Is it possible to integrate LogicMonitor with a domain-separated ServiceNow instance?

[Greg L_1]

I have a requirement from my company's monitoring team to integrate LogicMonitor (our monitoring tool) with ServiceNow. I've attempted to follow the integration settings provided by LogicMonitor (https://www.logicmonitor.com/support/settings/integrations/servicenow-integration/) and have assigned the correct role to an LM integration user within my development instance, however I've reached a roadblock when attempting to populate the "Customer" dropdown.

The platform that I am administering is a multi-domain platform as we run a managed services practice that requires our clients have the ability to access the tool to view their open incidents. When attempting to populate the "Customer" field, I am only given the option to select customers from the "Global/TOP" domain, and not from the managed services subdomain where our customer data resides.

• The user was created as a user within the subdomain of the desired customer record
• The user has the correct ServiceNow role as dictated by the LogicMonitor documentation (x_lomo_lmint.LogicMonitor Integration)
•  LogicMonitor does not seem to display different options in the companies picker regardless of where the user with the integration permissions resides

Attempting to search online for documentation on this item has not turned up much info, so any assistance is greatly appreciated.

Thank you!

[Brad Tilton]

Hi Greg,

If this is the LogicMonitor store app, it may not be domain aware. The best thing to do would be to reach out to the support email from the store listing and check with them.

[Greg L_1]

Sounds good Brad. I was starting to think that this may be the case - I have contacted LogicMonitor support on this item as well. Thanks for the advice!

[YRK]

Hi Greg,

Yes, it is possible to integrate LM in domain separated instance.

You need to configure following things, whenever a new customer in MSP needs this integration.

- Create a user in the respective domain, add the roles (x_lomo_lmint.LogicMonitor Integration)

- Create a separate transform map to process alerts form comes their LM tool

- Configure the mappings and transform map scripts as same as in the transform map comes with LM integration app.

- you can place a condition like if "created by = abc_company_user" in transform map on before script , to validate the Transform map to be used for processing of a alert.

- Create new module as like "Logic Monitor alert Properties" and define properties for acknowledge the alert (like company_lm_user_name, company_lm_password,..etc)

- override the "LM alert acknowledgement" workflow in the specific domain and replace the above properties in place of where authentication is used to send ack request to LM

Please mark it as helpful if i answer your quire correctly.