ServiceNow: Event

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Version Information

Template Name

Extension Name

Extension Version

Template Name

Extension Name

Extension Version

ServiceNow Event

ue-servicenow-event

1.1.0

Refer to Changelog for version history information.

Overview

ServiceNow is a cloud-based platform that provides a suite of IT service management (ITSM) and business process automation (BPA) tools. It is designed to help organizations streamline and automate various processes, improving efficiency and collaboration across different departments. ServiceNow Events refer to the event management functionality within the broader ServiceNow platform. This feature is designed to help organizations detect, analyze, and respond to various events in real-time.

This integration provides the capability to generate (register) an Event in ServiceNow Platform.

Key Features

Feature

Description

Feature

Description

Event Registration

Capability to register an event on ServiceNow Platform with various authentication methods

Software Requirements

This integration requires a Universal Agent and a Python runtime to execute the Universal Task.

Area

Details

Area

Details

Python Version

Requires Python 3.7 or python 3.11

Universal Agent

Both Windows and Linux agents are supported:

  • Universal Agent for Windows x64 >= 7.3.0.0.

  • Universal Agent for Linux Version >= 7.3.0.0.

Universal Controller

Universal Controller Version >= 7.3.0.0.

Network and Connectivity

Connection towards ServiceNow Endpoints is required

ServiceNow Platform

Tested against Vancouver release. Should be compatible also with future releases if API backward compatibility is preserved

Supported Actions

Action: Create Event

Through this action is it possible to Create (Register) an Event on ServiceNow Platform passing mandatory and optional fields.

Configuration examples

Create an event with common fields

 

event_example1.png

Send an Event with some Common Fields using Basic Authentication. “Time of Event” is empty, therefore the local time of Agent will be used as event timestamp. Detailed event information is printed on Extension Output.

 

event_example2.png

Send an Event with some Common Fields using OAuth2 Authentication.

 

Send an Event with some Common Fields using Basic Authentication. “Time of Event” is empty, therefore the local time of Agent will be used as event timestamp. Detailed event information is printed on Extension Output.

 

Send an Event with some Common Fields using OAuth2 Authentication.

Create an event with common and additional fields

If a ServiceNow Field is defined in Additional Fields (JSON), and at the same time it is defined with a value on another existing field, the value defined on the specific designated field has precedence and the one defined on Additional Fields (JSON) will be ignored.

 

Send an Event with some Common and Additional Fields using Basic Authentication. “Time of Event” is empty, therefore the local time of Agent will be used as event timestamp.

 

Send an Event with some Common and Additional Fields using OAuth2 Authentication.

 

Send an Event with some Common and Additional Fields using Basic Authentication. “Time of Event” is empty, therefore the local time of Agent will be used as event timestamp.

 

Send an Event with some Common and Additional Fields using OAuth2 Authentication.

Action Output

Output Type

Description

Example

Output Type

Description

Example

EXTENSION

The extension output provides the following information:

  • “exit_code“, “status“ , “status_description“: General info regarding the task execution. For more information users can refer to the exit code table.

  • “invocation” > “fields”: The task configuration used for this task execution.

  • “result” > “event_info“: Detailed information on registered event is printed as returned by ServiceNow EndPoints. Visbility of information might differ based on ServiceNow Platform configuration and version.

  • “result” > “errors“: List of errors that might have occurred during execution.

{ "exit_code": 0, "status": "SUCCESS", "status_description": "Task executed successfully.", "invocation": { "extension": "ue-servicenow-event", "version": "1.0.0", "fields": {...} }, "result": { "event_info": { "resolution_state": "Closing", "processing_sn_node": "", "description": "my_description", "source": "my_source2", "sys_updated_on": "2023-09-25 23:06:38", "type": "my_event_type", "ci_identifier": "", "sys_id": "192e633097e1711048dbf5b0f053afa8", "sys_updated_by": "admin", "ci_type": "", "metric_name": "my_metric_name", "alert": "", "processing_notes": "", "sys_created_on": "2023-09-25 23:06:38", "sys_domain": { "link": "https://dev106436.service-now.com/api/now/table/sys_user_group/global", "value": "global" }, "state": "Ready", "message_key": "this is a message key", "sys_created_by": "admin", "time_of_event": "2023-09-26 22:47:23", "severity": "2", "error_msg": "", "cmdb_ci": "", "resource": "my_resource", "sys_mod_count": "0", "event_rule": "", "classification": "0", "sys_tags": "", "bucket": "87", "node": "my_node", "processed": "", "additional_info": "{param1=value1, param2=value2}", "processing_duration": "", "event_class": "my_event_class" } } }
{ "exit_code": 1, "status": "FAIL", "status_description": "<mesage description>", "invocation": { "extension": "ue-servicenow-event", "version": "1.0.0", "fields": { ... }, }, "result": { "errors": [ "Data Validation Error: Invalid date 2024-10-10 10, must be in YYYY-MM-DD [HH:MM:SS] format" ], } }

 

STDOUT

Empty

Empty

STDERR

General logging information about the state and execution of the extension

 

 

Input Fields

Field

Type

Description

Introduced in Version

Field

Type

Description

Introduced in Version

Action

Choice

The action performed upon the task execution.

1.0.0

Instance URL

Text

ServiceNow URL e.g. https://dev532313.service-now.com

1.0.0

Authentication Type

Choice

The Authentication Type used:

  • Basic Authentication – (Default)

  • Oauth2 (ServiceNow API endpoint)

  • Certificate Based Authentication

“Certificate Based Authentication” is not for public use. Please contact support if you are interested in using this option

1.0.0

ServiceNow Credentials

Credentials

Credentials for "Basic" Authentication Type. The Credentials definition should be as follows.

  • User as "Runtime User".

  • User Password as "Runtime Password".

Required then Authentication Type is “Basic” or “Oauth2 (ServiceNow API endpoint)”

1.0.0

Client Credentials

Credentials

Client Credentials. The Credentials Definition should be as follows:

  • Client ID as "Runtime User".

  • Client Secret as "Runtime Password"

Required then Authentication Type is “Oauth2 (ServiceNow API endpoint)”

1.0.0

Client Certificate Path

Text

Full Path of the public key certificate for SSL client-side authentication. The file must be in PEM format. Required when Authentication Type is set to “Certificate Based Authentication”

1.0.0

Client Private Key Path

Text

Full Path of the private key file for SSL client-side authentication. The file must be in PEM format and not encrypted. Required when Authentication Type is set to “Certificate Based Authentication”

1.0.0

Source

Text

The name of the event source type. For example, “SCOM” or “SolarWinds”.

1.0.0

Event Class

Text

Specific instance of the source. For example, “SCOM 2012 on 10.20.30.40”

1.0.0

Node

Text

The Node field should contain an identifier for the Host (Server/Switch/Router/etc.) that the event was triggered for. The value of the Node field can be one of the following identifiers of the Host:

  • Name

  • FQDN

  • IP

  • Mac Address

If it exists in the CMDB, this value is also used to bind the event to the corresponding ServiceNow CI.

1.0.0

Resource

Text

If the event refers to a device, such as, Disk, CPU, or Network Adapter, or to an application or service running on a Host, the name of the device or application must be populated in this field. For example “Disk C:\” or “Nic 001”.i

1.0.0

Metric Name

Text

Name of the metric that triggered the alert. For example, “Used Memory” or “Total CPU utilization”.

1.0.0

Type

Text

The type of event. This type might be similar to the Metric Name field, but is used for general grouping of event types.

1.0.0

Message Key

Text

This field is used for de-duplication of events. For example, there might be two events for the same CI, where one event has CPU of 50% and the next event has CPU of 99%. Where both events must be mapped to the same ServiceNow alert, they should have the same message key. The field can be left empty.