SolarWinds & Service-Now
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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!
