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ServiceNow to SOI for Alert Updates and Clearing Alerts

ServiceNow to SOI for Alert Updates and Clearing Alerts

There are a couple of business rules on the incident table that sends out communication to SOI.

When an incident is created from an Alert, ServiceNow will issue an API call to SOI to set the incident number on the alert. When an incident is CLOSED in ServiceNow, an API call is made to SOI to clear the corresponding alert.

All calls from ServiceNow to SOI are done through a MID Server Script Include that uses Java JAR files that are automatically installed on the MID Server when the integration Update Set is installed on the instance. These JAR files are provided by CA and available on the SOI server. They are automatically added to the MID Server via the JAR File module.
Figure 1. MID Server JAR Files

The JAR Files will create SOAP Web Service calls that are then issued to CA SOI. We were unable to use the built in SOAP Message capability through the MID Server due to the fact that the SOAP calls contain customized headers that are required by the third party product.

The Web Service calls made by the JAR files are outlined in a CA Web Service Reference Guide (CA Account Registration Required)

Sample POST from ServiceNow to SOI Generated by the CA JAR API to Update a Ticket Number on an Alert

<?xml version="1.0" encoding="UTF-8"?> <env:Envelope xmlns:env="http://www.w3.org/2003/05/soap-envelope"
xmlns:mdo="http://schemas.wiseman.dev.java.net/metadata/messagetypes"
 xmlns:mex="http://schemas.xmlsoap.org/ws/2004/09/mex"
 xmlns:wsa="http://schemas.xmlsoap.org/ws/2004/08/addressing"
 xmlns:wse="http://schemas.xmlsoap.org/ws/2004/08/eventing"
 xmlns:wsen="http://schemas.xmlsoap.org/ws/2004/09/enumeration"
 xmlns:wsman="http://schemas.dmtf.org/wbem/wsman/1/wsman.xsd"
 xmlns:wsmeta="http://schemas.dmtf.org/wbem/wsman/1/wsman/version1.0.0.a/default-addressing-model.xsd"
 xmlns:wxf="http://schemas.xmlsoap.org/ws/2004/09/transfer" xmlns:xs="http://www.w3.org/2001/XMLSchema">
 <env:Header>
   <wsa:To env:mustUnderstand="true" xmlns=""
     xmlns:ns11="http://schemas.sam.ca.com/webservice/1/alarm.xsd"
     xmlns:ns13="http://ns.ca.com/2009/01/usm-data"
     xmlns:ns14="http://ns.ca.com/2009/07/usm-core" xmlns:ns15="http://ns.ca.com/2009/07/eventing">http://ASERVER0108:7090/sam/webservice</wsa:To>
   <wsman:ResourceURI xmlns=""
     xmlns:ns11="http://schemas.sam.ca.com/webservice/1/alarm.xsd"
     xmlns:ns13="http://ns.ca.com/2009/01/usm-data"
     xmlns:ns14="http://ns.ca.com/2009/07/usm-core" xmlns:ns15="http://ns.ca.com/2009/07/eventing">urn:resources.sam.ca.com/webservice/1/alarm</wsman:ResourceURI>
   <wsman:SelectorSet xmlns=""
     xmlns:ns11="http://schemas.sam.ca.com/webservice/1/alarm.xsd"
     xmlns:ns13="http://ns.ca.com/2009/01/usm-data"
     xmlns:ns14="http://ns.ca.com/2009/07/usm-core" xmlns:ns15="http://ns.ca.com/2009/07/eventing">
     <wsman:Selector Name="AlertID">113656</wsman:Selector>
   </wsman:SelectorSet>
   <wsa:Action env:mustUnderstand="true" xmlns=""
     xmlns:ns11="http://schemas.sam.ca.com/webservice/1/alarm.xsd"
     xmlns:ns13="http://ns.ca.com/2009/01/usm-data"
     xmlns:ns14="http://ns.ca.com/2009/07/usm-core" xmlns:ns15="http://ns.ca.com/2009/07/eventing">http://schemas.xmlsoap.org/ws/2004/09/transfer/Put</wsa:Action>
   <wsa:ReplyTo xmlns=""
     xmlns:ns11="http://schemas.sam.ca.com/webservice/1/alarm.xsd"
     xmlns:ns13="http://ns.ca.com/2009/01/usm-data"
     xmlns:ns14="http://ns.ca.com/2009/07/usm-core" xmlns:ns15="http://ns.ca.com/2009/07/eventing">
     <wsa:Address env:mustUnderstand="true">http://schemas.xmlsoap.org/ws/2004/08/addressing/role/anonymous</wsa:Address>
   </wsa:ReplyTo>
   <wsa:MessageID env:mustUnderstand="true" xmlns=""
     xmlns:ns11="http://schemas.sam.ca.com/webservice/1/alarm.xsd"
     xmlns:ns13="http://ns.ca.com/2009/01/usm-data"
     xmlns:ns14="http://ns.ca.com/2009/07/usm-core" xmlns:ns15="http://ns.ca.com/2009/07/eventing">uuid:48207d18-b01e-4dcd-90c2-887982b06d7b</wsa:MessageID>
   <wsman:FragmentTransfer
     Dialect="http://www.w3.org/TR/1999/REC-xpath-19991116"
     env:mustUnderstand="true" xmlns=""
     xmlns:ns11="http://schemas.sam.ca.com/webservice/1/alarm.xsd"
     xmlns:ns13="http://ns.ca.com/2009/01/usm-data"
     xmlns:ns14="http://ns.ca.com/2009/07/usm-core" xmlns:ns15="http://ns.ca.com/2009/07/eventing">SvcDeskTicket</wsman:FragmentTransfer>
 </env:Header>
 <env:Body>
   <ns9:alarm xmlns:ns10="http://www.w3.org/2003/05/soap-envelope"
     xmlns:ns11="http://ns.ca.com/2009/01/usm-data"
     xmlns:ns12="http://ns.ca.com/2009/07/usm-core"
     xmlns:ns13="http://ns.ca.com/2009/07/eventing"
     xmlns:ns2="http://schemas.xmlsoap.org/ws/2004/08/addressing"
     xmlns:ns3="http://schemas.xmlsoap.org/ws/2004/08/eventing"
     xmlns:ns4="http://schemas.xmlsoap.org/ws/2004/09/enumeration"
     xmlns:ns5="http://schemas.xmlsoap.org/ws/2004/09/transfer"
     xmlns:ns6="http://schemas.dmtf.org/wbem/wsman/1/wsman.xsd"
     xmlns:ns7="http://schemas.xmlsoap.org/ws/2004/09/mex"
     xmlns:ns8="http://schemas.wiseman.dev.java.net/metadata/messagetypes" xmlns:ns9="http://schemas.sam.ca.com/webservice/1/alarm.xsd">
     <ns9:AlertID>0</ns9:AlertID>
     <ns9:ConnectorID>0</ns9:ConnectorID>
     <ns9:Severity>0</ns9:Severity>
     <ns9:ClassID>0</ns9:ClassID>
     <ns9:CIID>0</ns9:CIID>
     <ns9:Active>0</ns9:Active>
     <ns9:Acknowledged>0</ns9:Acknowledged>
     <ns9:SvcDeskTicket>INC0012852</ns9:SvcDeskTicket>
   </ns9:alarm>
 </env:Body>
</env:Envelope>

Sample POST from ServiceNow to SOI Generated by the CA JAR API to Clear an Alert in SOI

<env:Envelope xmlns:env="http://www.w3.org/2003/05/soap-envelope"
xmlns:mdo="http://schemas.wiseman.dev.java.net/metadata/messagetypes"
 xmlns:mex="http://schemas.xmlsoap.org/ws/2004/09/mex"
 xmlns:wsa="http://schemas.xmlsoap.org/ws/2004/08/addressing"
 xmlns:wse="http://schemas.xmlsoap.org/ws/2004/08/eventing"
 xmlns:wsen="http://schemas.xmlsoap.org/ws/2004/09/enumeration"
 xmlns:wsman="http://schemas.dmtf.org/wbem/wsman/1/wsman.xsd"
 xmlns:wsmeta="http://schemas.dmtf.org/wbem/wsman/1/wsman/version1.0.0.a/default-addressing-model.xsd"
 xmlns:wxf="http://schemas.xmlsoap.org/ws/2004/09/transfer" xmlns:xs="http://www.w3.org/2001/XMLSchema">
 <env:Header>
   <wsa:To env:mustUnderstand="true" xmlns=""
     xmlns:ns11="http://schemas.sam.ca.com/webservice/1/alarm.xsd"
     xmlns:ns13="http://ns.ca.com/2009/01/usm-data"
     xmlns:ns14="http://ns.ca.com/2009/07/usm-core" xmlns:ns15="http://ns.ca.com/2009/07/eventing">http://dcSNCsosamdv01:7090/sam/webservice</wsa:To>
   <wsman:ResourceURI xmlns=""
     xmlns:ns11="http://schemas.sam.ca.com/webservice/1/alarm.xsd"
     xmlns:ns13="http://ns.ca.com/2009/01/usm-data"
     xmlns:ns14="http://ns.ca.com/2009/07/usm-core" xmlns:ns15="http://ns.ca.com/2009/07/eventing">urn:resources.sam.ca.com/webservice/1/alarm</wsman:ResourceURI>
   <wsman:SelectorSet xmlns=""
     xmlns:ns11="http://schemas.sam.ca.com/webservice/1/alarm.xsd"
     xmlns:ns13="http://ns.ca.com/2009/01/usm-data"
     xmlns:ns14="http://ns.ca.com/2009/07/usm-core" xmlns:ns15="http://ns.ca.com/2009/07/eventing">
     <wsman:Selector Name="AlertID">113601</wsman:Selector>
   </wsman:SelectorSet>
   <wsa:Action env:mustUnderstand="true" xmlns=""
     xmlns:ns11="http://schemas.sam.ca.com/webservice/1/alarm.xsd"
     xmlns:ns13="http://ns.ca.com/2009/01/usm-data"
     xmlns:ns14="http://ns.ca.com/2009/07/usm-core" xmlns:ns15="http://ns.ca.com/2009/07/eventing">http://schemas.xmlsoap.org/ws/2004/09/transfer/Delete</wsa:Action>
   <wsa:ReplyTo xmlns=""
     xmlns:ns11="http://schemas.sam.ca.com/webservice/1/alarm.xsd"
     xmlns:ns13="http://ns.ca.com/2009/01/usm-data"
     xmlns:ns14="http://ns.ca.com/2009/07/usm-core" xmlns:ns15="http://ns.ca.com/2009/07/eventing">
     <wsa:Address env:mustUnderstand="true">http://schemas.xmlsoap.org/ws/2004/08/addressing/role/anonymous</wsa:Address>
   </wsa:ReplyTo>
   <wsa:MessageID env:mustUnderstand="true" xmlns=""
     xmlns:ns11="http://schemas.sam.ca.com/webservice/1/alarm.xsd"
     xmlns:ns13="http://ns.ca.com/2009/01/usm-data"
     xmlns:ns14="http://ns.ca.com/2009/07/usm-core" xmlns:ns15="http://ns.ca.com/2009/07/eventing">uuid:5d45ff78-3567-4e9a-9f87-5a04a814bc7c</wsa:MessageID>
 </env:Header>
 <env:Body/>
</env:Envelope>