Third-Party Integrations 1.

ServiceNow Calm
Plug-In User Guide
March 20, 2020
Contents

Nutanix Calm Plug-in for ServiceNow.................................................................iii

Roles and Responsibilities.....................................................................................................................................iii
Prerequisites for Nutanix Calm ServiceNow Plug-in.................................................................................. iv
Default Table Permissions.......................................................................................................................... v
Assigning Access to Tables...................................................................................................................... vi
Assigning System Property..................................................................................................................... vii
Plug-In Capabilities................................................................................................................................................. vii
User Operations.......................................................................................................................................... viii
Catalog Management................................................................................................................................viii
Viewing Logs.................................................................................................................................................. xi
Viewing Support Details........................................................................................................................... xii
Accessing the User Dashboard..............................................................................................................xii

Copyright....................................................................................................................13
License.......................................................................................................................................................................... 13
Conventions................................................................................................................................................................ 13
Version.......................................................................................................................................................................... 13
NUTANIX CALM PLUG-IN FOR
SERVICENOW
Nutanix Calm plug-in for ServiceNow enables you to launch Calm blueprints or MPIs in ServiceNow platform as
service catalog items. The Calm plug-in helps to automate the application provisioning and life-cycle management
of Calm product. The plug-in allows you to control the resources by using IT services management (ITSM) and IT
operations management (ITOM) processes that are defined by the customers in ServiceNow to reduce the time in
Nutanix Marketplace.

Note: To configure and use Calm plug-in, you must be familiar with the basic concepts of Nutanix Calm and
ServiceNow platform.

Figure 1: Architecture

Supported Versions
The following table shows the supported versions in this release.

Entity Supported versions

ServiceNow Madrid, and New York

Nutanix Calm 2.4.0, 2.5.0, 2.6.0, 2.7.0, 2.7.1, 2.9.1, and 2.9.7
Web-browser Latest versions of Chrome and Firefox

Note: If you are upgrading the Calm plug-in from v1.1 to v1.2, click the Save Properties button in Application
Properties page. The page automatically displays the calm version.

Roles and Responsibilities

You must have access privileges to perform certain actions. The following table describes the various roles
and their respective responsibilities.

Third-Party Integrations | Nutanix Calm Plug-in for ServiceNow | iii

 Table 1: Roles and Responsibilities

Role Responsibility
System administrator
• Assigns Calm administrator role to one of the LDAP
imported users.

x_nuta2_nutanix_ca.calm_admin
• Plug-in configuration
• Runtime configuration
• Importing Calm resources in ServiceNow platform
• Creating catalog items
• Entitling users or groups

catalog
• Accesses and launches catalog items on ServiceNow
Native UI.

x_nuta2_nutanix_ca.user
• Launch catalog items
• Perform actions on applications
• Check logs

Note: When the Calm administrator creates a

catalog item in the ServiceNow application, the
x_nuta2_nutanix_ca.user role is automatically
allocated to either LDAP imported users or groups
and local group if the Use Local Groups option
is enabled on the Application property page.

mid_server
• Connects Calm environment by using CyberArk
integrations with ServiceNow actioj designer.

Note: When the Calm administrator creates

a catalog item by using CyberArk setup in
the ServiceNow application, the mid_server
role is automatically allocated to either LDAP
imported users or groups and local group if the
Use Local Groups option is enabled on the
Application property page.

approval_admin
• Approves or rejects approval requests.

Prerequisites for Nutanix Calm ServiceNow Plug-in

Before starting using the Nutanix Calm ServiceNow plug-in, ensure that the following prerequisites are completed.

• Nutanix Calm and ServiceNow both must be configured with the same AD or LDAP instance.
• ITSM license that includes incident management module. The license is used to create incidents to report
blueprint and other events launch failures.

Third-Party Integrations | Nutanix Calm Plug-in for ServiceNow | iv

 Note: Without ITSM license, installation of application from the store does not work as this dependency is bundled
with the application.

• If you use connect to Calm option by using the ServiceNow credential store object with CyberArk as the external
storage, the following components should be enabled.

• External credential store plug-in

• Discovery plug-ins
• ServiceNow IntegrationHub Standard pack Installer if you are using New York version
• ServiceNow IntegrationHub Installer if you are using Madrid version
• When we install the plug-in from the ServiceNow store, you must enable the user criteria scoped API plug-in (API
ID: com.glideapp.user_criteria.scoped.api) as a dependency. This plug-in is used to create, modify, or delete user
criteria records by using scripts.
• ServiceNow MID server must be installed and configured. For information on how to install and configure MID
server, refer to the MID Server section in the ServiceNow Documentation. To refer to a video about setting up a
MID server, click here.
• Ensure that the MID server is running in your environment. Calm is reachable from the machine or environment
where MID server is installed.
• The MID server user has administrator privileges.
• The MID server is up and validated.
• To activate the Calm plug-in on ServiceNow platform, contact your instance ServiceNow administrator.
• You must have administrator privileges to activate and configure the plug-in.
• When application is installed, the Calm administrator role and user roles get installed in the ServiceNow instance.
System administrator needs to manually assign the Calm administrator role to one of the LDAP imported users.
• Nutanix Calm administrator user must have the following roles assigned.

• mid_server: To access MID server

• catalog
• x_nuta2_nutanix_ca.calm_admin
• x_nuta2_nutanix_ca.user
• All applications and operations must have access and permissions of the tables. ServiceNow plug-in provides
default permissions to few tables. For more information about the table permissions, see Default Table
Permissions on page v. If any of the table does not have the access permission, assign the access to the table.
For more information about assigning access to table, see Assigning Access to Tables on page vi.
• Set glide.sc.guide.tab.validate System Property to true. For more information about assigning system property, see
Assigning System Property on page vii.

Note: If you have log on by using the administrator credentials, then you need to be in the Global application
scope. For information on how to select Global application scope, see ServiceNow Documentation. If you have not
used the administrator credentials to log on, then the selection of scope is automatically taken care by the platform.

• To send and receive email notifications, email server must be enabled.

Default Table Permissions

The following table displays the table permissions for the applications and operations.

Third-Party Integrations | Nutanix Calm Plug-in for ServiceNow | v

 Note: By default, ServiceNow plug-in provides read, create, update, and delete permissions to few tables. If any of the
following tables do not have the access permission, assign the access to the table. For more information about assigning
access to table, see Assigning Access to Tables on page vi.

Table 2: Default Table Permission for ServiceNow Applications and Operations

Table name Label Permission

Read Create Update Delete
sys_user_has_role User Role Yes Yes Yes No
sys_user_grmember Group Yes Yes Yes No
Member
sys_group_has_role Group Role Yes Yes Yes No
item_option_new Variable Yes Yes Yes No
sys_user_group Group Yes Yes Yes No
sc_category Category Yes Yes Yes No
sc_catalog Catalog Yes Yes Yes No
catalog_ui_policy Catalog UI Yes Yes Yes No
Policy
catalog_script_client Catalog Yes Yes Yes No
Client Scripts
user_criteria User Criteria Yes Yes Yes No
question Question Yes Yes Yes No
question_choice Question Yes Yes Yes No
Choice
sysapproval_approver Approvals Yes Yes Yes No

Note:

• If the table permission is mentioned as Yes, you have to assign the permission for the table. For more
information, see Assigning Access to Tables on page vi.
• If the table permission is mentioned as No, you do not require any permission to perform the operation.

Assigning Access to Tables

The system administrator needs to assign access of different tables to the applications.

About this task

Note: If you have log on by using the administrator credentials, then you need to be in the Global application scope.
For information on how to select Global application scope, see ServiceNow Documentation. If you have not used the
administrator credentials to log on, then the selection of scope is automatically taken care by the platform.

Procedure

1. Log on to the ServiceNow.

Third-Party Integrations | Nutanix Calm Plug-in for ServiceNow | vi

 2. Select Global as the application scope.

3. Click System Definition > Tables.

4. Enter the table name in the Search field.

5. Click To edit this record click here.

6. Under the Application Access tab, assign permissions for the required tables. If any of the table do not have
the access permission, assign the access to the table. For more information about assigning access to table, see
Assigning Access to Tables on page vi.

7. Click Update.
Similarly, you need to assign required permissions for the following tables.

• item_option_new
• user_criteria
• sc_category
• catalog_ui_policy
• sc_catalog
• catalog_script_client
• sys_user_has_role
• sys_group_has_role
• sys_user_group
• sys_user_grmember
• question
• question_choice
• sysapproval_approver
For more information about table permissions, see Default Table Permissions on page v.

Assigning System Property

The system administrator needs to assign system property to work with Calm-ServiceNow plug-in. Perform
the following procedure to assign system property.

Procedure

1. In the left navigation pane, type sys_properties.LIST and press Enter.

2. Under the Name column, in the Search field, type glide.sc.guide.tab.validate and press Enter.

3. Set the value to true.

Plug-In Capabilities
The ServiceNow Calm plug-in enables you to order and provision applications into Calm and perform actions on
these applications. This is possible with ServiceNow catalog items derived from Calm resource definitions.
Following functionalities are supported:

Third-Party Integrations | Nutanix Calm Plug-in for ServiceNow | vii

 • Manage assigned catalog items
• Launch catalog items
• Incident tracking
• Perform actions on application
• Configuration Management Database (CMDB)
• Notifications
• Activity dashboard

User Operations
You can perform the following user operations.

Catalog Management
By using the catalog management menu, you can access catalog items, launch catalog items, orders, and incidents.

Note:

• If a catalog item is broken due to Calm-ServiceNow plug-in v1.0 issue (For example, Catalog Item is
not correctly created in v1.0), then the catalog item remains broken on the Calm-ServiceNow plug-in
v1.1. The administrator needs to delete and create new catalog item.
• If a Project is added to a remote Prism Central and the NIC is marked as runtime editable, the project
cannot list the subnets during launch.
• A variable with multiple dependencies is not supported.

Launching Catalog Item

By using the launch blueprint window, you can access the list of assigned catalog item and launch the
selected catalog item.

About this task

Procedure

1. Log on to the ServiceNow.

2. Click Nutanix Calm > Catalog Management > Launch Blueprints to launch blueprint.
The Launch Blueprint window is displayed.

3. Select a blueprint that you want to launch.

The selected blueprint detail is displayed.

Figure 2: Blueprint Details

Third-Party Integrations | Nutanix Calm Plug-in for ServiceNow | viii

4. Optionally, update the fields.

5. Under the Order this item, select Order Now.

Note: Depending upon the approval workflow selected by the administrator, system process the request. You can
track the progress of request by clicking Catalog Item > Orders .

Viewing Nutanix Applications

The applications window displays the list of applications available in the Nutanix Calm plug-in.

About this task

Note: If you have log on by using the administrator credentials, then you need to be in the Nutanix Calm application
scope. For information on how to select Nutanix Calm application scope, see ServiceNow Documentation. If you
have not used the administrator credentials to log on, then the selection of scope is automatically taken care by the
platform.

Procedure

1. Log on to the ServiceNow.

2. Click Nutanix Calm > Inventory Sync > Applications to view the deployed applications.

3. Click the application name to view the application details.

You can view the list of available actions, recovery points, and audit logs.

Note:

• Recovery Points tab is only available for single VM applications running on Nutanix and VMware
cluster for Calm v2.9.7.
• AMIs tab is only available for single VM applications running on AWS cluster for Calm v2.9.7.

Accessing Actions
After the request is approved, an API call is triggered to Calm to create the application instance.

About this task

• If the application instance is created successfully, the newly created application is immediately synced into
ServiceNow and displays under the Nutanix Calm Application.
• If the application instance fails, an incident is created in the ServiceNow instance and assigned to the assignment
group defined by the Calm administrator.

Procedure

1. Log on to the ServiceNow.

2. Click Nutanix Calm > Applications.

The list of available applications is displayed.

3. Select an application that you want to access.

The application details are displayed.

Third-Party Integrations | Nutanix Calm Plug-in for ServiceNow | ix

 Figure 3: Application Details

4. Under the Actions tab, do one of the following.

a. Right-click on the action that you want to perform and click Perform Action.

Note: For the single VM blueprints running on the Nutanix cluster, you can do the following advanced actions.

• Taking snapshots
• Restoring an application from the snapshot
• Deleting a snapshot
• Cloning an application
• Installing or uninstalling NGT
• Editing an application
Advanced actions are available for Calm v2.7.

5. Click App Runlogs to view the action status.

If there is a failure, system creates an incident.

Tracking Orders
You can track your orders by performing the following procedure.

About this task

Procedure

1. Log on to the ServiceNow.

2. By using the Order window, you can track the progress of your orders.

Figure 4: My Orders

Third-Party Integrations | Nutanix Calm Plug-in for ServiceNow | x

 Updating Incidents
You can view all the failure incidents of the assigned blueprints, update, and change the incident details or
status.

About this task

Procedure

1. Log on to the ServiceNow.

2. Click Nutanix Calm > Catalog Management > Incidents.

Figure 5: Incident

The list of available incidents is displayed.

3. Click the incident that you want to update.

4. Optionally, update the required information and click Update.

5. Optionally, if the issue gets resolved, click Resolve.

Viewing Logs

About this task

Logs module is visible to both Calm administrator and end user. From the Logs menu, user can access the following
options:

• Emails: To view the various notifications sent or received.

• User Logs: To view the error details.

Procedure

1. Log on to the ServiceNow.

2. Click Nutanix Calm > Logs > Emails or User Logs.

The logs detail is displayed.

Figure 6: Email Logs

Third-Party Integrations | Nutanix Calm Plug-in for ServiceNow | xi

Viewing Support Details
Calm administrator and end-user can access the Nutanix Calm support contact details.

Procedure

1. Log on to the ServiceNow.

2. Click Nutanix Calm > Support > Contact Support.

The contact support details is displayed.

Figure 7: Support Details

Accessing the User Dashboard

The user dashboard window displays a summarized view of assigned blueprints, opened request, request
status, performed executions, execution status, incidents, and incident status.

About this task

Procedure

1. Log on to the ServiceNow.

2. Click Nutanix Calm > User Dashborad.

The user dashboard is displayed.

Figure 8: User Dashboard

COPYRIGHT
Copyright 2020 Nutanix, Inc.
Nutanix, Inc.
1740 Technology Drive, Suite 150
San Jose, CA 95110
All rights reserved. This product is protected by U.S. and international copyright and intellectual property
laws. Nutanix and the Nutanix logo are registered trademarks of Nutanix, Inc. in the United States and/or other
jurisdictions. All other brand and product names mentioned herein are for identification purposes only and may be
trademarks of their respective holders.

License
The provision of this software to you does not grant any licenses or other rights under any Microsoft patents with
respect to anything other than the file server implementation portion of the binaries for this software, including no
licenses or any other rights in any hardware or any devices or software that are used to communicate with or in
connection with this software.

Conventions
Convention Description

variable_value The action depends on a value that is unique to your environment.

ncli> command The commands are executed in the Nutanix nCLI.

user@host$ command The commands are executed as a non-privileged user (such as nutanix)
in the system shell.

root@host# command The commands are executed as the root user in the vSphere or Acropolis
host shell.

> command The commands are executed in the Hyper-V host shell.

output The information is displayed as output from a command or in a log file.

Version
Last modified: March 20, 2020 (2020-03-20T20:30:51+05:30)

Third-Party Integrations |