Informatica® Data Integration - Free & PayGo

ServiceNow Connector
Informatica Data Integration - Free & PayGo ServiceNow Connector
April 2023
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Table of Contents
Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Informatica Resources. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Informatica Documentation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Informatica Intelligent Cloud Services web site. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Informatica Intelligent Cloud Services Communities. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Informatica Intelligent Cloud Services Marketplace. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Data Integration connector documentation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Informatica Knowledge Base. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Informatica Intelligent Cloud Services Trust Center. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Informatica Global Customer Support. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Chapter 1: Introduction to ServiceNow Connector. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

ServiceNow Connector assets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
ServiceNow Connector Task and Object Types. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Introduction to ServiceNow. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Administration of ServiceNow Connector. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Set up the ServiceNow integration user and the GMT time zone. . . . . . . . . . . . . . . . . . . . . . 9
Enable the aggregate web service. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Setting up the ServiceNow user, group, and role. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Set up a ServiceNow user without the ITIL role. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Testing the connection. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Verify the connection status. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Verify the credentials . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Test the APIs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Configure the firewall. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Chapter 2: ServiceNow connections. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

ServiceNow connection properties. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Configuring proxy server settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Enable proxy server through the proxy.ini file. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Enable proxy server through the Secure Agent Manager. . . . . . . . . . . . . . . . . . . . . . . . . . 25

Chapter 3: Mappings and mapping tasks with ServiceNow Connector. . . . . . . . 26

ServiceNow sources in mappings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Chapter 4: Troubleshooting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Increasing query rows in ServiceNow. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Best practices for increasing memory of the Secure Agent. . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Table of Contents 3
 Chapter 5: Data type reference. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
ServiceNow and transformation data types. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Index. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

4 Table of Contents
Preface
Use ServiceNow Connector to learn how to read from ServiceNow by using Cloud Data Integration. Learn to
create a ServiceNow connection, develop mappings, and run mapping tasks in Cloud Data Integration.

Informatica Resources
Informatica provides you with a range of product resources through the Informatica Network and other online
portals. Use the resources to get the most from your Informatica products and solutions and to learn from
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Informatica Documentation
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recent product releases. To explore the Documentation Portal, visit https://docs.informatica.com.

If you have questions, comments, or ideas about the product documentation, contact the Informatica
Documentation team at infa_documentation@informatica.com.

Informatica Intelligent Cloud Services web site

You can access the Informatica Intelligent Cloud Services web site at http://www.informatica.com/cloud.
This site contains information about Informatica Cloud integration services.

Informatica Intelligent Cloud Services Communities

Use the Informatica Intelligent Cloud Services Community to discuss and resolve technical issues. You can
also find technical tips, documentation updates, and answers to frequently asked questions.

Access the Informatica Intelligent Cloud Services Community at:

https://network.informatica.com/community/informatica-network/products/cloud-integration

Developers can learn more and share tips at the Cloud Developer community:

https://network.informatica.com/community/informatica-network/products/cloud-integration/cloud-
developers

Informatica Intelligent Cloud Services Marketplace

Visit the Informatica Marketplace to try and buy Data Integration Connectors, templates, and mapplets:

https://marketplace.informatica.com/

5
 Data Integration connector documentation
You can access documentation for Data Integration Connectors at the Documentation Portal. To explore the
Documentation Portal, visit https://docs.informatica.com.

Informatica Knowledge Base

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To search the Knowledge Base, visit https://search.informatica.com. If you have questions, comments, or
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KB_Feedback@informatica.com.

Informatica Intelligent Cloud Services Trust Center

The Informatica Intelligent Cloud Services Trust Center provides information about Informatica security
policies and real-time system availability.

You can access the trust center at https://www.informatica.com/trust-center.html.

Subscribe to the Informatica Intelligent Cloud Services Trust Center to receive upgrade, maintenance, and
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subscribe to receive updates for a single component or all Informatica Intelligent Cloud Services
components. Subscribing to all components is the best way to be certain you never miss an update.

To subscribe, go to https://status.informatica.com/ and click SUBSCRIBE TO UPDATES. You can then

choose to receive notifications sent as emails, SMS text messages, webhooks, RSS feeds, or any
combination of the four.

Informatica Global Customer Support

You can contact a Customer Support Center by telephone or online.

For online support, click Submit Support Request in Informatica Intelligent Cloud Services. You can also use
Online Support to log a case. Online Support requires a login. You can request a login at
https://network.informatica.com/welcome.

The telephone numbers for Informatica Global Customer Support are available from the Informatica web site
at https://www.informatica.com/services-and-training/support-services/contact-us.html.

6 Preface
Chapter 1

Introduction to ServiceNow
Connector
You can use ServiceNow Connector to securely read data from ServiceNow. You can also use ServiceNow
Connector to connect to any on-premise or cloud application.

You can use ServiceNow objects as sources in mappings and mapping task.

ServiceNow connector supports all versions of ServiceNow except the Express Edition.

ServiceNow Connector assets

Create assets in Data Integration to integrate data using ServiceNow Connector.

When you use ServiceNow Connector, you can include the following Data Integration assets:

• Mapping
• Mapping task

For more information about configuring assets and transformations, see Mappings, Transformations, and
Tasks in the Data Integration documentation.

ServiceNow Connector Task and Object Types

The following table lists the task operations that you can configure for the supported ServiceNow objects:

Object Name Read Data Preview Lookup

Incident Y Y Y

Cases Y Y Y

Contract Y Y Y

Account Y Y Y

7
 Object Name Read Data Preview Lookup

Assets Y Y Y

Contact Y Y Y

Log_Entry Y Y Y

Catalog_Task Y Y Y

Ticket Y Y Y

Knowledge Y Y Y

Event Y Y Y

Variables Y Y Y

Work Order Y Y Y

Introduction to ServiceNow
ServiceNow is a software-as-a-service (SaaS) provider of enterprise service management software.

ServiceNow automates enterprise operations and creates a single system of record for all service
management processes within an organization. ServiceNow brings together the strategy, design, transition,
and operation on the cloud platform. ServiceNow applications are built on a single platform-as-a-service
which offers consistent and intuitive user experience through the entire service management lifecycle for
services, such as Incident Management, Problem Management, Change Management, User Administration,
CMBD, and Service Management.

Administration of ServiceNow Connector

As a user, you can map data between ServiceNow and Salesforce modules such as Incident Management,
Problem Management, Change Management, User Administration, CMBD, and Service Management modules.

Before you can perform data integration between Salesforce and ServiceNow, you must perform the
following tasks:

• Ensure that you have the Salesforce, ServiceNow, and Informatica Cloud Account credentials.
• Enable the XML WebService - SCHEMA export processor to read the schema definition.
• Set up the ServiceNow Integration User and the GMT time zone.
• Enable the Aggregate Web Service plugin to fetch the total row count while reading data.
• Set up the ServiceNow user, group, and role. Include the following roles for the ServiceNow user:
- soap: To read data from the tables.

8 Chapter 1: Introduction to ServiceNow Connector

 - rest-service and itil: To access views or tables from the ServiceNow modules.

Set up the ServiceNow integration user and the GMT time zone
Set up an Integration User for ServiceNow and set the user time zone to GMT.

The following image shows the Integration User details and the configured GMT time zone:

Enable the aggregate web service

You must enable the required ServiceNow plugins and the system properties for ServiceNow Connector.

1. To enable the Aggregate Web Service plugin, click Plugin from the System Definition application menu,
and then search for Aggregate Web Service.
The following image shows the System Definition application menu:

2. Make sure that the status of Aggregate Web Service is Active. If it does not display Active status, right-
click the service and select Activate.
The following image shows the status of the aggregate web service:

3. To view all the system properties, type sys_porperties_list.do in the filter navigator, and press Enter.

Administration of ServiceNow Connector 9

 The following image shows the filter menu:

All the system properties appear.

4. Search for JSONV2 from the Go To filter.
The following image shows the displayed system properties:

5. Ensure value is true for glide.basicauth.required.jsonv2.

The following image shows the value for the selected glide.basicauth.required.jsonv2:

Setting up the ServiceNow user, group, and role

Before you use ServiceNow Connector to integrate data from ServiceNow, you must create the ServiceNow
user, group, and role. ServiceNow Connector uses JSONv2 web services to communicate with ServiceNow.
ServiceNow Connector also requires access to the system tables, such as sys_db_object and sys_db_view.

To perform operations in ServiceNow, you must create a group, assign the custom role to the group, and then
add the integration user to the group.

10 Chapter 1: Introduction to ServiceNow Connector

The custom role must include the following roles required for integrating data:

• ITIL
• Rest_Service
• Soap_query

For incident management related tables, it is recommended to include the ITIL role while creating the user
and role.

For more information about the SOAP roles, see the ServiceNow documentation.

Create a ServiceNow role

You must first create the ServiceNow role. ServiceNow recommends that you assign roles to a group and
assign users to a group.

The following example shows you how to create a ServiceNow role.

1. Click the Role module that resides in the User Administration application menu.
The following image shows the Role screen that appears, displaying the existing roles and their
attributes:

2. Click New to create a new role.

Administration of ServiceNow Connector 11

 The following image shows the New tab:

3. Enter a valid name in the Name field and optionally enter a description.
The following image shows the specified Synq_User_Role:

4. Select Global in the Application field.

The role is created.
5. To assign existing roles to the newly created role, click the Contains Role tab, and then click Edit.
The following image shows the Contains Role tab on the lower side, with the Edit tab:

6. Include the roles required for gaining access to all the ServiceNow features.

12 Chapter 1: Introduction to ServiceNow Connector

 The following image shows the selected roles:

7. Click Save to complete the operation.

Administration of ServiceNow Connector 13

 Create a group
Create a group and assign the configured role to the user group.

1. Click the Groups tab from the User Administration menu.

The following image shows the Groups tab:

2. Click New to create a new group.

The following image shows the New tab:

3. Enter a name and provide a description for the user group.

14 Chapter 1: Introduction to ServiceNow Connector

 The following image shows the specified name for the user group:

4. Click Submit to save the information.

The group is created.

5. Click Edit on the Roles tab to assign the roles to the group.
6. Select Synq_user_Role from the available roles.
The following image shows the selected Synq_user_Role in the Roles list:

7. Click Save.

Administration of ServiceNow Connector 15

 Use an existing user or create a new user
Assign an existing user to SynQ_User_Group or create a new user and then assign the created new user to
SynQ_User_Group.

1. Click the Group Members tab.

The following image shows the Group Members tab in the SynQ_User_Group:

2. Choose to create new users, or click Edit to add existing users to the group.
The following image shows the Edit tab for the SynQ_User_Group:

16 Chapter 1: Introduction to ServiceNow Connector

 3. Click Save.
The following image shows the added group members to the SynQ_User_Group:

Set up a ServiceNow user without the ITIL role

You can access ServiceNow without assigning the ITIL role to the user. It is recommended that you must
have the ITIL role if you want to perform operations on the Incident Management tables.

1. Update the ACL of the sys_db_object table.

2. Click Tables to get the list of tables.
The following image shows the Tables tab:

Administration of ServiceNow Connector 17

 3. Search for sys_db_object.
The following image shows the list of tables from which you use the search to list the sys_db_object:

4. Click the Table label value to view and update the attributes of the sys_db_object table.
The following image shows the Table label:

5. On the Access Controls tab, scroll down to view the ACLs.

The following image shows the listed ACls:

The sys_db_object contains metadata of the ServiceNow tables. For accessing data from the
sys_db_object table, assign the role to the read operation. You must have the security_admin elevated
role for updating the ACL for any of the tables. Enable the role before updating the ACLs.
6. To add a new ACL for the read operation for the Synq_User_Role, click New.

18 Chapter 1: Introduction to ServiceNow Connector

The following image shows the New tab where you can create a new ACL:

Administration of ServiceNow Connector 19

 7. Repeat steps similarly to update the ACLs for the sys_db_view table:

For more information about updating ACLs, see the ServiceNow documentation.

Testing the connection

To verify if you can connect to ServiceNow, open any REST or SOAP client and test the connection.

It is recommended that you use the following SOAP URL and test the REST, JSON, JSONv2, or SOAP
endpoints: https://www.soapui.org

You must use the user credentials that has the SynQ_User_Role, or the name that you provided for the role.

Verify the connection status

To verify the connection status, you can call the REST API from any REST client.

Before making a call to the API, make sure that you have set up the user, group, and role:
Purpose : Testing Connection with ServiceNow
URL :https://<instance>.service-now.com/api/now/table/sys_user
Authentication: Basic

20 Chapter 1: Introduction to ServiceNow Connector

 If you set the appropriate roles, you will get a response similar to the following image:

If you do not get the expected results, verify the user credentials and ServiceNow ACLs.

Verify the credentials

To verify if the ACL and user settings are correct, call the REST API from a REST client.

The following image shows an example of a GET request validation from a REST Client:

To create a successful connection with Data Integration, verify the credentials and ACLs with the following
API:
API URL :https://<instance>.service-now.com/api/now/table/sys_db_object
Authentication:Basic

Testing the connection 21

 The following image shows an example of a GET request validation from a REST Client:

Test the APIs

Test the APIs for metadata information and if you can read from ServiceNow.
Metadata information

Test the following APIs if you can access the metadata:

• https://<instance>.service-now.com/api/now/table/sys_db_view.do
• https://<instance>.service-now.com/api/now/table/sys_db_object.do
• https://<instance>.service-now.com/api/now/table/<table_name>.do?SCHEMA

Read API

Test the SOAP and REST APIs to read from the ServiceNow tables or views.

Use the REST Client

You can test the ACL and user-role setup using the REST clients. To test using a REST client, you require
a valid REST API URL, the suitable methods, valid parameters, and authentication. For example, call a
REST API to get data from a ServiceNow table. Use the following details to make a REST call:
Authentication : Basic (Requires username /password of user who is having
SynQ_User_Role)
Method : Get
URL : valid api url
For more information about the REST API URLs and parameters, see the following website:
https://docs.servicenow.com/bundle/jakarta-application-development/page/integrate/inbound-rest/
concept/c_RESTAPIExplorer.html?title=REST_API_Explorer#gsc.tab=0

22 Chapter 1: Introduction to ServiceNow Connector

Configure the firewall
If your organization uses a protective firewall, include the Secure Agent IP address ranges on the list of
approved IP addresses to ensure that the Secure Agent can perform all the necessary tasks through the
firewall.

The Secure Agent uses the following IP address ranges:

• 209.34.91.0-255
• 206.80.52.0-255
• 206.80.61.0-255
• 209.34.80.0-255

Configure the firewall 23

Chapter 2

ServiceNow connections
Create a ServiceNow connection to securely read data from ServiceNow. You can use ServiceNow
connections to specify sources in mapping tasks.

You can create a ServiceNow connection on the Connections page and use it in the Mapping task wizard
when you create a task. The connection becomes available to the entire organization.

ServiceNow connection properties

When you set up a ServiceNow connection, configure the connection properties.

The following table describes the ServiceNow connection properties:

Property Description

Connection Name Name of the connection.

Each connection name must be unique within the organization. Connection names can contain
alphanumeric characters, spaces, and the following special characters: _ . + -,
Maximum length is 255 characters.

Description Description of the connection. Maximum length is 4000 characters.

Type The ServiceNow connection type.

Runtime Environment The name of the runtime environment where you want to run the tasks.
Specify a Secure Agent or a Hosted Agent.

Username User name of the ServiceNow instance.

Password Password for the ServiceNow instance.

EndPoint URL The ServiceNow endpoint URL.

Instance Type Type of ServiceNow instance.

Select JSONv2.

24
Configuring proxy server settings
If your organization uses a proxy server to access the Internet, you can configure the proxy server settings for
the Secure Agent to connect to ServiceNow.

You must provide the proxy server details either in the proxy.ini file or in the Secure Agent Manager.

When you configure a proxy server, you can only use an unauthenticated proxy server to connect to
Informatica Intelligent Cloud Services.

Enable proxy server through the proxy.ini file

You can set the proxy server details for the Secure Agent in the proxy.ini file.

1. Navigate to the following directory on the Secure Agent machine: <Secure Agent installation
directory>\Informatica Cloud Secure Agent\apps\agentcore\conf\proxy.ini
2. Add the host and port number of the proxy server in the proxy.ini file:
InfaAgent.ProxyHost=<Proxy server hostname>
InfaAgent.ProxyPort=<Proxy server port number>
3. Restart the Secure Agent.
The proxy details appear on the Secure Agent Manager proxy server settings page.

Enable proxy server through the Secure Agent Manager

You can set the proxy server details for the Secure Agent in the Secure Agent Manager.

1. Click Start > All Program > Informatica Cloud Secure Agent > Informatica Cloud Secure Agent.
You can also click the Data Integration icon in the Windows taskbar notification area to open the Secure
Agent Manager.
The Secure Agent Manager displays the Secure Agent status.
2. Click Proxy in the Secure Agent Manager page.
3. Click Use a Proxy Server to enter the proxy server settings.
4. Configure the following proxy server details:

Field Description

Proxy Host Required. Host name of the outgoing proxy server that the Secure Agent uses.

Proxy Port Required. Port number of the outgoing proxy server.

5. Click OK.
6. Restart the Secure Agent to apply the settings.

Configuring proxy server settings 25

Chapter 3

Mappings and mapping tasks

with ServiceNow Connector
Use the Data Integration Mapping Designer to create a mapping. When you create a mapping, you configure a
source to represent a ServiceNow object.

ServiceNow sources in mappings

When you create a mapping, you can configure the source properties to use ServiceNow objects to read data
from your ServiceNow account. The source properties appear on the Source tab when you specify a
ServiceNow connection.

The following table describes the ServiceNow source properties:

Source Property Description

Connection Type Name of the source connection.

Source Type Select Single as the source type.

Source Object Select the source object for the task.

You can use the following ServiceNow objects as a source object in a mapping:

• Incident
• Cases
• Contract
• Account
• Assets
• Contact
• Log_Entry
• Catalog_Task
• Ticket
• Knowledge
• Event

26
• Variables
• Work Order
• Task
• Alm_asset
• Sn_customerservice_case_report

The following table describes the advanced ServiceNow source properties:

Source Property Description

Read Batch Size The maximum number of records that the Secure Agent reads in a batch from ServiceNow.
Note: You can specify a maximum batch size of up to 10,000 records. If you specify a batch size
beyond 10,000 records, data loss is encountered.

Note: When you read data from the Account object, the Secure Agent displays incorrect number of success
rows in the session log.

ServiceNow sources in mappings 27

Chapter 4

Troubleshooting
Use the following sections to troubleshoot errors in ServiceNow Connector.

Increasing query rows in ServiceNow

The default query row limit is 250 in ServiceNow. The ServiceNow instances in Dublin have a default query
row limit of 10000 for the JSON service.

The system property [of sys_properties table]: glide.processor.json.row_limit determines the query row limit.

To enable this property in the ServiceNow table, perform the following tasks:

1. Type sys_properties.list in the Navigation filter.

The entire list of properties in the sys_properties table appears. When the property is not available, it
uses the default value.
2. If you want a different value, you must create the property. If the property already exists, update the
value.
3. To create a new property, click New in the System Properties list.
4. Specify the Name as glide.processor.json.row_limit, Type as Integer, and Value with the required number.
5. Click Save or Update.

Best practices for increasing memory of the Secure

Agent
You can increase the memory for different operations of the Secure Agent in the System Configuration
Details section for types DTM and Tomcat JRE.

Tomcat JRE
Problem: You might encounter memory related or Java heap related error messages when you perform the
following tasks:

• Test connection or metadata fetch. You might encounter an error when you select a connection or an
object.
• Agent logs. Java out-of-memory or Java heap space error encountered during the INFA Agent login.

28
Solution: Increase the memory options for the INFA_MEMORY attribute for type Tomcat JRE. Use the
following format: "-Xms***m -Xmx****m -XX:MaxPermSize=***m"

DTM
Problem: You might encounter Java out-of-memory, Java heap space, out-of-memory, or perGen space error
messages either in the session log or the activity log, or both.

Solution: You can specify the default options of JVMOption1, JVMOption2, JVMOption3, and so on. If you
have specified all the available JVMOptions, you can add additional options as custom properties for the
Secure Agent.

Ensure that you maintain the sequence. If the default ones that you specified stop at JVMOption5, you must
add custom properties that start with JVMOption6. Specify the type as DTM and subtype as INFO. Each
JVMOption must hold only one JVM property.

The main JAVA memory properties are -Xms**m, -Xmx****m, and -XX:MaxPermSize=***m.

INFA_MEMORY and JVMOptions

You must specify the following memory attributes in the INFA_MEMORY and JVMoptions:
-Xms***m

The initial value that specifies the amount of memory with which the Java Virtual Machine starts. The
memory value you specify for this attribute is allocated when the Java process starts.

-Xmx****m

The value that specifies the maximum amount of memory that the Java Virtual Machine can allocate as
heap. After the Java process starts, it will continue allocating more space to store its objects. The
allocation continues until it reaches the maximum setting, after which the Java process crashes with a
Java heap space or out-of-memory issue.

-XX:MaxPermSize=***m

The maximum permissible size that the Java Virtual Machine can use at a given time. If the Java Virtual
Machine requires more than the specified amount, the Java process crashes with a permGem space
issue.

Set the Required Values

You must set the following values for the attributes:
-Xms**m

This value represents the base or initial value. You can specify a minimum value, such as 64M or 128M.
This value specifies the amount of memory used for the process initialization. The Java process
eventually continues to allocate space as and when it requires.

-Xmx***m

This value represents the maximum value to which the Java heap can grow. The value must be large
such that it can hold all the Java objects and classes.

On a 32-bit Secure Agent, you can specify a value that must not exceed 1024M for Windows and 2048M
for Linux due to operating system limitations for a 32-bit application. However, it is recommended that
you do not specify a value beyond 900M for 32-bit Secure Agents to avoid memory issues for tasks in
general and for the Secure Agent.

If the process fails with 900M or higher on a 32-bit Secure Agent, you must use a 64-bit Secure Agent.
For a 64-bit Secure Agent, you can specify any -Xmx value, which is limited only by the system memory
that the operating system allocates to the system. Generally, on a 64-bit Secure Agent, you can specify a
value of about 1024M or 2048M. However, if your tasks fail with a Java heap space or out-of-memory
error, you must increase the value further, based on trial and error, as the value is dependent on the
amount of data, the classes loaded, and how the Java and operating system stores the data.

Best practices for increasing memory of the Secure Agent 29

Chapter 5

Data type reference

Data Integration uses the following data types in mappings and mapping configuration tasks with
ServiceNow:
ServiceNow native data types

ServiceNow data types appear in the Fields tab for Source transformation when you choose to edit
metadata for the fields.

Transformation data types

Set of data types that appear in the transformations. They are internal data types based on ANSI SQL-92
generic data types, which the Secure Agent uses to move data across platforms. Transformation data
types appear in all transformations in a mapping.

When Cloud Data Integration reads source data, it converts the native data types to the comparable
transformation data types before transforming the data.

ServiceNow and transformation data types

The following table describes the data types that Data Integration supports for ServiceNow sources:

ServiceNow Data Type Transformation Data Type

Choice String

Collection String

Color String

Condition String String

Conditions String

Currency Double

Date Date

Date/Time TimeStamp/Date

Document ID String

Domain ID String

30
ServiceNow Data Type Transformation Data Type

Due Date Date

Duration Long

Encrypted Text String

Field Name String

File Attachment String

Floating Point Number Double

HTML String

Integer Integer

IP Address String

Journal String

Journal Input String

Long Long

Password (1 Way E) String

Password ((2 way E) String

Percent Complete Integer

Phone Number (E164) String

Price Double

Reference String

Script String

Script (Plain) String

String String

String (Full UTF-8) String

Suggestion String

Table Name String

Time String

Translated HTML String

Translated Text String

ServiceNow and transformation data types 31

 ServiceNow Data Type Transformation Data Type

True/False Boolean

URL String

32 Chapter 5: Data type reference

Index

C ServiceNow Connections
overview 24
Cloud Application Integration community ServiceNow Connector
URL 5 overview 7
Cloud Developer community ServiceNow data types
URL 5 mapping to transformation data types 30
connections overview 30
ServiceNow 24 ServiceNow source
mappings 26
status

D Informatica Intelligent Cloud Services 6

system status 6
Data Integration community
URL 5
T
I trust site
description 6
Informatica Global Customer Support
contact information 6
Informatica Intelligent Cloud Services
web site 5
U
upgrade notifications 6

M W
maintenance outages 6
web site 5

S Z
ServiceNow
connection properties 24 Zendesk V2 Connector
ServiceNow connections supported object types 7
administration 8

33