Configure ServiceNow Notifications

Integration of  with ServiceNow integration provides the following features:
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HID_Configure_ServiceNow_Notification
Integration of
Digital Operational Intelligence
with ServiceNow integration provides the following features:
  • Associate alarms in
    Digital Operational Intelligence
    with ServiceNow tickets in the following ways:
    • Creating tickets manually
    • Automatically generating tickets for alarms when ServiceNow channel is associated with a policy
  • Maintains the following alarm information between
    Digital Operational Intelligence
    and its associated ServiceNow ticket:
    • Status of alarms and associated tickets
    • The current assignee (troubleshooter) assigned to tickets
    • The severity of alarms. Currently, severity can be mapped from
      Digital Operational Intelligence
      to ServiceNow.
  • Provides a link to launch the ServiceNow of a particular ticket directly from
    Digital Operational Intelligence
    .
The following steps explain how to configure and use the integration:
Configure the Integration
To configure
Digital Operational Intelligence
with ServiceNow, complete the following procedures:
  • Verify pods status
  • Create a user in ServiceNow
  • Configure the ServiceNow as the notification channel
Verify Pods Status
To integrate
Digital Operational Intelligence
with ServiceNow, ensure that the following pods are running in
Digital Operational Intelligence
.
  • incidentmanagement
  • nim
  • integrationgateway
  • tenantmanagement
  • doireadserver
  • notifier-filter
Create User in ServiceNow
You must create a user in ServiceNow for connecting to the ServiceNow instance. The user must have privileges for the following roles in the ServiceNow, Roles list.
For more information about creating a user in ServiceNow, see ServiceNow documentation.
  • All the
    Soap
    related roles:
    • soap
    • soap_create
    • soap_delete
    • soap_ecc
    • soap_query
    • soap_query_update
    • soap_script
    • soap_update
  • Web service admin role:
    web_service_admin
  • For Get Incident, Request, and Change:
    odbc
    role.
  • For Create, Update Incident and Change:
    midserver
    role.
  • For Get Incident, Request and Change:
    catalog_admin
    role.
  • For Creating a comment you need:
    u_journal_entry_user
    role.
Along with the above roles, you need to provide the roles that are assigned in the ACLs of the tables incident (ServiceNow admin can help with the ACLs roles):
  • incident
  • sys_db_object
  • sys_user
  • sys_dictionary
  • sys_journal_field
    and
    task tables
    for
    read
    permissions.
For more information on CA Normalized Integration Management (NIM), see CA Normalized Integration Management documentation.
Configure ServiceNow as the Notification Channel
When you configure ServiceNow as a notification channel,
Digital Operational Intelligence
creates a ticket in ServiceNow when an alarm is identified. The ServiceNow integration is bi-directional. Changes to
Digital Operational Intelligence
alarm or corresponding ServiceNow ticket can be synchronized in both systems. For more information, see Southbound Gateway.
Prerequisites:
  • Configured ServiceNow instance with user created
  • Configured Southbound Gateway for bi-directional
The ServiceNow channel allows you to perform the following actions:
  • Configure the ServiceNow channel
  • Validate the configuration
  • Enable or Disable integration by enabling the
    Enable
    icon.
  • Associate a policy to the channel
  • Delete the channel
Follow these steps:
  1. From
    Digital Operational Intelligence
    console, navigate to
    Settings
    ,
    Notification Channels
    .
  2. Select
    Add Channel
    .
  3. Select
    ServiceNow
    .
  4. Complete the following fields:
    • Integration Status
      Slide the button to the right to enable the integration with the ITSM system.
    • Channel Name
      Specify a channel name.
    • Protocol
      Specify HTTP or HTTPS
    • Host
      Specify the hostname for the system where ServiceNow is hosted.
    • Port
      Specify the port for the host system.
    • Username
      Specify the ServiceNow user name.
      Digital Operational Intelligence
      uses the user account and password to create and update ServiceNow tickets. The user must have the required roles that are specified in the Prerequisites section.
    • Password
      Specify the password for the user account.
    • URL
      This field populates a URL using the specified host and port. 
    • TenantId
      This field populates the logged in tenant id.
  5. Specify what is synchronized between the alarms in 
    Digital Operational Intelligence
    and ServiceNow tickets by selecting the following options:
    1. The following options are applicable when an alarm changes in
      Digital Operational Intelligence
      and updates the tickets in the ServiceNow System:
      • Alarm Updates
        Select this option to update a ticket when an alarm update occurs in
        Digital Operational Intelligence
        . Select this option to enable
        Alarm Owner Update
        and
        Alarm Severity Update
        .
        • Alarm Owner Updates
          Select this option to update the ticket owner when the alarm assignee changes.
        • Alarm Severity updates
          Select this option to update the ticket severity when the alarm severity changes.
      • Alarm is Reopened
        Select this option to create a ticket when an alarm is reopened.
      • Alarm is Cleared
        Select this option to close a ticket when the corresponding alarm is cleared.
    2. The following options are applicable when the ticket in ServiceNow System changes and updates the associated alarms in
      Digital Operational Intelligence
      :
      • Ticket Management polling
        Select this option to poll ServiceNow for the updates.
        • Ticket Updates
          Select this option to update the tickets from ServiceNow to
          Digital Operational Intelligence
          .
        • Ticket Owner Updates
          Select this option to update the owner of a ticket when the alarm assignee changes. “Assigned to” and “status as updates” is supported in ServiceNow.
      • When a ticket is closed in Ticket Management, clear the alarm
        Select this option to clear the alarm in
        Digital Operational Intelligence
        when the corresponding ticket is closed/resolved in the ServiceNow.
      • Trigger Polling interval (
        Polling interval(mins))
        Specify the polling interval for the ServiceNow updates.
    Ensure that you use the same ServiceNow instance and DX OI Tenant before creating or reopening a ticket.
    • You can add only one ServiceNow notification channel.
    • Tenant administrator can only configure ServiceNow channel.
    • By default, a default policy is associated with the channel.
Validate the Configuration
To validate the configuration information that is provided in the ServiceNow channel, click the
Test
button on the channel page. The test not only validates the ServiceNow configuration but also validates the intermediate services that are involved in the integration.
ITSM test is successful
message appears upon successful configuration.
Associate a Policy to the Channel
By default, the default policy is associated with the channel. You can associate the policy or can remove the policy from
Link a Policy
section under the Policies tab.
Delete Channel
You can delete the ServiceNow Notification Channel by clicking the
Delete
button.
The
Delete option is enabled only when the channel is not associated with any policy.
Using the Integration
After you have configured the ServiceNow channel, you can submit a ticket manually and create tickets automatically using policies.
Submit Tickets from
Digital Operational Intelligence
Manually
You can manually create a ticket from
Digital Operational Intelligence
.
Follow these steps:
  1. In the
    Alarm Analytics
    page or
    Predictive Insights
    page, click
    Open ticket.
    A ticket id is associated with an alarm on the successful creation of a ticket.
  2. Select the ticket id which redirects you to ServiceNow incident page.
    You must provide ServiceNow user name and password to log in to ServiceNow.
  3. To create a ticket for multiple alarms, select the required alarms, and click
    Ticket
    Management icon,
    Open ticket
    .
    A ticket id is generated for the multiple alarms.
Automatic Ticket Creation Using Policies
When an alarm occurs in
Digital Operational Intelligence
, a ticket for the alarm is created in ServiceNow. A ticket is created when one of the policies that are associated with the channel is matched.
For more information about how to configure policies, see Configure Policies.
Note the following points about ticket creation:
  • ServiceNow tickets are created for all the alarms except for the situation alarms.
  • The ticket is created for a root cause alarm of the service alarm.
  • For a created ticket: Severity, Assignee, and Description are updated in ServiceNow.
  • A ticket id is associated with an alarm on the successful creation of a ticket
  • If the root cause alarm changes, a new ticket is created. The ticket that was associated with the original alarm remains open until the alarm is cleared.
  • A ticket is created in ServiceNow when a similar alarm occurs in
    Digital Operational Intelligence
    and the associated ticket is closed in ServiceNow.
Reopening Tickets
The tickets are reopened in ServiceNow when an alarm with the same host and message occur in DX Operational Intelligence and the alarms match the following criteria:
Ensure that you use the same ServiceNow instance and DX OI Tenant before creating or reopening a ticket.
  • The alarm must be in the cleared state in
    Digital Operational Intelligence
  • The associated ticket must be in the Resolved state in ServiceNow
  1. The ticket remains open for the alarms that do not have a closed state.
  2. For alarm source originating in DX APM, the same Alarm ID must occur for the ticket to be reopened.
  3. For alarm source originating in DX Spectrum and CA UIM, the same Alarm Host/IP and Alarm message must occur for the ticket to be reopened.
  4. Reopening tickets is not available for service alarms, it is available only for raw alarms.
Automatic Synchronization of an Alarm Update from
Digital Operational Intelligence
in ServiceNow
When there are updates to Assignee and Severity in
Digital Operational Intelligence
, the associated tickets in ServiceNow are updated. The following table describes the severity mapping in
Digital Operational Intelligence
and ServiceNow:
Alarm Severity in
Digital Operational Intelligence
Severity Mapping in ServiceNow
  • Major
  • 2
  • Caution
Medium
  • Critical
  • 1
  • Danger
High
  • Minor
  • 3
  • Unknown
  • Default
  • Warning
Low
Clear Status Updates
When an alarm is cleared in
Digital Operational Intelligence
, the state of the associated ticket in ServiceNow is set to
Resolved
or
Closed
.
You can enable or disable the automatic clear status synchronization from
Digital Operational Intelligence
in ServiceNow. To enable or disable this synchronization, use
Alarm is Cleared
option in the ServiceNow Channel Configuration page.
Automatic Synchronization of Ticket Update from ServiceNow in
Digital Operational Intelligence
The ServiceNow bi-directional integration allows you to send alarm updates to the source products through Southbound Gateway. Currently, alarm updates for Spectrum and UIM alarm types are supported.
Prerequisite:
Ensure that you configure Southbound Gateway for sending alarms updates to the source products. Enabling this integration completes the following actions when an update in ServiceNow takes place:
  • When you configured Southbound Gateway, and there are updates to Status and Assignee in ServiceNow, the same updates gets reflected in the source product (Spectrum and UIM) and also in
    Digital Operational Intelligence
    .
  • When you configured Southbound Gateway, and there are updates to Status in ServiceNow. However, if the updates do not appear in the source products (Spectrum and UIM), the same updates do not appear in
    Digital Operational Intelligence
    too.
  • If you have not configured Southbound Gateway, and there are updates to Status and Assignee in ServiceNow, the same get reflected only in
    Digital Operational Intelligence
    .
Assignee Updates
Any update to the ticket assignee in ServiceNow can be synchronized in
Digital Operational Intelligence
. To enable or disable this synchronization, use
Ticket Updates
option in the ServiceNow Channel Configuration page.
Closure of Tickets
When tickets are Resolved/Closed in ServiceNow, the associated alarm is cleared in
Digital Operational Intelligence
. To enable or disable the synchronization, use
When a ticket is closed in Ticketing Management, clear the alarm
option in the ServiceNow Channel Configuration page.
The following table describes the types of alarms that are updated from ServiceNow in
Digital Operational Intelligence
:
Alarm Types / Source Products
Ticket ID
Status
Assignee
Anomaly
Yes
Yes
Yes
Predictions
Yes
Yes
Yes
Service (Root Cause)
Yes
Yes
Yes
Custom
Yes
Yes
Yes
Situation
No
No
No
APM
Yes
Yes
Yes
Spectrum
Yes
Yes
Yes
UIM
Yes
Yes
Yes
ADA
Yes
Yes
Yes