Integrating with ServiceNow


Overview

ServiceNow is a web-based Help Desk and Asset Management software. With ServiceNow, you can automatically log trouble tickets for specific alarms and manage incidents from Applications Manager.

Logging trouble tickets

Applications Manager has the ability to automatically log trouble tickets for a specific alarms and to notify the concerned technician when a particular process exceeds the set threshold point. Along with the provision to e-mail, SMS, and other notifications, alarms can also be tracked by automatically logging trouble tickets to a help desk software. Applications Manager takes care of the two way synching of Alerts & Tickets status from ServiceNow. For example, you can automatically log a ticket when an alarm is raised, reopen the ticket whenever an alarm is re-occurred or close the ticket if the alarm is cleared.

Configuring ServiceNow in Applications Manager

  • Under Admin tab, click on Product Settings → Add-On Settings → Product Settings.
  • Add-on Settings - Product Settings page is displayed.
  • Click on Add action for HelpDesk. This takes you to the ManageEngine ServiceDesk Plus Server Details page with a choice to Select HelpDesk Product. Choose ServiceNow.
  • Provide the Instance name (e.g.: [instancename].service-now.com) , User name and Password. Secure connection will be used by default while connecting to ServiceNow and so the protocol must not be specified in the Instance field.

Prerequisites

The user in ServiceNow should have itil, itil_admin and personalize_choices roles assigned for successful integration in Applications Manager.

Log in to ServiceNow as an admin user and perform the following:

  • Go to System Definition and then Tables.

  • Search for "Incident".
  • Click on the entry that has the Label as "Incident". This will load the Incident table.
  • Now, select Controls tab. Enable "Create access controls" and type itil_admin in the "User role" field.
  • Save this table.

Configuring ServiceNow in Applications Manager

  1. Under Admin tab, click on Add-On/Product Settings under Applications Manager Server Settings. 
  2. An Add-on/Product Settings table is displayed. 
  3. Click on Add action for HelpDesk. This takes you to the ManageEngine ServiceDesk Plus Server Details page with a choice to Select HelpDesk Product. Choose ServiceNow
  4. Provide the Instance name (e.g.: [instancename].service-now.com), Username and Password. Secure connection will be used by default while connecting to ServiceNow and so the protocol must not be specified in the Instance field.
  5. Check the Enable Mail Notification for Connectivity Failure checkbox if you wish to trigger mail notifications in case of connectivity failures. After enabling this option, enter the following details:
    • Configure the email to which the notification has to be sent. You can configure either by choosing Admin email (Mail address configured for the admin user or the mail address in SMTP configuration) or by selecting email actions to be triggered for the selected email from the dropdown.
    • Enable the Append Custom Message checkbox if you want to append customized text messages along with the mail notifcation.
    • Enable the Repeat mails until successful connection checkbox to repeat mail notifications until connection is established successfully. After enabling, specify the Repeat Interval (in minutes) after which mail notification has to be repeated.
  6. By checking the Advanced Settings checkbox, you have the option to configure Ticket Settings which can be performed after checking the Enable Ticketing checkbox.
  7. Test if the connection is working and save the settings.

Ticket Settings

You can configure the following settings:

Reopen Settings

  1. Set Applications Manager to perform one of the following actions when an alarm is raised again for a closed ticket:
    • To reopen the ticket whenever an alarm re-occurrs
    • To reopen the ticket within a certain number of days from the closed time. If the ticket cannot reopened, a new ticket is automatically created
    • To create a new ticket or to open a new ticket whenever an alarm has re-occurred.
  2. Set Applications Manager to perform one of the following actions when an alarm is raised again for a resolved ticket:
    • To reopen the ticket whenever an alarm is re-occured.
    • To reopen the ticket within a certain number of days from the closed time. If the ticket is not reopened, a new ticket is automatically created. (To reopen the ticket whenever an alarm is reoccured within a certain number of days, else open a new ticket.)
    • To create a new ticket or to open a new ticket whenever an alarm has re-occured.
  3. Set Applications Manager to perform one of the following actions when an alarm is raised for an entity that was previously clear and if the existing ticket in HelpDesk is not closed/resolved:
    • To update the existing ticket whenever an alarm is re-occured.
    • To update the existing ticket within a certain number of days from the clear alert. If the ticket is not updated, a new ticket is automatically created. (To update the existing ticket whenever an alarm is reoccured within a certain number of days, else open a new ticket.)
    • To update the notes associated with that ticket.
    • To create a new ticket or to open a new ticket whenever an alarm has re-occured.
  4. Enable on-demand ticket generation using :
    • Raise a ticket action, so that you can raise a ticket on demand using a ticket action from alarms page. The new on-demand tickets are mapped to the respective configuration items
    • Request Form, so that you can raise a ticket on demand using the request form from alarms page. The new on-demand tickets are mapped to the respective configuration items

Update Settings

  1. Set Applications Manager to perform one of the following actions when the severity of an alarm is changed / RCA of the alarm is updated for an already created ticket:
    • To update the ticket.
    • To update the notes associated with that ticket.
  2. Set Applications Manager to perform one of the following actions when an alarm is cleared for a ticket:
    • To close the ticket
    • To update the notes associated with that ticket
  3. Set Applications Manager to perform one of the following actions when a monitor or a ticket action or a metric is deleted for a ticket:
    • To close the ticket.
    • To update the notes associated with that ticket.
  4. Update the ticket only if there is a status change in the alarm
    • If enabled, action is triggered only when there is a status change in alarm
  5. Add notes for the ticket whenever an annotation is made for the alarm

Accessing from Applications Manager

  1. Access ticket details from Application Manager. User can access the ticket details from the ticket details link in the alert details page
  2. Launch Read-only ticket. When selected, the ticket details launched from Applications Manager would be read only

APIs used in APM for incident management in ServiceNow

Purpose Method URL with Input data
Fetching Category GET https://instance.service-now.com/api/now/table/sys_choice?sysparm_fields=label,value&element=category&name=incident
Fetching Subcategory GET https://instance.service-now.com/api/now/table/sys_choice?sysparm_fields=label,value&element=subcategory&name=incident&dependent_value=[category name]
Fetching Urgency   https://instance.service-now.com/api/now/table/sys_choice?sysparm_fields=label,value&element=urgency&name=incident

From Applications Manager 13410, the Urgency API has been changed to:

https://instance.service-now.com/api/now/table/sys_choice?sysparm_fields=label,value&sysparm_querynameINtask^element=urgency
Fetching Assignment Groups GET https://instance.service-now.com/api/now/v1/table/sys_user_group?sysparm_fields=sys_id,name
Fetching all Technicians GET https://instance.service-now.com/api/now/v1/table/sys_user?sysparm_fields=roles,user_name,name&roles=itil
Fetching technicians of a Support Group GET https://instance.service-now.com/api/now/v1/table/sys_user_grmember?sysparm_fields=user.name&group=[sys_id of support group chosen]
Adding an incident POST https://instance.service-now.com/api/now/table/incident?&sysparm_fields=short_description,sys_id,description
Editing incident details POST https://instance.service-now.com/api/now/table/incident/[sys_id of ticket created]?&sysparm_fields=short_description,sys_id,description

Note: The following roles are required for the user in ServiceNow for integrating with Applications Manager: itil and itil_admin.
Reference:https://www.servicenow.com/products/itsm.html