Installing Netenrich Connect v1.2.9 in ServiceNow

Roles Required: The following roles required for successful configuration.

In ServiceNow:

• A ServiceNow Administrator role

In Resolution Intelligence Cloud:

• A Global Admin, Configuration Manager and Account Owner base role

Prerequisites

Ensure that you have the following prerequisites in your ServiceNow instance for seamless functioning of the Netenrich Connect app.

Plugin Dependencies

Installation of this app requires Service Management Core (com.snc.service_management.core) plugin. If you do not have this plug in, you can purchase it from the ServiceNow store by searching a product "Service Management Core".

Netenrich Connect has dependency on the following system plugin(s) that need to be installed separately.

Plugin ID	Name
com.snc.change_request	Change Request
com.snc.incident	Incident
com.sn_customerservice	Case
com.snc.problem	Problem Management
com.glide.system_import_set	System Import Sets
com.glideapp.servicecatalog.platform	Service Catalog Platform

To install the Netenrich Connect app v1.2.9,

• Login to the ServiceNow Store using your credentials.
• Type ”Netenrich Connect" in the search bar at the top of your screen.
• Click on Netenrich Connect tile obtained from the search result.
• Click Get at the top right of your screen.
  

  Note: Netenrich Connect app is now compatible with Utah, Tokyo, and SanDiego.

• Select any of the options next to Entitlement. Recommended option is Make available for all instances.
• Check box next to I accept the following.
• Click Get.
  Netenrich Connect app is installed successfully.

Post-requisites

After you have installed the Netenrich Connect app,

• By default, netenrichuser is generated automatically. Make sure that the netenrichuser is set in TOP or Global domain. Also, ensure that the following roles are assigned to default netenrichuser.
  1. rest_service, 
  2. web_service_admin,
  3. x_nete2_netenrich.admin

Note

• Netenrichuser is a default user and it can not be changed. Remember this netenrichuser username and password for future configurations.
• All the Netenrich users should have read only role. Read only roles are used to prevent the user from inserting, modifying or deleting records in tables that the user currently has access to by virtue of other roles or permissions on the instance. 
• One user need access to debug if we have any issues.
• The following are the roles which are helpful in onboarding a user.
  • Owner: Customer Success Manager or the Service Delivery Manager who is responsible for the overall implementation of the application.
  • Project Manager: Onboarding team or Service Delivery Manager who is responsible for creating and tracking the project based on the scope and the timelines.
  • OpsRamp Admin: Onboards the client in OpsRamp or integrate other monitoring tools into OpsRamp.
  • Customer ServiceNow Admin: Modifies required changes to the customer business rules and installs the application in the customer environment.
  • Onboarding Team: Configures the Netenrich Connect application and the platform as per the customer requirement.
  • Solutioning: Customer Experience and Product Management teams
  • Netenrich Connect Developer: Fixes any bug that obstructs the application in the customer environment
  • Platform Owner: Configures the platform with required rules for correlation, auto ticketing and any customization if required.

Optional

• If the integration is setup by Netenrich professional services, create a new user with following privileges to configure the Netenrich Connect app other than default one. Ensure that you have assigned the following roles to the new user.
  1. Admin
  2. x_nete2_netenrich.admin