{"id":20273,"date":"2024-03-27T10:32:05","date_gmt":"2024-03-27T14:32:05","guid":{"rendered":"https:\/\/kevinjustin.com\/blog\/?p=20273"},"modified":"2024-03-27T12:40:27","modified_gmt":"2024-03-27T16:40:27","slug":"servicenow-incident-integration","status":"publish","type":"post","link":"https:\/\/kevinjustin.com\/blog\/2024\/03\/27\/servicenow-incident-integration\/","title":{"rendered":"ServiceNow Incident Integration"},"content":{"rendered":"<div>\n<figure id=\"attachment_20275\" aria-describedby=\"caption-attachment-20275\" style=\"width: 300px\" class=\"wp-caption alignnone\"><a href=\"https:\/\/kevinjustin.com\/blog\/wp-content\/uploads\/2024\/03\/integration.png\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-20275 size-medium\" src=\"https:\/\/kevinjustin.com\/blog\/wp-content\/uploads\/2024\/03\/integration-300x300.png\" alt=\"ServiceNow Incident Integration\" width=\"300\" height=\"300\" srcset=\"https:\/\/kevinjustin.com\/blog\/wp-content\/uploads\/2024\/03\/integration-300x300.png 300w, https:\/\/kevinjustin.com\/blog\/wp-content\/uploads\/2024\/03\/integration-150x150.png 150w, https:\/\/kevinjustin.com\/blog\/wp-content\/uploads\/2024\/03\/integration.png 512w\" sizes=\"auto, (max-width: 300px) 85vw, 300px\" \/><\/a><figcaption id=\"caption-attachment-20275\" class=\"wp-caption-text\">ServiceNow Incident Integration<\/figcaption><\/figure>\n<\/div>\n<div>Time to integrate your Monitoring tools to ITSM tool.\u00a0 First, this blog post documents &#8216;ServiceNow Incident integration&#8217;.\u00a0 Second, let&#8217;s explain the common acronym in my experience is SNOW\/SNow.\u00a0 Third, some background &#8211; <a href=\"https:\/\/www.servicenow.com\/lpdem\/demonow-ticketing-system.html\" target=\"_blank\" rel=\"noopener\">ServiceNow<\/a> has been around for some time as an Information Technology Service Management (ITSM), and discovery tool.\u00a0 As a SaaS solution, companies can purchase a subscription and integrate tools via RESTAPI to create\/update\/close events or incidents.<\/div>\n<div><\/div>\n<div>First, let&#8217;s begin to discuss SCOM notification methods.\u00a0 SCOM2022 adds a new capability with <a href=\"https:\/\/learn.microsoft.com\/en-us\/system-center\/scom\/manage-notifications-create-teams-channel?view=sc-om-2022\" target=\"_blank\" rel=\"noopener\">Teams integration<\/a>.\u00a0\u00a0Second, most people are familiar with notification methods leveraging <a href=\"https:\/\/learn.microsoft.com\/en-us\/system-center\/scom\/manage-notifications-create-email-channel?view=sc-om-2022\" target=\"_blank\" rel=\"noopener\">Email<\/a> (html or not), perhaps <a href=\"https:\/\/learn.microsoft.com\/en-us\/system-center\/scom\/manage-notifications-create-txt-channel?view=sc-om-2022\" target=\"_blank\" rel=\"noopener\">SMS<\/a>, but not so much <a href=\"https:\/\/learn.microsoft.com\/en-us\/system-center\/scom\/manage-notifications-create-command-channel?view=sc-om-2022\" target=\"_blank\" rel=\"noopener\">command channel<\/a>, calling some script in shell, PowerShell, etc.\u00a0 Generally, the command channel is basically a post processing script capability to execute notifications.\u00a0 Third, example tools where command channel might be used &#8211; BMC BEM (BMC Event Manager), BMC Remedy, <a href=\"https:\/\/www.xmatters.com\/comparisons\" target=\"_blank\" rel=\"noopener\">xMatters<\/a>, <a href=\"https:\/\/www.derdack.com\/\" target=\"_blank\" rel=\"noopener\">DerDack<\/a>; SNOW integration within SCOM, using notification channels.\u00a0 Lastly, SaaS solutions (vendors like xMatters, and ServiceNow) allow RESTAPI crafted requests to take actions.<\/div>\n<div><\/div>\n<div><\/div>\n<div><\/div>\n<div>\n<h6><strong>SNOW prerequisites<\/strong><\/h6>\n<div>\n<div>1) ServiceNow User\/Password (or API key)<\/div>\n<div>\n<div>2) SNOW RESTAPI PowerShell needs to securely access credentials<\/div>\n<div>For the Incident PowerShell, we store Credentials within Windows Credential Manager<\/div>\n<\/div>\n<div>3) Network connectivity to SaaS provider (use test-netconnection from SCOM MS to test connectivity over whatever port(s) vendor requires.<\/div>\n<div>ServiceNow CallerID GUID<\/div>\n<div>4) Production and Test URL&#8217;s (also required for network connectivity tests)<\/div>\n<\/div>\n<\/div>\n<div>5) Access to SNOW UI to verify required fields and values for the script parameters.<\/div>\n<div><\/div>\n<div><\/div>\n<div><\/div>\n<h6>Update incident script and begin testing.<\/h6>\n<div>Download script from GitHub repo <a href=\"https:\/\/github.com\/theKevinJustin\/SCOM-SNOWIncidents\" target=\"_blank\" rel=\"noopener\">https:\/\/github.com\/theKevinJustin\/SCOM-SNOWIncidents<\/a><\/div>\n<div>Download script, and copy to monitoring repository<\/div>\n<div>Copy to SCOM management servers (MS)<\/div>\n<div>NOTE Path, to run from management server<\/div>\n<div><\/div>\n<div><strong>Update script, with pre-reqs above &#8211;<\/strong><\/div>\n<div>Credential Manager stored ID<\/div>\n<div>For more detail, look at parameter examples below to verify UI.<\/div>\n<div><\/div>\n<div><strong>Update with customer\/ServiceNow SNOW subscription specific values:<\/strong><\/div>\n<div>##Company##\u00a0 \u00a0 \u00a0(customize SNOW short_description)<\/div>\n<div>##Team##\u00a0 \u00a0 \u00a0(customize SNOW short_description)$Channel = &#8220;Direct&#8221;<br \/>\n$ServiceNowURL=&#8221;https:\/\/##ServiceNowURL##\/api\/now\/table\/incident&#8221;<br \/>\n#$Proxy = &#8220;##CustomerProxyURL##&#8221;<br \/>\n$CallerID = &#8220;##GUID##&#8221;<\/div>\n<div><\/div>\n<h6><\/h6>\n<h6># Test New-SNOWIncident.ps1<\/h6>\n<div># Depending on how you want to randomly choose an incident<\/div>\n<div><\/div>\n<div>Lab example<\/div>\n<div>$Alerts = get-scomalert -resolutionstate 0 | where { $_.Name -like &#8220;System Center*&#8221; }<\/div>\n<div><\/div>\n<div>Gather Critical, New alerts<\/div>\n<div>$Alerts = get-scomalert -ResolutionState 0 -severity 2<\/div>\n<div><\/div>\n<div>Debug for warning alerts<\/div>\n<div>$Alerts = get-scomalert -ResolutionState 0 -severity 1<\/div>\n<div><\/div>\n<div># Debug<\/div>\n<div>$Alerts[0] | fl ID,Name,Description,Severity,MonitoringObjectDisplayName<\/div>\n<div><\/div>\n<div><\/div>\n<div>.\\New-SNOWIncident.ps1 -AlertName $Alerts[0].Name -AlertID $Alerts[0].ID -Impact 4 -Urgency 4 -Priority 3 -AssignmentGroup &#8220;System Admin&#8221; -BusinessService &#8220;System Management&#8221; -Category Support -SubCategory Repair -Channel Direct<\/div>\n<div><\/div>\n<div><strong>Example output<\/strong><\/div>\n<div>PS C:\\Users\\scomadmin\\Desktop&gt; .\\New-SNOWIncident.ps1 -AlertName $Alert.Name -AlertID $Alert.ID -Impact 4 -Urgency 4 -Priority 3 -AssignmentGroup &#8220;System Admin&#8221; -BusinessService &#8220;System Management&#8221; -Category Support -SubCategory Repair -Channel Direct<\/div>\n<div><\/div>\n<div>TEST ServiceNow URL specified.<\/div>\n<div>CredentialManager PoSH Module Installed, ModuleBase = C:\\Program Files\\WindowsPowerShell\\Modules\\CredentialManager\\2.0<\/div>\n<div>The System Center Management Health Service 5E04F804-8B71-6EB6-0101-DCBB58022498 running on host 16DB02.testlab.net and s<\/div>\n<div>erving management group with id {E39F5F53-9FBB-9D7F-4BFE-5F0324630AE5} is not healthy. Some system rules failed to load.<\/div>\n<div>16DB02<\/div>\n<div>Warning<\/div>\n<div>impact 4<\/div>\n<div>urgency 4<\/div>\n<div>priority 3<\/div>\n<div>ServiceNow Credential NOT stored on server<\/div>\n<div><\/div>\n<div><\/div>\n","protected":false},"excerpt":{"rendered":"<p>Time to integrate your Monitoring tools to ITSM tool.\u00a0 First, this blog post documents &#8216;ServiceNow Incident integration&#8217;.\u00a0 Second, let&#8217;s explain the common acronym in my experience is SNOW\/SNow.\u00a0 Third, some background &#8211; ServiceNow has been around for some time as an Information Technology Service Management (ITSM), and discovery tool.\u00a0 As a SaaS solution, companies can &hellip; <a href=\"https:\/\/kevinjustin.com\/blog\/2024\/03\/27\/servicenow-incident-integration\/\" class=\"more-link\">Continue reading<span class=\"screen-reader-text\"> &#8220;ServiceNow Incident Integration&#8221;<\/span><\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[2,545,530,742],"tags":[143,874,871,310,342,872,873],"class_list":["post-20273","post","type-post","status-publish","format-standard","hentry","category-administration","category-powershell","category-scom","category-windows","tag-event","tag-incident","tag-itsm","tag-powershell","tag-scom","tag-servicenow","tag-snow"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.5 - 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