SCOM integration problem. Service-Now to SCOM does not work

[tpulls]

Hello,

I have the Service-Now SCOM Connector configured on both my SCOM server and MID server. Alerts from SCOM are being sent to Service-Now and even updated from Service-Now with the Incident Number. However, when I resolve the Incident in SN it is not closing the SCOM alert. If I understand correctly, SN will send a request to the MID server to trigger update_alert.exe. I can't tell if this is happening or not. The MID server is specified under Properties in Service-Now

I'm looking through agent0.log on the MID server and don't really see any errors. How does the MID server know what my SCOM server is in order to close the alerts with update_alert.exe? How else can i troubleshoot this? Is there a step-by-step guide out there to follow incase I missed something?

[clarkson93]

John I don't know if you ever got an answer on this but here is what I have found out on getting this running.

On Service now under the Intergation — MS SCOM

Script Includes will   have to be modified.

1. gs.include("PrototypeServer");

var SCOMUpdater = Class.create();

1. SCOMUpdater.prototype = {

initialize : function(sentCurrent) {

                          this.command = gs.getProperty("com.snc.integration.scom_command", "(This is the path of the update_alert.exe that is placed on the midserver)");

this.midServer = gs.getProperty("com.snc.integration.scom_mid_server", "(This is the Name of your MID Server)");

this.record = sentCurrent;

  },

sendUpdate: function(){

//commandStr = this.command   + " close " + current.correlation_id + " " + this.record.u_managementgroup;

commandStr = this.command   + " close " + current.correlation_id + " (Name of your SCOM Server)";

this.addQueueEntry(commandStr);

  },

sendOwnerChange: function(){

commandStr = this.command   + " set " + current.correlation_id + " (Name of your SCOM Server) -Owner="+current.assigned_to.email;

      this.addQueueEntry(commandStr);

  },

acknowledgeAlert: function(){

commandStr = this.command   + " set " + current.correlation_id + " (Name of your SCOM Server) -TicketId="+current.number;

this.addQueueEntry(commandStr);

  },

addQueueEntry: function(commandStr){

var egr = new GlideRecord("ecc_queue");

egr.initialize();

egr.agent = "mid.server." + this.midServer;

egr.queue = "output";

egr.topic = "Command";

egr.source = "SCOM";

egr.payload = "<parameters><parameter name='name' value='" +commandStr+"'/></parameters>";

egr.insert();

  }

};

Hope is helps.

I have also found out that if the update_alert.exe is running the command to the scom server you may need to add that user to the local users and groups on the SCOM server under uers.

[sarathcks]

Hi Tyler,

Can you share the steps which you have followed in configuring the Service Now connector in SCOM? I've configured it, but the alerts are not getting created in Service Now. Alert status is "Forward Pending" and the warning message in event viewer: Exception in timer function:No such host is known

BR,

Sarath Chandran, Accenture

[clarkson93]

Please let me know if this helps you. If not I can further assistance.

Steve.

[sarathcks]

Hi Steve,

Thanks for this document. I think i've followed the same steps as in this document in configuring SCOM to Service Now integration and created a subscription for alerts in the connector. Should we need to do Service Now to SCOM integration as well, so that it will work?

BR

Sarath Chandran

[clarkson93]

In Service now under the Integration — MS SCOM

Under Properties

The absolute path to the command line command to use that posts an event to the MS SCOM server. This command line is going to be executed by the MID server configured for this integration.

This is where you will place the update_alert.exe on the mid server.   You will give it the absolute path. So if you place it in the C:\servicenow\(The name of your mid server)\update_alert.exe

The MID server that executes the MS SCOM command line, defaults to the system MID server which is installed on this instance of Service-now. Typically, this would be a MID Server installed behind the firewall. http://wiki.service-now.com/index.php?title=MID_Server_Plugin

This is the name of your Mid Server

The user that the SCOM integration is using to log into Service-now.com

This was a user that I created in ServiceNow. I called mine SCOM and then gave it admin rights.

Then the scripts for the Business Rules and the Script Includes as in the doc.

Is this what you are looking for?