This readme describes how to configure Micro Focus ServiceNow Connector. Refer to the Micro Focus Community and Micro Focus Connect Help Center for further configuration instructions.
The Micro Focus ServiceNow for Micro Focus Connect (Micro Focus ServiceNow Connector) lets you synchronize ServiceNow assets like Incidents with assets in other Connector Products, for example assets found in the Micro Focus Octane Connector.
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| Prerequisites | Known Issues | Need assistance with the product? |
This version of the connector is certified with ServiceNow London Version (hosted)
Unless otherwise specified, for any given MF Connect connector from OpenText, all versions of the connector product that are officially released and supported by it's vendor both four months before the time of the release of the connector as well as at the time of using the connector, are supported by OpenText. Not all product versions will be tested and validated by OpenText for each connector release. Instead, OpenText chooses a subset of versions that we deem representative or most important to run validation and certification tests against. These selected versions are mentioned in the respective connector read-me, clearly identifying them as "validated" or "certified". As stated above, this does not mean that Micro Focus Connect does not support other product versions – it only means that no validation test cycle was executed for the other versions.
This version of the connector supports Incidents and other task based types, including Agile assets and custom fields and types.
This connector requires at least build 24.1 of Micro Focus Connect and can be configured using the Micro Focus Connect UI.
The thesaurus.properties file should be copied to the Micro Focus Connect's AppData\data folder.
This connector is an update to the installed connector, you should remove (or move to a directory outside of the connectors) and replace the AppData\connectors\mfcConnectorServiceNow\mfcConnectorServiceNow*.jar file with the one provided.
The following information contains notes regarding installation, but does not replace the entire process.
In order to use this connector, you will need to collect and enter this information in the Micro Focus Connect user interface:
PNGX files in rich text fields are not supported. That means they will not be synchronized to the other side.
Some fields in ServiceNow items can only be synchronized from ServiceNow to another product (not bidirectional). ServiceNow does not surface these fields as ReadOnly, but they do not fit a model supported by Micro Focus Connect (MFC). The "journal" fields are an example. These fields cannot be set to a specific value. Instead, new values are always appended to the existing value. Similarly, there are "derived" fields. Fields like "Active" and "Resolved" are boolean fields whose value is derived from another field's value. Because these fields are NOT surfaced by ServiceNow as ReadOnly, the MFC UI will permit users to map these fields as bidirectional which will not work as desired.
The ServiceNow connector cannot detect that an item has changed when the only change is that an attachment has been deleted. In this release, users can modify a different field, and then this item will be correctly synchronized.
Retrieving rich text values (e.g. Acceptance criteria) via the REST API corrupts trailing whitespace. The " " is converted to the character "�". The invalid character is synchronized to other products.
ServiceNow can have a large set asset types accessible, which may impact configuration performance. If you wish to use a type not immediately visible, you need to set "Restrict types = false" when configuring your ServiceNow data source. If your desired asset types are still unavailable, then type them into the 'Additional types' data source property (e.g. Additional types: dmn_requirement, rm_feature).
The ServiceNow connector supports projects. If your ServiceNow server contains the "pm_project" table, the project names from that table will be surfaced. In addition the connector adds a project named "All" in case you want to treat assets as project independent. But, the project filter does NOT work for some assets (e.g. rm_defect, incident, change_request). For these assets, the filter is ignored.
The Agile assets (e.g. rm_release_scrum) do not expose all of their fields for synchronizing. A future release will rectify this problem.
The ServiceNow connector currently exposes the item type "task". This item type is a base class for other item types. Therefore, it should not be mapped in a synchronization.
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