OP5 Monitor - How to one-way integrate OP5 with ServiceNow

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. 

OP5 Monitor Instructions 

In order to tie ServiceNow with OP5 Monitor configure the following:

1. Upload the ServiceNow integration pack to your OP5 server
2. Install python module dependencies 
3. Configure the integration pack with your settings
4. Create a check command (notify-servicenow)
5. 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:

# yum install python-pip
# pip install requests
# pip install pysnow

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:

servicenow_settings = dict(
instance = 'devxxx', # the instance name without .service-now.com. This becomes devxxx.service-now.com
username = 'admin',
password = 'somepassword'
)

servicenow_fields = dict(
caller = 'Fred Luddy', # the caller who should be assigned, can be removed/left empty
category = 'Software', # the category the incidents should be placed in
location = 'op5 Monitor', # the location, can be removed/left empty
severity = '2', # the severity of all incidents sent from op5
priority = '1',# the priority of all incidents sent from op5
urgency = '2', # the urgency of all incidents sent from op5
impact = '1', # the impact of all incidents sent from op5
assigned_to = 'Fred Luddy' # the assignee for all incidents, can be removed/left empty
)

Create a check command (notify-servicenow)

The ServiceNow integration depends on one check command, that is later tied to your ServiceNow contact we will create in the last step.

1. From the Manage menu select Configuration and click on Commands
2. Create one check command named notify-servicenow with the settings as described below

notify-servicenowcommand_name: notify-servicenowcommand_line: /opt/plugins/custom/integrations/servicenow/servicenow.py NODE=`hostname` HOSTNAME='$HOSTNAME$' HOSTALIAS='$HOSTALIAS$' HOSTSTATE='$HOSTSTATE$' HOSTADDRESS='$HOSTADDRESS$' HOSTOUTPUT='$HOSTOUTPUT$' SERVICEDESC='$SERVICEDESC$' SERVICESTATE='$SERVICESTATE$' SERVICEOUTPUT='$SERVICEOUTPUT$' LONGDATETIME='$LONGDATETIME$'

Create a ServiceNow contact

1. From the Manage menu, select Configuration and click on Contacts

2. Create a new contact, give it a name like, for example: ServiceNow

3. Set host_notification_cmds and service_notification_cmds as described below

host_notification_cmds: notify-servicenowservice_notification_cmds: notify-servicenow

That's it!

Finally, in order for OP5 Monitor to forward alerts as incidents in ServiceNow, you must assign the "ServiceNow" contact you created earlier as a contact to a host or specific services.