file fied attachment sys_id.
Returns the metadata for
Get Metadata For /api/now/v1/attachment_csm/{sys_id GET
the attachment file with
Attachment } the specific attachment
sys_id.
Uploads a specified binary
Upload Binary File As /api/now/v1/attachment_csm/file POST
file as an attachment to a
An Attachment To A specified record.
Record
Uploads a multipart file
Upload Multipart File /api/now/v1/attachment_csm/upload POST
attachment
Attachment

14.4.25 Service: CTI API

Name Path Method Description

Pass events from a /api/sn_cti_core/cti_api/softphone/ POST Passes events from a

CCP provider to a sources/{source}/actor/{actor}/even Contact Control Panel
ServiceNow instance ts/{event} (CCP) provider to a
ServiceNow instance

Render transcripts Renders transcripts and

/api/sn_cti_core/cti_api/call_analys
and recordings for a GET recordings for a specified
is/{interaction_sys_id}
specified agent call agent call

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14.4.26 Service: Customer Central API

Name Path Method Description

Get customer Returns customer

/api/sn_customercentral/cust_centr
information and information and
al/custinfo/{context}/{context_insta GET
configuration details configuration details for a
nce}/{target}
specific customer context

14.4.27 Service: DevOps API

Name Path Method Description

Get a schema object /api/sn_devops/devops/code/schem GET Returns the schema

for a specified code a object for a specified
resource code

Check an /api/sn_devops/devops/orchestratio GET Checks if the

orchestration task n/changeControl orchestration task is
under change control.

Get a schema object /api/sn_devops/devops/orchestratio GET Returns the schema

for a specified n/schema object for a specified
orchestration orchestration resource.
resource

Verify that the /api/sn_devops/devops/orchestratio GET Verifies that the

information is valid n/stepMapping information being passed
is valid for the creation
of an orchestration task
and is valid for
association to a
previously created step.

Get a schema object /api/sn_devops/devops/plan/schem GET Returns the schema

for a specific plan a object for a specific plan:
app, version, or work
item.

Register artifacts /api/sn_devops/devops/artifact/reg POST Enables orchestration

istration tools to register artifacts
into a ServiceNow
instance.

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Name Path Method Description

Register a callback /api/sn_devops/devops/orchestratio POST Registers a callback with

for an orchestration n/changeControl a ServiceNow instance for
task an orchestration task
under change control,
which can be called once
a decision has been made
on the change request.

Create an /api/sn_devops/devops/orchestratio POST Verifies that the

orchestration task and n/stepMapping information being passed
make an association is valid for the creation
of an orchestration task
and is valid for
association to a
previously created step.
If both are valid, it
creates the orchestration
task and makes the
association.

Create new artifact /api/sn_devops/devops/package/re POST Enables orchestration

packages gistration tools to create new
artifact packages that
contain specified artifact
versions.

Update the Updates the change

information for an /api/sn_devops/devops/orchestratio control information for
PUT
orchestration task n/changeControl/{changeControlId} the specified
orchestration task.

14.4.28 Service: Email API

Name Path Method Description

Create Email /api/now/email POST Creates the email record

specified in the request
body.

Get Email Returns the record details

/api/now/email/{id} GET of the specified email
record.

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14.4.29 Service: HR REST API

Name Path Method Description

Get employees profile Returns employee profile

information /api/sn_hr_core/hr_rest_api/get_us information for
GET
a_employee_profile employees based in the
United States.

14.4.30 Service: Identification and Reconciliation API

Name Path Method Description

Insert Or Update CIs /api/now/identifyreconcile POST Inserts or updates

By Applying configuration items (CIs)
Identification And in the CMDB by applying
Reconciliation Rules identification and
reconciliation rules to the
specified payload
(request body). Use this
API instead of updating
the CMDB directly.

Insert Or Update CIs Inserts or updates

By Applying configuration items (CIs)
Identification And in the CMDB by applying
Reconciliation Rules identification and
/api/now/identifyreconcile/enhance
And Enhanced IRE POST reconciliation rules to the
d
Options specified payload
(request body). Use this
API instead of updating
the CMDB directly.

Simulate Submission Determines the CMDB

Of Payload To operation (insert/update)
/now/identifyreconcil to perform with the
e Endpoint specified payload
/api/now/identifyreconcile/query POST
(request body), without
committing the
operations in the
database.

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Name Path Method Description

Simulate Submission Determines the CMDB

Of Payload To operation (insert/update)
/now/identifyreconcil to perform with the
e/enhanced Endpoint /api/now/identifyreconcile/queryEn specified payload
POST
hanced (request body), without
committing the
operations in the
database.

14.4.31 Service: Import Set API

Name Path Method Description

Insert Record /api/now/import/{stagingTableNam POST Inserts incoming data into

e} a specified staging table
and triggers
transformation based on
predefined transform
maps in the import set
table.

Get Record Retrieves the specified

/api/now/import/{stagingTableNam import staging record and
GET
e}/{sys_id} resulting transformation
result.

14.4.32 Service: Interaction Management API

Name Path Method Description

Changes the state of an
Change interaction /api/now/interaction/{interaction_id} POST
interaction to closed or
state /close closed complete.
Insert or Update Inserts or updates a record
record in interaction /api/now/interaction POST in the interaction table.
table

14.4.33 Service: Knowledge Management REST API

Name Path Method Description

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Name Path Method Description

Get knowledge base /api/sn_km_api/knowledge/articles GET Returns a list of

articles knowledge base (KB)
articles which can be
searched and filtered
using various parameters.

Get a knowledge /api/sn_km_api/knowledge/articles Returns a knowledge

article attachment as /{article_sys_id}/attachments/{atta GET article attachment as a
a file chment_sys_id} file.

Get a list of the most- Returns a list of the

viewed knowledge /api/sn_km_api/knowledge/articles most-viewed knowledge
GET
articles /featured articles and featured
knowledge articles.

Get specific Returns specific

knowledge article /api/sn_km_api/knowledge/articles knowledge article
GET
/{id} content and its field
values.

Get most viewed Returns a list of

articles /api/sn_km_api/knowledge/articles knowledge articles
GET
/most_viewed prioritized by most-
viewed.

14.4.34 Service: MetricBase Time Series API

Name Path Method Description

Retrieve of insert /api/now/clotho/table/{table}/{sub GET Retrieves specified time

data agains ject}/{metric} series data from the
MetricBase MetricBase database.

Transfrom the Transforms the specified

/api/now/clotho/transform/{table}/
specified data GET data based on the
{metric}
specified parameters.

Retrieves and Retrieves and optionally

optionally groups time groups time series data
series data for one or more metrics
/api/now/clotho/transform POST
after applying a specified
list of transforms that
form a linear pipeline.

Adds time series data

Adds time series data to
to the MetricBase /api/now/clotho/put POST
the MetricBase database.
database.

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14.4.35 Service: Predictive Intelligence API

Name Path Method Description

Get prediction of a /api/now/agent_intelligence/solutio GET Predicts an output field

value for specific n/{solution_name}/prediction value using a specific
solution solution.

Get predictions for /api/now/agent_intelligence/solutio Returns predictions for

GET
multiple solutions n/prediction multiple solutions.

14.4.36 Service: Push Installation API

Name Path Method Description

Add or update device /api/now/push/{pushApplicationNa POST Adds or updates tokens

push notifications me}/installation that enable devices to
receive push notifications
from the specified
application.

Remove push Deactivates the tokens

installation that enable mobile
/api/now/push/{pushApplicationNa
POST devices to receive push
me}/removeInstallation
notifications from the
specified application.

14.4.37 Service: Push Metrics API

Name Path Method Description

Post raw Operational /api/mid/sa/metrics POST Pushes raw Operational

Intelligence data Intelligence data from an
external source to the
MID Server.

14.4.38 Service: Response Templates API

Name Path Method Description

Return records from /api/sn_templated_snip/response_t POST Returns records from the

the Response emplates/get_templates Response Templates
Templates [sn_templated_snip_note
_template] table.

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14.4.39 Service: User Role Inheritance API

Name Path Method Description

Get user Role api/global/user_role_inheritance GET Returns the queried user's

Inheritance roles and determines
which roles are inherited.

14.4.40 Service: SAM-Software Usage Data Integration API

Name Path Method Description

createOrUpdateSAMR /api/now/sam_software_usage_inte POST Creates or updates a

ecord gration/createOrUpdate specified record in the
Software Usage
[samp_sw_usage] table.

14.4.41 Service: Virtual Agent Bot Integration API

Name Path Metho Description

d

Send a message /api/sn_va_as_service/bot/i POST Sends a specified

to a specified VA ntegration message,
bot attachment, or URL
to a specified
secondary
ServiceNow Virtual
Agent (VA) bot.

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CloudStreams ServiceNow Enterprise Service Management Connector

(San Diego)

15.1 Overview

The webMethods CloudStreams Provider for ServiceNow (San Diego) supports the same OS platforms
as those supported by CloudStreams.
The following sections describe only the basic information you need to design or use the REST
resources supported with the webMethods CloudStreams Provider for ServiceNow.
For detailed information about each REST resource, see the ServiceNow documentation.
ServiceNow integrates with many third-party applications and data sources. The most common
integrations are with CMDB, Incident Management, Problem Management, Change Management, User
Administration, and Single Sign-on.

15.2 Connector details

• SaaS Provider: ServiceNow

• Connector Name: ServiceNow Enterprise Service Management
• API Version: San Diego
• API Type: REST
• Developer: Software AG
• Group: ServiceNow
• CloudStreams Minimum Version Compatibility: 10.5

15.3 Manage ServiceNow Connections

ServiceNow (San Diego) Rest APIs use OAuth 2.0. The Access Token is passed when you invoke any of
the REST API endpoints. The access token is valid for 30 minutes. The client application is
responsible for storing and protecting this token. You can manage the ServiceNow (Paris) connection
by enabling the connection pool and session management. Set the Session Management field to
“auto” and “Session Timeout (min)” value needs to be specified.

REST Resources

15.4.1 Request and Response Processing

The cloud connector contains the expected Request and Response default values for each of the
REST resources. When you create a Cloud Connector Service in Software AG Designer, you either use
the default values (recommended when you are not sure what values are required) or select Request
and Response values from a drop-down list.

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For CloudStreams connector, the request and response processing type can be set to either
Document or Binary Stream. See Editing a Cloud Connector Service for a REST-Based Provider for
more information on setting Request Processing and Response Processing types.

15.4.2 Error and Fault Handling

The ServiceNow REST API error codes and messages return within the response documents and do not
have separate error doctypes.
To handle errors, see error response. Here are the relevant fields:
• Status: "FAILURE”.
• Detail: Shows the detail about the error occurred.
• Message: Explanation about the source of the error.

15.4.3 Excluded Resources

We have excluded the CCCIF Media Resource -API in ServiceNow San Diego. It has some different
scope needs to be set in the ServiceNow UI with the help of ServiceNow Supports experts. This API
needs the Paid plugin to be install in the ServiceNow UI, which may differ from one tenant to other
tenant.

15.4.4 Supported Resources

ServiceNow REST resources have been categorized into the following functional areas:
• Table API
• ScoreCards API
• Service Catalog API
• Email API
• User Role Inheritance API
• Account API
• ActivitySubscriptions API
• AWA (Advanced Work Assignment) Agent API
• AWA Routing API
• Aggregate API
• Application Service API
• Attachment API
• Batch API
• Case API
• Change Management API
• CI Lifecycle Management API
• CMDB Data Ingestion API

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• CMDB Instance API

• CMDB Meta API
• Consumer API
• Contact API
• Continuous Integration/Continuous Delivery (CI/CD) API
• CSM Attachment API
• CTI API
• Customer Central API
• DevOps API
• HR REST API
• Identification and Reconciliation API
• Import Set API
• Interaction Management API
• Knowledge Management API
• MetricBase Time Series API
• Predictive Intelligence API
• Push Installation API
• Push Metrics API
• Response Templates API
• SAM-Software Usage Data Integration API
• Virtual Agent Bot Integration API
• Product Catalog Open API
• Product Inventory Open API
• Product Order Open API
• Service Catalog Open API
• System for Cross-domain Identity Management (SCIM) API

15.4.5 Service: Table API

Name Path Method Description

Insert Record /api/now/table/{tableName} POST Inserts a record in the

specified table.

Update Record Updates the specified

/api/now/table/{tableName}/{sys_i
PATCH record with the request
d}
body.

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Name Path Method Description

Updates the specified

/api/now/table/{tableName}/{sys_i
Modify Record PUT record with the request
d}
body.

Deletes the specified

/api/now/table/{tableName}/{sys_i
Delete Record DELETE record from the specified
d}
table.

Retrieves the record

/api/now/table/{tableName}/{sys_i identified by the
Get Record GET
d} specified sys_id from the
specified table.

Retrieves multiple
records for the specified
List Records /api/now/table/{tableName} GET
table with proper
pagination information.

15.4.6 Service: ScoreCard API

Name Path Method Description

List all scorecards /api/now/table/ scorecards GET Retrieves a list of

Scorecards.

15.4.7 Service: ServiceCatalog API

Name Path Method Description

List Catalogs /api/sn_sc/servicecatalog/catalogs GET Retrieves a list of

catalogs to which the
user has access to.

Get Catalog /api/sn_sc/servicecatalog/catalogs/ Retrieves details of a

GET
{sys_id} catalog.

Retrieves a list of
List Catalog /api/sn_sc/servicecatalog/catalogs/
GET categories for a specific
Categories {sys_id}/categories
catalog

/api/sn_sc/servicecatalog/categorie Retrieves details of a

Get Category GET
s/{sys_id} category.

Retrieves a list of catalog

List of Catalog Items /api/sn_sc/servicecatalog/items GET
items

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Name Path Method Description

/api/sn_sc/servicecatalog/items/{sy Retrieves details of a

Get Catalog Item GET
s_id} specific catalog item.

Checks out the cart and

/api/sn_sc/servicecatalog/cart/chec returns the request
CheckOut Cart POST
kout number and request
order ID.

/api/sn_sc/servicecatalog/items/{sy Adds an item to the cart

Add Item To Cart POST
s_id}/add_to_cart of the current user.

/api/sn_sc/ Adds the specified item

Add Item To Wishlist servicecatalog/items/{sys_id}/add_t POST to the wish list cart.
o_wishlist

Retrieves an array of
/api/sn_sc/servicecatalog/items/{sy
Checkout Order Guide POST contents requested for
s_id}/checkout_guide
checkout.

Returns a list of users

whose request for the
/api/sn_sc/servicecatalog/items/{it specified item cannot be
Get Invalid Delegated delegated (requested by
em_sys_id}/get_invalid_delegated_u POST
Users another user.)
sers
Orders the specified
catalog item.

/api/sn_sc/servicecatalog/items/{sy Orders the specified

Buy Item POST
s_id}/order_now catalog item.

/api/sn_sc/servicecatalog/variables Returns the display value

Variable display value POST
/{sys_id}/display_value of the specified variable.

Creates a record and

returns the Table API
Submit a Record /api/sn_sc/servicecatalog/items/{sy
POST relative path and redirect
Producer s_id}/submit_producer
URL to access the created
record.

Retrieves a list of items

Describe Needs of an /api/sn_sc/servicecatalog/items/{sy based on the needs
PUT
Order Guide s_id}/submit_guide described for an order
guide.

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Name Path Method Description

Retrieves the default list

of cart contents, cart
Default Cart Contents /api/sn_sc/servicecatalog/cart GET details, and price shown
on the two-step checkout
page.

Retrieves the shipping

/api/sn_sc/servicecatalog/cart/deli
Get Shipping Address GET address of the requested
very_address/{user_id}
user.
Verifies whether the
Verifies whether user specified delegated user
/api/sn_sc/servicecatalog/items/{it
has acquisition rights GET has acquisition rights to
em_sys_id}/delegation/{user_sys_id} the specified service cat-
to catalog item
alog item.
Retrieves the list of items
List Wishlist Items /api/sn_sc/servicecatalog/wishlist GET in the logged in user's
wish list.
Retrieves the details of
/api/sn_sc/servicecatalog/wishlist/{
Get Wishlist Item GET the specified item stored
cart_item_id} in the wish list cart.

/api/sn_sc/servicecatalog/cart/{car Updates any item in the

Update Cart Item PUT
t_item_id} cart.

Updates the values of

Updates variables in a /api/sn_sc/servicecatalog/variables
PUT specified variables in a
table record. /{table_name}/{sys_id}
specified table record.

Delete Items From /api/sn_sc/servicecatalog/cart/{car Deletes the items in the

DELETE
Cart t_item_id} cart for a given sys_id.

Deletes the cart and

/api/sn_sc/servicecatalog/cart/{sys contents of the cart for a
Empty Cart DELETE
_id}/empty given user role and
sys_id.

Checks out the user cart,

/api/sn_sc/servicecatalog/cart/sub whether the two-step
Submit Order POST
mit_order parameter is enabled or
disabled.

15.4.8 Service: Account API

Name Path Method Description

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Name Path Method Description

Retrieves a specified set
Retrieves CSM GET
of Customer Service Man-
accounts /api/now/account agement (CSM) accounts.

Retrieves the speci-

Retrieves CSM GET
fied Customer Service
account /api/now/account/{id} Management
(CSM) account.

15.4.9 Service: ActivitySubscriptions API

Name Path Method Description

Retrieves activity records
Retrieve activity GET
from the Subscriptions and
records /api/now/actsub/activities Activity Feed Framework
Retrieves facets configured
Retrieve facets for an GET
for an activity context
activity context /api/now/actsub/facets/{activity_con from the Subscriptions and
text}/{context_instance} Activity Feed Framework

15.4.10 Service: AWA(Advanced Work Assignment) Agent API

Name Path Method Description

Returns the current agent
Get agent presence GET
presence state and chan-
state and channel /api/now/awa/agents/{user_id} nel availability.
availability
Sets the state of a speci-
Set agent presence PUT
fied agent’s presence and,
state and channel /api/now/awa/agents/{user_id} if provided, sets the
availability agent’s channel availabil-
ity for that state.

15.4.11 Service: AWA(Advanced Work Assignment) Routing API

Name Path Method Description

Routes a document to a
POST
queue or creates a work
Routes Document To /api/now/awa/queues/{queue_sys_id} item and sets its fields
A Queue Or Creates /work_item accordingly, if an active
Work Item work item does not exist
for the specified docu-
ment.

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15.4.12 Service: Aggregate API

Name Path Method Description

Retrieves Statistical
Retrieve Statistical /api/now/stats/{tableName} GET
Calculation for table.
Calculation for table
Retrieves Statistical
Retrieve Statistical /api/now/stats/{tableName} GET
Calculation for table With
Calculation for table GroupBy Field.
With GroupBy Field

15.4.13 Service: Application Service API

Name Path Method Description

Retrieves a list of configu-
Get list of GET
ration items (CI) in an ap-
configuration items /api/now/cmdb/app_service/{sys_id}/ plication service and the
getContent relationships between
them.
Returns basic information
Get basic information /api/now/cmdb/csdm/app_service/fi GET
about a specified applica-
nd_service tion service.
Creates or updates an ap-
Create or update an /api/now/cmdb/app_service/create POST
plication service
application service
Creates an application
Register an POST
service record stub in the
application service /api/now/cmdb/csdm/app_service/re Application Service
gister_service [cmdb_ci_service_auto]
table and populates it with
the passedin information.
Populates the specified
Populate an /api/now/cmdb/csdm/app_service/{s PUT
application service with a
application service ervice_sys_id}/populate_service specified set of down-
stream configuration
items.
Updates the specified ap-
Update an application /api/now/cmdb/csdm/app_service/{s PUT
plication service with the
service ervice_sys_id}/service_details passed in basic
information.

15.4.14 Service: Attachment API

Name Path Method Description

Deletes the attachment
Delete Attachment /api/now/attachment/{sys_id} DELETE

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Name Path Method Description

Retrieves Attachment
List Attachments /api/now/attachment GET
Metadata for multiple at-
tachments.

Returns the binary file

Retrieve Attachment /api/now/attachment/{sys_id}/file GET
attachment with a specific
Content sys_id value.

Note: The “Requestfor-

mat” and “Responsefor-
mat” are used as request
and response headers
respectively for the
resource “Retrieve
Attachment Content”.
Returns the metadata for
Retrieve Attachment /api/now/attachment/{sys_id} GET
the attachment file with a
Metadata specific sys_id value.

Uploads a specified binary

Upload /api/now/attachment/file POST
file as an attachment.

Uploads a multipart file

Upload Multipart File /api/now/attachment/upload POST
attachment.

15.4.15 Service: Batch API

Name Path Method Description

Sends multiple REST API
Send Multiple /api/now/{api_version}/batch POST
requests in a single call.
Requests

15.4.16 Service: Case API

Name Path Method Description

Retrieves the activity
Get activity stream /api/sn_customerservice/case/{id}/ac GET
stream for a speci-
for а CSM case tivities fied Customer Service
Management (CSM) case.

Retrieves the list of

Get list оf field values /api/sn_customerservice/case/field_v GET
possible field values for a
alues/{field_name} choice or reference field in
the Case table.

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Name Path Method Description

Retrieves the list of
Get list of field values /api/sn_customerservice/case/{id}/fie GET
possible field values for a
for a record ld_values/{field_name} choice or reference field
for a specified record in
the Case table.

Retrieves the speci-

Get Case /api/sn_customerservice/case/{id} GET
fied CSM case.

Retrieves a specified set of

List Cases /api/sn_customerservice/case GET
CSM cases.

Creates a new CSM case.

Create Case /api/sn_customerservice/case POST
Updates the specified
Update Case /api/sn_customerservice/case/{id} PUT
existing CSM case with the
passed-in parameters.

15.4.17 Service: Change Management API

Name Path Method Description

Deletes the change request
Delete change /api/sn_chg_rest/change/{change_sys DELETE
task identified by the
request task _id}/task/{task_sys_id} specified sys_ids.
Cancels the running con-
Cancel the running /api/sn_chg_rest/change/{sys_id}/con DELETE
flict checking process for
conflict checking flict the specified change re-
process quest (sys_id).
Deletes the emergency
Delete an emergency /api/sn_chg_rest/change/emergency/ DELETE
change request identified
change request {sys_id} by the specified sys_id.
Deletes the normal change
Delete a normal /api/sn_chg_rest/change/normal/{sys DELETE
request identified by the
change request _id} specified sys_id.
Deletes the standard
Delete a standard /api/sn_chg_rest/change/standard/{s DELETE
change request identified
change request ys_id} by the specified sys_id.
Retrieves one or more
Get tasks /api/sn_chg_rest/change/{change_sys GET
tasks associated with a
_id}/task specified change request
based on the specified
criteria.
Retrieves multiple configu-
Get configuration /api/sn_chg_rest/change/{sys_id}/ci GET
ration items (CIs) associat-
items ed to a specified change
request based on the spec-
ified association type.

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Name Path Method Description

Retrieves the status of the
Get status of the /api/sn_chg_rest/change/{sys_id}/con GET
currently running change
conflict checking flict request conflict checking
process process or the results of
the last completed conflict
checking process for the
specified change request.
Retrieves one or more
Get emergency /api/sn_chg_rest/change/emergency GET
emergency change re-
change requests quests based on the speci-
fied criteria.
Retrieves the emergency
Get the emergency /api/sn_chg_rest/change/emergency/ GET
change request identified
change request {sys_id} by the specified sys_id.
Retrieves one or more
Get normal change /api/sn_chg_rest/change/normal GET
normal change requests
requests based on the specified
criteria.
Retrieves the normal
Get the normal /api/sn_chg_rest/change/normal/{sys GET
change request identified
change request _id} by the specified sys_id.
Retrieves one or more
Get standard change /api/sn_chg_rest/change/standard GET
standard change requests
requests based on the specified
criteria.
Retrieves the standard
Get the standard /api/sn_chg_rest/change/standard/{s GET
change request identified
change request ys_id} by the specified sys_id.
Retrieves one or more
Get standard change /api/sn_chg_rest/change/standard/te GET
standard change templates
templates mplate based on the specified
criteria.
Retrieves the standard
Get the standard /api/sn_chg_rest/change/standard/te GET
change template identified
change template mplate/{sys_id} by the specified sys_id.
Retrieves the current sta-
Get information about /api/sn_chg_rest/change/worker/{sys GET
tus, information, and er-
the specified _id} rors for the specified asyn-
asynchronous worker chronous worker.
Allows the current user to
Approve or reject a /api/sn_chg_rest/change/{sys_id}/app PATCH
approve or reject a change
change request rovals request approval record
for the specified change
request (sys_id).
Updates the change
Update a change /api/sn_chg_rest/change/{change_sys PATCH
request task identified by
request task _id}/task/{task_sys_id} the specified sys_ids with
the key-value pairs in the
request body or the URL.

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Name Path Method Description

Updates the emergency
Update an emergency /api/sn_chg_rest/change/emergency/ PATCH
change request identified
change request {sys_id} by the specified sys_id
with the key-value pairs in
the request body or the
URL.
Updates the normal
Update a normal /api/sn_chg_rest/change/normal/{sys PATCH
change request identified
change request _id} by the specified sys_id
with the parameters in the
request body or the URL.
Updates the standard
Update a standard /api/sn_chg_rest/change/standard/{s PATCH
change request identified
change request ys_id} by the specified sys_id
with the parameters in the
request body or in the
URL.
Calculates the risk and
Calculate the risk of a /api/sn_chg_rest/change/{sys_id}/risk PATCH
impact of the specified
standard change standard change based on
an evaluation of the risk
conditions.
Creates the association
Create the association /api/sn_chg_rest/change/{sys_id}/ci POST
between a change request
between a change and Configuration Man-
request and CMDB CI agement Database
(CMDB) configuration items
(CI).
Starts a change request
Create a change /api/sn_chg_rest/change/{sys_id}/con POST
conflict checking process
request checking flict for the specified change
process request (sys_id).
Creates one emergency
Create an emergency /api/sn_chg_rest/change/emergency POST
change request based on
change request the default emergency
change request record.
Multiple emergency change
request creations within a
single call is not support-
ed.
Creates one normal change
Create a normal /api/sn_chg_rest/change/normal POST
request based on the de-
change request fault normal change re-
quest record. Multiple
normal change request
creations within a single
call is not supported.
Populates the impacted
Populate the /api/sn_chg_rest/change/{sys_id}/refr POST
services/configuration
impacted services esh_impacted_services related list based on the
primary CI.

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Name Path Method Description

Creates one standard
Create a standard /api/sn_chg_rest/change/standard/{st POST
change request based on
change request based andard_change_template_id} an existing standard
on a template change template as speci-
fied by the passed-in tem-
plate sys_id.
Creates one change re-
Create a change /api/sn_chg_rest/change/{change_sys POST
quest task based on the
request task _id}/task default change request
task record and associates
it with the specified
change request.

15.4.18 Service: CI Lifecycle Management API

Name Path Method Description

Removes a CI action for a
Remove CI Action For /api/now/cilifecyclemgmt/actions DELETE
list of CIs.
A List Of CIs
Unregister an operator for
Unregister Operator /api/now/cilifecyclemgmt/operators/ DELETE
non-workflow users.
{req_id}
Returns a list of active CI
List Active Actions For /api/now/cilifecyclemgmt/actions/{sy GET
actions for the specified
CI s_id} CI.
Determines if the two
Determine Whether CI /api/now/cilifecyclemgmt/compatAct GET
specified actions are com-
Actions Are ions patible.
Compatible
Determines if the lease has
Determine Whether /api/now/cilifecyclemgmt/leases/{sys GET
expired for the requestor
The Lease Has Expired _id}/expired of a specified CI Action.
For a type of CI, determine
Determine Whether CI /api/now/cilifecyclemgmt/notAllowed GET
if a CI action is not al-
Action Is Not Allowed Action lowed for an operational
state.
Determines whether a con-
Determine Whether CI /api/now/cilifecyclemgmt/notAllowed GET
figuration item (CI) from a
Can Transition OpsTransition specified class can transi-
tion from a specified oper-
ational state to a second
specified operational
state.
Determine if the specified
Determine Whether /api/now/cilifecyclemgmt/requestors GET
requestor is a valid active
User Is A Valid /{req_id}/valid workflow user or a regis-
Requestor tered user.
Returns the CI's operation-
Get Operational State /api/now/cilifecyclemgmt/statuses/{s GET
al state.
For CI ys_id}

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Name Path Method Description

Extend the CI-action-lease
Extend CI Action's /api/now/cilifecyclemgmt/leases/{sys PATCH
time for the registered
Lease Expiration Time _id} user. If the previous lease
has expired, the new lease
time starts now.
Add an action to a list of
Add CI Action To List /api/now/cilifecyclemgmt/actions POST
CIs.
Register an operator for a
Register Operator /api/now/cilifecyclemgmt/operators POST
non-workflow user.
Set the operational state
Set State For CIs /api/now/cilifecyclemgmt/statuses POST
for list of CIs.

15.4.19 Service: CMDB Instance API

Name Path Method Description

Delete the relation for the
Remove CI Action For /api/now/cmdb/instance/{className} DELETE
specified CI.
A List Of CIs /{sys_id}/relation/{rel_sys_id}
Query records for a CMDB
Get configuration /api/now/cmdb/instance/{className} GET
class.
items
Query attributes and
Get a specified /api/now/cmdb/instance/{className} GET
relationship information
configuration item /{sys_id} for a specific record.

Replaces the attributes in

Replace the /api/now/cmdb/instance/{className} PATCH
the specified configuration
attributes in the /{sys_id} item (CI) record with the
specified specified name-value
configuration item pairs. This endpoint does
not create, update, or
delete the associated rela-
tions.

Createс a single CI with

Create a single /api/now/cmdb/instance/{className} POST
associated outbound and
configuration item inbound relations. If the
class has a dependent
identification rule de-
fined,then the input pay-
load must contain the
sys_id of the parent CI.

Addс a relation to the

Add an inbound /api/now/cmdb/instance/{className} POST
specified CI. The specified
and/or outbound /{sys_id}/relation CI is the parent.
relation to the
specified
configuration item

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Name Path Method Description

Updates the specified
Update a specified /api/now/cmdb/instance/{className} PUT
configuration item (CI)
configuration item /{sys_id} record with the specified
attribute name-value
pairs. This endpoint does
not create, update, or
delete the associated rela-
tions.

15.4.20 Service: CMDB Data Ingestion API

Name Path Method Description

Inserts records into the
Insert Records Into /api/now/cmdb/ingest/{data_source_ POST
Import Set table associat-
Import Set Table sys_id} ed with the data source
record identified by the
passed-in sys_id.

15.4.21 Service: CMDB Meta API

Name Path Method Description

Returns the meta data for
Get the meta data for /api/now/cmdb/meta/{className} GET
a CMDB class.
the specified CMDB
class

15.4.22 Service: Consumer API

Name Path Method Description

Retrieves a specified set
Get a set of CSM /api/now/consumer GET
of Customer Service Man-
consumer records agement (CSM) consumer
records.

Retrieves the speci-

Get a specified CSM /api/now/consumer/{id} GET
fied Customer Service
consumer record Management
(CSM) consumer record.

Creates a
Create a new CSM /api/now/consumer POST
new CSM consumer.
consumer

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15.4.23 Service: Contact API

Name Path Method Description

Retrieves a specified set
Get a set of CSM /api/now/contact GET
of Customer Service Man-
contacts agement (CSM) contacts.
Retrieves the speci-
Get a specified CSM /api/now/contact/{id} GET
fied Customer Service
contact Management
(CSM) contact.
Creates a new Customer
Create a new CSM /api/now/contact POST
Service Management
contact (CSM) contact.

15.4.24 Service: Continuous Integration/Continuous Delivery(CI/CD) API

Name Path Method Description

Returns the current
Get a progress of the /api/sn_cicd/progress/{progress_id} GET
progress and status of the
CI/CD function CI/CD function associated
with a passed-in progress
ID. Call this method after
calling one of the other
CI/CD endpoints such
as /sn_cicd/app_repo/publ
ish, /sn_cicd/app_repo/ins
tall,
or /sn_cicd/testsuite/run.

Returns the results of a

Get results of a test /api/sn_cicd/testsuite/results/{result GET
test suite run based on a
suite run _id} specified results identifier.
Call this endpoint after
call-
ing /sn_cicd/progress/{pro
gress_id} to obtain the
result of the executed test
suite.

Installs the specified appli-

Install a specified /api/sn_cicd/app_repo/install POST
cation from the applica-
application from the tion repository onto the
application repository local instance, the in-
stance making the end-
point call. The application
must have been previously
published, using
the /sn_cicd/app_repo/pu
blish endpoint or other
means, before this end-
point will function.

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Name Path Method Description

Publishes the specified
Publish an application /api/sn_cicd/app_repo/publish POST
application and all of its
to the application artifacts to the application
repository repository.
Initiates a rollback of a
Rollback an application /api/sn_cicd/app_repo/rollback POST
specified application to a
to a specified version specified version.
Activates the specified
Activate a specified /api/sn_cicd/plugin/{plugin_id}/activ POST
plugin.
plugin ate
Rolls back the specified
Rollback a plugin to /api/sn_cicd/plugin/{plugin_id}/rollba POST
plugin to the previous in-
the previous installed ck stalled version. If no prior
version version has been installed,
returns an error.
Starts applying changes
Start applying changes /api/sn_cicd/sc/apply_changes POST
from a remote source con-
trol to a specified local
application.
Starts a specified auto-
Start a specified /api/sn_cicd/testsuite/run POST
mated test suite. The test
automated test suite suite runs on the instance
from which the endpoint
was called.

15.4.25 Service: CSM Attachment API

Name Path Method Description

Deletes the specified
Delete Attachment /api/now/v1/attachment_csm/{sys_id DELETE
attachment.
}
Returns the metadata for
Get Metadata For /api/now/v1/attachment_csm GET
multiple attachments.
Attachments
Returns the binary file
Get Binary File /api/now/v1/attachment_csm/{sys_id GET
attachment for the speci-
Attachment }/file fied attachment sys_id.
Returns the metadata for
Get Metadata For /api/now/v1/attachment_csm/{sys_id GET
the attachment file with
Attachment } the specific attachment
sys_id.
Uploads a specified binary
Upload Binary File As /api/now/v1/attachment_csm/file POST
file as an attachment to a
An Attachment To A specified record.
Record
Uploads a multipart file
Upload Multipart File /api/now/v1/attachment_csm/upload POST
attachment
Attachment

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15.4.26 Service: CTI API

Name Path Method Description

Pass events from a /api/sn_cti_core/cti_api/softphone/ POST Passes events from a

CCP provider to a sources/{source}/actor/{actor}/even Contact Control Panel
ServiceNow instance ts/{event} (CCP) provider to a
ServiceNow instance

Render transcripts Renders transcripts and

/api/sn_cti_core/cti_api/call_analys
and recordings for a GET recordings for a specified
is/{interaction_sys_id}
specified agent call agent call

15.4.27 Service: Customer Central API

Name Path Method Description

Get customer Returns customer

/api/sn_customercentral/cust_centr
information and information and
al/custinfo/{context}/{context_insta GET
configuration details configuration details for a
nce}/{target}
specific customer context

15.4.28 Service: DevOps API

Name Path Method Description

Get a schema object /api/sn_devops/devops/code/schem GET Returns the schema

for a specified code a object for a specified
resource code

Check an /api/sn_devops/devops/orchestratio GET Checks if the

orchestration task n/changeControl orchestration task is
under change control.

Get a schema object /api/sn_devops/devops/orchestratio GET Returns the schema

for a specified n/schema object for a specified
orchestration orchestration resource.
resource

Verify that the /api/sn_devops/devops/orchestratio GET Verifies that the

information is valid n/stepMapping information being passed
is valid for the creation
of an orchestration task
and is valid for
association to a
previously created step.

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Name Path Method Description

Get a schema object /api/sn_devops/devops/plan/schem GET Returns the schema

for a specific plan a object for a specific plan:
app, version, or work
item.

Register artifacts /api/sn_devops/devops/artifact/reg POST Enables orchestration

istration tools to register artifacts
into a ServiceNow
instance.

Register a callback /api/sn_devops/devops/orchestratio POST Registers a callback with

for an orchestration n/changeControl a ServiceNow instance for
task an orchestration task
under change control,
which can be called once
a decision has been made
on the change request.

Create an /api/sn_devops/devops/orchestratio POST Verifies that the

orchestration task and n/stepMapping information being passed
make an association is valid for the creation
of an orchestration task
and is valid for
association to a
previously created step.
If both are valid, it
creates the orchestration
task and makes the
association.

Create new artifact /api/sn_devops/devops/package/re POST Enables orchestration

packages gistration tools to create new
artifact packages that
contain specified artifact
versions.

Update the Updates the change

information for an /api/sn_devops/devops/orchestratio control information for
PUT
orchestration task n/changeControl/{changeControlId} the specified
orchestration task.

15.4.29 Service: Email API

Name Path Method Description

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Name Path Method Description

Create Email /api/now/email POST Creates the email record

specified in the request
body.

Get Email Returns the record details

/api/now/email/{id} GET of the specified email
record.

15.4.30 Service: HR REST API

Name Path Method Description

Get employees profile Returns employee profile

information /api/sn_hr_core/hr_rest_api/get_us information for
GET
a_employee_profile employees based in the
United States.

15.4.31 Service: Identification and Reconciliation API

Name Path Method Description

Insert Or Update CIs /api/now/identifyreconcile POST Inserts or updates

By Applying configuration items (CIs)
Identification And in the CMDB by applying
Reconciliation Rules identification and
reconciliation rules to the
specified payload
(request body). Use this
API instead of updating
the CMDB directly.

Insert Or Update CIs Inserts or updates

By Applying configuration items (CIs)
Identification And in the CMDB by applying
Reconciliation Rules identification and
/api/now/identifyreconcile/enhance
And Enhanced IRE POST reconciliation rules to the
d
Options specified payload
(request body). Use this
API instead of updating
the CMDB directly.

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Name Path Method Description

Simulate Submission Determines the CMDB

Of Payload To operation (insert/update)
/now/identifyreconcil to perform with the
e Endpoint specified payload
/api/now/identifyreconcile/query POST
(request body), without
committing the
operations in the
database.

Simulate Submission Determines the CMDB

Of Payload To operation (insert/update)
/now/identifyreconcil to perform with the
e/enhanced Endpoint /api/now/identifyreconcile/queryEn specified payload
POST
hanced (request body), without
committing the
operations in the
database.

15.4.32 Service: Import Set API

Name Path Method Description

Insert Record /api/now/import/{stagingTableNam POST Inserts incoming data into

e} a specified staging table
and triggers
transformation based on
predefined transform
maps in the import set
table.

Get Record Retrieves the specified

/api/now/import/{stagingTableNam import staging record and
GET
e}/{sys_id} resulting transformation
result.

15.4.33 Service: Interaction Management API

Name Path Method Description

Changes the state of an
Change interaction /api/now/interaction/{interaction_id} POST
interaction to closed or
state /close closed complete.
Insert or Update
Inserts or updates a record
record in interaction /api/now/interaction POST in the interaction table.
table

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15.4.34 Service: Knowledge Management REST API

Name Path Method Description

Get knowledge base /api/sn_km_api/knowledge/articles GET Returns a list of

articles knowledge base (KB)
articles which can be
searched and filtered
using various parameters.

Get a knowledge /api/sn_km_api/knowledge/articles Returns a knowledge

article attachment as /{article_sys_id}/attachments/{atta GET article attachment as a
a file chment_sys_id} file.

Get a list of the most- Returns a list of the

viewed knowledge /api/sn_km_api/knowledge/articles most-viewed knowledge
GET
articles /featured articles and featured
knowledge articles.

Get specific Returns specific

knowledge article /api/sn_km_api/knowledge/articles knowledge article
GET
/{id} content and its field
values.

Get most viewed Returns a list of

articles /api/sn_km_api/knowledge/articles knowledge articles
GET
/most_viewed prioritized by most-
viewed.

15.4.35 Service: MetricBase Time Series API

Name Path Method Description

Retrieve of insert /api/now/clotho/table/{table}/{sub GET Retrieves specified time

data agains ject}/{metric} series data from the
MetricBase MetricBase database.

Transfrom the Transforms the specified

/api/now/clotho/transform/{table}/
specified data GET data based on the
{metric}
specified parameters.

Retrieves and Retrieves and optionally

optionally groups time groups time series data
series data for one or more metrics
/api/now/clotho/transform POST
after applying a specified
list of transforms that
form a linear pipeline.

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Name Path Method Description

Adds time series data

Adds time series data to
to the MetricBase /api/now/clotho/put POST
the MetricBase database.
database.

15.4.36 Service: Predictive Intelligence API

Name Path Method Description

Get prediction of a /api/now/agent_intelligence/solutio GET Predicts an output field

value for specific n/{solution_name}/prediction value using a specific
solution solution.

Get predictions for /api/now/agent_intelligence/solutio Returns predictions for

GET
multiple solutions n/prediction multiple solutions.

15.4.37 Service: Push Installation API

Name Path Method Description

Add or update device /api/now/push/{pushApplicationNa POST Adds or updates tokens

push notifications me}/installation that enable devices to
receive push notifications
from the specified
application.

Remove push Deactivates the tokens

installation that enable mobile
/api/now/push/{pushApplicationNa
POST devices to receive push
me}/removeInstallation
notifications from the
specified application.

15.4.38 Service: Push Metrics API

Name Path Method Description

Post raw Operational /api/mid/sa/metrics POST Pushes raw Operational

Intelligence data Intelligence data from an
external source to the
MID Server.

15.4.39 Service: Response Templates API

Name Path Method Description

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Name Path Method Description

Return records from /api/sn_templated_snip/response_t POST Returns records from the

the Response emplates/get_templates Response Templates
Templates [sn_templated_snip_note
_template] table.

15.4.40 Service: User Role Inheritance API

Name Path Method Description

Get user Role api/global/user_role_inheritance GET Returns the queried user's

Inheritance roles and determines
which roles are inherited.

15.4.41 Service: SAM-Software Usage Data Integration API

Name Path Method Description

createOrUpdateSAMR /api/now/sam_software_usage_inte POST Creates or updates a

ecord gration/createOrUpdate specified record in the
Software Usage
[samp_sw_usage] table.

15.4.42 Service: Virtual Agent Bot Integration API

Name Path Metho Description

d

Send a message /api/sn_va_as_service/bot/i POST Sends a specified

to a specified VA ntegration message,
bot attachment, or URL
to a specified
secondary
ServiceNow Virtual
Agent (VA) bot.

15.4.43 Service: Product Catalog Open API

Name Path Method Description

Retrieves list Product /api/sn_prd_pm_adv/catalogmanage GET Retrieves a list of all

Offering Catalogs ment/catalog product offering catalogs

Retrieves All Product /api/sn_prd_pm_adv/catalogmanage GET Retrieves all product

Offering ment/productoffering offerings.

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Name Path Method Description

Retrieves Product /api/sn_prd_pm_adv/catalogmanage GET Retrieves a product

Offering Catalogs ment/catalog/{catalogId} offering catalog.

Retrieves Product /api/sn_prd_pm_adv/catalogmanage GET Retrieves a product

Offering ment/productoffering/{offeringId} offering.

Retrieves All Product /api/sn_prd_pm_adv/catalogmanage GET Retrieves All Product

Specifications ment/productspecification Specifications

Retrieves Product /api/sn_prd_pm_adv/catalogmanage GET Retrieves a product

Specifications ment/productspecification/{specific specification.
ationId}

Creates Product /api/sn_prd_pm_adv/catalogmanage POST Creates a product

Offering Catalog ment/catalog offering catalog.

Creates Product /api/sn_prd_pm_adv/catalogmanage POST Creates a product

Offering ment/productoffering offering.

Creates Product /api/sn_prd_pm_adv/catalogmanage POST Creates a product

Specification ment/productspecification specification.

15.4.44 Service: Product Inventory Open API

Name Path Method Description

Retrieves List Of All /api/sn_ind_tmt_orm/productorder GET Retrieves a list of all

Product Inventories product inventories.

Retrieves Product /api/sn_prd_invt/productinventory/ GET Retrieves a product

Inventory {inventoryId} inventory.

Creates Product /api/sn_prd_invt/productinventory POST Creates a product

Inventory inventory.

15.4.45 Service: Product Order Open API

Name Path Method Description

Create Specified /api/sn_ind_tmt_orm/productorder POST Creates the specified

Customer Order customer order and
customer order line
items.

Retrieves All Product /api/sn_ind_tmt_orm/productorder GET Retrieves all product

Orders orders.

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Name Path Method Description

Retrieve Specified /api/sn_ind_tmt_orm/productorder/ GET Retrieves the specified

Product Orders {id} product order.

Updates Specified /api/sn_ind_tmt_orm/productorder/ PATCH Updates the specified

Customer Order {id} customer order.

Cancels Specified /api/sn_ind_tmt_orm/cancelproduct POST Cancels the specified

Customer Order order customer order.

15.4.46 Service: Service Catalog Open API

Name Path Method Description

Get Service /api/sn_prd_pm_adv/catalogmanage GET Retrieves a list of all

Specification ment/servicespecification service specifications.

Retrieve Service /api/sn_prd_pm_adv/catalogmanage GET Retrieves a service

specification By ID ment/servicespecification/{specifica specification.
tionId}

Create Service /api/sn_prd_pm_adv/catalogmanage POST Creates a service

Specification ment/servicespecification specification.

15.4.47 Service: System for Cross-domain Identity Management (SCIM) API

Name Path Method Description

Get SCIM Groups /api/now/scim/Groups GET Returns one or more

group records.

get SCIM Group By ID /api/now/scim/Groups/{group_id} GET Returns the specified

group record from the
Group.

Create Scim Group /api/now/scim/Groups POST Creates a group record in

Record the Group using the
System for Cross-domain
Identity Management
(SCIM) protocol.

Patch SCIM Groups By /api/now/scim/Groups/{group_id} PATCH Enables you to add,

ID update, and delete
specified fields in a group
record in the Group.

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Name Path Method Description

Updates Scim Group /api/now/scim/Groups/{group_id} PUT Updates the specified

Record group record in the Group
using the System for
Cross-domain Identity
Management (SCIM)
protocol.

Delete Scim Groups /api/now/scim/Groups/{group_id} DELETE Deletes the specified

group record from the
Group

Get SCIM Users /api/now/scim/Users GET Returns one or more user

records from the User
using the System for
Cross-domain Identity
Management (SCIM)
protocol.

get SCIM User By ID /api/now/scim/Users/{user_id} GET Returns the specified user

record from the User.

Create Scim User /api/now/scim/Users POST Creates a user record in

Record the User using the System
for Cross-domain Identity
Management (SCIM)
protocol.

Delete Scim Users /api/now/scim/Users/{user_id} DELETE Deletes the specified user

record from the User.

Patch SCIM Users By /api/now/scim/Users/{user_id} PATCH Enables you to add,

ID replace, and remove
specified fields in a user
record in the User.

Updates Scim User /api/now/scim/Users/{user_id} PUT Updates the specified

Record user record in the User
using the System for
Cross-domain Identity
Management (SCIM)
protocol.

Get SCIM Resource /api/now/scim/ResourceTypes GET Retrieves information

Tpes about all System for
Cross-domain Identity
Management.

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Name Path Method Description

Get SCIM Resource /api/now/scim/ResourceTypes/{Res GET Retrieves information

Tpes By Name ourceName} about the specified
System for Cross-domain
Identity Management
(SCIM) resource type.

Get SCIM Schemas /api/now/scim/Schemas GET Retrieves information

about all System for
Cross-domain Identity
Management (SCIM)
resource schemas
supported by a
ServiceNow instance.

Get SCIM Schemas By /api/now/scim/Schemas/{SchemaNa GET Retrieves information

Schema Name me} about the specified
System for Cross-domain
Identity Management
(SCIM) resource schemas
supported by a
ServiceNow instance.

Get SCIM /api/now/scim/ServiceProviderConfi GET Returns the configuration

ServiceProviderConfig g metadata to use to obtain
information about the
service capabilities,
configurations, schemas,
and resource types for
the System for Cross-
domain Identity
Management (SCIM)
endpoints available
within a ServiceNow
instance.

Get SCIM Companies /api/now/scim/Companies GET Returns one or more

company records from
the Company
[core_company] table
within a ServiceNow
instance using the System
for Cross-domain Identity
Management (SCIM)
protocol.

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Name Path Method Description

Get SCIM Companies /api/now/scim/Companies/{compan GET Returns the specified

By ID y_id} company record from the
Company [core_company]
table within a ServiceNow
instance using the System
for Cross-domain Identity
Management (SCIM)
protocol.

Get SCIM CostCenters /api/now/scim/CostCenters GET Returns one or more cost

center records from the
Cost Center
[cmn_cost_center] table
within a ServiceNow
instance using the System
for Cross-domain Identity
Management (SCIM)
protocol.

Get SCIM CostCenters /api/now/scim/CostCenters/{cost_c GET Returns the specified cost

By ID enter_id} center record from the
Cost Center
[cmn_cost_center] table
within a ServiceNow
instance using the System
for Cross-domain Identity
Management (SCIM)
protocol.

Get SCIM Departments /api/now/scim/Departments GET Returns one or more

department records from
the Department
[cmn_department] table
within a ServiceNow
instance using the System
for Cross-domain Identity
Management (SCIM)
protocol.

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Name Path Method Description

Get SCIM Departments /api/now/scim/Departments/{depar GET Returns the specified

By ID tment_id} department record from
the Department
[cmn_department] table
within a ServiceNow
instance using the System
for Cross-domain Identity
Management (SCIM)
protocol.

Get SCIM Locations /api/now/scim/Locations GET Returns one or more

location records from the
Location [cmn_location]
table within a ServiceNow
instance using the System
for Cross-domain Identity
Management (SCIM)
protocol.

Get SCIM Locations By /api/now/scim/Locations/{location_ GET Returns the specified

ID id} location record from the
Location [cmn_location]
table within a ServiceNow
instance using the System
for Cross-domain Identity
Management (SCIM)
protocol.

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CRUD operations for Incident, Change Request, and Problem

Management in REST Connectors (Helsinki, Istanbul, Kingston, Orlando,
Paris, and San Diego)
Insert
Creating an Incident, Change Request, and Problem on a REST connector can be done by using the
TABLE API Insert Record operation, and by choosing the appropriate businessObject (incident, change
request, or problem).
Update
Updating an Incident, Change Request, and Problem on a REST connector can be done by using the
TABLE API Update Record operation, and by choosing the appropriate businessObject (incident,
change request, or problem).
Read
Reading an Incident, Change Request, and Problem on a REST connector can be done by using the
TABLE API Get Record operation, and by choosing the appropriate businessObject (incident, change
request, or problem).
Delete
Deleting an Incident, Change Request, and Problem on a REST connector can be done by using the
TABLE API Delete Record operation, and by choosing the appropriate businessObject (incident,
change request, or problem).

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FAQ and Troubleshooting

I come across network connectivity related issues, for example, IO and read timeout, while
enabling a connection or executing a service.
These errors may be due to network connectivity issues, which can be handled by observing the
following guidelines:
• If your company has the proxy server configured, set up the proxy settings in the Integration
Server Administrator. Go to Settings > Proxy Servers and specify the proxy alias in the
respective Connector Connection page.
If you have already configured that alias as the default proxy for Integration Server, you do not
need to specify the proxy alias in the Connector Connection page.
If you have not configured any proxy alias as the default proxy, then you must explicitly set the
proxy alias name in the CloudStreams connection page in the Proxy Server Alias field.
• In case the network is slow or the backend processing takes longer than usual, increase the
Connection Timeout and the Socket Read Timeout values.

©2023 Software AG. All rights reserved. Page 131

 ABOUT SOFTWARE AG
Software AG offers the world’s first Digital Business Platform. Recognized as a leader by the industry’s top analyst firms, Software AG helps you combine existing systems on
premises and in the cloud into a single platform to optimize your business and delight your customers. With Software AG, you can rapidly build and deploy Digital Business
Applications to exploit real-time market opportunities. Get maximum value from big data, make better decisions with streaming analytics, achieve more with the Internet
of Things, and respond faster to shifting regulations and threats with intelligent governance, risk and compliance. The world’s top brands trust Software AG to help them
rapidly innovate, differentiate and win in the digital world. Learn more at [Link].

© 2023 Software AG. All rights reserved. Software AG and all Software AG products are either trademarks or registered trademarks of Software AG. Other product and
company names mentioned herein may be the trademarks of their respective owners.

©2023 Software AG. All rights reserved. Page 105