If you have ServiceNow installed in your network, you can automatically log trouble tickets from OpManager for specific network faults. So, besides the provision to email, sms, or notify fault in other forms, you can also track the faults by logging trouble tickets to ServiceNow. This helps in issue tracking.
The primary advantage of integrating a network monitoring solution with an ITSM tool is to ticket the alarms according to the criticality of the situation. By integrating OpManager with ServiceNow, alarms in OpManager can now be logged as tickets in ServiceNow. The ticket will now be assigned to the corresponding technician thereby facilitating hassle-free fault remediation.
By integrating OpManager with ServiceNow, you can easily manage your IT assets. Enable sync operation to directly update device details when new devices are added to your network or existing devices are reconfigured.
Click here to know about the incidents and events that will be synced while integrating OpManager with ServiceNow. Click here to know about the CIs that will be synced while integrating OpManager with ServiceNow.
Kindly make sure that the following privileges are available for the users.
Following are the steps to configure the ServiceNow and OpManager Server settings:
1. Go to Settings → General Settings → Third Party Integrations → ServiceNow and configure the following values:
2. Click on Save to save your configurations and complete the integration process successfully.
3. Click on Sync now to sync the Assets from OpManager with ServiceNow using the saved configurations.
The OpManager - ServiceNow integration is carried out by a component called MID server. The Management, Instrumentation and Discovery (MID) server is an application that runs either as a windows service or UNIX dameon in your local environment. Any communication from ServiceNow to OpManager takes place via the MID server. The following is how the process will take place:
Kindly ensure the following to to enable two-way sync:
Once the ServiceNow details have been configured in OpManager, kindly proceed with the following to successfully log tickets to ServiceNow from OpManager.
Once the ServiceNow details are configured in OpManager and a notification profile is created for the same, users can create a workflow to automate fault remediation.