ServiceNow Integration

Last updated: Fri Oct 18 10:03:28 GMT 2019

ThousandEyes supports routing alert notifications directly into ServiceNow Incident Management Services - a solution for streamlining the logging, classification, assignment, escalation, and reporting of incidents. The following guide describes the process of configuring ServiceNow and ThousandEyes Alert Rules to send alert notifications directly into the ServiceNow platform. 

Table of Contents

Overview
ServiceNow releases supported by ThousandEyes
ServiceNow Configuration 
Creating a ServiceNow Integration within ThousandEyes
Assigning ServiceNow Integrations to Alert Rules within ThousandEyes
ServiceNow Alert Management
Related Information

Overview

The ThousandEyes platform can notify users whenever their test results trigger an Alert Rule. Alert Rules allow configuring various methods of alert notification delivery. One of the supported methods is direct notification delivery into a ServiceNow account. Once the notification is delivered, ServiceNow processes it and allocates tasks based upon pre-defined workflows. 

To route alert notifications directly into ServiceNow, the following needs to be properly configured:

  • A ServiceNow Integration created
  • Alert Rules associated with ServiceNow Integration
  • ThousandEyes Tests associated with Alert Rules
The content below will guide you through the process of configuring both, ServiceNow and ThousandEyes. In the end, an alert triggered in ThousandEyes will cause a new incident to be generated within your ServiceNow account instantly. This process should streamline the handling of ThousandEyes-reported events, aligning it with your existing (ServiceNow-based) workflow.

ServiceNow releases supported by ThousandEyes

ThousandEyes support for a Release Family stops at the same date ServiceNow declares a release EOL, however, despite the ServiceNow release reaching EOL ThousandEyes alert integrations should continue to work. If you have any support questions, just get in touch with the Customer Success Team.

Table 1. ThousandEyes supported ServiceNow releases
ServiceNow releaseSupported by ThousandEyes
Istanbulsupported (EOL)
Jakartasupported (EOL)
Kingstonsupported (EOL)
Londonsupported
Madridsupported
New Yorksupported

 

ServiceNow Configuration

To be able to receive ThousandEyes alert notifications directly, ServiceNow must first be configured to allow it. Here is a summary of the ServiceNow configuration with links to the relevant ServiceNow product documentation:

  1. Check Incident configuration form design includes the correct fields for ThousandEyes alert notifications 
  2. Configure the System OAuth application for ThousandEyes alert authentication
  3. Disable the global system property state parameter for OAuth authentication

These instructions assume the ServiceNow Service Management Portal is activated.
 

Pre-requisite (London, Madrid and New York only): disable the global system property state parameter

1. Type sys_properties.list in the filter navigator field then hit return. In the main window, the System Properties table will appear (see figure 1 below).
2. Using the table search feature field select the name filter, in the search field type glide.oauth.state.parameter.required and hit return (see figure 1 below).

Find the global system state parameter
Figure 1. How to find the global system state parameter

3. Click glide.oauth.state.parameter.required to open the parameter's configuration, change the Value text field to false, then click Update (See figure 2 below).

Update the global system state parameter
Figure 2. How to update the global system state parameter
 

1) Incident form design configuration

1. Log in to your ServiceNow workspace, under the Application Navigator expand the Self Service application and click the edit Incident module icon
2. Click the Additional actions menu icon > Configure > Form Design
3. Check and if required, add the following fields to the incident form:

  • Description
  • Short Description
  • Category
  • State
  • Urgency
     
2) Configure OAuth authentication

In this step the OAuth Application Registry for external API endpoints is created:

  • Select System OAuth > Application Registries from ServiceNow's homepage navigation pane
  • Click Create an OAuth API endpoint for external clients
  • Take a copy of the generated Client ID. This value will be used when configuring ThousandEyes' ServiceNow integration in the next section
  • Unlock the Redirect URL field and assign the following value: https://app.thousandeyes.com/servicenow-oauth-callback/
  • Access and Refresh tokens will require manual re-configuration once their lifespans have been exceeded. Token lifespan should be configured, in seconds, for a time deemed reasonable by your ServiceNow administrator (eg: 1 year). 

NOTE: ThousandEyes recommends creating a dedicated ServiceNow user for integration management. This user should be assigned the web_service_admin role.


ServiceNow Configuration

    Creating a ServiceNow Integration within ThousandEyes

    A ServiceNow integration must be created before being assigned to Alert Rules.

    1) Navigate to the Alerts > Alert Rule page

    Start by selecting Alerts > Alert Rules within the menu pane. Then either expand any of the existing Alert Rules or click the Add New Alert Rule button:

    Alert-rule

    Click the Notification tab to display the Integrations section:

    Alert-notificaations

    Click Configure Integrations or Edit Configurations link depending on which is displayed. This will open a new dialog box.

    add-new-integration

    Click the Add New Integration link.

    2) Configure ServiceNow integration settings

    The following figure depicts the dialog box for creating a new ServiceNow integration:

    edit-configuration

    Within the dialog box, these fields can be configured:

    • Type: Make sure "ServiceNow" is selected
    • Name: Select a name for your ServiceNow integration
    • ServiceNow URL: The ServiceNow endpoint to which ThousandEyes will send notifications
      • ServiceNow URL format: https://<instance-name>.service-now.com
    • Auth URL: The ServiceNow endpoint to which ThousandEyes will authenticate, via OAuth, prior to submitting notifications
      • Auth URL format: https://<instance-name>.service-now.com/oauth_auth.do
    • Client ID: The identifier which ThousandEyes will use when authenticating to ServiceNow

    3) Obtain a ServiceNow Authentication Token

    Once the fields in the previous step are configured, retrieval of an authentication token is required. ThousandEyes will retrieve and store the authentication token to be used when notifying ServiceNow of alerts. This step will need to be repeated whenever the token expires. 
    • Click the Get Token button. You should be redirected to the ServiceNow login page.
    • Log into ServiceNow, using an account that has been assigned a role of web_service_admin. Once in, enable permissions for ThousandEyes to access this endpoint.

    4) Test your integration

    The Test button is provided to verify the correctness of your integration setup. Click it to send a test notification using your new integration. A new incident should be generated in your ServiceNow account.

    Assigning ServiceNow Integrations to Alert Rules

    Once created, ServiceNow integration can be assigned to any Alert Rule by opening the rule's Notifications settings and selecting your new integration from the drop-down list:

    • Navigate to the Integrations section of the desired Alert Rule's Notifications configuration tab
    • Select the desired ServiceNow integration from the drop-down
    • Click Save Changes
    Configure-integration

    Here are some additional details to be aware of:

    • Integrations are available on an Account Group basis. An integration can be used by multiple Alert Rules in an Account Group.
    • Notification preferences are configured per Alert Rule. Assign your new ServiceNow integration to all Alert Rules that require it.
    • Integrations cannot shared between Account Group so must be created per Account Group.
    • Multiple integrations may use the same ServiceNow endpoint and authentication token.

    ServiceNow Alert Management

    Upon receiving a new notification from the ThousandEyes platform, ServiceNow will create a corresponding incident:
     
    Example: ServiceNow Incident

    The following fields will be mapped upon creation of a new incident:
    • State: Set to New when an alert is triggered and Resolved when the alert is cleared.
    • Urgency: Set to Medium
    • Category: Set to Network
    • Short Description: "ThousandEyes Alert triggered for Test: <Test Name>"
    • Description: This field will contain alert details including Alert Rule name, number of agents affected, and a URL leading to a view with further details on the ThousandEyes platform.

    Related Information

    The following resources provide additional information: