Can we discover cisco and avaya phones using service now discovery?
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‎11-17-2016 07:03 PM
Hi All,
Can we discover cisco and avaya phones using service now discovery?
Thanks and Regards,
Chandra Suvro Bose
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‎11-17-2016 08:32 PM
Yes...
We were able to do this at two of my previous engagements. The trick is to build the proper SNMP Classifier and hope that your devices have a properly identifiable OID value. I suggest getting a proper SNMP community string and executing discovery against one IP address you know for a fact is one of your devices. Then, take a look the discovery data returned in the Classification stage (should be an error as you probably do not have the SNMP OID classifier built). Parse out the XML payload and look for your unique identifiers for the device (use your favorite OIDVIEW website to get the best definition possible). Once you have your OID value, you can build a classifier using the device OID and any other attribute you might want to collect from the various OID values.
One of the problems you will face is under utilized configuration of devices where optional fields were rarely (if ever) populated. As a result, things like "description" can rarely be used properly...so you may want to consider populating some fields with other values (i.e.: description = manufacturer + model + deviceOID)
Once you get the hang of how to build SNMP Classifiers, you will begin to discover all kinds of things on your network and prepare yourself for the eventual "Internet of Things" approach that your company will eventually take...
Hope this helps !

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‎11-21-2016 11:38 AM
Hi Chandra,
For Cisco IP phones, its been my experience that Cisco turned off the ability to query using SNMP to each phone directly. In this case we have a customization on our ServiceNow Share site that looks at the Cisco Call Manager and brings in all of the IP Phones that way. This has proven to be successful. I would imagine this same customization could be modified for Avaya in the same way.
ServiceNow Share - Cisco Call Manager Customization.
Thanks,
-Ryan
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‎02-04-2020 01:40 PM
Hello, any idea how to get to the link you posted?

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‎02-04-2020 02:10 PM
I'm sure the update set is really old at this point - send me an email and I'll send you what I have, you can use it as a foundation which will have to be updated.