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Re: ServiceNow Event Management Integration with SolarWinds
LadaVarga Sep 20, 2017 3:20 PM (in response to xtraspecialj)Hello,
Unfornunately ServiceNow integration app is aimed for customer who want create/update/resolve incidents according Alerts. When alert is triggered and have defined Snow action it will create incident.
This Last page is only about posibility update incidents in SNow and alert in SolarWinds.
Why you can't use "SolarWinds Alerting" <-> "ServiceNow incident system" and skip that SNOW Event Management?
If you can't use direct way I recommend to use SolarWinds SDK(Orion SDK Information ) and connect to "SNOW Event Management" yourself. You can react for trigger/reset/ack etc.
Lada
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Re: ServiceNow Event Management Integration with SolarWinds
xtraspecialj Sep 20, 2017 3:44 PM (in response to LadaVarga)OK, thanks for your response LadaVarga. That was fast.
Why you can't use "SolarWinds Alerting" <-> "ServiceNow incident system" and skip that SNOW Event Management?
Well, like I said in my post, having a monitoring system bypass Event Management and start creating tickets itself goes against the whole concept of Event Management... The point of Event Management is to point all of your monitoring systems (including SolarWinds) at it so that it can assimilate all of them and correlate them. It gets to see all of the events going on and decide what to do with all of them. With Event Management you have one place where you create all of your rules for creating incidents (among many other features of course). If you start letting your individual monitoring systems create incidents then not only did you waste money on Event Management software, you now have a bunch of places you need to setup ticket creation automation rules instead of one. That would be a nightmare.
If you can't use direct way I recommend to use SolarWinds SDK(Orion SDK Information ) and connect to "SNOW Event Management" yourself. You can react for trigger/reset/ack etc.
I'm pretty familiar with the SDK as it pertains to writing custom SWQL queries and powershell scripts, but as far as "connecting to SNOW Event Management" myself, what do you mean? The way the SNOW guys want to do it is to use what they call a "SolarWInds Connector" that will simply run a SQL query against our events table every two minutes. I'm not too enthused about this for several reasons. One, our Events table is quite massive and having a large SQL query like this run up against it every two minutes seems less than ideal. Another reason is that I don't like the idea that an event may not be picked up in their console for up to two minutes.
Our current event management software accepts traps, so all of our alerts have a "Send a SNMP Trap" trigger/reset action, so it gets alerts pretty much instantly. Apparently SNOW can't receive traps this way. Is there a way using the Orion SDK that we can have it automatically push out a REST call to our SNOW Instance any time an alert is triggered? If so, how?
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Re: ServiceNow Event Management Integration with SolarWinds
dmartzall Jun 21, 2018 5:22 AM (in response to xtraspecialj)SNOW can receive trap messages, but there is a connector that uses the API to connect to the Event table and pull the most recent events. In our buildout I made alert actions that wrote to the event table, that meant these would have a different event type. I wrote a post about our experience yesterday. Integrating Monitoring Tools into ServiceNow Through Event Management
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Re: ServiceNow Event Management Integration with SolarWinds
RichardLettsSep 20, 2017 8:21 PM (in response to xtraspecialj)
I'm going to note that, atleast for our SNOW contract, their event management subsystem was an extra-cost item that was a lot of $$$$
so we skipped it.