Aller au contenu principal
Version: 21.04

ServiceNow Incident

Hello community! We're looking for a contributor to help us to translate the content in french. If it's you, let us know and ping us on slack.

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

Install Epel repository.

yum -y install epel-release

Install dependencies.

yum install luarocks make gcc lua-curl lua-devel

Lua modules

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:

FieldValue
NameServicenow events
Path/usr/share/centreon-broker/lua/servicenow-incident-events-apiv2.lua
Filter categoryNeb

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.

TypeNameValue explanationValue exemple
stringinstancethe name of the service now instanceMyCompany
stringclient_idThe Oauth client_id
stringclient_secretThe Oauth client_secret
stringusernameThe Oauth user
stringpasswordThe 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.

TypeNameValue explanationdefault value
stringhttp_server_urlservice-now.comthe address of the service-now server
stringincident_tableincidentthe name of the incident table
stringsourcecentreonthe source name of the incident
stringlogfilethe file in which logs are written/var/log/centreon-broker/servicenow-incident-stream-connector.log
numberlog_levellogging 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.

TypeNameDefault value for the stream connector
stringaccepted_categoriesneb
stringaccepted_elementshost_status,service_status
stringhost_status1,2
stringservice_status1,2,3

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.

TypeNameValue
numbermax_buffer_sizemore 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.

TypeNameValue
stringformat_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.