SNOW REST connectivity

SNOW REST connectivity network icon
SNOW REST connectivity network icon

 

Verify ServiceNow test/production  environment connectivity.  Are you ready to begin the checks for ‘SNOW REST connectivity’?

 

Verify the following pre-requisites are met before proceeding:

Proxy

TEST/PROD ServiceNow (SNow) URL(s)

ID

Password

 

High level outline:

Verify network connectivity via proxy, using SNOW URL’s, ID, password

Verify CredentialManager Snapin installed

Setup credentials in CredentialManager

 

 

Verify network connectivity via proxy, using SNOW URL’s, ID, password

Determine the SCOM notification account being used, see blog for details.

RDP to SCOM MS using notification account.

Open PowerShell as administrator

Verify network connectivity pasting command into PowerShell window

Example SNOW URL JustinTime.servicenowservices.com

Test-NetConnection -ComputerName JustinTime.servicenowservices.com -port 443

Test-NetConnection -ComputerName JustinTime.servicenowservices.com -port 443 -proxy ##PROXY##

 

Successful connectivity

PS C:\MonAdmin\SCRIPTS> Test-NetConnection -ComputerName servicenowservices.com -port 443

ComputerName     : servicenowservices.com

RemoteAddress    : 199.91.136.115

RemotePort       : 443

InterfaceAlias   : Ethernet 2

SourceAddress    : 10.0.0.30

TcpTestSucceeded : True

 

 

Verify CredentialManager Snapin is installed

Best practice – Encrypt credentials on SCOM MS to prevent cleartext in scripts.  To begin, this includes details to verify SnapIn, verify credentials stored, store credentials.

 

Verify CredentialManager Snapin is installed

RDP to SCOM MS server(s) as SCOM Notifications SVC account with SA access

Open PowerShell as administrator

Paste command(s) into PowerShell window to test network connectivity to SNOW environments

# Verify Credential Manager snap in installed

$CredMgrModuleBase = Get-Module -Name CredentialManager

if ( $Null -ne $CredMgrModuleBase.ModuleBase )

{ write-host -f yellow “CredentialManager PoSH Module Installed, ModuleBase = $($CredMgrModuleBase.ModuleBase)” }

if ( $Null -eq $CredMgrModuleBase.ModuleBase )

{ write-host -f red “CredentialManager PoSH Module NOT Installed” }

 

CredentialManager snapin PowerShell output
CredentialManager snapin PowerShell output

 

Verify Stored Credentials on server

First, verify any credentials stored on server, specific to ServiceNow or not.  Second, we begin to use the Get-StoredCredential command. Third, we will setup the credential for REST integration, lastly verifying credential.

Setup Credentials for SNOW RESTAPI

RDP to SCOM MS server(s) as SCOM Notifications SVC account with SA access

Open PowerShell as administrator

Paste command(s) into PowerShell window to test network connectivity to SNOW environments

 

If no output, there are no credentials stored under the RDP login.

Get-StoredCredential

Commands specific to ServiceNow to verify credentials exist

$Credential = Get-StoredCredential -Target “ServiceNowCredential”

$Credential = Get-StoredCredential -Target “svc_rest_scom”

CredentialManager Get-StoredCredential Output
CredentialManager Get-StoredCredential Output

Alternate command to verify stored credential

Get-StoredCredential -Target “ServiceNowCredential”

CredentialManager Get-StoredCredential -Target "ServiceNowCredential"
CredentialManager Get-StoredCredential -Target “ServiceNowCredential”

 

 

Setup Credentials for SNOW RESTAPI

RDP to SCOM MS server(s) as SCOM Notifications SVC account with SA access

Open PowerShell as administrator

Paste the following commands to create stored credential:

New-StoredCredential -Target “ServiceNowCredential” -UserName “svc_rest_scom” -Password “##Password##” -Persist ‘LocalMachine’

 

New-StoredCredential output example
New-StoredCredential output example

 

Verify credential being used by SCOM

$Credential = Get-StoredCredential -Target “ServiceNowCredential”

New-S

 

Therefore, network connectivity verified.  Lastly, encrypted credentials are stored in the SCOM notifications SVC account.  Continue the integration!

SNOW REST integration prerequisites

SNOW REST integration prerequisites
SNOW REST integration prerequisites

Did you know –

These PowerShell scripts allow organizations to specify which alerts/events that need to go to ITSM tool.

Does not matter to the tool, whether Broadcom (Spectrum/DXOI), SolarWinds, MECM/MEM/MCM, SCOM

Pretty much ANY tool that can leverage PowerShell scripts and/or REST calls can utilize this script.

The following ServiceNow ‘SNOW REST integration prerequisites’ are required before proceeding.

TEST/PROD ServiceNow (SNow) URL(s)

ID

Password

Incident short_description naming convention

ServiceNow SNOW Alert rule (to make events create incidents)

ServiceNow SNOW Incidents require additional variables to match ServiceNow selections

 

SNOW Incident short_description field is the title of the incident

Pre-define this in the SNOW REST Event/incident injection, to meet organizational naming conventions

Description can be additional details about the issue to be investigated, resolved.

SNOW Incident short_description, description fields
SNOW Incident short_description, description fields

 

Examples of short_description titles

# Setup SNOW Event Name standard

Example SNOWAlertName

$SNOWAlertName = “<Org> <Team> SCOM Test Event – $Alert”

Example SNOWAlertName

$SNOWAlertName = “<Team> <ORG> SCOM Event – $AlertName”

Example SNOWAlertName

$SNOWAlertName = “<Team> <ORG> SCOM $AlertName”

Example SNOWAlertName

$SNOWAlertName = “##CUSTOMER## ##TEAM## SCOM Event – $AlertName”

Example SNOWAlertName

$SNOWAlertName = “##TEAM## ##CUSTOMER##: SCOM – $AlertName”

Example SNOWAlertName

$SNOWAlertName = “##TEAM## ##CUSTOMER##: SPECTRUM – $AlertName”

Example SNOWAlertName

$SNOWAlertName = “##TEAM## ##CUSTOMER##: SOLARWINDS – $AlertName”

 

SNOW Incident fields

Direct Incident REST injection requires additional fields, such as caller, business_service, category, subcategory, channel, impact, urgency, priority, assignment_group
SNOW Incident fields
SNOW Incident fields
Additional SNOW incident fields
Additional SNOW incident fields

 

Additional information

REST/RESTAPI https://www.techtarget.com/searchapparchitecture/definition/RESTful-API

SNOW Utah Connector https://docs.servicenow.com/bundle/utah-it-operations-management/page/product/event-management/task/t_EMConfigureSCOMConnector.html

Additional blogs showing scope and options using ServiceNow for ITSM tool

https://kevinjustin.com/blog/2024/03/27/servicenow-event-integration/

https://kevinjustin.com/blog/2024/03/27/servicenow-incident-integration/

https://kevinjustin.com/blog/2024/04/30/servicenow-connector-for-scom/

https://kevinjustin.com/blog/2024/05/24/lots-of-options-to-create-servicenow-incidents-through-powershell-scripts-connectors-and-3rd-party-vendors/

Create ServiceNow incidents from SCOM

Create ServiceNow incidents from SCOM
Create ServiceNow incidents from SCOM

Been working to ‘Create ServiceNow incidents from SCOM’ with Joe Kelly (Joe’s LinkedIn), Steven Brown (Steven’s LinkedIn), and Tim Fields (Tim’s LinkedIn).  Over the past few months, we’ve found quite a few methods available, some free, some with cost.  All methods are built on ServiceNow (SNow) REST commands.  The resulting PowerShell scripts can do most of the heavy lifting for other Tools like SolarWinds, vCenter, vRealize,  Zabbix, SAP manager, Kafka, Nagios, HP OpenView.

 

Last month’s blog showcased the ServiceNow API/Connector for SCOM

ServiceNow Connector for SCOM

 

Depending on your customer use cases, this may not be the preferred choice.

One SNOW flavor is like NetCool, where you inject ALL SCOM alerts into ITSM tool (i.e. SNOW events).  Another flavor allows you to create a group of objects which will inject SNOW events.

What if you only want incidents for a small subset, and don’t want to wait on SNOW team?

We got that covered.

What if SNOW team wants events only, how can you create an incident?

We got that covered.

 

ServiceNow connector options:

Inject SNOW incident from SCOM (direct) https://github.com/theKevinJustin/New-SNOWIncidents

Inject SNOW event (requires SNOW alert rules to process alert to incident) https://github.com/theKevinJustin/New-SNowEvent

SNOW SCOM connector

    1. Send all SCOM alerts to SNOW as events
    2. Send specific SCOM group of objects to SNOW as events

3rd party options

      1. OpsLogix SCOM ServiceNow connector (costs) https://www.opslogix.com/servicenow-incident-connector
      2. Cookdown SNOW incident connector https://www.cookdown.com/blog/how-to-build-a-servicenow-incident-connector-for-scom download MP https://www.cookdown.com/servicenow-monitoring-mp#download
      3. Tim McFadden SCOM ServiceNow connector https://www.scom2k7.com/introducing-the-scom-to-servicenow-connector/ (unsure if Tim still supports this)

 

Stay tuned…

Next steps are to build out the SCOM command execution channel using Holman’s blog https://kevinholman.com/2021/08/25/what-account-will-command-channel-notifications-run-as-in-scom/

ServiceNow Connector for SCOM

ServiceNow SNow Connector for SCOM
ServiceNow SNow Connector for SCOM

Tim Fields (see Tim’s LinkedIn) and I were recently working on ServiceNow (SNow) REST commands with a customer.  Little did we know the SNow API/connector was released in February.  We’ve been waiting for months for the release.  It was also nice to find that many other tools were mapped.  Tools like SolarWinds, vCenter, vRealize,  Zabbix, SAP manager, Kafka, Nagios, HP OpenView, and even email, SNMP traps were already done.  Not that I didn’t figure this existed, just wasn’t part of multiple customer’s request.  The SNow connectors are typically installed on SNow MID server(s).  In SCOM’s case, the connector uses SCOM DLL’s, a configuration file including name, IP, ID with access.

 

Depending on use cases, you have some options to what best fits your needs.

  1. SNow connector only works for a subset of SCOM alerts
    • Out of the Box (OotB) built connector. SCOM SNow connector assumes you have SNow MID server(s) installed and configured.
    • This is better than NetCool connector, as everything was sent to ITSM tool.
    • Connector allows SCOM group to customize objects for alert/incident creation
    • Note:

The default binding rules that contain SCOM as the external source, that applies to IT alerts and Metric Intelligence raw data, are the following SCOM Management Packs:

All OS Management Packs

MS SQL Server

IIS

 

Example

If bi-directional is configured, the bi-directional exchange of values to-and-from the external event source is enabled.

These scenarios describe the default bi-directional functionality for SCOM connectors:

  • When an alert is resolved in SCOM, it is auto-closed in ServiceNow. However, it is updated irrespective of the bi-directional feature because during each collection cycle, all alert changes are updated.
  • When an alert is manually closed in ServiceNow, it is auto-closed in SCOM. If the alert state is changed to Reopen, SCOM is also updated.
  • When an incident is created and associated to an alert in ServiceNow, SCOM receives the incident number as a ticket ID. However, the state of the incident is not available on SCOM. Therefore when the incident is resolved in ServiceNow, SCOM is not updated as the incident number remains the same. When the alert is associated with a new incident, the new incident number is updated in SCOM.

Vendor Documentation

Connector https://docs.servicenow.com/bundle/utah-it-operations-management/page/product/event-management/task/t_EMConfigureSCOMConnector.html

Limit to SCOM group https://docs.servicenow.com/bundle/washingtondc-it-operations-management/page/product/event-management/task/t_EMAssignRoleSCOMGroup.html

Holman Configure SCOM connector https://kevinholman.com/2021/08/25/what-account-will-command-channel-notifications-run-as-in-scom/

NOT monitored servers

Ever run into NOT monitored servers?
NOT monitored servers
NOT monitored servers
Unsure your experience, but recently, I’ve run across multiple occurrences where servers show up as ‘not monitored.  As a result, I’ve found three distinct sets of issues that might cause ‘not monitored’ status –
1) Orphaned Agent blog
This scenario usually entails deleting server from Managed Agents view in Administration tab, where alerts or other details may still exist.  The procedure leverages Holman’s orphaned agent blog (tried and true) post from years back to aid cleanup.
2) Do you have packs or connectors extending classes?
3) Rebuilding a server with the same name is a common server occurrence
Related to 1, Holman’s orphaned agent blog to be used to cleanup.
First, let’s test in the Lab.  Second, let’s talk about the express lane ‘easy button’.  Begin by deleting the Windows Computer orphaned object GUID.  Process the Windows Computer object (bottom), followed by the top two (2) are HealthService, and HealthServiceWatcher object properties (see three items highlighted).
16db02 properties
16db02 properties
Second piece, marking the Windows Computer GUID for deletion (IsDeleted=1) cleans up nearly ALL properties.  See the progress below, how this slight change makes short order of orphaned properties for ‘server’.
Windows Computer object marks all but SCVMM for deletion
Windows Computer object marks all but SCVMM for deletion
Third HealthService & SCVMM objects require manual deletion per GUID.
Note first screenshot shows health service properties marked ‘IsDeleted’ = 1 after manually processing each GUID.
HealthService marked for deletion
HealthService marked for deletion
Fourth, screenshot shows there the HealthServiceWatcher property is marked for deletion (IsDeleted=1)
HealthServiceWatcher marked for deletion
HealthServiceWatcher marked for deletion
If you have SCVMM, you will need to repeat for each of the SCVMM properties to clear out the orphans in the DB.
Why – the issue:
Typically, when servers are reimaged, i.e. NOT deleted from SCOM, there are two+ healthservice, HealthServiceWatcher, Windows Computer properties created for each image of example server.   Additional properties may show duplicated for any class discoveries that are common to the old and new image.
NOTE: Deleting the current agent may clean up objects for that instance of the discovered server, but NOT the old server image.

SCOM MS TLS1.2 drivers

SCOM MS TLS1.2 drivers
SCOM MS TLS1.2 drivers

Courtesy of Brook Hudson, who provided clarification for encrypting SCOM data –

Question – Can we update the OLE DB Driver from 18.6.5 to 18.6.7 and the ODBC driver from 17.10.3 to 17.10.5.1 without breaking anything?

 

This configuration applies to SCOM2016 forward –

MS OLE DB Driver 18.6.7: https://go.microsoft.com/fwlink/?linkid=2242656

ODBC Driver 17.10.5.1: https://go.microsoft.com/fwlink/?linkid=2249004

 

 

I did NOT have success with this for SCOM2019 and SCOM2022 –

If the SQL endpoint is secured with encryption, then the following drivers can be used.

MS OLE DB Driver 19.3.2: https://aka.ms/downloadmsoledbsql

ODBC Driver 18.3.2.1: https://aka.ms/downloadmsodbcsql

If you want to use these newer drivers then SQL encryption is required, more information about enabling SQL Encryption: Configure SQL Server Database Engine for encryption – SQL Server | Microsoft Learn – https://learn.microsoft.com/en-us/sql/database-engine/configure-windows/configure-sql-server-encryption?view=sql-server-ver15

 

The SQL team noted that the newer versions are defaulting Encrypt to be Yes/Mandatory. That is why the new drivers were having an issue. Setting up a certificate in the SQL endpoint would have allowed the connection to work:

Enable encrypted connections – SQL Server | Microsoft Docs

Certificate Management (SQL Server Configuration Manager) – SQL Server | Microsoft Docs

OLE DB Driver 19.0 for SQL Server Released – Microsoft Tech Community

ODBC Driver 18.0 for SQL Server Released – Microsoft Tech Community

 

IMPORTANT:

Update: Hotfixes released for ODBC and OLE DB drivers for SQL Server – Microsoft Community Hub

 

ServiceNow Event integration

ServiceNow Event integration
ServiceNow Event integration
Time to integrate your Monitoring tools to ITSM tool.  First, this blog post documents ‘ServiceNow Event integration’.  Second, let’s explain the common acronym in my experience is SNOW/SNow.  Third, some background – ServiceNow has been around for some time as an Information Technology Service Management (ITSM), and discovery tool.  As a SaaS solution, companies can purchase a subscription and integrate tools via RESTAPI to create/update/close events or incidents.
First, let’s begin to discuss SCOM notification methods.  SCOM2022 adds a new capability with Teams integration.  Second, most people are familiar with notification methods leveraging Email (html or not), perhaps SMS, but not so much command channel, calling some script in shell, PowerShell, etc.  Generally, the command channel is basically a post processing script capability to execute notifications.  Third, example tools where command channel might be used – BMC BEM (BMC Event Manager), BMC Remedy, xMatters, DerDack; SNOW integration within SCOM, using notification channels.  Lastly, SaaS solutions (vendors like xMatters, and ServiceNow) allow RESTAPI crafted requests to take actions.
SNOW prerequisites
1) ServiceNow User/Password (or API key)
2) SNOW RESTAPI PowerShell needs to securely access credentials
For the Incident PowerShell, we store Credentials within Windows Credential Manager
3) Network connectivity to SaaS provider (use PowerShell test-netconnection from SCOM MS to test connectivity over whatever port(s) vendor requires.
4) ServiceNow CallerID GUID
5) Production and Test URL’s (also required for network connectivity tests)
6) Access to SNOW UI to verify required fields and values for the script parameters.
Update incident script and begin testing.
Download script from GitHub repo https://github.com/theKevinJustin/New-SNowEvent/
Download script, and copy to monitoring repository
Copy to SCOM management servers (MS)
NOTE Path, to run from management server
Update script, with pre-reqs above –
Credential Manager stored ID
For more detail, look at parameter examples below to verify UI.
Update with customer/ServiceNow SNOW subscription specific values:
##CallerID##
##CUSTOMER##    (customize SNOW short_description)
##TEAM##    (customize SNOW short_description)$Channel = “Direct”
$ServiceNowURL=”https://##SERVICENOWURL##/api/now/table/em_event”
$CallerID = “##CallerID##”
# if proxy is used, uncomment and replace with Proxy URL
#$Proxy = “##Proxy##”
# Test New-SNOWEvent.ps1
# Depending on how you want to randomly choose an alert to create SNOW event
Lab example
$Alerts = get-scomalert -resolutionstate 0 | where { $_.Name -like “System Center*” }
Gather Critical, New alerts
$Alerts = get-scomalert -ResolutionState 0 -severity 2
Debug for warning alerts
$Alerts = get-scomalert -ResolutionState 0 -severity 1
# Debug
$Alerts[0] | fl ID,Name,Description,Severity,MonitoringObjectDisplayName
.\New-SNOWEvent.ps1 -AlertName $Alerts[0].Name -AlertID $Alerts[0].ID -Impact 4 -Urgency 4 -Priority 3 -AssignmentGroup “System Admin” -BusinessService “System Management” -Category Support -SubCategory Repair -Channel Direct
Example output
PS C:\Users\scomadmin\Desktop> .\New-SNOWIncident.ps1 -AlertName $Alert.Name -AlertID $Alert.ID -Impact 4 -Urgency 4 -Priority 3 -AssignmentGroup “System Admin” -BusinessService “System Management” -Category Support -SubCategory Repair -Channel Direct
TEST ServiceNow URL specified.
CredentialManager PoSH Module Installed, ModuleBase = C:\Program Files\WindowsPowerShell\Modules\CredentialManager\2.0
The System Center Management Health Service 5E04F804-8B71-6EB6-0101-DCBB58022498 running on host 16DB02.testlab.net and s
erving management group with id {E39F5F53-9FBB-9D7F-4BFE-5F0324630AE5} is not healthy. Some system rules failed to load.
16DB02
Warning
impact 4
urgency 4
priority 3
ServiceNow Credential NOT stored on server

ServiceNow Incident Integration

ServiceNow Incident Integration
ServiceNow Incident Integration
Time to integrate your Monitoring tools to ITSM tool.  First, this blog post documents ‘ServiceNow Incident integration’.  Second, let’s explain the common acronym in my experience is SNOW/SNow.  Third, some background – ServiceNow has been around for some time as an Information Technology Service Management (ITSM), and discovery tool.  As a SaaS solution, companies can purchase a subscription and integrate tools via RESTAPI to create/update/close events or incidents.
First, let’s begin to discuss SCOM notification methods.  SCOM2022 adds a new capability with Teams integration.  Second, most people are familiar with notification methods leveraging Email (html or not), perhaps SMS, but not so much command channel, calling some script in shell, PowerShell, etc.  Generally, the command channel is basically a post processing script capability to execute notifications.  Third, example tools where command channel might be used – BMC BEM (BMC Event Manager), BMC Remedy, xMatters, DerDack; SNOW integration within SCOM, using notification channels.  Lastly, SaaS solutions (vendors like xMatters, and ServiceNow) allow RESTAPI crafted requests to take actions.
SNOW prerequisites
1) ServiceNow User/Password (or API key)
2) SNOW RESTAPI PowerShell needs to securely access credentials
For the Incident PowerShell, we store Credentials within Windows Credential Manager
3) Network connectivity to SaaS provider (use test-netconnection from SCOM MS to test connectivity over whatever port(s) vendor requires.
ServiceNow CallerID GUID
4) Production and Test URL’s (also required for network connectivity tests)
5) Access to SNOW UI to verify required fields and values for the script parameters.
Update incident script and begin testing.
Download script, and copy to monitoring repository
Copy to SCOM management servers (MS)
NOTE Path, to run from management server
Update script, with pre-reqs above –
Credential Manager stored ID
For more detail, look at parameter examples below to verify UI.
Update with customer/ServiceNow SNOW subscription specific values:
##Company##     (customize SNOW short_description)
##Team##     (customize SNOW short_description)$Channel = “Direct”
$ServiceNowURL=”https://##ServiceNowURL##/api/now/table/incident”
#$Proxy = “##CustomerProxyURL##”
$CallerID = “##GUID##”
# Test New-SNOWIncident.ps1
# Depending on how you want to randomly choose an incident
Lab example
$Alerts = get-scomalert -resolutionstate 0 | where { $_.Name -like “System Center*” }
Gather Critical, New alerts
$Alerts = get-scomalert -ResolutionState 0 -severity 2
Debug for warning alerts
$Alerts = get-scomalert -ResolutionState 0 -severity 1
# Debug
$Alerts[0] | fl ID,Name,Description,Severity,MonitoringObjectDisplayName
.\New-SNOWIncident.ps1 -AlertName $Alerts[0].Name -AlertID $Alerts[0].ID -Impact 4 -Urgency 4 -Priority 3 -AssignmentGroup “System Admin” -BusinessService “System Management” -Category Support -SubCategory Repair -Channel Direct
Example output
PS C:\Users\scomadmin\Desktop> .\New-SNOWIncident.ps1 -AlertName $Alert.Name -AlertID $Alert.ID -Impact 4 -Urgency 4 -Priority 3 -AssignmentGroup “System Admin” -BusinessService “System Management” -Category Support -SubCategory Repair -Channel Direct
TEST ServiceNow URL specified.
CredentialManager PoSH Module Installed, ModuleBase = C:\Program Files\WindowsPowerShell\Modules\CredentialManager\2.0
The System Center Management Health Service 5E04F804-8B71-6EB6-0101-DCBB58022498 running on host 16DB02.testlab.net and s
erving management group with id {E39F5F53-9FBB-9D7F-4BFE-5F0324630AE5} is not healthy. Some system rules failed to load.
16DB02
Warning
impact 4
urgency 4
priority 3
ServiceNow Credential NOT stored on server