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Integrating SolarWinds SAM and NPM Events with Service Now

To All -

I have a request to integrate SAM and NPM with Service Now.

I already setup a connection to Service Now in SolarWinds using credentials that the SN team provided and we successfully tested the connection (in the pic the service is down because they disabled it but it does work). We tested ServiceNow creating a ticket when getting an alert from SolarWinds and that was successful.

I now got this request.

We are looking to integrate SolarWinds Service & Application Monitor events and/or Network Performance Monitor events into our ServiceNow Development environment.
What we would need from you is the SolarWinds monitor IP address along with credentials to provide ServiceNow with the rights to pull in events.

Along with these two links.

Configure event collection from SolarWinds monitor

Create SolarWinds monitor credentials

Do I need to create an account on the SolarWinds side via Admin /Accounts /Manage Accounts for the Service Now to use that is different from the account that is used to connect to ServiceNow from SolarWInds currently? The links seem to point to Service Now needing to be configured, not SolarWinds?

TIA

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Accepted answers

All comments

mesverrum

Seems like you guys are talking about two different things. The connection that SW uses for creating tickets is the thing you already did. Now they want to set up something else where they are going to have the events list from Orion show up inside SNOW (I hope they know what a tidal wave of noise is coming at them). For their thing they will need you to designate a credential that has right to solarwinds, but I'm not 100% sure what level of permissions is necessary for their tool, but I'd start them out with something really stripped down and read-only.

pratikmehta003

the links you are referring to is actually an integration method which is a 'pull' from ServiceNow. We are using this currently for many customers since the idea followed here is that event mgmt has to be done on SNOW so all monitoring tools send data to SNOW and then required rules and everything is written at SNOW end only... This integration is different from the default SolarWinds->SNOW integration wherein u just connect the instance and create a SNOW incident trigger action in your alerts...

So if u are going to follow the integration mentioned in the link, then you need to create a user account in SolarWinds which should be have admin access...This will allow SNOW to pull data from SolarWinds DB without any issues...

feltonlewis

Thanks. That is what I was thinking.

feltonlewis

Pratik -

Even though we're using AD for authentication, I'm assuming the account can be an Orion account or a local server account? Does it really need to have admin access for SN to pull the information? That seems a bit much to be able to just read.

pratikmehta003

Hi feltonlewis by admin i meant the local account.. you can just create one Orion Individual account having admin rights..i think that should not raise any questions as its no where connected with AD...

feltonlewis

Thank you Pratik. I did create an Orion account but to be safe I felt more comfortable with just giving it read access to the modules that we use. Can always add more rights.

Thanks for you help!