Test a ServiceNow Integration

You can use the following scenarios to test the SysTrack and ServiceNow integration.

  • To test the Asset Optimization plugin, run the job and verify that computers are populated into the CMDB with data. Not all computers will be listed immediately, but they will start populating as soon as the job does the API calls. To troubleshoot, search Application Logs in ServiceNow.

  • The Assist for ITSM plugin should be ready for use after you set up the properties on the Assist for ITSM page. Create an incident in ServiceNow. Be sure that the CI (FQDN) is of a workstation that Resolve sees as online.

  • Test the SysTrack Tray App by using Notify IT to create an incident from the end user workstation.

Troubleshooting the Integration

  • If data does not appear in the Incident, check that the FQDN is populated in the CMDB. The FQDN is used to get the data for the Assist for ITSM plugin.

  • As of version 3.2, Assist for ITSM will now attempt to use the given fully qualified domain name (FQDN) values of the Configuration Items (CIs) chosen in ServiceNow Incidents as if they were logical names, in addition to their normal treatment as FQDNs, to match to a SysTrack machine and retrieve a GUID. This change allows CIs with FQDN values formatted as hostname to be used with Assist for ITSM.

  • If data did not appear for a user's critical applications, this was sometimes caused by using data in ServiceNow for Full Name and User ID that was not recognized as a match with data in SysTrack. As of version 4.0, Assist for ITSM has now been updated to look for a match in User Name, Account Name, UPN, and Email to identify a user and bring the user's critical applications data into ServiceNow.

  • If your Compliance tab isn't functioning correctly, the likely cause is that you are not on SysTrack version 10.8 or higher.