Service Now Integration with Solarwinds

[AZServiceDesk]

I am very interested in the following thread - http://community.servicenow.com/node/1000665 and curious to see how many people out in the user community have had a successful implementation with Solarwinds and willing to share how they achieved this.

What I am looking to do is send up/down, CPU usage, memory usage, service up/down notifications via email. I know how to achieve this piece, but I was wondering how I would be able to send resolved alerts and reference the original ticket to in return resolve the already open ticket.

Has anyone out there been able to achieve this type of implementation?

[kwenzel]

I couldn't find the thread you mentioned (https://community.servicenow.com/node/1000665).

Do you have another link?

[poyntzj]

We have integration that basically covers devices being up or down.

We had the one of the engineers who knows a lot about SW generate some emails that are sent to Servicenow when a device is detected as being up or down.

We have an inbound rule created by Andy Venables of this parish who wrote the action to raise and incident and or close (depending on phrases in the email)

Typically ours is working via an IP address so there should only ever be one ticket open at a time for a device (it is either up or down)

The tickets are logged as the name of our corresponding Solarwinds instance

If it was me, I would extend on this and look to add a specific phrase into the message from SW so that when a ticket is raised you could have an subject like LONJP-LT1 - 192.168.7.2 - CPU - High 98%

If the alert for the high cpu usage is then resolved, another email is sent in with a subject like LONJP-LT1 - 192.168.7.2 - CPU - Cleared

You could look at the subject for Cleared, take the rest of the subject LONJP-LT1 - 192.168.7.2 - CPU

Look for any open tickets from that user that are active and the subject contains the phrase LONJP-LT1 - 192.168.7.2 - CPU and then close it down.

In theory there should only be one ticket at a time as it can only have 1 CPU alert (unless it is multi CPU and I would then use phrases like CPU1; CPU2)

as long as you get the raising and closing phrases set you should be good.

[Steven Young]

i cant speak for everyone,   However:

Our organization decided on using the Integration by Evanios.  

When we decided on using this, the contact was made, a Webex was setup for something like 2 days later (scheduling on both sides prevented a quicker turnaround).   These people were so good they did it the day before thanksgiving.   Yes,   Thanksgiving, when everyone else was home with their family, they helped us get set up.

A 1 hour webex and we were receiving events from solarwinds.

This integration is very well built with all back end scripting done for you.   All you need to do is tell the fields what to do.   You dont have to do any elaborate scripting.   In fact the only real scripting that you need to do is if you want this to do something that is already not built in.

During implementation i had 1 issue that i couldn't figure out.   i emailed Evanios and had a webex the following day.   They really are good about supporting their integration.

In fact, let me tell you where we are at now.   Currently our integration is set up to send events to both Dev and Prod environments.   This was kind of a rushed thing because they wanted the monitoring turned on...   Then we turned it on, and the organization said that was toooo fast, and we turned it off.   We now have a Go-Live date of January 4, 2016   at 8am.

Some other integrations take weeks to build, setup, test.   This one you can basically use the out of the box settings and just edit a few fields and it will start generating tickets.   I could not believe how   easy this was.

Of everything out there, i cant speak for anything other than the Evanios Operations.   But i would definitely recommend it.