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.
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 firstname.lastname@example.org. 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:
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:
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:
To verify that the Shared Queue has been created:
To complete the configuration you will need:
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.
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.
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:
If either of these maps is missing please contact email@example.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|