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Readme File

The purpose of this work is to be able to create tickets on a Service Now instance

• If the ticket is for a job
  • The ticket will contain log for all executions up until that in case of repeated runs
  • The ticket will contain output for the current execution only
  • The ticket will contain a link to open the job neighborhood in Control-M Self Service
• If the ticket is not for a job related alert
  • It will contain basic information

Relevant files

• crtsnowticket.sh
  • file that processes the alert and sends the incident to Service Now
  • tktvars.json
    • file that contains variables per environment (script will not be much faster if they were hardcoded)
    • directory for log file specified must be in tktvars.json
  • installjq.sh
    • script to be run as root to install jq (json query tool)
  • installAAPI.sh
    • script to be run as root to install the AAPI if not available
  • Folder_DCO_SNow.xml
    • Set of Control-M jobs to manage the ticketing
  • README.md
    • This file

Requirements

• Control-M EM parameters
  • check EM docs
  • Search in the page below for SendAlarmToScript
    • EM Parms
  • Ticketing application
    • Must have a valid API user with proper permissions.
    • Consult your Documentationor ask your Support team for proper permissions.
  • Control-M AAPI CLI
    • Ensure the proper environment is created under the user that will connect to the EM.
    • If the user needs to retrieve from the mainframe, ensure that the proper equivalences are set.
    • The DS API ID is assigned to the IOA user on the PARM(EMUSREQ) (or similar)
  • jq
    • jq must be installed to process json objects. (see installjq.sh)
  • Modify crtsnowticket.sh to ensure tktvars.json is in the right location
    • By default, the script expects the var file in the same directory. Change if needed.
  • Modify tktvars.json
    • The file may contain unencrypted credentials.

Future work

• Convert credentials to secrets
  • use ctm config secrets to store the passwords
• next future work
  • next line

Service Now developer instance

• Sign up for a developer instance at ServiceNow
• Once the instance is available, you will be provided with a URL
  • Enter the URL in the json file
  • You will be assigned an admin user password.
• ONLY for the developer instance
  • at the admin console use the action to delete all demo data
  • The activity takes about 30 minutes.
• Create a user. Note the username and password to enter in the json file.
• Assign the following roles
  • rest_api_explorer
  • web_service_admin
• If desired, marked the user as "Web service access only"
  • create another user for regular access if you prefer not to use the admin user.
• Create a user called ctmuser for interactive access *assign password ctmpass
  • assign admin role
• There will be some limitation to the file sizes and file extensions that can be overwritten. The script does not violate those limitation, but modifications may.
  • The Attachment API respects any system limitations on uploaded files, such as maximum file size and allowed attachment types.
  • You can control these settings using the properties com.glide.attachment.max_size, 1024MB by default, and glide.attachment.extensions.