IntegrationService: ServiceNow Integration...TheServiceNowIdentificationandReconciliationModule 55...

Integration Service: ServiceNowIntegrationVersion 1.8.0

Table of Contents

Introduction to ServiceNow Integration 3Incident Sync Solution Prerequisites 4Version Prerequisites 4Installation Prerequisites 4

CMDB Sync Solution Prerequisites 5Version Prerequisites 5Installation Prerequisites 5

Architecture Overview for ServiceNow Integration 6Integration Applications Included in the ServiceNow Integration 6ServiceNow Default Integration Applications 6Internal Integration Applications 8

Monitoring the Integration Service 9PowerPacks for Monitoring Elements of the Integration Service 9Integration Service System Diagnostics 10Integration Service Endpoints 11Flower API 11Couchbase API 11Docker Statistics 12

Integration Service Log Files 12Accessing Docker Log Files 12Accessing Local File System Logs 13Understanding the Contents of Log Files 13

Incident Sync Integration 14Installing the ScienceLogic Update Set in ServiceNow 15Installing the ServiceNow Base Pack PowerPack in SL1 17Event Data Flow: Integration Service to ServiceNow 18Event Data Flow: SL1 to Integration Service 20Validating Network Communications 21Checking DNS 21Checking HTTPS and JSON 22HTTP Codes 22

Creating a ServiceNow Group 23Creating a ServiceNow User 24

Creating an Integration Service Credential 26Incident Sync Setup 27Configuring Run Book Automation 30Aligning Run Book Action Snippet Credentials 31Enabling Run Book Action Policies 31Customizing Run Book Action Policies 33Enabling Run Book Automation Policies 36

Viewing Incidents and Events 37Hyperlinking Events 38ServiceNow Hyperlinking 39

Viewing the Incident Import Table in ServiceNow 39ServiceNow, ScienceLogic Event, and Incident Priority Matrix 41Adding Additional Fields to the Transform Map 44

CMDB Sync Integration 50Installing the ScienceLogic Update Set in ServiceNow 52Installing the ScienceLogic Identification Engine Update Set in ServiceNow 53Installing the CMDB Plugin in ServiceNow 54

The ServiceNow Identification and Reconciliation Module 55Creating a ServiceNow Update Set 56Configuring Service Rules for Device Sync 57Adding Service Rules to an Update Set 60Exporting an Update Set 61

CMDB Sync Integration Overview 62Mapping and Syncing SL1 Organizations with ServiceNow Companies 63Mapping and Syncing SL1 Devices to ServiceNow 63Configuring Domain Separation 66Adding Device Mappings with Postman 67Persistently Saving Device Mappings with the API 69Default Device Attribute Mappings 70Mapping and Syncing Attributes for Devices 72Adding New Device Attributes to ServiceNow 74

Mapping and Syncing SL1 Network Interfaces to ServiceNow 75Syncing Device Maintenance Schedules 78Discovery Sync 81Configuring ServiceNow Service Requests for Discovery Sync 81Discovery Sync Workflow 83Running a Discovery Sync for a Device 83Running a Discovery Sync for a Virtual Device 88

Scheduling Integration Applications 91Troubleshooting CMDB Sync 94

Using SL1 toMonitor ServiceNow 97What Does the ServiceNow Base Pack PowerPack Monitor? 98Installing the ServiceNow Base Pack PowerPack 98Creating a SOAP/XML Credential for ServiceNow 99Creating a Virtual Device for the ServiceNow Base Pack 102Aligning the ServiceNow Base Pack Dynamic Applications 103Viewing the ServiceNow Open Incidents Dashboard 105

Integration Service API Endpoint Usage 106Incident Sync 107Fields 107u_imp_silo_incidents 107incident 107

Transforms 108ScienceLogic Incident 108ScienceLogic Event 108

Device Sync, Interface Sync 109Fields 109u_imp_silo_device 109u_silo_relationship 109cmdb_ci 110cmdb_ci_network_adapter 110

Transforms 111Discovery Sync 111Fields 111u_silo_request 111cmdb_group 112

Transforms 112Company / Manufacturer / Hardware Model Sync 112Fields 112

core_company 112u_imp_silo_org_ven_mfg 113

Transforms 113ScienceLogic Company import 113

Hardware Model Sync 114Fields 114cmdb_hardware_product_model 114u_imp_silo_model 114

Transforms 115Hardware Model import 115

Introduction to ServiceNow Integration

Chapter

1Introduction to ServiceNow Integration

Overview

This manual describes how to configure the Integration Service platform for ServiceNow integration. Theintegration includes the Incident Sync and Configuration Management Database (CMDB) Sync integrationsolutions.

This chapter covers the following topics:

Incident Sync Solution Prerequisites 4

Version Prerequisites 4

Installation Prerequisites 4

CMDB Sync Solution Prerequisites 5

Version Prerequisites 5

Installation Prerequisites 5

Architecture Overview for ServiceNow Integration 6

Integration Applications Included in the ServiceNow Integration 6

ServiceNow Default Integration Applications 6

Internal Integration Applications 8

Monitoring the Integration Service 9

PowerPacks for Monitoring Elements of the Integration Service 9

Integration Service System Diagnostics 10

Integration Service Endpoints 11

Integration Service Log Files 12

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Incident Sync Solution Prerequisites

This section describes the prerequisites that apply when you integrate ServiceNow with SL1 using the Incident Syncsolution.

Version Prerequisites

The ScienceLogic ServiceNow Incident Sync integration solution requires the following versions:

l SL1 version 8.7.0 or later

l An ap2 version of 5.54.9 or later of the new user interface for SL1. For more information, see theIntroduction to the New User Interfacemanual.

l ServiceNow version London, Kingston, Jakarta, or Istanbul with Web Services enabled.

Installat ion Prerequisites

To install the ScienceLogic ServiceNow Incident Sync integration solution, you must have administrator access toboth the SL1 Management Platform and ServiceNow. Specifically, you will need:

l ScienceLogic root SSH access

l ScienceLogic administrator access to the Administration Portal

l ServiceNow administrator access

You must also have TCP ports 80, 443, and 7706 open on the Integration Service for communication to SL1 andthe ServiceNow instance. No inbound TCP ports are required to be open.

ScienceLogic highly recommends that you disable all firewall session limiting policies. Firewalls will drop HTTPSrequests, which results in data loss.

Finally, you must perform the following steps:

l Install the ScienceLogic Update Set in ServiceNow. The Integration Service requires version 1.8.0 or later ofthe ScienceLogic Update Set. For more information, see Installing the ScienceLogic Update Set inServiceNow.

l Install the ServiceNow Base Pack PowerPack in SL1. For more information, see Installing the ServiceNowBase Pack PowerPack in SL1.



CMDB Sync Solution Prerequisites

This section describes the prerequisites that apply when you integrate ServiceNow with SL1 using the CMDB Syncsolution.

Version Prerequisites

The ScienceLogic ServiceNow CMDB Sync integration solution requires the following versions:

l SL1 version 8.7.0 or later

l An ap2 version of 5.54.9 or later of the new user interface for SL1. For more information, see theIntroduction to the New User Interfacemanual.

l ServiceNow version London, Kingston, Jakarta, or Istanbul with Web Services enabled.

Installat ion Prerequisites

To install the ScienceLogic ServiceNow CMDB Sync integration solution, you must have administrator access toboth the SL1 Management Platform and ServiceNow. Specifically, you will need:

l ScienceLogic root SSH access

l ScienceLogic administrator access to the Administration Portal

l ServiceNow administrator access

You must also have TCP ports 80, 443, and 7706 open on the Integration Service for communication to SL1 andthe ServiceNow instance. TCP port 443 inbound needs to be open for the run book actions on SL1 to triggerIntegration Service applications that perform incident-related tasks.

ScienceLogic highly recommends that you disable all firewall session-limiting policies. Firewalls will drop HTTPSrequests, which results in data loss.

Finally, you must perform the following steps in ServiceNow:

l Install the ScienceLogic Update Set. The Integration Service requires version 1.8.0 or later of theScienceLogic Update Set. For more information, see Installing the ScienceLogic Update Set inServiceNow.

l Install the ScienceLogic Identification Engine Update Set. For more information, see Installing theScienceLogic Identification Engine Update Set.

l Activate the Configuration Management for Scoped Apps (CMDB) plug-in. For more information, seeInstalling the CMDB Plugin on ServiceNow.

CAUTION: You might find multiple plug-ins in ServiceNow that relate to "Configuration Management". Toavoid possible conflicts, make sure you activate the correct plug-in: ConfigurationManagement for Scoped Apps (CMDB).

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Architecture Overview for ServiceNow Integration

The following diagram illustrates the architecture of the Integration Service: ServiceNow Integration:

Integration Applications Included in the ServiceNowIntegration

Some of the integration applications on the [Integrations] tab are internal applications that you should not rundirectly. Instead, other "parent" integration applications run these internal applications.

TIP: To view the internal integration applications, click the Filter icon ( ) at the top right of the [Integrations]tab and select Show Hidden Integrations. Internal integration applications are hidden by default.

ServiceNow Default Integrat ion Applicat ions

The following integration applications are included with the ServiceNow integration:

l Cache ServiceNow CI Entries. Reads all existing ServiceNow Configuration Items (CIs) from a remoteServiceNow system and writes them to a cache.

l Cache ServiceNow CIs and ScienceLogic Device Classes. Reads all existing SL1 device classes andServiceNow Configuration Items (CIs) and writes them to a cache.



l Clean Snow Interface Cache. Clears the cache of all ServiceNow interface-related entries of a specifiedregion. If no region is provided, this application clears the cache for all SL1 entries.

l Create or Update ServiceNow Incident from ScienceLogic Event. Reads SL1 events and creates (ifneeded) or updates the corresponding ServiceNow Incident.

l Fetch all EM7 Devices. Gets all devices from SL1.

l Generate Required CI Relations for ServiceNow. Uses the desired mappings dictionary and determinesthe required relationships for ServiceNow.

l IS Backup. Creates a backup file of the Couchbase database used by the Integration Service and sends thefile to a remote location.

l IS Restore. Restores a Couchbase backup file that was created up with the "IS Backup" integrationapplication.

l IS System Diagnostics. Displays a report of platform diagnostics for the services used by the IntegrationService.

l Poll Discovery Sessions. Loads and pulls Discovery sessions and processes Active Directory sessions.

l Pre-Discovery Sync. Runs the following integration applications as part of Discovery:

l Sync Collector Groups from SL1 to ServiceNow

l Sync Device Groups from SL1 to ServiceNow

l Sync Credentials from SL1 to ServiceNow

l Sync Device Templates from SL1 to ServiceNow

l Sync Organizations from SL1 to ServiceNow

l Sync Virtual Device Classes from SL1 to ServiceNow

l Sync Collectors from SL1 to ServiceNow

l Process Discovery Session Requests. Pulls Discovery session requests from ServiceNow and creates aDiscovery session in SL1.

l ScienceLogic to ServiceNow Device Sync using GraphQL. Collects all required data from ServiceNowand SL1 using GraphQL, and then runs multiple CI syncs for each device to be synced.

l ScienceLogic to ServiceNow Interface Sync. Collects interface data from ServiceNow and SL1, and thenruns multiple CI syncs for each interface to be synced.

l Sync Hardware Models from SL1 to ServiceNow. Pulls hardware model values from SL1 and syncs toServiceNow.

l Sync Maintenance from ServiceNow to SL1. Performs maintenance of synced devices in ServiceNow andSL1.

l Sync Manufacturers from SL1 to ServiceNow. Pulls manufacturer values from SL1 and syncs toServiceNow.

l Sync Organizations from SL1 to ServiceNow. Pulls organizations from SL1 and syncs to ServiceNow.

l Sync ServiceNow Incident State to ScienceLogic Event. Clears or updates SL1 events when the relatedServiceNow Incident is updated.

l Template App. Application template for creating integration applications.

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l Update ServiceNow Incident when ScienceLogic Event is Acknowledged. Updates the syncedServiceNow incident when the corresponding SL1 event is acknowledged.

l Update ServiceNow Incident when ScienceLogic Event is Cleared. Updates the synced ServiceNowIncident when the corresponding SL1 event is cleared.

Internal Integrat ion Applicat ions

The following integration applications are "internal" applications that should not be run directly, but areautomatically run by applications from the previous list:

l Bulk Update ScienceLogic Events. Bulk updates SL1 events with a given payload.

l Cache ScienceLogic Devices using GraphQL. Reads all existing SL1 and ServiceNow devices and writesthem to a cache using GraphQL.

l Cache SL1 Interfaces. Reads all existing SL1 and ServiceNow network interfaces and writes them to acache.

l Cancel Maintenance. Cancels a scheduled maintenance in SL1.

l Clear ServiceNow Device Cache. Clears the cache of all ServiceNow device-related entries of a specifiedSL1 ID. If no SL1 ID is provided, this application clears the cache for all SL1 entries.

l Create Discovery Session in ScienceLogic. Creates and starts a Discovery session in ScienceLogic andupdates the ServiceNow service request.

l Create Maintenance. Creates a maintenance schedule in SL1.

l Create ServiceNow CI. Creates a new ServiceNow CI with a mappings dictionary, but does not attempt tolook up new interfaces.

l Create Virtual Device in ScienceLogic. Creates a virtual device in SL1 and updates the Requested Item(RITM) value.

l Modify Maintenance. Updates a scheduled maintenance in SL1

l Post Company/Org Updates. Posts company or organization updates to ServiceNow or SL1.

l Post New Company to ServiceNow. Posts new companies to ServiceNow.

l Post NewOrganization to ScienceLogic. Posts new organizations to SL1.

l Post to u_silo_request table in ServiceNow. Posts discovery-related data to ServiceNow.

l Pull and Post Discovery Logs. Pulls Discovery session logs from SL1 and posts updates to ServiceNow.

l RemoveMaintenance. Removes a scheduled maintenance in SL1.

l Schedule Maintenance. Creates a scheduled maintenance in SL1.

NOTE: The ServiceNow integration also includes one default configuration on the [Configurations] tab:"Test Host Settings", which contains host information for testing.



Monitoring the Integration Service

You can use a number of ScienceLogic PowerPacks to help you monitor the health of your Integration Servicesystem. This section describes those PowerPacks and additional resources and procedures you can use to monitorthe components of the Integration Service.

PowerPacks for Monitoring Elements of the Integrat ion Service

You can download the following PowerPacks from the ScienceLogic Customer Portal to help you monitor yourIntegration Service system:

l ScienceLogic: Integration Service PowerPack. This PowerPack monitors the state of tasks running on theIntegration Service. This PowerPack alerts users on SL1 if an application on the Integration Service fails. ThisPowerPack lets you monitor the status of your integration applications, and based on the events generated bythis PowerPack, you can diagnose why applications failed on the Integration Service.

l Docker PowerPack: This PowerPack monitors the Docker containers, services, and Swarm that managesthe Integration Service containers. This PowerPack also monitors the Integration Service when it is configuredfor High Availability. Use version 103 or later of the Docker PowerPack to monitor Integration Serviceservices in SL1.

l CouchbasePowerPack: This PowerPack monitors the Couchbase database that the Integration Service usesfor storing the cache and various configuration and application data. This data provides insight into the healthof the databases and the Couchbase servers.

l ServiceNow Base Pack PowerPack: This PowerPack queries ServiceNow using REST to get informationabout a ServiceNow instance. This PowerPack contains Run Book Automations for the Incident moduleintegration and two Dynamic Applications that monitor the Incident and CMDB ServiceNow tables. The"ServiceNow: Incident Metrics" Dynamic Application retrieves information about incident types, priorities, andstates. The "ServiceNow CMDBConfiguration" Dynamic Application gathers data about all ServiceNowConfiguration Items (CIs) in the CMDB that are being synced by the Integration Service, including an overallcount. This CI Count value is used for billing purposes. Additionally, the "ServiceNow Open Incidents"dashboard displays a view of the information in the ServiceNow Incident table.

For more information about installing and using the ServiceNow Base Pack PowerPack, see Using SL1 toMonitor ServiceNow.

For more information about installing and using the ScienceLogic: Integration Service PowerPack, see theMonitoring the Integration Servicemanual.

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https://portal.sciencelogic.com/portal/powerpacks

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Integrat ion Service System Diagnost ics

The "IS System Diagnostics" integration application lets you view platform diagnostics for the Integration Service.You can use the information displayed in these diagnostics to help you troubleshoot issues with the different toolsused by the Integration Service.

Running the "IS System Diagnostics" integration application in the Integration Service user interface generates areport that you can access on the [Reports] tab:

This diagnostic report displays overall Integration Service settings, such as the Integration Service version, Dockerversion, kernel version, hostname, cluster settings, scheduled applications, CPU and memory statistics, installationdate, and cache information.

TIP: If you are using a specific integration application that you want to monitor with the "IS System Diagnostics"integration application, click the [Configure] button and type the name of that integration application inthe incident_create_app field of the Configuration pane.



Integrat ion Service Endpoints

This section provides additional technical details about monitoring the Integration Service. The followinginformation is also available in the PowerPacks listed above.

Flower API

The following Flower API endpoints return data about the Flower tasks, queues, and workers. The tasks endpointreturns data about task status, runtime, exceptions, and application names. You can filter this endpoint to retrieve asubset of information, and you can combine filters to return a more specific data set.

/flower/api/tasks. Retrieve a list of all tasks.

/flower/api/tasks?app_id={app_id}. Retrieve a list of tasks filtered by app_id.

/flower/api/tasks?app_name={app_name}. Retrieve a list of tasks filtered by app_name.

/flower/api/tasks?started_start=1539808543&started_end=1539808544. Retrieve a list of all tasksreceived within a time range.

/flower/api/tasks?state=FAILURE|SUCCESS. Retrieve a list of tasks filtered by state.

/flower/api/workers. Retrieve a list of all queues and workers

To view this information in the Flower user interface navigate to <hostname_of_integration_service_system>/flower.

For more information, see the Flower API Reference.

NOTE: If you use the ScienceLogic: Integration Service PowerPack to collect this task information, thePowerPack will create events in SL1 if a Flower task fails.

Couchbase API

The following Couchbase API endpoints return data about the Couchbase service. The pools endpoint representsthe Couchbase cluster. In the case of the Integration Service, each node is a Docker service, and bucketsrepresent the document-based data containers. These endpoints return configuration and statistical data abouteach of their corresponding Couchbase components.

<hostname_of_integration_service_system>:8091/pools/default. Retrieve a list of pools and nodes.

<hostname_of_integration_service_system>:8091/pools/default/buckets. Retrieve a list of buckets.

To view this information in the Couchbase Administrator user interface, navigate to <hostname_of_integration_service_system>:8091.

For more information, see the Couchbase API Reference.

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https://docs.couchbase.com/server/5.5/rest-api/rest-endpoints-all.html

https://docs.couchbase.com/server/5.5/rest-api/rest-endpoints-all.html

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NOTE: You can also use the Couchbase PowerPack to collect this information.

Docker Sta ti st ics

You can collect Docker information by using SSH to connect to the Docker socket. You cannot currently retrieveDocker information by using the API.

To collect Docker statistics:

1. Use SSH to connect to the Integration Service instance.

2. Run the following command:

curl --unix-socket /var/run/docker.sock http://docker<PATH>

where <PATH> is one of the following values:

l /info

l /containers/json

l /images/json

l /swarm

l /nodes

l /tasks

l /services

NOTE: You can also use the Docker PowerPack to collect this information.

Integrat ion Service Log Files

Use the following procedures to help you locate and understand the contents of the various log files related to theIntegration Service.

Accessing Docker Log Fi les

The Docker log files contain information logged by all containers participating in the Integration Service. Theinformation below is also available in the PowerPacks listed above.

To access Docker log files:


2. Run the following Docker command:

docker service ls



3. Note the Docker service name, which you will use for the <service_name> value in the next step.

4. Run the following Docker command:

docker service logs -f <service_name>

Accessing Local Fi le System Logs

The local file system logs display the same information as the Docker log files. These log files include debuginformation for all of the Integration Service integration applications and all of the Celery worker nodes.

To access local file system logs:


2. Navigate to the /var/log/iservices directory to view the log files.

Understanding the Contents of Log Fi les

The pattern of deciphering log messages applies to both Docker logs and local log files, as these logs display thesame information.

The following is an example of a message in a Docker log or a local file system log:

"2018-11-05 19:02:28,312","FLOW","12","device_sync_sciencelogic_to_servicenow","ipaas_logger","142","stop Query and Cache ServiceNow CIs|41.4114570618"

You can parse this data in the following manner:

'YYYY-MM-DD' 'HH-MM-SS,ss' 'log-level' 'process_id' 'is_app_name' 'file' 'lineOfCode''message'

To extract the runtime for each individual task, use regex to match on a log line. For instance, in the aboveexample, there is the following sub-string:

"stop Query and Cache ServiceNow CIs|41.4114570618"

Use regex to parse the string above:

"stop …… | …"

where:

l Everything after the | is the time taken for execution.

l The string between "stop" and | represents the step that was executed.

In the example message, the "Query and Cache ServiceNow CIs" step took around 41 seconds to run.

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Incident Sync Integration

Chapter

2Incident Sync Integration

Overview

This chapter describes the ScienceLogic integration with the ServiceNow Incident Management Module. Thisintegration automatically logs, de-duplicates, correlates, updates, and appends ServiceNow Incidents, reducingthe amount of time to resolve critical service issues. This integration covers the entire Incident life cycle, providing abi-directional integration between SL1 events and ServiceNow Incidents, while providing a granular view into boththe event and the associated Incident.


Installing the ScienceLogic Update Set in ServiceNow 15

Installing the ServiceNow Base Pack PowerPack in SL1 17

Event Data Flow: Integration Service to ServiceNow 18

Event Data Flow: SL1 to Integration Service 20

Validating Network Communications 21

Creating a ServiceNowGroup 23

Creating an Integration Service Credential 26

Incident Sync Setup 27

Configuring Run Book Automation 30

Aligning Run Book Action Snippet Credentials 31

Viewing Incidents and Events 37

Hyperlinking Events 38

Viewing the Incident Import Table in ServiceNow 39

ServiceNow, ScienceLogic Event, and Incident Priority Matrix 41

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Adding Additional Fields to the TransformMap 44

Installing the ScienceLogic Update Set in ServiceNow

NOTE: For information about version and installation prerequisites for the Incident Sync Integration Solution,see the Introduction chapter.

The ScienceLogic Update Set for ServiceNow is the only component that you must install on the ServiceNowinstance. An update set is an XML file containing a group of customizations that can be moved from oneServiceNow instance to another.

NOTE: The Integration Service requires version 1.8.0 or later of the ScienceLogic Update Set.

Retrieve the update set from your ScienceLogic representative and download the file. To download the set to yourcomputer, click the file name for the update set XML file. Please note that there are two update sets to choose from,depending upon your configuration:

l If you upgraded from SyncServer to the Integration Service, use update set ScienceLogic 3.x to IntegrationService - 1.8.0.xml. If you upgraded from a version of SyncServer before version 3.1.28, you might want toupgrade your update set to 3.1.28 using ScienceLogic 3.1.28 for SyncServer.xml before usingScienceLogic 3.x to Integration Service - 1.8.0.xml.

l If you have only used the Integration Service, use update set ScienceLogic ServiceNow Integration -1.8.0.xml.

NOTE: To ensure that incidents are linked to Configuration Items (CIs), you must run the "ScienceLogic ToServiceNow Device Sync using GraphQL" integration application on a fresh Integration Servicesystem at least twice before running Incident Sync.

To install the ScienceLogic Update Set in ServiceNow:

1. Log in to ServiceNow as an administrator, then navigate to System Update Sets > Retrieved Update Setson the left menu.

2. Click Import Update Set from XML.



3. Click the [Choose File] button, then navigate to the update set XML file you downloaded. Select the XML fileand click [Upload].

4. After the file is imported, the Retrieved Update Sets page appears. Click the ScienceLogic update set andthen click [Preview Update Set].

5. After the preview set runs, a status page appears. "Success" appears in the Completion code field.

WARNING: If "Success" does not appear in the Completion code field, contact ScienceLogic Support toassist with reviewing any conflicts that might exist. Do not proceed until all conflicts are resolvedand "Success" appears in the Completion code field.

6. Click Commit Update Set to apply the changes in the update set to your ServiceNow system. AScienceLogic option is added to the ServiceNow left menu.

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Installing the ServiceNow Base Pack PowerPack in SL1

For the ScienceLogic ServiceNow Incident Sync integration solution, you must install the most recent version of theServiceNow Base Pack PowerPack.

NOTE: If you are upgrading from SyncServer, you must disable the old SyncServer Run Book Actions and RunBook Automation policies before installing the new ServiceNow Base Pack PowerPack.

To install the ServiceNow Base Pack PowerPack:

1. Log in to SL1 as an administrator, then go to the PowerPack Manager page (System >Manage >PowerPacks).

2. Click the [Actions] button and select Import PowerPack.

3. Click the [Browse] button and navigate to the ServiceNow Base Pack PowerPack file.

4. Select the PowerPack file and click [Import]. The PowerPack Installermodal page displays a list of thePowerPack contents.

5. Click the [Install] button. After the installation is complete, the ServiceNow Base Pack PowerPack appearson the PowerPack Manager page.

TIP: By default, installing a new version of a PowerPack overwrites all content in that PowerPack that hasalready been installed on the target system. You can use the Enable Selective PowerPack FieldProtection setting in the Behavior Settings page (System > Settings > Behavior) to prevent newPowerPacks from overwriting local changes for some commonly customized fields. For more information,see the System Administration manual.

For more information about installing and using the ServiceNow Base Pack PowerPack, see Using SL1 toMonitor ServiceNow.

For more information about installing and using the ScienceLogic: Integration Service PowerPack, see theMonitoring the Integration Servicemanual.



Event Data Flow: Integration Service to ServiceNow

The following chart and steps illustrate the event data flow from the Integration Service to a ServiceNow instance:

1. Workers are subscribed to the Integration Service task queue.

2. When a new event to be synced is placed in the Integration Service task queue, it is assigned and pushed to aworker.

3. The worker processes and transforms the necessary SL1 event data into a ServiceNow incident and POSTsthe incident to the ServiceNow endpoint.

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l If the resulting status code matches the expected status code for the request, the original message isacknowledged and removed from the queue.

l If the worker crashes while processing the event, the queue senses the unexpected disconnect, andthe same event message is re-delivered to a new worker.

NOTE: The above results are performed through the "late acknowledgment" of tasks. With this settingenabled, an Integration Service worker will not remove a message from the queue until the messagehas been fully processed by the worker. This setting can be enabled or disabled with the environmentvariable "task_acks_late".

4. If ServiceNow responds with an unexpected status code when POSTing the incident, the message will beplaced back in the queue with specified re-try parameters.

NOTE: You can configure re-try parameters on a per-task basis. You may want to manually alter your re-tryparameters for tasks depending on the action the task is taking. The configuration of retries includesthe maximum number of times a task is retried after consistently failing, and the delay length betweenretries.



Event Data Flow: SL1 to Integration Service

The following chart and steps illustrate the event data flow from SL1 to the Integration Service:

1. Through a Run Book Automation, SL1 identifies an event that should be synced to ServiceNow.

2. A Run Book Action executes a POST action to the Integration Service API to let the Integration Service knowthat an integration should be run to sync the event.

l If the Run Book Action is successful and the POST responds with a 200, then the event data is stored inthe Integration Service queue for syncing.

l If the POST does not respond with a 200, then the Run Book Action inserts the missed event into atable in the SL1 database so that it can be retrieved later.

3. In parallel, a scheduled Integration Service event continuously checks the SL1 database for any missedevents. If any missed events are found, they will be pulled from the database and inserted into the IntegrationService queue.

NOTE: The Integration Service queue is persistently saved to disk, so if the Integration Service stopsunexpectedly, any events that existed in the queue prior to the failure will still exist in the queue afterthe Integration Service is running again.

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4. Missed are not removed from the SL1 database until after they are inserted into the Integration Servicequeue.

Validating Network Communications

All communication between SL1 and ServiceNow is done through TCP port 443. To allow communicationbetween SL1 and ServiceNow, the SL1 Database Server, Data Collector, or All-In-One Appliance must haveexternal access to the ServiceNow instance. No inbound TCP ports are required to be open to the SL1 server.Outbound communication may use NAT or be direct.

NOTE: All firewall session-limiting policies must be disabled. If firewall session-limiting policies are enabled,HTTPS requests might be dropped by the firewall, resulting in data loss. Check with your security orfirewall administrator to make sure there are no session limiting policies on TCP port 443 for your SL1servers.

Checking DNS

Because ServiceNow is a cloud-based service, DNS must be configured on all SL1 servers that communicate withyour ServiceNow instance.

NOTE: ServiceNow instances are generally named as: your-instance.service-now.com, where your-instance is the name of your ServiceNow server. The examples below usemycompany.service-now.com. Your instance name will be unique to your subscription.

To validate that your SL1 server has proper DNS name resolution configured, test network connectivity and nameresolution using the nmap command, which is available from the command line of any SL1 server:

nmap -sT -p 443 mycompany.service-now.com

If the test was successful, you will see a message similar to the following:

Starting Nmap 5.51 ( http://nmap.org ) at 2013-11-12 20:22 UTCNmap scan report for mycompany.service-now.com (199.91.136.100)Host is up (0.067s latency).PORT STATE SERVICE443/tcp open https

If domain name resolution fails, you will see a message similar to:

Failed to resolve given hostname/IP: mycompany.service-now.com.



Checking HTTPS and JSON

You can administer a simple test to determine if the ServiceNow JSON Plug-in web service is configured andoperating using the Basic Authentication method on your ServiceNow instance. To do so, run the followingcommand from the ScienceLogic Central Database or All-In-One Appliance:

NOTE: In the example below, replace the admin:admin username and password key/value pair with yourServiceNow administrator username and password and mycompany.service-now.com with yourServiceNow instance name.

curl --location -vu admin:admin -H "Accept: application/json" -H "Content-Type:application/json"'https://mycompany.service-now.com/api/now/table/incident'

If not successful, the following message appears:

HTTP/1.1 401 Unauthorized

If successful, a JSON encoded string starting with the "result" variable appears:

{"result":[{"upon_approval":"","location":"1083361cc611227501b682158cabf646",….

HTTP Codes

HTTP codes are necessary for identifying specific problems. The following table lists typical HTTP codes that mightoccur when testing the ServiceNow JSONWeb Service.

Code Definition

401 Unauthorized. Check that the username and password are correct and properly formatted.

403 Forbidden. ServiceNow understood the request, but either the URL is incorrect, or the user accountdoes not have permission to see the requested object.

404 The ServiceNow server has not found anything matching the requested URL. Check to make sure thereis data in the target table.

200 Success.

201 Success. Data is posted.

TIP: For more information about the ServiceNow JSONWeb Service and the Table API, seehttp://wiki.servicenow.com/index.php?title=Table_API. If you continue to have problems, please contacteither ScienceLogic or ServiceNow customer support.

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Creating a ServiceNow Group

For best practice and security, create a dedicated ServiceNow account that has restricted access to only thegroups, access control lists (ACLs), and roles needed for ScienceLogic incident management.

To create a ServiceNow Account for ScienceLogic Incident management:

1. In ServiceNow, go to the Groups page (User Administration > Groups).

2. Click [New]. ANew record page appears.

3. In the New record page, type the group name and any additional information. Name is the only requiredfield.

4. Right-click the Group bar and click Save to save the record.

5. At the bottom of the Group form, select the [Roles] tab and click [Edit].



6. Search for ScienceLogic Admin and move it to the right-hand column using the arrow buttons. Click [Save].

When finished, your Group will have an assigned Role:

Creating a ServiceNow User

To create a ServiceNow Account for ScienceLogic Incident management:

1. In ServiceNow, go to the Users page (User Administration > Users).

2. Click [New].

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3. In the New record page, complete the following fields:

l User ID. Type a user ID.

l First Name. Type the user's first name.

l Last Name. Type the user's last name.

l Password. Type a password.

l Active. Select this checkbox.

l Web Service Access Only. Select this checkbox.

l Time Zone. SelectGMT.

l Date Format. Select System (yyyy-MM-dd).

4. Right-click the header and click Save to save the user.

5. Select the [Groups] tab at the bottom of the record.

6. Find the group you created previously and move the group to the right-hand column using the arrow buttons.Click [Save].



After the user has been added to the group, you should see their Roles and Groups in their record:

NOTE: See the Create a User page of the ServiceNow Product Documentation for more information oncreating a ServiceNow user account.

Creating an Integration Service Credential

To configure SL1 to communicate with ServiceNow, you must first create a SOAP/XML credential. This credentialallows the Run Book Automation scripts and the Dynamic Applications in the ServiceNow Base Pack PowerPack toconnect with your ServiceNow instance. An example SOAP/XML credential that you can edit for your own use isincluded in the ServiceNow Base Pack PowerPack.

To create a SOAP/XML credential to access the Integration Service:

1. Go to the Credential Management page (System >Manage > Credentials).

2. Locate the ServiceNow RBA - Example credential, then click its wrench icon ( ). The Edit SOAP/XMLCredentialmodal page appears.

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3. Complete the following fields:

l Profile Name. Type a new name for the ServiceNow credential.

l Content Encoding. Make sure text/xml is selected.

l Method. Make sure POST is selected.

l HTTP Version. SelectHTTP/1.1.

l URL. Type the URL for your Integration Service instance.

l HTTP Auth User. Type the username of your Integration Service instance.

l HTTP Auth Password. Type the password of your Integration Service instance.

l Timeout. Type "5".

4. Click [Save As].

5. When the confirmation message appears, click [OK].

Incident Sync Setup

To configure Incident Sync, you will need to create a new configuration file in the Integration Service user interfaceand align that configuration file to the relevant integration applications that are triggered by the Run Book Actions inSL1. The configuration file supplies the login credentials to execute the steps for the integration applications.



For more information about creating a configuration file in the Integration Service, see the "ManagingConfigurations" chapter in the Integration Service Platformmanual. You can use the "Test Host Settings"configuration file as a template for your new configuration file.

NOTE: These integration applications should only be triggered by a Run Book Action from SL1. Do not clickthe [Run Now] button for these applications in the Integration Service user interface.

1. Log in to the Integration Service user interface with the username isadmin and the password that you setduring installation.

2. For the following integration applications, you must "align" the configuration file to run with that application:

l "Create or Update ServiceNow Incident from ScienceLogic Event"

l "Sync ServiceNow Incident State to ScienceLogic Event"

l "Update ServiceNow Incident when ScienceLogic Event is Acknowledged"

l "Update ServiceNow Incident when ScienceLogic Event is Cleared"

3. Open the first integration application and click the [Configure] button. The Configurations pane for thatapplication appears.

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4. From the Configurations drop-down, select the configuration file you created and click [Save] to align thatconfiguration with the integration application:

NOTE: The values for eventDetails and the other parameters that appear in the Configuration pane arepopulated either by the configuration you aligned with the integration application or by the Run BookAction. Do not modify these values. If you encounter an error, make sure your Run Book Action isconfigured properly.

5. Repeat steps 3 to 4 for all of the integration applications listed in step 2.

NOTE: The "Sync ServiceNow Incident State to ScienceLogic Event" application does not have an associatedRun Book Action that triggers Incident Sync. You must schedule this application to run every minute, orto a time suitable for your requirements. You can use a cron job to trigger this schedule, or you canuse the Integration Service user interface to schedule the application.



Configuring Run Book Automation

You can configure Run Book Automation to ensure that whenever SL1 detects an event, a corresponding incidentis created or updated in ServiceNow.

SL1 features three Run Book Action policies that facilitate this process:

l ServiceNow: Add/Update Incident

l ServiceNow: Event Acknowledged

l ServiceNow: Event Cleared

Each Run Book Action policy calls a single action in SL1. Ensure that the integration application points to therelevant SL1 system and ServiceNow instance. The action then calls an integration application on the IntegrationService that determines the workflow to execute.

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Events in SL1 frequently occur and resolve due to fluctuations in the network and other changing conditions.However, the Run Book Action policies above use a de-duplication algorithm whereby only a single openServiceNow incident exists per device. Therefore, if a device already has an existing ServiceNow incident, thefollowing updates are made to the ServiceNow incident record:

l The "Work Notes" activity log in the incident record is updated with information about the secondary event(s).

l If a secondary event is of a higher severity than the event that originally created the ServiceNow incident, thenthe Impact, Urgency, and Priority fields are updated automatically in the ServiceNow incident record. If thesecondary event is of a lesser severity, those fields are not updated.

l If an event is cleared in SL1 and then later reoccurs before the incident has been "Closed" in ServiceNow,then the subsequent events appear in the original ServiceNow incident record for that device. If an incidentrecord has been "Closed," then ServiceNow will create a new incident record when a cleared event reoccursin SL1.

l By default, if an event is acknowledged in SL1, the ServiceNow incident record will be updated with the worknotes and the acknowledging user. Clearing a ScienceLogic event will move the ServiceNow incident recordstate to "Resolved". If all ScienceLogic events associated with a ServiceNow incident record are clear, theServiceNow incident record will, by default, move to a "Resolved" state.

NOTE: You can edit the Run Book Action Snippet code to adjust the behavior for changing states when anSL1 event is acknowledged or cleared.

Aligning Run Book Action Snippet Credentials

The Run Book Automation policy is initially aligned to an example credential. You will need to align the previouslycreated credential to the Run Book Action.

Enabling Run Book Act ion Polic ies

The ServiceNow Run Book Action policies are disabled on SL1 by default. To enable them, you must enable andalign the ServiceNow credential to each policy.

To enable Run Book Action policies:

1. Log in to your ScienceLogic Administration Portal as an administrator, and then go to the Action PolicyManager page (Registry > Run Book > Actions).

2. Locate the ServiceNow: Add/Update/Clear Incident policy and click its wrench icon ( ).



3. The Action Policy Editor page appears. Complete the following fields:

l Action State. Select Enabled.

l Snippet Credential. Select the credential that you created in the section Creating an IntegrationService Credential.

l Snippet Code. If you want to customize the Run Book Action script, make changes as necessary. Formore information, see the section Customizing Run Book Action Policies.

4. Click [Save].

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Customizing Run Book Act ion Polic ies

You can customize several default values that are embedded into the SL1 Run Book Action snippets forServiceNow.

To edit Run Book Action snippets:

1. Log in to your SL1 Administration Portal as an administrator and go to the Action Policy Manager page(Registry > Run Book > Actions).

2. Click the wrench icon ( ) of the Run Book Action you want to edit. The Policy Editormodal page appears:

3. Edit the Snippet Code as necessary, using the information that follows as a guide. When you are finished,click [Save].

CAUTION: ScienceLogic Run Book Action snippets are written in Python. In the event of a syntax error, thepolicies will no longer run. As a result, you must ensure that all edits adhere to Python standards.

TIP: True and False options are case-sensitive and must not contain quotes.



Customizing the "Add/Update/Clear Incident" Run Book Action Script

NOTE: Previous SyncServer users had three separate Run Book Action scripts for add/update, acknowledge,and clear. These have been rolled into a single Run Book Action in the Integration Service, but thereare still three Run Book policies.

You can customize the following items in the "ServiceNow: Add/Update/Clear Incident" Run Book Action snippetcode:

l CORRELATION_TYPE = 5

o This is an integer value and possible values are 1, 2, 3, 4, 5, or 6. Default value is 5.

o All RBA Scripts should use the same value, otherwise correlation will fail.

o 1 = Correlate all duplicate incidents by SL1 ID only.

o 2 = Correlate all duplicate incidents by Event Policy ID only.

o 3 = Correlate all duplicate incidents by device ID only.

o 4 = Correlate all duplicate incidents by Interface ID only. NOTE: This correlation requires that theScienceLogic event has an interface aligned. If there is no interface aligned to the event, the returnedInterface ID will be 0.

o 5 = Correlate all duplicate incidents by device ID and Event Policy ID.

o 6 = Correlate all duplicate incidents by device ID, Event Policy ID, and Event Sub Entity ID.

l NEW_SNOW_STATE = 1


o 1 = Incident state is "New".

o 2 = Incident state is "In Progress".

o 3 = Incident state is "On Hold".

o 6 = Incident state is "Resolved".

o 7 = Incident state is "Closed".

o 8 = Incident state is "Canceled".

l ACK_SNOW_STATE =

o This is an integer value and possible values are 1, 2, 3, 6, 7, or 8. There is no default value.




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l CLEAR_SNOW_STATE = 6








l You can use the following Passthrough Dictionaries to pass hard-coded mappings through the IntegrationService to ServiceNow.

o NEW_PASSTHROUGH= {}

o ACK_PASSTHROUGH= {}

o CLEAR_PASSTHROUGH= {}

l A hard-coded value for the variable EM7_ID must be set to uniquely identify the ScienceLogic instance. Thiscan be used for domain separation.

o EM7_ID= "EM71"

l You can set the assignment group that New, Acknowledged, and Cleared incidents are mapped to. Todisable this feature, ensure no values are set. Once an incident is created, the assignment group value willnot be changed by the Run Book Action. To assign an assignment group, set the variable value to the sys_idof the ServiceNow Assignment Group.

o NEW_ASSIGNMENT_GROUP

o ACK_ASSIGNMENT_GROUP

o CLEAR_ASSIGNMENT_GROUP

Customizing Logging on Run Book Action Script

You can customize the following logging-related items in the ServiceNow Run Book Action snippet code:

l logfile = /data/tmp/ServiceNow_add_update_clear_incident.log

o Location for Logging output.

o Will be created if it does not exist.

o Will be appended with each RBA job.

o Is case-sensitive.



l do_debug_logging = True

o True is on, False is off.

o Is case-sensitive.

o For troubleshooting, these can be enabled or changed.

o Writes logs to /data/tmp/servicenow_rba.log.

Enabling Run Book Automation Polic ies

After you have enabled the ServiceNow Run Book Action policies, you must enable the corresponding ServiceNowRun Book Automation policies.

To enable the ServiceNow Run Book Automation policies:

1. Log in to your SL1 Administration Portal as an administrator, and then go to the Automation PolicyManager page (Registry > Run Book > Automation).

2. Locate the ServiceNow: Add/Update Incident policy and click its wrench icon ( ).

3. The Automation Policy Editor page appears. Update the following fields:

l Policy State. Select Enabled.

l Policy Priority. SelectHigh to ensure that this Integration Service automation policy is added to the topof the queue.

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l Available Actions. If it is not already selected, select the corresponding ServiceNow Run Book Actionpolicy.

TIP: By default, the automation policy will create ServiceNow incidents for all devices. You can limit thedevices affected by making changes to theOrganization, Severity,Match Logic, Aligned Devices,and/or Aligned Events fields.

WARNING: ScienceLogic highly recommends that you do not make changes to the Policy Type, RepeatTime, or Align With fields or the And event is NOT acknowledged setting.

4. Click [Save].

5. Repeat steps 2-4 for the ServiceNow: Event Acknowledged and ServiceNow: Event Cleared Run BookAutomation policies.

Viewing Incidents and Events

To view SL1-created incidents in ServiceNow, go to the Incidents page (Incident >Open) in the ServiceNowapplication. All SL1 incidents use the event message from the SL1 event console as the incident description inServiceNow.

For more information about ServiceNow incident management, seehttps://wiki.servicenow.com/index.php?title=Incident_Management.


https://wiki.servicenow.com/index.php?title=Incident_Management


SL1 and ServiceNow use slightly different methods for designating the severity or priority of an event/incident. Tohandle the conversion, a transformation script that translates SL1 event severity into the following ServiceNowImpact, Urgency, and Priority fields automatically deploys with the ScienceLogic Update Set:

SL1 ServiceNow

Event Severity Impact Urgency Priority

Critical High High Critical

Major High Medium High

Minor Medium Medium Moderate

Notice Low Medium Low

If a secondary event for the same SL1 device occurs and it has a higher severity level than the existing ServiceNowincident, the ServiceNow incident automatically updates to indicate the severity change. If a secondary event has alower severity level, then the severity is not updated.

When SL1 Run Book Automation creates a ServiceNow incident, the "Working Notes" activity log is updated eachtime an action occurs with the incident. The following example illustrates that the initial event that created theServiceNow incident was of Major severity. Minutes later, a Critical event occurred and the incident updatedaccordingly. Minutes later, the event was acknowledged in SL1 and the incident state was then set to "active,"letting ServiceNow users know that the problem is being researched.

Hyperlinking Events

Both ServiceNow and SL1 provide mechanisms for hyperlinking to multiple active events and incidents. Thissection describes those processes.

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ServiceNow Hyperlinking

In ServiceNow, each incident created by SL1 includes a ScienceLogic URL field with a hyperlink back to the SL1event:

By default, the ScienceLogic URL field does not appear on the incident form. To add the link:

1. In SL1, go to the Behavior Settings page (System > Settings > Behavior).

2. In the Interface URL field, enter the URL of your ScienceLogic system.

The ScienceLogic URL link is dynamic to the actively aligned SL1 event. Because of this, the link might changemultiple times during the life cycle of a ServiceNow incident.

For instance, if the event is cleared or resolved in SL1, the ScienceLogic URL is removed because the event nolonger exists in the SL1 Event Console. If a duplicate or correlated event is later detected and aligned with theServiceNow incident, the link will be updated to match the new SL1 event.

Viewing the Incident Import Table in ServiceNow

Each time SL1 creates or changes an incident in ServiceNow, data is inserted into a temporary import table on theServiceNow system. This table displays all inbound data from SL1 and is a useful tool to determine what data isbeing sent and imported. The incident import table is created automatically when you install the ScienceLogicUpdate Set.



To view the data and the status of the import process, in ServiceNow, go to the ScienceLogic Events page(ScienceLogic > Import Tables > Incident Import):

You can view a complete audit of all import data and transforms by going to the Transform Histories page(System Import Sets > Advanced > Transform History):

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ServiceNow, ScienceLogic Event, and Incident Priority Matrix

By default, when SL1 triggers an event, it is sent to ServiceNow through the Integration Service. The followingmappings are currently in place for SL1 events to Incidents in ServiceNow:

SL1 Event SNOW Priority

Critical P2

Major P3

Minor P4

A transformation script that translates the SL1 event severity into the ServiceNow Impact, Urgency, and Priorityfields automatically deploys with the ScienceLogic Update Set.

By default, the Priority field is read-only and must be set by selecting the Impact andUrgency values.

Priority is calculated according to the following data lookup rules:

Impact Urgency Priority

1 - High 1 - High 1 - Critical

1 - High 2 - Medium 2 - High

1 - High 3 - Low 3 - Moderate

2 - Medium 1 - High 2 - High

2 - Medium 2 - Medium 3 - Moderate

2 - Medium 3 - Low 4 - Low

3 - Low 1 - High 3 - Moderate

3 - Low 2 - Medium 4 - Low

3 - Low 3 - Low 5 - Planning



To edit the transform script:

1. Go to your ServiceNow instance and search for "Transform Map".

2. Under Administration > Transform Maps, select the "ScienceLogic Incident" map.

3. In the Transform Scripts tab, open theOnBefore transform script with theOrder of 200.

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4. Edit the Impact and Urgency in the following code, as needed:

//Setting impact and urgency off Event Severity on the import table.switch(source.u_event_severity.toString()){

case '1': //Sciencelogic Event (Critical)impact = 1;urgency = 2;break;

case '2': //Sciencelogic Event (High)impact = 2;urgency = 2;break;

case '3': //Sciencelogic Event (Minor)impact = 2;urgency = 3;break;

case '4': //Sciencelogic Event (Notice)impact = 3;urgency = 3;break;

default:break;

}

For example, if you want to raise a P1 from a Critical event, you would set it as impact=1 and urgency=1.

Alternatively, using the defaults provided in the SL1 transform script, you can add a business rule whichautomatically changes the Priority to a custom preset.



Adding Additional Fields to the Transform Map

If you require additional mandatory fields to be filled out to resolve an incident, you can add those fields to thetransform map. For example, if you require four mandatory fields in the ServiceNow Incident—AssignmentGroup, IT Service, Service Component, andDescription—to be filled out before that incident can be resolvedin SL1, you would perform the following steps:

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To add an assignment group:

1. Navigate toUser Administration > Groups.

2. Select the assignment group you want to add. Right-click on the gray task bar at the top and elect Copy sys_id.

3. Go to the "ServiceNow: Add/Update/Clear Incident" run book action in SL1. Edit the run book action to addyour sys_id:

NEW_ASSIGNMENT_GROUP= ''ACK_ASSIGNMENT_GROUP= ''CLEAR_ASSIGNMENT_GROUP= 'ADD SYS_ID HERE'

Add the sys_id to assign the group to Clear, Ack, or trigger a New event which is sent to ServiceNow.

The IT Service, Service Component, andDescription fields in our example must be filled in before an Incidentcan be closed. To do this, changes must be made in the transform maps that are provided in the form of updatesets from ScienceLogic.

To add the Description field:

1. In your ServiceNow instance, search for "transform map" in the left-hand menu. Click Transform Maps.

2. In the list of transform maps, search for "ScienceLogic" in the field above the Name column.



3. Open the "ScienceLogic Incident" map:

4. The Field Maps table at the bottom of the page allows you to edit or create mappings from the ScienceLogicIncident Import table to the ServiceNow Incident table. Click on [New] to create a new field mapping.

5. The Source table field should contain the ScienceLogic Incident Import and the Target table should includethe ServiceNow Incident table.

6. To create a new mapping to copy the contents of the Short description field to the Description field, selectShort description from the Source field drop-down menu.

7. In the Target field drop-down menu, selectDescription.

8. ClickUpdate to save your changes.

The IT Service and Service Component fields in our example are set in the Transform Script in the "ScienceLogicEvent" transform map. To set the fields:

1. Make sure you have the sys_id for the target fields. These can be found in ServiceNow. If a field contains amagnifying glass, it will require a sys_id. If a field has a drop-down, then type in the field you wish to applyfrom the drop-down. In the case of our example, the sys_ids of the two fields are required.

2. In your ServiceNow instance, navigate to the Transform Maps table and select "ScienceLogic Event".

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3. In the ScienceLogic Event transform map page, click the Transform Script tab and open the "onAfter" script.



4. Add the following under the "//Update target record when the Event was cleared from Sciencelogic" text:

sl_INT.(target field) = '[sys_id of the source field]'; //(IT service field)sl_INT.(target field) = '[sys_id of the source field]'; //(Service component)

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5. To find the target field, make a temporary mapping to see what the target field is. This mapping can bedeleted once you know the target field.

6. Click [Update] to save your changes. The selected fields will be added into an Incident on closure.


CMDB Sync Integration

Chapter

3CMDB Sync Integration

Overview

This chapter describes the ScienceLogic integration with the ServiceNow Configuration Management Database(CMDB). This integration maintains and enhances the ServiceNow CMDB by sharing discovered deviceinformation, importing and exporting data bi-directionally between SL1 and ServiceNow, and by automaticallymaintaining ServiceNow Configuration Item (CI) relationships.


Installing the ScienceLogic Update Set in ServiceNow 52

Installing the ScienceLogic Identification Engine Update Set in ServiceNow 53

Installing the CMDB Plugin in ServiceNow 54

The ServiceNow Identification and Reconciliation Module 55

Creating a ServiceNow Update Set 56

Configuring Service Rules for Device Sync 57

Adding Service Rules to an Update Set 60

Exporting an Update Set 61

CMDB Sync Integration Overview 62

Mapping and Syncing SL1 Organizations with ServiceNow Companies 63

Mapping and Syncing SL1 Devices to ServiceNow 63

Configuring Domain Separation 66

Adding Device Mappings with Postman 67

Persistently Saving Device Mappings with the API 69

Default Device Attribute Mappings 70

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Mapping and Syncing Attributes for Devices 72

Adding New Device Attributes to ServiceNow 74

Mapping and Syncing SL1 Network Interfaces to ServiceNow 75

Syncing Device Maintenance Schedules 78

Discovery Sync 81

Configuring ServiceNow Service Requests for Discovery Sync 81

Discovery Sync Workflow 83

Running a Discovery Sync for a Device 83

Running a Discovery Sync for a Virtual Device 88

Scheduling Integration Applications 91

Troubleshooting CMDB Sync 94



Installing the ScienceLogic Update Set in ServiceNow

NOTE: For information about version and installation prerequisites for the CMDB Sync Integration Solution,see the Introduction chapter.

The ScienceLogic Update Set must be installed on the ServiceNow instance. An update set is an XML filecontaining a group of customizations that can be moved from one ServiceNow instance to another.

NOTE: The Integration Service requires version 1.8.0 or later of the ScienceLogic Update Set.

Retrieve the update set from your ScienceLogic representative and download the file. Click the file name for theupdate set XML file to download the set to your computer. Please note that there are two update sets to choosefrom, depending upon your configuration:

l If you upgraded from SyncServer to Integration Service, use update set ScienceLogic 3.x to IntegrationService - 1.8.0.xml. If you upgraded from a version of SyncServer before version 3.1.28, you might want toupgrade your update set to 3.1.28 using ScienceLogic 3.1.28 for SyncServer.xml before usingScienceLogic 3.x to Integration Service - 1.8.0.xml.

l If you have only used the Integration Service, use update set ScienceLogic ServiceNow Integration -1.8.0.xml.

To install the ScienceLogic Update Set in ServiceNow:

1. Log in to ServiceNow as an administrator, and then navigate to System Update Sets > Retrieved UpdateSets on the left menu.

2. Click the Import Update Set from XML link.

3. Click [Choose File], and then navigate to the update set XML file you downloaded. Select the XML file andclick [Upload].

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4. After the file is imported, the Retrieved Update Sets page appears. Click the ScienceLogic update set andthen click [Preview Update Set].

After the preview set runs, a status page appears. "Success" should appear in the Completion code field.

WARNING: If "Success" does not appear in the Completion code field, contact ScienceLogic Support toassist with reviewing any conflicts that might exist. Do not proceed until those conflicts areresolved and "Success" appears in the Completion code field.

5. Click the Commit Update Set link to apply the changes in the update set to your ServiceNow system. Whenyou do so, a ScienceLogic option appears on the ServiceNow left menu.

Installing the ScienceLogic Identif ication Engine Update Setin ServiceNow

You must install the ScienceLogic Identification Engine Update Set in ServiceNow if you plan to use theServiceNow Identification and Reconciliation Module to create and de-duplicate CI records.

To install the ScienceLogic Identification Engine Update Set:

1. Retrieve the update set from your ScienceLogic representative and download the file. Click the XML file namefor the update set to download the set to your computer.

2. Log in to ServiceNow as an administrator, and then navigate to System Update Sets > Retrieved UpdateSets on the left menu.

3. Click the Import Update Set from XML link.



4. Click [Choose File], and then navigate to the update set XML file you downloaded. Select the XML file andclick [Upload].

5. After the file is uploaded, the Retrieved Update Sets page appears. Click the link for the ScienceLogicupdate set and then click [Preview Update Set].

6. After the preview set runs, a status page appears. Ensure that "Success" appears in the Completion codefield.

WARNING: If "Success" does not appear in the Completion code field, contact ScienceLogic Support toassist with reviewing any conflicts that might exist. Do not proceed until those conflicts areresolved and "Success" appears in the Completion code field.

Installing the CMDB Plugin in ServiceNow

Installing the ServiceNow Configuration Management for Scoped Apps (CMDB) Plugin is required to manage yourConfiguration Items. This involves activating the Configuration Management For Scoped Apps (CMDB) Plugin onyour ServiceNow instance.

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To activate the Configuration Management for Scoped Apps (CMDB) plugin:

1. Log in to ServiceNow as an administrator, and then navigate to Plugins (System Definition > Plugins).

2. Search forConfiguration Management For Scoped Apps (CMDB) and click on it.

3. Click Activate/Upgrade in the Related Links section.

4. In the Activate Plugin notification, click [Activate].

The ServiceNow Identif ication and Reconciliation Module

The Integration Service uses the ServiceNow Identification Reconciliation module in ServiceNow to create and de-duplicate CI records.

The Integration Service builds a JSON-formatted string that is sent to the ServiceNow Identification andReconciliation module. The string is encoded to BASE64 before being sent. The following link provides additionaldetail about the formatting of the JSON-formatted string: IdentificationEngineScriptableApi.

The JSON-formatted string is sent to a custom field on a custom table in ServiceNow. After the record is inserted,the custom field that includes the BASE64-encoded JSON string is decoded and run through theIdentificationEngineScriptable API. Identification (Insert or Update) of Configuration Items (CIs) is handled by theServiceNow Identification Reconciliation module.

For more information about the Identification Reconciliation module, see CMDB Identify and Reconcile.

For more information about Identification engine error messages, see Identification engine error messages.


https://docs.servicenow.com/bundle/kingston-application-development/page/app-store/dev_portal/API_reference/IdentificationEngineScriptableApi/concept/c_IdentEngineScriptAPI.htmll

https://docs.servicenow.com/bundle/kingston-servicenow-platform/page/product/configuration-management/concept/c_CMDBIdentifyandReconcile.html

https://docs.servicenow.com/bundle/jakarta-servicenow-platform/page/product/configuration-management/reference/id-engine-error-messages.html


Creating a ServiceNow Update Set

ScienceLogic recommends packaging all customer updates into a standalone ServiceNow update set that you canexport if needed. An update set is an XML file containing a group of customizations that can be moved from oneServiceNow instance to another. This update set should include any changes or configurations to the service rulesfor the ServiceNow Identification and Reconciliation Module.

The service rules are defined on the ServiceNow instance, and include the following:

l Containment rules describe which CIs are contained by a given CI.

l Hosting rules describe the environment on which a CI runs.

Both containment rules and hosting rules help identify dependent CIs correctly during the CI creation process andservice mapping.

To create a standalone update set in ServiceNow:

1. Log in to your ServiceNow instance.

2. Enable the Developer Update set picker by clicking the Settings icon ( ) and selecting the Developer tab.

3. Select the Show update set picker in header toggle to enable it, and then close the System Settingspage.

4. In the filter navigator, search for local update sets.

5. Under System Update Sets, select Local Update Sets and click [New]. A new Update Set record appears:

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l Name. Specify a name that describes the rules of this update set.

l Application. Set the application scope toGlobal.

l State. Set to In Progress.

l Complete the remaining fields as needed.

7. Click [Submit] or [Submit and Make Current]. If you selected [Submit and Make Current], go to step 9.

8. If you clicked [Submit], you can select the update set in the picker in the header or navigate to the update setand selectMake This My Current Set in the Related links section.

9. You are ready to make changes in your ServiceNow Instances.

10. When you are done with all updates in the update set, change the update set State field toComplete.

Configuring Service Rules for Device Sync

The ServiceNow Integration on the Integration Service utilizes class hierarchies to build relationships inServiceNow. This requires building service rules (containment rules and hosting rules) in ServiceNow to correctlyidentify dependent CIs during the business discovery process and service mapping.

ScienceLogic recommends that you include these containment rules and hosting rules in an update set so thatthese changes can be easily packaged and deployed across environments. These rules or "mappings" are definedin the "ScienceLogic to ServiceNow Device Sync using GraphQL" integration application in the Integration Serviceuser interface. These mappings connect an SL1 device class to a ServiceNow CI class, which determines theCI class that ServiceNow uses when creating the CI in ServiceNow.

For more information, see CMDB dependent relationship rules and CMDB identification rules at the ServiceNowwebsite.

For example, if you experience error messages about missing relationships in ServiceNow when you run the"ScienceLogic To ServiceNow Device Sync using GraphQL" integration application, you might be missing certaincontainment rules or mappings that are needed to complete the export process:


https://docs.servicenow.com/bundle/london-servicenow-platform/page/product/configuration-management/concept/c_ServiceRulesMetadata.html

https://docs.servicenow.com/bundle/london-servicenow-platform/page/product/configuration-management/concept/c_IdentificationRules.html


To configure ServiceNow CI service rules and mappings:


2. In the filter navigator, type “cmdb_metadata_containment.list” to view the CMDBMetadata ContainmentRules:

3. Click [New]. A new CMDBMetadata Containment Rules record appears:

4. In the New Metadata Containment Rules record, complete the following fields:

l Configuration item class. Specify the child CI class.

l Parent. Specify the parent CI class.

l Relation type. Specify the relationship type. The common relationship types used by the ServiceNowintegration are "contained" or "contained by", depending on your CMDB. Click the magnifying glassicon to select the correct value.

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5. Click [Submit].

6. In the filter navigator, type “metadata hosting” to view the CMDBMetadata Hosting Rules.

7. Click [New]. A new CMDBMetadata Hosting Rules record appears:

8. In the New Metadata Hosting Rules record, complete the following fields:

l Child type. Specify the child CI class.

l Parent type. Specify the parent CI class.

l Relation type. Specify the relationship type. The common relationship types used by the ServiceNowintegration are "Hosts" or "Hosted on", depending on your CMDB. Click the magnifying glass icon toselect the correct value.

9. Click [Submit].

10. Add any relevant containment and hosting rules that are needed to build the CI relationships in ServiceNow.

11. If you are using a version of the Integration Service prior to version 1.7.0, after you have built all of yourcontainment rules, navigate to System Definition > Scheduled Jobs using the filter navigator. If you areusing version 1.7.0 or later, go to step 15.

12. In the Name column, search for "ScienceLogic". "ScienceLogic Configuration Hierarchy" and "ScienceLogicHierarchy Delete" appear.

13. Run the "ScienceLogic Hierarchy Delete" scheduled job first by opening the job and clicking [Execute Now].

14. When the "ScienceLogic Hierarchy Delete" job finishes, run the "ScienceLogic Configuration Hierarchy"scheduled job by opening the job and clicking [Execute Now].

15. In the Integration Service user interface, go to the [Integrations] tab and manually run the "CacheServiceNow CIs and ScienceLogic Device Classes" integration application.

16. Run the "ScienceLogic To ServiceNow Device Sync using GraphQL" integration application and make surethat no errors exist due to missing CI relationships.



Adding Service Rules to an Update Set

If you submitted your new update set and made it "Current" in Creating a ServiceNow Update Set, skip this stepand go to Exporting an Update Set.

If you did not make your update set current, you will need to identify your current update set and move all of theservice rules you need into your update set. You can find this information in a dropdown located in the ServiceNownavigation bar:

All of the service rules that you defined are tracked in the update set record under the [Customer Updates] tab.

To add all created service rules to your update set:


2. In the filter navigator, type “Local Update Sets” to view a list of update sets on the ServiceNow instance.

3. Identify your current update set, which should have all of the created service rules tracked.

4. Identify the self-created update set that you want to contain all the service rules. This is the update set that youwant to export.

5. Select the current update set that has all of the already-created service rules.

6. On the [Customer Updates] tab, identify all of the records with a Type of either CMDBMetadataContainment Rules or CMDBMetadata Hosting Rules:

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7. Select each of the relevant service rule records and set the Update set field to match the update set you wantto export. Click the magnifying glass icon to select the correct value.

8. Click [Update].

9. Repeat steps 7-8 until all relevant containment and hosting rules are in the new update set, and then go toExporting an Update Set.

Export ing an Update Set

After you have created your update set and defined the service rules, mark your update set as Complete and exportit to an XML file.

To export an update set:


2. In the filter navigator, type “Local Update Sets” to view a list of update sets in ServiceNow:

3. Select your update set from the list.

4. Set the State toComplete and click [Update].



5. From the Update Sets page, select your completed update set from the list.

6. Under the Related Links section, click Export to XML.

7. Save the downloaded XML file.

CMDB Sync Integration Overview

The following topics describe how to sync information between ScienceLogic and ServiceNow.

NOTE: Depending on your configuration, you might not need to run all of the procedures in the followingtopics, and you might not need to schedule and run all of the following integration applications.

As a best practice, ScienceLogic recommends that you schedule the following integration applications in theIntegration Service user interface, in the following order:

l "Cache ServiceNow CIs and ScienceLogic Device Classes"

l "ScienceLogic To ServiceNow Device Sync using GraphQL"

l "Pre-Discovery Sync": Running this "parent" integration application will also run the following integrationapplications, although the "child" applications might need to be configured independently in the IntegrationService user interface:

l "Sync Collector Groups from SL1 to ServiceNow"

l "Sync Collectors from SL1 to ServiceNow"

l "Sync Credentials from SL1 to ServiceNow"

l "Sync Device Groups from SL1 to ServiceNow"

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l "Sync Device Templates from SL1 to ServiceNow"

l "Sync Virtual Device Classes from SL1 to ServiceNow"

l "Sync Organizations from SL1 to ServiceNow"

l "Sync Hardware Models from SL1 to ServiceNow"

l "Sync Manufacturers from SL1 to ServiceNow"

TIP: ScienceLogic recommends that you schedule these integration applications to run at least every 23 hours.For more information, see Scheduling Integration Applications.

Mapping and Syncing SL1 Organizations with ServiceNowCompanies

To enable the sync of SL1 organizations with ServiceNow companies:

1. In the Integration Service user interface, navigate to the [Integrations] tab.

2. Click the [Run Now] button for the "Sync Organizations from SL1 to ServiceNow" integration application.The application automatically maps the correct devices to the correct organizations/companies inServiceNow.

NOTE: This automated process replaces the manual mapping process from previous releases of theIntegration Service.

Mapping and Syncing SL1 Devices to ServiceNow

NOTE: Before you can start to sync devices, you need to add the VMware update set to ServiceNow andcommit the VMware pre-set update set to ServiceNow.

Tomap SL1 devices to ServiceNow:

1. In the Integration Service, go to the [Integrations] tab and run the "Cache ServiceNow CIs andScienceLogic Device Classes" integration application. This application gets the device classes fromServiceNow and SL1 caches them.

NOTE: ScienceLogic recommends that you schedule the "Cache ServiceNow CIs and ScienceLogic DeviceClasses" integration application to run on a regular basis. However, before you schedule theapplication, make sure that you select the correct configuration file to populate the credential details.



2. After the application completes, open the "ScienceLogic To ServiceNow Device Sync using GraphQL"integration application and click [Configure].

3. Select the necessary configuration file to align with this application from the Configuration drop-down listand click [Save].

4. Supply the mappings to map the SL1 Device Classes to the ServiceNow CI Classes.

5. To add the mappings using the Integration Service user interface, open the "Cache ScienceLogic DevicesUsing GraphQL" application from the list of Hidden applications, click [Configure], and select the necessaryconfiguration file from the Configuration drop-down list.

NOTE: You can also add the mappings using Postman.

6. Click [Save] and run the "Cache ScienceLogic Devices Using GraphQL" integration application. This stepmust complete without errors for the mappings to work.

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7. Open the "ScienceLogic To ServiceNow Device Sync using GraphQL" integration application and click the[Configure] button. The Configuration pane appears:

8. Click the Configuration drop-down list and select a configuration to align to this integration application.

9. Select the Domain_Separation option if you want to separate data, processes, and administrative tasks intological groupings called domains. By default, this option is not selected. For more information, seeConfiguring Domain Separation.

10. Scroll down to the section for themappings parameter and create a mapping for each of the SL1 deviceclasses and or asset attributes that have been discovered.

TIP: Use the [Tab] button to move down through the list of options in aMapping dropdown list, press [Shift]+[Tab] to move up, and press [Enter] to select a highlighted option.



Configuring Domain Separat ion

If your ServiceNow configuration uses domain separation to separate data, processes, and administrative tasks intological groupings called domains, you must create and use a new configuration file on the [Configurations] tabof the Integration Service user interface.

WARNING: Follow these steps only if your configuration uses ServiceNow domain separation.

After you create the configuration file, align that new file with the relevant integration applications, including the"ScienceLogic to ServiceNow Device Sync using GraphQL" application.

NOTE: The "name": "Domain_Credential" values in the following code represent the sys_id of thedomain mapped to the corresponding ServiceNow user that is permitted to insert data for the domain.Every domain-specific sys_id should reference an object containing "user" and "password"values.

To create a configuration for domain separation:

1. In the Integration Service user interface, navigate to the [Configurations] tab and click the plus icon ( ).The Create a new configuration pane appears.

2. Complete the first four descriptive fields for the configuration.

3. In the Configuration Data field, add the following JSON code:

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{"configuration_data": [{

"name": "domain_sep_user1","value": "usera"

},{

"name": "domain_sep_user1_pw","value": "passworda","encrypted": true

},{

"name": "domain_sep_user2","value": "userb"

},{

"name": "domain_sep_user2_pw","value": "password","encrypted": true

},{

"name": "Domain_Credentials","value": {

"98c37b193790200044e0bfc8bcbe5dbe": {"user": "${config.domain_sep_user1}","password": "$config.domain_sep_user1_pw}"

},"b7e831bdc0a80169015ae101f3c4d6cd": {

"user": "${config.domain_sep_user1}","password": "$config.domain_sep_user1_pw}"

}}

}]

}

4. Click the [Save] button.

5. Make sure to select this configuration and select the Domain_Separation option on the "ScienceLogic toServiceNow Device Sync using GraphQL" integration application.

NOTE: For each domain for which you want to write to a specific user, add that user's username andpassword, and a reference to it, in the Domain_Credentials section of the relevant integrationapplication in the Integration Service user interface.

Adding Device Mappings with Postman

You can dynamically set the device mappings on a per-run basis using the API. You can also persistently savedevice mappings with the API.

To add device mappings using Postman:

1. In Postman, post the following JSON file to trigger the required integration applications in the IntegrationService user interface to model SL1 devices to ServiceNow:



NOTE: This example only maps VMware device classes to ServiceNow, SL1 devices and a few CiscoDevices. If the customer environment has other device classes, then you must manually create themappings.

{"name": "device_sync_sciencelogic_to_servicenow","params": {

"mappings": {"cmdb_ci_ip_switch":[

"Cisco Systems | Catalyst 3850-48P","Cisco Systems | Nexus 9372PX"

],"cmdb_ci_linux_server": [

"ScienceLogic, Inc. | EM7 Message Collector","ScienceLogic, Inc. | EM7 Customer Portal","ScienceLogic, Inc. | EM7 All-In-One","ScienceLogic, Inc. | EM7 Integration Server","ScienceLogic, Inc. | EM7 Admin Portal","ScienceLogic, Inc. | EM7 Database","ScienceLogic, Inc. | OEM","ScienceLogic, Inc. | EM7 Data Collector","NET-SNMP | Linux","RHEL | Redhat 5.5"

],"cmdb_ci_esx_resource_pool": ["VMware | Resource Pool"],"cmdb_ci_esx_server": [

"VMware | ESXi 5.1 w/HR","VMware | Host Server","VMware | ESX(i) 4.0","VMware | ESX(i) w/HR","VMware | ESX(i) 4.0 w/HR","VMware | ESX(i)","VMware | ESX(i) 4.1 w/HR","VMware | ESXi 5.1 w/HR","VMware | ESXi 5.0 w/HR","VMware | ESX(i) 4.1","VMware | ESXi 5.1","VMware | ESXi 5.0"

],"cmdb_ci_vcenter_datacenter": ["VMware | Datacenter"],"cmdb_ci_vcenter_datastore": ["VMware | Datastore", "VMware | DatastoreCluser"],"cmdb_ci_vcenter_dv_port_group": ["VMware | Distributed Virtual Portgroup"],"cmdb_ci_vcenter_dvs": ["VMware | Distributed Virtual Switch"],"cmdb_ci_vcenter_folder": ["VMware | Folder"],"cmdb_ci_vcenter_network": ["VMware | Network"],"cmdb_ci_vmware_instance": ["VMware | Virtual Machine"],"cmdb_ci_vcenter": ["VMware | vCenter", "Virtual Device | Windows Services"],"cmdb_ci_vcenter_cluster": ["VMware | Cluster"]

},"configuration": "template_snow_integration" #name your configuration file}

}

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The following image displays an example of using Postman to send the mapping data to Integration Service:

Persistent ly Saving Device Mappings with the API

You can persistently save device mappings using the API.

1. Use Postman or cURL to do a GET to load the device sync integration application:

GET URL_for_your_Integration_Service _system/api/v1/applications/device_sync_sciencelogic_to_servicenow

where:

l URL_for_your_Integration_Service _system is the IP address or URL for the Integration Service system.

NOTE: The response should contain the entire JSON output for the integration application.

2. Copy the entire JSON code and save it to a file named: "device_sync_sciencelogic_to_servicenow".



3. Open the new file and locate the object with the "name":"mappings" property in the "app_variables" list.The "value" property in this object specifies the mappings to use throughout the integrations:

4. Modify the "value" property of the object to use the mappings you want to use.

5. Ensure that the mappings follow the same JSON data structure, otherwise the sync will not work:

{"cmdb_ci_class": [

"ScienceLogic Dev Class| ScienceLogic subclass","Another Silo Dev Class | Another Silo subclass"

]}

6. After you update the mappings, use the iscli to upload the updated integration application with your newsettings. Type the following command at the command line:

iscli –uaf device_sync_sciencelogic_to_servicenow –H hostname_or_IP_address_of_integration_service_system -p password

where:

l hostname_or_IP_address_of_integration_service_system is the hostname or IP address of theIntegration Service system.

l password is password you use to log in to the Integration Service system.

Default Device Attribute Mappings

The following table describes the default mappings between SL1 and ServiceNow device attributes:

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SL1 attribute ServiceNow attribute

assetTag asset_tag

cat_name category

cpu cpu_count

cpu_make cpu_type

dns_domain dns_domain

function justification

hostname fqdn

memory ram

model model_number

os os

purchase date order_date

serial serial_number

speed cpu_speed

status hardware_substatus

virtual virtual

w_cost cost

w_date_ex warranty_expiration

make manufacturer

a_notes Not synced by default

array_size Not synced by default

disk_count integer Not synced by default

dns_name Not synced by default

fw_ver (str) Not synced by default

hostid Not synced by default

is_snmp Not synced by default

location Not synced by default

owner Not synced by default

purchase order number Not synced by default

rfid Not synced by default



NOTE: The values listed asNot synced by default above are queried from SL1, but those values do not havedefault attributes to map to in ServiceNow. As a result, the Integration Service does not sync thoseattributes by default. If you want to sync these SL1 attributes, you must specify the ServiceNowattributes to be synced by using the key/value mappings.

Mapping and Syncing Attributes for Devices

You can sync existing and custom attribute values for devices from ServiceNow to SL1. All custom attributes foreach device are synced automatically.

NOTE: When an attribute value is "0" in SL1, the corresponding field in ServiceNow might display as empty.

To map and sync device attributes:

1. In the Integration Service user interface, go to the [Integrations] tab and open the integration applicationyou are using for device sync. In most cases, this application would be "ScienceLogic To ServiceNow DeviceSync using GraphQL".

2. Click the [Configure] button. The Configuration pane appears.

3. Select the necessary configuration file to align with this application from the Configuration drop-down list.

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4. Scroll down to the section for the additional_attributes parameter:

5. To edit an existing attribute, click the attribute name and either select an attribute from the list or type a newname for the attribute.

TIP: Use the [Tab] button to move down through the list of options in aMapping dropdown list, press [Shift]+[Tab] to move up, and press [Enter] to select a highlighted option.

6. To create a custom attribute, click the [Add Mapping] button at the bottom of the section and type a namefor the attribute in the first field, and then select one or more ServiceNow attributes to which the SL1 attributeshould sync in the To ServiceNow Attribute field.

7. To create a custom device class or asset attribute, scroll down to the section for themappings parameterand click the [Add] button.

8. Click the down arrow icon to edit a device class or asset attribute in the section for themappings parameter.

9. Click the [Save] button at the top of the Configuration pane to save your updates.



Adding New Device Attributes to ServiceNow

You can also add one or more new attributes to ServiceNow that you can then sync with SL1.

To add an attribute in ServiceNow:

1. In ServiceNow, search for "Tables" in the filter navigator and select System Definition > Tables.

2. From the Tables page, search for and select the table to which you want to add a field for a new attribute.

3. From the Table page, click the [New] button to add a new field on the table. A new record appears:

4. From the Type drop-down list, select the data type you want to store, such as String. Depending on yourselection, additional required fields display:

NOTE: In the String example, above, Column label contains the text you want to display in ServiceNow, andColumn name is the exact column name used by the Integration Service or the API.

5. Complete the required fields and any other fields as needed, and then click the Submit button. The field isadded to ServiceNow.

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Mapping and Syncing SL1 Network Interfaces to ServiceNow

You can map and sync network interfaces in much the same way you sync devices between SL1 and ServiceNow.

Tomap and sync network interfaces:

1. In the Integration Service user interface, go to the [Integrations] tab and open the "ScienceLogic toServiceNow Interface Sync" integration application:



2. Click the [Configure] button to open the Configuration pane:

3. Select the necessary configuration file to align with this application from the Configuration drop-down list.

4. Select the Domain_Separation option if you want to separate data, processes, and administrative tasks intological groupings called domains. By default, this option is not selected. For more information, seeConfiguring Domain Separation.

5. Select one of the following settings for the adapter_sync parameter:

l off. Disables interface sync.

l all. Syncs every interface, regardless of its state.

l enabled. Syncs only the interfaces that have a state of "admin up". This is the default setting.

6. Click the [Save] button at the top of the Configuration pane to save your updates, and then click the [RunNow] button to run the integration application.

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NOTE: Running the "ScienceLogic to ServiceNow Interface Synch" integration application also runs the"Cache SL1 Interfaces" integration application.

7. When the application completes, go to ServiceNow and type "cmdb_ci_network_adapter.list". The NetworkAdapters page appears, with a list of synced interfaces:

8. Select a network interface from the list and scroll down to the Network Adapters tab to see moreinformation about the interface, such as theOperational status value, which is synced from SL1.

NOTE: The operational status is different from the SL1 monitored status, but the Integration Service tracks bothvalues.



Syncing Device Maintenance Schedules

You can perform non-scheduled maintenance of synced devices through change management in ServiceNow.You can also create a change request to perform scheduledmaintenance through a maintenance window inServiceNow. Before setting up maintenance sync, you need to map and sync devices between SL1 and ServiceNow.

CI Maintenance Sync (non-scheduled) syncs maintenance windows from ServiceNow CHG Tasks to SL1 devicesto place the synced devices into maintenance mode for the scheduled change window.

To set up maintenance sync:

1. In ServiceNow, type "change" in the filter navigator and navigate toChange> Create New.

2. Click [New] to create a new change request of type "Normal". A new CHG record appears:

3. In the new CHG record, make a note of the change request number in the Number field. You will use thislater to verify that the maintenance sync was created. In this example, the value is CHG0030004.

4. Update the following fields in the record:

l Configuration Item. Select for the CI you want to configure for maintenance sync.

l Assignment group. Select the group for the CI.

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5. Click the [Submit] button. The change request is saved, and you are returned to the Change Requestspage.

6. Select the change request you just created, right-click the State label, and select Show Choice List. TheChoices list displays a list of the configurable choices and values:

NOTE: You need Administrator privileges to access this list.

7. Make a note of the values in the Value and Label fields. These values map to the change_scheduled_state and change_canceled_state fields in the "Sync Maintenance from ServiceNow to SL1" integrationapplication.

8. Return to your new change request and scroll down in the change request to the [Affected CIs] tab, whereyou can click the [Add] button to add additional synced CIs to the maintenance sync:



9. In the Integration Service user interface, go to the [Integrations] tab and select the "Sync Maintenance fromServiceNow to SL1" integration application.

10. Click the [Configure] button. The Configuration pane appears:

11. Verify that the value from the change_scheduled_state field matches the value in the Value field fromServiceNow, and the value from the change_canceled_state field matches value from the Label field fromServiceNow. These values must match for the maintenance sync to work.

12. Click the [Save] button and then click the [Run Now] button to run the integration application.

13. While the "Sync Maintenance from ServiceNow to SL1" integration application runs, you can monitor the

status of the maintenance process by clicking the branch icon ( ) on the Schedule Maintenance step.Click the triggered application's run ID in the pop-up window and then click the branch icon on theCreate SL Maintenance orModify Maintenance steps for more information.

14. After the "Sync Maintenance from ServiceNow to SL1" integration application completes, navigate to theSchedule Manager (Registry > Schedules > Schedule Manager) in SL1 to view the change requests.

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15. Verify that the Schedule Summary field contains the same value from the ServiceNow Number field. In thisexample, the value in SL1 matches the value from ServiceNow: CHG0030004.

16. You can also verify that the schedule was created for a device by navigating to the Device Manager(Registry > Devices), clicking the wrench icon for the device, and clicking the [Schedule] tab.

17. If you want to edit the scheduled time for the maintenance sync, open the change request in ServiceNow,click the [Schedule] tab, and update the Planned start date and Planned end date fields as needed. Thenext time the "Sync Maintenance from ServiceNow to SL1" integration application runs, the schedule isupdated.

18. If you want to cancel the scheduled time for the maintenance sync, open the change request in ServiceNow,

click the Additional actions menu button ( ), and select Cancel Change. The next time the "SyncMaintenance from ServiceNow to SL1" integration application runs, the application cancels thatmaintenance sync.

TIP: As a best practice, schedule the "Sync Maintenance from ServiceNow to SL1" integration application torun every hour or so, depending on your environment. For more information, see SchedulingIntegration Applications.

Discovery Sync

The Discovery Sync integration lets you use SL1 for discovering and syncing ServiceNow devices. WithDiscovery Sync, you start an SL1 discovery session from ServiceNow and then sync the newly discovered SL1devices or virtual devices and their data with ServiceNow.

Before running a Discovery Sync session, you must complete the following steps first:

1. Perform a company sync by running the "Sync Organizations from SL1 to ServiceNow" integration applicationin the Integration Service user interface. For more information, seeMapping and Syncing SL1Organizations with ServiceNow Companies.

2. In ServiceNow, configure the two different service requests for Discovery Sync. For more information, seeConfiguring ServiceNow Service Requests for Discovery Sync.

3. In the Integration Service user interface, run the integration applications listed in Discovery SyncWorkflow.

Configuring ServiceNow Service Requests for Discovery Sync

Before you can run a Discovery Sync, you need to configure the catalog and category values in the ServiceNowservice request forms. You also need to activate both types of service requests: "Create Virtual Device" and"Device Discovery".

NOTE: Because some of the fields in the service request form will only populate if you have completed theprevious fields in the form, you need to complete the fields in the service request form in sequentialorder.



To configure the ServiceNow service requests for Discovery Sync:

1. In ServiceNow, search for "Maintain Items" in the filter navigator.

2. Select Service Catalog > Catalog Definitions >Maintain Items. The Catalog Items window appears:

3. Ensure that the Catalog Items list includes a service request forCreate Virtual Device and a servicerequest forDevice Discovery.

4. Select the Create Virtual Device service request and ensure that the Catalogs andCategory fields arecomplete. Add the relevant information if the fields are blank. For example:

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NOTE: Do not set the Category to a Change Request.

5. Click the [Update] button to save any updates to the service request.

6. From the Catalog Items window, select the Device Discovery service request and ensure that theCatalogs andCategory fields are complete. Add the relevant information if the fields are blank, and thenclick the [Update] button.

7. Click the check boxes for the Create Virtual Device andDevice Discovery service requests, and then clickthe [Activate] button at the bottom of the Catalog Items window.

NOTE: These two service requests are instance-specific, which means that the service request will appear inthe same location as the catalogs you specified for each request. In the example, above, the Catalogwas set to Service Catalog.

8. Navigate to the relevant catalog for the service requests. For example, if you selected Service Catalog for oneor both requests, then type "Service Catalog" in the filter navigator, or select Self-Service > Service Catalogto view the new service requests.

9. You can now run the integration applications listed in Discovery SyncWorkflow.

Discovery Sync Workflow

To prepare SL1 and ServiceNow for a Discovery Sync, run the following integration applications in the IntegrationService user interface, in the following order:

1. "Pre-Discovery Sync". This application exports information from SL1 to populate the information in theServiceNow request form. You must run this application before you can create the discovery sync session.

2. "Process Discovery Session Request". This application sends the request forms to SL1.

3. "Poll Discovery Sessions". This application populates the discovery session logs back to ServiceNow.

4. "ScienceLogic To ServiceNow Device Sync using GraphQL." This application ensures that the devicesdiscovered by SL1 get synced to ServiceNow.

When the integration applications finish running, the Integration Service sends the status of those applications toServiceNow, and you can start the Discovery Sync.

TIP: ScienceLogic recommends that you schedule these integration applications to run at least every 23 hours.For more information, see Scheduling Integration Applications.

Running a Discovery Sync for a Device

The Discovery Sync process starts an SL1 discovery session from ServiceNow and sync the newly discovered SL1devices and their data with ServiceNow.



You can run a regular discovery using Discovery Sync, or you can upload a comma-separated value (CSV) file withthe relevant data about the devices you want SL1 to discover.

To run a Discovery Sync for a device:

1. In ServiceNow, navigate to Self-Service> Service Catalog> Services.

2. ClickDevice Discovery. The Device Discovery page appears:

3. If you are using an attachment for this discovery:

l SelectDiscovery Session with Attachment from the Discovery Type field.

l Click the attached file link or theManage Attachments button.

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l Attach a CSV file from the relevant location in ServiceNow. Go to step 8 after your file is attached.

NOTE: If you have multiple values in a field in the CSV file, separate the values with a colon (:). IP, DeviceGroups, Credentials, and Scan Ports will accept multiple values. For example, for the credentialformat, you would use credType:credID.

4. If you are running a regular discovery without an attachment, selectDiscovery Session from the DiscoveryType field. A number of new fields appear in the Discovery Session pane:


l IP Address/Hostname Discovery List. Provide a list of IP addresses, hostnames, or fully-qualifieddomain names for SL1 to scan during discovery:

n One or more single IPv4 addresses separated by commas and a new line. Each IP addressmust be in standard IP notation and cannot exceed 15 characters. For example, "10.20.30.1,10.20.30.2, 10.20."

n One or more ranges of IPv4 addresses with "-" (dash) characters between the beginning of therange and the end of the range. Separate each range with a comma. For example,"10.20.30.1 – 10.20.30.254".

n One or more IP address ranges in IPv4 CIDR notation. Separate each item in the list with acomma. For example, "192.168.168.0/24".

n One or more hostnames (fully-qualified domain names). Separate each item in the list with acomma.

l Credentials. Select one or more SNMP credentials to allow SL1 to access a device's SNMP data.

l Discover Non-SNMP. Specifies whether or not SL1 should discover devices that don't respond toSNMP requests.



l Model Devices. Determines whether or not the devices that are discovered with this discovery sessioncan be managed through SL1.

l DHCP. Specifies whether or not the specified range of IPs and hostnames use DHCP. If you select thisoption, SL1 performs a DNS lookup for the device during discovery and each time SL1 retrievesinformation from the device.

l Device Model Cache TTL (h). Amount of time, in hours, that SL1 stores information about devicesthat are discovered but not modeled, either because theModel Devices option is not enabled orbecause SL1 cannot determine whether a duplicate device already exists. The cached data can beused to manually model the device from the Discovery Session window.

l Collection Server. Select an existing collector to monitor the discovered devices.

l What company is this for?. Specify the company that will use this discovery data. Click themagnifying glass icon to locate a company.

l Add Devices to Device Groups. Select one or more existing device groups to which you want to addthe discovered devices.

l Apply Device Template . Select an existing device template if needed. As SL1 discovers a device inthe IP discovery list, that device is configured with the selected device template.

l Initial Scan Level. For this discovery session only, specifies the data to be gathered during the initialdiscovery session.

l Scan Throttle. Specifies the amount of time a discovery process should pause between eachspecified IP address (specified in the IP Address/Hostname Discovery List field). Pausing discoveryprocesses between IP addresses spreads the amount of network traffic generated by discovery over alonger period of time.

l Scan Default Ports. Select this option to scan the default ports: 21,22,23,25,80. If you de-select thisoption, you can specify a different list of ports in the Custom Port Scan field that appears.

l Port Scan All IPs. For the initial discovery session only, specifies whether SL1 should scan all IPaddresses on a device for open ports.

l Port Scan Timeout. For the initial discovery session only, specifies the length of time, in milliseconds,after which SL1 should stop trying to scan an IP address for open ports and begin scanning the next IPaddress (if applicable).

l Interface Inventory Timeout (ms). Specifies the maximum amount of time that the discoveryprocesses will spend polling a device for the list of interfaces. After the specified time, SL1 will stoppolling the device, will not model the device, and will continue with discovery. The default value is600,000 ms (10 minutes).

l MaximumAllowed Interfaces. Specifies the maximum number of interfaces per devices. If a deviceexceeds this number of interfaces, SL1 stops scanning the device, will not model the device, and willcontinue with discovery. The default value is 10,000.

l Bypass Interface Inventory. If you select this option, SL1 will not attempt to discover interfaces foreach device in the discovery session.

6. If you want to run the Discovery Sync immediately, click the [Order Now] button.

7. If you want to create additional Discovery Sync sessions, click the [Add to Cart] button, and you can run all ofthe requests in your cart at a later time by clicking the [Proceed to Checkout] button.

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NOTE: If you click the link for the discovery item in the cart, you can view the Requested Item (RITM) page,which contains additional information about the discovery that you might need later.

8. After you submit your request, search for "requests" in the filter navigator and select ScienceLogic Requests.The ScienceLogic Requests page appears.

9. In the Process column, verify that ServiceNow created a new Discovery_Session_Request record, orDiscovery_Attachement_Session_Request record if you used an attachment with discovery.

10. To view more information about the request, click the name of the request in the Log column. AScienceLogic Request page appears.

11. Make a note of the RITM number and the Payload information:

12. In the Integration Service user interface, go to the [Integrations] tab and run the "Process Discovery SessionRequests" integration application.

13. When the application completes, go to the ScienceLogic Requests page in ServiceNow.

14. Refresh the requests table, and in the Process column, verify that ServiceNow created a new virtual_device_created record.



15. Click the name of the request in the Logs column.

16. Click the RITM record link to go to the Requested Item page.

17. The State field should update toClosed Complete and the request should be assigned to itself.

18. Scroll down to the Activities pane to verify that you have a comment stating the discovery completed.

19. In SL1, navigate to the Discovery Control Panel (Registry > Manage > Discovery) and verify that SL1 createda new discovery session with that ID.

Running a Discovery Sync for a Virtual Device

To run a Discovery Sync session for a virtual device:

1. In ServiceNow, navigate to Self-Service> Service Catalog> Services.

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2. Click Create Virtual Device. The Create Virtual Device page appears:


l Name. Type a name for the virtual device.

l Organization. If needed, specify your organization. In most cases, your organization already appearsin this field.

l Virtual Device Class. Specify the device class of the virtual device. Click the magnifying glass icon tolocate any classes aligned with your organization.

l Collector Group. Specify the SL1 collector group to use for the Discovery Sync. Click the magnifyingglass icon to locate any collector groups aligned with your organization.

4. If you want to run the Discovery Sync immediately, click the [Order Now] button.

5. If you want to create additional Discovery Sync sessions, click the [Add to Cart] button, and you can run all ofthe requests in your cart at a later time by clicking the [Proceed to Checkout] button.

NOTE: If you click the link for the discovery item in the cart, you can view the Requested Item (RITM) pagewhich contains additional information about the discovery that you might need later.



6. After you submit your request, search for "requests" in the filter navigator and select ScienceLogic Requests.The ScienceLogic Requests page appears.

7. In the Process column, verify that ServiceNow created a new Create_Virtual_Device_Request record.

8. To view more information about the request, click the name of the request in the Log column. AScienceLogic Request page appears.

9. Make a note of the RITM number and the Payload information:

10. In the Integration Service user interface, go to the [Integrations] tab and run the "Process Discovery SessionRequests" integration application.

11. When the application completes, go to the ScienceLogic Requests page in ServiceNow .

12. Refresh the requests table, and in the Process column, verify that ServiceNow created a new virtual_device_created record.

13. Click the name of the request in the Logs column.

14. Click the RITM record link to go to the Requested Item page.

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15. The State field should update toClosed Complete and the request should be assigned to itself.

16. Scroll down to the Activities pane to verify that you have a comment stating "Virtual Device <name>Created with SLID: <new id>":

17. In SL1, navigate to the DeviceManager page (Registry > Device Manager) and verify that SL1 created anew device with that device ID.

Scheduling Integration Applications

Using the Integration Service user interface, you can configure integration applications to run on a scheduleinstead of manually running the applications.

As a best practice, you should schedule the following integration applications to run at least every 23 hours:

l "Cache ServiceNow CIs and ScienceLogic Device Classes"

l "ScienceLogic To ServiceNow Device Sync using GraphQL"

You can create one or more schedules for a single integration application in the Integration Service user interface.When creating the schedule, you can specify the queue and the configuration file for that integration application.



To schedule an integration application:

1. On the [Integrations] tab of the Integration Service user interface, click the [Schedule] button for theintegration application you want to schedule. The initial Schedule window appears, displaying any existingschedules for that application:

NOTE: If you set up a schedule using a cron expression, the details of that schedule display in a morereadable format in this list. For example, if you set up a cron expression of */4 * * * *, the schedule onthis window includes the cron expression along with an explanation of that expression: "Every 0, 4, 8,12, 16, 20, 24, 28, 32, 36, 40, 44, 48, 52, and 56th minute past every hour".

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2. Click the + icon to create a schedule. A blank Schedule window appears:

3. In the Schedule window, complete the following fields:

l Schedule Name. Type a name for the schedule.

l Cron expression. Select this option to schedule the integration using a cron expression. If you selectthis option, you can create complicated schedules based on minutes, hours, the day of the month, themonth, and the day of the week. As you update the cron expression, theSchedule window displays theresults of the expression in more readable language, such as Expression: "Every 0 and 30th minutepast every hour on the 1 and 31st of every month", based on */30 * * /30 * *.

l Frequency in seconds.Type the number of seconds per interval that you want to run the integration.

l Custom Parameters. Type any JSON parameters you want to use for this schedule, such asinformation about a configuration file or mappings.

4. Click [Save Schedule]. The schedule is added to the list of schedules on the initial Schedule window. Also,on the [Integrations] tab, the word "Scheduled" appears in the Scheduled column for this integrationapplication, and the [Schedule] button contains a check mark:

NOTE: After you create a schedule, it continues to run until you delete it. Also, you cannot edit an existingschedule, but you can delete it and create a similar schedule if needed.



To view or delete an existing schedule:

1. On the [Integrations] tab, click the [Schedule] button for the integration application that contains aschedule you want to delete. The initial Schedule window appears.

2. Click the down arrow icon ( ) to view the details of an existing schedule:

3. To delete the selected schedule, click the [Delete] button. The schedule is removed.

Troubleshooting CMDB Sync

If you can successfully send data to your ServiceNow system, but you encounter issues with creating CIs in theServiceNow CMDB, this section provides troubleshooting steps to help you test the payload and identify possibleissues. These steps might be helpful if you have set up datasource precedence rules.

1. In ServiceNow, search for "import" in the filter navigator.

2. Select ScienceLogic > Device> Imports. The Device Import window appears.

3. From the list, select the Device Import log entry you want to view.

4. Copy the data from the Payload field in the log entry and decode the data from its Base64 encoding.

5. In the decoded string of data, remove the square brackets from the first and last line: ("[", "]")

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6. Copy this modified JSON payload, and then use the filter navigator to search for "Identification Simulation" orselectConfiguration > Identification Simulation.

7. On the Identification Simulation page, click the [Start] button in the Start with Existing Payload section.The Insert JSON Payload page appears:



8. In the Source field, select ScienceLogic as the data source.

9. In the Please insert payload below field, paste the JSON payload you edited in step 5.

10. Click the [Execute] button and review the payload to identify any potential issues.

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Using SL1 toMonitor ServiceNow

Chapter

4Using SL1 to Monitor ServiceNow

Overview

This section describes how to monitor ServiceNow in SL1 using the ServiceNow Base Pack PowerPack.

The following topics describe how to use the ServiceNow Base Pack PowerPack:

What Does the ServiceNow Base Pack PowerPack Monitor? 98

Installing the ServiceNow Base Pack PowerPack 98

Creating a SOAP/XML Credential for ServiceNow 99

Creating a Virtual Device for the ServiceNow Base Pack 102

Aligning the ServiceNow Base Pack Dynamic Applications 103

Viewing the ServiceNow Open Incidents Dashboard 105

NOTE: ScienceLogic provides this documentation for the convenience of ScienceLogic customers. Some ofthe configuration information contained herein pertains to third-party vendor software that is subject tochange without notice to ScienceLogic. ScienceLogic makes every attempt to maintain accuratetechnical information and cannot be held responsible for defects or changes in third-party vendorsoftware. There is no written or implied guarantee that information contained herein will work for allthird-party variants. See the End User License Agreement (EULA) for more information.

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What Does the ServiceNow Base Pack PowerPack Monitor?

Tomonitor a ServiceNow instance with SL1, you must install the ServiceNow Base Pack PowerPack. ThisPowerPack enables you to model and collect data about ServiceNow Incident and CMDB tables.

The ServiceNow Base Pack PowerPack includes:

l The "ServiceNow: CMDBConfiguration" Dynamic Application, which provides data for Integration Servicesystems communicating with ServiceNow

l The "ServiceNow: Incident Metrics" Dynamic Application, which collects information about the types,statuses, and properties of ServiceNow incidents

l A Device Class for ServiceNow instances

l Run Book Policies and a Run Book Action to automate adding, updating, and clearing incidents

l Two sample Credentials: One for connecting to a ServiceNow instance and one for sending event payloadinformation to the Integration Service, which is required for integration with the ServiceNow IncidentManagement Module

l The "ServiceNow Open Incidents" Dashboard, which displays information about ServiceNow incidentstatuses and types

l ScienceLogic Libraries that are utilized by this PowerPack:

l content

l content_cache

l silo_core

l silo_core_rest

l silo_credentials

l silo_servicenow

Installing the ServiceNow Base Pack PowerPack

Before completing the steps in this section, you must import and install the latest version of the ServiceNow BasePack PowerPack.

NOTE: If you are upgrading from SyncServer, you must disable the old SyncServer Run Book Actions and RunBook Automation policies before installing the new ServiceNow Base Pack PowerPack.

To install the ServiceNow Base Pack PowerPack:

1. Log in to SL1 as an administrator, then go to the PowerPack Manager page (System >Manage >PowerPacks).

2. Click the [Actions] button and select Import PowerPack.

3. Click the [Browse] button and navigate to the ServiceNow Base Pack PowerPack file.



4. Select the PowerPack file and click [Import]. The PowerPack Installermodal page displays a list of thePowerPack contents.

5. Click the [Install] button. After the installation is complete, the ServiceNow Base Pack PowerPack appearson the PowerPack Manager page.

TIP: By default, installing a new version of a PowerPack overwrites all content in that PowerPack that hasalready been installed on the target system. You can use the Enable Selective PowerPack FieldProtection setting in the Behavior Settings page (System > Settings > Behavior) to prevent newPowerPacks from overwriting local changes for some commonly customized fields. For more information,see the System Administration manual.

Creating a SOAP/XML Credential for ServiceNow

To configure SL1 to monitor a ServiceNow instance, you must first create at least one SOAP/XML credential toenable the Dynamic Applications in the ServiceNow Base Pack PowerPack to communicate with ServiceNow andthe Integration Service.

The PowerPack includes two sample credentials:

l ServiceNow DA - Example. This credential connects the Dynamic Applications in the ServiceNow BasePack PowerPack to a ServiceNow instance. This credential lets you monitor the CMDB and Incident tables inServiceNow.

l ServiceNow RBA - Example. This credential lets you send event payload data from SL1 to the IntegrationService and then to ServiceNow. Use this credential if you want to integrate with the ServiceNow IncidentManagement Module by aligning it with the “ServiceNow: Add/Update/Clear Incident” Run Book Action.

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To configure the ServiceNow DA - Example credential:


2. Locate the ServiceNow DA - Example credential and then click its wrench icon ( ). The Edit SOAP/XMLCredentialmodal page appears:


l Profile Name. Type a name for the ServiceNow Dynamic Applications credential.

l Content Encoding. Select text/xml.

l Method. SelectGET.


l URL. Type the URL for your ServiceNow system.

l HTTP Auth User. Type the ServiceNow administrator username.

l HTTP Auth Password. Type the ServiceNow administrator password.

l Timeout (seconds). Type "30".

4. Click the [Save As] button.



To configure the ServiceNow RBA - Example credential:


2. Locate the ServiceNow RBA - Example credential and then click its wrench icon ( ). The Edit SOAP/XMLCredentialmodal page appears:


l Profile Name. Type a name for the ServiceNow Run Book Action credential.

l Content Encoding. Select text/xml.

l Method. Select POST.


l URL. Type the host name for the Integration Service.

l HTTP Auth User. Type the Integration Service administrator username.

l HTTP Auth Password. Type the Integration Service administrator password.

l Timeout (seconds). Type "5".

4. Click the [Save As] button.

5. Next, align this credential with the “ServiceNow: Add/Update/Clear Incident” Run Book Action by navigatingto the Run Book Actions page (Registry > Run Book > Actions).

6. Click the wrench icon ( ) for the “ServiceNow: Add/Update/Clear Incident” Run Book Action. The ActionEditormodal page appears:

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7. In the Snippet Credential drop-down list, select the name of the credential you created in steps 1-4.

8. Click [Save].

Creating a Virtual Device for the ServiceNow Base Pack

Tomonitor ServiceNow, you must create a virtual device that represents the root device for ServiceNow. You canuse the virtual device to store information gathered by policies or Dynamic Applications.



To create a virtual device that represents your ServiceNow instance:

1. Go to the DeviceManager page (Registry > Devices > Device Manager).

2. Click the [Actions] button and selectCreate Virtual Device from the menu. The Virtual Devicemodal pageappears:


l Device Name. Type a name for the device.

l Organization. Select the organization for this device. The organization you associate with the devicelimits the users that will be able to view and edit the device. Typically, only members of theorganization will be able to view and edit the device.

l Device Class. Select ServiceNow | Instance.

l Collector. Select the collector group that will monitor the device.

4. Click the [Add] button to create the virtual device.

Aligning the ServiceNow Base Pack Dynamic Applications

Before you can run the Dynamic Applications in the ServiceNow Base Pack, you must manually align eachDynamic Application to the virtual device you created in the previous step. When you align the DynamicApplications, you should use the ServiceNow credential that you created from the ServiceNow DA - Examplecredential.

To align the ServiceNow Base Pack Dynamic Applications with the ServiceNow virtual device:

1. Go to the DeviceManager page (Registry > Devices > Device Manager).

2. Click the wrench icon ( ) for the virtual device you created in the previous section. The Device Propertiespage appears.

3. Click the [Collections] tab. The Dynamic Application Collections page appears.

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4. Click the [Actions] button and select Add Dynamic Application. The Dynamic Application Alignmentmodal page appears:

5. In the Dynamic Applications field, select the first of the ServiceNow Dynamic Applications.

6. In the Credentials field, select the credential you created based on the ServiceNow DA - Examplecredential.

7. Click the [Save] button.

8. Repeat steps 4-7 for each remaining Dynamic Application.



Viewing the ServiceNow Open Incidents Dashboard

The ServiceNow Open Incidents system dashboard displays the following information:

l Open incidents by state

l Open incidents by priority

l Unassigned incidents

l High priority incidents

l Critical priority incidents

l Assigned incidents

l Active incidents

l Resolved incidents

l Incidents unassigned or assigned by percentage

l Incidents source by percentage

l Total open incidents

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Integration Service API Endpoint Usage

Appendix

AIntegration Service API Endpoint Usage

Overview

This appendix describes the Integration Service's API Endpoint Usage in ServiceNow on an application-by-application basis.

This appendix includes the following topics:

Incident Sync 107

Fields 107

Transforms 108

Device Sync, Interface Sync 109

Fields 109

Transforms 111

Discovery Sync 111

Fields 111

Transforms 112

Company / Manufacturer / Hardware Model Sync 112

Fields 112

Transforms 113

Hardware Model Sync 114

Fields 114

Transforms 115

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A

107

Incident Sync

Triggered by SL1 Events, transforms data to post to ServiceNow.

Table Action Transform Map Business Rule

u_imp_silo_incidents Post ScienceLogic incident,ScienceLogic Event

Set synchronous import set, Transformsynchronously

incident Get N/A N/A

Fields

u_imp_si lo_incidents

Event Import Table.

l u_last_detected

l u_sciencelogic_link

l u_incident_state

l u_short_description

l u_sciencelogic_automation_policy

l u_sciencelogic_action_policy

l u_subcategory

l u_event_created

l u_sciencelogic_user_ack

l u_sciencelogic_event_policy

l u_sciencelogic_region

l u_description

l u_sciencelogic_event_id

l u_sciencelogic_event_count

l u_event_severity

l u_company

l u_assignment_group

l u_cmdb_ci

l u_affected_cis

incident

Full incident record for created incident.



Transforms

ScienceLogic Incident

Source Table: u_imp_silo_incidents

Target Table: incident

Source field Target Field Coalesce Referenced Value Field Name

u_active active TRUE

u_assignment_group assignment_group FALSE

sys_updated_by caller_id FALSE user_name

u_cmdb_ci cmdb_ci FALSE

[Script] company FALSE

u_contact_type contact_type FALSE

u_correlation_id correlation_id TRUE

u_impact impact FALSE

[Script] location FALSE

u_short_description short_description FALSE

u_urgency urgency FALSE

u_work_notes work_notes FALSE

ScienceLogic Event

Source Table: u_imp_silo_incidentsTarget Table: u_silo_events

Source field Target Field Coalesce

u_sciencelogic_action_policy u_action_policy FALSE

[Script] u_active FALSE

u_sciencelogic_automation_policy u_automation_policy FALSE

u_correlation_id u_correlation FALSE

u_cmdb_ci u_device FALSE

u_sciencelogic_event_count u_event_count FALSE

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u_event_created u_event_created FALSE

u_sciencelogic_event_id u_event_id TRUE

u_sciencelogic_link u_event_link FALSE

u_short_description u_event_message FALSE

u_sciencelogic_event_policy u_event_policy FALSE

u_last_detected u_last_detected FALSE

u_company u_organization FALSE

u_sciencelogic_region u_region TRUE

u_event_severity u_severity FALSE

u_task u_silo_task TRUE

Device Sync, Interface Sync

Scheduled in the Integration Service. Syncs Devices and Interfaces from SL1 to ServiceNow.


u_imp_silo_device Post N/A IdentificationEngine, CMDBGroupAPI-CIListFunction

u_silo_relationship Get N/A N/A

cmdb_ci Get N/A N/A

cmdb_ci_network_adapter Get N/A N/A

Fields

u_imp_si lo_device

Device / Interface import table.

l u_payload

u_si lo_rela tionship

CI relationship mapping.

l u_type

l u_child_type.u_class



l u_parent_type.u_class

l u_parent_type.u_criterion_attributes

l u_parent_type.u_independent

l u_parent_type.u_parent_class

l u_relation_type

l u_is_reverse

cmdb_ci

l discovery_source

l name


l u_sciencelogic_status

l sys_id

l u_sciencelogic_id

l ip_address

l u_sciencelogic_correlation

l operational_status

l subcategory

l sys_class_name

l company

l comments

l category

l u_sciencelogic_url

cmdb_ci_network_adapter

l sys_id

l name

l ip_address

l alias

l netmask

l company

l short_description

l mac_address


l operational_status

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A

111

l cmdb_ci

l u_sciencelogic_id

l u_sciencelogic_url

l u_silo_monitored

Transforms

Not required.

Discovery Sync

Scheduled in the Integration Service. Integration applications are required to run Discovery Sessions.

l Collector Groups

l Collectors

l Credentials

l Discovery Session Requests

l Device Templates

l Device Groups

l Virtual Device Classes

l Virtual Device Create Requests


u_silo_request Get / Post N/A Catalog Request (updates), CMDBGroup - Create,Collector Group Synchronize, CollectorSynchronize, Configuration Item Group (Create),Configuration Item Group (Update), CredentialSynchronize, Device Template Synchronize, VirtualDevice Class Synchronize

cmdb_group Get N/A N/A

Fields

u_si lo_request

l u_payload

l u_process

l u_active




cmdb_group

l sys_id

l sys_domain

l sys_domain_path

l group_name

l description

l group_type

Transforms

Not required.

Company / Manufacturer / Hardware Model Sync

Scheduled in the Integration Service. Integration applications are required to sync Companies and Manufacturers.


core_company Get N/A N/A

u_imp_silo_org_ven_mfg Post ScienceLogicCompany Import


Fields

core_company

Core Company Table

l name

l street

l vendor

l city

l latitude

l manufacturer

l sys_id

l u_sciencelogic_id

l u_silo_monitored


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113

l zip

l longitude

l fax_phone

l phone

l state

u_imp_si lo_org_ven_mfg

Table used to import Organizations, Vendors, and Manufacturers.

l u_zip

l u_vendor

l u_state


l u_sciencelogic_id

l u_phone

l u_manufacture

l u_longitude

l u_latitude

l u_fax

l u_crm_id

l u_city

l u_address

l u_name

Transforms

ScienceLogic Company import

Source Table: u_imp_silo_org_ven_mfg

Target Table: core_company.

Source field Target Field Coalesce

u_city city FALSE

u_fax fax_phone FALSE

u_latitude latitude FALSE



u_longitude longitude FALSE

u_manufacture manufacturer FALSE

u_name name FALSE

u_notes notes FALSE

u_phone phone FALSE

u_state state FALSE

u_address street FALSE

u_crm_id sys_id TRUE

u_sciencelogic_id u_sciencelogic_id FALSE

u_sciencelogic_region u_sciencelogic_region FALSE

[Script] u_silo_monitored FALSE

u_vendor vendor FALSE

u_zip zip FALSE

Hardware Model Sync

Scheduled in the Integration Service. An integration application is required to sync Hardware Models.


cmdb_hardware_product_model

Get N/A N/A

u_imp_silo_model Post Hardware ModelImport


Fields

cmdb_hardware_product_model

Hardware Product Models.

l manufacturer

l name

u_imp_si lo_model

Import table for Hardware Models.

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115

l u_name

l u_manufacturer

l u_model_type

Transforms

Hardware Model import

Source Table: u_imp_silo_model

Target Table: cmdb_hardware_product_model

Source field Target Field Coalesce Referenced Value Field Name

u_silo_monitored u_silo_monitored FALSE

u_manufacturer manufacturer TRUE name

u_name name TRUE


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