This article was written for version 7.2.9 of OP5 Monitor and Servicenow Helsinki, it could work on both lower and higher version if nothing else is stated. The ServiceNow integration, the integration pack and it's dependencies are third-party add ons and is not officially supported by op5 AB. If you need a supported integration between OP5 Monitor and ServiceNow please contact us!
This integration will enhance ServiceNow incidents with valuable and business critical information. op5 will automatically create and populate ServiceNow incidents with information that will help you to determinate the root cause of the alert.
It is advised that this integration is used in combination with op5's Business service management functionality where focus is on the health and performance of critical business processes such as sales, order processing, production and payroll and how they are connected to underlying IT infrastructure. Instead of just focusing on the status of your server monitoring, printer monitoring, network monitoring, or other technical components.
Overview of incident created by OP5 Monitor:
Detailed host information for host alerts in the incident:
Detailed service information for service alerts in the incident:
In OP5 Monitor
In order to tie ServiceNow with OP5 Monitor we will need to configure the following:
- Upload the ServiceNow integration pack to your OP5 server
- Install python module dependencies
- Configure the integration pack with your settings
- Create a check command (notify-servicenow)
- Create a ServiceNow contact
Upload the ServiceNow integration pack to your OP5 server
Upload the ServiceNow Integration Pack that is attached in this article to your OP5 server(s) into the directory: /opt/plugins/custom/integrations/servicenow/ - create the directory if needed.
Install python module dependencies
Login as root to your OP5 server and run the following commands in the terminal in order to install the required dependencies:
Configure the integration pack with your settings
The integration pack comes with a file named config.py, after uploading this file is located in /opt/plugins/custom/integrations/servicenow/config.py.
Open up the configuration file and set your ServiceNow credentials and other settings that may be of interest, here's an example of the configuration file:
Create a check command (notify-servicenow)
The ServiceNow integration is dependant on one check command, that is later tied to your ServiceNow contact we will be creating in the last step.
- From the Manage menu select Configuration and click on Commands
- Create one check command named notify-servicenow with the settings as described below
Create a ServiceNow contact
- From the Manage menu select Configuration and click on Contacts
- Create a new contact, give it a name like for example: ServiceNow
- Set host_notification_cmds and service_notification_cmds as described below