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Solarwinds Generating tickets in ServiceNow - Do you need a module?

Does anyone know if we need to have the ServiceNow Solarwinds module in ServiceNow to generate tickets? I have a few other apps that are configured to send an email to ServiceNow and gernate tickets and I am hoping Solarwinds can do the same without having to fork over a ton of money. Thanks!

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Alerting

Accepted answers

MoonLight

Yes, we do need to have the " SolarWinds Alert Integration" from ServiceNow App/Store to be enabled/installed in ServiceNow. I believe this KB has all the details: support.solarwinds.com/.../How-to-Integrate-ServiceNow-with-the-Orion-Platform-Video

All comments

LeBeauUK

From what I can see there is a option under the Action to create a ServiceNow Incident:

MoonLight

christopher.t.jones123

@martian_monster, so technically speaking you could still send an email to ServiceNow from SolarWinds and have it create a ticket. However, if you go down that route you lose all the advertised functionality of the ServiceNow Integration. To leverage that integration that is advertised you need to add the SolarWinds App from the ServiceNow App Store.

martian_monster

We have had some issues recently with people ignoring drive space alerts and are looking to dump them into ServiceNow.. Our backups appliances send an email to ServiceNow and it generates a basic incident so it sounds like we can do the same with Solarwinds. Last time we looked at the App it cost quite a bit of money so this should work for what we want it to. Thanks!!!!

shuth

The alert integration app in ServiceNow should be free.
https://store.servicenow.com/sn_appstore_store.do#!/store/application/28d51d460f129a006d9cb17ce1050e6c/1.1.1

I think there was a separate event connector app that pulled entries from the SolarWinds Events table. Not sure about that one.

chucksimalchik

If your SNOW instance supports it, should be no issue to simply have Orion send email similar to your other apps. As noted, you lose some of the benefits of two-way integration. In our case, we send events from Orion to a third party event correlation tool which opens incidents into SNOW.

m_roberts

Others have shared links to the resources on how to get the native Orion alert action integrated to ServiceNow, so I will just add my thoughts.

Email to ServiceNow is the least best option, as it can be restrictive and more of a burden to manage.

If the native alert action is not fulfilling your needs, then you can look to use the custom script or Get/Post to Web Service alert actions, with the former the only one we use with our customers. This route gives you way more capabilities, as you are in full control of what and how you want the incident creating functionality to work. Whether this is the level of data exchange, logic workflow in the code etc. Obviously a bit more investment to create that capability, but greater functionality out the back of it.

martian_monster

I reached out to our ServiceNow team and the Solarwinds Alert Integration was setup. We just never finished sending the alerts over to ServiceNow from Solarwinds. Starting to look at that now.

martian_monster

I started setting up test alerts out of Solarwinds to send over to our test instance of ServiceNow. So far so good but I know I am going to have questions.