ServiceNow Integration

ServiceNow is a SaaS based company that provides service management. They specializes in IT Services Management (ITSM), IT Operations Management (ITOM) and IT Business Management (ITBM). Indeni can integrate natively with your ServiceNow account, allowing you to leverage your existing ticketing system which will help your organization further automate the creation of incidences and issues uncovered in your infrastructure.


Understanding Requirements

Firewall

  • ServiceNow Incident Management is a cloud-based solution. You may be accessing the ServiceNow instance through a HTTP proxy. Similarly, the Indeni server may be behind a HTTP proxy. The communication between the Indeni server and the ServiceNow instance uses HTTPS port 443.

Settings

  • You will need the Instance ID and URL of the ServiceNow instance.
  • The native integration with ServiceNow uses basic authentication to establish communication between Indeni and the ServiceNow instance. Create a new user in ServiceNow for Indeni, with permission to communicate with ServiceNow via REST API. The Role required for the new User should be web_service_admin, rest_api_explorer or admin.
  • Save the User ID and credential information in a safe place, since you will need to access this information later.
  • Consider creating a New User as the reporter of the incident ticket. This will be the “caller” field on the ServiceNow form.

Please Note: Indeni does not integrate with ServiceNow on-prem offerings. Indeni only integrates with Service Kingston or later releases.

Configure ServiceNow Integration

To configure the ServiceNow Integration, navigate to the Settings Icon and select External Integrations.

Step 1. Configure ServiceNow Authentication

Provide the instance ID and the URL of the ServiceNow instance along with the credentials you created for REST API access.

Please Note: You can test connectivity to ServiceNow by clicking on the blue TEST button. The test ensures that firewalls are not blocking the connection between ServiceNow and Indeni. It also verifies that Indeni has successfully authenticated to ServiceNow. If the test fails, it may either be your firewalls blocking the connection or you do not have the right privilege for API access.

Step 2. Define Indeni Issue Severity and Automate Incident Tickets

Typically, customers want to automate incident tickets that are Critical and Error. It might also be helpful to specify if Indeni should automatically archive the issue upon successful creation of an incident ticket.

Step 3. Mapping Indeni Severity to ServiceNow Impact

ServiceNow only defines three levels of impact on business operations, and also the concept of Urgency. Indeni defines four levels of impact (Critical, Error, Warning and Information) and does not have the concept of “Urgency“.

Step 4. Mapping Fields

Creating a ticket is effectively populating the incident form with information about the incident. You can specify ServiceNow fields to be populated when a ticket is created. The fields are:

  • Caller – We recommend creating a new UserID to identify Indeni as the reporter of the incident. This is a mandatory field.
  • Assigned To – Identify the User assigned to work on this incident. This is an optional field.
  • Assignment Group – Identify the group assigned to work on this incident. We recommend that you define this to help ensure that the ticket is routed to the correct team right away. This is an optional field.

How the Integration Works

When Indeni detects an issue it will generate issues that are Critical, Error, Warning or Informationalbased on how your Rules have been configured.

Here is a quick view of the ServiceNow Field to Indeni Field Mapping schema:

ServiceNow FieldDescriptionIndeni Field
ImpactThe effect that the task has on businessSeverity=Critical, Error, Warning
Short DescriptionA brief description of the incidentIssue headline plus the name of the device
DescriptionDetailed explanation on the incident

Upon successful creation of an incident, ServiceNow responds with a ticket number to Indeni. This ticket number is added to the NOTES of the issue that was created.

Clicking on the incident ticket number will cross launch the ServiceNow portal of that particular incident.

After the successful creation of an incident ticket, Indeni will continue to update the ticket with new events. Every time Indeni adds an item to the NOTES section of the original issue, Indeni will automatically update the ServiceNow incident ticket. This process ensure that the information in the ServiceNow ticket is identical to the information presented in the Indeni User Interface.

Here is a list of Indeni Events that will be updated in ServiceNow:

  • New Issues that have been identified based on your Indeni Rule Configurations
  • Issues that are Archived/Unarchived
  • Issues that are marked as Resolved
  • When an Issue Item state changes, e.g. a vpn tunnel goes down or comes up
  • When an Issue Item Archived
  • When an Issue Item is Resolved
  • When an issue enters Cool Down
  • When a User creates a New Annotation within an Issue
  • When an Issue returns during the Cool Down period

    Please Note: When Current data shows this issue seems to have been resolved Indeni will wait up to a few hours to ensure it does not re-occur (a “cool down” period). If the problem does not occur again, the Issue will be marked as resolved and closed. It it does, the Issue will send another notification.