Integrate ServiceNow

This section describes how to integrate with ServiceNow.
dxisaas
HID_Configure_ServiceNow_Notification
You can now integrate with ServiceNow to create tickets based on alarm severity, view tickets in the OI alarm pane, and sync or troubleshoot information. When an alarm occurs in DX OI, a ticket is created in the ServiceNow system. Issue updates can be synchronized in both the systems.
The ServiceNow integration is bi-directional and enables you to:
  • Create Tickets Automatically in ServiceNow:
    You can configure to create tickets automatically in ServiceNow for DX OI alarms using policies.
  • Create Tickets Manually:
    The ServiceNow integration provides you with an option to create a ticket manually after assessing the tickets. Once you create a ticket manually, the ServiceNow integration enables you to make updates to the tickets such as assigning the ticket to any person in your organization.
  • Synchronize Updates Between ServiceNow and DX OI:
    The ServiceNow integration enables you to synchronize alarm information across both ServiceNow and DX OI. The synchronized data includes severity, status, assignee, and so on. Therefore, if any changes are made to alarm severity, status, assignee, and so on in DX OI, then the same changes are reflected in ServiceNow, and vice-versa if any changes are made in ServiceNow.
  • Maintain the following alarm information between DX OI 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 OI to ServiceNow.
    • Annotation Update. If you update
      Annotation
      for a service alarm in DX OI, the associated ServiceNow ticket gets updated.
  • Clear Alarms and Close Tickets:
    The ServiceNow integration enables you to clear alarms and close tickets manually. Therefore, all the alarms that you clear in DX OI get reflected in ServiceNow and and all the tickets that you close in ServiceNow get reflected in DX OI. All issue updates can be synchronized in both systems
  • Launch ServiceNow directly from the DX OI ticket.
This section provides the following information:
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:
image2019-4-14_22-54-56.png
  • 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 SaaS
    and ServiceNow:
    Alarm Severity in
    DX SaaS
    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.
    When you clear the underlying alarms in
    DX SaaS
    , 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 OI.
  • Ticket Status Changed in ServiceNow:
    You can configure to clear the associated alarm in DX OI if the ticket status is changed to
    Resolved
    or
    Closed
    in ServiceNow. For the service alarm, when you change the ticket status to Resolved/Closed in ServiceNow, the associated alarm is cleared and all the underlying alarms are also cleared.
    When a rootcause alarm is closed in ServiceNow, the associated rootcause alarm is cleared in
    DX SaaS
    and not the service alarm. The underlying alarms get cleared in
    DX SaaS
    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 SaaS
    :
    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 ServiceNow Integration
To configure the ServiceNow integration, perform the following tasks:
  • Create a user in ServiceNow and provide the required roles
  • Configure ServiceNow as a channel
Create a 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 that 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
The ServiceNow integration is bi-directional.
DX SaaS
creates a ticket in ServiceNow when an alarm is identified. You can synchronize changes to a DX OI alarm or the corresponding ServiceNow ticket in both the systems.
The ServiceNow channel enables you to perform the following actions:
  • Configure the ServiceNow channel
  • Enable or disable the integration
  • Associate a policy to the channel
  • Validate the configuration
  • Delete the channel
The following image illustrates the section where you can configure the ServiceNow channel:
Create a Channel Page
Prerequisite:
Before you configure ServiceNow as a channel, configure the ServiceNow instance with a user role.
  • 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.
Follow these steps:
  1. Log in to
    DX SaaS
    .
  2. Click
    Settings
    . in the left navigation pane.
  3. Click
    Channels
    in the
    External connections/integrations
    section.
    A list of created channels appears.
  4. Click
    + Channel
    and select
    Ticket Management
    from the
    Channel Type
    list.
  5. Provide the following information:
    • Enable the Channel:
      Click to enable the integration with the ITSM system.
      You can also enable or disable the channel in the Channels home page.
    • Channel Name
      : Enter the channel name.
    • Ticket Management type
      : Select
      ServiceNow
      as the ticket management type.
    • Client URL
      : This field populates a URL using the specified host and port. 
    • Protocol
      : Select the protocol for communication. Values: 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 username and password to create and update the ServiceNow tickets. The user must have the required roles that are specified in the
      Create a User in ServiceNow
      section.
    • Password
      : Enter the password for the user account.
    • Select this option to enrich the ticket with the information from the CMDB. When you enable this option, enter the required URL in the
      CMDB URL
      field. The CMDB lookup enriches the ticket with the following information:
      • Location
      • Config Item
      • Category
      • Sub-Category
      • Urgency
      • Assignment Group
      To use the assignment group enrichment from CMDB or the mapping file, you must select this option.
    • Enable Proxy:
      Select the checkbox to enable the proxy.
    • Message Template
      : Select the template to be used to send messages when an alarm is sent. You can use the
      Preview
      option to view the template.
    • Linked Policies:
      Select the policy to be linked to this notification channel to trigger alarm actions on the Alarm Analytics. By default, the default policy is associated with the channel. For more information, see the
      Policies
      section.
  6. Configure the updates and changes synchronization in the
    Send and Receive Alarm and Ticket Updates
    section. Select the options to specify what is to be synchronized between the alarms in DX OI and ServiceNow tickets:
    1. Select the required options to update the tickets in the ServiceNow System when an alarm changes in DX OI:
      • Alarm Updates:
        Select this option to update a ticket in ServiceNow when an alarm update occurs for Owner and Severity in DX OI.
        • 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. Select the required options to update the associated alarms in DX OI when the ticket in ServiceNow System changes:
      • Ticket Management:
        Select this option to poll ServiceNow for the updates.
        • Ticket Updates:
          Select this option to update the tickets from ServiceNow to DX OI.
          • 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 OI when the corresponding ticket is closed/resolved in ServiceNow.
      • Trigger Polling interval (
        in minutes)
        : Specify the polling interval for the ServiceNow updates.
  7. Click one of the following buttons:
    • Cancel
    • Test: Click to validate the configuration. The test not only validates the ServiceNow configuration but also validates the intermediate services that are involved in the integration. The
      ITSM test is successful
      message appears upon successful configuration.
    • Save
Enrich 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 related data is unavailable 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 of the map file, contact the
Broadcom Support Team
.
After you create the file, you must send this map file to the Broadcom Support team so that they can upload it to the required location. After, the file is implemented, it may take maximum of 30 minutes for the information to become available.
Using the Integration
After you have configured the ServiceNow channel, you can submit a ticket manually in DX OI or you can create tickets automatically using policies.
Create the Tickets Manually
You can create a ticket for an alarm manually 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
    Open ticket
    for the alarm and select the option.
    A ticket is created in ServiceNow and the Ticket ID is displayed.
    To create a ticket for multiple alarms, select the required alarms, and click the
    Ticket
    Management
    icon,
    Open ticket
    .
  4. Click the Ticket ID which redirects you to the ServiceNow Incident page. The alarm information is displayed in the appropriate ticket fields (for example, Impact, Priority, State, and so on.)
    The ServiceNow login page appears, provide the required credentials.
  5. Review 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.
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 comes into the system and matches the criteria mentioned in the alarm policy, a corresponding ticket is automatically created in ServiceNow. The Ticket ID is updated in DX OI. Click this Ticket ID to navigate to the ServiceNow instance to view the ticket information.
For more information about how to create a policy, see the section.
Note the following points about the ticket creation:
  • You can create the ServiceNow tickets all the alarms, service alarms, and situations.
  • The ticket that is created for a service alarm and its root cause alarm is based on the alarm type that is 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 the ServiceNow instance.
  • The 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.
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.