Plug-in for ServiceNow TIBCO ActiveMatrix BusinessWorks ...€¦ · Plug-in for ServiceNow User's Guide. TIBCO Business Studio Overview. Creating a Project. Downloading a WSDL File

TIBCO ActiveMatrix BusinessWorks™Plug-in for ServiceNow

User's GuideSoftware Release 6.1July 2019

Important Information

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TIBCO ActiveMatrix BusinessWorks™ Plug-in for ServiceNow User's Guide

https://www.tibco.com/patents

Copyright © 2015-2019. TIBCO Software Inc. All Rights Reserved.

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Contents

TIBCO Documentation and Support Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5

Plug-In Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Getting Started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7

Creating a Project . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Downloading a WSDL File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Configuring a Process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Testing a Process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Deploying an Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

TIBCO Business Studio Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .11

HTTP Client Shared Resource . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .13

SSL Client Shared Resource . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Keystore Provider Shared Resource . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Identity Provider Shared Resource . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

ServiceNow Palette . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .23

ServiceNowInvoke Activity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Working with Sample Projects . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Sample Project Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Importing the Sample Project . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Configuring the Project . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Running the Sample Project . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

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TIBCO Documentation and Support Services

How to Access TIBCO Documentation

Documentation for TIBCO products is available on the TIBCO Product Documentation website, mainlyin HTML and PDF formats.

The TIBCO Product Documentation website is updated frequently and is more current than any otherdocumentation included with the product. To access the latest documentation, visit https://docs.tibco.com.

Product-Specific Documentation

The following documents for this product can be found on the TIBCO ActiveMatrix BusinessWorks™Plug-in for ServiceNow page:

● TIBCO ActiveMatrix BusinessWorks™ Plug-in for ServiceNow Installation

● TIBCO ActiveMatrix BusinessWorks™ Plug-in for ServiceNow User's Guide

● TIBCO ActiveMatrix BusinessWorks™ Plug-in for ServiceNow Release Notes

How to Contact TIBCO Support

You can contact TIBCO Support in the following ways:

● For an overview of TIBCO Support, visit http://www.tibco.com/services/support.

● For accessing the Support Knowledge Base and getting personalized content about products you areinterested in, visit the TIBCO Support portal at https://support.tibco.com.

● For creating a Support case, you must have a valid maintenance or support contract with TIBCO.You also need a user name and password to log in to https://support.tibco.com. If you do not have auser name, you can request one by clicking Register on the website.

How to Join TIBCO Community

TIBCO Community is the official channel for TIBCO customers, partners, and employee subject matterexperts to share and access their collective experience. TIBCO Community offers access to Q&A forums,product wikis, and best practices. It also offers access to extensions, adapters, solution accelerators, andtools that extend and enable customers to gain full value from TIBCO products. In addition, users cansubmit and vote on feature requests from within the TIBCO Ideas Portal. For a free registration, go to https://community.tibco.com.

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https://docs.tibco.com

https://docs.tibco.com

https://docs.tibco.com/products/tibco-activematrix-businessworks-plug-in-for-servicenow

https://docs.tibco.com/products/tibco-activematrix-businessworks-plug-in-for-servicenow

http://www.tibco.com/services/support

https://support.tibco.com

https://support.tibco.com

https://ideas.tibco.com/

https://community.tibco.com

Plug-In Overview

TIBCO ActiveMatrix BusinessWorks™ Plug-in for ServiceNow provides several IT service managementimplemented by ServiceNow, and bridges TIBCO ActiveMatrix BusinessWorks™ and ServiceNowcloud applications.

SerivceNow is a leading cloud-based provider of enterprise service management, IT operationmanagement, and business management. ServiceNow improves the workflow efficiency acrossdepartments, prevents service outages, and maximizes operational agility. The following managementcan be used in ServiceNow:

● Facilities Service Management

● Field Service Management

● Finance Service Management

● Human Resource Service Management

● IT Service Management

● Legal Service Management

● Marketing Service Management

● Security Operations

● IT Operation Mangement

● Business Management

For more information about ServiceNow, visit the ServiceNow website: http://www.servicenow.com/.

You can use TIBCO ActiveMatrix BusinessWorks Plug-in for ServiceNow to invoke the following ITmanagement services:

● Change Management: Change Management provides a means to create standard procedures formanaging changes to IT services.

● Incident Management: Incident Management restores the normal service operations as quickly aspossible following an incident, while minimizing impact to business operations and ensuringquality is maintained.

● Problem Management: Problem Management helps organizations minimize the business impact ofservice disruptions and prevent future disruptions.

You can also perform the following actions in the plug-in:

● Use scripted SOAP services to create new web services that are not available in the system. For aweb service, you can also add your own input and output parameters. For more information aboutscripted web services, see ServiceNow Documentation

● Use the import set tables functionality for the supported modules, namely change management,incident management, and problem management modules.

● Download a WSDL file to your local stortage by using the ServiceNow Tools. For more informationabout downloading a WSDL, see Downloading a WSDL File.

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http://www.servicenow.com/

https://docs.servicenow.com/

Getting Started

This tutorial is designed for the beginners who want to use TIBCO ActiveMatrix BusinessWorks Plug-infor ServiceNow in TIBCO Business Studio™ .

All the operations are performed in TIBCO Business Studio. See TIBCO Business Studio Overview toget familiar with TIBCO Business Studio.

A basic procedure of using TIBCO ActiveMatrix BusinessWorks Plug-in for ServiceNow includes:

1. Creating a Project

2. Downloading a WSDL File

3. Configuring a Process

4. Testing a Process

5. Deploying an Application

Creating a ProjectThe first task using the plug-in is creating a project. After creating a project, you can add resources andprocesses.

An application module is an Eclipse project configured for TIBCO ActiveMatrix BusinessWorks. Anapplication module is the smallest unit of resources that is named, versioned, and packaged as part ofan application.

Procedure

1. Start TIBCO Business Studio using one of the following ways:

● Microsoft Windows: click Start > All Programs > TIBCO > TIBCO_HOME > TIBCO BusinessStudio version_number > Studio for Designers.

● Mac OS and Linux: run the TIBCO Business Studio executable file located in the TIBCO_HOME/studio/version_number/eclipse directory.

2. From the menu, click File > New > BusinessWorks Resources to open the BusinessWorks Resourcewizard.

3. In the "Select a wizard" dialog, click BusinessWorks Application Module and click Next to openthe New BusinessWorks Application Module wizard.

4. In the Project dialog, configure the project that you want to create:a) In the Project name field, enter a project name.b) By default, the created project is located in the workspace current in use. If you do not want to

use the default location for the project, clear the Use default location check box and click Browseto select a new location.

c) Use the default version of the application module, or enter a new version in the Version field.d) Keep the Create empty process and Create Application check boxes selected to automatically

create an empty process and an application when creating the project.e) Select the Use Java configuration check box if you want to create a Java module.

A Java module provides the Java tooling capabilities.f) Click Finish to create the project.

Result

The project with the specified settings is displayed in the Project Explorer view.

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Downloading a WSDL FileAfter creating the project, you have to download the WSDL file by using the ServiceNow tool toconnect to inbound operations implemented by ServiceNow.

Prerequisites

Ensure that you have created a project, as described in Creating a Project.

Procedure

1. Right-click the project name and click ServiceNow Tools > Download WSDL for ServiceNowInvoke Activity.

2. In the Download WSDL dialog for the ServiceNow Invoke Activity, enter the URL in the WSDLURL field. Click OK.For example: https://dev123456.service-now.com/problem.do?wsdl.

If the WSDL URL has to be authenticated, select the Authentication check box and enteryour user name and password.

3. Click OK.

4. Click OK when the download is completed.The WSDL file is downloaded under Project_Name > Service Descriptors.

5. From the menu, click Project > Clean to clean the project. In the Clean dialog, click OK.

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Configuring a ProcessAfter creating a project, an empty process is created. You can add activities to the empty process tocomplete a task. For example, get a record of Problem module.

Prerequisites

Ensure that you have created an empty process when Creating a Project, and downloaded thecorresponding WSDL file when Downloading a WSDL File.

Procedure

1. In the Project Explorer view, click the created project and open the empty process from theProcesses folder.

2. Select an activity from the Palette view and drop it in the Process editor.For example, select and drop the Timer activity from the General Activities palette and theServiceNowInvoke activity from the ServiceNow palette.

3. Drag the icon to create a transition between the added activities.

4. Configure the added ServiceNowInvoke activity, as described in ServiceNow Palette.

After configuring the activity, the following shared resources are created in the Resourcesfolder by default:

● Keystore Provider Shared Resource

● SSL Client Shared Resource

● HTTP Client Shared Resource

● Identity Provider Shared Resource

5. Expand Module Descriptors and double-click Module Properties to update the module propertieswith your own information.

6. Optional: Expand Resources > project_name.snow to edit the following shared resources:

● Keystore Provider Shared Resource

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● SSL Client Shared Resource

7. Optional: Expand Resources > project_name.snow.module_name to edit the following sharedresources:

● HTTP Client Shared Resource

● Identity Provider Shared Resource

8. Click File > Save All to save the project.

Testing a ProcessAfter configuring a process, you can test the process to check if the process completes your task.

Prerequisites

Ensure that you have configured a process, as described in Configuring a Process.

Procedure

1. On the toolbar, click Debug > Debug Configurations.

2. Click BusinessWorks Application > BWApplication in the left panel.By default, all the applications in the current workspace are selected on the Applications tab.Ensure that only the application you want to debug is selected on the Applications tab in the rightpanel.

3. Click Debug to test the process in the selected application.TIBCO Business Studio changes to the Debug perspective. The debug information is displayed inthe Console view.

4. On the Debug tab, expand the running process and click an activity.

5. In the upper-right corner, click the Job Data tab, and then click the Output tab to check the activityoutput.

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Deploying an ApplicationAfter testing, if the configured process works as expected, you can deploy the application that containsthe configured process into a runtime environment, and then use the bwadmin utility to manage thedeployed application.

Before deploying an application, you must generate an application archive, which is an enterprisearchive (EAR) file that is created in TIBCO Business Studio Overview.

Deploying an application involves the following tasks:

1. Uploading an application archive

2. Deploying an application archive

3. Starting an application

See TIBCO ActiveMatrix BusinessWorks Administration for more details about how to deploy anapplication.

TIBCO Business Studio OverviewTIBCO Business Studio is an Eclipse-based integration development environment that is used todesign, develop, and test ActiveMatrix BusinessWorks applications.

TIBCO Business Studio provides a workbench in which you can create, manage, and navigate resourcesin your workspace. A workspace is the central location on your machine where all data files are stored.

The workbench consists of:

1. Menu: contains menu items such as File, Edit, Diagram, Navigate, Search, Project, Run, Window,and Help.

2. Toolbar: contains buttons for frequently used commands such as New , Save , Enable/

Disable Business Studio Capabilities , Create a new BusinessWorks Application Module ,

Create a new BusinessWorks Shared Module , Debug , Run , and so on.

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3. Perspective: contains an initial set and layout of views that are required to perform a certain task.TIBCO Business Studio launches the Modeling perspective by default. You can change theperspective from the menu Window > Open Perspective > Perspective_Name.

4. View: displays resources. For example, the Project Explorer view displays the ActiveMatrixBusinessWorks applications, modules, and other resources in your workspace, and the Propertiesview displays the properties for the selected resource. You can open a view from the menu Window> Show View > View_Name.

5. Editor: provides a canvas to configure, edit, or browse a resource. Double-click a resource in a viewto open the appropriate editor for the selected resource. For example, double-click an ActiveMatrixBusinessWorks process (MortgageAppConsumer.bwp) in the Project Explorer view to open theprocess in the editor.

6. Palette: contains a set of widgets and a palette library. A palette groups activities that perform similartasks, and provides quick access to activities when configuring a process.

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HTTP Client Shared Resource

You can use the HTTP Client shared resource to create an HTTP connection to invoke the ServiceNowweb services.

General

In the General panel, you can specify the general information of the HTTP Client shared resource.

The following table lists the configurations in the General panel of the HTTP Client shared resource:

FieldModuleProperty? Description

Package No The name of the package where the new shared resource is added.

Name No The name to be displayed as the label for the shared resource inthe process.

Description No A short description for this shared resource.

HTTP Client

In the HTTP Client panel, you can specify the connection pooling, detailed connection configurations,default host and port, and so on.

The following table lists the configurations in the HTTP Client panel of the HTTP Client sharedresource:


ImplementationLibrary

No The implementation library that you want to use:

● Apache Commons(Supported by HTTP and SOAP): mustbe used for SOAP binding.

● Apache HttpComponents(Supported by HTTP and REST):must be used for REST binding.

The default value is Apache Commons(Supported by HTTPand SOAP).

Use Apache Commons(Supported by HTTP andSOAP) for ServiceNow.

DisableConnectionPooling

Yes The single or multi-threaded connection manager that youwant to use.

This check box is not selected by default.

Maximum TotalConnections

Yes The maximum number of simultaneous active connections thatthis resource instance uses. Increase the value for theapplication that creates many long-lived connections.

The default value is 200.

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Idle ConnectionTimeout (ms)

Yes Keep-alive time in milliseconds for idle an HTTP connection inthe persistent connection pool.

Maximum TotalConnections PerHost/Route

Yes The maximum number of simultaneous active connections tothe same host or on the same route that this resource instanceuses.


This number cannot be greater than the value in theMaximum Total Connections field.

Stale Check Yes The stale connection check.

Select this check box if you want to use the stale connectioncheck. Not using the stale connection check can result in slightperformance improvement at the risk of getting an I/O error,when executing a request over a connection that has beenclosed at the server side.

Default Host Yes The name of the host that accepts the incoming requests.

For machines that have only one network card, the default localhost specifies the current machine. For machines with morethan one network card, this field specifies the host name of thecard used to accept the incoming HTTP requests.

Default Port Yes The port number on which to invoke outgoing HTTP requests.

Thread Pool No A queue of threads available to run a queue of tasks.

Thread pools are used to improve performance when executinglarge numbers of asynchronous tasks by reducing each taskinvocation overhead, provide a means of bounding andmanaging the resources consumed when executing a collectionof tasks.

Advanced

In the Advanced panel, you can specify timeout, retry, HTTP proxy, and so on.

The following table lists the configurations in the Advanced panel of the HTTP Client shared resource:


Socket Timeout(ms)

Yes The amount of time in milliseconds that the plug-in waits for datatransfer before disconnecting the socket.

ConnectionTimeout (ms)

Yes The amount of time in milliseconds to wait for the HTTP server torespond.

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AcceptRedirect

Yes Indicates whether the HTTP method automatically follows HTTPredirects.

Select this check box when client connection receives the redirectresponses from server like moved permanently, movedtemporarily, temporary redirect, and so on.


Retry Count Yes The maximum number of retry attempts for connecting to theserver if an exception occurs.

Use SingleCookie Header

Yes A single non-repeating Cookie header element that you want touse.

Select this check box if multiple name/value pairs must be sent ina single non-repeating Cookie header element for outgoing HTTPrequests.


Use Non-PreemptiveAuthentication

Yes The non-preemptive authentication that you want to use.

Select this check box if you want to use non-preemptiveauthentication.


HTTP Proxy No The HTTP proxy server that you want to use to gain access outsideof a firewall.

Security

In the Security panel, you can specify timeout, retry, HTTP proxy, and so on.

The following table lists the configurations in the Security panel of the HTTP Client shared resource:


Authentication No The authentication of messages that you want to use.

Authentication can be performed with user names and passwords.

Identity Provider: provides user name and password credentialsencapsulated in an Identity Provider shared resource. Selectingthis check box activates the Identity Provider shared resource.


This function is only supported in TIBCO ActiveMatrixBusinessWorks.

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Confidentiality No Encryption or decryption of messages that you want to use.

Select this check box when encrypting or decrypting messages.When you select this check box, the SSL Client Configurationfield is displayed.

This check box is selected by default.

SSL ClientConfiguration

No SSL parameters for the HTTP Client shared resource.

This field is only displayed when you select the Confidentialitycheck box.

For details, see SSL Client Shared Resource .

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SSL Client Shared Resource

You can specify SSL parameters for the HTTP Client shared resource.

General

In the General panel, you can specify the general information of the SSL Client shared resource.

The following table lists the configurations in the General panel of the SSL Client shared resource:





Basic SSL Client Configuration

In the Basic SSL Client Configuration panel, you can specify the basic configurations of the SSL Clientshared resource.

The following table lists the configurations in the Basic SSL Client Configuration panel of the SSLClient shared resource:


KeystoreProvider asTrust Store

No The name of a keystore provider resource instance that maintainsa keystore used to confirm an identity of the SSL connection.

For details, see Keystore Provider Shared Resource.

Enable MutualAuthentication

No Authentication of the client to the server in the SSL connection.

Select this check box when authenticating messages.

When you select this check box, the configurations of identityprovider fields are displayed.


Identity StoreProvider

No The name of a keystore provider resource that maintains akeystore used to assert an identity of the SSL connection.

This field is only displayed when you select the Enable MutualAuthentication check box.

For details, see Identity Provider Shared Resource.

Key AliasName

Yes The name of the alias used to access the identity of the SSLconnection.


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Key AliasPassword

Yes The password for the alias.


Advanced SSL Client Configuration

In the Advanced SSL Client Configuration panel, you can specify the advanced configurations of theSSL Client shared resource.

The following table lists the configurations in the Advanced SSL Client Configuration panel of the SSLClient shared resource:


SSL SecurityProvider

Yes Optional. The SSL security provider.

SSL Protocol No The SSL protocol that you want to use in the SSL connection:

● TLSv1● TLSv1.1● TLSv1.2● SSLv3: it is good practice to avoid using this protocol.

Selecting a protocol implies the support of higher versions.

The default value is TLSv1.

SSL CipherClass

No The number of bits in the key used to encrypt data:

● No Exportable Ciphers● All Ciphers● At Least 128 Bit● More Than 128 Bit● At Least 256 Bit● FIPS Ciphers● Explicit Ciphers

The greater the number of bits in the key (cipher strength), themore possible key combinations and the longer it takes to breakthe encryption.

The default value is At Least 128 Bit.

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Explicit CipherList

Yes A list of ciphers.

Use the Java Secure Socket Extension (JSSE) format for ciphersnames.

This field is only displayed when you select Explicit Ciphers fromthe SSL Cipher Class list.

Verify RemoteHost Name

No The verification of the name on the certificate of the server againstthe host name of the server.

If the host name of the server is different than the name on thecertificate, the SSL connection fails. The name on the certificate canbe verified against another name by specifying the value in theExpected Remote Hostname field.


When you select this check box, the Expected Remote Hostnamefield is displayed.

ExpectedRemoteHostname

Yes Optional. The expected name of the remote host.

This field is only displayed when you select the Verify RemoteHost Name check box.

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Keystore Provider Shared Resource

You can use the Keystore Provider shared resource to provide an access to a keystore.

General

In the General panel, you can specify the general information of the Keystore Provider shared resource.

The following table lists the configurations in the General panel of the Keystore Provider sharedresource:





Keystore

In the Keystore panel, you can specify the provider, URL, password, type of the keystore, and refreshinterval.

The following table lists the configurations in the Keystore panel of the Keystore Provider sharedresource:


Provider No The name of the keystore provider:

● SUN● IBMJCE

The default value is SUN.

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URL Yes The location of the external keystore.

For example, on Windows, the default value is C:/temp/certs/servicenow.jks.

You have to generate your own .jks file.The location of the servicenow.jks file created by you to connectto the ServiceNow system. The value of this field is the relativepath of the keystore.

In the Project Explorer, create a new sub-folder under the projectand import the servicenow.jks file to it. Open the ModuleProperties in the Process Editor and expand the SNOW folder. Editthe KEYSTORE_URL property's value.

For example, create a new sub-folder named keystore, andimport the servicenow.jks file to this folder. The relative path ofthe keystore URL is keystore/servicenow.jks.

You have to generate your own .jks file.

Ensure that you import the servicenow.jks file in theBusinessWorks project folder (BusinessWorksworkspace). If you store it in your file system, the Cloudapplication is not able to locate it.

Password Yes The password for the keystore file.

Type No The type of the keystore:

● JCEKS● JKS● PKCS#12

The default value is JKS.

RefreshInterval

Yes Refresh interval, greater than 0. If the keystore provider isaccessed after the refresh interval has expired:

● The refresh timer is reset to zero.

● The operations in the keystore provider are performed in therefreshed copy.


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Identity Provider Shared Resource

Identity Provider shared resource provides user name and password credentials.

General

In the General panel, you can specify the general information of the Identity Provider shared resource.

The following table lists the configurations in the General panel of the Identity Provider sharedresource:



Name No The name to be displayed as the label for the shared resource in theprocess.


Identity Provider

In the Identity Provider panel, you can specify the user name and password to access the ServiceNowweb services.

The following table lists the configurations in the Identity Provider panel of the Identity Providershared resource:


Username Yes The user name to access the ServiceNow web services.

Password Yes The password to access the ServiceNow web services.

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ServiceNow Palette

The ServiceNow palette only contains the ServiceNowInvoke activity.

ServiceNowInvoke ActivityYou can use the ServiceNowInvoke activity to perform a distinct function by invoking a predefinedoperations.

General

In the General tab, you can select the modules and operations that you want to use.

The following table lists the configurations on the General tab of the ServiceNowInvoke activity:


Name No The name to be displayed as the label for the activity in the process.

Module Name No The module that you want to use.

The Module Name list is only available after you downloaded theWSDL file for the module. If no matching module is found, see Downloading a WSDL File for more details.

This plug-in supports scripted SOAP services and the followingmodules:

● ServiceNow_change_request

● ServiceNow_incident

● ServiceNow_problem

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SelectOperation

No The operation that you want to perform.

This plug-in supports the following operations for each module:

● deleteMultiple

This operation is used to delete multiple records from the targettable.

● deleteRecord

This operation is used to delete a record from the target table.

● get

This operation is used to query a single record from the targettable.

● getKeys

This operation is used to query a list of sys_id from the targettable.

● getRecords

This operation is used to query multiple records from the targettable.

● insert

This operation is used to insert a new record to the target table.

● update

This operation is used to update an existing record in the targettable.

Description

On the Description tab, you can enter a short description for the ServiceNowInvoke activity.

Advanced

On the Advanced tab, you can specify the timeout for the ServiceNowInvoke activity.

The following table lists the configurations on the Advanced tab of the ServiceNowInvoke activity:


ActivityTimeout(seconds)

Yes The ServiceNowInvoke activity timeout in seconds. You can eitherselect preset timeout or specify custom timeout in seconds.

The preset timeout options are: Default Timeout,30,60 and 120seconds.

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Conversations

In the Conversations tab, you can click Add New Conversation to initiate a conversation. Aconversation represents two or more related message exchanges in the same process that are correlatedby the BusinessWorks engine.

See TIBCO ActiveMatrix BusinessWorks Application Development for more details about how to useconversation.

Input

On the Input tab, you can specify the required input for the activity depending on the specificoperation type you select on the General tab.

The following table lists the input elements on the Input tab of the ServiceNowInvoke activity:

Input Item Data Type Description

input message complex The input message of the operation. This element contains all theinput message information for the operation.

Output

On the Output tab, the output of the activity varies depending on the specific operation type you selecton the General tab.

The following table lists the output elements in the Output tab of the ServiceNowInvoke activity:

Output Item Data Type Description

output

message

complex The output message of the operation. This element contains all theoutput message information for the operation.

Fault

On the Fault tab, you can find the error code and error message of the ServiceNowInvoke activity.

The following table lists error schema elements on the Fault tab of the ServiceNowInvoke activity:

Error SchemaElement

DataType Description

ActivityTimeOutException

msg String Displays the error message.

msgCode String Displays the error code.

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Working with Sample Projects

This plug-in packages a sample project with the installer. After installing the plug-in, you can locate thesample project in the TIBCO_HOME/bw/palettes/servicenow/version_number/samples/AllOperationsForProblem directory. This sample project shows how TIBCO ActiveMatrixBusinessWorks Plug-in for ServiceNow works.

Sample Project OverviewThe sample project contains the AllOperationsForProblemProcess process.

This process takes the ServiceNow_problem module as an example to show how ServiceNowInvokeactivity performs different operations.

The following figure describes the AllOperationsForProblemProcess process:

The AllOperationsForProblemProcess process performs the following operations:

1. The Timer activity triggers the process when you run it.

2. The insert, insert1 and insert2 activities insert three records to the target table.

3. The get activity queries the information of the first inserted record.

4. The update activity updates the first inserted record.

5. The deleteRecord activity deletes the first inserted record.

6. The getRecords activity queries the information of the second and the third inserted record.

7. The getKeys activity queries the sys_id of the second and the third inserted record.

8. The deleteMultiple activity deletes the second and the third inserted record.

Importing the Sample ProjectBefore running the project, you must import the sample project to TIBCO Business Studio.

Procedure

1. Start TIBCO Business Studio using one of the following ways:

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● Microsoft Windows: click Start > All Programs > TIBCO > TIBCO_HOME > TIBCO BusinessStudio version_number > Studio for Designers.

● Mac OS and Linux: run the TIBCO Business Studio executable file located in the TIBCO_HOME/studio/version_number/eclipse directory.

2. From the menu, click File > Import.

3. In the Import dialog, expand the General folder and select the Existing Studio Projects intoWorkspace item. Click Next.

4. Click Browse next to the Select archive file field to locate the sample. Click Finish.The sample project is located in the TIBCO_HOME/bw/palettes/servicenow/version_number/samples/AllOperationsForProblem directory.

Result

The sample project is imported to TIBCO Business Studio.

Configuring the ProjectAfter importing the sample project, you have to configure the project.

Prerequisites

You have to import the sample project before configuring it. See Importing Sample Projects for moredetails.

Procedure

1. Expand the imported project in the Project Explorer view.

2. Right-click tibco.bw.palette.servicenow.sample.AllOperationsForProblem and click ServiceNowTools > Download WSDL for ServiceNow Invoke Activity.

3. In the Download WSDL for ServiceNow Invoke Activity dialog, enter the URL in the WSDL URLfield. Click OK.For example: https://dev123456.service-now.com/problem.do?wsdl.

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If the WSDL URL has to be authenticated, select the Authentication check box and enteryour user name and password.

4. Click OK.

5. Click OK when the download is completed.The WSDL file is downloaded under Project_Name > Service Descriptors.

6. Expand Module Descriptors and double-click Module Properties to update the module propertieswith your own information.

7. From the menu, click Project > Clean to clean the project. In the Clean dialog, click OK.

8. From the menu, click File > Restart to restart TIBCO Business Studio.

Running the Sample ProjectAfter importing and configuring the sample project, you can run the process to see how TIBCOActiveMatrix BusinessWorks Plug-in for ServiceNow works.

Prerequisites

Ensure that you have imported the sample project to TIBCO Business Studio, as described in ImportingSample Projects and configured the sample project, as described in Configuring the Project .

Procedure

1. From the menu, click Run > Run Configurations .

2. In the Run Configurations dialog, expand BusinessWorks Application and click BWApplication.

3. In the right panel, click the Applications tab, select the check box next totibco.bw.palette.servicenow.sample.AllOperationsForProblem.application.

4. Click Run to run the process.

5. Click the icon to stop the process.

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Documents

Plug-in for ServiceNow TIBCO ActiveMatrix BusinessWorks ...€¦ · Plug-in for ServiceNow User's Guide. TIBCO Business Studio Overview. Creating a Project. Downloading a WSDL File