Release Notes              



IBM ® Security Identity Manager

ServiceNow Adapter

























Version 7.1.4

First Edition (2018 February 28 00.31.26)


IBM Security Identity Manager ServiceNow Adapter 7.1.4 is available. Compatibility, installation, and other getting-started issues are addressed.


Copyright International Business Machines Corporation 2003, 2016. All rights reserved.
US Government Users Restricted Rights -- Use, duplication or disclosure restricted by GSA ADP Schedule Contract with IBM Corp.


Table of Contents

Preface. 3

License Agreement. 3

Adapter Features and Purpose. 3

Contents of this Release. 4

Adapter Version. 4

New Features. 5

Closed Issues. 6

Known Issues. 7

Installation and Configuration Notes. 9

Customizing or Extending Adapter Features. 10

Getting Started. 10

Support for Customized Adapters. 10

Supported Configurations. 11

Installation Platform.. 11

Notices. 12

Trademarks. 13






Welcome to the IBM Security Identity Manager ServiceNow Adapter.


These Release Notes contain information for the following products that was not available when the IBM Security Identity Manager manuals were printed:



License Agreement

Review and agree to the terms of the IBM Security Identity Manager License prior to using this product. The license can be viewed from the "license" folder included in the product package.


Adapter Features and Purpose

The ServiceNow Adapter is designed to create and manage accounts on ServiceNow portal. The adapter runs in "agentless" mode. The adapter uses the REST API to establish communication with the ServiceNow server.


IBM recommends the installation of this Adapter (and the prerequisite Tivoli Directory Integrator) on each node of an Identity Manager WebSphere cluster. A single copy of the adapter can handle multiple Identity Manager Services. The deployment configuration is based, in part, on the topology of your network domain, but the primary factor is the planned structure of your Identity Manager Provisioning Policies and Approval Workflow process. Please refer to the IBM Security Identity Manager Knowledge Center for a discussion of these topics.


The Identity Manager adapters are powerful tools that require Administrator Level authority. Adapters operate much like a human system administrator, creating accounts, permissions and home directories Operations requested from the Identity Manager server will fail if the adapter is not given sufficient authority to perform the requested task. IBM recommends that this adapter run with administrative (root) permissions.



Contents of this Release

Adapter Version



Release Date

2018 February 28 00.31.26

Adapter Version


Component Versions

Profile                          7.1.4


New Features

Enhancement # (RFE)



Items included in current release






Items included in 7.1.3 release




Add support for IGI 5.2.2 This adapter is now designed for use with IBM Security Identity Manager, Privileged Identity Manager, and Identity Governance and Intelligence.


Updated service form to include: company and manager.


Items included in 7.0.2 release




Updated rdn and external attributes for ServiceGroups: ServiceNowGroup and ServiceNowRole


Updated service form to include: description, owner and prerequisite.


Items included in 7.0.1 release




Initial release for ISIM



Closed Issues






Items closed in current release





Fixed incorrect setStatusWarning call in ALs



Items closed in 7.1.3 release





Updated searchAL to handle empty groups



Items closed in 7.0.2 release








Items closed in 7.0.1 release





Initial release for ISIM





Known Issues



PMR# / Description



Invalid attributes values might be ignored by ServiceNow

If invalid attributes values are sent to ServiceNow and the attribute is not required, ServiceNow might ignore the attribute but return successfully instead of returning errors.



Unable to set choice list field with empty value

Due to API limitation, the adapter is unable to set a choice list with empty value(NULL). There is a workaround if the field value is integer: Overriding the "--None--" display value with NULL_OVERRIDE, as suggested in: Changing the --None-- Display Value Then set the "none" option value to NULL_OVERRIDE in "Design Form" in "Configuration System". "Calendar Integration" is an example of such fields. If the field value type is string and the null value is pointing at another choice, e.g. if null value is displaying System Default, then a possible workaround is to edit the choice label and mark which is the system default. So instead of selecting the null value, we can select the system default with the modified label.



Unable to reflect data change that happened on ServiceNow

If any modification done by the adapter triggered changes on the ServiceNow server, such as business rules or role inheritance, then these modification will lead to data inconsistency between server and ISIM/PIM/IGI. This is because the adapter is not aware of any modification happens on the server by ServiceNow until reconciliation. We recommend either turn off such business rule on ServiceNow or perform reconciliation after modify those attributes on ISIM/PIM/IGI.



Only default attribute is included in current release

The current release contains only default attributes of Fuji release.



We recommend to verify any issue encountered with the ServiceNow's REST API explorer first, to make sure it's not due to any setting or restriction related with your instance.



Installation and Configuration Notes

See the IBM Security Identity Manager ServiceNow Adapter Installation and Configuration Guide for detail instructions.


The ServiceNow Adapter Installation and Configuration Guide can be obtained from the IBM Knowledge Center.




Corrections to Installation and Configuration guide


The following corrections to the Installation Guide apply to this release:

1.The following is the correction to section 'Configuring the SSL connection between the dispatcher and the ServiceNow server':

In 'Procedure', step 3 should be: On the Certificate window, open the Certification Path tab and select the Root certificate.


2.The following is the correction to section 'Configuring the server to encrypt VPN password' :


Configuring the server to encrypt API password

You can configure the server to encrypt the ServiceNow API password used in the Service form. By default, the ServiceNow API password is stored as clear text in your directory server. To store it in encrypted form, perform the following task:


Update the file that is located under the isim_server_home\data directory. Append the attribute erservicenowapikey to the list of attributes of the password.attribute property:

password.attributes=ersynchpassword erServicePassword erServicePwd1 erServicePwd2 erServicePwd3 erServicePwd4 erADDomainPassword erPersonPassword erNotesPasswdAddCert eritamcred erep6umds erposixpassphrase erservicenowapikey


IBM Security Identity Manager name

Attribute name in schema

Data type




Customizing or Extending Adapter Features

The Identity Manager adapters can be customized and/or extended. The type and method of this customization may vary from adapter to adapter.


Getting Started

Customizing and extending adapters requires a number of additional skills. The developer must be familiar with the following concepts and skills prior to beginning the modifications:


-         IBM Security Identity Manager administration

-         Tivoli Directory Integrator management

-         Tivoli Directory Integrator Assembly Line development

-         LDAP schema management

-         Working knowledge of Java scripting language

-         Working knowledge of LDAP object classes and attributes

-         Working knowledge of XML document structure


Note: If the customization requires a new Tivoli Directory Integrator connector, the developer must also be familiar with Tivoli Directory Integrator connector development and working knowledge of Java programming language.


IBM Security Identity Manager Resources:

Check the IBM Security Identity Manager Support web site and search the Security Identity Manager product name for links to training, publications, and demos.


Tivoli Directory Integrator Resources:

Check the "Learn" section of the Tivoli Directory Integrator Support web site for links to training, publications, and demos.




Support for Customized Adapters

The integration to the Identity Manager server - the adapter framework - is supported. However, IBM does not support the customizations, scripts, or other modifications. If you experience a problem with a customized adapter, IBM Support may require the problem to be demonstrated on the GA version of the adapter before a PMR is opened. supports custom fields for the user account. However, the Adapter contains only the standard set of attributes. You can customize the adapter to support custom attributes. Complete the following tasks to customize the Adapter to support custom fields in ServiceNow:


-         Copying the ServiceNowProfile.jar file and extracting the files

Obtain the ServiceNowProfile.jar file from the adapter folder, then copy it to a temporary folder and extract the content to a temporary directory using Command Prompt with following commands:

jar -xvf ServiceNowProfile.jar

You should see a new folder called ServiceNowProfile with these files:, erServiceNowAccount.xml, erServiceNowService.xml, schema.dsml, service.def, servicenowAL.xml


-         Updating the schema.dsml file

Edit the schema.dsml file to add an attribute definition for each custom attribute. Prefix the attribute name with erServiceNow to identify the attribute, e.g. erServiceNowCustomField. Start a new range of numbers for your custom attributes' Object Identifier (OID) . For example, start custom attributes with OID and increase the last part by 1 for each new attributes. This range prevents duplicate OIDs if the adapter is upgraded to support new attributes that are standard for newer versions.

Add new attributes to the account class. Save the file when finished. The attributes are available for use in the ServiceNow Adapter Form.


-         Modifying the assemblyline

The assemblyline contains attribute mapping between IBM� Security Identity Manager and Modify the assembly lines to add new mappings for custom attributes.

1.Start the Tivoli Directory Integrator Configuration Editor. Click File > Open Tivoli Directory Integrator Configuration File... to open the servicenowAL.xml in a new project. Expand the project to display the AssemblyLines in Navigator pane.

2.Select snAdd assemblyline, and select the addUser component under DataFlow. Click the Add button under Output Map tab, enter the custom attribute name exactly as in ServiceNow element, e.g. u_custom_field. Double click on the new mapping, and change the default value of work.custom_field_name to the attribute name defined in the schema.dsml, e.g. work.erServiceNowCustomField. Save the changes by click File-> Save.

3.Select snModify assemblyline, and select the modifyUser component. Select the Output Map tab, click the Add button and enter the custom attribute name exactly as in ServiceNow, e.g. u_custom_field. Double click on the new mapping, and change the default value of work.custom_field_name to the attribute name defined in the schema.dsml, e.g. work.erServiceNowCustomField. Save the changes.

4.Select snRecon assemblyline, and select the searchUser component. Unlike the previous two steps, this time select the Input Map tab, click the Add button and enter the custom attribute name as defined in schema.dsml, e.g. erServiceNowCustomField. Also change the default value of conn.custom_field_name to the attribute name on, e.g. conn.u_custom_field. Please note the difference between recon and the previous two steps.

After modifying assemblyline for all the custom attribute, export and replace the previous servicenowAL.xml.


-         Modifying the file

Add the corresponding label of the custom attribute in so they can has proper label in ISIM user form. Using the following format:

attribute = label

The attribute is the attribute defined in schema.dsml, and it must be in lowercase. E.g. erservicenowcustomfield=Custom Field in ServiceNow


-         Creating JAR file

After all the changes from previous steps has been added to the files, creating the JAR file by running the following commands: jar -cvf ServiceNowProfile.jar ServiceNowProfile


-         Modifying the adapter User form

Import the newly created ServiceNowProfile.jar into the IBM Security Identity Manager server and restart the dispatcher.After the changes are available in the IBM� Security Identity Manager server, you can modify the ServiceNow Adapter forms to use the new custom attributes now.



Supported Configurations

Installation Platform

The IBM Security Identity Manager Adapter was built and tested on the following product versions.


The IBM Security Identity Manager Adapter was built and tested on the following product versions.

This adapter installs into Tivoli Directory Integrator (TDI) and may be installed on any platform supported by the TDI product and supported by the target system libraries or client, where applicable. IBM recommends installing TDI on each node of the ISIM/PIM WAS Cluster and then installing this adapter on each instance of TDI. Supported TDI versions include:


Adapter Installation Platform: 


Directory Integrator 7.1.1 Fixpack 4

Directory Integrator 7.2



Managed Resource:


ServiceNow Portal (user accounts only)



IBM Security Identity Manager:


Identity Manager v7.0 (on external TDI only)


IBM Security Privileged Identity Manager:




IBM Security Identity Governance and Intelligence:





1:  The adapter supports IBM Security Directory Integrator 7.2, which is available only to customers who have the correct entitlement. Contact your IBM representative to find out if you have the entitlement to download IBM Security Directory Integrator 7.2.



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End of Release Notes