Valid since:
XL Release 8.2.0

With the XL Release ServiceNow plugin, you can work with release tasks on a ServiceNow host from the XL Release UI.

Install the ServiceNow plugin in XL Release

For more information on the installation, refer to Install a plugin.

Connect the ServiceNow server from XL Release

To set up a connection to a ServiceNow server:

  1. In XL Release, go to Settings > Shared configuration > ServiceNow: Server, and click Add button to add a new ServiceNow server.
  2. In the Title field, enter the title for the ServiceNow server.
  3. In the Url field, enter the IP address or host name for the ServiceNow server.
  4. When you are using the ServiceNow app, set the Use ServiceNow app check box to true. Setting Use ServiceNow app to false indicates that you use the direct table REST API’s of ServiceNow. For more information, see ServiceNow app integration for XL Release.
  5. In the Username field, enter the username to connect with the ServiceNow Server. Make sure the user in ServiceNow has the appropriate roles:
    • x_xlbv_xl_release.administrator (Only if you are using the ServiceNow app)
    • itil (if using ITSM task types)
    • knowledge_manager (if you want to to publish knowledge from XL Release)
    • scrum_master (if you are using Agile development task types)
  6. In the Password field, enter the password to connect with the ServiceNow server.

    Setup ServiceNow Server

ITSM task types

The following ITSM task types are included:

  • ServiceNow: Create Change Request
  • ServiceNow: Update Change Request
  • ServiceNow: Find Change Request
  • ServiceNow: Create Change Task
  • ServiceNow: Update Change Task
  • ServiceNow: Find Change Task
  • ServiceNow: Find Change Task by Parent
  • ServiceNow: Wait for Status
  • ServiceNow: Create Application
  • ServiceNow: Update Application
  • ServiceNow: Publish Article
  • ServiceNow: Create Incident
  • ServiceNow: Update Incident
  • ServiceNow: Update Incident
  • ServiceNow: Find Incident
  • ServiceNow: Find Service Request
  • ServiceNow: Create Request Item
  • ServiceNow: Update Request Item
  • ServiceNow: Find Request Item

Agile task types

For Agile-related task types an extra update will need to be installed on the ServiceNow side. The available agile development-related task types are:

  • ServiceNow: Create Story
  • ServiceNow: Update Story
  • ServiceNow: Find Story
  • ServiceNow: Wait for Status
  • ServiceNow: Create Scrum Task
  • ServiceNow: Update Scrum Task
  • ServiceNow: Find Scrum Task by Story
  • ServiceNow: Create Epic
  • ServiceNow: Update Epic
  • ServiceNow: Find Epic
  • ServiceNow: Find Sprint
  • ServiceNow: Update Sprint

In the release flow editor, the ServiceNow tasks have a blue border.

Deprecation of task types

The following ITSM task types are still present and functional as of 8.6.0, but will be deprecated in a later version:

  • ServiceNow: Check Change Request
  • ServiceNow: Request Approval
  • ServiceNow: Get Change Request
  • ServiceNow: Check Status
  • ServiceNow: Update CMDB
  • ServiceNow: Schedule Task

The following task types are removed and must be migrated. To migrate these tasks, you can use the XL ServiceNow migration tool. For more information on how to use the migration tool, see the migration tool documentation.

  • ServiceNow: Create Record
  • ServiceNow: Create New Record
  • ServiceNow: Update Record
  • ServiceNow: Create New Service Request
  • ServiceNow: Create New Request Item
  • ServiceNow: Create New Change Request
  • ServiceNow: Create Task
  • ServiceNow: Update Task
  • ServiceNow: Create Request

Because these tasks will be deprecated, we recommend migrating your processes to existing processes, which should be able to perform the same functions. The table below describes the recommended replacements and implementation tips for deprecated task types.

Old task type Task type to use How to use
Request approval Update change request Set the change to the correct state that initiates approval
Get Change Request Find Change Request All methods return a complete set of fields for the change
Check Status Wait for Status Similar, but with more options
Update CMDB Update Application Use ‘Additional fields’ instead of removed ones
Schedule Task No alternative -

Task type descriptions

This section describes the fields available for each task type as well as the output properties. Note that many of the task types use the same set of fields, so the descriptions are common to similar tasks.

“Create” task type

Note: Since most of the create task types are similar, only the general information is explained here. The ServiceNow: Create task type creates a new record in the ServiceNow server. The following properties are available:

  • Server: [Required] The ServiceNow server to connect to.
  • Username: Overrides the username in Shared Configuration.
  • Password: Overrides the password in Shared Configuration.
  • Short Description: [Required] A short description of the record to be created.
  • Description: Comments in the record to be created
  • Configuration Item: Related configuration item (display value or sys_id)
  • Assignment Group: The group the record will be assigned to (display value or sys_id).
  • Assigned To: The user the record will be assigned to (display value or sys_id).
  • State: The display value of the state the record will be set to.
  • Priority: The priority to enter for the record.
  • Comments: [Required] Comments in the record to be created.
  • Additional Fields: Additional fields can be added by providing the technical name and the value to enter.

The task output properties are Data, Sys Id, and Ticket.

ServiceNow Create Record

“Update” task type

The ServiceNow: Update task type updates an existing record in the ServiceNow server. The properties are similar to the create task type except for the following property:

  • Sys Id: [Required] The sys ID of the task that needs to be updated (Example: d1a37dcadb0023006ab155d0cf9619d5).

The task output properties are Data and Number.

ServiceNow Update Record

“Find” task type

The ServiceNow: Find task type finds an existing record in the ServiceNow server. The following properties are available:

  • Server: [Required] The ServiceNow Server to connect to.
  • Username: Overrides the username in Shared Configuration.
  • Password: Overrides the password in Shared Configuration.
  • Number: [Required] The number of the ticket that needs to be found (Example: REQ0010001).

The task output properties are Data and Sys Id.

ServiceNow Find Record By Ticket

“Wait for status” task type

The ServiceNow: Wait for Status task type verifies the value of an existing task in the ServiceNow server.

The task checks the data in ServiceNow using the following intervals:

  • Starts with 300 seconds
  • After 96 tries (8 hours) goes to 600 seconds
  • After 198 tries (1 day) goes to 1200 seconds
  • After 297 tries (2,5 days) goes to 1800 seconds
  • After 400 tries (4 days) goes to exponential previous sleep + tries - 200 seconds
  • After 550 tries (40 days) quits.

The following properties are available:

  • Server: [Required] The ServiceNow Server to connect to.
  • Username: Overrides the username in Shared Configuration.
  • Password: Overrides the password in Shared Configuration.
  • Table Name: [Required] The table name of the table in ServiceNow (Example: change_task).
  • System ID: [Required] The system ID of the ticket that needs to be updated (Example: d1a37dcadb0023006ab155d0cf9619d5).
  • Status Field: [Required] The status field to use (Example: state).
  • Status to check for: [Required] The value of the status field to check against the status field (Example: New).

The task output properties are Data and Status, and Ticket.

ServiceNow Check Status

“Find Change Task by Parent” task type

The ServiceNow: Find Change Task by Parent task type finds the child change task of a change request from the change request details and the beginning of the short description of the change task. The ServiceNow: Find Scrum Task by Story task type looks and functions similarly to this. The following properties are available:

  • Server: [Required] The ServiceNow Server to connect to.
  • Username: Overrides the username in Shared Configuration.
  • Password: Overrides the password in Shared Configuration.
  • Short Description: The short description of the record to search for.
  • Parent: [Required] The sys_id of the parent Change Request.

The task output properties are Data and Sys Id.

ServiceNow Get ChangeRequest

Release notes

XL Release ServiceNow plugin 8.6.0

  • From 8.6.0 the ServiceNow plugin was enhanced and supports new task types, including agile development tasks.
  • The ServiceNow certified app is optional for integration.

XL Release ServiceNow plugin 8.5.0

Important: For version 8.5.0, the XL Release ServiceNow App is required to be installed on your ServiceNow instance.

Improvements

  • [REL-7525] - Add support to integrate with ServiceNow Store API

XL Release ServiceNow plugin 8.2.0

Features

  • Add ServiceNow shared configuration and add check connection
  • Add tasks related to CMDB and ServiceNow Schedule
  • Add tasks related to Change Requests Tasks
  • Add tasks related to Change Request
  • Add tasks related to Incident Requests
  • Add tasks related to Service Requests
  • Add tasks related to Service Request Items
  • Add task related to Create Request
  • Add ServiceNow Query Tile