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.

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. 

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

ServiceNow Setup

To get started with configuration, enable the feature by entering the following in the browser’s URL prior to 7.3:
<Machine IP>/#!/settings/integrations?servicenow=1

Starting 7.3, you can enable ServiceNow from the UI:

Settings > Integrations > Add New Integration > ServiceNow

STEP 1:  Enter the ServiceNow Instance ID, Username, Password and Portal URL.
To verify the details before proceeding, click on the TEST button.

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.

Step 3. Mapping 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 4. 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.