solarwinds - servicenow integration additional properties

ryandavis · ‎08-11-2017

Is anyone aware of how to get additional properties available in the solarwinds-service now incident creation trigger action? We have all the roles assigned to the SNOW user that are in the documentation.

We really need cmdb_ci Class property in order to bind our servers correctly. Because right now a windows server that were passing in the existing configuration_item field is getting bound to a server cluster node of the same name.

It would be nice to pass "Windows Server" along with it so servicneNOW binds to the server CI rather than anything else.

This would obviously apply to other device classes as well...

ryandavis · ‎08-23-2017

So what I ended up doing was taking a deep dive into the SWIAPI script that is used by the Solarwinds App. I saw that it was using something called a "filter query" as one of its means to do lookups. I looked up how those work and you basically construct something called an "encoded query string" using the breadcrumbs on any table in servicenow that you need. In my case this worked beautifully as I was able to pass name=serverABC^sys_class_name=cmcbi_ci_win_server and that worked like a charm, no need to pass it as a seperate field from solarwinds. Thanks for your help Michael!

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Michael Fry1 · ‎08-11-2017

Solarwinds is only reading fields on the Incident table. Class isn't on that table. You would have to create a new field, on the incident table, and have SW push to that field, then use a business rule to do a query on name & newfield to populate the CI.

ryandavis · ‎08-14-2017

Understood, but that sounds like a sledgehammer to drive a nail, but maybe I'm making a bigger deal out of it that what it is. The other thing I was trying was passing class along with the "configuration_item" field that would help servicenow resolve it, like "name=server1^class=Windows Server" but that doesn't seem to work despite solarwinds documentation giving a similar example: Create a ServiceNow incident

Michael Fry1 · ‎08-14-2017

The example show passing the MAC address and then the system looking up the MAC address to get the CI. If you wanted to use a different field besides the name, you'd have to change the Incident Reference Field Definitions > find the configuration items one and change the lookup.

ryandavis · ‎08-14-2017

Michael, thanks for your help. Not sure I understand how to use those incident reference fields! I actually had already tried adding class (which is really sys_class_name) and I still couldnt quite figure out what I was doing. I may be over-complicating it - wish there was better documentation on it though...