solarwinds - servicenow integration additional properties

[ryandavis]

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...

[Michael Fry1]

You can't, because Class doesn't exist on Incident table.

You don't want to create a new field on incident table, like Class, and have SW push the class to that field? The use a business rule to get the Class, then CI name?

[ryandavis]

Ok so I think you're saying those incident reference fields are only for the incident table.   Makes me wonder how location works, especially since thats the example solarwinds uses in the link

I may end up trying what you're suggesting with a business rule but I think we'll end up having to do that with all event sources.   Off to figure out how to write a business rule!

[ryandavis · Accepted solution]

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!

[Community Alums]

How did you edit this SWIAPI script? It says "This item is read-only based on its protection policy"

[Community Alums]

I am not seeing the Incident Detail section and Select Properties section.. totally blank. Can anyone help me with this?