ServiceNow collector

[ 1 Overview ] [ 2 Devo collector features ] [ 3 Data sources ] [ 4 Vendor setup ] [ 5 Minimum configuration required for basic pulling ] [ 6 Accepted authentication methods ] [ 7 Run the collector ] [ 8 Collector services detail ] [ 9 Custom services tables and CMDB ] [ 10 Custom Lookup services database view ] [ 11 Collector operations ] [ 12 Change log ]

Overview

ServiceNow Incident Management (previously ITSM) helps you to monitor, track, and analyze service incidents to support business operations. This collector enables you to integrate ServiceNow with the Devo Platform making it easy to query and analyze the ServiceNow Incident Management data, view it, and pre-configured Activeboards, or customize them to suit your needs.

Devo’s Service Now Collector interfaces with ServiceNow to help streamline security-related service management and IT operations. The data in ServiceNow tickets can be mirrored to Devo so that you can track the status and information in the task.

Devo collector features

Feature	Details

Feature	Details
Allow parallel downloading (`multipod`)	`Not allowed`
Running environments	`Collector server` `On-premise`
Populated Devo events	`Table` `Lookups`
Flattening preprocessing	`Yes`

Data sources

Data Source	Description	API Endpoint	Collector service name	Devo Table	Available from release
Incident data	Incident is an unplanned interruption to a service or reduction in the quality of service. Failure of a configuration item that has not yet affected service is also an incident – for example, failure of one disk from a mirror set.	`api/now/table/incident`	`incident`	`itsm.servicenow.tables.incident`	`v1.0.0`
Event data	Events are an indication in ServiceNow that something notable has occurred. Events can be generated by server-side scripts, workflows, ServiceNow processes, or by user actions such as: Impersonating a user. Logging in.	`api/now/table/ecc_event`	`event`	`itsm.servicenow.tables.event`	`v1.0.0`
Change data	A change request records the detailed information about the change, such as the reason for the change, the priority, the risk, the type of change, and the change category.	`api/now/table/chg_model`	`change`	`itsm.servicenow.tables.change`	`v1.0.0`
User data	The individuals who use the ServiceNow within an organization. The system administrator has the authority to create a new user, browse through the list of existing users, delete a user and impersonate a user	`api/now/table/sys_user`	`user`	`itsm.servicenow.tables.user`	`v1.0.0`
Location data	If your organization supports more than one distinct location, you can configure these locations in the platform to help further identify users, assets, and incidents.	`api/now/table/cmn_location`	`location`	`itsm.servicenow.tables.location`	`v1.0.0`
Application Server	A base table for logical CIs, which indicate the primary function of a physical or virtual server such as a Tomcat server or a WebSphere server.	`api/now/table/cmdb_ci_app_server`	`cmdb_ci_app_server`	`itsm.servicenow.cmdb.cmdbciappserver`	`v1.0.0`
Database Instance	Software and memory used to manipulate data in a database.	`api/now/table/cmdb_ci_db_instance`	`cmdb_ci_db_instance`	`itsm.servicenow.cmdb.cmdbcidbinstance`	`v1.0.0`
Infrastructure Service	IT services which support providing computing infrastructure.	`api/now/table/cmdb_ci_infra_service`	`cmdb_ci_infra_service`	`itsm.servicenow.cmdb.cmdbciinfraservice`	`v1.0.0`
Configuration Item	Base configuration item table.	`api/now/table/cmdb_ci`	`cmdb_ci(list)`	`itsm.servicenow.cmdb.cmdbci`	`v1.0.0`
Server	Base class for all types of servers.	`api/now/table/cmdb_ci_server`	`cmdb_ci_server`	`itsm.servicenow.cmdb.cmdbciserver`	`v1.0.0`
Service	IT Service that directly supports a Business Process (ITIL).	`api/now/table/cmdb_ci_service`	`cmdb_ci_service`	`itsm.servicenow.cmdb.cmdbciservice`	`v1.0.0`
Virtual Machine HyperVisor	Virtual Machine HyperVisor	`api/now/table/cmdb_ci_vm`	`cmdb_ci_vm`	`itsm.servicenow.cmdb.cmdbcivm`	`v1.0.0`
CI Relationship	Store relationship between your CIs.	`lapi/now/table/cmdb_rel_ci`	`cmdb_rel_ci`	`itsm.servicenow.cmdb.cmdbrelci`	`v1.0.0`
cmn location	Store locations in common table	`api/now/table/cmn_location`	`cmn_location`	`itsm.servicenow.cmdb.cmnlocation`	`v1.0.0`
Any Extended table	Extending an existing ServiceNow table means the new table inherits the parent table's columns as well as its business logic	`api/now/table/<table_name>`		`custom_tag`	`v1.0.0`
Any Database view	A Database View is essentially a pseudo-table representing a join between several contributing tables.	`api/now/table/<view_name>`		`custom_tag`	`v1.0.0`

For more information on how the events are parsed, visit our page.

Vendor setup

There are some requirements to enable this collector:

Valid ServiceNow credentials.
Set the time zone of the ServiceNow instance to GMT.

In order to retrieve the data, you need to create an instance to obtain credentials. In the following table are the steps on how to create an instance, get the credentials, and put the time zone of the instance in GMT.

Action	Steps

Action	Steps
Go to ServiceNow's development website.	Go to ServiceNow developers website ServiceNow Developers. Click on Sign In in the top-right corner of the page.
Enter your login credentials.	Enter your email address in the text box and click on Next. Enter your password in the text box and click on Sign In.
Request an instance.	After logging in, click on Request Instance in the top menu. On the right-hand side. Choose a release, for example, Rome and click on the Request button. Wait for the instance to be generated, it may take a few minutes. The instance has to be awake for the collector to work. It goes into hibernation mode after a few hours if it is not used. Instances with no activity for over 10 days will be claimed back in to the pool.
Copy credentials.	When the instance is ready, a pop-up window will appear with the instance URL, username and password. Save instance URL, username and password. (Optional) If you want to access the new instance in the ServiceNow console click on Open Instance. It is important to save the instance URL, username and password to enter in the Collector configuration.
Set instance time zone to GMT.	Click on the photo of the instance administrator, on the right side of the upper panel of the screen. Then click on Profile. Click the dropdown menu for the Timezone field and then select GMT. Finally click on Update.
(Optional) Explore the instance in the ServiceNow console.	(Optional) If you open the instance, you will be redirected to the ServiceNow console where you can create tables, filters and database views.

Minimum configuration required for basic pulling

Although this collector supports advanced configuration, the fields required to retrieve data with basic configuration are defined below.

Setting	Details
`api_base_url`	This parameter is the URL of the ServiceNow instance.
`username`	Username to authenticate to the service.
`password`	User password to authenticate to the service.
`standard_table_service_name`	This parameter allows you to define a standard Service Now service based on known sources of Tables.

Accepted authentication methods

Depending on how did you obtain your credentials, you will have to either fill or delete the following properties on the JSON credentials configuration block.

Authentication Method	Username	Password
Username/Password	REQUIRED	REQUIRED

Run the collector

Once the data source is configured, you can either send us the required information if you want us to host and manage the collector for you (Cloud collector), or deploy and host the collector in your own machine using a Docker image (On-premise collector).

Collector services detail

This section is intended to explain how to proceed with specific actions for services.

This section describes the predefined services of the ServiceNow collector. The predefined services can be classified into:

ServiceNow Standard Table
ServiceNow Standard CMDB

Devo categorization and destination for Standard Table

The following table shows the Devo Tag to which the events are ingested based on each ServiceNow table:

ServiceNow Standard Table	Devo Tag
`incident`	`itsm.servicenow.tables.incident`
`event`	`itsm.servicenow.tables.event`
`change`	`itsm.servicenow.tables.change`
`user`	`itsm.servicenow.tables.user`
`location`	`itsm.servicenow.tables.location`

Devo categorization and destination for Standard CMDB

The following table shows the Devo Tag to which the events are ingested based on each ServiceNow table:

ServiceNow Standard CMDB	Devo Tag
`cmdb_ci_app_server`	`itsm.servicenow.cmdb.cmdbciappserver`
`cmdb_ci_db_instance`	`itsm.servicenow.cmdb.cmdbcidbinstance`
`cmdb_ci_infra_service`	`itsm.servicenow.cmdb.cmdbciinfraservice`
`cmdb_ci(list)`	`itsm.servicenow.cmdb.cmdbci`
`cmdb_ci_server`	`itsm.servicenow.cmdb.cmdbciserver`
`cmdb_ci_service`	`itsm.servicenow.cmdb.cmdbciservice`
`cmdb_ci_vm`	`itsm.servicenow.cmdb.cmdbcivm`
`cmdb_rel_ci`	`itsm.servicenow.cmdb.cmdbrelci`
`cmn_location`	`itsm.servicenow.cmdb.cmnlocation`

Once the collector has been launched, it is important to check if the ingestion is performed in a proper way. To do so, go to the collector’s logs console.

This service has the following components:

Component	Description
Setup	The setup module is in charge of authenticating the service and managing the token expiration when needed.
Puller	The setup module is in charge of pulling the data in a organized way and delivering the events via SDK.

Setup output

A successful run has the following output messages for the setup module:

INFO ServiceNowDataPullerSetup(example_collector,servicenow_data_puller#111,incident#predefined) -> Puller Setup Started
INFO ServiceNowDataPullerSetup(example_collector,servicenow_data_puller#111,incident#predefined) -> Checking if the user has enough permissions to fetch data from ServiceNOW
INFO ServiceNowDataPullerSetup(example_collector,servicenow_data_puller#111,incident#predefined) -> Provided username and password have the required permissions to fetch the data
INFO ServiceNowDataPullerSetup(example_collector,servicenow_data_puller#111,incident#predefined) -> Puller Setup Terminated
INFO ServiceNowDataPullerSetup(example_collector,servicenow_data_puller#111,incident#predefined) -> Setup for module "ServiceNowDataPullerTables" has been successfully executed

Puller output

A successful initial run has the following output messages for the puller module:

2022-08-26T13:13:31.485    INFO InputProcess::ServiceNowDataPullerTables(servicenow,111,incident,predefined) -> PrePull Started.
2022-08-26T13:13:31.485    INFO InputProcess::ServiceNowDataPullerTables(servicenow,111,incident,predefined) -> Found Historic Date as: 2008-05-10 05:35:13
2022-08-26T13:13:31.486    INFO InputProcess::ServiceNowDataPullerTables(servicenow,111,incident,predefined) -> No saved state found, initializing....
2022-08-26T13:13:31.486    INFO InputProcess::ServiceNowDataPullerTables(servicenow,111,incident,predefined) -> Initializing the rate limiter with 100000 calls per second
2022-08-26T13:13:31.486 WARNING InputProcess::ServiceNowDataPullerTables(servicenow,111,incident,predefined) -> Saved state loaded: {'last_polled_time': 1210397713.0, 'historic_date': 1210397713.0, 'last_full_refresh': None, 'ids_with_same_timestamp': []}
2022-08-26T13:13:31.486    INFO InputProcess::ServiceNowDataPullerTables(servicenow,111,incident,predefined) -> PrePull terminated.
2022-08-26T13:13:31.486    INFO InputProcess::ServiceNowDataPullerTables(servicenow,111,incident,predefined) -> Starting data collection every 60 seconds
2022-08-26T13:13:31.487    INFO InputProcess::ServiceNowDataPullerTables(servicenow,111,incident,predefined) -> Pull Started. Retrieving timestamp: 2022-08-26 11:13:31.485261+00:00
2022-08-26T13:13:31.487    INFO InputProcess::ServiceNowDataPullerTables(servicenow,111,incident,predefined) -> Starting to pull ServiceNow table data is pulled from table incident and send to Devo
2022-08-26T13:13:31.487    INFO InputProcess::ServiceNowDataPullerTables(servicenow,111,incident,predefined) -> Pulling data from incident table
2022-08-26T13:13:31.487    INFO InputProcess::ServiceNowDataPullerTables(servicenow,111,incident,predefined) -> Fetching rows from ServiceNow table sorted by 'sys_created_on' time.
2022-08-26T13:13:31.487    INFO InputProcess::ServiceNowDataPullerTables(servicenow,111,incident,predefined) -> This is the first run of the collector. Collector will fetch all the data available in the ServiceNow in the first poll
2022-08-26T13:13:33.372    INFO InputProcess::ServiceNowDataPullerTables(servicenow,111,incident,predefined) -> Successfully retried incident table data from server
2022-08-26T13:13:33.375    INFO InputProcess::ServiceNowDataPullerTables(servicenow,111,incident,predefined) -> Received 78 events from ServiceNow
2022-08-26T13:13:33.375    INFO InputProcess::ServiceNowDataPullerTables(servicenow,111,incident,predefined) -> Removing the duplicate events if present
2022-08-26T13:13:33.379    INFO InputProcess::ServiceNowDataPullerTables(servicenow,111,incident,predefined) -> Sent 78 events to Devo.
2022-08-26T13:13:33.379    INFO InputProcess::ServiceNowDataPullerTables(servicenow,111,incident,predefined) -> State last_polled_time is updated with last fetched issue creation time
2022-08-26T13:13:33.379    INFO InputProcess::ServiceNowDataPullerTables(servicenow,111,incident,predefined) -> Saved state: {'last_polled_time': 1661339716.0, 'historic_date': 1210397713.0, 'last_full_refresh': 1661512411.485261, 'ids_with_same_timestamp': ['2dfb24c907e15110c009f4be7c1ed053']}
2022-08-26T13:13:33.380    INFO InputProcess::ServiceNowDataPullerTables(servicenow,111,incident,predefined) -> (Partial) Statistics for this pull cycle (@devo_pulling_id=1661508811.485261) so far: Number of requests made: 1; Number of events received: 78; Number of duplicated events filtered out: 0; Number of events generated and sent: 78
2022-08-26T13:13:34.599    INFO InputProcess::ServiceNowDataPullerTables(servicenow,111,incident,predefined) -> Successfully retried incident table data from server
2022-08-26T13:13:34.600    INFO InputProcess::ServiceNowDataPullerTables(servicenow,111,incident,predefined) -> Received 0 events from ServiceNow
2022-08-26T13:13:34.600    INFO InputProcess::ServiceNowDataPullerTables(servicenow,111,incident,predefined) -> Fetching results from ServiceNow is completed.
2022-08-26T13:13:34.600    INFO InputProcess::ServiceNowDataPullerTables(servicenow,111,incident,predefined) -> Statistics for this pull cycle (@devo_pulling_id=1661508811.485261): Number of requests made: 2; Number of events received: 78; Number of duplicated events filtered out: 0; Number of events generated and sent: 78; Average of events per second: 25.04
2022-08-26T13:13:34.600    INFO InputProcess::ServiceNowDataPullerTables(servicenow,111,incident,predefined) -> Pull Terminated

After a successful collector’s execution (that is, no error logs found), you will see the following log message:

2022-08-26T13:13:34.600    INFO InputProcess::ServiceNowDataPullerTables(servicenow,111,incident,predefined) -> Statistics for this pull cycle (@devo_pulling_id=1661508811.485261): Number of requests made: 2; Number of events received: 78; Number of duplicated events filtered out: 0; Number of events generated and sent: 78; Average of events per second: 25.04

This collector uses persistent storage to download events in an orderly fashion and avoid duplicates. In case you want to re-ingest historical data or recreate the persistence, you can restart the persistence of this collector by following these steps:

Edit the configuration file.
Change the value of the historic_date parameter to a different one.
Save the changes.
Restart the collector.

The collector will detect this change and will restart the persistence using the parameters of the configuration file or the default configuration in case it has not been provided.

This collector has different security layers that detect both an invalid configuration and abnormal operation. This table will help you detect and resolve the most common errors.

ErrorType	Error Id	Error Message	Cause	Solution
`InitVariablesError`	`1`	`api_base_url not of expected type: str`	This error is raised when `api_base_url` is not `str`.	Edit the value of `api_base_url` in `config.json` so it is of type `str`.
	`2`	`api_base_url must match regex: (^http\|^https)(:\/\/)[-a-zA-Z0-9@:%._\\+~#=]{1,256}(\.)(service[-]?now)(\.com?$). (e.g.https://dev70590.service-now.com )`	This error is raised when optional value `api_base_url` does not match the required regex.	Make the value of `api_base_url` in `config.json` match the indicated format.
	`3`	`api_url_regex is the required field for validating the base url. Specify it in collector definitions`	This error is raised when `api_url_regex` property is not found in `collector_definitions.yaml`.	This is an internal issue. Contact with Devo Support team.
	`4`	`Required setting. 'api_url_regex' is not of expected type: str`	This error is raised when `api_url_regex` is defined in `collector_definitions.yaml` but the format is not `str`.	This is an internal issue. Contact with Devo Support team.
	`5`	`historic_date_timeformat is the required field for validating datetime format. Specify it in collector definitions`	This error is raised when `historic_date_timeformat` property is not found in `collector_definitions.yaml`.	This is an internal issue. Contact with Devo Support team.
	`6`	`Required setting. historic_date_timeformat is not of expected type: str`	This error is raised when `historic_date_timeformat` is defined in `collector_definitions.yaml` but the format is not `str`.	This is an internal issue. Contact with Devo Support team.
	`7`	`Required setting, historic_date not of expected type: str`	This error is raised when optional value `historic_date` added in `config.json` is not of type `str`.	Edit the value of `historic_date` in `config.json` so it is of type `str`. Or leave it empty so the collector starts pulling data N days ago at the current time.
	`8`	`Invalid value is provided for the historic_date. Provide the date in %Y-%m-%d %H:%M:%S format`	This error is raised when optional value `historic_date` does not match the required regex.	Make the value of `historic_date` in `config.json` match the indicated format. Or leave it empty so the collector starts pulling data N days ago at the current time.
	`9`	`Time format for historic date must be %Y-%m-%d %H:%M:%S. e.g.` `2015-03-15 05:35:13`	This error is raised when optional value `historic_date` does not match the required regex.	Make the value of `historic_date` in `config.json` match the indicated format. Or leave it empty so the collector starts pulling data N days ago at the current time.
	`10`	`Required setting, credentials not found in user configuration`	This error is raised when the required property `credentials` is not found in `config.json`.	Add `credentials` dictionary in `config.json`, including `client_id` and `client_secret` fields.
	`11`	`Required setting, credentials not of expected type: dict`	This error is raised when `credentials` is defined in `config.json` but the format is not `dict`.	Edit the value of `credentials` in `config.json` so it is of type `dict`.
	`12`	`Required setting, username not found in user configuration`	This error is raised when the required property `username` is not found in `config.json`, into `credentials` dictionary.	Add `username` property in `config.json`, into `credentials` dictionary.
	`13`	`Required setting, username not of expected type: str`	This error is raised when `username` is defined in `config.json` but the format is not `str`.	Edit the value of `username` in `config.json`, into `credentials` dictionary, so it is of type `str`.
	`14`	`Required setting 'password' not found in user configuration`	This error is raised when the required property `password` is not found in `config.json`, into `credentials` dictionary.	Add `password` property in `config.json`, into `credentials` dictionary.
	`15`	`Required setting 'password' not of expected type: str`	This error is raised when `password` is defined in `config.json` but the format is not `str`.	Edit the value of `password` in `config.json`, into `credentials` dictionary, so it is of type `str`.
	`16`	`'event_fetch_limit_in_items' is the required setting. Please specify it in collector definitions`	This error is raised when `event_fetch_limit_in_items` property is not found in `collector_definitions.yaml`.	This is an internal issue. Contact with Devo Support team.
	`17`	`'event_fetch_limit_in_items' is not of expected type: int`	This error is raised when `event_fetch_limit_in_items` is defined in `collector_definitions.yaml` but the format is not `int`.	This is an internal issue. Contact with Devo Support team.
	`18`	`'event_fetch_limit_in_items' should be in the range 1 to 10000`	This error is raised when `event_fetch_limit_in_items` is defined in `collector_definitions.yaml` but the format is not in range 1 to 10000.	This is an internal issue. Contact with Devo Support team.
	`19`	`'user_agent' is the required setting. Please specify it in collector definitions`	This error is raised when `user_agent` property is not found in `collector_definitions.yaml`.	This is an internal issue. Contact with Devo Support team.
	`20`	`'user_agent' is not of expected type: str`	This error is raised when `user_agent` is defined in `collector_definitions.yaml` but the format is not `str`.	This is an internal issue. Contact with Devo Support team.
	`21`	`default_historical_poll_days is the required field in case historic_date_utc is not specified. Specify it in collector definitions`	This error is raised when `default_historical_poll_days` property is not found in `collector_definitions.yaml`.	This is an internal issue. Contact with Devo Support team.
	`22`	`Required setting. default_historical_poll_days is not of expected type: int`	This error is raised when `default_historical_poll_days` is defined in `collector_definitions.yaml` but the format is not `int`.	This is an internal issue. Contact with Devo Support team.
	`23`	`'retry_after_sec' is the required setting. Please specify it in collector definitions`	This error is raised when `retry_after_sec` property is not found in `collector_definitions.yaml`.	This is an internal issue. Contact with Devo Support team.
	`24`	`'retry_after_sec' is not of expected type: int`	This error is raised when `retry_after_sec` is defined in `collector_definitions.yaml` but the format is not `int`.	This is an internal issue. Contact with Devo Support team.
	`33`	`max_number_of_retries is the required field. Specify it in collector definitions`	This error is raised when `max_number_of_retries` property is not found in `collector_definitions.yaml`.	This is an internal issue. Contact with Devo Support team.
	`34`	`Required setting. max_number_of_retries is not of expected type: int`	This error is raised when `max_number_of_retries` is defined in `collector_definitions.yaml` but the format is not `int`.	This is an internal issue. Contact with Devo Support team.
	`35`	`api_timeout_in_seconds is the required field. Specify it in collector definitions`	This error is raised when `api_timeout_in_seconds` property is not found in `collector_definitions.yaml`.	This is an internal issue. Contact with Devo Support team.
	`36`	`Required setting. api_timeout_in_seconds is not of expected type: int`	This error is raised when `api_timeout_in_seconds` is defined in `collector_definitions.yaml` but the format is not `int`.	This is an internal issue. Contact with Devo Support team.
`SetupError`	`100`	`Failed to check if the provided credentials have valid permissions.`	This error is raised when an unexpected error occurred while checking credentials	If there are previous errors, fix them and if the error continues to appear contact with Devo Support team.
	`101`	`The credentials provided in the config.yaml are incorrect. Please provide the correct credentials.` `Status code: 401` `Error message: <error_message>`	This error is raised when the credentials provided in `config.json` are not valid. (401 Unauthorized error)	Add the correct `username` and `password` fields in `config.json`, at `credentials` property.
	`102`	`The user is not authorized to fetch data from the ServiceNOW.` `Status code: 403` `Error message: <error_message>`	This error is raised when the credentials provided in `config.json` are valid, but the credentials used to access the API have no permissions to create a token. (403 Forbidden error)	Add some credentials in `config.json` with enough privileges to create a token from the API.
	`103`	`The requested URL {response.url} is not found. The URL may have been depreciated"` `Status code: 404` `Error message: <error_message>`	This error is raised when the credentials provided in `config.json` are valid, but the authentication endpoint that is being requested to get a token is not found.	This is an internal issue. Contact with Devo Support team.
	`104`	`Bad request. Check the message from the server.` `Error Message: <error_message>`	This error is raised when the api returns a 400 code that indicates that the server cannot or will not process the request due to something that is perceived to be a client error.	Check if exists malformed request syntax, invalid request message framing, or deceptive request routing)
	`105`	`Servicenow instance in Hibernation mode. Sign in to ServiceNow and wake up the instance.`	This error is raised when ServiceNow instance went into hibernation due to inactivity	Go to the ServiceNow developers website and wake up the instance.
	`106`	`Unexpected error occurred while checking for permissions of user credentials`	This error is raised when there is a problem with the credentials.	Add the correct `username` and `password` fields in `config.json`, at `credentials` property.
`PrePullError`	`200`	`Kindly enter valid date which is less than the current date`	This error is raised when `historic_date` is later than the current date.	Go to the `config.yaml` and enter a `historic_date` less than the current date
`ApiError`	`400`	`Error occurred while fetching {table} table data from serviceNow."` `Error message: <error_message>`	This error is raised when an unknown problem occurs with the request.	This is an internal issue. Contact with Devo Support team.
	`401`	`The credentials provided in the config.yaml are incorrect. Please provide the correct credentials.` `Status code: 401` `Error message: <error_message>`	This error is raised when there is a problem with the credentials.	Add the correct `username` and `password` fields in `config.json`, at `credentials` property.
	`402`	`The user is not authorized to {table} table data from the ServiceNOW.` `Status code: 403` `Error message: <error_message>`	This error is raised when the credentials provided in `config.json` are valid, but the credentials used to access the API have no permissions to create a token. (403 Forbidden error)	Add some credentials in `config.json` with enough privileges to create a token from the API.
	`403`	`The requested URL {response.url} is not found. The URL may have been depreciated`. `Status code: 404` `Error message: <error_message>`	This error is raised when the credentials provided in `config.json` are valid, but the authentication endpoint that is being requested to get a token is not found.	This is an internal issue. Contact with Devo Support team.
	`404`	`Unexpected error occurred while checking for permissions of user credentials`	This error is raised when there is a problem with the credentials.	Add the correct `username` and `password` fields in `config.json`, at `credentials` property.
	`405`	`After {max_number_of_retries} retries still getting the too many requests error.`	This error is raised when API requests fail after a number of attempts.	This is an internal issue. Contact with Devo Support team.
	`406`	`Connection error occurred. Collector is not able to reach the Internet.` `Error message: <error_message>`	This error is raised when when the connection takes a long time.	Check that you have an internet connection.
	`407`	`Error occurred while fetching {table} table data from serviceNow.` `Error message: <error_message>`	This error is raised when an unknown problem occurs with the request.	This is an internal issue. Contact with Devo Support team.

Custom services tables and CMDB

This section describes the custom services of the ServiceNow collector.

The predefined services are classified into:

ServiceNow Custom Table
Servicenow Custom CMDB

Devo categorization and destination for Custom Table

This service is a custom service so the user is in charge of choosing a ServiceNow CMDB (custom_servicenow_cmdb) and also the Devo destination tag (custom_devo_tag).

The following table shows the Devo table to which the events are ingested based on each ServiceNow table:

ServiceNow Standard Table	Devo Tag

ServiceNow Standard Table	Devo Tag
`custom_servicenow_table`	`custom_devo_tag`

Devo categorization and destination for Custom CMDB

This service is a custom service so the user is in charge of choosing a ServiceNow CMDB (custom_servicenow_cmdb) and also the Devo destination tag (custom_devo_tag).

The following table shows the Devo table to which the events are ingested based on each ServiceNow table:

ServiceNow Standard Table	Devo Tag
`custom_servicenow_cmdb`	`custom_devo_tag`

Custom Lookup services database view

This section describes the custom services of the ServiceNow collector.

Collector operations

This section is intended to explain how to proceed with specific operations of this collector.

Change log

Release	Released on	Release type	Details	Recommendations
`v1.6.0`	Dec 2, 2024	IMPROVEMENTS SECURITY	Changed Upgrade DCSDK to `v1.13.1` Upgrade Docker image base to version `v1.3.1` in Dockerfile Security Remove vulnerabilities in `libexpat1`, `expat`	`Recommended version`
`v1.5.1`	Aug 9, 2024	IMPROVEMENTSBUG FIXES	Bug fixes Made `date_field` param optional in the config. Improvements User can fetch logs based on updated time. Handled the exception of API returning HTML response instead of JSON.	`Update`
`v1.5.0`	Feb 2, 2024	IMPROVEMENTS	Improvements Upgraded DCSDK from 1.11.1 to 1.12.2: Updated DevoSDK to v5.1.9 Fixed some bug related to development on MacOS Added an extra validation and fix when the DCSDK receives a wrong timestamp format Added an optional config property for use the Syslog timestamp format in a strict way Updated DevoSDK to v5.1.10 Fix for SyslogSender related to UTF-8 Enhace of troubleshooting. Trace Standardization, Some traces has been introduced. Introduced a mechanism to detect "Out of Memory killer" situation Fixed high vulnerability in Docker Image Upgrade DevoSDK dependency to version v5.4.0 Fixed error in persistence system Applied changes to make DCSDK compatible with MacOS Added new sender for relay in house + TLS Added persistence functionality for gzip sending buffer Added Automatic activation of gzip sending Improved behaviour when persistence fails Upgraded DevoSDK dependency Fixed console log encoding Restructured python classes Improved behaviour with non-utf8 characters Decreased defaut size value for internal queues (Redis limitation, from 1GiB to 256MiB) New persistence format/structure (compression in some cases) Removed dmesg execution (It was invalid for docker execution) Updated dcsdk-docker-base-image to version 1.3.0	`Update`
`v1.4.0`	Feb 2, 2024	FEATUREIMPROVEMENTS	New features Added new config parameter `date_field`: Allows events to be retrieved from their update date instead of from the creation date, thus showing event status changes. Improvements Upgraded DCSDK from 1.9.2 to 1.10.2: Fixed error in pyproject.toml related to project scripts endpoint Introduced pyproject.toml Added requirements.dev.txt Added input metrics Modified ouutput metrics Updated DevoSDK to version 5.1.6 Standardized exception messages for traceability Added more detail in queue statistics	`Update`
`v1.3.0`	Sep 13, 2023	FEATURE IMPROVEMENTS	New Features Added new config parameter `sysparm_display_value`: Exports the display value (true) or raw value (false) for the CSV, Excel, XLSX, and XML file formats. Improvements Upgraded DCSDK from 1.9.1 to 1.9.2: Upgrade internal dependencies	`Update`
`v1.1.0`	Sep 2, 2022	FEATURE	New Features: All services are now compatible with on-premise Service Now instances.	`Update`
`v1.0.0`	Aug 26, 2022	FEATURE	New Features: The following ServiceNow `Standard Tables` are ingested natively: `incident` `event` `change` `user` `location` The following ServiceNow `Standard CMDB Tables` are ingested natively: `cmdb_ci_app_server` `cmdb_ci_db_instance` `cmdb_ci_infra_service` `cmdb_ci(list)` `cmdb_ci_server` `cmdb_ci_service` `cmdb_ci_vm` `cmdb_rel_ci` `cmn_location` Any custom ServiceNow `Standard Table`, `CMDB Table` and `DatabaseView` and can be ingested through a new two dynamic services.	-