Note: Domain separation plugin needs to be enabled in order to add and manage new customers. Please enable domain separation before proceeding.
To begin integrating the MSP Gateway into your ServiceNow instance you must first install the Perspectium update sets. For the latest update sets, visit the Update Set Releases page and request the download links from email@example.com. For more information on installing or updating the update sets, visit the Update Set Installation or Upgrading an Update Set pages.
The following update sets should be installed:
1. (Latest) Perspectium for ServiceNow update set
Make sure to Finish Install (found under Perpectium > Control and Configuration > Finish Install). Configure the Properties (found under Perspectium > Control and Configuration > Properties). Run Test Connection to make sure the instance is properly set.
2. Perspectium Common Endpoint update set
3. Perspectium Common Incident update set
4. Perspectium SIAM Mapping UI update set
5. Perspectium MSP Gateway update set
Once the update sets have been installed:
1) Navigate to the Perspectium MSP application menu and click Finish Install (this process may take several minutes to complete).
Company should be previously added and configured under Organization > Companies. The company domain should also be previously added and configured under Domain Admin > Domains
2) To create a new Customer, click on the Add Customer tab under the Perspectium MSP application menu (alternatively, you can also proceed to step 3 and click on the New button). You will be directed to the following page:
Company (lookup field): populate with the company reference.
Active checkbox: indicates whether the Company is Active or not (defaults to Active).
3) To see a list of all customers, go to the Manage Customers tab under the Perspectium MSP application menu.
Drill into the newly created customer; on this customer detail page, click New to create a new endpoint. This will open the following form (refer to section below).
Create a new domain, under Domain Admin > Domains. Click on New to create a domain. Assign the Name for the domain and set a Parent.
Create a new company for the domain by drilling into the newly created Domain and create a new customer by clicking New. Click Submit to save.
To create a new customer endpoint. Click the New button from the MSP Customer Endpoints table list. Complete the form below by filling in all required fields.
Company: will be pre-populated with the current company name.
Type (Endpoint): a dropdown with the choices of ServiceNow and Remedy. If ServiceNow is selected, the fields User, Password, and Requires Repeater Agent will not appear as ServiceNow does not use these fields.
ITSM Module: a dropdown with one choice of Incident Management.
Currently Incident Management will be the only supported module in MSP Version 1.
Integration User: this field is automatically populated with a generated user based on company name. You can also use the dropdown menu to change the integration user.
*In order to trigger replication of incidents, the domain of the incident (based on caller's company) and the customer endpoint domain must match.
Active: a checkbox indicating if the endpoint is active or not.
URL or Instance (Endpoint): the customer/target endpoint URL or instance name (for ServiceNow endpoints). If an Endpoint Alias is not specified (below), this field will be used as the Source/Target System display name when generating the MSP Mappings table.
Alias (Endpoint): this field is optional; if you choose to give this endpoint an alias it will be used as the Source/Target System display name when generating the MSP Mappings table (instead of the Endpoint URL).
Once all required fields are filled in, click Submit.
The MSP Endpoint Table with the newly added endpoint will be generated. The Table Map, Transform Map, Dynamic Share, and Shared Queue will automatically be generated for this newly created endpoint configuration. If you click on the “Edit Dynamic Share” link, it will direct you to the generated dynamic share. If you click on the “View Import Set Table” link, it will direct you to a list view of the dedicated import set table for this customer endpoint.
*Note: The Dynamic Share will be created with Base64 Encode Only cipher. If you wish to use another cipher type, the encryption/decryption keys on the MSP Gateway and Customer Endpoint systems must match.
Additionally, the MSP Mappings table will automatically be generated below the endpoint table (see screenshot below).
Describes the bidirectional flow of messages from the Source to Target system.
Note: The rows on the Mappings table cannot be edited.
Source system: indicates where the message originated. As mentioned previously, if an Alias was provided in the endpoint configuration it will be used as the Source system value, otherwise, it will default to the Endpoint URL.
Source Format: type of the source message.
Maps to: the “maps to” link will direct you to either the (previously generated) table map or transform map, depending on the direction of the message.
Target Format: type of the target message.
Target System: indicates the message's target destination. If an Alias was specified in the endpoint configuration it will be used as the Target system value, otherwise it will default to the Endpoint URL.
The conditions specified in this related list define the conditions that must be met for replication to occur and the action suffix produced in the name field of the outbound message. The conditions are executed in sequence from lowest to highest order value.
To clone any existing endpoint, click the blue Clone Existing button located next to the New Button. You will be directed to the following page (below) where you will choose the endpoint to clone, enter the new endpoint instance/URL, endpoint alias (if any), and user and password (if you are cloning a non-ServiceNow endpoint).
The optional alias field will be pre-populated with the Customer and Endpoint type; you can input a different alias name or choose not to use an alias. This action will create a new shared queue using the new endpoint instance/URL, and will clone the selected Endpoint record and all its associated artifacts (SIAM Mappings, Import Set Table, Dynamic Share, Outbound Table Map, Transform Map, and Inbound Table Map) under the current customer.
To drill into and view endpoint and mapping details for an existing customer from the MSP Customers home page, click on the row with the customer's name. This will display all the endpoints for this customer.
*Note: if you click the Active checkbox on the top of the page (as seen in the screenshot above), the Dynamic Share(s) and Transform Map(s) for all the customer's corresponding endpoints will be activated/deactivated accordingly to prevent data from flowing in/out.
To drill into an endpoint configuration record, click on a row in the MSP Customer Endpoints table. This will display the endpoint record as well as its corresponding mappings.
*Note: If you click the Active checkbox to activate or deactivate an endpoint the Dynamic Share and Transform Map for that specific endpoint will be activated/deactivated accordingly.
If you click this button, the current Company, Domain, Customer, Endpoint record, and all associated artifacts (Mappings, Import Set Table, Dynamic Share, Table Map, Transform Map, Inbound Table Map, and Outbound Table Map) will be pushed to the current update set. The Share Conditions will also be pushed to the current update set. You will be directed to the following screen where you must enter the new Gateway ServiceNow instance information, and the new target Endpoint instance (or URL if using a non-ServiceNow endpoint). The optional alias field will be pre-populated with the Customer and Endpoint type; you can input a different alias name or choose not to use an alias.
*Note: After installing this update set, you must create your own Shared and Subscribe queues (and update the Dynamic Share target queue accordingly).
To create the shared queue and update the Dynamic Share target queue, you can click on the “Edit Dynamic Share” hyperlink on the MSP Customer Endpoints screen.
Once you are directed to the Replicator Configuration - incident [Shared view*] screen, navigate to the Target queue field, click on “Lookup using list” (Search icon), and then click the New button.
After the shared queue is created and on the Replicator Configuration - incident [Shared view*] screen, navigate to Related Links and click on “Reset Dynamic Share Rule.”
When installing an update set that contains artifacts associated with a MSP customer endpoint where type = BMC Remedy, you will also be prompted to update the Dynamic Share target queue accordingly.
On the Replicator Configuration - incident [Shared view*] screen, navigate to Related Links and click on “Reset Dynamic Share Rule.”
To complete the process, navigate to the Queues - psp.in.siam.client.remedy [Share view] screen, and update any applicable details accordingly (i.e.Queue user, Queue user password)
Deleting a customer endpoint: once you click Delete on the MSP Customer Endpoint record, that specific endpoint and its associated Mappings will be deleted, along with the associated Table Map(s), Transform Map, Dynamic Share, and Shared Queue artifacts.
*Note: The Delete action has been hidden for Customers. Best practice is to not delete but rather deactivate customers.