ServiceNow Plugin Installation Instructions

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Table of Contents

RISC Networks ServiceNow Plugin

     1        Preface

     1.1         Intended Audience

     1.2         Product Version

     1.3         Document History

     1.4         Document Convention

     2        Introduction

     2.1         Overview

     2.2         Prerequisites

     3        Setting up the Plugin

     3.1         Importing the Plugin

     3.2         Configuring RISC Networks Credential

     4        RISC ServiceNow Workflows

     4.1         Listing Devices

     4.2         Adding Tags

     4.3         Viewing the Relationship

     4.4         CI Relationship

     4.4.1          Viewing Existing CI and RISC CI Relationship

     4.4.2          Creating Relationship Manually

     5      Acronyms

1. Preface

This document describes how to install and use the RISC Networks ServiceNow (SNOW) plugin.

1.1 Intended Audience

The reader of the RISC Networks ServiceNow (SNOW) plugin guide must be familiar with the following:

  • Using the ServiceNow CMDB platform

1.2 Product Version

This document applies to RISC Networks SNOW plugin v1.0 release.

1.3 Document History

Date Revision Details
December 2017 1.0 First draft
January 2018 <> <>

1.4 Document Convention

Following conventions are used in this document.

Convention Description

Indicates text on a window, other than the window title, including menus, menu options, buttons, fields, and labels.

Example: Click OK.


Indicates a variable, which is a placeholder for actual text provided by the user or system. Example: copy source-file target-file

Note: Angled brackets (< >) are also used to indicate variables.

 Note Notes, which offer an additional explanation or a hint on how to overcome a common problem.

2 Introduction

The ServiceNow plugin for RISC Networks facilitates a connection between the RISC Platform and a ServiceNow instance to perform data sync between them using HTTPS connection.

The primary feature of the plugin is to synchronize the data between ServiceNow and RISC Platform.  The plugin is called from the ServiceNow scheduler to fetch data from the RISC Platform. The data updated in ServiceNow CMDB is updated back to RISC database based on the scheduler configuration.

2.1 Overview

The RISC SNOW plugin supports the following features:

  • Schedule job to import RISC data into SNOW and map it to CMDB
  • Discover and list the RISC Platform on the SNOW plugin
  • Add tags
  • Create database relationship between data fetched in CMDB and RISC Networks

2.2 Prerequisites 

Before you begin installation of the plugin, you must have the following resources available:

Software Version
ServiceNow Istanbul or newer
Web browsers (Mozilla Firefox and Google Chrome) Latest

Prior to using the plugin workflows, the following configurations must be set:

  • The XML plugin is imported in ServiceNow
  • You have a RISC Networks credential with entitlement to data
  • As an end-user, you should be assigned 'x_cals_risc_netwo.user' role for viewing or performing any action.

3 Setting up the Plugin

You must have admin privileges to configure the plugin.  You need to perform the following settings and configurations before you use the plugin:

  • Import the XML plugin in ServiceNow
  • Configure customer

3.1 Importing the Plugin

This section describes the detailed steps to import the <.xml> file. You must import the plugin within a specified instance. After the XML file is committed successfully, the project data is available to the users within ServiceNow.

To import the plugin:

1. Open the required instance and login using the credentials. You must login using Admin user profile.

2. Type Update Sets in the left pane Search box and click Retrieved Update Sets on the left pane.

Retrieved Update Sets view screenshot

3. Click Import Update Set from XML. The Import XML page displays.Import XML screenshot

4. Click Choose File and click Upload.

Update Sources screenshot Note: After the xml file is imported, it displays the status as "Loaded".

5. Click the uploaded file.  In the following screen, click Preview Update Set.

Preview the update set screenshot

6. Click Commit Update Set. If any errors are generated before committing the Update set, you must accept the remote update option.

Update Set Commit imageAfter the plugin is successfully committed, you can view the details. Following is a sample screen.

View Plugin Details screenshot

You have successfully imported the plugin.

3.2 Configuring RISC Networks Credential

The administrator must have the basic configuration details for the customer configurations such as username, password, assessment code, and host API URL for basic authentication to communicate with RISC Network database.

Note: Users with ‘ x_cals4_risc_netwo.user’ role can create and update the customer configuration records.

1. Open the required instance and login using the credentials.

2. Under the RISC NETWORKS group in the left pane, click Customer Configurations.

Customer Configurations screenshot

3. Enter the UserName, Password, Assessment Code, Host API URL and API Key.  The Host API URL is <>.

4. Click the following as required:

  • Save Configuration to save the basic configurations.
  • Sync Data to fetch the RISC Networks data for the configured customer in the ServiceNow plugin. You are redirected to the Queue page. The details are displayed in the table after the state is Complete.
  • Clear All Asset Data to remove the basic configurations of the synced data of a particular customer. You are redirected to the Queue page. The details are displayed in the table after the state is Complete.

4. RISC SNOW Workflows

This section provides an overview of the various tasks that you can perform in the plugin. You can discover the following devices using the RISC SNOW plugin:

  • Customer Configurations*[1]
  • RISC Basic Devices*
  • RISC Cisco CallManagers*
  • RISC Inaccessible Devices*
  • RISC Inaccessible Network Infrastructure*
  • RISC Inaccessible Windows Devices*
  • RISC IP Phones*
  • RISC Linux and Unix Device*
  • RISC Network Infrastructures*
  • RISC Virtual Machines*
  • RISC VMware Hosts*
  • RISC Windows Servers*
  • RISC Windows Workstations*
  • RISC Interfaces
  • RISC Windows Server Disks
  • RISC Windows Server Interfaces
  • RISC Storages
  • RISC IPs
  • RISC Tags*
  • RISC Stacks*
  • RISC Locations
  • RISC Network Entities
  • RISC Network Interfaces
  • RISC VMware Host Interfaces

To view the SNOW workflows:

1. Login to the ServiceNow portal.

2. In the left panel Search box, type RISC.

View ServiceNow workflows screenshot

[1] * indicates that only these workflows are available to the end-user in the left pane.

3. Click the required link to view more details in the right pane and perform various actions.

4.1 Listing Devices

You can view a list of discovered devices available in the RISC Network using the SNOW plugin.

To list the discovered devices:

1. Login to the ServiceNow portal.

2. In the left panel Search box, type RISC.

RISC Basic Devices view screenshot

3. Click RISC Basic Devices to view the basic devices. A list of available basic devices is listed in the right pane.  Similarly, you can view other devices as well.

4. Click the Device ID to view more details of the device.

Device ID view screenshot

5. You can view the Interfaces, IPs, Stacks, Tags, and Location of the device by clicking the respective tabs. The tabs will vary depending on the device selected. For example, for RISC Network, it will additionally list the Network Entity tab and for the RISC Linux and UNIX devices, it lists the Location, Stacks, Tags, Interface and Storage tab.

4.2 Adding Tags

Tags allow grouping and organizing of records. You can tag different types of records that are related to the same device. In addition, you can tag devices that you want to work on first. You can create and modify tags, and view your tagged items. You can add tags to the list of discovered devices available in the RISC Network using the SNOW plugin.

To add tags to the discovered devices:

1. Login to the ServiceNow portal.

2. In the left panel Search box, type RISC.

3. To add tags to basic devices, click RISC Basic Devices. A list of available basic devices is listed in the right pane.  Note: Select the device to which you want to add tagging.

Adding RISC tags to your ServiceNow Instance to learn more about Basic Devices screenshot

4. Select the Device ID and click Add RISC TagsNote: Alternatively, you can select a Device ID, right-click the device, and then click Add RISC Tags

Add RISC tags to the ServiceNow instance screenshot

A list of existing tags displays as follows.

Existing Tags screenshot

5. Select the required tag and click Submit Tags.

6. On successfully adding a tag, a success message displays.

Successfully Updated Tags confirmation screenshot

After you add the tag, the tag is added to the devices on RISC Network devices. The same is visible in SNOW after the data is synced as per the defined sync schedule in the Tags tab as follows.

Number of tags screenshot

Similarly, you can add tags for other devices as well.

4.3 Viewing the Relationship

After you synchronize the data, RISC Platform data is imported into ServiceNow and mapping is done to create database relationship by the plugin. The RISC Platform data and their relationship are available in the ServiceNow CMDB table.

The following section describes an example of how you can list the relationship of devices.

To view the relationship of devices:

1. Login to the ServiceNow portal.

2. In the left panel Search box, type RISC.

3. Click RISC Stacks. A list of available RISC Stacks is listed in the right pane. Note: Select the device to view the relationship.

4. Click the Name field to view the relationship. Following sample screen lists the Stack ID, Stack Name, Name, Related Items, etc. Hover on the item to view the details of the item.

RISC Stacks details image

5. To list the dependency views, click Dependency Map Icon Image in the Related Items section. Following is a sample dependency view.

Dependency map screenshot

6. To view the dependency in expanded view, right-click the stack and click Expand. Following is a sample screen of the Force view.  

The arrows indicate the direction of data flow.

7. Scroll down to view the relationship of the selected Stack with other devices. Click the required tab to view the details as follows.

Inaccessible Devices view screenshot

4.4 CI Relationship

You can view the relationship between the existing data in SNOW and new data from RISC Networks. Also, you can manually create the relationship.

4.4.1 Viewing Existing CI and RISC CI Relationship

To create a relationship, search for the existing device in order of preferences of:

  • Serial Number
  • HostName
  • IP/MAC Address

If a matching device is found then both the devices will be matched under ‘Identical’ Relation Type as shown in the following snapshot.

To view CI relationship:

1. Login to the ServiceNow portal.

2. Click on a device.

3. Select the device and click it to open the details page.

4. Click the CI Relations tab to view the details. Following is a sample screen.

Identical Device notification screenshot

4.4.2 Creating Relationship Manually

If you need to create a relationship between the existing data in SNOW and new data from RISC Networks, you can create a relationship as follows in the Relationship Editor.

Create relationships manually

1. In the Filter section, enter the required parameters as required. Following is an example.

Filter view screenshot

2. Select an item from the Configuration Items section.

Configuration Items view

3. Click Add Icon Image. The selected item is added to the Relationships table. Following is a sample screen.

Relationships table view screenshot

4. Click Save to save the created relationship.

5. Acronyms

SNOW RISC Networks ServiceNow