Supported and Unsupported Functionality

This section provides information for supported and unsupported functionalities for the VMware vRealize Automation ITSM Application for ServiceNow.

Catalog Item Support and Limitation

• A single ServiceNow instance supports multiple VMware vRealize Automation instances. The Catalog Items from the multiple instances are consolidated.

• Minimum and maximum validation are not supported for the Multi-select and Dual list field types in ServiceNow.

• Approval groups to approve or reject the deployment requests are supported.

• Value Picker only supports Properties Array as the return type when the value is fetched from the VMware vRealize Automation Orchestrator Actions.

• Under Custom Resources, for Add Action, the Requires condition should be disabled.

• For Custom forms, field properties such as the Match field are not supported in the Constraints.

• For the Service Portal and Native UI, the placeholder functionality is not supported.

• The VMware vRealize Automation ITSM Application for ServiceNow supports only the following field types in Cloud Template (YAML):

  • String

  • Integer

  • Number

  • Boolean

• The VMware vRealize Automation ITSM Application for ServiceNow does not support the Multi-value Picker field type. When the Import catalog job runs, it skips the catalog items with the Multi-value Picker field type.

• In the vRealize Automation ITSM application for ServiceNow, the dependent fields having minimum and maximum values with the VMware vRealize Automation action are not supported.

• In the vRealize AutomationITSM Application for ServiceNow, the stepwise increment option (stepper) is not supported for decimal and integer data type constraints.

• The vRealize Automation ITSM Application for ServiceNow does not support the Text Element if fetched from External Source.

• The Configurator field type is not supported in catalog items.

• The vRealize Automation for ServiceNow 8.x application does not support the Deployment Count feature.

• The vRealize Automation ITSM Application for ServiceNow supports the dependent field data types for text field, text area, and drop-down list.

• The Data grid designed using Cloud Template (YAML) is not supported in VMware vRealize Automation ITSM Application for ServiceNow.

• If you have created the following field in the vRealize Automation ITSM Application then while performing import in ServiceNow, this field will not be created:

  • Field ID: project

• Creating and linking the custom categories to the catalog items are supported.

• Visibility support for fields and tabs:

  • You can set the visibility of fields and tabs for the vRealize Automation ITSM Application for ServiceNow catalog items.

  • The ITSM application supports the visibility of fields and tabs using drop-down and text field value selection for the following conditions:

    • Equals

    • NotEqual

    • Within

  • The ITSM application supports the visibility of fields and tabs using the Integer and Decimal values for the following conditions:

    • Equals

    • Not Equal

    • > (Greater)

    • >= (Greater than equal to)

    • < (Lesser)

    • <= (Lesser than equal to)

• The ITSM application supports Constant, Conditional, and External Source values as value sources for the visibility of fields and tabs.

• The ITSM application supports only Constant as a value source for Read-Only.

• The fields and tabs visibility can be set using multiple conditions.

• You need to enter or click outside area of the text field after entering a word that matches the visibility of field and tab.

• Empty Space will not work on the Service portal for within condition to visibility of fields and tabs.

• The visibility of fields and tabs can be set using the External source value for the following fields:

  • Text Field

  • Text Area

  • Decimal

  • Integer

  • Drop Down

  • Check Box

• When you select the External source option from the Visibility menu, for an empty field value, the dependent fields and tabs are not visible.

• Support for Bind fields:

  • Bind fields are supported for catalog items and custom Day-2 actions.

  • Bind fields are supported for the following data types:

    • Text field

    • Dropdown

  • In request info fields, the following value fields are supported for the Bind field and External source value source:

    • Project ID

    • Deployment

    • Organization ID

    • Project name

    • Catalog item name

    • Content source type

    • Current organization

    • All fields under resource properties

• In Bind fields, once the child text field value is modified and when you change the parent text field value, the modified child text field value will also reflect the same as that of the parent field.

• Additional custom fields for Day-0 catalog item:

  • The container for custom fields facilitates you to create a custom field with orders ranging from conditions 10002-10099 under variables.

  • You can also change the name of the custom container if required.

  • You can create customized client scripts for custom fields.

  • You can create a new custom field by clicking the New button under variables, on catalog items in the VMware vRealize Automation ITSM application.

  • While creating new custom fields, if the user changes VMware Automation ITSM application scope to global scope on catalog items, then the New button under variables will not be visible to create new custom fields.

  • For creating new custom categories, you should change global scope to VMware Automation ITSM application scope on catalog items, so that the New button under categories will be visible to create new custom categories.

  • Custom fields can be created only on the Day-0 catalog item.

  • You can view the Custom fields on RITM. The reference of RITM number is displayed under requested items by navigating to deployments and vice versa.

  • While creating a client script, in UI type, you should select All so that the script works on both the Native UI and Service Portal.

  • Custom fields cannot be sent to vRA/vRAc.

• Deployment Name field support:

  • You can view the Deployment Name field in the ITSM application for both custom form and non-custom form catalog items. The Deployment Name field displays as a Read-only field and can be enabled or disabled from vRealize Automation.

  • For the custom form catalog items, the deployment name field displays in the General section else it displays after the Version field.

  • The vRealize Automation ITSM Application for ServiceNow supports the Deployment name field for external source and default values.

• Description field support:

  • You can view the Description field in the ITSM application for both custom form and non-custom form catalog items if it is available on vRealize Automation.

  • For the custom form catalog items, the Description field displays after the Version field.

  • The vRealize Automation ITSM Application for ServiceNow supports the Description field for external source and default values.

• The following types of data sources for the Dual List field type are supported:

  • Default and External source

  • Default and Constant

  Note:

  Configuring the data sources together in the Dual List field type is not supported.

• By default, the following vRealize Automation field types are supported:

  Field Types	Part of vRO Workflow	External Source vRO Action	Placeholder	Hidden Fields Visibility=No/Constant/Conditional Value	Hidden Fields (Visibility= yes) External Source)
  Array input	╳	╳	╳	╳	╳
  Check box	╳	╳	╳	✔	✔
  Combo box	╳	╳	╳	╳	╳
  Data grid	╳	╳	╳	╳	╳
  Date time	✔	╳	╳	✔	╳
  Decimal	✔	✔	╳	✔	✔
  Drop down	✔	✔	╳	✔	✔
  Dual list	✔	✔	╳	✔	✔
  File upload	╳	╳	╳	╳	╳
  Image	╳	╳	╳	╳	╳
  Integer	✔	✔	╳	✔	✔
  Link	╳	╳	╳	╳	╳
  Multi select	✔	✔	╳	✔	✔
  Multi value picker	╳	╳	╳	╳	╳
  Object field	╳	╳	╳	✔	✔
  Password	✔	╳	╳	✔	╳
  Radio group	╳	╳	╳	✔	✔
  Text area	✔	✔	✔	✔	✔
  Text field	✔	✔	✔	✔	✔
  Text	✔	╳	╳	✔	╳
  Tree picker	╳	╳	╳	╳	╳
  Value picker	✔	✔	╳	✔	✔

  Note:

  The following operations are not supported on any field types:

  • Concatenate

  • Computed value

• Supported vRealize Automation field types for default values are as follows:

  Field Types	Constant	External Source
  Array input	╳	╳
  Check box	✔	╳
  Combo box	╳	╳
  Data grid	✔	╳
  Date time	✔	✔
  Decimal	✔	✔
  Drop down	✔	✔
  Dual list	✔	╳
  File upload	╳	╳
  Image	╳	╳
  Integer	✔	✔
  Link	╳	╳
  Multi select	✔	╳
  Multi value picker	╳	╳
  Object field	╳	╳
  Password	✔	✔
  Radio group	✔	╳
  Text	✔	╳
  Text area	✔	✔
  Text field	✔	✔
  Tree picker	╳	╳
  Value picker	✔	╳

• The following vRealize Automation field types are supported for Constraints:

  Field Types	Required	Regular Expression	Minimum Values	Maximum Values
  Array input	╳	╳	╳	╳
  Check box	✔	╳	╳	╳
  Combo box	╳	╳	╳	╳
  Data grid	✔	╳	╳	╳
  Date time	╳	╳	╳	╳
  Decimal	✔	╳	✔	✔
  Drop down	✔	╳	╳	╳
  Dual list	✔	╳	✔	✔
  File upload	╳	╳	╳	╳
  Image	╳	╳	╳	╳
  Integer	✔	╳	✔	✔
  Link	╳	╳	╳	╳
  Multi select	✔	╳	✔	✔
  Multi value picker	╳	╳	╳	╳
  Object field	✔	╳	✔	✔
  Password	✔	✔	✔	✔
  Radio group	╳	╳	╳	╳
  Text	╳	╳	╳	╳
  Text area	✔	✔	✔	✔
  Text field	✔	✔	✔	✔
  Tree picker	╳	╳	╳	╳
  Value picker	✔	╳	╳	╳

Day 2 Action Support and Limitation

• Configuration of email notification for endpoint, entitlement, approval request, RITM request on vRealize Automation, day 2 actions, and resource sharing are available.

• A support ticket is created within ServiceNow on the failure of catalog request submission and day 2 action.

• After you have removed the disk from a machine, it takes time to reflect the same in the VMware vRealize Automation ITSM Application for ServiceNow.

• The following day 2 actions are available from the VMware vRealize Automation ITSM Application for ServiceNow:

  Resource Actions	Deployment Actions
  Add Disk	Change Lease
  Compute Relocate	Delete
  Create Snapshot	Power Off
  Delete	Power On
  Delete Snapshot
  Power Off
  Power On
  Reboot
  Remove Disk
  Reset
  Resize
  Resize Boot Disk
  Resize Disk
  Restart
  Revert to Snapshot
  Shutdown
  Suspend

• The Add Disk day-2 action for GCP deployments is not supported for vRA 8.10.2 and vRA Cloud.

• The Run Puppet Task day 2 action is not supported for Puppet deployments.

• Custom Day-2 Actions and Custom Resources are supported.

• Custom Day-2 Action is supported for:

  • Built-in Resources

  • Custom Resources

  • Form-based day-2 actions

  • Formless day-2 actions

• The vRealize Automation ITSM Application for ServiceNow supports the following field types for custom resources and custom day-2 actions:

  Field Types	Custom Resource	Custom Day-2 Actions
  		Direct Binding	In Request	Binding Action
  Text area	✔	✔	✔	╳
  Text field	✔	✔	✔	╳
  Text	✔	✔	✔	╳
  Password	✔	╳	✔	╳
  Decimal	✔	✔	✔	╳
  Integer	✔	✔	✔	╳
  Drop down	✔	✔	✔	╳
  Check box	✔	✔	✔	╳
  Value picker	✔	╳	✔	✔
  Date time	✔	╳	╳	╳

• The request form submission fails in ServiceNow for the data types which are not supported in Custom Day-2 actions.

• Datatype as Complex and display as Objectfield is not supported in the ITSM for Day-2 catalog items.

• The vRealize Automation ITSM Application for ServiceNow does not support the Update Day-2 action for:

  • Custom Resources

  • Built-in resources in the Native UI

• In ServiceNow, to import Day-2 actions for resources and deployments, you can now set the following properties as either  True or False:

  • x_vmw_cloudservice.fetch_deployments_day2_actions: The default value is True, when you set the property as False, the Day-2 actions for deployments will not be imported.

  • x_vmw_cloudservice.fetch_resources_day2_actions: The default value is True, when you set the property as False, the Day-2 actions for resources will not be imported.

• Visibility support for fields and tabs:

  • The ITSM application supports the visibility of fields and tabs using the drop-down and text field value selection for the following conditions:

    • Equals

    • NotEqual

    • Within

  • The ITSM application supports the visibility of fields and tabs using the Integer and Decimal values for the following conditions:

    • Equals

    • Not Equal

    • (Greater)

    • >= (Greater than equal to)

    • < (Lesser)

    • <= (Lesser than equal to).

• The ITSM application supports Constant and Conditional values as the value sources for the visibility of fields and tabs.

• The fields and tabs visibility can be set using multiple conditions.

• You need to enter or click outside the area of the text field after entering a word that matches the visibility of the field and tab.

Custom property Support and Limitation

• The following input types are supported for YAML:

  • String

  • Integer

  • Boolean

• Read-only and Default values are not supported for YAML.

Property group Support and Limitation

• The ITSM application supports the following input types to create a new property for property groups:

  • String

  • Integer

  • Boolean

• The table represents the options supported for the following input-type fields in Property groups:

  Field Options	Field Values	Input Type: String	Input Type: Integer	Input Type: Boolean
  Default Value Source: Constant	Default Value	✔	✔	✔
  	Encrypted	✔	╳	╳
  	Read Only	✔	✔	✔
  More Options	Format	╳	╳	╳
  	Minimum Length	✔	✔	╳
  	Maximum Length	✔	✔	╳
  	Pattern	╳	╳	╳
  Enumerated list type	Values	✔	✔	╳
  	Keys and Values	✔	✔	╳
  	External Source	╳	╳	╳
  Enum	Value	✔	✔	╳

Supported endpoints

• VMware vSphere^®, Amazon Web Services™ (AWS), Google Cloud Platform™, and Microsoft^® Azure^® Cloud are supported.

Other Supported Functionality and Limitations

• Defining the permissions for Admin, Catalog Admin, and User are supported.

• Reconciliation of CMDB to keep the CI item updated is supported.

• If the ServiceNow users are not able to view deployments, ensure that the user is using the email address as username in the vRealize Automation and it must be the same as the email address of the user in ServiceNow.

• Project group entitlements:

  • In ServiceNow, On the Project record, under the Users section, you can add multiple groups in the Project Group, so that all the members of the group can view the deployments and resources related to a particular Project.

  • Groups should have cmdb_read and x_vmw_cloudservice.vra_end_user roles to access deployments and resources, and also to perform the day-2 actions.

The VMware vRealize Automation ITSM Application for ServiceNow is tested on the following web browsers and versions:

Web Browser	Minimum Supported Version
Google Chrome	110.0.5481.178
Microsoft Edge	110.0.1587.56
Mozilla Firefox	110.0