MID Server Support

Overview

The Itential Automation Services Application now supports the inclusion of MID Servers when necessary for integration from ServiceNow to Itential. A MID Server provides a more secure way of going from a ServiceNow server on the public Internet to an Itential server in the user's private network.

Both the Client GUI React Application and the Actions contained with the Itential Automation Services Application have been built to work with or without a MID Server.

Network Requirements

To integrate to Itential, the ServiceNow server must be able to send API calls to the Itential server. If there are firewalls, at a minimum, the port and IP address you use for access to Itential (e.g. 3443) must be opened from ServiceNow to Itential.

Another solution that will allow the ServiceNow server to get to the Itential server is to utilize a MID Server. The MID Server should provide a route from the ServiceNow server to the Itential server. You should follow the ServiceNow process for installing a MID Server. Once it is installed and configured in ServiceNow, you can add the MID Server reference and name to the IAP Instance Configuration table for your IAP instance.

Troubleshooting

If you do not have access to the Itential server from your ServiceNow server, you will usually get a connection timeout error.  This could be related to firewall, ACL, or routing issues.  Additionally, if a fully-qualified domain name (FQDN) is used instead of an IP address for the Itential server, the ServiceNow server will require the ability to translate the FQDN to an IP address.

• Another option here is to introduce a MID Server which can provide access to your Itential server.

If you are having issues with certificate or hostname validation with your MID Server in development environments, you can turn off one or more properties (Certificate Chain Check, Hostname check, and Revocation Check) in the MID Security Policy with the MID Server section in ServiceNow.