ServiceNow Integration - Affected CI Configuration

The Affected CI (Configuration Item) list in ServiceNow is populated with relevant computers from the Remediation Plan (RP) in JetPatch. This ensures accurate association of endpoints (EPs) to CIs during change request creation.

Process Overview

1. Matching Logic:

   • JetPatch matches endpoints (EPs) from the RP with CIs in the ServiceNow cmdb_ci table.
   • Matching Criteria:
     • Name-based matching: Enabled by default.
     • IP-based matching: Optional.
   • Only matched CIs are added to the Affected CI list in ServiceNow.

2. Data Fetching:

   • JetPatch queries the cmdb_ci table using grouped patterns (nameSTARTSWITH) for affected EPs.
   • Optimization:
     • CI data is fetched in chunks to reduce unnecessary data retrieval.
     • Fetched CIs are cached locally for one hour to improve performance.

3. Association:

   • Once the relevant CIs are fetched and matched, their sys_ids are associated with the change request using the following API call:

     POST <service-now-host>/api/sn_chg_rest/v1/change/<change-request-sys_id>/ci Body: { "cmdb_ci_sys_ids": "<ci-sys_id-1>,<ci-sys_id-2>,...,<ci-sys_id-n>", "association_type": "affected" }

Configuration Properties and Example

Default Scenario:
Populate the Affected CI list using CI names only, fetching data from the cmdb_ci_server table, while using hostnames (not full DNS names) for matching.

Default Configuration:

# Enable or disable the Affected CI list population feature
itsm.ci-list.enabled=true

# Limit the number of CI records fetched per query from the cmdb_ci table
serviceNow.cmdb_ci.sysparm_limit=1000

# Enable matching by CI name
serviceNow.ci.compare-name=true

# Disable matching by CI IP address (optional; enable if names are inconsistent)
serviceNow.ci.compare-ip=false

# Specify the ServiceNow table used for querying CIs (e.g., cmdb_ci_server)
serviceNow.ci.table=cmdb_ci_server

# Use only the hostname (not the full DNS name) for matching
itsm.cmdb_ci.use-full-name=false

# Disable matching by querying the hostname in ServiceNow
serviceNow.cmdb-ci.match-with-query=false

Key Notes

1. Matching:

   • Ensure names in JetPatch match CI names in ServiceNow for successful population.
   • Enable IP matching (serviceNow.ci.compare-ip=true) if CI names are inconsistent or not unique.

2. Performance:

   • Adjust serviceNow.cmdb_ci.sysparm_limit to optimize query efficiency and performance, balancing result size and API limitations.

3. Customization:

   • Use serviceNow.cmdb_ci.sysparm_query to filter results.
     Example:
      

     serviceNow.cmdb_ci.sysparm_query=sys_class_name=cmdb_ci_server^ORsys_class_name=cmdb_ci_linux_server

Result

Only matched CIs are added to the Affected CI list, ensuring an accurate and relevant representation of impacted computers in ServiceNow. This improves visibility and helps streamline change request approvals and actions.