ServiceNow Integration for CMDB and Incident Creation

Two plugins are required. The majority of customers will already have these, but if not, please be aware that there may be additional costs/licensing from ServiceNow, you can find these under Plugins in the Application Menu

In the left menu, search for Tables under System Definition, then search for Software Instance table then select the Application Access tab. Ensure the Can Create and Can Update checkboxes are selected and saved
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Search for Scripts - Background in the right menu, then run gs.invalidateCache() and select Global Scope
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It may be necessary to have a mid-server setup to ensure Faddom can communicate with your ServiceNow Instance. For further information, you can see the ServiceNow Mid Server documentation
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The actions below can only be performed by a user with the Admin role in the target ServiceNow instance
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You need the appropriate Update Sets and XML files at the bottom of this article

Login into ServiceNow with your admin credentials
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In the left navigation pane, search for Update Sets.
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Click on Retrieved Update Sets under the System Update Sets module.
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Scroll down to the bottom and click on Import Update Sets from XML. For more information see the ServiceNow documentation on Update Sets

Upload the XML file Faddom Integration App.xml and click Upload

Repeat for the Faddom Update Sets.xml and Faddom Update Sets 2.xml in order.
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Locate the imported update set in the list of retrieved update sets. Search for Faddom

Click on each update set in turn to open it. ​

Click on Preview Update Set in the top left or right

You will encounter some errors regarding external data; these can be resolved by selecting all the options, then going to Actions > Accept remote update sets
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After previewing, click on Commit Update Set on the top right or left bottom

If any other conflicts appear, resolve them before proceeding.
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Click Commit Update Set to apply the changes to the instance

Wait for the commit process to complete
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Import the XML files by going to CI Identifier table and right-clicking on a column and selecting Import XML. Do this for all the XML files

In the left navigation pane, search for Studio​
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Click on Studio under the System Applications module. A new tab opens.
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Search for Faddom Application

Scroll down and select Faddom Rest APIs.
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Under the Authentication tab, click the magnifying glass icon next to Basic Auth Profile.

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Create a local or LDAP user in Faddom for the integration. This can be done by following our guide, How To Setup User Access
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In the newly opened window, enter your username and password

Next, you will see the different HTTP Methods that Faddom is importing, you will need to open each one to amend the endpoint, which should be the IP address of your Faddom server (by default it's 0.0.0.0)

After updating it, you can test the HTTP Method by clicking on the ‘Test’ button under Related Links

Once all the HTTP methods are working fine and returning the HTTP Status code of 200, move to the next step. If you have any other issues, see the Troubleshooting section
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Look for Delete Jobs under Faddom Application

​Schedule each job to run in the below order. This is needed to ensure the latest data in Faddom is populated correctly in ServiceNow

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Once all jobs are scheduled, look for Studio in the Application Menu

This will open up your Studio and you can search for the Faddom Application
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Navigate to Faddom RestAPIs at the bottom

To import all the data and schedule the jobs, navaigate to Scheduled Data Import.

To run the data import automatically on a schedule, navigate to the Schedule Data Imports, and enter each job and set it to run in the order below. The first four jobs can be run at the same time, while the second four should be scheduled for later (we recommend at least one hour gap). Please make sure the timezone is the same as the one above for the delete jobs (see point 27).
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Search for Faddom in the Application Navigator.

You will see the links to all the related tables under the Faddom Application Menu.

You then select the table you are interested in seeing

Once the table loads you can select individual objects to see detailed information

For example, to see your Faddom Application Maps, you select Applications and you will see a list. You can then select the Show Dependency View to see the map in ServiceNow (opens a new tab).