Integrating HP BSM with ServiceNow

[Reddy17]

We are currently using HP BSM as our application monitoring tool and it holds most of our critical application, Is there a way i can integrate HP BSm Mercury with ServiceNow and allow my monitoring tool to send tickets directly to ServiceNow and assign it to a group..

Appreciate all your help!!!!!!

Hi Ashish,

For better visibility, I moved this post out of the Member Feedbackspace and into the Developer Community sub-community.

thanks,

Lawrence

You can have HPBSM make a call to a middle tier ESB which makes a call to ServiceNow. In ServiceNow you can write using a REST call, and use an identifier to get the sys_id and then make a call to write the fields. Data Mapping and additional calls have to be done in the ESB so they are both independently managed. You will have to open up the sys_journal table if you want to get the work notes through REST, and also create a business rule on Incident table that does a REST call if you want to send a message back to HP BSm Mercury upon resolution. Use the Preview Script on any of the REST calls. Define the REST end point first, the Content section of the REST Call should contain a markup template that is then coded against in the Business Rule.

Our license with HP BSM doesnt allow us to start integration without taking help of their team and paying them. I have integrated alerts to Xmatters via email to send out notifications to users mobile and email system without giving them a penny. I am thinking of doing similar activity here which will have only one way traffic to ServiceNow Incidents table.

I am just hoping to get this thing right.

Hi Ashish,

You have a few options with HP BSM.   (formerly HP BAC and Mercury Topaz)

1) You can have HP BSM create incidents directly.     Email is most likely the transport you're going to have to use, and you can google "inbound email actions" to find out how to set that up with ServiceNow.     Alternatively HP BSM may have a way to run a custom script when an alert is triggered, if this is the case, you can write a custom script to do a web service call in the language of your choice.

2) You can go through an intermediary "event management" solution.     The idea here is to consolidate all enterprise events into a single location, and correlate them prior to creating an incident.     This allows creation of fewer, more meaningful incidents.     Evanios has an Event Management application that runs on ServiceNow, and there is a new Event Management application from ServiceNow that is available with the Eureka release as well.

I know HP BAC could generate SNMP traps, since we've done integrations that way in the past with other event managers.     Our application has an extension to the MID server ("integration agent") that will receive SNMP traps and forward them to an event manager.     This extension works with our tool today, and will work with the Eureka SN Event Management application by the end of July.     The Evanios app and integration agent can be downloaded at no cost from www.evanios.com.

This document was generated from the following discussion: Integrating HP BSM with ServiceNow