IT service management (ITSM) on CloudBolt Documentation

ServiceNow

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ServiceNow is a platform for creating and managing digital workflows. CMP’s ServiceNow integration lets you route CMP orders through the ServiceNow request management process.

To send server configuration data to the ServiceNow CMDB, use the ITSM integration. This page covers the Service Catalog (request management) workflow.

Request management and the Service Catalog

The ServiceNow Service Catalog starts the request management process. When it is enabled, submitting an order in CMP sends the request to ServiceNow instead of ordering immediately:

Embed in ServiceNow

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Considerations

CMP must have an SSL certificate that your users’ browsers trust, as browsers do not let users accept a certificate warning inside a frame. Check for a locked padlock icon to the left of the CMP URL.
You need a ServiceNow account with an administrator role.
Users’ browsers must allow third-party cookies from CMP. Some browsers block them by default. See Users are asked to log in again.
If CMP uses SSO, CloudBolt recommends turning on Automatically Login to SSO in Miscellaneous Settings so users do not see the CMP login page. Some identity providers do not allow their login page to load in a frame. See The frame is blank.

Setup overview

Set up allowed embed URLs in CMP.
Choose the CMP URL to embed.
Set up the iframe in ServiceNow using one of these methods:
- UI page (recommended): Opens the full CMP interface from the ServiceNow navigator.
- Dashboard: Shows a CMP page as a dashboard widget. Requires Core UI dashboards.
- Homepage (legacy): Shows a CMP page on a homepage. Requires the UI16 interface.

Set up embed URLs in CMP

In CMP, go to Admin > Miscellaneous Settings.
On the Login tab, next to Settings, select Edit.
In Embed URLs / Frame Ancestors, enter the URL of your ServiceNow instance, such as https://yourcompany.service-now.com. To allow more than one instance, separate the URLs with spaces.

(opens full-size image in a new tab)
Select Save.
If you run multiple CMP appliances, SSH into each web server and run /opt/cloudbolt/manage.py generate_webserver_conf.

ServiceNow Approval extension

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The extension adds a ServiceNow Approval admin page to CMP, where you store the connection to your ServiceNow instance and map orders to the ServiceNow workflows that approve them. Orders are sent to ServiceNow as they are submitted, and a recurring job returns the decisions.

Before you start

Import the ServiceNow Approval extension from the Content Library and restart the Apache HTTP Server. See UI extensions for the import steps.
Create the approval workflow in ServiceNow. It must exist before you can add a workflow configuration.

How an approval flows

A user places an order in CMP.
CMP raises a matching request in ServiceNow.
An approver acts on the request in ServiceNow.
The next run of the recurring job reads the decision and applies it to the CMP order.
When the order finishes, CMP closes the ServiceNow request.

The job runs every 30 minutes. To pick up a decision without waiting, run ServiceNow Change Order Status from Admin > Recurring Jobs.