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Introduction

This application enables bi-directional communication between the Moogsoft AIOps Situation Room and ServiceNow Incident management, so that all appropriate users can see the Situation details and who is working on it.

Data Flow

The Business rules found in the ServiceNow integration to Moogsoft AIOps are:

MethodDescription
Moogsoft AIOps Pass Vars

Handles the situation when an incident in ServiceNow is disassociated from a Situation. The process sets the Situation ID to its negative so the the correct cleanup can happen on the AIOps subscription list

Moogsoft AIOps Send Add Thread Entry

Takes the last worknote and passes it to the AIOps REST endpoint 'Add Thread Entry' to post the text to the appropriate thread in the related Situation

Moogsoft AIOps Send Get Correlation MsgEstablishes a relationship between a ServiceNow incident and an AIOps Situation. This calls the REST endpoints to create the subscription record in AIOps, adds a new thread, and posts the initial thread entry confirming the connection has been established
Moogsoft AIOps Send Resolve Incident Msg

Calls the 'Resolve Situation' REST endpoint when the ServiceNow incident is either resolved or closed. This will then resolve the AIOps Situation

The Graze endpoints are documented in the Graze API page

Moogsoft AIOps Graze Add Correlation Info

Moogsoft AIOps Graze Add Situation Custom Info

Moogsoft AIOps Graze Add Thread

Moogsoft AIOps Graze Add Thread Entry

Moogsoft AIOps Graze Authenticate

Moogsoft AIOps Graze Resolve Situation


ServiceNow integration features

  • A client tool in the Situation right-click menu: Open ServiceNow Ticket. The ServiceNow Incident created is linked to the Moogsoft AIOps Situation
  • When an Incident in ServiceNow is commented on, its linked Situation in Moogsoft AIOps will have the comment added to the Situation Room support thread. Also, if a comment is added to that thread in a Situation Room, the comment appears in the ServiceNow Incident
  • In Situation views, the Incident column has a direct link to the Incident in ServiceNow

MID Server installation

A MID (Management, Instrumentation, and Discovery) Server is required for the integration between SeviceNow and AIOps to operate correctly. An existing MID server may be used.  The instructions below assume a MID server will be installed on the AIOps machine itself.

 Installation instructions from ServiceNow are here:

MID Server installation example

The following information is for installing MID Server on a 64-bit Linux system, and should be used in conjunction with the steps in section 7 (Installing a MID Server on Linux) of the ServiceNow instructions at the location above.

Before you begin

  • Ensure Tool runner is enabled in Moogsoft AIOps as follows:
    1. In the following file:
      /usr/share/moogsoft/config/servlets.conf
      • Ensure toolrunneruser and toolrunnerpassword are set to the login credentials of the computer Moogsoft AIOps is installed on
      • Ensure toolrunner has write access to the $MOOGSOFT_HOME location
      • Ensure toolrunner has permission to modify and execute MID Server directories
    2. Restart the apache-tomcat service with the following command:

      service apache-tomcat restart

The numbering here follows the numbering of steps in section 7 (Installing a MID Server on Linux) of the ServiceNow instructions at the location above.

  1. Go to Mid Server > Downloads on the left menu ServiceNow (use search at the top as shown):
  2. Download the Linux 64-bit file compatible with your version of ServiceNow. For example: mid.2015-09-01-1202.linux.x86-64.zip
  3. Create the MID Server installation directory, where <mid server name> is the moog_mid_server:
    /usr/local/servicenow/moog_mid_server/agent
  4. Unzip the downloaded file to the above location as instructed.
  5. Edit the config.xml file. You need:
    • The URL of your ServiceNow instance (for https://YOUR_INSTANCE.service-now.com)
    • Your MID user name and password (for YOUR_INSTANCE_USER_NAME_HERE and YOUR_INSTANCE_PASSWORD_HERE)

    If you need to set up a MID user, see section 4 (Setting up MID Server User and Role) of the ServiceNow installation instructions (see above).
    When setting roles for the user, ensure the following roles are set:

    • mid_server
    • rest_service
    • itil_admin
    • itil

    • The MID Server name (for YOUR_MIDSERVER_NAME_GOES_HERE)

    The Service Now Moogsoft AIOps Application assumes the MID server name will be "MOOG_MID". If another name is chosen, the REST commands will need to be updated with the correct name of the MID server to use


    You do not need to enter connection information for the proxy server.

    You do not need to execute the start.sh shell script; Moogsoft AIOps does this when integrating ServiceNow

     

  6. Carry out steps 5, 6, 7 & 8 (of section 7 Installing a MID Server on Linux of the ServiceNow instructions at the location above) to verify that the MID Server is listed in your instance of ServiceNow.  


Integrate ServiceNow

  1. Go to the System Settings > Integrations and click ServiceNow. The ServiceNow configuration opens:

    Click '<' (top left) to return to System Administration

    If a No ServiceNow MID Server detected... message appears (in a blue box, as shown above), complete MID Server installation as described in the previous section, above

  2. Enter the ServiceNow Instance URL in the box.

    make sure you do not include a "/" at the end of the URL. For example, type ...com, not ...com/


    1. Enter the ServiceNow User name and Password in the fields. These are the MID user's details used when configuring the MID Server (see above).
      As you enter the above details, the connection to ServiceNow is tested and the results appear on the right, with a red cross if the connection is unsuccessful:

      or a green check mark if the connection is successful and the details entered are correct:
           

    2. Click Test Connection to test edited details in the fields above.
  3. Select Graze API User from the Moogsoft AIOps API User list
    1. Select the Situation Room discussion thread from the Situation Thread list you want communication from ServiceNow to appear in. You can also enter a thread name here to either select an existing thread or create a new thread.
  4. Click the Show ServiceNow Incident in the Situation Room tick box if you want to include a ServiceNow tab in the Situation Room. When you tick the checkbox you see a message telling you to configure your ServiceNow instance with a link to the instructions.
  5. Click Add ServiceNow Integration, when you have finished (bottom right).
    (If you don't want to proceed with ServiceNow integration, click Cancel to return to System Administration). You see the following:


    From the More Actions list:
    1. Click Test to check the following:

      Either click one of the Test buttons on the right to carry out individual checks or click Run all tests (at the top) to check all.
      Results appear on the right, with a red cross if the test was unsuccessful, or a green check mark of the test was successful.
      When you have finished, click Close.
    2. Click Edit Settings to return to the previous screen and edit ServiceNow integration settings as described in previous steps.
    3. Click Remove to remove the integration to ServiceNow. Confirm when prompted.
  6. Click Enable to complete the ServiceNow integration. You see the following:

    ServiceNow integration is active.