Configuring integration settings for ServiceNow services and components in AEM

You have to set up your ServiceNow services and components to integrate with your Adobe Experience Manager (AEM) instance.

Settings to enable use of ServiceNow services in AEM

You can define the following types of configuration settings for ServiceNow services in AEM:

• Authentication settings with a third-party OIDC provider (see Configure OIDC provider details in Adobe Experience Manager).
• Specific settings for ServiceNow services (see Define OSGi configuration settings for ServiceNow services).
• Log file settings for ServiceNow services (see Configure log file settings for ServiceNow services in Adobe Experience Manager).

Settings for using ServiceNow components in AEM

To use the Knowledge API endpoint on your AEM instance, you have to define the cross-origin resource sharing (CORS) rule on your ServiceNow instance. For more information, see Define a cross-origin resource sharing rule (CORS) to access ServiceNow API endpoints from AEM.

Define OSGi configuration settings for ServiceNow services

Define OSGi configuration settings for ServiceNow services used by ServiceNow components in Adobe Experience Manager (AEM).

Before you begin

Role required: AEM administrator

Procedure

1. Access the web console in AEM using a URL in the following format: https://<AEM_hostname>:<AEM_port>/system/console/configMgr.
2. Search for ServiceNow Configuration.
3. In the Name column, click the ServiceNow Configuration link.
4. Provide values for the configuration settings.

   Table 1. ServiceNow Configuration settings

   Field	Description
   Base Instance URL	Complete URL of your ServiceNow instance.
   Knowledge Bases	System identifier (sys_id) of a knowledge base that contains associated knowledge articles. For multiple entries, separate the knowledge bases with commas. Note: A blank value indicates articles from all knowledge bases in your ServiceNow instance are accessible to a user with appropriate permissions.
   Show Articles in All Languages	Option to show knowledge articles in all languages for ServiceNow components.

5. Click Save.

Configure log file settings for ServiceNow services in Adobe Experience Manager

Configure log file settings for ServiceNow services in Adobe Experience Manager (AEM) to generate debug logs to help identify issues in the authentication process.

Before you begin

Role required: AEM administrator

Procedure

1. Access the web console in AEM using a URL in the following format: https://<AEM_hostname>:<AEM_port>/system/console/configMgr.
2. Navigate to OSGi > Configuration.
3. Search for and select logs/project-servicenow-components.log: info.
4. Verify the default field values, or fill in your own values for a custom configuration.

   Table 2. Logger configuration settings

   Field	Value
   Log Level	Debug
   Log File	Path of the ServiceNow log file.
   Message Pattern	Message-format pattern for formatting log messages.
   Logger	Logger name for ServiceNow login services.
   Additivity	Option to disable sending logs to an appender attached higher in the hierarchy.

5. Click Save.

Define a cross-origin resource sharing rule (CORS) to access ServiceNow API endpoints from AEM

Define a cross-origin resource sharing (CORS) rule on your ServiceNow instance to access endpoints of the Knowledge Management REST API, Case API, or CSM Attachment API from your Adobe Experience Manager (AEM) instance.

Before you begin

Ensure that you have configured the API for which you are defining the CORS rule.

• Activate the Knowledge API plugin (sn_km_api) to use the Knowledge Management REST API endpoints for knowledge articles. For more information, see Knowledge Management REST API.
• Activate the Customer Service plugin (com.sn_customerservice) to use the Case API endpoints for customer service cases. For more information, see Case API.
• Configure the glide.rest.attachment_csm_api.allowed_tables system property and include the Case [sn_customerservice_case] table to use the CSM Attachment API end points for case attachments. For more information, see CSM Attachment API.

Role required: web_service_admin

About this task

Procedure

1. Navigate to All > System Web Services > CORS Rules.
2. Click New.
3. On the CORS Rule form, fill in the fields.

   Table 3. CORS Rule form

   Field	Description
   Name	Name for identifying your CORS rule.
   REST API	REST API this CORS rule applies to. For knowledge articles, select Knowledge Management REST API [sn_km_api/knowledge]. For customer service cases, select Case [sn_customerservice/case]. For case attachments, select CSM Attachment API [now/attachment_csm]
   Domain	AEM instance that this CORS rule applies to.
   Max age	Number of seconds to cache the client session.

4. In the HTTP Methods related list, select HTTP methods to send a request to a web service provider.
   • For knowledge articles, select GET.
   • For customer service cases, select GET, PUT, POST.
   • For case attachments, select GET, POST, DELETE.
5. For Case API, in the Exposed headers field of the HTTP Headers related list, enter X-Total-Count.
6. Click Submit.