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

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 endpoint at a time.

  • 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 Actions.

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

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

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

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

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

    • String

    • Integer

    • Number

    • Boolean

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

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

  • The vRealize Automation for ServiceNow ITSM application 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.

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

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

  • 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 vRealize Automation using the drop-down value selection for equals/notEqual condition.

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

  • 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 for ServiceNow ITSM application supports the Deployment name field for external source and default values.

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

  • 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)

    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

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 on the failure of catalog request submission and day 2 action on the vRealize Automation environment.

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

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

    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

  • The vRealize Automation for ServiceNow ITSM application 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

    Multi select

    Dual list

    Check box

    Radio group

    Data grid

    Value picker

    Date time

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

  • The vRealize Automation for ServiceNow ITSM application does not support the Update day 2 action for:

    • Custom Resources

    • Built-in resources in the Native UI

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.

  • 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 same as the email address of the user in ServiceNow.

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

Web Browser

Minimum Supported Version

Google Chrome

94.0.4606.71

Microsoft Edge

94.0.992.38

Mozilla Firefox

92.0