Configure the ServiceNow Enrichment Integration

To set up access to your ServiceNow instance, configure the ServiceNow Enrichment Integration in Moogsoft AIOps. The integration includes the connection information, table definitions, and the alert field to use in queries. This topic covers the second step in the ServiceNow enrichment example Enrich Alerts with ServiceNow Data.

The following diagram illustrates the process to enrich alert data from an external database:

configure_SNOW_enrichment_integration.png

The ServiceNow Enrichment Integration lets you specify connection information and to configure data access as follows:

  • Connection Information: the ServiceNow URL and credentials you collected in Analyze Your ServiceNow Data.

  • Proxy Information: the proxy information, if any, you collected from Analyze Your ServiceNow Data.

  • Database Cache Settings: the length of time to cache query results in memory for subsequent alerts that match the query criteria in the Workflow Engine.

  • ServiceNow Table Definition: information about how to query ServiceNow tables, which fields to return, and where to store the results in the custom_info.enrichment object of the alert. You can use the table definition to customize the format of the query results. See ServiceNow Enrichment Reference for more detail.

After you configure the ServiceNow Enrichment integration, you are ready to Create a Workflow to Forward to JDBC Enrichment.

Step 2 example: Configure the ServiceNow Enrichment integration

Using the information you gathered from Analyze Your ServiceNow Data., you can configure the ServiceNow Enrichment Integration. In this example, you create a database definition called "CMDB".

Configure the ServiceNow connection

Configure the integration with the connection information you gathered from .Analyze Your ServiceNow Data as follows:

  • Integration Name: ServiceNow Enrichment

  • URL: https://service-now.example.com

  • CMDB User: enricher

  • Password: password123

For the example scenario, do not change the Additional Properties or Cache Results.

Enable and configure the Proxy Information based upon your environment.

Review the table definitions

The ServiceNow Enrichment integration includes a default configuration that defines access to many common ServiceNow fields to use for enrichment.

  1. Verify the "cmdb_ci" table definition called "ci":

    • Name: ci

    • Table: cmdb_ci

    • Custom Info Path To Store Results: Defaults to "Details", for the example, change this to ServiceNow_info

      This stores the JDBC enrichment data to custom_info.enrichment.ServiceNow_info.

    • Query: install_status=1^name=$source

      The query uses ServiceNow query language. This query searches for active assets with name matching the alert source field.

  2. Verify the field definitions. The default configuration includes the fields that contain the location and support_group information you need to meet your operators' requirements.

You don't need to summarize any fields as a list in this configuration because you expect a single result. When you complete the configuration, click Confirm to save your table definition.

Learn more

To continue with the ServiceNow Enrichment example, go to step 3:

For more information on the JDBC Enrichment integration, see JDBC Enrichment and JDBC Enrichment Reference.