Starting with the release of Strategy ONE (March 2024), dossiers are also known as dashboards.

Introduction:

ServiceNow is a web-based tool in which users can log service requests or incidents to ask assistant. All the requests should be routed to the appropriate service desk staff and will be managed on time. The primary purpose is to provide an easy-access self-service tool and users can request and receive necessary assistant timely and correctly. Starting with Strategy Secure Enterprise 10.11, the ServiceNow JDBC connector is provided out of the box to connect to ServiceNow as data source when doing data import on Web and Workstation.

Feature Supported:

• Data Retrieve Mode: JDBC Call Only
• Data Import supported: Select Tables, Free Form SQL, Query Builder(In-memory)

JDBC Connection URL:

The Strategy ServiceNow JDBC driver can connect to ServiceNow as data source with below connection methods, you can find them in the data source dialog when doing data import.

• Using OAuth 2.0 authentication with standard ServiceNow credentials:

JDBC;DRIVER={com.simba.servicenow.jdbc42.CLJDBCDriver};URL={jdbc:servicenow://;Host=@host;Auth_Type=OAuth 2.0;Auth_Client_ID=@client; 
Auth_Client_Secret=Client_secret ;UID=@username;PWD=@password}

• Using Access Token

JDBC;DRIVER={com.simba.servicenow.jdbc42.CLJDBCDriver};URL={jdbc:servicenow://;Host=@hostname;Auth_Type=OAuth 2.0;Auth_AccessToken=@token

• Using Refresh Token

JDBC;DRIVER={com.simba.servicenow.jdbc42.CLJDBCDriver};URL={jdbc:servicenow://;Host=@host;Auth_Type=OAuth 2.0;Auth_RefreshToken=@refresh_token;
Auth_Client_ID=@client_ID;Auth_Client_Secret=Client_secret}

JDBC Schema Tables:

ServiceNow stores data in structures which do not follow the rules of traditional tables and columns. The JDBC connector maps ServiceNow data into its designed relational schema with multiple fixed schema tables. This mapping method is complicated so lower performance is expected when querying tables with large amount of data.
Select Table List Example:

Configure ServiceNow using JDBC on Web and Workstation:

• Click Add External Data.

• Search ‘ServiceNow’ data source.

• Choose Select Tables, Type a Query or Build a Query to import data.

 
Note: It is recommend to use Select Tables to reduce joins on the driver side for performance reasons.

• In the Data Source interface, select DSN-less Data Source and choose ‘ServiceNow’ for both Database and Version.
  
• Standard Connection: Fill in the required Host Name, Client ID, Client Secret, ServiceNow account User ID and Password.

• Access Token: Fill in the required field Host Name and Access Token.

• Refresh Token: Fill in the required Host Name, Refresh Token, Client ID and Client Secret.

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• Edit the connection string: You can click Show connection string and select Edit connection string. Users can manually fill in connection information for the JDBC connector or add additional parameters.

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• Type any character(s) on the username and password fields as they will not be used in establishing the connection, but the fields are required.
• Give a name to the data source connection you create on Data Source Name field.

• Click OK then you will see the DB role created with the name of Data Source Name.
• Click on it and you will be able to connect to your ServiceNow data source.

In-memory Data Import:

After creating and connecting to the ServiceNow data source, we can start to retrieve data through the JDBC connection and then publish a Data Import cube for dossiers, reports and documents to run off.
Take Select Tables as an example:

• Click the ServiceNow data source you just created and after the connection you can pick up tables to the right side for reports later.

• Click Prepare Data to do data wrangle or column rename action.
• Click Finish and select Import as an In-memory Dataset Mode to publish the cube.

KB440330