Integrating with ServiceNow


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 and itil_admin 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:

  • Under Admin Tab, click on Add-On/Product Settings under Applications Manager Server Settings. 
  • An Add-on/Product Settings Table 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), 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.

Ticket Settings

You can configure the following settings:

  • 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.
  • 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
  • Add notes for the ticket whenever an annotation is made for the alarm
  • 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
  • Access ticket details from Application Manager. User can access the ticket details from the ticket details link in the alert details page
  • Launch Read only ticket. When selected, the ticket details launched from Applications Manager would be read only
  • 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

APIs used in APM for incident management in ServiceNow:

PurposeMethodURL 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 APM 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<span< a=""> style="font-size: 13px">?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<span< a=""> style="font-size: 13px">?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: http://www.servicenow.com/solutions/it-service-management.html