ServiceNow Integration

Last updated: Wed Jan 23 19:17:28 GMT 2019

ThousandEyes supports routing alert notifications directly into ServiceNow's 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 the alert notifications directly into the ServiceNow platform.

Table of Contents

Overview
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 Configuration

To be able to receive ThousandEyes alert notifications directly, ServiceNow must first be configured to allow it. Two configuration steps need to be performed to achieve that:

  1. Incident configuration
  2. Authentication configuration

These instructions assume that a ServiceNow "Service Management Portal" has already been created.

1) Incident configuration

To start, an Incident configuration needs to be performed in your ServiceNow account:

ServiceNow Configuration

Assign the following fields to an incident:

  • Description
  • Short Description
  • Category
  • State
  • Urgency
     
2) Authentication configuration

In this step, an OAuth Application Registry needs to be created:

  • Select System OAuth Application Registries from  ServiceNow's homepage navigation pane

  • Click Create New Application Registry

  • Unlock Redirect URL and assign the following value to it: 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). 

  • Once submitted, a Client ID will be generated. This value will be used when configuring ThousandEyes' ServiceNow integration in the next section.

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

Creating a ServiceNow Integration within ThousandEyes

A ServiceNow "integration" must be created before it can be assigned to any of the Alert Rules. In ThousandEyes, an "integration" is a predefined set of configuration directives that enable alert notifications to be successfully delivered to the ServiceNow platform. Once created, the integration can be assigned to multiple alert rules (within the same account group).

1) Navigate to the Integrations section of any Alert Rule and create a new integration

Start by selecting Alerts > Alert Rules (1) within the left-hand navigation pane. Then either expand any of the existing Alert Rules (2) or click the Add New Alert Rule button (3):

User-added image

Navigate to the Notification (1) tab to display the Integrations section (2):

User-added image

Once there, click Configure Integrations or Edit Configurations link (3) depending on which is displayed. This will open a new dialog box. Click Add New Integration within the aforementioned dialog box.

2) Configure ServiceNow integration settings

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

User-added image

Within the dialog box, these fields can be configured:

  • Type: Make sure ServiceNow is selected
  • Name: User-defined integration name; does not affect functionality
  • ServiceNow URL: The ServiceNow endpoint to which ThousandEyes will send notifications
  • Auth URL: The ServiceNow endpoint to which ThousandEyes will authenticate, via OAuth, prior to submitting notifications
  • Client ID: The identifier which ThousandEyes will use when authenticating to ServiceNow

3) Obtain a ServiceNow Authentication Token

Once the fields outlined in the previous step are configured, a retrieval of the 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 simply opening the rule's notification preferences and selecting your new integration from the drop-down list:

  • Navigate to the Integrations section of the desired Alert Rule's (2) Notifications configuration tab
  • Select the desired ServiceNow integration from the drop-down (3)
  • Click Save Changes
User-added image

That's it. You have successfully configured the integration of ThousandEyes alerting and ServiceNow. You'll probably want to assign your new ServiceNow integration to your remaining alert rules, though.

Here are some additional details to be aware of:

  • Integrations are an account group-wide concept. You only need to create one integration which can then be used by multiple alert rules.
  • Notification preferences are configured per Alert Rule. In other words, you will need to assign your new ServiceNow integration to all alert rules that should use it.
  • Integrations are not shared between account groups and must be created individually 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: