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Integration with ServiceNOW Event Management

Integration with ServiceNOW Event Management

The new SNOW Integration with NPM 12 is fantastic.  However a lot of customers use the ServiceNOW Event Management Module and require events go to the Events table first for pre-processing before they become incidents.  It would be awesome if the SNOW integration was able to give you the option of creating events instead IF the SNOW Instance has the Event Management Module.

Because a majority of our customers have Event Management, we're forced to not use the Solarwinds --> SNOW Integration and instead are using a SNOW MID Tier services connector utilizing a custom javascript code that leverages Solarwinds SWIS to collect advanced alerts every 30 seconds.  It works wonderfully but it would be amazing if the functionality was built into the existing, new integration.

4 Comments
Level 12

Why don't you just email the solarwinds incidents to snow via Advanced Alert Manager?

Level 12

There are a couple of (perhaps mostly internal-facing) reasons  1, our engineering team has found that the email submit is not reliable (I personally question the validity of this accusation...).  2, email submit is not a true integration - we have a need for the bi directional communication that the new integration offers.  The same could be said for almost any action, we could just do an http post too or an external program execute and do a curl command, but again, not a true integration.  3) when you do the email submit you put a lot of extra leg work onto SNOW.  meaning once you create the email action in SW, you still have to create event rules that process the incoming emails to determine the host CI, severity, assignment group, etc.  With a direct integration, you can bring that heavy lifting closer to the source and minimize configurations necessary in multiple areas.

For example, the custom connector javascript I wrote that we currently use today requires very little configuration on the SNOW side.  It collects advanced alerts from Solarwinds and automatically puts SW fields into the correct SNOW fields for any alert that's created.  (We actually don't have ANY actions in any of the alerts because the connector script only relies on the Alert Message.)  There's no need for event or alert rules to parse an email as there would be with email, http post or curl submit.

Level 16

+1... Even we are doing it via MID tier concept. But if the feature is enabled to flow into the events table first then it would be great...

Community Manager
Community Manager
Status changed to: Open for Voting