ServiceNow Notifier

Refer to Set up a ServiceNow Developer Sandbox for the ServiceNow sign up and application set up required in order to gather the authentication details needed for the ServiceNow Notifier.

See Create a Component if this is your first time!

• Domain: the ServiceNow Instance ID from your developer account, ex. domain.service-now.com.

• PrivateKey: certificate file previously generated to be used for signing the JWT.

• ClientID and ClientSecret supplied by the ServiceNow application endpoint.

• KeyId: the kid from the JWT Verifier Maps ServiceNow table.

• UserField: must match what was configured in the JWT (ex. if UserField = Email, this is the user's email address).

Using the information provided, the ServiceNow component will run through the authentication workflow and set the Key and KeyExpiry value of the obtained access token automatically. These values do not need to be configured manually.

In the Translator, update the caller ID in the createTbRecord function so any newly created tickets will be associated with the appropriate user.

In ServiceNow, this caller ID will be the sys_id of the user you wish to associate with the tickets. This can be retrieved by going to Organizations > Users, searching for your user, and right-clicking the User ID to choose the option to copy the sys_id (will be a long character string).

In Settings > Notifications, click EDIT and select the ServiceNow Notifier to be invoked by notification rules. Click Save.

1. Start the ServiceNow Notifier component and trigger a notification rule using any of your other components.

2. In ServiceNow, go to Service Desk > Incidents to see the resulting tickets!

The notifier component contains the following workflow. This is easily adaptable based on your ticketing requirements:

• Inbound Iguana notification data is parsed.

• A short description for a ServiceNow incident ticket is created using the notification details.

  • A simple codemap is used to assign the appropriate ServiceNow priority levels given by the internal Iguana notification priority descriptions.

• The SERVICENOW Library createTbRecord method is called to create a ticket in the specified ServiceNow table.

• The resulting ServiceNow incident number or an error describing the failure is logged for visibility and troubleshooting.

Sets up the ServiceNow Notifier framework, adding the method modules to a metatable and storing the configurations from the custom fields in a table to call the API.

The SERVICENOWauth function, builds and makes the HTTP POST token request to obtain the access token required for any resource requests against the FHIR Server.

A separate CreateJWT function creates the JSON Header and Payload components of the JWT and calls the OAUTH Library to sign and return the JWT required for the token request.

If the token requests is successful (HTTP 200 response), the token and token expiry returned are set to the Key and KeyExpiry custom fields respectively.

SERVICENOWcustom takes in any API requests and parameters to make the API call and return the response.

• First the function checks if the token Key exists and performs the OAuth2.0 authentication workflow to obtain the token to be used in subsequent requests.

• Uses the passed configurations API request parameters - the method (ex. post), ServiceNow API endpoint (ex. 'now/table/') and parameters for the call (ex. the incident ticket) - to build and carry out the appropriate HTTP request.

• For resiliency, the Retry Library is used to retry any failed attempts and the response is handled and returned.

SERVICENOWcreateTbRecord prepares the arguments and calls SERVICENOWcustom to create an incident ticket in ServiceNow via HTTP POST request.