How to configure ServiceNow Integration (4216540)

Configuring Folight ServiceNow Integration

Steps to configure Foglight ServiceNow Integration:

1. Navigate to Dashboard Administration > Integration > ServiceNow IntegrationClick  and select the "Get Started"; a wizard popup will show up.

2. In wizard page, type the ServiceNow instance URL and credential information for connecting to ServiceNow instance.

   The ServiceNow instance account and role required are "incident_manager" and "personalize_choices" role to apply the ServiceNow Integration feature.

3. Click the "Next" and Foglight will verify the credential, if credential is OK,  you will see the "Summary" page and success hint.
4. Click the "Finish" and you will see ServiceNow Configuration Settings Page which include "General Settings" tab and "Service Synchronization" tab.
5. In General Setting, you need pay attention to on-off Radio Button List ("Enable" or "Disable") and make sure it is set on the correct option, This on-off determine whole the synchronization feature work or stop.
6. Click the "Service Synchronization" tab, and jump into that tab. You will see a Service Synchronization configuration tree table which list all the Foglight Service.
   
7. Please note that not all Foglight alarms will synchronize to ServiceNow as incident.  Only the alarms related to user specify Foglight service will synchronize to ServiceNow as incident,  The user needs to specify which Foglight service need to be synchronized. Find the Foglight Service on this tree table which you want to synchronize and configure it at that Foglight service located row.

8. Click the "+" of "Category" and choose a value.  This value will be synchronized as ServiceNow incident "Category" value.

   ServiceNow user may add/edit incident category on ServiceNow side. If you need load latest category information. you need click the "Refresh" button on "Category Selection" popup (This feature need your account have "personalize_choices" role)

9. Click the "+" of "Assigned Person", then a popup will display, type the keyword of the person name, then click the "Search" button.  Wait for a while, a ServiceNow user query result list will show to you. Choose the ServiceNow User and click "Save" Button. This Selected User value will be synchronized as ServiceNow incident "Assigned to" value.
   

10. Click the "+" of "Assigned Group", then a popup will display, type the keyword of group name then click the "Search" button.  Wait for a while, a ServiceNow group query result list will show to you. Choose the ServiceNow group and click "Save" Button. This Selected group value will be synchronized as ServiceNow incident "Assignment group" value.

    You can only make one choose between "Assigned Person" and "Assigned Group".  For example, If "Assigned Person" already set in "Service Synchronization" and you try to set "Assigned Group" value, you will find that previous "Assigned Person" setting will be clear.

11. Click the "" button to "Enable/Disable Synchronization" and make it to be "". it means that Foglight Service Synchronized Configuration is enable.
12. You need to click the "Save" button which is located at  the left-top corner of Service Synchronization configuration tree table and make all configuration apply.
13. Congratulations, you already finish all the necessary configuration. From now on, if that service have alarm raised, a corresponding incident will be created on ServiceNow instance.

View the Alarms Synchronized to ServiceNow

Click red&orange&yellow number of column "Alarms Synchronized to ServiceNow" on Service Synchronization configuration tree table, a popup will show alarms & incidents detail.

 

Changing ServiceNow Account Credential & Changing another ServiceNow Instance

"General Settings" tab provides functions like "Changing ServiceNow Account Credential" and "Changing another ServiceNow Instance".

Edit Credential

Type the new username and password and click the "Save" Button.

Changing another ServiceNow Instance

After click the "OK" and all the current configuration will clean up, then you will be guided to welcome page and start wizard to connected to new instance.

The following video details provides a Quick ServiceNow and Foglight Integration walkthrough.



Note: for more information please check under Foglight - Technical Documentation and open Foglight for Integrations  User Guide. Look for topic: Configuring ServiceNow Integration