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.

Integrating ServiceNow with OpManager - ManageEngine OpManagerIntegrating ServiceNow with OpManager

Create a ticket for every alert in OpManager

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.

Manage your IT assets

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.

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.

How to configure ServiceNow details 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.
    • Midserver: Choose the Midserver name from the dropdown. It establishes the connection between OpManager and ServiceNow.
  • 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.

How does two-way sync work in OpManager - ServiceNow 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.

Post Requisites:

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.