ServiceNow

How it works

ServiceNow open-tickets provider uses the ServiceNow REST API to get configuration data and open incidents about your monitoring alerts. Since it gathers a lot of configurations objects from ServiceNow, it puts them in cache. Loging out or waiting 10 hours will flush the cache.

Compatibility

This integration is (at least) compatible with the following ServiceNow versions and latest version of ServiceNow:

• Madrid
• London
• New York

Feature information

Open ticket	Close ticket (from Centreon to ServiceNow)	Handle custom fields
✓	✘	✘

Requirements

You need to configure Open Tickets in order for resources (hosts and services) to receive a ticket number.

Our provider requires the following parameters:

Parameter	Example of value
Instance Name	MyCompany
OAuth Client ID	xxxxxxxxx
OAuth Client Secret	yyyyyyyy
Username	centreon
Password	MyPassword
Protocol	https
Timeout	60

Network flow

Source	Destination	Protocol/Port
Centreon central server	ServiceNow instance	TCP/443 (https) or TCP/80 (http)

Account

You need the following information:

• Client ID
• Client secret
• Username
• Password
• Instance name

The aforementioned account must at least be able to open a ticket through the ServiceNow Table REST API. This is a POST action into the incident table.

The connector will also try to access the following tables from the API depending on the configuration of your open ticket rule:

• sys_user table
• sys_user_group table
• sys_choice

Some test commands that you can run from your Centreon central server are available in the Test commands section.

Retrieved data

This open ticket connector can retrieve the following information from your ServiceNow instance:

• Categories
• Subcategories
• Impact
• Urgency
• Severity
• Assignment Group
• Assignment

If you need more information regarding retrieved data from an open ticket connector, please read the retrieved data chapter from the Open Ticket global documentation.

Test commands

The curl commands listed below must be run from your central server. You need to replace everything between <>. For example <server_address> may be replaced with service-now.com.

Get oauth tokens

curl --location 'https://<instance_name>.<server_address>/oauth_token.do' \
--header 'Content-Type: application/x-www-form-urlencoded' \
--data-urlencode 'grant_type=password' \
--data-urlencode 'client_id=<client_id>' \
--data-urlencode 'client_secret=<client_secret>' \
--data-urlencode 'username=<username>' \
--data-urlencode 'password=<password>'

Get ServiceNow severities

curl --location 'https://<instance_name>.<server_address>/api/now/table/sys_choice?sysparm_fields=value%2Clabel%2Cinactive&sysparm_query=nameSTARTSWITHincident%5EelementSTARTSWITHseverity' \
--header 'Authorization: Bearer <authentication_token>' \
--header 'Content-Type: application/json'

Get ServiceNow urgencies

curl --location 'https://<instance_name>.<server_address>/api/now/table/sys_choice?sysparm_fields=value,label,inactive&sysparm_query=nameSTARTSWITHincident%5EelementSTARTSWITHurgency' \
--header 'Authorization: Bearer <authentication_token>' \
--header 'Content-Type: application/json'

Get ServiceNow impact

curl --location 'https://<instance_name>.<server_address>/api/now/table/sys_choice?sysparm_fields=value,label,inactive&sysparm_query=nameSTARTSWITHtask%5EelementSTARTSWITHimpact' \
--header 'Authorization: Bearer <authentication_token>' \
--header 'Content-Type: application/json'

Get ServiceNow categories

curl --location 'https://<instance_name>.<server_address>/api/now/table/sys_choice?sysparm_fields=value,label,inactive&sysparm_query=nameSTARTSWITHincident%5EelementSTARTSWITHcategory' \
--header 'Authorization: Bearer <authentication_token>' \
--header 'Content-Type: application/json'

Get Service Now subcategories

curl --location 'https://<instance_name>.<server_address>/api/now/table/sys_choice?sysparm_fields=value,label,inactive&sysparm_query=nameSTARTSWITHincident%5EelementSTARTSWITHsubcategory' \
--header 'Authorization: Bearer <authentication_token>' \
--header 'Content-Type: application/json'

Get ServiceNow users

curl --location 'https://<instance_name>.<server_address>/api/now/table/sys_user?sysparm_fields=sys_id,active,name' \
--header 'Authorization: Bearer <authentication_token>' \
--header 'Content-Type: application/json'

Get ServiceNow user groups

curl --location 'https://<instance_name>.<server_address>/api/now/table/sys_user_group?sysparm_fields=sys_id,active,name' \
--header 'Authorization: Bearer <authentication_token>' \
--header 'Content-Type: application/json'

Open a ticket

Keep in mind that the data in the command down below is just an example and your ServiceNow instance may ask you to add mandatory data

curl --location 'https://<instance_name>.<server_address>/api/now/table/incident' \
--header 'Content-Type: application/json' \
--header 'Accept: application/json' \
--header 'Authorization: Basic <authentication_token>' \
--data '{
    "short_description": "This a test ticket",
    "description": "Believe it or not, but it is just a test."
}'