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ServiceNow Bidirectional Integration Guide

BEFORE YOU BEGIN: Action is required for your existing ServiceNow to Splunk On-Call (formerly VictorOps) Integration.

For the time being and as described in this article, when in the ServiceNow platform, our tool is still called VictorOps. When logging into the Splunk On-Call account and navigating on this side of the set-up, we will call it by the re-branded name.
If you are upgrading from an old XML file to the new VictorOps Bidirectional Integration in the ServiceNow App store, you will need to run the following script or reach out to the support team before installation.

https://github.com/victorops/monitoring_tool_releases/blob/master/Deprecate_Initial_VictorOps_Integration.xml

Splunk On-Call ServiceNow Bidirectional Integration

No need to interrupt workflows in order to receive and update tickets. The latest Splunk On-Call to ServiceNow bidirectional integration allows you to spend more time working on incidents and less time moving a ticket through the queue. This way, you can quickly respond to an incident, collaborate in real-time and find resolutions faster.

The Splunk On-Call ServiceNow bidirectional integration maintains incident and ticket history but doesn’t distract you during a firefight. Then, you can leverage this detailed incident history to conduct thorough post-incident reviews and ensure on-call incident management gets better over time. Eliminate context-switching by working in a single application, focusing on the issue at hand and spending less time organizing tickets.

Download the VictorOps application within the ServiceNow app store, and you’ll be up and running within minutes!

Automatically Update ServiceNow Tickets from Splunk On-Call

  • Combine real-time incident response functionality with detailed ticket tracking to create a holistic system for on-call incident management
  • Focus on real-time response and collaboration during a firefight and reduce MTTA/MTTR over time by automatically updating ServiceNow tickets from VictorOps
  • Centralize monitoring data, on-call schedules and alerting to improve visibility into infrastructure health and easily keep cross-functional teams informed during incident response
  • Conduct thorough post-incident reviews with complete records of incident history sent from VictorOps to ServiceNow

ServiceNow Versions Supported:

Madrid, New York, Orlando, Paris, Quebec

  • ServiceNow Account: Requires SNOW Administrative Privileges to create the application registry and an Active, “Web Service Access” only user
  • Splunk On-Call Version Required: Enterprise level of Service
  • Need to Know: Currently manual incident creation in Splunk On-Call will not send to SNOW

 

Enable Splunk On-Call In ServiceNow

Download the VictorOps application within the ServiceNow Store
You will need HI credentials to perform the “GET” from the ServiceNow Store.

https://store.servicenow.com/sn_appstore_store.do#!/store/application/ad2abfc8db3ff7003e4af209af9619df

The following prompt will show up within Settings, click “Get Started”

After this, the following modal will appear with the information that you will need to input within Splunk On-Call. The “Finish” button will only appear active after you have entered your credentials within Splunk On-Call

Enable ServiceNow In VictorOps

As an admin, navigate to Integrations >> ServiceNow.

Click Enable Integration

enable servicenow in victorops

After this, you will have the opportunity to enter the credentials from your ServiceNow instance as above.

 

Click Connect to ServiceNowAfter the connection has been made, return to ServiceNow and click “Finish” to finalize authentication.

Incident State Mapping

ServiceNow and Splunk On-Call will stay in sync as determined by the state mapping that you set up within Splunk On-Call. Changing the state in either system means that the opposite system will be updated.

To edit Splunk On-Call incident states after saving, click the Edit Integration button. Here you may also reconfigure your ServiceNow Connection Details.

Incident State Mapping - SNOW VictorOps

Mapping ServiceNow Assignment Groups

Upon validating credentials, you will be able to map Splunk On-Call Escalation Policies to ServiceNow Assignment Groups. This will allow you to update the Assignment Group in ServiceNow when sending an incident from Splunk On-Call or determine where an incident will go when sent from ServiceNow.

When the mapping is set, the ServiceNow Assignment Group field will be updated based on the Escalation Policy being paged. This field will also update when an incident is rerouted to another Escalation Policy. If the incident reroutes to a specific user, the assignment group will be cleared. Updating an assignment group in ServiceNow will not affect paging behavior in Splunk On-Call.

Mapping ServiceNow assignment groups

Select Add Mapping to see available choices.

Add mapping to see available choices

User Mapping

Upon clicking save on the edit integration page or when taking action on an incident, all available users will be synced across the systems based on an email match.

Updating ServiceNow “Assigned To” Field from VictorOps

The Assigned To field in ServiceNow will be populated with the first user to acknowledge an incident. If the VictorOps incident goes back to a triggered state, the next person to acknowledge will populate the field.

Incident Linking

You can click through to the incident in ServiceNow from the incident pane in Splunk On-Call.

When Splunk On-Call Sends an Incident to ServiceNow

An alert rule will need to be created to complete the integration. Navigate to Settings >> Alert Rules Engine.

Add a rule which defines a matching condition to send Splunk On-Call incidents to ServiceNow. For example, to send all critical incidents to ServiceNow, use:
When
message_type matches CRITICAL using Wildcard
set 
ServiceNow_Integration to new value true. In this example, we are also providing resolution field information to enable auto-resolution of Incidents to ServiceNow.

 

Mapping Fields from Splunk On-Call to ServiceNow

Available Fields

Preconfigured fields that are immediately available are:
close_code, close_notes, work_notes, short_description, description, state, assignment_group, assigned_to, and resolved_by.

All the above fields can be set by the rules engine using the syntax:
ServiceNowField_victorops_<field_name>. However, assignment_group, state, work_notes, short_description, description, assigned_to, and resolved_by should automatically be handled by the integration mapping.

Mandatory / Custom Fields

If an incident in ServiceNow requires mandatory fields, these fields may also be added in a rule with the syntax ‘set ServiceNowField_<field_name> to new value <value>‘. To dynamically assign the value based on an alert field in Splunk On-Call, use the syntax ‘${{victorops_field_name}}‘. See field expansion for more tips on dynamic assignment.

Only some out of the box fields are preconfigured with the VictorOps app, so mapping additional fields in ServiceNow requires additional configuration.

  1. In ServiceNow, navigate to ‘x_splu2_victorops_incident_import.list‘ and click ‘New‘.
  2. Click Menu >> Configure >> Form Layout.
  3. Create a new import table field. This will be the field name for use in the rules engine.
    Eg. “VictorOps Custom Field” would end up needing the syntax ServiceNowField_u_VictorOps_Custom_Field on the rule.
  4. Nagivate to ‘Transform Maps‘ Then ‘VictorOps Incident
  5. Scroll to ‘Field Maps‘ and click ‘New
  6. Assign the ‘Source Field‘ the name from step 3 and assign the ‘Target Field‘ the name of the custom field on the incident table.

After the above steps are complete you can use the Splunk On-Call alert rules engine to supply the field values with the same syntax as before:
‘set ServiceNowField_<field_name> to new value <value>

In the below image, the field value on the Splunk On-Call import table (in ServiceNow) is “victorops_custom_field”.

Note: If you are not using the VictorOps app from the snow store, the syntax to fill in fields with the rules engine is ‘set ServiceNowField_<field_name> to ${{victorops_field_name}}‘.

Set Logic to Send Incidents and Fields to Splunk On-Call

ServiceNow will automatically send the following fields to Splunk On-Call: assigned_to, assignment_group, caller_id, category, description, number, priority, short_description, state, subcategory, sys_id. To include more fields than the above, add custom fields separated by a comma and they will appear in the alert payload within Splunk On-Call.

Use “Incident Rules” to create custom logic that allows you to set logic as to when incidents are sent from ServiceNow to Splunk On-Call automatically.

Manually Send Incidents from ServiceNow to Splunk On-Call

If the incident rules above have not been met, you may still send the incident with required information including assignment group, by clicking the button “Send to VictorOps” to manually send an incident to Splunk On-Call.

If you have any questions please contact VictorOps support.

Splunk On-Call and ServiceNow CMDB

The VictorOps app can interact with the ServiceNow CMDB by setting any cmdb item field which exists on the incidents table. You can interact with these fields by leveraging the Splunk On-Call alert rules engine and the ServiceNow transform map following the steps under section “Mapping Fields from VictorOps to ServiceNow”

Troubleshooting

I am getting a message that my “ServiceNow is connected, but you do not have the proper permissions for the integration to work.”

The app configures the service user with the roles we expect are needed for out of box configurations of ServiceNow. It is very common for additional roles to be required that are unique to your instance of ServiceNow. You will need to identify the subset of roles that are required by your instance and add them to the service user account. One easy way to identify if this is the case, is to temporarily add the ‘admin’ role since it inherits all other roles. Then test the integration. If everything works as expected, there is some role or subset of roles that need to be identified and added.

I am getting messages in my VictorOps Incidents and Timeline that “ServiceNow API call timed out.”

Our system will wait 10 seconds for a response from ServiceNow before we drop the attempted request. Many times, ServiceNow will queue the api call, but the link between VictorOps Incident and ServiceNow incident is not established because our system did not receive the response in time. To speed up the requests, apply an index in ServiceNow on the field ‘x_splu2_victorops_victorops_incident’ on the ‘Incidents’ table.

 

 

Updated on May 14, 2021

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