LogoLogo
Ops IntelligenceAsset IntelligenceObservabilityRobotic Data
  • Introduction
  • How it Works
  • Getting Started
  • Glossary
  • Implementer Guide
    • cfxDimensions Installation
      • Hardware and Software
      • cfxDimenions on VMware vSphere
        • Post cfxDimensions VM Installation
      • SSL Certificates Installation
      • cfxDimensions Setup & Install
        • Known Issues
      • cfxDimensions High Availability
        • GlusterFS Operations
        • Minio Operations
        • MariaDB Operations
      • cfxDimensions Start, Stop order
      • Macaw CLI
        • macaw CLI Installation
          • macaw CLI v2.1.17
        • macaw setup
        • macaw infra
        • macaw platform
        • macaw user
        • macaw application
        • macaw status
        • macaw services
        • macaw clambda
        • macaw techsupport
        • macaw backup
        • macaw restore
        • macaw reset
      • Release Notes
        • cfxDimensions v2.0.3
        • cfxDimensions v2.1.17
        • cfxDimensions v2.2.20
    • cfxDimensions Backup & Restore
    • cfxOIA Installation
    • cfxOIA Application Services
    • cfxOIA Release Notes
      • cfxOIA v5.1.5
      • cfxOIA v5.1.5.2
      • cfxOIA v5.1.5.3
      • cfxOIA v6.0.0
      • cfxOIA v6.1.0
  • KEY FEATURES GUIDE
    • Incident Management
      • Incidents Overview
      • Create Incident
      • Incident States
      • Accessing Incident
        • Stack
        • Alerts
        • Metrics & Logs
        • Insights
        • Collaboration
        • Diagnostics
        • Remediation
        • Attachments
        • Activities
      • Incident Actions
    • Alert Management
      • Alerts Overview
      • Alert Analytics
      • Alert States
      • Alert Sources
    • Advanced Alert Configuration
      • Alert Mappings
      • Alert Enrichment
      • Alert Correlation & Suppression
        • Creating and Updating Correlation Policies
        • Creating and Updating Suppression Policies
        • Correlation Recommendations
    • ML Driven Operations
    • Data Exploration
    • RDA (Robotic Data Automation)
      • Accessing UI
      • Sources Addition and Configuration
      • Check Connectivity
      • Proxy Settings
      • Explore
        • Bots
        • Pipelines
        • Schedules
        • Jobs
    • Analytics
  • UI & PORTAL FEATURES GUIDE
    • Filters Management
    • Customizing Table Views
    • Exporting Data
  • Administrator Guide
    • User Roles & RBAC
    • Collaboration
    • Projects
      • How to add Project
      • Configure Project
        • Stacks
        • Incidents
        • Alerts
        • Messages
          • Message Endpoints
            • Rest Data Consumer
            • Kafka Message Consumer
            • ServiceNow SaaS
            • Webhook with Basic Authentication
          • Message Mappings
        • Teams
        • Datasources
        • Resolution Codes
  • INTEGRATIONS GUIDE
    • Integrations Overview
    • Featured Integrations
      • AppDynamics
      • Dynatrace
      • Microsoft Teams
      • NetApp Cluster Mode
      • NetApp 7 Mode
      • Prometheus
      • ServiceNow
      • Slack
      • Splunk Enterprise
      • VMware vCenter
      • Zabbix
      • NodePing
      • Nagios XI
      • Check MK
      • VMware vRealize Operations
      • PRTG Network Monitor
      • Grafana
      • AWS Cloudwatch
      • ManageEngine OpManager
      • PagerDuty
Powered by GitBook
On this page
  • Prerequisites:
  • Create ServiceNow User for API access:
  • Configure ServiceNow integration in CloudFabrix AIOps:
  • Create Webhook Target for cfxOIA
  • Configure ServiceNow SaaS for Outbound Incidents
  1. INTEGRATIONS GUIDE
  2. Featured Integrations

ServiceNow

Integration for Ticketing and CMDB

PreviousPrometheusNextSlack

Last updated 4 years ago

Prerequisites:

ServiceNow provides many modules and features for IT operations and within that CloudFabrix AIOPs platform integrates with Ticketing and CMDB modules.

ServiceNow integration is an out of the box in bi-directional way feature by using both APIs and REST message notifications.

This document explains step by step on how to integrate CloudFabrix AIOps platform with ServiceNow.

Create ServiceNow User for API access:

Step 1: Login to ServiceNow instane portal with an user account which has enough privileges to create a new user and assign required permissions.

Step 2: Click on 'User Administration'

Step 3: Click on 'Users' and Click on 'New' to create a new user.

Step 4: Enter username under 'User ID', and fill in the details as shown in the below screen. Please make sure to select 'Web service access only' as this user account is only for API integration.

Step 5: After creating the user in the above step, edit the user settings to assign appropriate roles and permissions for ServiceNow ticket management and CMDB data read-only access.

Step 6: Under 'Collection', search for the highlighted roles and add them to the 'Roles List' as shown in the below screen and click on 'Save'

Notes: Make sure 'Allow access to this table via web services' option is selected under 'Tables' section of ServiceNow for incident, incident task, change_request and applicable CMDB tables.

Configure ServiceNow integration in CloudFabrix AIOps:

Step 1: Login into CloudFabrix AIOps UI as an project admin user.

Step 2: Click on 'Ops Intelligence & Analytics' application.

Step 3: Select 'Configure Project' as shown in the below screen.

Step 4: Click on 'Datasources' on left menu and click on + to add ServiceNow API integration account.

Step 5: Enter 'Datasource Name' , 'Description' and select 'ServiceNow' under 'Select Datastore Type' list.

Under 'Domain' enter ServiceNow instance URL as shown in the screen. Enter 'Username', 'Password' and click on 'Test Connectivity'. Once successful, click on 'Save' to save the configuration.

Create Webhook Target for cfxOIA

cfxOIA can ingest and also push the incidents and its status. In order to make the bi-directional flow, both source and target endpoints needs to be created for Incidents.

Step 1: Login to cfxDimensions through web-browser UI (as Project Admin user)

Step 2: Click on ‘OIA (Ops Intelligence & Analytics)’ application.

Step 3: On context menu of existing Project, click on 'Configure Project'.

Step 4: Click on Incidents.

Step 5: Click on '+' to add new Incident Endpoint.

Step 6: Select Endpoint Role as 'Target' and enter Name and Description.

Step 7: Select 'Default ServiceNow Ticket' as Event Type.

Step 8: Select 'MACAW Notification' as Endpoint type.

Step 9: Enter 'NEW_TICKETS' as Notification ID.

Step 10: Click 'Save'

Step 11: On the context menu of newly created target incident endpoint, click on 'Enable' to activate the target.

Configure ServiceNow SaaS for Outbound Incidents

Step 1: Login to SNOW instance (ServiceNow Instance)

Step 2: Create Rest Outbound by search Rest message.

Step 3: Enter the webhook url and authentication details

Step 4: Create "POST" request and define variables, POST, endpoint and authentication.

Step 5: Define JSON message structure using the variable defined. Here, we are sending the entire JSON to the webhook.

Step 6: Go to System and click on 'Business Rule'

Step 7: Create new business rule. Define 'When to Run'

Step 8: Define "Actions"

Step 9: Define "Advanced"

Step 10: Sample Code is given for your reference

var JSONG = Class.create();

JSONG.prototype = Object.extendsObject(JSON, {
	encodeGr : function(o) {
		var a = ["{"], b, i, v;
			
			for (i in o) {
				if(o.hasOwnProperty(i)) {
					v = o[i].toString();
					
					switch (typeof v) {
						case "undefined":
						case "function":
						case "unknown":
						break;
						default:
						if (b) {
							a.push(',');
}
						a.push(this.encode(i), ":", v === null ? "null" : this.encode(v));
						b = true;
					}
				}
			}
			
			a.push("}");
			return a.join("");
		}
	});
	
	(function executeRule(current, previous /*null when async*/) {
		var r = new sn_ws.RESTMessageV2('CFX-SVCNOW-WEBHOOK', 'post');
		var parser = new JSONG();
		var data = parser.encodeGr(current);
		r.setRequestBody(data);
		var response = r.execute();
		var responseBody = response.getBody();
		var httpStatus = response.getStatusCode();
	})(current, previous);

Step 11: Update / Create an incident and check on CloudFabrix side and check if the incident is created in the incidents UI on cfxOIA