ServiceNow Management Integration Configuration

To configure the ServiceNow Management integration, you need to define the following settings:

Basic Settings

Setting

Description

Default Values and/or Examples

SERVICENOW INSTANCE URL

URL for the ServiceNow instance

No default

MOOGSOFT ENTERPRISE SERVICENOW USER

ServiceNow user with the correct roles and permissions defined for use with the integration

moogint

MOOGSOFT ENTERPRISE SERVICENOW USER PASSWORD

Password for the ServiceNow User (above)

NA

ENABLE PROXY

Indicates that a proxy will be used in requests when selected

No (not checked)

PROXY HOST

Defines the proxy host to use for requests when ENABLE PROXY is selected

No default

PROXY PORT

(optional; visible when ENABLE PROXY is selected)

Defines the proxy port to use for requests when ENABLE PROXY is selected

8080

PROXY USER

(optional; visible when ENABLE PROXY is selected)

Defines the proxy user used in requests when ENABLE PROXY is selected

dummy

PROXY PASSWORD

(optional; visible when ENABLE PROXY is selected)

Defines the proxy user password to use for the proxy user when ENABLE PROXY is selected

No default

USE OAUTH 2.0

Indicates that OAUTH2 2.0 was configured in ServiceNow for the integration.

Select this checkbox if applicable to your setup.

No (unselected)

CLIENT ID

(visible when USE OAUTH 2.0 is selected)

Defines the Client ID for OAUTH 2.0

Request to resolve related incident using payload set in setServiceNowPayload function

CLIENT SECRET

(visible when USE OAUTH 2.0 is selected)

Defines the Client secret for OAUTH 2.0

Request to assign related incident when alert is owned. Payload is a built-in assign action.

ServiceNow Moogsoft Enterprise Properties Configuration

These settings are used to set the ServiceNow Moogsoft Properties in ServiceNow when configuring the implementation and when using the Client Tool.

Setting

Description

Default Values and/or Examples

MOOGSOFT ENTERPRISE MID SERVER

ServiceNow MID Server identifier

No default

MOOGSOFT ENTERPRISE INSTANCE NAME

Moogsoft server name used by the ServiceNow MID Server for processing incoming requests. This name must the resolvable.

No default

MOOGSOFT ENTERPRISE GRAZE API USER NAME

Moogsoft user with Graze API access

No default

MOOGSOFT ENTERPRISE GRAZE USER PASSWORD

Password for the Graze API user

No default

SERVICENOW OAUTH2 SECURITY PROFILE NAME

ServiceNow OAUTH2 profile to use for Moogsoft Graze requests

No default

MOOGSOFT ENTERPRISE THREAD NAME

Used for Situation collaboration posts initiated from ServiceNow

Support

MOOGSOFT GRAZE API RETRY LIMIT

Maximum number of retries for Graze API requests from ServiceNow

3

MOOGSOFT GRAZE API TIMEOUT (IN SECONDS)

Timeout for Graze API requests from ServiceNow

20

CLOSE SITUATION ON INCIDENT CLOSE

(Boolean)

Determines if a Situation closes when a related ServiceNow incident closes

False

SET SITUATION RESOLVING STEP ON INCIDENT RESOLUTION

(Boolean)

Determines if a the Situation collaboration post created from the Incident resolution notes will be marked as a resolving step when a related ServiceNow incident is resolved

False

ENABLE CHANGE INTEGRATION FOR MAINTENANCE WINDOW MANAGER

Determines if ServiceNow changes when being implemented will be used to create Moogsoft Maintenance Windows when raised against a CI

False

SET MAXIMUM CHANGE WINDOW IN SECONDS

Lookup maximum change window to use when a change does not have set start/end period

14400

Mapping

Setting

Description

Default Values and/or Examples

IMPACT MAP rules

Defines the mapping between Moogsoft Severity and ServiceNow incident impact

Default mappings supplied

0 ==> 3

1 ==> 3

2 ==> 2

3 ==> 2

4 ==> 1

5 ==> 1

URGENCY MAP rules

Defines the mapping between Moogsoft Severity and ServiceNow incident urgency

Default mappings supplied

0 ==> 3

1 ==> 3

2 ==> 2

3 ==> 2

4 ==> 1

5 ==> 1

SERVICENOW STATE MAP rules

Defines the mapping between Moogsoft state/status and ServiceNow incident status

Default mappings supplied

New ==> 1

In Progress ==> 2

Resolved ==> 6

Closed ==> 7

Advanced Settings

Setting

Description

Default Values and/or Examples

MOOGSOFT IMPORT TABLE ENDPOINT

Defines the ServiceNow import table to use for requests

IMPORTANT: Do not change this setting unless told to do so by Moogsoft support.

/api/now/v1/import/x_moogs_incident_m_moog_inbound_incident

MOOGSOFT PROPERTIES CONFIGURATION ENDPOINT

Defines the ServiceNow configuration API to use to update the Moogsoft Properties

IMPORTANT: Do not change this setting unless told to do so by Moogsoft support.

/api/x_moogs_incident_m/v1/configure

ADD MOOGSOFT USER NAME TO WORK NOTES ON SITUATION POST?

(Yes/No)

Determines if the user name is prepended to ServiceNow work notes after the prepend text (see below)

Yes

ADD MOOGSOFT USER EMAIL TO WORK NOTES ON SITUATION POST?

(Yes/No)

(visible when USER NAME option above is set to Yes)

Determines if the user email address is prepended to ServiceNow work notes.

When set to Yes, the email address is added in parentheses () after the user name.

No

TEXT TO ADD AT BEGINNING OF WORK NOTE IN ADDITION TO USERNAME

Defines the prepend text to add to a Situation Collaboration post when work note send to related ServiceNow Incident runs

Moogsoft Enterprise note posted by

AUTO MAP MOOGSOFT ENTERPRISE USER TO SERVICENOW USER USING ::

(Email/Username)

Determines how users are automatically mapped between Moogsoft and ServiceNow

Defaults to EMAIL

ASSIGN TO CONFIGURED SERVICENOW INTEGRATION USER ON LOOKUP FAILURE?

(Yes/No)

Determines if ServiceNow incidents are assigned to the integration user (moogint) when lookups fail

No

RESOLVE BY CONFIGURED SERVICENOW INTEGRATION USER ON LOOKUP FAILURE?

(Yes/No)

Determines if the ServiceNow incident resolved_by field is set to the integration user (moogint) when lookups fail

Yes

INCIDENT ASSIGNED_TO FIELD

Sets the ServiceNow incident assigned_to field name to use in assignment requests.

You only need to change this setting if you are using a custom field in ServiceNow.

assigned_to

INCIDENT RESOLVED_BY FIELD

Sets the ServiceNow incident resolved_by field name to use in resolve requests.

You only need to change this setting if you are using a custom field in ServiceNow.

resolved_by

USER LOOKUP FIELDS

Sets the fields where user lookups (auto mapping) are performed.

Add any additional custom fields where this is required.

"resolved_by","assigned_to"

WAIT FOR REQUEST RESPONSE ON CREATE

(Yes/No)

Determines if the HTTPS create request should wait for a response (as for synchronous requests)

Yes

WAIT FOR REQUEST RESPONSE ON UPDATE

(Yes/No)

Determines if the HTTPS update request should wait for a response (as for synchronous requests)

No

REQUEST TIMEOUT IN SECONDS

Timeout for requests to ServiceNow

30

REQUEST CONTENT TYPE:

Request content type.

IMPORTANT: Do not change this setting unless told to do so by Moogsoft support.

application/json