Replacing deprecated integration with REST API, need advice

[tahnalos]

Due to ServiceNow apparently changing the way plugins are used, our existing integration with NetCool will no longer work once we upgrade to London.  Due to this, we need to replace our current integration plugin with several web services.

Based on what I can tell, the integration works by automatically supplying REST API calls from NetCool towards ServiceNow.  With regards to the reverse, it looks like there are business rules that trigger a JDBC Probe into a Midserver that would then be used to populate data in NetCool.   As we are only using the integration to pass information with regards to Incident Tickets only, we are looking to do the following.

1) Our Netcool developer will need to build the REST HTTP call to PUT a new incident ticket or PUT a modified ticket into ServiceNow.  The question here is how do we build the call so that it is done via a secure connection through a generic login into ServiceNow.

2) Our Netcool developer is currently researching how Netcool can accept a REST Call into the Netcool system.  For the ServiceNow side, this means that we need to deactivate business rules that trigger this JDBC probe.  We also would need to ensure that the call to NetCool is also secure.

That said, has anyone done anything like this with regards to an integration?  And more importantly, am I potentially missing something with regards to building web services that would satisfy this integration?

Thanks.

[Goran WitchDoc]

I would that going with REST is a pretty secure solution. If you don't want to expose NetCool for the internet, the outbound rest call from ServiceNow can use a MIDserver to get to NetCool.

About the Security part, I would go through the docs to get a better understanding how it works:

https://docs.servicenow.com/bundle/london-application-development/page/integrate/outbound-rest/concept/c_OutboundRESTAuth.html

[tahnalos]

Hi Goran.

Thanks for your feedback.  One question though, is the MIDServer going away from ServiceNow soon?  I am getting the impression that the reason why the current Netcool integration is no longer supported is because the MIDServer is considered to be legacy and is being replaced by Event Management.

Our discussions appear to lean towards two separate REST web services, one in each direction.  Originally, the incoming request was to go directly to the form in question but I realize that may not be the best solution for reasons I can't figure out.  It looks like we will need two separate staging tables, one to store modified incidents in a queue to send to Netcool, and the other to receive REST PUTs from NetCool and use transform maps to update the data.  Please let me know if I am on the right track with this.

That said, is there a more comprehensive REST tutorial out there?  Again, I am very new to Web Services and are looking to get this right.

thanks 

[Goran WitchDoc]

Hi,

That seems very wrong information. MID-Server is the heart when it comes to integration and I wouldn't see it be replace for a couple of years at least (tech stuff changes fast, never know when there is an replacement for it). But as it is now, MID server is the only way to keep communication with the company infrastructure without opening any firewalls etc. Many applications today uses MID-server to communicate with the servicenow instance. There are also companies who has applications who doesn't allow REST calls from outside. In that case ServiceNow can send those REST call through the MID server and then to the correct application.

In the case of your situation and from what you write here I wouldn't say you need all that. Pretty much just two scripted REST (one outgoing and one to handle incoming). This is if you are both pushing in to ServiceNow and ServiceNow is pushing into Netcool. Unless you have major complex transformation of data, there shouldn't be any need for transform map etc. There is even an OOB REST endpoint for incident, but often there are missing a few requirements which leave it hanging and you create your own.

[tahnalos]

So our Netcool developer has posited a potential solution, in that the Netcool Gateway is likely going to be taking over all functions of integration with ServiceNow, instead of communicating with the ServiceNow integration.  He forwarded me this:

Given that the integration with Netcool will be going away, is this still a potential solution?  If we can reduce rework by creating two separate web services one for each direction that would be great.

Thanks