6.6 ServiceNow Integration

ServiceNow is a Software-as-a-Service provider of IT service management software. Indeni integrates natively with ServiceNow (API integration) to automate the creation of incident tickets in response to issues.
With the ServiceNow integration, you can capture incidents using your ServiceNow ticketing system to notify your operations team to resolve issues in your infrastructure.

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

A few steps are required before you can set up the integration to ServiceNow:

1. Gather the instance ID and URL of the ServiceNow instance.

2. Create a new user in ServiceNow for Indeni to communicate with ServiceNow via REST API.

3. Collect the user ID and credential information. You will need this information for the setup.
Consider creating a new user as the reporter of the incident ticket. This will be the “caller” field on the ServiceNow form.

Communication between the Indeni server and the ServiceNow instance uses HTTPS port 443. 

Please Note:
ServiceNow Incident Management is a cloud-based solution. You may be accessing the ServiceNow instance through an HTTP proxy. Similarly, the Indeni server may be situated behind a HTTP proxy. 

OAuth2

Starting 7.3.1, you have the option to select either basic using login credentials or OAuth2 authorization. For OAuth2, you must create an OAuth application endpoint for the indeni client application to access the ServiceNow instance. Note: ServiceNow admin role is required for this task. Refer to the ServiceNow documentation for more details (documentation for the ServiceNow Orlando release).

From ServiceNow, navigate to System OAuth > Application Registry and then click New. On the Interceptor page, click Create an OAuth API endpoint for external clients and then fill in the form.

Provide a friendly name such as indeni-rcdemo1 to identify the client application. Enter the Redirect URL: https://<indeni server>/api/v1/oauth/service-now/callback

This URL can be found from the Indeni ServiceNow Integration configuration: Settings > Integrations > ServiceNow

ServiceNow automatically generates a unique Client ID for each client application. The Client Secret is the shared secret string that both ServiceNow and Indeni use to authorize communications with each other. Leave the field blank and ServiceNow will automatically generate a client secret. Copy the Client ID and the Client Secret as you will need to enter this information for the ServiceNow integration setup.

ServiceNow Setup

To get started with configuration, enable ServiceNow from the UI: Settings > Integrations > Add New Integration > ServiceNow

Prior to 7.3, enter the following in the browser’s URL:
<Machine IP>/#!/settings/integrations?servicenow=1

STEP 1:  Enter the ServiceNow Instance name and Portal URL.

For Basic authorization, enter the username and Password.

For OAuth2, enter the Client ID and the Client Secret.

To verify the details before proceeding, click on the TEST button. If the communication was successful, the user who is the resource owner will be prompted to authorize or deny the application access to their account. Essentially, the user must explicitly grant the indeni application access to the ServiceNow account.

Step 2: Define what severity issues you want Indeni to automatically open an incident ticket. You can also specify if Indeni should automatically archive the issue upon successful creation of an incident ticket.

In this example, we select only Critical and Error.

Next, map Indeni Severity to ServiceNow Impact.
While Indeni categorizes issues as critical, error, warning and information, ServiceNow supports three levels of impact the issue has on business.

Step 3: Fields Mapping

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

The fields are:

  • Caller – (mandatory field) – Using a new userID for this field is recommended to identify Indeni as the incident reporter.
  • Assigned To – (optional field) The user to whom the incident will be assigned.
  • Assignment Group – (optional field) The group who will be working on this incident. 

Once configured, Indeni will begin detecting issues, it will create incident tickets critical, error, warning or information based on your configuration. 

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