Integration of ServiceNow with Solarwinds documents

Pranita Bahugun · ‎12-30-2022

Hello folks,

I am implementing SolarWinds Integration from scratch on an ServiceNow instance.

Can anyone please provide any from scratch documents which can include below all details:

1. Prerequisites

2. Licensing details

3. Plugins

4. Configuration steps

Any quick help is much appreciated.

Thanks,

Pranita Bahuguni

Community Alums · ‎12-30-2022

Hi @Pranita Bahugun ,

Before you can configure the integration details in your SolarWinds Platform product, check the prerequisites and configure your ServiceNow instance.

The communication between the SolarWinds server and the ServiceNow instance uses HTTPS port 443. Open this port for outbound communication.
For minimum hardware and software requirements, see the administrator guide of your product.
Download the ServiceNow integration application from the ServiceNow app store.
Install the integration app and configure your ServiceNow instance for the integration.
SolarWinds does not integrate with ServiceNow Express or on-prem offerings.

The Licensing details should be confirmed with the Account executive of Servicenow and you will need to reachout to Solarwinds for the other side of the licensing.

The SolarWinds Alert Integration application enables the communication between your SolarWinds server and the ServiceNow^® instance.

After downloading the SolarWinds Alert Integration application from the ServiceNow store, deploy the application in ServiceNow.

Navigate to your downloaded system applications.
Locate the SolarWinds Alert Integration application, and click Install.

When the installation is complete, the caption of the Install button will change to Installed.

After the installation is complete, SolarWinds recommends that you create a ServiceNow integration user with Web service access only.

Create a ServiceNow integration user with Web service access only

Navigate to the user administration section in ServiceNow, and create a new user.
Provide a user ID, a password, and other required information.
Specify that the new user should have Web service access only.
Edit the newly created user, and add the x_sow_intapp.integration_user role to the role list.

After installing the integration application and creating an integration user, you can now configure the integration with ServiceNow in your SolarWinds Platform server.

After completing the configuration of the integration in ServiceNow^®, you can configure the integration to be able to automatically create, update, and resolve alerts that were raised in your SolarWinds Platform product in your ServiceNow instance.

In the SolarWinds Platform Web Console, click Settings > All Settings.
In the Alerts & Reports group, click Manage Alert Integration Instances.
Click Add Instance.
Enter a name and the URL for the ServiceNow instance.
Enter the ServiceNow credentials:
- Username
  The user name of the account that is configured for the SolarWinds integration role.
- Password
Test the connection to your ServiceNow instance. If the connection is not working, you receive descriptive messages to help you solve the issue.
If you are accessing your ServiceNow instance through a HTTP proxy, select Use a HTTP proxy server, and click the Configure your HTTP proxy settings link to edit the details. For more information, see Configure web proxy settings in the SolarWinds Platform.
Click Save.

Enable/disable or restrict your ServiceNow instance

You can influence the behavior of the integration using the Operational State of your ServiceNow instance in the SolarWinds Platform.

Click Settings > All Settings, and then click Manage Alert Integration Instances in the Alerts & Reports section.
Select the instance to change, click Set the Operational State, and select a status:
- To make the integration between ServiceNow and the SolarWinds Platform work (to make sure triggering the alert creates a ServiceNow incident and that the instance status in ServiceNow corresponds with the alert in the SolarWinds Platform, select Enabled.
- To turn off the integration, select Disabled.
- To prevent the SolarWinds Platform from creating new incidents, but to update and close existing ServiceNow incidents both in ServiceNow and the SolarWinds Platform, select Restricted.

Restricted by system

To prevent flooding your ServiceNow with new incidents, the SolarWinds Platform automatically restricts creating new incidents when the integration creates more than 100 new incidents within five minutes. In this case, the status of your ServiceNow instance is Restricted by system.

View solution in original post

Community Alums · ‎01-03-2023

Hi @Pranita Bahugun ,

View solution in original post

Ct111 · ‎12-30-2022

I think it is better if you check this video .

It will be good reference point

Community Alums · ‎12-30-2022

Hi @Pranita Bahugun ,

Before you can configure the integration details in your SolarWinds Platform product, check the prerequisites and configure your ServiceNow instance.

The communication between the SolarWinds server and the ServiceNow instance uses HTTPS port 443. Open this port for outbound communication.
For minimum hardware and software requirements, see the administrator guide of your product.
Download the ServiceNow integration application from the ServiceNow app store.
Install the integration app and configure your ServiceNow instance for the integration.
SolarWinds does not integrate with ServiceNow Express or on-prem offerings.

The Licensing details should be confirmed with the Account executive of Servicenow and you will need to reachout to Solarwinds for the other side of the licensing.

The SolarWinds Alert Integration application enables the communication between your SolarWinds server and the ServiceNow^® instance.

After downloading the SolarWinds Alert Integration application from the ServiceNow store, deploy the application in ServiceNow.

Navigate to your downloaded system applications.
Locate the SolarWinds Alert Integration application, and click Install.

When the installation is complete, the caption of the Install button will change to Installed.

After the installation is complete, SolarWinds recommends that you create a ServiceNow integration user with Web service access only.

Create a ServiceNow integration user with Web service access only

Navigate to the user administration section in ServiceNow, and create a new user.
Provide a user ID, a password, and other required information.
Specify that the new user should have Web service access only.
Edit the newly created user, and add the x_sow_intapp.integration_user role to the role list.

After installing the integration application and creating an integration user, you can now configure the integration with ServiceNow in your SolarWinds Platform server.

After completing the configuration of the integration in ServiceNow^®, you can configure the integration to be able to automatically create, update, and resolve alerts that were raised in your SolarWinds Platform product in your ServiceNow instance.

In the SolarWinds Platform Web Console, click Settings > All Settings.
In the Alerts & Reports group, click Manage Alert Integration Instances.
Click Add Instance.
Enter a name and the URL for the ServiceNow instance.
Enter the ServiceNow credentials:
- Username
  The user name of the account that is configured for the SolarWinds integration role.
- Password
Test the connection to your ServiceNow instance. If the connection is not working, you receive descriptive messages to help you solve the issue.
If you are accessing your ServiceNow instance through a HTTP proxy, select Use a HTTP proxy server, and click the Configure your HTTP proxy settings link to edit the details. For more information, see Configure web proxy settings in the SolarWinds Platform.
Click Save.

Enable/disable or restrict your ServiceNow instance

You can influence the behavior of the integration using the Operational State of your ServiceNow instance in the SolarWinds Platform.

Click Settings > All Settings, and then click Manage Alert Integration Instances in the Alerts & Reports section.
Select the instance to change, click Set the Operational State, and select a status:
- To make the integration between ServiceNow and the SolarWinds Platform work (to make sure triggering the alert creates a ServiceNow incident and that the instance status in ServiceNow corresponds with the alert in the SolarWinds Platform, select Enabled.
- To turn off the integration, select Disabled.
- To prevent the SolarWinds Platform from creating new incidents, but to update and close existing ServiceNow incidents both in ServiceNow and the SolarWinds Platform, select Restricted.

Restricted by system

To prevent flooding your ServiceNow with new incidents, the SolarWinds Platform automatically restricts creating new incidents when the integration creates more than 100 new incidents within five minutes. In this case, the status of your ServiceNow instance is Restricted by system.

Community Alums · ‎01-03-2023

Hi @Pranita Bahugun ,