ServiceNOW integration

ryan.davis26

OK, I'm having a really hard time here explaining to tech support what we're trying to do with the out of the box integration.  I'm reaching out to thwack to see what others are doing with the SNOW integration and to determine if I'm totally off base here.

Backstory:

We employ ServiceNOW discovery for multiple clients.  Discovery naturally populates the ServiceNOW CMDB.

There are many cases where the configuration_item table contains many a duplicate CIs, think "windows cluster node", "VMWare Instance", "Windows Server", ETC. which all have the same Name Property, I.E. ServerABC

The Solarwinds to SNOW integration does not seem to readily address this fact as you're not able to further filter the configuration_item that generated the alert.

In most cases SNOW will bind the incident to the INCORRECT CI, say for a Disk alert it will bind the incident to the Windows Cluster Node CI rather than the Windows Server CI.

The Bottom Line:

What I'm trying to do is pass the SNOW Configuration_Item property of "Class" to further filter the actual CI the incident should bind to as well as maybe even further.  Say for example if the alert generated from an application, we would want to bind to the application instance on that server CI...

An ultimate example would be something like this in the "create servicenow incident" action, for configuration_item :

     “name=ServerABC^class=SoftwareANDname=Microsoft Exchange”

Or even something like this,

     “name=ServerABC^class=DiskANDname=C:”

Am I totally off base here?  Are other folks just not worried about it?  Is sub-ci binding just a pipe dream?  Should I not be trying to use Class and maybe look at another property?  Documentation is terrible on both ends and I'm sort of questioning everything at this point.

ryan.davis26

Since solarwinds support in this matter was really lacking, I ended up solving this myself:

From another post of mine:

So what I ended up doing was taking a deep dive into the SWIAPI script that is used by the Solarwinds App.  I saw that it was using something called a "filter query" as one of its means to do lookups.  I looked up how those work and you basically construct something called an "encoded query string" using the breadcrumbs on any table in servicenow that you need.  In my case this worked beautifully as I was able to pass name=serverABC^sys_class_name=cmcbi_ci_win_server and that worked like a charm, no need to pass it as a seperate field from solarwinds.