Connecting Oracle Enterprise Manager 24ai to ServiceNow closes the gap between monitoring and ticketing. When an OEM incident fires, a ServiceNow ticket gets created - with a direct link back to the incident. No manual handoff, no missed alerts.

This guide covers a full offline setup: updating the Self Update catalog without internet access, loading the plug-in via emcli, trusting the ServiceNow SSL certificate, and wiring up the connector.

Example environments used in this guide

OMS Host: https://oms-allinone.internal:7803/em
ServiceNow: https://your-instance.service-now.com

The Big Picture

Step	Action
1	Catalog Offline Update
2	Download the Plug-In
3	Load the Plug-In
4	Configure OMS for SSL
5	Configure the Connector
6	Test Ticket Creation

Step 1 - Catalog Offline Update

Verify OEM is set to offline patching. If you are online, then just download and apply it in the Plug-In menu.

Download the catalog ZIP from My Oracle Support - do not extract - and upload it via Setup → Extensibility → Self Update. Select the file and press Upload. A refresh job starts automatically.

Verify the job via the provided link. Confirm the status shows Succeeded.

OEM Self Update - Catalog Refresh Job Succeeded

Navigate to Setup → Extensibility → Self Update. Confirm Most Recent Refresh Time matches today’s upload.

OEM Self Update - Most Recent Refresh Time

Step 2 - Download the Plug-In

Navigate to Setup → Extensibility → Self Update. Select ServiceNow REST Ticketing Connector and click Download.

OEM Self Update - Download ServiceNow REST Ticketing Connector

A popup displays the download URL. Download the file and transfer it to the stage directory. Patch Number: 33832627

oracle@oms-allinone:/u01/app/oracle/stage/ [rdbms23] ll
-rw-r--r--. 1 oracle oinstall 10128 Apr 30 17:06 p33832627_112000_Generic.zip

Step 3 - Load the Plug-In

Set ORACLE_HOME and import the plug-in using emcli. A full path to the ZIP is required.

export ORACLE_HOME=/u01/app/oracle/middleware/oms_home/

$ORACLE_HOME/bin/emcli login -username=sysman
$ORACLE_HOME/bin/emcli sync
$ORACLE_HOME/bin/emcli import_update \
  -file=/u01/app/oracle/stage/p33832627_112000_Generic.zip \
  -omslocal

Expected output:

Processing update: Management Connector -
    ServiceNow REST Ticketing Connector - 13.5.0.0.0

Successfully uploaded the update to Enterprise Manager. Use the Self Update Console to manage this update.

Navigate to Setup → Extensibility → Self Update. Select ServiceNow REST Ticketing Connector and press Apply.

OEM Self Update - Apply ServiceNow REST Ticketing Connector

Confirm the prompt. Verify the job status shows SUCCEEDED.

Navigate to Setup → Extensibility → Connectors. The ServiceNow REST Ticketing Connector now appears in the list.

OEM Connectors - ServiceNow REST Ticketing Connector Listed

Step 4 - Configure OMS for SSL

OMS must trust the ServiceNow SSL certificate before the connector can communicate. This step is easy to miss - skipping it causes a connection timeout during connector verification.

Step 4a - Retrieve the ServiceNow Certificate

Run from the OMS host. If the OMS has no internet access, run this from any host that does.

cd /u01/app/oracle/middleware/gc_inst/em/EMGC_OMS1/sysman/config/
openssl s_client -tls1_2 -connect your-instance.service-now.com:443

The output shows the full certificate chain. Extract the certificate block - everything between and including the BEGIN/END markers:

-----BEGIN CERTIFICATE-----
MIIHIjCCBgqgAwIBAgIQBAolr75OQGpL88xVAPjPaTAN...
[...]
JblQOrR+
-----END CERTIFICATE-----

Step 4b - Add Certificate to OMS Trust Store

Append the full certificate block to b64LocalCertificate.txt and verify the SSL handshake works.

curl --cacert b64LocalCertificate.txt \
  "https://your-instance.service-now.com/incident.do?SOAP"

The response User Not Authenticated confirms the certificate is trusted and the SSL handshake succeeds.

Step 4c - Restart OMS

emctl stop oms
emctl start oms

Step 5 - Configure the Connector

Before configuring, create a ServiceNow test incident and note the incident number - it is needed for the verification step.

Navigate to Setup → Extensibility → Management Connectors. Select connector type ServiceNow REST Ticketing Connector → Go.

Enter a Connector Name → OK.

OEM Management Connectors - Enter Connector Name

Select the new connector → Configure.

Upload any company-specific ServiceNow templates if available. Set the endpoint URLs, credentials, and the test incident number.

Operation	URL
createTicket	`https://your-instance.service-now.com/api/now/table/incident`
getTicket	`https://your-instance.service-now.com/api/now/table/incident?number=#TKT_KEY#`
updateTicket	`https://your-instance.service-now.com/api/now/table/incident/#TKT_KEY#`

Important: Enable the subdomain checkbox - without it, EM24ai incidents will not display a clickable link to ServiceNow.

Click OK.

OEM Management Connectors - Connector Configuration

A green status indicator confirms a successful connection.

OEM Management Connectors - Green Status

Troubleshooting - Failed Verification

OEM Management Connectors - Failed Verification

Most common cause: OMS was not restarted after adding the SSL certificate.

Check the log for a SocketTimeoutException pointing to the ServiceNow host on port 443:

tail -f /u01/app/oracle/middleware/gc_inst/em/EMGC_OMS1/sysman/log/emoms.trc

Fix: restart OMS as in Step 4c.

Step 6 - Test Ticket Creation

Navigate to Enterprise Monitoring → Incident Manager. Select any open incident. If none exist, stop a listener or pluggable database to trigger one.

Click More → Create Ticket.

Confirm the connector settings → OK.

OEM Incident Manager - Confirm Ticket Creation

A confirmation message appears in the status bar. The incident now shows a ServiceNow ticket number with a direct link.

OEM Incident Manager - Incident with ServiceNow Ticket Link

Click the link to open the incident directly in ServiceNow.

ServiceNow - Incident Opened from OEM Link

Summary

OEM incidents now create ServiceNow tickets automatically and link back to each other. The setup has two layers: the SSL trust at the OMS level, and the connector configuration in OEM. Both must be in place for it to work.

Next step: configure Rules and Rulesets in OEM to trigger ticket creation automatically based on incident type or severity - no manual Create Ticket click required.

Tested on Oracle Enterprise Manager 24ai RU05.

Database

Oracle Enterprise Manager 24ai - ServiceNow REST Ticketing Connector Setup