ServiceNow Management

The ServiceNow Management integration makes it possible to enable bidirectional communication between Moogsoft Enterprise and your ServiceNow incident management system.

Note

ServiceNow Management is the latest version of the Moogsoft ServiceNow integration. While you can continue using the older version (or a combination of the old version and new version), we recommend moving to the ServiceNow Management integration as it contains updates and additional functionality not present in the original ServiceNow integration.

After you complete the integration setup, the two systems keep information synchronized using workflows so that users can view data as follows:

  • You can use the out-of-the-box workflows to create and update ServiceNow incidents for Situations and alerts.

  • When you post a work note on an incident in ServiceNow, the comment appears in the linked Situation. Conversely, when you post on a Situation Room thread, the integration updates the linked ServiceNow incident with the comment.

  • You can right-click a Situation (or alert) and select Open ServiceNow Ticket to create a ServiceNow incident linked to the Moogsoft Enterprise Situation.

  • You can right-click a Situation (or alert) and select Assign ServiceNow Ticket to user and support group to assign the related incident to the current Moogsoft user or specified user, and optionally a specified Support Group.

  • In Situation (or Alert) views, the Incident column contains a direct link to the incident in ServiceNow.

Refer to the ServiceNow documentation for details on ServiceNow components.

Before You Begin

The ServiceNow integration has been validated with ServiceNow Paris, Orlando, and New York.

Before you set up your ServiceNow integration:

  • Note the URL of your ServiceNow incident management instance.

  • Verify that ServiceNow and Moogsoft Enterprise can communicate over port 443.

  • Load the Moogsoft Update Set and create the moogint user as detailed in the Configure the ServiceNow Integration section below

  • (Optional) Install and configure the ServiceNow MID Server as detailed in the Configure a ServiceNow MID Server section, below, if you are using a dedicated MID Server for ServiceNow-to-Moogsoft Enterprise communication. This step is not required if you use an existing MID Server or if one is not required. Set the mid.instance.username and mid.instance.password according to those instructions.

  • During configuration of the ServiceNow Integration, you will need to provide information for the following settings. These settings are used to set the values in the ServiceNow Moogsoft Enterprise Properties upon validation.

Setting

Description

ServiceNow Instance URL

The ServiceNow URL.

Moogsoft Enterprise ServiceNow User

ServiceNow user defined above. Defaults to moogint.

Moogsoft Enterprise ServiceNow User Password

ServiceNow user password.

Moogsoft Enterprise MID Server

ServiceNow MID Server used for return communication. Leave blank if not used.

Moogsoft Enterprise Instance Name

Moogsoft server name, resolvable from ServiceNow MID Server or directly.

Moogsoft Enterprise Graze API User Name

Moogsoft Graze user name for use in return communication from ServiceNow.

Moogsoft Enterprise Graze User Password

Moogsoft Graze user password.

ServiceNow OAUTH2 Security Profile Name

ServiceNow OAUTH2 Profile name defined as needed. Leave blank if not used.

You will also need to decide on processing options which relate to how ServiceNow sends incident updates back to Moogsoft Enterprise and if Maintenance Windows will be automatically created (and deleted on ServiceNow Change completion) for the CI related to ServiceNow Change.

Setting

Description

Moogsoft Enterprise Thread Name

Situation thread used for posts made on incident note added - defaults to Support.

Moogsoft Graze API Retry Limit

ServiceNow Graze API call retry limit. Defaults to 3.

Moogsoft Graze API Timeout (in seconds)

ServiceNow Graze API timeout. Defaults to 20.

Close Moogsoft Enterprise Situation on Incident Close

Check to automatically close a Moogsoft Enterprise Situation on ServiceNow Incident Close.

Set Situation resolving step on incident resolution

Check to set Resolving Step flag on the Situation collaboration post added when a related ServiceNow Incident is resolved.

Enable change integration for Maintenance Window Manager

Check to enable Maintenance Window creation and deletion for changes raised in ServiceNow.

(Optional) After configuring the integration, navigate to the Moogsoft Enterprise Properties in ServiceNow by using the filter navigator. Check that the properties reflect the values you set.

If you do not use moogint as the Moogsoft Enterprise ServiceNow User, you must manually edit the Moogsoft Enterprise Properties value for this field to reflect your chosen user. We do not update this value as it is considered a potential security risk.

Configure the ServiceNow Integration

To configure the ServiceNow integration, you need to provide a unique instance name. You can use the default name or customize the name according to your needs.

Additionally, provide connection data for your ServiceNow system.

If your Moogsoft Enterprise is installed on-premise and does not have a direct connection to ServiceNow, you will need to configure the proxy settings in the integration by selecting the ENABLE PROXY check button.

You can only create one ServiceNow integration.

Configure a ServiceNow MID Server

Note

If you are running a cloud installation of Moogsoft Enterprise you can skip this step.

On-premise installations require a ServiceNow MID server to be set up on your Moogsoft Enterprise machine, or on a Linux machine that is accessible from Moogsoft Enterprise. Installing the MID server achieves a bidirectional integration wherein the MID server receives updates from ServiceNow and forwards them to Moogsoft Enterprise using the Graze API.

Follow these steps to configure a ServiceNow MID server for Moogsoft Enterprise:

  1. Within ServiceNow, locate the URL for the 64-bit MID server package for Linux.

  2. Download the 64-bit MID server Linux package to your Moogsoft Enterprise machine or to a machine accessible from Moogsoft Enterprise.

  3. Create the following directory for the MID server:

    mkdir -p /usr/local/servicenow/moog_mid_server
  4. Unzip the MID server package to the MID server directory. For example:

    sudo unzip <mid server package>.zip -d /usr/local/servicenow/moog_mid_server
  5. Install the latest version of Java 8. See the ServiceNow MID Server system requirements for more information. The MID server requires Java 8 (update 152 or later) and will not work with Java 9+.

  6. Configure the wrapper.java.command property to point to the Java 8 binary in the following file: /usr/local/servicenow/moog_mid_server/agent/conf/wrapper-override.conf. For example:

    wrapper.java.command=/usr/java/jre1.8.0_171-amd64/bin/java
  7. Modify the configuration of the ServiceNow MID server, located at: /usr/local/servicenow/moog_mid_server/agent/config.xml

    Replace or add the following lines:

    <pre>    
    <parameter name="url" value="<moog-inline-element data-ref="url"></moog-inline-element>"/>    
    <parameter name="mid.instance.username" value="<moog-inline-element data-ref="mid-instance-username"></moog-inline-element>"/>    
    <parameter name="mid.instance.password" value="<moog-inline-element data-ref="mid-instance-password"></moog-inline-element>"/>    
    <parameter name="name" value="<moog-inline-element data-ref="mid-instance-name"></moog-inline-element>"/>    
    </pre>
  8. Start the ServiceNow MID server by running the following command:

    /usr/local/servicenow/moog_mid_server/agent/bin/mid.sh start
  9. Optionally, install the MID server as a daemon and add auto-start scripts to the init.d directory. This can be done by running the following command as root:

     /usr/local/servicenow/moog_mid_server/agent/bin/mid.sh install

Configure ServiceNow

Configure the integrations user and XML update set for ServiceNow:

  1. Download the XML update set file.

  2. In the ServiceNow UI, import the update set and open it. Refer to the ServiceNow Update Set documentation for detailed instructions.

  3. Preview the update set. The preview will attempt to load and will fail with an error message similar to "Preview problems for Moogsoft Enterprise. To commit this update set you must address all problems".

    Close the message to view the list of preview problems.

  4. Select all preview problems and then accept the remote update.

  5. Commit the update set. Ignore the dictionary error that appears and proceed with the commit.

  6. To verify that the update is successful, type "moogsoft" into the filter navigator and confirm that the Moogsoft Enterprise Integration update set displays.

  7. Create an integration user in ServiceNow named moogint and assign it the following roles:

    • mid_server: Allows the MID server to access protected tables.

    • x\_moogs\_incident_m.import: Allows Moogsoft Enterprise to synchronize work notes and resolutions.

    • x\_moogs\_incident\_m\_properties_user: Allows the ServiceNow user to edit Moogsoft Enterprise event properties.

    • incident_manager: Allows the auto-assign feature to assign new incidents to the logged in user.