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
Access the web console in AEM using a URL in the following format:
https://<AEM_hostname>:<AEM_port>/system/console/configMgr.Search for
ServiceNow Configuration.In the Name column, click the ServiceNow Configuration link.
Provide values for the 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. |
- 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
Access the web console in AEM using a URL in the following format:
https://<AEM_hostname>:<AEM_port>/system/console/configMgr.Navigate to OSGi > Configuration.
Search for and select logs/project-servicenow-components.log: info.
Verify the default field values, or fill in your own values for a custom configuration.
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. 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
Navigate to All > System Web Services > CORS Rules.
Click New.
On the CORS Rule form, fill in the fields.
| 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. |
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.
- For Case API, in the Exposed headers field of the HTTP Headers related list, enter
X-Total-Count.
Click Submit.