What is the best practices of Service Now integration to SolarWinds/Orion?

same here.. it would be great to know how everyone is using this...

This video series covers a few of the basics from both the Orion and ServiceNow ends.

Webinar: The Power of SolarWinds Customisation - API Integration - YouTube

The out-of-the-box integration is pretty straight forward and the link that lmcbuilder​ provided should be able to help. Although, in our environment, we had to go away from the auto-creation of tickets every time an alert triggers but rather we had to create our own modules for ServiceNow (based on REST api) and in Solarwinds to allow our NOC to just click on Acknowledge (in solarwinds) in an alert to create a corresponding ticket in ServiceNow.

In saying all that, the best practice I can recommend is first identify exactly theprocesses and procedures you have that involves both products. And, from there, you will then see, whether the out-of-the-box solution or going further with creating your custom modules is the best path to take.

There is also a Solarwinds connector built into ServiceNow Event Management module.

Advantages are it will bind to the correct Configuration Item in the CMDB, can be easily configured/modified, and can normalize/correlate/add ML/AI to alerts from many monitoring systems. I used it to take the ticket routing logic out of Solarwinds.

It is a licensed module though.

https://docs.servicenow.com/bundle/london-it-operations-management/page/product/event-management/task/t_EMConfigureSolarwindsConnectorJS.html

We've been trying to set this up, but in a slightly different way.  There are plug-ins available from the servicenow developer site.  Problem we found was criticality of tickets not really being configurable via solarwinds.  We were using a sql query of one of the tables but it wasn't working as we'd hoped.  We're currently looking at tweaking things to make it work better.  I'd also be interested in knowing if anyone's got this working, especially for the auto-ticketing side of things, as that's what we're trying to implement.

We do, I have it in Prod today (Service now version Kingston and Orion 2018.2 hf6), and in Test and Dev service now we are running London. Basically the Solarwinds module from the Service now store got added and configured per documentation. On the Orion side I just added the instance name and provided the accounts. I have no issues creating incidents and keeping them in sync between the systems.

I'm actually sitting with a couple ServiceNow guys working on a POV environment this morning. It appears that one can map Statuses from Solarwinds to the criticality of incidents in ServiceNow.  I can post more info when I've been granted access to the SN console. It's definitely something that would be configured in ServiceNow. We are not using the module that connects Solarwinds to SN, we are using a service account created in SN that can query Solarwinds.

Hi,

We have NAM with the Orion Platform 2018.4 and have been using ServiceNow for over 1 year with previous versions of SolarWinds.

I have followed the SolarWinds guides:

https://support.solarwinds.com/Success_Center/Orion_Platform/Knowledgebase_Articles/How_to_Integrate_ServiceNow_with_the_Orion_Platform_-_Video

https://support.solarwinds.com/Success_Center/Orion_Platform/Knowledgebase_Articles/SolarWinds_Orion_2016_1_feature_ServiceNow_integration

On ServiceNow the corresponding SolarWinds app must be installed and a user must be created, who has the necessary permissions.

Here is very well explained what needs to be installed:

https://support.solarwinds.com/Success_Center/Network_Performance_Monitor_(NPM)/NPM_Documentation/NPM_Administrator_Guide/0M0_Integrate_an_Orion_Platform_product_with_ServiceNow/010_Install_and_configure_the_SolarWinds_Alert_Integration_application_in_ServiceNow

Since ServiceNow runs with TLS1.2 we had to do some rework on the SolarWinds, so that the connection could be established:

https://thwack.solarwinds.com/thread/100632

For this you can eg. use this tool:

https://thwack.solarwinds.com/docs/DOC-188257

Kind regards