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servicenow_remedy_installation

ServiceNow to Remedy Installation Configuration

The ServiceNow Remedy SIAM Integration allows for replication of Issues and Incidents between your ServiceNow and Remedy instances.

The following are steps to install and configure the various components to implement the Remedy SIAM integration for ServiceNow for the first time.

ServiceNow Installation and Configuration

1. Update Sets

To begin integrating SIAM for Remedy 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 support@perspectium.com. For more information on installing or updating the update sets, visit the first time install or updating pages.

The update sets should be installed in this order:

  1. Perspectium for ServiceNow update set.
  2. Perspectium Common Endpoint
  3. Perspectium Common Doc to integrate (ie. Common Incident, Common Change, etc.)
  4. Perspectium SIAM for Remedy update set

Once all three update sets have been installed the Perspectium app in the ServiceNow menu should show the Remedy SIAM Integration tab:

2. Subscribe Queue

If you are planning on subscribing to data from Remedy to ServiceNow a subscribe queue needs to be set up. For general information on setting up subscribe queues in ServiceNow, you can refer to the ServiceNow Subscribed Queues page.
The information you will need to set up this subscribed queue:

  1. Name of the queue
  2. Endpoint url
  3. Queue user
  4. Queue user password

The endpoint url, queue user, and queue user password will be provided by Perspectium support. The name of the queue is usually in the form psp.out.servicenow.yourinstancename.

3. Dynamic Share and Shared Queue

After the SIAM base and SIAM for Remedy update sets have been installed, a dynamic share and a shared queue should have been created. Visit the Dynamic share and Shared Queues pages for general information on both of these features.
To verify that the dynamic share has been created:

  1. Click on the dynamic share link in the under the Remedy Siam Integration tab in the Perspectium App.
  2. This should open up to a table where an Incident dynamic share should have been created.
  3. Click on this dynamic share and verify that the Active field is checked, and that under Additional settings the Table Map and Target Queue fields have values.

To verify that the Shared Queue has been created:

  1. Click on the shared queues link under the Replicator tab in the Perspectium App.
  2. This should open up a table where a shared queue named psp.in.siam.client.remedy should have been created.
  3. Click on this Shared Queue and verify that it is active.
  4. Stay in this Shared Queues view to complete the Dynamic Share and Shared queue configuration.

To complete the configuration you will need:

  1. The SIAM endpoint url
  2. The Queue user for your SIAM endpoint.
  3. The Queue user password for your SIAM endpoint.


These will all be given to you by Perspectium Support. You will then need to enter this information into the Endpoint URL, Queue User, and Queue user password fields in the psp.in.siam.client.remedy Shared queues. Once this is done click the update button in the top right of the shared queue view and these settings should be saved.

Creating Dynamic Shares

To create your own share for other tables click the Dynamic Shares module under the Perspectium application menu. Click the new button to move on to the dynamic share form. Select the desired table to share and select the active checkbox. Then choose your trigger conditions and move to the “Additional Settings” section of the form. Select the table map that contains Remedy and the table name. Select the Target queue psp.in.siam.client.remedy. See the dynamic share page for more information.

4. Outbound and Inbound table maps

Just like Shared and Dynamic queues, an inbound table map and an outbound table map should have been created after the SIAM update sets were installed. The Inbound table map will handle the conversion of Remedy common incidents into ServiceNow incidents. The outbound table map will handle the conversion of ServiceNow Incidents into Remedy common incidents. To verify that these have been created:

  1. Click the link for the Inbound Maps under the Remedy SIAM Integration tab.
  2. Verify that Common Incident to Incident for Remedy exists in this table.
  3. Click the link for the Outbound Maps under the Remedy SIAM Integration tab.
  4. Verify that Incident to Common Incident (Remedy) exists in this table.

If either of these maps is missing please contact support@perspectium.com

The outbound table map requires specific fields to communicate from ServiceNow Incidents to the Remedy common incidents. For each new table, a table map with the required outbound table map fields are necessary. The “@” designates data to the attribute field instead of going directly to the common data format. A table of the outbound table map fields are listed below.

Source Field Source Script Target Field Required
correlation_display @entry_ID Mandatory
RemedyForm answer=“IMT:ServiceNow_TRN”; @RemedyAPIForm Optional
RemedyIdField answer=“Related ID”; @remedy_id_field Mandatory
(empty) answer=“remedy”; @SIAM_provider Mandatory

5. Scheduled Jobs

Scheduled Jobs query against Remedy to check if any updates are necessary. In Scheduled Jobs, different components can be set like polling internal, custom query fields, query candidates, and time of updates. Under Scheduled Jobs look for Perspectium Remedy Subscriber and confirm that it is there.

servicenow_remedy_installation.txt · Last modified: 2018/06/15 11:43 by paul.jensen