OpenLM ServiceNow Adapter installation and configuration

The following document describes the process for installing the OpenLM ServiceNow Adapter. The External Platform Service configuration is also covered to make the Adapter establish a successful connection between OpenLM SLM and ServiceNow.

Requirements

The following components are required for the OpenLM ServiceNow Adapter to work:

1. The OpenLM ServiceNow application in your ServiceNow instance:

   • The OpenLM Adapter Integration plugin from the ServiceNow Store. The plugin version that works depends on your ServiceNow release. The Store asks for the vendor's approval before you can install it: ask your OpenLM account manager.
   • Software Asset Management Professional for Engineering Applications and Software Asset Workspace. These are paid ServiceNow plugins that you license from ServiceNow.
   • A ServiceNow integration user for the adapter, with the roles x_oplm_openlm_data.integration_user and sam_eng_app_integrator. The adapter signs in with a username and password, so turn off single sign-on (SSO) for this user and exempt it from multifactor authentication (MFA).

2. A working installation of OpenLM SLM v21 or higher, or a Software License Management Cloud (SLMC) account (for an SLMC account, go to Using the External Platform Setup Wizard)

3. An OpenLM SLM license that has support for External Platforms. To verify, go to EasyAdmin Start → Administration → OpenLM License. Look for the External_Platforms flag:

In case your license is missing support for External Platforms, contact sales@openlm.com for assistance.

Installing the OpenLM ServiceNow Adapter

The steps for installing the ServiceNow Adapter are as follows:

1. Obtain the latest External Platforms Service & ServiceNow Adapter installer file (OpenLM_ServiceNow_Adapter_Installer_#.#.###.msi) from our Downloads page

2. Open the installer file to run it.

3. Check the "I agree to the license terms and conditions" box.

4. Select Next.

5. If you want to install the External Platforms & ServiceNow Adapter to a different location, select Browse and navigate to the destination folder of your selecting.

6. Select Next to begin the installation. Note that this step may take up to several minutes depending on your hardware specifications.

7. Once the installer has finished, select Finish to close the window. This will open the External Platforms UI configuration screen which is described in the following section.

Configuring the External Platforms Service with ServiceNow

With Identity Service

First, the External Platforms Service must be connected to the Identity Service in order for the ServiceNow integration to work. To do so, login to the Identity Service, go to the Settings tab→Security Configuration→ toggle on the ServiceNow button and provide its URL. Select Save. Restart the ServiceNow Service.

Without Identity Service

The next step is to open the External Platform configuration screen.
The External Platforms configuration screen can be opened in several ways:

• Automatically, at the successful conclusion of the ServiceNow Adapter installation after the user has selected the "Finish" button.
• Through the shortcut found in Start Menu → OpenLM → OpenLM External Platform Configuration
• By accessing the OpenLM SLM address dedicated to the External Platforms Service in your browser (by default: http://<fqdn>:5005/)

The purpose of this screen is to configure and test the connection between the External Platform Service and your installation of OpenLM SLM. The fields are as follows:

• URL - Enter the path to your OpenLM SLM with either http:// or https:// and the listening port (default 5015). For example, http://localhost:5015. Once you have filled in the required field, select Test Connection to verify that a connection can be established. If successful, select Save. Note that you will be able to advance the wizard only if a successful connection can be established. In case of success, you should see the following message:

If the connection fails, check the following:

• The correct port has been specified
• The SLM URL is spelled correctly
• The OpenLM SLM is up and running
• All database requirements from the Requirements section of this document have been met
• There are no firewall rules, security policies or other applications preventing communication on that port or between your machine and the OpenLM SLM

Using the External Platform Setup Wizard

To finalize the ServiceNow integration with OpenLM, you must launch the External Platforms Setup Wizard from the EasyAdmin interface.

To do so:

1. Go to EasyAdmin Start → Administration → select External Platforms → ServiceNow.
   

2. The ServiceNow Setup Wizard will open.
   

3. Fill in the required fields as follows:
   Basic Authentication

   • ServiceNow URL - The base URL of your ServiceNow instance, for example, https://abc123.service-now.com. Enter only the base URL, not the address of a page in the instance.
   • Username - Your ServiceNow account username.
   • Password - Your ServiceNow account password.

   OAuth 2.0

   ServiceNow URL - The path to your ServiceNow instance. For example, https://abc123.service-now.com

   Username - Your ServiceNow account username.

   Password - Your ServiceNow account password.

   Client ID

   Client Secret

4. Select Test Connection. Note that you will be able to advance to the next screen only if the test is successful, as indicated by this notice in the UI:
   

5. Select Next to advance to the Sync Configurations screen.
   This screen holds the options for configuring the synchronization of OpenLM with ServiceNow.

   Select range to sync your data - You can pick the time range for the sync. Three options are available:

   1. Period - this will synchronize all the data within the selected time period
   2. Start date - this will synchronize all the data beginning with the selected start date up until today
   3. All available data - this will synchronize all data available from the OpenLM database

   Schedule sync to run every day at - Specify the time you would like the synchronization of OpenLM with ServiceNow to start at.

   Sync Now (Run initial sync at the end of this wizard) - turning this toggle on will start the initial synchronization as soon as you have completed all the steps and finished the Wizard configuration. Leaving it off means that the sync will begin at the scheduled sync time above.

   

6. Select Next.
   

7. On the ServiceNow Time Zone screen, select the time zone by which OpenLM will synchronize the aggregated data it sends to ServiceNow. Since synchronization runs once per day, you must specify the time zone by which OpenLM will adjust the time calculations.

8. Select Next to advance to the Notifications configuration part of the Wizard.
   

9. Configure the options on this screen as follows:

   Notifications (on/off) - this is a global switch that enables or disables all sync notifications.

   EasyAdmin Alerts (on/off) - this switch enables or disables notifications in the EasyAdmin user interface.

   Email (on/off) - this switch allows or deactivates email notifications.

   Notifications to both EasyAdmin and email can be sent whenever a sync has either:

   • Succeeded
   • Skipped
   • Failed
   • When the External Platform service is not reporting back to the OpenLM SLM

   Recipients - if the email switch has been turned on, enter the email(s) from which you want to receive the notifications. For multiple emails, each email must be placed on its line. Note: The SMTP server must be configured for this setting.

10. Select Finish to commit the new ServiceNow configuration and close the Wizard.

11. In the ServiceNow interface, add a scoped application user that requires the following roles:

    X_oplm_openlm_data.integration_user
    sam_eng_app_integrator

12. In the ServiceNow interface, go to your "Plugins" section and search for "OpenLM". After finding it select Install to install the OpenLM API on the ServiceNow side.

At this point configuration on the External Platforms side is complete. To finish the configuration, follow the steps in Post-installation steps for the App Store application below.

Post-installation steps for the App Store application

Only for customers who have Domain Separation activated on their instances

In the ServiceNow navigation panel, navigate to Scripts - Background module and open this in a new tab. Copy the script from OpenLM Integration: Domain Field Fix Script and paste it in the Run Script field in Scripts - Background tab

Set the scope to global and select Run script to run it.

For the customers which do not want to run this script, they can go to the Transform Map corresponding to each of the staging table and activate coalesce value and set choice action to reject on sys_domain field by following these steps:

1. Navigate to the Transform Maps module which is present under the Administration subsection of System Import Sets

2. Select the Filter icon and add Application is OpenLM Data Integration. Select the Run button

3. Open each of the record and update the sys_domain mapping under Field Maps section to true and choice action to reject and select the Update button when done.

The following records must be updated:

• olm_imp_group_relations_table
• olm_imp_agg_usage
• olm_imp_users_table
• olm_imp_lm_hosts
• olm_imp_groups_table
• olm_imp_computers
• olm_imp_license_servers
• olm_imp_projects_table
• olm_imp_agg_concurrent_usage
• olm_imp_license_inventory
• olm_imp_group_users_table
• olm_imp_agg_denials
• olm_imp_alerts

Information note: When creating an integration user in a domain-separated environment, the integration user should be assigned to the appropriate domain and should not be part of a global domain as the data gets inserted into the domain the integration user is part of. Assigning a wrong/global domain to a user leads to the data being inserted in the wrong domain and can be visible to all users.

Troubleshooting

Why does Test Connection fail in the setup wizard?

Match the message to its cause:

• Failed to access the ServiceNow URL, No such host is known, or URL is incorrect: enter only the base URL of the instance, for example https://abc123.service-now.com. If the URL is right, check that the OpenLM Adapter Integration plugin is installed on the instance.
• Invalid username, Invalid password, or User Not Authenticated: check the integration user's credentials, and check that the user doesn't sign in through SSO and is exempt from MFA.
• OpenLM license missing ServiceNow feature.: your OpenLM license file doesn't include the ServiceNow feature. Contact sales@openlm.com for a new license file.

Why do syncs complete but no data appears in SAM Pro?

The adapter writes OpenLM data to the import tables of the OpenLM Adapter Integration plugin (olm_imp_*), and the plugin's transform maps move it into SAM Pro. If the data stops in the import tables:

1. Check that the SAM Pro plugins in Requirements are installed.
2. In ServiceNow, open the plugin list and note the version of OpenLM Adapter Integration. The version in Programs and Features on the OpenLM server is the adapter's, not the plugin's. Check with OpenLM Support that this plugin version supports your ServiceNow release.
3. Open the transform history of the OpenLM import tables and look for rejected rows. If the errors mention sys_domain, see Post-installation steps for the App Store application.

If the data still doesn't reach SAM Pro, send OpenLM Support your OpenLM SLM version, your ServiceNow release, the plugin version, and the transform errors.