ServiceNow Incident
Before starting
- You can send events from a central server, a remote server or a poller.
- By default, this stream connector sends host_status and service_status events. The event format is shown there.
- Aformentioned events are fired each time a host or a service is checked. Various parameters let you filter out events.
Installation
Dependencies
- CentOS 7/Redhat 7
- CentOS 8
- RedHat 8
Install Epel repository.
yum -y install epel-release
Install dependencies.
yum install luarocks make gcc lua-curl lua-devel
Install dnf plugins package.
dnf -y install dnf-plugins-core
Install Powertools repository.
dnf config-manager --set-enabled powertools
Install Epel repository.
dnf -y install epel-release
Install dependencies.
dnf install make gcc libcurl-devel lua-devel luarocks
Install dnf plugins package.
dnf -y install dnf-plugins-core
Install Epel repository.
dnf -y install https://dl.fedoraproject.org/pub/epel/epel-release-latest-8.noarch.rpm
Enable Codeready repository.
subscription-manager repos --enable codeready-builder-for-rhel-8-x86_64-rpms
Install dependencies.
dnf install make gcc libcurl-devel lua-devel luarocks
Lua modules
- CentOS/Redhat 7
- CentOS/Redhat 8
Install Centreon lua modules.
luarocks install centreon-stream-connectors-lib
Install lua-curl.
luarocks install Lua-cURL
Install Centreon lua modules.
luarocks install centreon-stream-connectors-lib
Download Service Now events stream connector
wget -O /usr/share/centreon-broker/lua/servicenow-incident-events-apiv2.lua https://raw.githubusercontent.com/centreon/centreon-stream-connector-scripts/master/centreon-certified/servicenow/servicenow-incident-events-apiv2.lua
chmod 644 /usr/share/centreon-broker/lua/servicenow-incident-events-apiv2.lua
Configuration
To configure your stream connector, you must head over the configuration --> Poller --> Broker configuration menu. Select the central-broker-master configuration (or the appropriate broker configuration if it is a poller or a remote server that will send events) and click the Output tab when the broker form is displayed.
Add a new generic - stream connector output and set the following fields as follow:
| Field | Value |
|---|---|
| Name | Servicenow events |
| Path | /usr/share/centreon-broker/lua/servicenow-incident-events-apiv2.lua |
| Filter category | Neb |
Add Service Now mandatory parameters
Each stream connector has a set of mandatory parameters. To add them you must click on the +Add a new entry button located below the filter category input.
| Type | Name | Value explanation | Value exemple |
|---|---|---|---|
| string | instance | the name of the service now instance | MyCompany |
| string | client_id | The Oauth client_id | |
| string | client_secret | The Oauth client_secret | |
| string | username | The Oauth user | |
| string | password | The Oauth pasword |
Add Service Now optional parameters
Some stream connectors have a set of optional parameters dedicated to the Software that they are associated with. To add them you must click on the +Add a new entry button located below the filter category input.
| Type | Name | Value explanation | default value |
|---|---|---|---|
| string | http_server_url | service-now.com | the address of the service-now server |
| string | incident_table | incident | the name of the incident table |
| string | source | centreon | the source name of the incident |
| string | logfile | the file in which logs are written | /var/log/centreon-broker/servicenow-incident-stream-connector.log |
| number | log_level | logging level from 1 (errors) to 3 (debug) | 1 |
Standard parameters
All stream connectors can use a set of optional parameters that are made available through Centreon stream connectors lua modules.
All those parameters are documented here.
Some of them are overridden by this stream connector.
| Type | Name | Default value for the stream connector |
|---|---|---|
| string | accepted_categories | neb |
| string | accepted_elements | host_status,service_status |
| string | host_status | 1,2 |
| string | service_status | 1,2,3 |
Event bulking
This stream connector is compatible with event bulking. Meaning that it is able to send more that one event in each call to the Service Now REST API.
To use this feature you must add the following parameter in your stream connector configuration.
| Type | Name | Value |
|---|---|---|
| number | max_buffer_size | more than one |
Event format
This stream connector is not compatible with event bulking. Meaning that the option max_buffer_size can't be higher than 1
service_status event
{
"source": "centreon",
"short_description": "CRITICAL my_host my_service is not doing well",
"cmdb_ci": "my_host",
"comments": "HOST: my_host\n SERVICE: my_service\n OUTPUT: is not doing well"
}
host_status event
{
"source": "centreon",
"short_description": "CRITICAL my_host is not doing well",
"cmdb_ci": "my_host",
"comments": "HOST: my_host\n OUTPUT: is not doing well"
}
Custom event format
This stream connector allows you to change the format of the event to suit your needs. Only the records part of the json is customisable. It also allows you to handle events type that are not handled by default such as ba_status events.
In order to use this feature you need to configure a json event format file and add a new stream connector parameter.
| Type | Name | Value |
|---|---|---|
| string | format_file | /etc/centreon-broker/servicenow-incident-events-format.json |
The event format configuration file must be readable by the centreon-broker user
To learn more about custom event format and templating file, head over the following documentation.
Curl commands
Here is the list of all the curl commands that are used by the stream connector.
You must replace all the <xxxx> inside the below commands with their appropriate value. <instance> may become MyCompany.
Get OAuth tokens
curl -X POST -H "Content-Type: application/x-www-form-urlencoded" 'https://<instance_name>.service-now.com/oauth_token.do' -d 'grant_type=password&client_id=<client_id>&client_secret=<client_secret>&username=<username>&password=<password>'
Refresh OAuth tokens
curl -X POST -H "Content-Type: application/x-www-form-urlencoded" 'https://<instance_name>.service-now.com/oauth_token.do' -d 'grant_type=refresh_token&client_id=<client_id>&client_secret=<client_secret>&username=<username>&password=<password>&refresh_token=<refresh_token>'
The <refresh_token> is obtained thanks to this curl.
Send events
curl -X POST -H 'content-type: application/json' -H 'Accept: application/json' -H 'Authorization: Bearer <access_token>' 'https://<instance_name>.service-now.com/api/now/table/incident' -d '{"source":"centreon","short_description":"CRITICAL my_host my_service is not doing well","cmdb_ci":"my_host","comments":"HOST: my_host\n SERVICE: my_service\n OUTPUT: is not doing well"}'
The <access_token> is obtained thanks to this curl.