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servicenow integration properties and CI binding issue

Does anyone know where these properties come from? Are they hard coded properties in solarwinds or is solarwinds dynamically "pulling" these from the servicenow incident table?

Reason I ask is because we're having a CI binding issue in servicenow where the node is a VM that is apart of a cluster. So there are several CIs in SNOW with the same name: the VM CI, the Cluster Node CI and then the actual Windows Server CI. We need to bind to the Windows Server CI but SNOW appears to just be binding to the first one in the CI list which is the cluster node. So we're wanting to pass "Class" or "sys_name_class" into servicenow but it is not an available property.

We've tried pass class in with the configuration_item field but servicenow doesnt seem to like that.

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Accepted answers

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lsalinas

Pretty sure they are pulled from the ServiceNow DB tables. We have a current issue, where the pull down values for "Urgency, Impact", etc, are not being displayed correctly. Apparently there are Incident and Task Tables in SNow, and it is pulling from wrong table. I also see some company specific Properties in our 5 pages of Properties in this popup.

hope that helps.

ryan.davis26

I hear ya, I'm running into the same thing - and the documentation from both solarwinds and servicenow is horrible. Whatever you do, don't submit a ticket to support to help you on this because they have even less of a clue than we do...

All the fields that you see in the properties selection box should be from the incident table only. and there are only a handful of fields that are compatible and that will show up, see this url for compatible fields (Cannot see fields for ServiceNow in the Orion Web Console - SolarWinds Worldwide, LLC. Help and Support )

I actually solved what I was trying to do - what I ended up doing was taking a deep dive into the SWIAPI script in servicenow 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" (http://wiki.servicenow.com/index.php?title=Encoded_Query_Strings#gsc.tab=0 ) 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 all in the configuration_Item field and that worked like a charm, no need to pass it as a seperate field from solarwinds.

michael.hooper

Where in Solarwinds do I pass the encoded query to make sure it selects the right CI on the ServiceNOW side when creating a ticket? I'm alerting on Router Interface utilization and our organization has tons of interfaces named wan1 or something like that. Right now, when it creates a ticket for an interface named wan1 it just selects the first one it finds matching that name. But if I can pass the router to it as a filter, that should do it. I think I know the query I need, I just need to know where to put it. Is it in the name field on "Create ServiceNOW Incident" feature under the Trigger Actions or somewhere else?

ryan.davis26

You should be able to pass the name of the device similar to how Ive done it in the configuration item field of the create a service now incident action. You would just add additional filtering for that interface.