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Published: Jun 1, 2018   -   Updated: Jun 22, 2018

 

 

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ServiceNow UD Migration Guide - SSO

These are the instructions to migrate your ServiceNow or ServiceNow - Eureka & Later app instance to the new ServiceNow UD application.

IMPORTANT: These instructions are only valid for SSO customers.

Overview
What's New

Comparing with the ServiceNow and ServiceNow - Eureka and later releases app, the following features are new with ServiceNow UD:

  • User Schema Discovery support with unlimited custom attributes

  • Flexible user attribute mapping support

  • The Okta ServiceNow plugin is no longer required for provisioning

Migration Flow
Step 1: Configuring the new ServiceNow UD app
  1. In Okta, select the Applications tab, then click Add Application:
  2. snow_migrate1

  3. Search for the ServiceNow UD app, then click Add:
  4. snow_migrate2

  5. Under General Settings, enter the Base URL for your ServiceNow UD app (you can get this value from your existing ServiceNow app), then and click Next:
  6. snow_migrate3

  7. Under Sign-On Options, select the same SIGN ON METHOD as your existing ServiceNow app (SWA or SAML):
    • For SAML: Follow the instructions to setup the configuration as per the document launched when you click View Setup Instructions for SAML Sign On Method. Once you have set up SAML, you need to come back to this document and complete Step 2, Step 3 and Step 4.

      Note: Set it up using Multi-Provider SSO plugin so you can test with both the old and new ServiceNow apps to avoid any access issues. Once complete, proceed to the next step.

    • For SWA: Additional actions are needed for end users to migrate the username/password based on the SWA type. Either User sets username and password, or Administrator sets username, user sets password. See below for details.
    • SWA Setting - User sets username and password

      If you select this option for your SWA sign on method, the end user needs to migrate both the username and password from the old app to the new app:

      snow_migrate4

      End user instructions for migrating username and password

      • Sign in to Okta to access your dashboard.

      • Navigate to the old ServiceNow app chiclet.

      • Click the gear button on the top right to open the old ServiceNow chiclet Settings dialog:

        snow_migrate5

      • Click Reveal Password to get the password and make a copy of it:

        snow_migrate6

      • Click Update Credentials and copy the Username value:

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      • Navigate to the new ServiceNow app chiclet.

      • Click the gear button on the top right to open the new ServiceNow chiclet Settings dialog.

      • Click Update Credentials.

      • Enter the copied Username and Password, then click Save.

      SWA Setting - Administrator sets username, user sets password

      If you select this option for your SWA sign on method, the end user needs to migrate just the password from the old app to the new app:

      snow_migrate8

      End user instructions for migrating password

      • Sign in to Okta to access your dashboard.

      • Navigate to the old ServiceNow app chiclet.

      • Click the gear button on the top right to open the old ServiceNow chiclet Settings dialog:

        snow_migrate9

      • Click Reveal Password to get the password and make a copy of it:

        snow_migrate10

      • Navigate to the new ServiceNow app chiclet.

      • Click the gear button on the top right to open the new ServiceNow chiclet Settings dialog.

      • Click Update Credentials.

      • Enter the copied Password, then click Save.

  8. Make sure to select/add the same Application Username Format from the existing ServiceNow app.

    snow_migrate11

  9. Also check for any custom mappings present under the Profile Editor for the old ServiceNow app and copy them over to the new app.

  10. The setup for the new ServiceNow app is now complete.

  11. IMPORTANT: Have a test user assigned to the new app and check for login before proceeding to the migration step.

Step 2: Migrating users to the new ServiceNow UD app

IMPORTANT: You should test migration flow with sample users/groups to ensure everything is working properly before you move on to the next steps.

The ServiceNow app can be assigned to users either by Group App Assignment or Individual App Assignment. We first need to find the groups/users assigned to the existing app to migrate to the new SerivceNow UD App.

  1. List all the groups assigned from your old ServiceNow app by clicking Groups under the Assignments tab:

    snow_migrate12

  2. Assign the new ServiceNow UD app to the groups.

  3. List all the users assigned individually from your old ServiceNow app by clicking the People under the Assignments tab:

    snow_migrate13

  4. Assign the new ServiceNow UD app to these users.

  5. The end users will have now 2 chiclets for the ServiceNow app.

  6. Send out end user communications based on the type of SWA Sign On Method selected.

    Copy the instructions in the following sections and email them to your users:, based upon their chosen SWA Sign On Method:

Step 3: Checking for any errors

You should check the following for errors:

  • Check the Okta System Logs for any errors.

  • Check your Okta Dashboard for any errors.

  • Login via the chiclet for new ServiceNow UD app and check user access.

  • If your org has Application Access and Unassignment Reports, it will be easier to compare the assignments between the old and new ServiceNow applications. See Application Access Audit for more information.

Step 4: Hiding or deactivating the old ServiceNow app

IMPORTANT: We recommend you hide the app for a time period (1~2 weeks) and have users test with the new chiclet before deactivating the old ServiceNow app.

To hide the old ServiceNow app:

  1. Navigate to the old ServiceNow app, then select the General tab.

  2. Check the Do not display application icon to users checkbox.

  3. If the app is setup for mobile access then also check the Do not display application icon in the okta mobile app checkbox.

  4. Click Save. The old ServiceNow app is now hidden to end users.

  5. snow_migrate14

To deactivate the old ServiceNow app:

  1. Navigate to the old ServiceNow app, then select the General tab.

  2. Click Active, then select Deactivate and follow the instructions:

  3. snow_migrate15

  4. The old ServiceNow app is now deactivated and the chiclet removed for end users.

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