4.9.4.3. Auto-configuration of ServiceNow features by the Integration Service

 
The IRM ServiceNow Integration Service uses the ServiceNow REST API to automatically configure new ServiceNow objects and fields needed for the integration.
As a result, the user doesn't have to manually make those changes on the new ServiceNow server.
 
The following specific elements are configured:
  • Change Request form fields
  • IRM Ticket ID
  • IRM Ticket URL
  • checkbox to turn integration on - Manage Design in IRM
  • The Form Layout for these fields listed above
  • Business Rules that work with these fields and the REST API to interact with the IRM ServiceNow Integration Service.
 
The process of checking is:
  • Do the form fields exist, if not create those that are missing.
  • Do the form layout entities exist, if not, create those that are missing from the change_request default view.
  • Do the Business Rules exists, if not, create those that are missing.
 
If you edit a Change Request in the ServiceNow system after the setup process has completed, you should see the fields laid out like below:
 
Again, this configuration process is automatically handled by the ServiceNow Integration Service so no user intervention is required.