Integrating OpManager with ServiceNow

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. Furthermore, you can also configure alerts according to the criticality of the situation, and easily manage your IT assets by enabling sync operation, to directly update device details, when new devices are added to your network, or existing devices are reconfigured.

Integrating ServiceNow with OpManager

• Pre-requisites for integrating OpManager with ServiceNow
• Configuring ServiceNow settings in OpManager
• Configuring Notification profiles
• Syncing fields for Incidents, events, and CIs from OpManager to ServiceNow
• Syncing Custom Fields from ServiceNow to OpManager
• Improting devices from ServiceNow to OpManager
• Functioning of two-way sync in this integration

Pre-requisites for integrating OpManager with ServiceNow

Kindly make sure that the following privileges are available for the users.

• For incident: Admin / Combination of ITIL, ITIL Admin and Personalized choices.
• For event integration: Admin.

Configuring ServiceNow settings in OpManager

 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:

• • ServiceNow URL: The URL for your ServiceNow Connection
  • ServiceNow UserName & Password
  • Ticket Settings:
    
    • Create new ticket: Creates a new ticket when an alert re-occurs.
    • Re-opened closed ticket: Re-opens the closed ticket when an alert re-occurs.
    • Clear alarm in OpManager when an Incident is closed/resolved in ServiceNow: Automatically clears the alarm when the corresponding incident is closed / resolved in ServiceNow.
  • ServiceNow Event preferences: Enabling this field will allow you to sync alarms from OpManager as events in ServiceNow. Also, kindly note that enabling this event integration will automatically disable the ticketing settings, since OpManager will sync either events or incidents at a a time to ServiceNow.
  • MID server: Choose the MID server name from the dropdown. It establishes the connection between OpManager and ServiceNow. Note that, OpManager supports integration with only a single ServiceNow instance at a time.
• CMDB CI Settings: 
  • Sync devices to ServiceNow: Add existing devices from OpManager to ServiceNow.
  • Sync newly discovered devices in future: When new devices are added in OpManager, automatically add them to ServiceNow.
  • Remove CI from ServiceNow when a device is deleted from OpManager:Remove a device from ServiceNow when it is removed from OpManager.

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.

Configuring notification profiles

Once the ServiceNow details have been configured in OpManager, proceed with configuring notification profiles to log tickets from OpManager to ServiceNow.

• Go to "Settings -> Notifications -> Add Profile".
• Now, click on the "Log a Ticket" option.
• Now, select the "ServiceNow" tab in the left side.
• If you want to add custom fields, click on the "Choose Custom Fields" button available at the top right corner.



• Now, select the required custom fields from the displayed list, and proceed.



• The selected custom fields will now be available under the notification profile.



• Then, proceed filling the other field values such as the category, sub-category, priority, group, and etc., and click on "Next".
• Click here to know about the further steps to be taken to configure a notification profile for ServiceNow.

Syncing fields for Incidents, events, and CIs from OpManager to ServiceNow

Syncing fields for Incidents and events from OpManager to ServiceNow

Click here to know about the fields for various incidents and events, that will be synced from OpManager to ServiceNow

Syncing fields for CIs from OpManager to ServiceNow

The devices in OpManager will be constantly synced as CIs to ServiceNow. Click here to know more about the fields for CIs that will be synced from OpManager to ServiceNow.

Syncing custom fields from OpManager to ServiceNow

Users can sync their custom fields from ServiceNow with OpManager. While configuring the respective notification profile for ServiceNow, users can now sync not just the default fields, but the custom fields set by them too. Furthermore, any new custom fields added to the incident table will be automatically synced with OpManager. A scheduler automatically syncs the fields once every four hours. Alternatively, users can also reload their tickets, to view the current custom fields.

Importing devices from ServiceNow

OpManager provides the option to import devices through ServiceNow integration. Click here to learn how to import devices from ServiceNow.

ServiceNow CMDB Reports:

From version 12.8.456 onward, OpManager users can access a detailed CMDB report specifically for ServiceNow integration. This report offers a clear overview of all devices synced between OpManager and ServiceNow, displaying essential attributes such as the device name and category from OpManager, as well as the corresponding CI name and CI Class in ServiceNow. It also outlines the latest sync activity, timestamp of the most recent update, and the current synchronization status of each Configuration Item (CI).

The report enables users to resync individual devices or multiple selected devices from OpManager to ServiceNow in just a few clicks.

Functioning of two-way sync in this integration

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:

1. The MID server is installed on your local network.
2. The MID Server polls the External Communication Channel(ECC) queue continuously for a specific time interval which is configurable. (The ECC queue is the connection between MID server and an instance.)
3. MID server gathers the operation to be carried out from the ECC and implements it.

Kindly ensure the following to to enable two-way sync:

• The ServiceNow user carrying out the integration must have admin privileges.
• MID server must be reachable from OpManager.

ServiceNow has now been successfully integrated with OpManager. Learn More about how to leverage this integration.

Know More about the various integrations offered by OpManager