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Level 8

SolarWinds to Service-Now Integration

SolarWinds & Service-Now

=====================

We’re trying to do the following (option 1 is our preferred while option 2 is a fallback):

1)

A) SolarWinds generates alert

B) SolarWinds uses a “webservice/api/sdk/other tool” to “communicate with/connect to” with the appropriate information so ServiceNow can open a ticket with the appropriate categorization, priority, whether it is internally or externally managed (ticket assignment changes depending), etc.

C) ServiceNow will communicate to the “response team” that there is a new ticket that must be addressed

D) ServiceNow will “communicate with/connect to” SolarWinds to acknowledge the alert and to record the ServiceNow ticket in to the acknowledgement notes

E) SolarWinds will register alert and set alert to acknowledged status and will include the ServiceNow ticket number

*END*

2)

A) SolarWinds generates alert

B) SolarWinds sends email notification to ServiceNow – email will need to be in appropriate form to be “absorbed”

C) ServiceNow “absorbs” email and generates a ticket with the appropriate categorization, priority, whether it is internally or externally managed (ticket assignment changes depending), etc.

D) ServiceNow “responds” to email with acknowledgement and ticket number

E) SolarWinds registers the response and sets the alert to acknowledged status and will include the ServiceNow ticket number

*END*

At this time, we’re looking for foundational materials to help us get started and determine the easiest/best way to perform one of these options and we’re hoping SolarWinds support can give us some pointers on where to researching documentation and what documentation may exist. Our hope is this is a relatively straight forward activity since it seems like it would be fairly standard that companies would want their monitoring and ticketing systems to interact. We have been rather ineffectually researching SolarWinds documentation and Thwack for roughly a week and have been unable to find the “start here” materials. We understand that the referenced SDK is not supported and we will have to use Thwack as support, however, at this point, we don’t have enough information to understand whether the SDK is our best/only option. We see in the release notes that there is the VBClient, etc. however it is unclear if this is the proscribed technique or just *A* technique.

Thanks in advance for your feedback and guidance!

24 Replies

SCORCH with the Kelverion ServiceNow and SQL Server IPs are the way to go.  It's easy to do the work and you can focus more time on developing the interaction processes instead of trying to figure out how to code them.

Level 8

We're currently doing this using System Center Orchestrator as an intermediary (because we already owned it).  I have previously done it with a some custom developed node.js middleware.

The tricky parts are when you want to get more complicated with 'when' you create an alert.  You have to take things into consideration, such as:

  • I've already previously created an alert for that CI, do I want to create "another" alert for that CI, or escalate/update the current ticket
  • Should I first check all active change requests to see if that CI is in the middle of a change before I create an alert that it's down?
  • Do I want to have different assignment groups for different escalation levels/event counts?

Those are important things to think about to keep people from hating you and all your pesky tickets. 

As an added mention, we also looked at a company called Ayehu and their product eyeShare.  Their product was fairly well built as far as building workflows and integrating with SNOW.  If I remember right, it integrated in with the database, so it polled SolarWinds for alerts instead of SolarWinds pushing them to it.

It reminded me a lot of Orchestrator, which is why I think we ultimately decided just to use Orchestrator.

0 Kudos

I was pleased to see that ServiceNow event management has all of that logic built in so I only have to worry about alert message delivery to it. Pro is I can also manage the logic in the ServiceNow GUI vs scripts. Con is that ServiceNow event management does not have great rolls or tenancy so it requires an event admin or manager to set rules - also it's logic for assignment group is static per rule vs a lookup against the cmdb record.

0 Kudos

Is there something that we need to enable on SolarWinds end to allow ServiceNow to use this connector? I am getting 403-Forbidden error when I try to connect from ServiceNow. Is there an specific access / user we need to grant to allow this?

0 Kudos

pranavpparmar​ shouldn't you be trying to connect to service-now from Orion, not the other way around?

0 Kudos
Level 16

the latest Solarwinds Orion NPM Beta includes service now integration -- I have been crunched for time otherwise i would have tried this out.

Our Service Management Tools teak created a web service in our service now instance -- Solarwinds invoke this using a http post from the alert to create a ticket... it works.

inbound email api actions means you need a working email infrastructure... working http post means that I need fewer bits working here on a campus for it to make it to the serviceNow servive

We have tested successfully with service now event management and find it includes much of the logic we found missing from other integration methods.

sadly servicenow's event management module isn't included in /our/ licence, and would be $$$$$$ to add so that might be moot.

0 Kudos

I always expected this to be the case, but are you saying it allows *HTTPS* post now or only HTTP? That was an issue in the past.    

0 Kudos

Solarwinds 'post to http' supports https -- just specify a https:// URL

‌i agree not having https post option is limiting (as well as http put missing)

in this case I would wrap the json http post into powershell script executed by the alert action. Then you can also easily write to windows event log and have another Sam monitor report those back (since failed alert action scripts do not report as failed, arghh)

0 Kudos

Not sure if this has been answered or not, but you can integrate SolarWinds (or any tool that generates an email notification) with ServiceNow using its inbound email actions API, which is written in JavaScript. There's tons of documentation on the ServiceNow website detailing how to get started. Hope this helps!

0 Kudos

yeah we have done that in the past.

The integration on the servicenow side involves a perl script to read the email and parse it.

It gets to be sensitive to formatting (plus text only).

It quickly becomes un-scalable.

Level 13

You can use Evanios for the integration!

0 Kudos
Level 7

You can integrate SolarWinds with ServiceNow by leveraging the Evanios Packaged Integration, which is free. This application not only allows for integration but also provides event management with our Evanios Operations application. Here are the documentation links:

 

Solarwinds Integration - Evanios Blog
http://www.evanios.com/site/solarwinds-servicenow-integration/

SolarWinds Packaged Integration - Evanios Solution Documentation
http://www.evanios.com/mwiki/index.php?title=SolarWinds_Packaged_Integration

Please feel free to contact me with any questions about our products.

Dave Karthauser - dkarthauser@evanios.com

 

0 Kudos

Evanios does not appear to be free at all, just a super ridiculous limited trial.

Level 7

I just finished creating a Perl scripts that create incidents in service now from solarwinds it's a two part script written in Perl.

1) Custom Functions (Perl Module) to create and close incidents and assign them to the CMDB assigned team etc.

2) Solarwinds BD connector that extracts the server information and some custom fields from and send then to the Server Now script.

Just need to add the call to the perl script in in that alarms you want a ticket logged.

It also can auto close the tick if the server self heals.

The service now Perl Module is portable so can be used with any other script or monitoring system to create tickets.

If you would like any info let me know

aaemohawk@gmail.com

Level 7

Hello,

Not sure if you're still looking for ways to integrating Solarwinds with Servicenow. We have developed a solution and it can be used for free. It will be very simple to integrate Solarwinds alert to ServiceNow using our solution. You can read more about and download it at:

SolarWinds ServiceNow Integration | ServiceNow

Feel free to contact me for any questions: mjarjour@evanios.com

0 Kudos

We are working on the same sort of integration.

Service now has provided a perl script to open a "ticket" and I will be putting a distribution of Active State Perl on our Orion server to utilize this.

The Service Now API  (via a perl module provided by Service Now) will also allow for other actions.

We are pursuing both avenues with our prime focus on the perl/api route so that we don't depend on email as a point of failure since it is not a guaranteed medium and timeliness in notification can be an issue.

Right now I am in the middle of a change freeze for the holidays some my progress is delayed.  I may test using a pc in the mean time.