ServiceNow Integration

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ServiceNow Microsoft Project Integration

The table below describes each feature and how it is accessed from the ServiceNow Ribbon Tab in Microsoft Project. For details on the features of Project Metrics Plus visit the Project Metrics Plus page.

Be sure to check the known issues at ServiceNow Integration Known Issues.

ServiceNow Ribbon Bar

ServiceNowRibbonSample.PNG

Features

Feature Description
ServiceNowNewProject.png

New

Create a new project using the selected schedule from ServiceNow. This will create a new blank project and apply the selected schedule to the project.
ServiceNowOpenProject.png

Open

Select a project from the ServiceNow PPM repository and open it in Microsoft Project for viewing and editing.
ServiceNowSaveProject.png

Save

This will save the selected project to the ServiceNow PPM repository.
ServiceNowAddResources.png

Add Resources

Selectively add resources from ServiceNow to the active project Resource Sheet. Once the resource has been added to the project Resource Sheet, the resource may be assigned to one or more activities.
ServiceNowSetOrder.png

Set Order

Set the "Order" in which the tasks will appear in ServiceNow. This sets the order to the order of the current view in Microsoft Project.
SNPAIssuesManagementIcon.png

Issues

Add and Edit project issues directly from within Microsoft Project.

Logon Screen and Function

The first time you access a feature requiring access to ServiceNow, you will be prompted for your login credentials.

|ServiceNowLogin.png

ServiceNow Instance (URL) The URL to your ServiceNow instance. You may enter the complete URL or just the URL prefix (i.e. demo004) and the complete URL will be built. Once you have successfully logged into ServiceNow the URL will be saved and automatically appear when you execute any function that accesses ServiceNow.

User Name Enter your user name just as you would into the ServiceNow web interface. (We do not currently support single sign on.)

Password Enter your password just as you would into the ServiceNow web interface. The password is not saved nor persisted for security reasons.

Open Project Listing and Function

When the Open Project button is pressed, you will be presented with the ServiceNow Login screen if you have not previously logged in. Once you are logged in, the Open Project form with a listing of the "Active" projects will be displayed. The list includes the Number, Project name, Start and Finish dates and State to help you identify the project you are looking for.

OpenServiceNowProject.png

To open a project, select the project from the list and press the "Open" button. To close the form without opening a project, press the X in the upper right corner of the form.

Active Projects checkbox is checked by default. If you uncheck it, a listing of all project (both active and inactive) shall be retrieved and displays. Please be aware that the list of all projects may be long and it could take a little time to retrieve it from ServiceNow.


Please Note large projects may take more time than expected to load, please be patient.

New Project Dialog and Function

Pressing the New ServiceNow project opens the New project form. Enter a project name, select a schedule, and create the project by pressing "Created New Project". The new project will be created and displayed in Microsoft Project. The new project may be edited and then saved to ServiceNow.

To close the form without creating a new project, press the X in the upper right of the form.

ServiceNowNewProjectForm.png

Project Name The name of new project as it is to appear in ServiceNow.

ServiceNow Schedules The ServiceNow schedule to use as the work calendar for this project. Once a project is created, you may only edit the ServiceNow Schedule through the ServiceNow interface.

Resources

The ServiceNow Project Addin can operate either using the standard ServiceNow PPM tables or with extended tables (Extended Architecture). When only the standard tables are used only a single ServiceNow resource is permitted for each activity/task. If the Extended Architecture is used then multiple resources are supported which includes both resources from ServiceNow as well as local resources (resources not in the ServiceNow User table).

SNPA Extended Architecture

The Addin supports the use of multiple resources from both ServiceNow and Microsoft Project. In addition, resource initials, standard rate, overtime rate, and allocation level for each task are maintained.

You add local resources as you typically would in Microsoft Project by entering them on the Resource Sheet. You add ServiceNow resources as noted below.

For any task with one or more ServiceNow resources assigned, the first ServiceNow resource will be the "assigned to" resource for the task in ServiceNow. All other resources will be saved but not displayed in ServcieNow.

Add ServiceNow Resources

Selectively add resources from ServiceNow to the active project Resource Sheet. Once the resource has been added to the project Resource Sheet, the resource may be assigned to one or more activities.

AddNewResource.png

To search for one or more users

  1. Enter a name or partial name in the "User Name" field
  2. Press Enter or click on the Search button
  3. The list of matching users will be displayed in the Search Results list

The search will look for any user name that contains the characters entered in the User Name search criteria. User names with "|--->" following their name in the Search Results have already been added to the Microsoft Project Resource Sheet.

Once users have been added to the Microsoft Project Resource Sheet, the resource may be assigned to one or more project activities was you normally would in Microsoft Project. Please note, ServiceNow currently supports a single resource for each activity. When saving a project to ServiceNow, only the first resource assigned to the activity will be saved in ServiceNow.

To add users / resources to the Microsoft Project Resource sheet

  1. Select the user in the results list
  2. Double click on the user or press the Add button

To remove users

  1. Navigate to the Resource Sheet view in Microsoft Project (View -> Resource Sheet)
  2. Select the resource to remove
  3. Right click and select Remove

Item Order

The "order" of tasks from ServiceNow is displayed in the "Order" column. This column may be edited to change the task order of appearance in ServiceNow.

If no value is assigned, the order for a task defaults to zero (0).

Save Project to ServiceNow

To save the current project to ServiceNow, press the Save button in the ServiceNow ribbon bar. This will initiate a pre-Save check and then save the project to ServiceNow.

Pre-Save Check

Before a project is saved to ServiceNow, a check is performed to ensure any features supported by Microsoft Project but not currently supported in ServiceNow PPM are brought to the user's attention. The user may optionally ignore the pre-check warning and save the project.

Checks Performed

Check Description
Multiple Resources ServiceNow currently supports a single resource assignment per activity. This check flags all activities with more than a single resource assignment. If the Extended Architecture is used this limitation does not apply.
Local Resources One or more resources are not ServiceNow Users. Only ServiceNow Users are supported as as resources (assigned_to) unless the Extended Architecture is used. If the Extended Architecture is used this limitation does not apply.
Invalid Constraint A task constraint type supported by Microsoft Project but not supported by ServiceNow PPM has been used. ServiceNow supports ASAP and Must-Start-On constraints. If this is ignored, the constraint will not be maintained.
Non Finish-to-Start Dependency ServiceNow currently support only Finish-to-Start dependencies. This check flags all activities and milestones with dependencies that are not Finish-to-Start (i.e. Start-to-Start, Finish-to-Finish, and Start-to-Finish).


ServiceNowPreSaveCheck.png


Items failing Pre-Save Check Table Columns

ID The ID in Microsoft Project. This is useful in locating the offending item in Microsoft Project. The ID is the first column of the task table in Microsoft project.

Name The name of the Deliverable, Milestone, or Activity.

Warnings A list of the reasons why this item may not be saved as expected.

Ignore Button Pressing Ignore will continue to save the project to ServiceNow. Any items with warnings will be saved but will omit the non-compliant attributes in order to comply with the ServiceNow requirements.

Cancel Button Pressing Cancel will terminate the save operation and return you to the project.

Issues Management

Issues Management is a key activity in managing successful projects. In order to permit project managers to manage their day to day technical project management work in one place (Microsoft Project), the ServiceNow Microsoft Addin (SNPA) permits users to create, read, and save project issues maintained in ServiceNow from within Microsoft Project. This provides a single place for project managers to manage their plan and project issues.

One of the many advantages of managing project issues from within Microsoft Project using SNPA is speed. All project issues are immediately available in a familiar spreadsheet format which permits efficient editing of one or more issues on a single screen.

SNPA Project Issues Form.PNG

The issues list toolbar has buttons to Save, Refresh, Delete, and Close the issues list. (N.B. Issues are not saved to ServiceNow until the Save button is pressed.)

The cells in the Due Date column will change color to reflect issues overdue and about to become due. Due Dates with a yellow background are due in the next three days and Due Date with a red background are overdue.

Issue List Fields

Issue # The issue number assigned by ServiceNow. This Issue # will be blank until the issue has been saved to ServiceNow and the form reloaded.

Name The short description of the issue.

Due Date The date the issue is expected to be resolved. To enter a date, select the desired date from the pop-up calendar. To remove the date, uncheck the check box in the left of the cell/calendar.

Assigned To The individual responsible for resolving the issue by the Due Date. The pick list is populated from the Project Resource List (ServiceNow resources only). If you need to assign an issue to a resource not listed, save your changes, close the issue list, add a resource from ServiceNow (See Add ServiceNow Resources), open the Issues List, the resource should now be available to pick from the assignment list.

Priority The priority of the issue. The choices listed are the choices maintained in the related ServiceNow Choice List for Priority.

Status The status of the issue. The choices listed are the choices maintained in the related ServiceNow Choice List for State.

Resolution Date The actual date the issue is resolved. To enter a date, select the desired date from the pop-up calendar. To remove the date, uncheck the check box in the left of the cell/calendar.

Resolution A description of the actions taken or to be taken to resolve the issue and/or related decisions made.

Add a New Issue

To add a new issue to the Issues List, simply enter the issue in the blank row at the bottom of the list. Once you complete the first field another new row will be added to the list. You may continue to enter additional fields as needed.

Editing an Issue

To edit an issue, simply select the cell to edit and begin typing or select a value from the pick list or calendar. To edit text within a cell double-click or press F2.

Delete an Issues

To delete an issue, select the issue by selecting a cell in the row of the issue you wish to delete and press the Delete toolbar button on the issues list. The issue will be removed.

Saving Issues

All the changes you make to the issues list are not saved to ServiceNow until you press the Save button on the issues list toolbar. If you wish to cancel your changes, simply close the form or press the Refresh button on the issues list toolbar.

Installation

The installation of the ServiceNow Microsoft Project Addin is quick and simple requiring less than five minutes to complete. To install the ServiceNow Microsoft Project Addin:

  1. Download the ServiceNow Microsoft Project Addin installation kit ServiceNowProjectAddin_Installation.msi (Right click and select "Save As" to download).
  2. Run the installation by double clicking on ServiceNowProjectAddin_Installation.msi or selecting ServiceNowProjectAddin_Installation.msi, right clicking and selecting Open from the popup menu
    1. The installation requires Administrative access to complete the installation, select Yes when prompted to grant administrative access
  3. Read the license agreement and press Accept to continue the installation or Cancel to terminate the installation
  4. The installation will proceed, press Finish to close the installation program
  5. Verify all users have the "SNPA" role in ServiceNow or similar project level permissions as defined below and the "soap" role. (See below)

ServiceNow Extended Architecture Installation (required)

Benefits

  • Permits the use of both ServiceNow and non-ServiceNow (local) resources
  • Permit the assignment of multiple resources to a task
  • Maintains resource rate data
  • Maintains assignment allocations

How to

  1. Download the Extended Architecture Update Set. You can download the Update Set by right clicking and selecting "Save Link As". Once you have downloaded it have your ServiceNow System Administrator apply it to your instance.
  2. Preview the Update Set
  3. Commit the Update

The update set includes the following changes

Object Action
Resource Allocation Table Creates a new table (u_resource_assignment) for maintaining multiple resources for each activity.
Dependency Table Adds a new Reference field (u_project)
SNPA Web Services Scripted web services for SNPA license retrieval, to open and to save projects from Microsoft Project, and to Open and Save Issues.

Roles / Permissions

In order for the addin to function properly, all users must have access to the project records and the SOAP interface. This can be achieved by either of the following methods:

  • Assigning the default "project_manager" and "soap" roles to group(s) and/or user(s)
  • Uploading our privileges Update Set that creates a SNPA role with all the required privileges. (see below)

Either of these methods will permit read, write, and delete access to the project data via the SOAP interface. Your system administrator can assign these roles.

In addition, the user must have access to the tables and fields noted in the table below. It is best to assign these permissions to the it_project_manager (Helsinki or later) or project_manager role. Our Update Set takes care of it all.

Table Fields Required Access Comments
pm_project All RWCD Light Green Round 24 n p.png Granted with project_manager role
pm_project_task All, comments_and_work_notes RWCD Light Orange Round 24 n p.png Granted with project_manager role.

(N.B. access to comments_and_notes is not granted by default and will need to be granted.)
planned_task_rel_planned_task All RWCD Light Green Round 24 n p.png Granted with project_manager role
cmn_schedule All Read Light Orange Round 24 n p.png Grant to the project_manager role.
cmn_other_schedule All Read Light Orange Round 24 n p.png Grant to the project_manager role.
cmn_schedule_span All Read Light Orange Round 24 n p.png Grant to the project_manager role.
task_rel_type name, child_descriptor, read table Read Light Orange Round 24 n p.png Grant to the project_manager role.
sys_choice label, value, read table Read Light Orange Round 24 n p.png Grant to the project_manager role.
sys_properties name, value Read Light Orange Round 24 n p.png Grant to the project_manager role.
sys_users name, sys_id Read Light Green Round 24 n p.png
u_resource_assignment All RWCD Light Orange Round 24 n p.png Grant to the project_manager role.

Light Green Round 24 n p.png No action required Light Orange Round 24 n p.png Action required

Required Grants

  • Grant the project_manager and soap roles to all users of the ServiceNow Project Addin
  • Grant read, write, create, delete on pm_project_task.comments_and_notes to role project_manager
  • Grant read, write, create, delete on u_resource_assignment.* to role project_manager
  • Grant read on cmn_schedule.* to role project_manager
  • Grant read on cmn__other_schedule.* to role project_manager
  • Grant read on cmn_schedule_span to role project_manager
  • Grant read on cmn_schedule_span.* to role project_manager
  • Grant read on task_rel_type.name to role project_manager
  • Grant read on task_rel_type.child_descriptor to role project_manager
  • Grant read on task_rel_type to role project_manager (This permits the role to read the table)
  • Grant read on sys_choice.label to role project_manager
  • Grant read on sys_choice.value to role project_manager
  • Grant read on sys_choice to role project_manager (This permits the role to read the table)
  • Grant read on sys_properties.name to role project_manager
  • Grant read on sys_properties.value to role project_manager


We have an Update Set that creates a new role (SNPA) and assigns all of the required permissions to the SNPA role. This is the recommended way to implement the required security changes. The SNPA role includes the project_manager, it_project_manager, and soap roles. All that is required is to assign the SNPA role to the ServiceNow Microsoft Project Addin users. You can download the Update Set by right clicking and selecting "Save Link As". Once you have downloaded it, have your ServiceNow System Administrator apply it to your instance.

License

A license is required for the ServiceNow Microsoft Project Addin (SNPA) to access data in ServiceNow. SNPA will load in Microsoft Project but it will not be able to access data in ServiceNow unless it locates a valid license in the instance. SNPA can connect to any instance with a valid license but may only connect to one instance at a time.

Each license has a set expiration date and number of users. When the license will expire within the next 30 days, users will be notified of the pending expiration each time they connect to ServiceNow from SNPA. Once the license expires, SNPA will no longer be able to read or write data to ServiceNow until the license is updated.

If the number of active users with the SNPA role exceeds the number of licensed users, users will be notified the user limit has been exceeded and SNPA will not connect to the instance. Either additional licenses need to be purchased and the license key updated or the SNPA role needs to be removed from one or more active users.

To request a license key email info@bdei.com.

Uninstall

To uninstall the ServiceNow Microsoft Project Addin:

  1. Click the Start Menu and select Control Panel
  2. In the Control Panel, select Programs and Features
  3. Select ServiceNow Project Addin from the list
  4. Right click ServiceNow Project Addin and select Uninstall/Change from the popup menu
  5. Follow the prompts to complete the uninstall