Integrate ServiceNow

This section describes the Integration with ServiceNow.
dxisaas
HID_Configure_ServiceNow_Notification
Integration of
DX Platform
with ServiceNow enables you to:
  • Create ServiceNow tickets for
    DX Platform
    alarms in the following ways:
    • Manually create tickets
    • Automatically generate tickets using policy
  • Maintain the following alarm information between
    DX Platform
    and its associated ServiceNow ticket:
    • Status of alarms
    • The current assignee (troubleshooter) assigned to tickets
    • The severity of alarms. Currently, severity can be mapped from
      DX Platform
      to ServiceNow.
    • Annotation Update. If you update
      Annotation
      for a service alarm in
      DX Platform
      , the associated ServiceNow ticket gets updated.
  • Launch ServiceNow directly from the
    DX Platform
    . ticket.
The following topics explain how to configure and use this integration.
Supported ServiceNow Versions
The following ServiceNow versions are supported:
Automatic Synchronization of Alarm and Ticket Updates
Before you start the integration, review this section to understand how you can synchronize the alarm and ticket updates in both the systems. You can configure to update any alarm updates or changes in DX OI to reflect in the associated tickets in ServiceNow. Similarly, any updates or changes to the tickets in ServiceNow can be updated in the associated alarms in DX OI.
You can configure this synchronization in the
Send and Receive Alarm and Ticket Updates
section while creating the channel:
  • Alarm Updates in DX OI:
    You can configure to synchronize any update to the alarm owner and severity in DX OI to reflect in ServiceNow.
    The following table describes the severity mapping in
    DX Platform
    and ServiceNow:
    Alarm Severity in
    DX Platform
    Severity Mapping in ServiceNow
    • Critical
    • 1
    • Danger
    High
    • Major
    • 2
    • Caution
    Medium
    • Minor
    • 3
    • Unknown
    • Default
    • Warning
    Low
  • Alarm is Reopened in DX OI:
    You can configure to reopen the ticket in ServiceNow when an alarm with the same host and message occurs in DX OI and the alarms match the following criteria:
    • The alarm is in the
      Cleared
      state in DX OI.
    • The associated ticket is in the
      Resolved
      state in ServiceNow.
    • The ticket remains open for alarms that do not have a closed state.
    • For the alarm source originating in DX APM, the same Alarm ID must occur for the ticket to be reopened.
    • You can reopen a ticket only for raw alarms and not for service alarms and situations.
  • Alarm Cleared in DX OI
    : You can configure to set the state of the associated ServiceNow ticket to
    Resolved
    or
    Closed
    when an alarm is cleared in
    DX Platform
    .
    When the underlying alarms are cleared in
    DX Platform
    , the service alarm is cleared and the associated ticket is Closed in ServiceNow.
  • Ticket Updates in ServiceNow
    : Any update to the ticket assignee in ServiceNow can be synchronized in
    DX Platform
    .
  • Ticket Status Changed in ServiceNow:
    You can configure to clear the associated alarm in
    DX Platform
    if the ticket status is changed to
    Resolved
    or
    Closed
    in ServiceNow. For the service alarm, when tickets are Resolved/Closed in ServiceNow, the associated alarm is cleared in
    DX Platform
    and all the underlying alarms are also cleared.
    When a rootcause alarm is closed in ServiceNow, the associated rootcause alarm is cleared in
    DX Platform
    and not the service alarm. The underlying alarms get cleared in
    DX Platform
    only when the rootcause alarm is the cause for the service alarm.
    The following table describes the types of alarms that are updated from ServiceNow in
    DX Platform
    :
    Alarm Types / Source Products
    Ticket ID
    Status
    Assignee
    Anomaly
    Yes
    Yes
    Yes
    Predictions
    Yes
    Yes
    Yes
    Service
    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
    Root cause alarm
    Yes
    Yes
    Yes
Configure the Integration
To configure
DX Platform
with ServiceNow, complete the following procedures:
  • Create a user in ServiceNow and assign the required roles
  • Configure ServiceNow as a channel
Create User in ServiceNow
You must create a user in ServiceNow to connect to the ServiceNow instance and also ensure that the following requirements are met:
  • Provide the following roles in the
    ServiceNow, Roles
    list:
    • SOAP-related roles:
      soap
      ,
      soap_create
      ,
      soap_delete
      ,
      soap_ecc
      ,
      soap_query
      ,
      soap_query_update
      ,
      soap_script
      , and
      soap_update
    • Web service admin role:
      web_service_admin
    • For Get Incident & Request & Change:
      odbc
      role
    • For Create & Update Incident & Change:
      midserver
      role
    • For Create & Update Request:
      catalog_admin
      role
    • For Create a Comment:
      u_journal_entry_user
      role
    For more information about creating a user in ServiceNow, see the
    ServiceNow
    documentation.
  • The user must also have the privileges for the following tables. These roles are assigned in the ACLs of the tables:
    incident
    ,
    sys_db_object
    ,
    sys_user
    ,
    sys_dictionary
    ,
    sys_journal_field
    ,
    task tables
    for
    read
    permissions. Contact the
    ServiceNow Administrator
    for these roles.
  • For information about the non-admin roles that are required to interact with ServiceNow SOAP webservices, see the
    ServiceNow
    documentation.
  • Implement the following basic set of operations per Configuration Item (CI) in your custom or scripted web service:
    • YES:
      Indicates that the specified operation on the specified CI is available as the custom endpoint.
    • NO:
      Indicates the specified operation on the specified CI need not be made available as the custom endpoint.
    CI Types/Operation
    ServiceNow tables
    insert
    update
    getRecords
    getKeys
    get
    incident
    YES
    YES
    YES
    NO
    YES
    sys_journal_field
    YES
    NO
    YES
    NO
    NO
    task
    NO
    NO
    YES
    NO
    NO
    sys_dictionary
    NO
    NO
    YES
    NO
    NO
    sys_db_object
    NO
    NO
    YES
    NO
    NO
    task
    NO
    NO
    NO
    NO
    NO
    sys_attachment
    NO
    NO
    YES
    NO
    NO
    ecc_queue
    YES
    NO
    NO
    NO
    NO
    sys_attachment_doc
    NO
    NO
    YES
    NO
    NO
    sys_user
    YES
    YES
    YES
    NO
    YES
    sys_user_grmember
    YES
    NO
    YES
    NO
    NO
    sys_user_group
    YES
    YES
    YES
    NO
    YES
    cmdb_ci
    NO
    NO
    YES
    NO
    YES
Configure ServiceNow as a Channel
DX Platform
creates a ticket in ServiceNow when an alarm is identified. ServiceNow integration is bi-directional. Changes to
DX Platform
alarm or corresponding ServiceNow ticket can be synchronized in both systems.
The ServiceNow channel enables you to perform the following actions:
  • Configure the ServiceNow channel
  • Validate the configuration
  • Enable or Disable the integration
  • Associate a policy to the channel
  • Delete the channel
  • You can add only one ServiceNow notification channel.
  • A tenant administrator can only configure the ServiceNow channel.
  • By default, a default policy is associated with the channel.
  • When you create or edit an ITSM channel, the changes take some time to reflect.
Prerequisite:
Before you configure ServiceNow as a channel, configure the ServiceNow instance with a user role.
Follow these steps:
  1. Log in to
    DX Platform
  2. Click
    SETTINGS
    in the left navigation pane.
  3. Click
    Channels.
    A list of created channels and the default channel appears.
  4. Click
    Add Channel
    and select
    Ticket Management
    as the channel type.
  5. Complete the following fields:
    • Enable:
      Enable the integration with the ITSM system.
    • Channel Name
      : Enter the channel name.
    • Ticket Management type
      : Select
      ServiceNow
      as the ticket management type.
    • Protocol
      : Select HTTP or HTTPS
    • Host
      : Enter the hostname for the system where ServiceNow is hosted.
    • Port
      : Enter the port for the host system.
    • Username
      : Enter the ServiceNow user name uses the user account and password to create and update ServiceNow tickets. The user must have the required roles that are specified in this topic.
    • Password
      : Enter the password for the user account.
    • Client URL
      : This field populates a URL using the specified host and port. 
    • Enrich ServiceNow Ticket with CMDB:
      Enable this option to enrich the ticket with the information from the CMDB. The CMDB lookup enriches the ticket with the following information:
      • Location
      • Config Item
      • Category
      • Sub-Category
      • Urgency
      • Assignment Group
      When you enable this option, the
      CMDB URL
      field is displayed. Enter the required URL. For more information about how this enrichment works, see the Enriching ServiceNow Ticket with CMDB.
    • Tenant
      : This field populates the logged in tenant id.
    • Message Template
      : Enter the template to be used to send messages when an alarm is sent.
    The following image illustrates the section where you can configure the ServiceNow channel:
    image2019-4-14_22-53-1.png
  6. In the
    Send and Receive Rules
    section, specify what is to be synchronized between the alarms in
    DX Platform
     and ServiceNow tickets by selecting the following options:
    1. The following options are applicable when an alarm changes in
      DX Platform
      and updates the tickets in the ServiceNow System:
      • Alarm Updates:
        Select this option to update a ticket when an alarm update occurs in
        DX Platform
        . Select this option to enable
        Alarm Owner Update
        and
        Alarm Severity Update
        .
        • Owner:
          Select this option to update the ticket owner when the alarm assignee changes.
        • Severity:
          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
      DX Platform
      :
      • Ticket Management:
        Select this option to poll ServiceNow for the updates.
        • Ticket Updates:
          Select this option to update the tickets from ServiceNow to
          DX Platform
          .
          • 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.
        • Ticket is closed, clear the alarm:
          Select this option to clear the alarm in
          DX Platform
          when the corresponding ticket is closed/resolved in ServiceNow.
      • Trigger Polling interval (
        in minutes)
        : Specify the polling interval for the ServiceNow updates.
    The following image illustrates the
    Send and Receive Rules
    section:
    image2019-4-14_22-54-56.png
Validate the Configuration
To validate the configuration information that is provided in the ServiceNow channel, click the
TEST
button on the
Channels
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 channel by clicking the
Delete
button.
The
Delete button is enabled only when the channel is not associated with any policy.
Using the Integration
After you have configured the ServiceNow channel, you can create a ticket manually and you can create tickets automatically using policies.
Create Tickets Manually
You can create a ticket manually for an alarm in DX OI.
Follow these steps:
  1. Log in to DX Operational Intelligence.
  2. Open the
    Alarm Analytics
    page or
    Predictive Insights
    page.
  3. Click the
    Ticket
    Management
    icon,
    Open ticket.
    Ticket id is associated with an alarm on the successful creation of a ticket.
  4. Select the ticket id which redirects you to ServiceNow incident page.
    The ServiceNow login page appears, provide the required credentials.
  5. To create a ticket for multiple alarms, select the required alarms, and click the
    Ticket
    Management
    icon,
    Open ticket
    .
    A ticket id is generated for the multiple alarms.
Automatic Ticket Creation Using Policies
To create a ticket automatically, you must create a policy and must associate the policy with the ServiceNow channel. When an alarm occurs in
DX Platform
, or when one of the policies that are associated with the channel is matched, a ticket is created for that alarm in ServiceNow.
For more information about how to configure policies, see .
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 service alarm and its root cause alarm based on the alarm type selected in
    page.
  • For a service alarm ticket, you can view the alarm attributes in the
    Description
    field in ServiceNow. Any updates or delta information on alarms can be viewed in
    Notes, Activity
    in ServiceNow instance.
  • Ticket id is associated with an alarm on the successful creation of a ticket.
  • If a policy is associated with the Service alarm, a ticket gets created for that service alarm. Whenever there is an update for the underlying root cause alarm, the service alarm and its associated ticket get updated.
  • If a policy is associated with the root cause alarm, a ticket gets created for that root cause alarm. Whenever there is an update on the root cause alarm, the associated ticket get updated.
Enriching ServiceNow Ticket with CMDB
When you enable the option to enrich the ServiceNow ticket with CMDB, DX OI accesses the ServiceNow CMDB to get the appropriate values and updates the ticket with those values. DX OI uses the REST API to access the CMDB. You must provide the REST API in the
CMDB URL
field. The example format of the API is as follows:
https://abc.service-now.com/api/now/table/cmdb_ci?sysparm_display_value=all&sysparm_exclude_reference_link=true&sysparm_query=nameSTARTSWITH{host}%5Einstall_status%3D1 Where {host} represents the alarm host in DX OI and is a query parameter in the CMDB REST call.
The response that this URL generates includes the enrichment fields. The example response is as follows:
Click to expand...
{ "result": [ { "sys_id": { "display_value": "1814376637e39bc0ad8994c543990e41", "value": "1814376637e39bc0ad8994c543990e41" }, "location": { "display_value": "AP-India-Bangalore-NetMagic CoLo(IBN)", "value": "f5dac0eb373ea200882d83dcb3990ee4" }, "subcategory": { "display_value": "VM", "value": "VM" }, "category": { "display_value": "Compute", "value": "Compute" }, "assignment_group": { "display_value": "GTSO Eng Unix", "value": "b27462f54fecea00a33a3285f110c7c9" }, "u_tier": { "display_value": "2", "value": "2" } } ] }
If the CMDB-based approach does not work because the response is empty and no related data is available in CMDB, you can use an alternative approach that uses a map file. This approach populates only one field:
assignment group
. To use this approach, create a map file with mappings between the DX OI service name and the corresponding assignment group. Based on this mapping, the appropriate assignment group information is populated in the ServiceNow ticket.
The following snippet is an example of the mapping file:
Click to expand...
{ "serviceGroupMapping":[ { "serviceName":"GT Eng Unix", "assignmentGroup":"GT Eng Unix" }, { "serviceName":"Hosting Backup", "assignmentGroup":"Hosting Backup" }, { "serviceName":"Eng - Compute", "assignmentGroup":"GT Eng Lab" } ] }
Name the map file that you create using this naming convention:
<16-digit-cohort-id>_snow_mapping.json
To get the cohort ID for the name, use the
<es_route>/ao_dxi_tenants_1_1/_search?pretty&q=tenant_name:"?"
route, where
<es_route>
is the Elasticsearch route. In the response, the value for the
tenant_id
is the cohort ID. For example, F9664B9-B66B-4B10-B224-976BF8F4553F.
After you create the file, add the map file to the following location in the
Incident Management pod
:
/Incidentmanagement/incidentmanager/artifact
Example: Ticket Creation and Update
This example demonstrates how the alarm information is populated in different fields in ServiceNow when a ticket is created or updated. This helps you identify the relevant areas where you can find the required information in the ticket. For example, if an alarm is updated, then where you can locate the corresponding update in the ServiceNow ticket.
You can review the following sections:
Service Alarms
This section describes the flow of ticket creation (and update) in ServiceNow for a service alarm:
Service Alarms-Ticket Creation
Review the information about ticket creation for a service alarm:
Manual Ticket Creation
  • In this example, the following screenshot shows two service alarms in DX OI. Each service alarm is associated with a separate service (Chicago and Boston):
    image2019-4-14_22-54-56.png
  • A ticket is created for the service alarm that is related to the Chicago service.
    The following screenshot shows that when you click the
    Open Ticket
    link, a pop-up dialog opens. Note that the
    On service
    option is selected on this page:
    image2019-4-14_22-54-56.png
  • After
    On service
    is clicked, a ticket is created in ServiceNow. The
    Open Ticket
    link is changed to the ticket number (INC25577678) that is created in ServiceNow.
    When the ticket number is clicked, the ServiceNow instance is opened and the alarm information is displayed in the appropriate ticket fields (for example, Impact, Priority, State, and so on), by default:
    image2019-4-14_22-54-56.png
  • Review the
    Description
    field.
    The
    Description
    field of the ticket includes other required information based on the alarm. For a service alarm ticket, two sections are displayed in this field:
    • The first section contains the service alarm details (for example, service name, service alarm ID, message).
    • The second section (
      Probable Root Cause Details
      ) includes the root cause alarm details.
    The following screenshot shows the example information:
    image2019-4-14_22-54-56.png
Automatic Ticket Creation
  • Create policy: The following screenshot shows the created policy (Service-Policy) for the service alarms:
    image2019-4-14_22-54-56.png
  • Link policy: The following screenshot shows that the same policy (Service-Policy) is linked to the ServiceNow ticket management channel (SNTicket):
    image2019-4-14_22-54-56.png
  • Any service alarm that comes into the system and matches the criteria mentioned in the service alarm policy will automatically get a corresponding ticket created in ServiceNow.
    The following screenshot shows that tickets have been automatically created for the new service alarms (first and second) that came in after the creation of the policy:
    image2019-4-14_22-54-56.png
  • When you click the ticket number, the ServiceNow instance is opened and displays the required ticket information (as in the case of the manual process).
Service Alarms-Ticket Update
Review the information about ticket update for a service alarm.
The
Work notes
section is empty when a ticket is created. It is populated only when an update is made to the ticket after its creation.
  • The work notes area maintains the proper sequential history of all the updates that are made to the ticket. These updates are not reflected in the ticket description. This helps ensure that the historical information cannot be tampered, which also helps in quick triaging.
  • If you make any update, that update is reflected in the
    Work notes
    section, not in the
    Description
    section.
  • The following screenshot shows that when the assignee for the ticket is updated in DX OI, the
    Work notes
    section is updated with the information; for example,
    assignee: BERNARD [email protected]
    :
    image2019-4-14_22-54-56.png
Similarly, if you add any annotation in DX OI, the same update is reflected in the
Work notes
section of the ticket in ServiceNow.
Raw Alarms
This section explains the same process for the raw alarms.
Raw Alarms-Ticket Creation
Review the information about ticket creation for a raw alarm:.
Manual Ticket Creation
  • In this example, the following screenshot shows the raw alarms in DX OI:
    image2019-4-14_22-54-56.png
  • A corresponding ticket (INC25577692) is created in ServiceNow for one of the raw alarms. The same ticket number (INC25577692) is reflected in DX OI.
  • When you click the ticket number, the created ticket is opened in ServiceNow. Review the ticket fields that are automatically populated based on the raw alarm information:
    image2019-4-14_22-54-56.png
  • Review the
    Description
    field.
    The information that this field includes for the raw alarms is different from the information for the service alarms. For raw alarms, no root cause information is included as it is not applicable.
    The following screenshot shows that no root cause information is included in the case of a raw alarm:
    image2019-4-14_22-54-56.png
Automatic Ticket Creation
  • Create policy: The following screenshot shows the created policy (RA_Policy) for raw alarms.:
    image2019-4-14_22-54-56.png
  • Link policy: The following screenshot shows that the policy (RA_Policy) is linked to the ServiceNow ticket management channel:
    image2019-4-14_22-54-56.png
  • Any raw alarm that comes into the system and matches the criteria mentioned in the policy will automatically get a corresponding ticket created in ServiceNow. The following screenshot shows that tickets are automatically created for new raw alarms that came at 2:50 PM:
    image2019-4-14_22-54-56.png
  • When you click associated the ticket number, the ServiceNow instance is opened and displays the required ticket information (as in the case of the manual process).
Raw Alarms-Ticket Update
If any update is made to the raw alarm, the same information is reflected in the
Work notes
section (as explained in the case of service alarms).
With this example, you have successfully identified different fields and sections that are impacted in ServiceNow when an alarm is created or updated.