This section provides information for supported and unsupported functionalities for 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.

  • Catalog entitlement for User Portal is limited to one end point at a time.

  • 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 vRO 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 Custom forms, field properties such as the Show or Hide field based on another field value is not supported.

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

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

  • For Native UI, password field type does not support the Minimum and Maximum values.

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

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

    • String

    • Integer

    • Number

    • Boolean

  • 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.

  • VMware 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.

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

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

  • Configurator field type is not supported in catalog items.

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

  • 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 enable or disable from the vRealize Automation.

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

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

  • Show or hide fields and tabs support:

    • You can show or hide fields and tabs for the vRealize Automation for ServiceNow ITSM application catalog items.

    • The show or hide fields and tabs can be set in the vRealize Automation using drop-down value selection for equals/notEqual condition.

    • The ITSM application supports Constant and Conditional values as value source to show or hide fields and tabs. The ITSM application does not support External source values.

    • The hide/unhide fields/tabs can be set only with a single drop-down.

      Note:

      In vRealize Automation, multiple drop-down cannot be supported.

  • 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 a 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)

    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:

    • Bind fields

    • Concatenate

    • Conditional value

    • 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

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

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

  • Configurator field type is not supported in catalog items.

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

  • 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 enable or disable from the vRealize Automation.

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

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

  • Show or hide fields and tabs support:

    • You can show or hide fields and tabs for VMware vRealize Automation ITSM Application for ServiceNow catalog items.

    • The show or hide fields and tabs can be set in the vRealize Automation using drop-down value selection for equals/notEqual condition.

    • The ITSM application supports Constant and Conditional values as value source to show or hide fields and tabs. The ITSM application does not support External source values.

Day 2 Action Support and Limitation

  • Sharing of the deployment and associated resources are supported only for the User Portal.

  • 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 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

    Update

    Power Off

    Power On

    Reboot

    Remove Disk

    Reset

    Resize

    Resize Boot Disk

    Resize Disk

    Restart

    Revert to Snapshot

    Shutdown

    Suspend

  • On the Puppet deployments, Run Puppet Task day 2 action is not supported.

  • 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

  • VMware vRealize Automation ITSM Application for ServiceNow supports 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

  • VMware vRealize Automation ITSM Application for ServiceNow does not support multi tab option for custom day-2 actions.

  • Datatype as Complex and display as Objectfield is not supported in the ITSM for Day-0 and Day-2 catalog items.

  • VMware vRealize Automation ITSM Application for ServiceNow does not support the Update day 2 action for:

    • Custom Resources

    • Built-in resources in the Native UI

  • If deployment is in the delete failed status on vRA, then after submitting the delete deployment request from ServiceNow, the request form will display the following error message:{Warning: Expected type OBJECT but was STRING”,”statusCode”:400”,errorCode”:10006}

Supported multiple Cloud and On-Premise endpoints

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

Other Supported Functionality and Limitation

  • 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.

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

    Web Browser

    Minimum Supported Version

    Google Chrome

    96.0.4664.110

    Microsoft Edge

    96.0.1054.62

    Mozilla Firefox

    95.0.2