ServiceNow Integrations

This project demonstrates how to integrate ServiceNow with external systems using REST APIs, viz., Atlassian JIRA and an LDAP Test Server.
Additionally, it showcases E-Bonding with another ServiceNow instance.

---

Features

• Integrated ServiceNow ↔ JIRA with REST APIs for seamless issue synchronization.
• Achieved inbound integration with an online LDAP Test Server.
• Completed E-Bonding with another ServiceNow instance.

---

LDAP Integration Steps

1. Navigate to System LDAP → Create New Server.
2. Accept the default Active Directory as the LDAP server type.
3. Enter a meaningful Server Name (e.g., LDAP Server).
4. Copy Server + Port from the LDAP Test Server into the Server URL field.
5. Enter Starting Search Directory (e.g., dc=example,dc=com).
6. Click Submit.
7. On the LDAP Server page, set:
   • Login distinguished name → cn=read-only-admin,dc=example,dc=com
   • Login password → use test server password.
8. Note values for Connection Timeout, Read Timeout, and Listen Interval.
9. Scroll to Users:
   • Remove filter and RDN.
   • Add a custom filter if needed (e.g., (uid=e*) for users starting with "e").
10. Click Test Connection (should succeed).
11. Click Browse (should list users).
12. Select Data Source → Load All Records.
13. Create a Transform Map (e.g., TM LDAP to SYS_USER Table).
14. Map source fields to sys_user table fields.
15. Run Transform → sys_user table should be populated with LDAP test users.

---

JIRA Integration Steps

1. Create Basic Auth Profile (sys_auth_profile_basic):
   • Name: JIRA PersonalAccessToken BasicAuthProfil
   • Username: Atlassian Jira account email
   • Password: Personal Access Token (PAT)
   • 🔧 Workaround: Increase password column length from 255 → 500.
2. Go to System Web Services → Outbound → REST Message → New.
   • Name: JIRA Outbound Integration
   • Description: Integrating with Atlassian JIRA
   • Endpoint URL: https://<yourservername>.atlassian.net/
   • Auth Type: Basic → Select the above Basic Auth profile.
3. Under HTTP Request → HTTP Headers:
   • Name: Content-Type
   • Value: application/json
4. Test Default GET → expect HTTP 200.
5. Create POST Method:
   • Name: Create Incident on JIRA
   • Method: POST
   • Endpoint: https://<yourservername>.atlassian.net/rest/api/2/issue/
   • Authentication: Inherit from parent
   • Request Body:

     {
       "fields": {
         "project": { "key": "JS" },
         "summary": "${short_description}",
         "description": "${description}",
         "issuetype": { "name": "Task" }
       }
     }

6. Auto-generate variables → Preview Script Usage.
7. Create a Business Rule (After Insert) to invoke the REST Message.

---

Business Rule Script

(function executeRule(current, previous /*null when async*/ ) {
    try {
        // Build description safely
        var descParts = [];
        if (current.description) descParts.push(current.description.toString());
        if (current.caller_id) descParts.push(current.caller_id.toString());
        if (current.number) descParts.push(current.number.toString());
        var description = descParts.join(' | ');

        // REST Message
        var request = new sn_ws.RESTMessageV2('JIRA Outbound Integration', 'Create Incident on JIRA');
        request.setStringParameterNoEscape('description', description);
        request.setStringParameterNoEscape('short_description', current.short_description ? current.short_description.toString() : '');

        // Execute
        var response = request.execute();
        var httpStatus = response.getStatusCode();
        var responseBody = response.getBody();

        gs.info("JIRA Integration → Status: " + httpStatus);
        gs.info("JIRA Integration → Body: " + responseBody);

        // Parse JIRA response JSON
        var responseJSON = JSON.parse(responseBody);

        // Update correlation_id with Jira issue ID
        if (responseJSON && responseJSON.id) {
            current.setValue('correlation_id', responseJSON.id);
            current.update();
        }

    } catch (ex) {
        gs.error("JIRA Integration Error: " + ex.message);
    }
})(current, previous);

---

Outcome

• LDAP Integration successfully loaded test users into sys_user.

• JIRA Integration allowed incidents created in ServiceNow to automatically sync with JIRA.

• Demonstrated secure authentication with Basic Auth + PAT.

• Verified two-way connectivity with successful API calls.

---

Developer and Author

• Anasuya Rampalli