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Intergrating Solarwinds and ServiceNow for automation

Hello everyone,

I opened a ticket last week with the support team and they redirected me to you.

They said that I will need the orion SDK package...

I am looking for the proper documentations or help to guide me to be able to automate our ticket creations using Solarwinds and ServiceNow.

Could you give me a hand?

Thank you,

Alice

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jm_sysadmin

Automation is a pretty broad description, what are you trying to do?

Sync data between system, use workflows to trigger tasks in Orion, etc?

I have tinkered a bit in both system, we push data back and forth between systems, but you may be thinking of the feature in the NPM beta which allows alerts to open incidents and sync state, which hasn't released yet.

aliceak

I agree. that was vague :-)

So, I want a ticket to be created, automatically, when an Alert is raised to notify/assign it to the right team.

Service Now is what we need to do it with.

:-)

Thanks

jm_sysadmin

So that exact feature is in in the NPM beta right now. If you can't wait, I have some sample PowerShell code that can be triggered in the custom action, but its nowhere near production ready, just something that I tinkered with. Our mandatory fields likely don't match yours, and the values might be different. We have at least one custom field required, and you may have completely different ones.

function Create-ServiceNowIncident ($instance, $ShortDescription, $LongDescription, $IncidentUser) {
     $username = "user_with rights_to_create_incident_with_soap_call"    
     $password = "yourpass" #I recommend storing the password elsewhere    
     $cred = New-Object System.Management.Automation.PSCredential -ArgumentList @($username, (ConvertTo-SecureString -String $password -AsPlainText -Force))
     $ServiceNowIncidentWS = New-WebServiceProxy -uri https://$instance.service-now.com/incident.do?WSDL –Credential $cred    
     $type = $ServiceNowIncidentWS.GetType().Namespace     
     $insert = new-object ($type + '.insert')          
     $insert.short_description = $ShortDescription    
     $insert.description = $LongDescription    
     $insert.caller_id = $IncidentUser    
     $insert.assignment_group = "Team"    
     #$insert.u_preferred_contact_method = "Email"    
     $insert.category = "Application or Software"    
     $insert.subcategory = "Orion Alert"    
     $insert.contact_type = "Monitoring"    
     $insert.urgency = 1    
     $insert.Impact = 3    
     $insert.u_app_software = "This is a custom field for Us"    
     #$insert.u_requested_for = ''        
     $insert.assignment_group = "Support Center"         
     $ServiceNowIncidentWS.insert($insert) 
     } 
Create-ServiceNowIncident("your_instance","Issue desc","Details","User in ServiceNow")

jm_sysadmin

Also consider the email ingestor that allows you to send an email and have a ticket created from it. That may be enough to bridge the gap between now and when the new features are ready.

superfly

We do things a little different. I generate the alert in Solarwinds which then emails a ServiceNow email address. And in the email body I use the codes to fill out an incident form in ServiceNow.

aliceak

Would you be able to give me more info in regards to the body and codes you are using to autofill the form?

Are you using Alert central for this?

superfly

Sorry for the late reply (holidays ) but I'm not using Alert Central. Basically the developers have given me Email Codes that I need to fill in in the email which will then generate the ServiceNow ticket. And I send the email to a particular email address.

So for example some of the fields they've given me are

SC_logicalname: ${NodeName}

SC_downstart: ${DateTime}

SC_title: ${NodeName} is down

SC_description: Node ${NodeName} (${IP_Address}) was reported as ${Status} at ${DateTime}

Where logical name matches the affected configuration item and the rest are self explanatory. So I use the Solarwinds codes to generate the email details for each field in the ServiceNow ticket.

I hope that helps.