ServiceNow Integration Setup¶

This guide will walk you through steps to set up ServiceNow integration with the nautobot_ssot app.

Prerequisites¶

Before configuring the integration, please ensure, that nautobot-ssot app was installed with ServiceNow integration extra dependencies.

pip install nautobot-ssot[servicenow]

Configuration¶

Integration behavior can be controlled with the following settings:

instance: The ServiceNow instance to point to (as in <instance>.servicenow.com)
username: Username to access this instance
password: Password to access this instance

There is also the option of omitting these settings from PLUGINS_CONFIG and instead defining them through the UI at /plugins/ssot-servicenow/config/ (reachable by navigating to Plugins > Installed Plugins then clicking the "gear" icon next to the Nautobot SSoT ServiceNow entry) using Nautobot's standard UI and secrets functionality.

If you configure the integration's settings in PLUGINS_CONFIG, those values will take precedence over any configuration in the UI.

Depending on the amount of data involved, and the performance of your ServiceNow instance, you may need to increase the Nautobot job execution time limits (CELERY_TASK_SOFT_TIME_LIMIT and CELERY_TASK_TIME_LIMIT) so that the job can execute to completion without timing out.

Below is an example snippet from nautobot_config.py that demonstrates how to enable and configure ServiceNow integration:

PLUGINS_CONFIG = {
    "nautobot_ssot": {
        "enable_servicenow": True,
        "servicenow_instance": os.getenv("SERVICENOW_INSTANCE", ""),
        "servicenow_password": os.getenv("SERVICENOW_PASSWORD", ""),
        "servicenow_username": os.getenv("SERVICENOW_USERNAME", ""),
    }
}

Note

All integration settings are defined in the block above as an example. Only some will be needed as described below.

Duplicates¶

When duplicates records are encountered in ServiceNow this is problematic for Nautobot to identify the correct record to update. The ServiceNow SSOT sync logic will warn you about these duplicate instances but it is up to the end-user to reconcile them for accurate data syncronization.

At the end of an SSOT run, for every ServiceNow table where duplicates were found - a corresponding duplicate_${table}.txt file will be present in the results. This is in the format of a CSV file with the top row containing the attribute name and each subsequent row being the element that was found in duplicate.

For example, if multiple product models were discovered you'll see a log warning and a file called duplicate_product_model.txt in the SSOT run output with contents such as:

manufacturer_name,model_name,model_number
Cisco,Catalyst 9300,C9300-48P
Dell,PowerEdge R740,R740-8SFF
HP,ProLiant DL360,DL360-G10
Juniper,EX4300,EX4300-48P
Arista,7050X3,DCS-7050X3-32S

Upgrading from `nautobot-plugin-ssot-servicenow` App¶

Warning

When upgrading from nautobot-plugin-ssot-servicenow app, it's necessary to avoid conflicts.

Uninstall the old app:

pip uninstall nautobot-plugin-ssot-servicenow

Upgrade the app with required extras:

pip install --upgrade nautobot-ssot[servicenow]

Fix nautobot_config.py by removing nautobot_ssot_servicenow from PLUGINS and merging app configuration into nautobot_ssot:

PLUGINS = [
    "nautobot_ssot",
    # "servicenow"  # REMOVE THIS LINE
]

PLUGINS_CONFIG = {
    # "nautobot_ssot_servicenow": {  REMOVE THIS APP CONFIGURATION
    #      MOVE CONFIGURATION TO `nautobot_ssot` SECTION AND UPDATE KEYS
    #     "instance": os.getenv("SERVICENOW_INSTANCE"),
    #     "username": os.getenv("SERVICENOW_USERNAME"),
    #     "password": os.getenv("SERVICENOW_PASSWORD"),
    # }
    "nautobot_ssot": {
        # Enable ServiceNow integration
        "enable_servicenow": True,
        # Following lines are moved from `nautobot_ssot_servicenow` and prefixed with `servicenow_`
        "servicenow_instance": "",
        "servicenow_password": "",
        "servicenow_username": "",
    }
}

Note

Configuration keys are prefixed with servicenow_.