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Integration
Version 1.8.0
Table of Contents
Introduction to ServiceNow Integration 3
Incident Sync Solution Prerequisites 4
Version Prerequisites 4
Installation Prerequisites 4
CMDB Sync Solution Prerequisites 5
Version Prerequisites 5
Installation Prerequisites 5
Architecture Overview for ServiceNow Integration 6
Integration Applications Included in the ServiceNow Integration 6
ServiceNow Default Integration Applications 6
Internal Integration Applications 8
Monitoring the Integration Service 9
PowerPacks for Monitoring Elements of the Integration Service 9
Integration Service System Diagnostics 10
Integration Service Endpoints 11
Flower API 11
Couchbase API 11
Docker Statistics 12
Integration Service Log Files 12
Accessing Docker Log Files 12
Accessing Local File System Logs 13
Understanding the Contents of Log Files 13
Incident Sync Integration 14
Installing the ScienceLogic Update Set in ServiceNow 15
Installing the ServiceNow Base Pack PowerPack in SL1 17
Event Data Flow: Integration Service to ServiceNow 18
Event Data Flow: SL1 to Integration Service 20
Validating Network Communications 21
Checking DNS 21
Checking HTTPS and JSON 22
HTTP Codes 22
Creating a ServiceNow Group 23
Creating a ServiceNow User 24
Creating an Integration Service Credential 26
Incident Sync Setup 27
Configuring Run Book Automation 30
Aligning Run Book Action Snippet Credentials 31
Enabling Run Book Action Policies 31
Customizing Run Book Action Policies 33
Enabling Run Book Automation Policies 36
Viewing Incidents and Events 37
Hyperlinking Events 38
ServiceNow Hyperlinking 39
Viewing the Incident Import Table in ServiceNow 39
ServiceNow, ScienceLogic Event, and Incident Priority Matrix 41
Adding Additional Fields to the Transform Map 44
CMDB Sync Integration 50
Installing the ScienceLogic Update Set in ServiceNow 52
Installing the ScienceLogic Identification Engine Update Set in ServiceNow 53
Installing the CMDB Plugin in ServiceNow 54
The ServiceNow Identification and Reconciliation Module 55
Creating a ServiceNow Update Set 56
Configuring Service Rules for Device Sync 57
Adding Service Rules to an Update Set 60
Exporting an Update Set 61
CMDB Sync Integration Overview 62
Mapping and Syncing SL1 Organizations with ServiceNow Companies 63
Mapping and Syncing SL1 Devices to ServiceNow 63
Configuring Domain Separation 66
Adding Device Mappings with Postman 67
Persistently Saving Device Mappings with the API 69
Default Device Attribute Mappings 70
Mapping and Syncing Attributes for Devices 72
Adding New Device Attributes to ServiceNow 74
Mapping and Syncing SL1 Network Interfaces to ServiceNow 75
Syncing Device Maintenance Schedules 78
Discovery Sync 81
Configuring ServiceNow Service Requests for Discovery Sync 81
Discovery Sync Workflow 83
Running a Discovery Sync for a Device 83
Running a Discovery Sync for a Virtual Device 88
Scheduling Integration Applications 91
Troubleshooting CMDB Sync 94
Using SL1 to Monitor ServiceNow 97
What Does the ServiceNow Base Pack PowerPack Monitor? 98
Installing the ServiceNow Base Pack PowerPack 98
Creating a SOAP/XML Credential for ServiceNow 99
Creating a Virtual Device for the ServiceNow Base Pack 102
Aligning the ServiceNow Base Pack Dynamic Applications 103
Viewing the ServiceNow Open Incidents Dashboard 105
Integration Service API Endpoint Usage 106
Incident Sync 107
Fields 107
u_imp_silo_incidents 107
incident 107
Transforms 108
ScienceLogic Incident 108
ScienceLogic Event 108
Device Sync, Interface Sync 109
Fields 109
u_imp_silo_device 109
u_silo_relationship 109
cmdb_ci 110
cmdb_ci_network_adapter 110
Transforms 111
Discovery Sync 111
Fields 111
u_silo_request 111
cmdb_group 112
Transforms 112
Company / Manufacturer / Hardware Model Sync 112
Fields 112
core_company 112
u_imp_silo_org_ven_mfg 113
Transforms 113
ScienceLogic Company import 113
Hardware Model Sync 114
Fields 114
cmdb_hardware_product_model 114
u_imp_silo_model 114
Transforms 115
Hardware Model import 115
Chapter 1
1
Introduction to ServiceNow Integration
Overview
This manual describes how to configure the Integration Service platform for ServiceNow integration. The
integration includes the Incident Sync and Configuration Management Database (CMDB) Sync integration
solutions.
Version Prerequisites
The ScienceLogic ServiceNow Incident Sync integration solution requires the following versions:
Installation Prerequisites
To install the ScienceLogic ServiceNow Incident Sync integration solution, you must have administrator access to
both the SL1 Management Platform and ServiceNow. Specifically, you will need:
You must also have TCP ports 80, 443, and 7706 open on the Integration Service for communication to SL1 and
the ServiceNow instance. No inbound TCP ports are required to be open.
ScienceLogic highly recommends that you disable all firewall session limiting policies. Firewalls will drop HTTPS
requests, which results in data loss.
l Install the ScienceLogic Update Set in ServiceNow. The Integration Service requires version 1.8.0 or later of
the ScienceLogic Update Set. For more information, see Installing the ScienceLogic Update Set in
ServiceNow.
l Install the ServiceNow Base Pack PowerPack in SL1. For more information, see Installing the ServiceNow
Base Pack PowerPack in SL1.
Version Prerequisites
The ScienceLogic ServiceNow CMDB Sync integration solution requires the following versions:
Installation Prerequisites
To install the ScienceLogic ServiceNow CMDB Sync integration solution, you must have administrator access to
both the SL1 Management Platform and ServiceNow. Specifically, you will need:
You must also have TCP ports 80, 443, and 7706 open on the Integration Service for communication to SL1 and
the ServiceNow instance. TCP port 443 inbound needs to be open for the run book actions on SL1 to trigger
Integration Service applications that perform incident-related tasks.
ScienceLogic highly recommends that you disable all firewall session-limiting policies. Firewalls will drop HTTPS
requests, which results in data loss.
l Install the ScienceLogic Update Set. The Integration Service requires version 1.8.0 or later of the
ScienceLogic Update Set. For more information, see Installing the ScienceLogic Update Set in
ServiceNow.
l Install the ScienceLogic Identification Engine Update Set. For more information, see Installing the
ScienceLogic Identification Engine Update Set.
l Activate the Configuration Management for Scoped Apps (CMDB) plug-in. For more information, see
Installing the CMDB Plugin on ServiceNow.
CAUTION: You might find multiple plug-ins in ServiceNow that relate to "Configuration Management". To
avoid possible conflicts, make sure you activate the correct plug-in: Configuration
Management for Scoped Apps (CMDB).
TIP: To view the internal integration applications, click the Filter icon ( ) at the top right of the [Integrations]
tab and select Show Hidden Integrations. Internal integration applications are hidden by default.
l Cache ServiceNow CI Entries. Reads all existing ServiceNow Configuration Items (CIs) from a remote
ServiceNow system and writes them to a cache.
l Cache ServiceNow CIs and ScienceLogic Device Classes. Reads all existing SL1 device classes and
ServiceNow Configuration Items (CIs) and writes them to a cache.
l Process Discovery Session Requests. Pulls Discovery session requests from ServiceNow and creates a
Discovery session in SL1.
l ScienceLogic to ServiceNow Device Sync using GraphQL. Collects all required data from ServiceNow
and SL1 using GraphQL, and then runs multiple CI syncs for each device to be synced.
l ScienceLogic to ServiceNow Interface Sync. Collects interface data from ServiceNow and SL1, and then
runs multiple CI syncs for each interface to be synced.
l Sync Hardware Models from SL1 to ServiceNow. Pulls hardware model values from SL1 and syncs to
ServiceNow.
l Sync Maintenance from ServiceNow to SL1. Performs maintenance of synced devices in ServiceNow and
SL1.
l Sync Manufacturers from SL1 to ServiceNow. Pulls manufacturer values from SL1 and syncs to
ServiceNow.
l Sync Organizations from SL1 to ServiceNow. Pulls organizations from SL1 and syncs to ServiceNow.
l Sync ServiceNow Incident State to ScienceLogic Event. Clears or updates SL1 events when the related
ServiceNow Incident is updated.
l Template App. Application template for creating integration applications.
l Bulk Update ScienceLogic Events. Bulk updates SL1 events with a given payload.
l Cache ScienceLogic Devices using GraphQL. Reads all existing SL1 and ServiceNow devices and writes
them to a cache using GraphQL.
l Cache SL1 Interfaces. Reads all existing SL1 and ServiceNow network interfaces and writes them to a
cache.
l Cancel Maintenance. Cancels a scheduled maintenance in SL1.
l Clear ServiceNow Device Cache. Clears the cache of all ServiceNow device-related entries of a specified
SL1 ID. If no SL1 ID is provided, this application clears the cache for all SL1 entries.
l Create Discovery Session in ScienceLogic. Creates and starts a Discovery session in ScienceLogic and
updates the ServiceNow service request.
l Create Maintenance. Creates a maintenance schedule in SL1.
l Create ServiceNow CI. Creates a new ServiceNow CI with a mappings dictionary, but does not attempt to
look up new interfaces.
l Create Virtual Device in ScienceLogic. Creates a virtual device in SL1 and updates the Requested Item
(RITM) value.
l Modify Maintenance. Updates a scheduled maintenance in SL1
l Post Company/Org Updates. Posts company or organization updates to ServiceNow or SL1.
l Post New Company to ServiceNow. Posts new companies to ServiceNow.
l Post New Organization to ScienceLogic. Posts new organizations to SL1.
l Post to u_silo_request table in ServiceNow. Posts discovery-related data to ServiceNow.
l Pull and Post Discovery Logs. Pulls Discovery session logs from SL1 and posts updates to ServiceNow.
l Remove Maintenance. Removes a scheduled maintenance in SL1.
l Schedule Maintenance. Creates a scheduled maintenance in SL1.
NOTE: The ServiceNow integration also includes one default configuration on the [Configurations] tab:
"Test Host Settings", which contains host information for testing.
l ScienceLogic: Integration Service PowerPack. This PowerPack monitors the state of tasks running on the
Integration Service. This PowerPack alerts users on SL1 if an application on the Integration Service fails. This
PowerPack lets you monitor the status of your integration applications, and based on the events generated by
this PowerPack, you can diagnose why applications failed on the Integration Service.
l Docker PowerPack: This PowerPack monitors the Docker containers, services, and Swarm that manages
the Integration Service containers. This PowerPack also monitors the Integration Service when it is configured
for High Availability. Use version 103 or later of the Docker PowerPack to monitor Integration Service
services in SL1.
l CouchbasePowerPack: This PowerPack monitors the Couchbase database that the Integration Service uses
for storing the cache and various configuration and application data. This data provides insight into the health
of the databases and the Couchbase servers.
l ServiceNow Base Pack PowerPack: This PowerPack queries ServiceNow using REST to get information
about a ServiceNow instance. This PowerPack contains Run Book Automations for the Incident module
integration and two Dynamic Applications that monitor the Incident and CMDB ServiceNow tables. The
"ServiceNow: Incident Metrics" Dynamic Application retrieves information about incident types, priorities, and
states. The "ServiceNow CMDB Configuration" Dynamic Application gathers data about all ServiceNow
Configuration Items (CIs) in the CMDB that are being synced by the Integration Service, including an overall
count. This CI Count value is used for billing purposes. Additionally, the "ServiceNow Open Incidents"
dashboard displays a view of the information in the ServiceNow Incident table.
For more information about installing and using the ServiceNow Base Pack PowerPack, see Using SL1 to
Monitor ServiceNow.
For more information about installing and using the ScienceLogic: Integration Service PowerPack, see the
Monitoring the Integration Service manual.
Running the "IS System Diagnostics" integration application in the Integration Service user interface generates a
report that you can access on the [Reports] tab:
This diagnostic report displays overall Integration Service settings, such as the Integration Service version, Docker
version, kernel version, hostname, cluster settings, scheduled applications, CPU and memory statistics, installation
date, and cache information.
TIP: If you are using a specific integration application that you want to monitor with the "IS System Diagnostics"
integration application, click the [Configure] button and type the name of that integration application in
the incident_create_app field of the Configuration pane.
The following Flower API endpoints return data about the Flower tasks, queues, and workers. The tasks endpoint
returns data about task status, runtime, exceptions, and application names. You can filter this endpoint to retrieve a
subset of information, and you can combine filters to return a more specific data set.
NOTE: If you use the ScienceLogic: Integration Service PowerPack to collect this task information, the
PowerPack will create events in SL1 if a Flower task fails.
Couchb a se A PI
The following Couchbase API endpoints return data about the Couchbase service. The pools endpoint represents
the Couchbase cluster. In the case of the Integration Service, each node is a Docker service, and buckets
represent the document-based data containers. These endpoints return configuration and statistical data about
each of their corresponding Couchbase components.
You can collect Docker information by using SSH to connect to the Docker socket. You cannot currently retrieve
Docker information by using the API.
l /info
l /containers/json
l /images/json
l /swarm
l /nodes
l /tasks
l /services
NOTE: You can also use the Docker PowerPack to collect this information.
A ccessi ng Docker L og Fi l es
The Docker log files contain information logged by all containers participating in the Integration Service. The
information below is also available in the PowerPacks listed above.
docker service ls
The local file system logs display the same information as the Docker log files. These log files include debug
information for all of the Integration Service integration applications and all of the Celery worker nodes.
The pattern of deciphering log messages applies to both Docker logs and local log files, as these logs display the
same information.
The following is an example of a message in a Docker log or a local file system log:
"2018-11-05 19:02:28,312","FLOW","12","device_sync_sciencelogic_to_servicenow","ipaas_
logger","142","stop Query and Cache ServiceNow CIs|41.4114570618"
To extract the runtime for each individual task, use regex to match on a log line. For instance, in the above
example, there is the following sub-string:
"stop …… | …"
where:
In the example message, the "Query and Cache ServiceNow CIs" step took around 41 seconds to run.
2 2
Overview
This chapter describes the ScienceLogic integration with the ServiceNow Incident Management Module. This
integration automatically logs, de-duplicates, correlates, updates, and appends ServiceNow Incidents, reducing
the amount of time to resolve critical service issues. This integration covers the entire Incident life cycle, providing a
bi-directional integration between SL1 events and ServiceNow Incidents, while providing a granular view into both
the event and the associated Incident.
NOTE: For information about version and installation prerequisites for the Incident Sync Integration Solution,
see the Introduction chapter.
The ScienceLogic Update Set for ServiceNow is the only component that you must install on the ServiceNow
instance. An update set is an XML file containing a group of customizations that can be moved from one
ServiceNow instance to another.
NOTE: The Integration Service requires version 1.8.0 or later of the ScienceLogic Update Set.
Retrieve the update set from your ScienceLogic representative and download the file. To download the set to your
computer, click the file name for the update set XML file. Please note that there are two update sets to choose from,
depending upon your configuration:
l If you upgraded from SyncServer to the Integration Service, use update set ScienceLogic 3.x to Integration
Service - 1.8.0.xml. If you upgraded from a version of SyncServer before version 3.1.28, you might want to
upgrade your update set to 3.1.28 using ScienceLogic 3.1.28 for SyncServer.xml before using
ScienceLogic 3.x to Integration Service - 1.8.0.xml.
l If you have only used the Integration Service, use update set ScienceLogic ServiceNow Integration -
1.8.0.xml.
NOTE: To ensure that incidents are linked to Configuration Items (CIs), you must run the "ScienceLogic To
ServiceNow Device Sync using GraphQL" integration application on a fresh Integration Service
system at least twice before running Incident Sync.
1. Log in to ServiceNow as an administrator, then navigate to System Update Sets > Retrieved Update Sets
on the left menu.
2. Click Import Update Set from XML.
4. After the file is imported, the Retrieved Update Sets page appears. Click the ScienceLogic update set and
then click [Preview Update Set].
5. After the preview set runs, a status page appears. "Success" appears in the Completion code field.
WARNING: If "Success" does not appear in the Completion code field, contact ScienceLogic Support to
assist with reviewing any conflicts that might exist. Do not proceed until all conflicts are resolved
and "Success" appears in the Completion code field.
6. Click Commit Update Set to apply the changes in the update set to your ServiceNow system. A
ScienceLogic option is added to the ServiceNow left menu.
NOTE: If you are upgrading from SyncServer, you must disable the old SyncServer Run Book Actions and Run
Book Automation policies before installing the new ServiceNow Base Pack PowerPack.
1. Log in to SL1 as an administrator, then go to the PowerPack Manager page (System > Manage >
PowerPacks).
2. Click the [Actions] button and select Import PowerPack.
3. Click the [Browse] button and navigate to the ServiceNow Base Pack PowerPack file.
4. Select the PowerPack file and click [Import]. The PowerPack Installer modal page displays a list of the
PowerPack contents.
5. Click the [Install] button. After the installation is complete, the ServiceNow Base Pack PowerPack appears
on the PowerPack Manager page.
TIP: By default, installing a new version of a PowerPack overwrites all content in that PowerPack that has
already been installed on the target system. You can use the Enable Selective PowerPack Field
Protection setting in the Behavior Settings page (System > Settings > Behavior) to prevent new
PowerPacks from overwriting local changes for some commonly customized fields. For more information,
see the System Administration manual.
For more information about installing and using the ServiceNow Base Pack PowerPack, see Using SL1 to
Monitor ServiceNow.
For more information about installing and using the ScienceLogic: Integration Service PowerPack, see the
Monitoring the Integration Service manual.
NOTE: The above results are performed through the "late acknowledgment" of tasks. With this setting
enabled, an Integration Service worker will not remove a message from the queue until the message
has been fully processed by the worker. This setting can be enabled or disabled with the environment
variable "task_acks_late".
4. If ServiceNow responds with an unexpected status code when POSTing the incident, the message will be
placed back in the queue with specified re-try parameters.
NOTE: You can configure re-try parameters on a per-task basis. You may want to manually alter your re-try
parameters for tasks depending on the action the task is taking. The configuration of retries includes
the maximum number of times a task is retried after consistently failing, and the delay length between
retries.
1. Through a Run Book Automation, SL1 identifies an event that should be synced to ServiceNow.
2. A Run Book Action executes a POST action to the Integration Service API to let the Integration Service know
that an integration should be run to sync the event.
l If the Run Book Action is successful and the POST responds with a 200, then the event data is stored in
the Integration Service queue for syncing.
l If the POST does not respond with a 200, then the Run Book Action inserts the missed event into a
table in the SL1 database so that it can be retrieved later.
3. In parallel, a scheduled Integration Service event continuously checks the SL1 database for any missed
events. If any missed events are found, they will be pulled from the database and inserted into the Integration
Service queue.
NOTE: The Integration Service queue is persistently saved to disk, so if the Integration Service stops
unexpectedly, any events that existed in the queue prior to the failure will still exist in the queue after
the Integration Service is running again.
NOTE: All firewall session-limiting policies must be disabled. If firewall session-limiting policies are enabled,
HTTPS requests might be dropped by the firewall, resulting in data loss. Check with your security or
firewall administrator to make sure there are no session limiting policies on TCP port 443 for your SL1
servers.
Checking DNS
Because ServiceNow is a cloud-based service, DNS must be configured on all SL1 servers that communicate with
your ServiceNow instance.
NOTE: ServiceNow instances are generally named as: your-instance.service-now.com, where your-
instance is the name of your ServiceNow server. The examples below use mycompany.service-
now.com. Your instance name will be unique to your subscription.
To validate that your SL1 server has proper DNS name resolution configured, test network connectivity and name
resolution using the nmap command, which is available from the command line of any SL1 server:
If the test was successful, you will see a message similar to the following:
If domain name resolution fails, you will see a message similar to:
NOTE: In the example below, replace the admin:admin username and password key/value pair with your
ServiceNow administrator username and password and mycompany.service-now.com with your
ServiceNow instance name.
2
If successful, a JSON encoded string starting with the "result" variable appears:
{"result":[{"upon_approval":"","location":"1083361cc611227501b682158cabf646",….
HTTP Codes
HTTP codes are necessary for identifying specific problems. The following table lists typical HTTP codes that might
occur when testing the ServiceNow JSON Web Service.
Code Definition
401 Unauthorized. Check that the username and password are correct and properly formatted.
403 Forbidden. ServiceNow understood the request, but either the URL is incorrect, or the user account
does not have permission to see the requested object.
404 The ServiceNow server has not found anything matching the requested URL. Check to make sure there
is data in the target table.
200 Success.
TIP: For more information about the ServiceNow JSON Web Service and the Table API, see
http://wiki.servicenow.com/index.php?title=Table_API. If you continue to have problems, please contact
either ScienceLogic or ServiceNow customer support.
4. Right-click the Group bar and click Save to save the record.
5. At the bottom of the Group form, select the [Roles] tab and click [Edit].
6. Find the group you created previously and move the group to the right-hand column using the arrow buttons.
Click [Save].
NOTE: See the Create a User page of the ServiceNow Product Documentation for more information on
creating a ServiceNow user account. 2
NOTE: These integration applications should only be triggered by a Run Book Action from SL1. Do not click
the [Run Now] button for these applications in the Integration Service user interface.
1. Log in to the Integration Service user interface with the username isadmin and the password that you set 2
during installation.
2. For the following integration applications, you must "align" the configuration file to run with that application:
NOTE: The values for eventDetails and the other parameters that appear in the Configuration pane are
populated either by the configuration you aligned with the integration application or by the Run Book
Action. Do not modify these values. If you encounter an error, make sure your Run Book Action is
configured properly.
NOTE: The "Sync ServiceNow Incident State to ScienceLogic Event" application does not have an associated
Run Book Action that triggers Incident Sync. You must schedule this application to run every minute, or
to a time suitable for your requirements. You can use a cron job to trigger this schedule, or you can
use the Integration Service user interface to schedule the application.
SL1 features three Run Book Action policies that facilitate this process:
Each Run Book Action policy calls a single action in SL1. Ensure that the integration application points to the
relevant SL1 system and ServiceNow instance. The action then calls an integration application on the Integration
Service that determines the workflow to execute.
l The "Work Notes" activity log in the incident record is updated with information about the secondary event(s).
l If a secondary event is of a higher severity than the event that originally created the ServiceNow incident, then
the Impact, Urgency, and Priority fields are updated automatically in the ServiceNow incident record. If the
secondary event is of a lesser severity, those fields are not updated.
l If an event is cleared in SL1 and then later reoccurs before the incident has been "Closed" in ServiceNow,
then the subsequent events appear in the original ServiceNow incident record for that device. If an incident
record has been "Closed," then ServiceNow will create a new incident record when a cleared event reoccurs
in SL1.
l By default, if an event is acknowledged in SL1, the ServiceNow incident record will be updated with the work
notes and the acknowledging user. Clearing a ScienceLogic event will move the ServiceNow incident record
state to "Resolved". If all ScienceLogic events associated with a ServiceNow incident record are clear, the
ServiceNow incident record will, by default, move to a "Resolved" state.
NOTE: You can edit the Run Book Action Snippet code to adjust the behavior for changing states when an
SL1 event is acknowledged or cleared.
1. Log in to your ScienceLogic Administration Portal as an administrator, and then go to the Action Policy
Manager page (Registry > Run Book > Actions).
2. Locate the ServiceNow: Add/Update/Clear Incident policy and click its wrench icon ( ).
4. Click [Save].
1. Log in to your SL1 Administration Portal as an administrator and go to the Action Policy Manager page
(Registry > Run Book > Actions).
2. Click the wrench icon ( ) of the Run Book Action you want to edit. The Policy Editor modal page appears:
3. Edit the Snippet Code as necessary, using the information that follows as a guide. When you are finished,
click [Save].
CAUTION: ScienceLogic Run Book Action snippets are written in Python. In the event of a syntax error, the
policies will no longer run. As a result, you must ensure that all edits adhere to Python standards.
TIP: True and False options are case-sensitive and must not contain quotes.
NOTE: Previous SyncServer users had three separate Run Book Action scripts for add/update, acknowledge,
and clear. These have been rolled into a single Run Book Action in the Integration Service, but there
are still three Run Book policies.
You can customize the following items in the "ServiceNow: Add/Update/Clear Incident" Run Book Action snippet
code: 2
l CORRELATION_TYPE = 5
l NEW_SNOW_STATE = 1
l ACK_SNOW_STATE =
o This is an integer value and possible values are 1, 2, 3, 6, 7, or 8. There is no default value.
o 1 = Incident state is "New".
o 2 = Incident state is "In Progress".
o 3 = Incident state is "On Hold".
l CLEAR_SNOW_STATE = 6
l You can use the following Passthrough Dictionaries to pass hard-coded mappings through the Integration
Service to ServiceNow.
o NEW_PASSTHROUGH = {}
o ACK_PASSTHROUGH = {}
o CLEAR_PASSTHROUGH = {}
l A hard-coded value for the variable EM7_ID must be set to uniquely identify the ScienceLogic instance. This
can be used for domain separation.
o EM7_ID = "EM71"
l You can set the assignment group that New, Acknowledged, and Cleared incidents are mapped to. To
disable this feature, ensure no values are set. Once an incident is created, the assignment group value will
not be changed by the Run Book Action. To assign an assignment group, set the variable value to the sys_id
of the ServiceNow Assignment Group.
o NEW_ASSIGNMENT_GROUP
o ACK_ASSIGNMENT_GROUP
o CLEAR_ASSIGNMENT_GROUP
You can customize the following logging-related items in the ServiceNow Run Book Action snippet code:
l logfile = /data/tmp/ServiceNow_add_update_clear_incident.log
1. Log in to your SL1 Administration Portal as an administrator, and then go to the Automation Policy
Manager page (Registry > Run Book > Automation).
2. Locate the ServiceNow: Add/Update Incident policy and click its wrench icon ( ).
3. The Automation Policy Editor page appears. Update the following fields:
TIP: By default, the automation policy will create ServiceNow incidents for all devices. You can limit the
devices affected by making changes to the Organization, Severity, Match Logic, Aligned Devices,
and/or Aligned Events fields.
WARNING: ScienceLogic highly recommends that you do not make changes to the Policy Type, Repeat
Time, or Align With fields or the And event is NOT acknowledged setting.
4. Click [Save].
5. Repeat steps 2-4 for the ServiceNow: Event Acknowledged and ServiceNow: Event Cleared Run Book
Automation policies.
SL1 ServiceNow
If a secondary event for the same SL1 device occurs and it has a higher severity level than the existing ServiceNow
incident, the ServiceNow incident automatically updates to indicate the severity change. If a secondary event has a
lower severity level, then the severity is not updated.
When SL1 Run Book Automation creates a ServiceNow incident, the "Working Notes" activity log is updated each
time an action occurs with the incident. The following example illustrates that the initial event that created the
ServiceNow incident was of Major severity. Minutes later, a Critical event occurred and the incident updated
accordingly. Minutes later, the event was acknowledged in SL1 and the incident state was then set to "active,"
letting ServiceNow users know that the problem is being researched.
Hyperlinking Events
Both ServiceNow and SL1 provide mechanisms for hyperlinking to multiple active events and incidents. This
section describes those processes.
By default, the ScienceLogic URL field does not appear on the incident form. To add the link:
The ScienceLogic URL link is dynamic to the actively aligned SL1 event. Because of this, the link might change
multiple times during the life cycle of a ServiceNow incident.
For instance, if the event is cleared or resolved in SL1, the ScienceLogic URL is removed because the event no
longer exists in the SL1 Event Console. If a duplicate or correlated event is later detected and aligned with the
ServiceNow incident, the link will be updated to match the new SL1 event.
You can view a complete audit of all import data and transforms by going to the Transform Histories page
(System Import Sets > Advanced > Transform History):
Critical P2
Major P3
Minor P4
A transformation script that translates the SL1 event severity into the ServiceNow Impact, Urgency, and Priority
fields automatically deploys with the ScienceLogic Update Set.
By default, the Priority field is read-only and must be set by selecting the Impact and Urgency values.
3. In the Transform Scripts tab, open the OnBefore transform script with the Order of 200.
//Setting impact and urgency off Event Severity on the import table.
switch(source.u_event_severity.toString()){
case '1': //Sciencelogic Event (Critical)
impact = 1;
urgency = 2;
break;
case '2': //Sciencelogic Event (High)
impact = 2;
urgency = 2;
break;
case '3': //Sciencelogic Event (Minor)
impact = 2;
urgency = 3;
break;
case '4': //Sciencelogic Event (Notice)
impact = 3;
urgency = 3;
break;
default:
break;
}
For example, if you want to raise a P1 from a Critical event, you would set it as impact=1 and urgency=1.
Alternatively, using the defaults provided in the SL1 transform script, you can add a business rule which
automatically changes the Priority to a custom preset.
3. Go to the "ServiceNow: Add/Update/Clear Incident" run book action in SL1. Edit the run book action to add
your sys_id:
NEW_ASSIGNMENT_GROUP= ''
ACK_ASSIGNMENT_GROUP= ''
CLEAR_ASSIGNMENT_GROUP= 'ADD SYS_ID HERE'
Add the sys_id to assign the group to Clear, Ack, or trigger a New event which is sent to ServiceNow.
The IT Service, Service Component, and Description fields in our example must be filled in before an Incident
can be closed. To do this, changes must be made in the transform maps that are provided in the form of update
sets from ScienceLogic.
1. In your ServiceNow instance, search for "transform map" in the left-hand menu. Click Transform Maps.
2. In the list of transform maps, search for "ScienceLogic" in the field above the Name column.
4. The Field Maps table at the bottom of the page allows you to edit or create mappings from the ScienceLogic
Incident Import table to the ServiceNow Incident table. Click on [New] to create a new field mapping.
5. The Source table field should contain the ScienceLogic Incident Import and the Target table should include
the ServiceNow Incident table.
6. To create a new mapping to copy the contents of the Short description field to the Description field, select
Short description from the Source field drop-down menu.
7. In the Target field drop-down menu, select Description.
8. Click Update to save your changes.
The IT Service and Service Component fields in our example are set in the Transform Script in the "ScienceLogic
Event" transform map. To set the fields:
1. Make sure you have the sys_id for the target fields. These can be found in ServiceNow. If a field contains a
magnifying glass, it will require a sys_id. If a field has a drop-down, then type in the field you wish to apply
from the drop-down. In the case of our example, the sys_ids of the two fields are required.
2. In your ServiceNow instance, navigate to the Transform Maps table and select "ScienceLogic Event".
6. Click [Update] to save your changes. The selected fields will be added into an Incident on closure.
3
CMDB Sync Integration
3
Overview
This chapter describes the ScienceLogic integration with the ServiceNow Configuration Management Database
(CMDB). This integration maintains and enhances the ServiceNow CMDB by sharing discovered device
information, importing and exporting data bi-directionally between SL1 and ServiceNow, and by automatically
maintaining ServiceNow Configuration Item (CI) relationships.
NOTE: For information about version and installation prerequisites for the CMDB Sync Integration Solution,
see the Introduction chapter.
The ScienceLogic Update Set must be installed on the ServiceNow instance. An update set is an XML file
containing a group of customizations that can be moved from one ServiceNow instance to another.
NOTE: The Integration Service requires version 1.8.0 or later of the ScienceLogic Update Set.
Retrieve the update set from your ScienceLogic representative and download the file. Click the file name for the 3
update set XML file to download the set to your computer. Please note that there are two update sets to choose
from, depending upon your configuration:
l If you upgraded from SyncServer to Integration Service, use update set ScienceLogic 3.x to Integration
Service - 1.8.0.xml. If you upgraded from a version of SyncServer before version 3.1.28, you might want to
upgrade your update set to 3.1.28 using ScienceLogic 3.1.28 for SyncServer.xml before using
ScienceLogic 3.x to Integration Service - 1.8.0.xml.
l If you have only used the Integration Service, use update set ScienceLogic ServiceNow Integration -
1.8.0.xml.
1. Log in to ServiceNow as an administrator, and then navigate to System Update Sets > Retrieved Update
Sets on the left menu.
2. Click the Import Update Set from XML link.
3. Click [Choose File], and then navigate to the update set XML file you downloaded. Select the XML file and
click [Upload].
After the preview set runs, a status page appears. "Success" should appear in the Completion code field.
WARNING: If "Success" does not appear in the Completion code field, contact ScienceLogic Support to
assist with reviewing any conflicts that might exist. Do not proceed until those conflicts are
resolved and "Success" appears in the Completion code field.
5. Click the Commit Update Set link to apply the changes in the update set to your ServiceNow system. When
you do so, a ScienceLogic option appears on the ServiceNow left menu.
1. Retrieve the update set from your ScienceLogic representative and download the file. Click the XML file name
for the update set to download the set to your computer.
2. Log in to ServiceNow as an administrator, and then navigate to System Update Sets > Retrieved Update
Sets on the left menu.
3. Click the Import Update Set from XML link.
5. After the file is uploaded, the Retrieved Update Sets page appears. Click the link for the ScienceLogic
update set and then click [Preview Update Set].
6. After the preview set runs, a status page appears. Ensure that "Success" appears in the Completion code
field.
WARNING: If "Success" does not appear in the Completion code field, contact ScienceLogic Support to
assist with reviewing any conflicts that might exist. Do not proceed until those conflicts are
resolved and "Success" appears in the Completion code field.
1. Log in to ServiceNow as an administrator, and then navigate to Plugins (System Definition > Plugins).
2. Search for Configuration Management For Scoped Apps (CMDB) and click on it.
The Integration Service builds a JSON-formatted string that is sent to the ServiceNow Identification and
Reconciliation module. The string is encoded to BASE64 before being sent. The following link provides additional
detail about the formatting of the JSON-formatted string: IdentificationEngineScriptableApi.
The JSON-formatted string is sent to a custom field on a custom table in ServiceNow. After the record is inserted,
the custom field that includes the BASE64-encoded JSON string is decoded and run through the
IdentificationEngineScriptable API. Identification (Insert or Update) of Configuration Items (CIs) is handled by the
ServiceNow Identification Reconciliation module.
For more information about the Identification Reconciliation module, see CMDB Identify and Reconcile.
For more information about Identification engine error messages, see Identification engine error messages.
The service rules are defined on the ServiceNow instance, and include the following:
Both containment rules and hosting rules help identify dependent CIs correctly during the CI creation process and
service mapping.
3
To create a standalone update set in ServiceNow:
2. Enable the Developer Update set picker by clicking the Settings icon ( ) and selecting the Developer tab.
3. Select the Show update set picker in header toggle to enable it, and then close the System Settings
page.
4. In the filter navigator, search for local update sets.
5. Under System Update Sets, select Local Update Sets and click [New]. A new Update Set record appears:
l Name. Specify a name that describes the rules of this update set.
l Application. Set the application scope to Global.
l State. Set to In Progress.
l Complete the remaining fields as needed.
7. Click [Submit] or [Submit and Make Current]. If you selected [Submit and Make Current], go to step 9.
8. If you clicked [Submit], you can select the update set in the picker in the header or navigate to the update set
and select Make This My Current Set in the Related links section.
9. You are ready to make changes in your ServiceNow Instances.
10. When you are done with all updates in the update set, change the update set State field to Complete.
ScienceLogic recommends that you include these containment rules and hosting rules in an update set so that
these changes can be easily packaged and deployed across environments. These rules or "mappings" are defined
in the "ScienceLogic to ServiceNow Device Sync using GraphQL" integration application in the Integration Service
user interface. These mappings connect an SL1 device class to a ServiceNow CI class, which determines the
CI class that ServiceNow uses when creating the CI in ServiceNow.
For more information, see CMDB dependent relationship rules and CMDB identification rules at the ServiceNow
website.
For example, if you experience error messages about missing relationships in ServiceNow when you run the
"ScienceLogic To ServiceNow Device Sync using GraphQL" integration application, you might be missing certain
containment rules or mappings that are needed to complete the export process:
4. In the New Metadata Containment Rules record, complete the following fields:
l Configuration item class. Specify the child CI class.
l Parent. Specify the parent CI class.
l Relation type. Specify the relationship type. The common relationship types used by the ServiceNow
integration are "contained" or "contained by", depending on your CMDB. Click the magnifying glass
icon to select the correct value.
9. Click [Submit].
10. Add any relevant containment and hosting rules that are needed to build the CI relationships in ServiceNow.
11. If you are using a version of the Integration Service prior to version 1.7.0, after you have built all of your
containment rules, navigate to System Definition > Scheduled Jobs using the filter navigator. If you are
using version 1.7.0 or later, go to step 15.
12. In the Name column, search for "ScienceLogic". "ScienceLogic Configuration Hierarchy" and "ScienceLogic
Hierarchy Delete" appear.
13. Run the "ScienceLogic Hierarchy Delete" scheduled job first by opening the job and clicking [Execute Now].
14. When the "ScienceLogic Hierarchy Delete" job finishes, run the "ScienceLogic Configuration Hierarchy"
scheduled job by opening the job and clicking [Execute Now].
15. In the Integration Service user interface, go to the [Integrations] tab and manually run the "Cache
ServiceNow CIs and ScienceLogic Device Classes" integration application.
16. Run the "ScienceLogic To ServiceNow Device Sync using GraphQL" integration application and make sure
that no errors exist due to missing CI relationships.
If you did not make your update set current, you will need to identify your current update set and move all of the
service rules you need into your update set. You can find this information in a dropdown located in the ServiceNow
navigation bar:
All of the service rules that you defined are tracked in the update set record under the [Customer Updates] tab.
8. Click [Update].
9. Repeat steps 7-8 until all relevant containment and hosting rules are in the new update set, and then go to
Exporting an Update Set.
NOTE: Depending on your configuration, you might not need to run all of the procedures in the following
topics, and you might not need to schedule and run all of the following integration applications.
As a best practice, ScienceLogic recommends that you schedule the following integration applications in the
Integration Service user interface, in the following order:
TIP: ScienceLogic recommends that you schedule these integration applications to run at least every 23 hours.
For more information, see Scheduling Integration Applications.
NOTE: This automated process replaces the manual mapping process from previous releases of the
Integration Service.
NOTE: Before you can start to sync devices, you need to add the VMware update set to ServiceNow and
commit the VMware pre-set update set to ServiceNow.
1. In the Integration Service, go to the [Integrations] tab and run the "Cache ServiceNow CIs and
ScienceLogic Device Classes" integration application. This application gets the device classes from
ServiceNow and SL1 caches them.
NOTE: ScienceLogic recommends that you schedule the "Cache ServiceNow CIs and ScienceLogic Device
Classes" integration application to run on a regular basis. However, before you schedule the
application, make sure that you select the correct configuration file to populate the credential details.
6. Click [Save] and run the "Cache ScienceLogic Devices Using GraphQL" integration application. This step 3
must complete without errors for the mappings to work.
8. Click the Configuration drop-down list and select a configuration to align to this integration application.
9. Select the Domain_Separation option if you want to separate data, processes, and administrative tasks into
logical groupings called domains. By default, this option is not selected. For more information, see
Configuring Domain Separation.
10. Scroll down to the section for the mappings parameter and create a mapping for each of the SL1 device
classes and or asset attributes that have been discovered.
TIP: Use the [Tab] button to move down through the list of options in a Mapping dropdown list, press [Shift]+
[Tab] to move up, and press [Enter] to select a highlighted option.
WARNING: Follow these steps only if your configuration uses ServiceNow domain separation.
After you create the configuration file, align that new file with the relevant integration applications, including the
"ScienceLogic to ServiceNow Device Sync using GraphQL" application.
NOTE: The "name": "Domain_Credential" values in the following code represent the sys_id of the
domain mapped to the corresponding ServiceNow user that is permitted to insert data for the domain.
3
Every domain-specific sys_id should reference an object containing "user" and "password"
values.
1. In the Integration Service user interface, navigate to the [Configurations] tab and click the plus icon ( ).
The Create a new configuration pane appears.
2. Complete the first four descriptive fields for the configuration.
3. In the Configuration Data field, add the following JSON code:
NOTE: For each domain for which you want to write to a specific user, add that user's username and
password, and a reference to it, in the Domain_Credentials section of the relevant integration
application in the Integration Service user interface.
1. In Postman, post the following JSON file to trigger the required integration applications in the Integration
Service user interface to model SL1 devices to ServiceNow:
{
"name": "device_sync_sciencelogic_to_servicenow",
"params": {
"mappings": {
"cmdb_ci_ip_switch":[
"Cisco Systems | Catalyst 3850-48P",
"Cisco Systems | Nexus 9372PX"
],
"cmdb_ci_linux_server": [
"ScienceLogic, Inc. | EM7 Message Collector",
"ScienceLogic, Inc. | EM7 Customer Portal",
"ScienceLogic, Inc. | EM7 All-In-One",
"ScienceLogic, Inc. | EM7 Integration Server",
3
"ScienceLogic, Inc. | EM7 Admin Portal",
"ScienceLogic, Inc. | EM7 Database",
"ScienceLogic, Inc. | OEM",
"ScienceLogic, Inc. | EM7 Data Collector",
"NET-SNMP | Linux",
"RHEL | Redhat 5.5"
],
"cmdb_ci_esx_resource_pool": ["VMware | Resource Pool"],
"cmdb_ci_esx_server": [
"VMware | ESXi 5.1 w/HR",
"VMware | Host Server",
"VMware | ESX(i) 4.0",
"VMware | ESX(i) w/HR",
"VMware | ESX(i) 4.0 w/HR",
"VMware | ESX(i)",
"VMware | ESX(i) 4.1 w/HR",
"VMware | ESXi 5.1 w/HR",
"VMware | ESXi 5.0 w/HR",
"VMware | ESX(i) 4.1",
"VMware | ESXi 5.1",
"VMware | ESXi 5.0"
],
"cmdb_ci_vcenter_datacenter": ["VMware | Datacenter"],
"cmdb_ci_vcenter_datastore": ["VMware | Datastore", "VMware | Datastore
Cluser"],
"cmdb_ci_vcenter_dv_port_group": ["VMware | Distributed Virtual Portgroup"],
"cmdb_ci_vcenter_dvs": ["VMware | Distributed Virtual Switch"],
"cmdb_ci_vcenter_folder": ["VMware | Folder"],
"cmdb_ci_vcenter_network": ["VMware | Network"],
"cmdb_ci_vmware_instance": ["VMware | Virtual Machine"],
"cmdb_ci_vcenter": ["VMware | vCenter", "Virtual Device | Windows Services"],
"cmdb_ci_vcenter_cluster": ["VMware | Cluster"]
},
"configuration": "template_snow_integration" #name your configuration file
}
}
1. Use Postman or cURL to do a GET to load the device sync integration application:
where:
l URL_for_your_Integration_Service _system is the IP address or URL for the Integration Service system.
NOTE: The response should contain the entire JSON output for the integration application.
2. Copy the entire JSON code and save it to a file named: "device_sync_sciencelogic_to_servicenow".
4. Modify the "value" property of the object to use the mappings you want to use.
5. Ensure that the mappings follow the same JSON data structure, otherwise the sync will not work:
{
"cmdb_ci_class": [
"ScienceLogic Dev Class| ScienceLogic subclass",
"Another Silo Dev Class | Another Silo subclass"
]
}
6. After you update the mappings, use the iscli to upload the updated integration application with your new
settings. Type the following command at the command line:
where:
assetTag asset_tag
cat_name category
cpu cpu_count
cpu_make cpu_type
dns_domain dns_domain
function justification
hostname fqdn
memory ram
model model_number
os os
serial serial_number
speed cpu_speed
status hardware_substatus
virtual virtual
w_cost cost
w_date_ex warranty_expiration
make manufacturer
NOTE: When an attribute value is "0" in SL1, the corresponding field in ServiceNow might display as empty.
3
To map and sync device attributes:
1. In the Integration Service user interface, go to the [Integrations] tab and open the integration application
you are using for device sync. In most cases, this application would be "ScienceLogic To ServiceNow Device
Sync using GraphQL".
2. Click the [Configure] button. The Configuration pane appears.
3. Select the necessary configuration file to align with this application from the Configuration drop-down list.
5. To edit an existing attribute, click the attribute name and either select an attribute from the list or type a new
name for the attribute.
TIP: Use the [Tab] button to move down through the list of options in a Mapping dropdown list, press [Shift]+
[Tab] to move up, and press [Enter] to select a highlighted option.
6. To create a custom attribute, click the [Add Mapping] button at the bottom of the section and type a name
for the attribute in the first field, and then select one or more ServiceNow attributes to which the SL1 attribute
should sync in the To ServiceNow Attribute field.
7. To create a custom device class or asset attribute, scroll down to the section for the mappings parameter
and click the [Add] button.
8. Click the down arrow icon to edit a device class or asset attribute in the section for the mappings parameter.
9. Click the [Save] button at the top of the Configuration pane to save your updates.
1. In ServiceNow, search for "Tables" in the filter navigator and select System Definition > Tables.
2. From the Tables page, search for and select the table to which you want to add a field for a new attribute.
3. From the Table page, click the [New] button to add a new field on the table. A new record appears:
4. From the Type drop-down list, select the data type you want to store, such as String. Depending on your
selection, additional required fields display:
NOTE: In the String example, above, Column label contains the text you want to display in ServiceNow, and
Column name is the exact column name used by the Integration Service or the API.
5. Complete the required fields and any other fields as needed, and then click the Submit button. The field is
added to ServiceNow.
1. In the Integration Service user interface, go to the [Integrations] tab and open the "ScienceLogic to
ServiceNow Interface Sync" integration application:
3. Select the necessary configuration file to align with this application from the Configuration drop-down list.
4. Select the Domain_Separation option if you want to separate data, processes, and administrative tasks into
logical groupings called domains. By default, this option is not selected. For more information, see
Configuring Domain Separation.
5. Select one of the following settings for the adapter_sync parameter:
l off. Disables interface sync.
l all. Syncs every interface, regardless of its state.
l enabled. Syncs only the interfaces that have a state of "admin up". This is the default setting.
6. Click the [Save] button at the top of the Configuration pane to save your updates, and then click the [Run
Now] button to run the integration application.
7. When the application completes, go to ServiceNow and type "cmdb_ci_network_adapter.list". The Network
Adapters page appears, with a list of synced interfaces:
8. Select a network interface from the list and scroll down to the Network Adapters tab to see more
information about the interface, such as the Operational status value, which is synced from SL1.
NOTE: The operational status is different from the SL1 monitored status, but the Integration Service tracks both
values.
CI Maintenance Sync (non-scheduled) syncs maintenance windows from ServiceNow CHG Tasks to SL1 devices
to place the synced devices into maintenance mode for the scheduled change window.
1. In ServiceNow, type "change" in the filter navigator and navigate to Change > Create New.
2. Click [New] to create a new change request of type "Normal". A new CHG record appears:
3
3. In the new CHG record, make a note of the change request number in the Number field. You will use this
later to verify that the maintenance sync was created. In this example, the value is CHG0030004.
4. Update the following fields in the record:
l Configuration Item. Select for the CI you want to configure for maintenance sync.
l Assignment group. Select the group for the CI.
7. Make a note of the values in the Value and Label fields. These values map to the change_scheduled_
state and change_canceled_state fields in the "Sync Maintenance from ServiceNow to SL1" integration
application.
8. Return to your new change request and scroll down in the change request to the [Affected CIs] tab, where
you can click the [Add] button to add additional synced CIs to the maintenance sync:
11. Verify that the value from the change_scheduled_state field matches the value in the Value field from
ServiceNow, and the value from the change_canceled_state field matches value from the Label field from
ServiceNow. These values must match for the maintenance sync to work.
12. Click the [Save] button and then click the [Run Now] button to run the integration application.
13. While the "Sync Maintenance from ServiceNow to SL1" integration application runs, you can monitor the
status of the maintenance process by clicking the branch icon ( ) on the Schedule Maintenance step.
Click the triggered application's run ID in the pop-up window and then click the branch icon on the
Create SL Maintenance or Modify Maintenance steps for more information.
14. After the "Sync Maintenance from ServiceNow to SL1" integration application completes, navigate to the
Schedule Manager (Registry > Schedules > Schedule Manager) in SL1 to view the change requests.
TIP: As a best practice, schedule the "Sync Maintenance from ServiceNow to SL1" integration application to
run every hour or so, depending on your environment. For more information, see Scheduling
Integration Applications.
Discovery Sync
The Discovery Sync integration lets you use SL1 for discovering and syncing ServiceNow devices. With
Discovery Sync, you start an SL1 discovery session from ServiceNow and then sync the newly discovered SL1
devices or virtual devices and their data with ServiceNow.
Before running a Discovery Sync session, you must complete the following steps first:
1. Perform a company sync by running the "Sync Organizations from SL1 to ServiceNow" integration application
in the Integration Service user interface. For more information, see Mapping and Syncing SL1
Organizations with ServiceNow Companies.
2. In ServiceNow, configure the two different service requests for Discovery Sync. For more information, see
Configuring ServiceNow Service Requests for Discovery Sync.
3. In the Integration Service user interface, run the integration applications listed in Discovery Sync Workflow.
NOTE: Because some of the fields in the service request form will only populate if you have completed the
previous fields in the form, you need to complete the fields in the service request form in sequential
order.
3. Ensure that the Catalog Items list includes a service request for Create Virtual Device and a service
request for Device Discovery.
4. Select the Create Virtual Device service request and ensure that the Catalogs and Category fields are
complete. Add the relevant information if the fields are blank. For example:
5. Click the [Update] button to save any updates to the service request.
6. From the Catalog Items window, select the Device Discovery service request and ensure that the
Catalogs and Category fields are complete. Add the relevant information if the fields are blank, and then
click the [Update] button.
7. Click the check boxes for the Create Virtual Device and Device Discovery service requests, and then click
the [Activate] button at the bottom of the Catalog Items window.
NOTE: These two service requests are instance-specific, which means that the service request will appear in
the same location as the catalogs you specified for each request. In the example, above, the Catalog
was set to Service Catalog.
8. Navigate to the relevant catalog for the service requests. For example, if you selected Service Catalog for one
or both requests, then type "Service Catalog" in the filter navigator, or select Self-Service > Service Catalog
to view the new service requests.
9. You can now run the integration applications listed in Discovery Sync Workflow.
1. "Pre-Discovery Sync". This application exports information from SL1 to populate the information in the
ServiceNow request form. You must run this application before you can create the discovery sync session.
2. "Process Discovery Session Request". This application sends the request forms to SL1.
3. "Poll Discovery Sessions". This application populates the discovery session logs back to ServiceNow.
4. "ScienceLogic To ServiceNow Device Sync using GraphQL." This application ensures that the devices
discovered by SL1 get synced to ServiceNow.
When the integration applications finish running, the Integration Service sends the status of those applications to
ServiceNow, and you can start the Discovery Sync.
TIP: ScienceLogic recommends that you schedule these integration applications to run at least every 23 hours.
For more information, see Scheduling Integration Applications.
NOTE: If you have multiple values in a field in the CSV file, separate the values with a colon (:). IP, Device
Groups, Credentials, and Scan Ports will accept multiple values. For example, for the credential
format, you would use credType:credID.
4. If you are running a regular discovery without an attachment, select Discovery Session from the Discovery
Type field. A number of new fields appear in the Discovery Session pane:
n One or more single IPv4 addresses separated by commas and a new line. Each IP address
must be in standard IP notation and cannot exceed 15 characters. For example, "10.20.30.1,
10.20.30.2, 10.20."
n One or more ranges of IPv4 addresses with "-" (dash) characters between the beginning of the
range and the end of the range. Separate each range with a comma. For example,
"10.20.30.1 – 10.20.30.254".
n One or more IP address ranges in IPv4 CIDR notation. Separate each item in the list with a
comma. For example, "192.168.168.0/24".
n One or more hostnames (fully-qualified domain names). Separate each item in the list with a
comma.
l Credentials. Select one or more SNMP credentials to allow SL1 to access a device's SNMP data.
l Discover Non-SNMP. Specifies whether or not SL1 should discover devices that don't respond to
SNMP requests.
8. After you submit your request, search for "requests" in the filter navigator and select ScienceLogic Requests.
The ScienceLogic Requests page appears.
9. In the Process column, verify that ServiceNow created a new Discovery_Session_Request record, or
Discovery_Attachement_Session_Request record if you used an attachment with discovery.
10. To view more information about the request, click the name of the request in the Log column. A
ScienceLogic Request page appears.
11. Make a note of the RITM number and the Payload information:
12. In the Integration Service user interface, go to the [Integrations] tab and run the "Process Discovery Session
Requests" integration application.
13. When the application completes, go to the ScienceLogic Requests page in ServiceNow.
14. Refresh the requests table, and in the Process column, verify that ServiceNow created a new virtual_
device_created record.
4. If you want to run the Discovery Sync immediately, click the [Order Now] button.
5. If you want to create additional Discovery Sync sessions, click the [Add to Cart] button, and you can run all of
the requests in your cart at a later time by clicking the [Proceed to Checkout] button.
NOTE: If you click the link for the discovery item in the cart, you can view the Requested Item (RITM) page
which contains additional information about the discovery that you might need later.
7. In the Process column, verify that ServiceNow created a new Create_Virtual_Device_Request record.
8. To view more information about the request, click the name of the request in the Log column. A
ScienceLogic Request page appears.
9. Make a note of the RITM number and the Payload information:
10. In the Integration Service user interface, go to the [Integrations] tab and run the "Process Discovery Session
Requests" integration application.
11. When the application completes, go to the ScienceLogic Requests page in ServiceNow .
12. Refresh the requests table, and in the Process column, verify that ServiceNow created a new virtual_
device_created record.
13. Click the name of the request in the Logs column.
14. Click the RITM record link to go to the Requested Item page.
17. In SL1, navigate to the Device Manager page (Registry > Device Manager) and verify that SL1 created a
new device with that device ID.
Scheduling Integration Applications
Using the Integration Service user interface, you can configure integration applications to run on a schedule
instead of manually running the applications.
As a best practice, you should schedule the following integration applications to run at least every 23 hours:
You can create one or more schedules for a single integration application in the Integration Service user interface.
When creating the schedule, you can specify the queue and the configuration file for that integration application.
1. On the [Integrations] tab of the Integration Service user interface, click the [Schedule] button for the
integration application you want to schedule. The initial Schedule window appears, displaying any existing
schedules for that application:
NOTE: If you set up a schedule using a cron expression, the details of that schedule display in a more
readable format in this list. For example, if you set up a cron expression of */4 * * * *, the schedule on
this window includes the cron expression along with an explanation of that expression: "Every 0, 4, 8,
12, 16, 20, 24, 28, 32, 36, 40, 44, 48, 52, and 56th minute past every hour".
4. Click [Save Schedule]. The schedule is added to the list of schedules on the initial Schedule window. Also,
on the [Integrations] tab, the word "Scheduled" appears in the Scheduled column for this integration
application, and the [Schedule] button contains a check mark:
NOTE: After you create a schedule, it continues to run until you delete it. Also, you cannot edit an existing
schedule, but you can delete it and create a similar schedule if needed.
1. On the [Integrations] tab, click the [Schedule] button for the integration application that contains a
schedule you want to delete. The initial Schedule window appears.
2. Click the down arrow icon ( ) to view the details of an existing schedule:
3. To delete the selected schedule, click the [Delete] button. The schedule is removed.
Troubleshooting CMDB Sync
If you can successfully send data to your ServiceNow system, but you encounter issues with creating CIs in the
ServiceNow CMDB, this section provides troubleshooting steps to help you test the payload and identify possible
issues. These steps might be helpful if you have set up datasource precedence rules.
7. On the Identification Simulation page, click the [Start] button in the Start with Existing Payload section.
The Insert JSON Payload page appears:
4
Using SL1 to Monitor ServiceNow
Overview
4
This section describes how to monitor ServiceNow in SL1 using the ServiceNow Base Pack PowerPack.
The following topics describe how to use the ServiceNow Base Pack PowerPack:
NOTE: ScienceLogic provides this documentation for the convenience of ScienceLogic customers. Some of
the configuration information contained herein pertains to third-party vendor software that is subject to
change without notice to ScienceLogic. ScienceLogic makes every attempt to maintain accurate
technical information and cannot be held responsible for defects or changes in third-party vendor
software. There is no written or implied guarantee that information contained herein will work for all
third-party variants. See the End User License Agreement (EULA) for more information.
l The "ServiceNow: CMDB Configuration" Dynamic Application, which provides data for Integration Service
systems communicating with ServiceNow
l The "ServiceNow: Incident Metrics" Dynamic Application, which collects information about the types,
statuses, and properties of ServiceNow incidents
l A Device Class for ServiceNow instances
l Run Book Policies and a Run Book Action to automate adding, updating, and clearing incidents
l Two sample Credentials: One for connecting to a ServiceNow instance and one for sending event payload
information to the Integration Service, which is required for integration with the ServiceNow Incident
Management Module
l The "ServiceNow Open Incidents" Dashboard, which displays information about ServiceNow incident
statuses and types
l ScienceLogic Libraries that are utilized by this PowerPack:
l content
l content_cache
l silo_core
l silo_core_rest
l silo_credentials
l silo_servicenow
NOTE: If you are upgrading from SyncServer, you must disable the old SyncServer Run Book Actions and Run
Book Automation policies before installing the new ServiceNow Base Pack PowerPack.
1. Log in to SL1 as an administrator, then go to the PowerPack Manager page (System > Manage >
PowerPacks).
2. Click the [Actions] button and select Import PowerPack.
3. Click the [Browse] button and navigate to the ServiceNow Base Pack PowerPack file.
TIP: By default, installing a new version of a PowerPack overwrites all content in that PowerPack that has
already been installed on the target system. You can use the Enable Selective PowerPack Field
Protection setting in the Behavior Settings page (System > Settings > Behavior) to prevent new
PowerPacks from overwriting local changes for some commonly customized fields. For more information,
see the System Administration manual.
l Profile Name. Type a name for the ServiceNow Run Book Action credential.
l Content Encoding. Select text/xml.
l Method. Select POST.
l HTTP Version. Select HTTP/1.1.
l URL. Type the host name for the Integration Service.
l HTTP Auth User. Type the Integration Service administrator username.
l HTTP Auth Password. Type the Integration Service administrator password.
l Timeout (seconds). Type "5".
1. Go to the Device Manager page (Registry > Devices > Device Manager).
2. Click the [Actions] button and select Create Virtual Device from the menu. The Virtual Device modal page
appears:
To align the ServiceNow Base Pack Dynamic Applications with the ServiceNow virtual device:
1. Go to the Device Manager page (Registry > Devices > Device Manager).
2. Click the wrench icon ( ) for the virtual device you created in the previous section. The Device Properties
page appears.
3. Click the [Collections] tab. The Dynamic Application Collections page appears.
5. In the Dynamic Applications field, select the first of the ServiceNow Dynamic Applications.
6. In the Credentials field, select the credential you created based on the ServiceNow DA - Example
credential.
7. Click the [Save] button.
8. Repeat steps 4-7 for each remaining Dynamic Application.
A
Integration Service API Endpoint Usage
Overview
This appendix describes the Integration Service's API Endpoint Usage in ServiceNow on an application-by-
application basis.
Fields
l u_last_detected
l u_sciencelogic_link
l u_incident_state
l u_short_description
l u_sciencelogic_automation_policy
l u_sciencelogic_action_policy
l u_subcategory
l u_event_created
l u_sciencelogic_user_ack
l u_sciencelogic_event_policy
l u_sciencelogic_region
l u_description
l u_sciencelogic_event_id
l u_sciencelogic_event_count
l u_event_severity
l u_company
l u_assignment_group
l u_cmdb_ci
l u_affected_cis
i nci d ent
Fields
l u_payload
CI relationship mapping.
l u_type
l u_child_type.u_class
cm d b _ci
l discovery_source
l name
l u_sciencelogic_region
l u_sciencelogic_status
l sys_id
l u_sciencelogic_id
l ip_address
l u_sciencelogic_correlation
l operational_status
l subcategory
l sys_class_name
l company
l comments
l category
l u_sciencelogic_url
l sys_id
l name
l ip_address
l alias
l netmask
l company
l short_description
l mac_address
l u_sciencelogic_region
l operational_status
Transforms
Not required.
Discovery Sync
Scheduled in the Integration Service. Integration applications are required to run Discovery Sessions.
l Collector Groups
l Collectors
l Credentials
l Discovery Session Requests
l Device Templates
l Device Groups
l Virtual Device Classes
l Virtual Device Create Requests
u_silo_request Get / Post N/A Catalog Request (updates), CMDB Group - Create,
Collector Group Synchronize, Collector
Synchronize, Configuration Item Group (Create),
Configuration Item Group (Update), Credential
Synchronize, Device Template Synchronize, Virtual
Device Class Synchronize
Fields
l u_payload
l u_process
l u_active
l u_sciencelogic_region
l sys_id
l sys_domain A
l sys_domain_path
l group_name
l description
l group_type
Transforms
Not required.
Fields
core_com p a ny
l name
l street
l vendor
l city
l latitude
l manufacturer
l sys_id
l u_sciencelogic_id
l u_silo_monitored
l u_sciencelogic_region
l u_zip
l u_vendor
l u_state
l u_sciencelogic_region
l u_sciencelogic_id
l u_phone
l u_manufacture
l u_longitude
l u_latitude
l u_fax
l u_crm_id
l u_city
l u_address
l u_name
Transforms
Fields
l manufacturer
l name
Transforms
Ha rd wa re Mod el i m p ort
Other
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provision shall be deemed severable from this agreement and shall not affect the validity and enforceability
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