Solarwinds - ServiceNow Event management integration

[vijir]

Hello,

We are planning for Solarwinds integrations with ServiceNow Event management and using OOTB Supplied Solarwinds Pull event connector. Is it feasible to pull the specific alerts instead of all the alerts from Host IP (Solarwinds)?

The option to pull all the alerts from Solarwinds, but manage it via Event rules to not to create Incidents in ServiceNow consume license for the events that we do not want to report.

Is there an option either at Solarwinds side to expose specific alerts for ServiceNow to pull or an option at ServiceNow side to allow connector to pull specific alerts from Solarwinds?

[Sam Webb · Accepted solution]

Hi there,

I think this might have been better placed in the ITOM Community, but nonetheless:

Licenses are consumed based on CI type of node reported into Event, regardless of whether or not an Incident is raised. A license is known as a "Subscription Unit" and there are different ratios at which CI categories consume them, see here:

https://docs.servicenow.com/bundle/sandiego-it-operations-management/page/product/it-operations-management/concept/itom-license-module.html

And while technically it could be feasible to amend the Pull connector on the Now Platform, it probably wouldn't be a good idea. Think about the impact of missing an Alert that led to a serious outage...

If it's your first time implementing, I'd suggest checking it out in a non-prod environment where you can check which CIs are consuming a license. That could guide your conversation with your Account Manager:

https://docs.servicenow.com/bundle/sandiego-it-operations-management/page/product/it-operations-management/task/check-ci-type-require-license.html

Hope this helps!

[vijir]

Thanks Sam. 

[Karthick Nagara]

Hi Sam,

Is it possible to add some events (based on the solarwinds NetObject Type) if they are not being pulled by OOB connector.

My solar winds team says that a specific set of events from solarwinds are not found in servicenow.

[Sam Webb]

Hey Karthick,

That's interesting. The OOB connector pulls all events (see the block from the OOB JS below):

execute: function() {

ms.log("SolarWindJS Connector: execute connection ...");

var retVal = {};

var resultArray = this.getResult(this.getQueryForExecute()); //retrieve all events from SolarWinds

var events = this.getSNEvents(resultArray); //convert raw events to SN events
if (events == null) {
retVal['status'] = FAILURE.toString();
retVal['error_message'] = errorMessage;
return retVal;
}

Have you checked the logs to make sure there isn't a failure? Has the script been amended?

If there's no fault and they're just not being pulled across, have a look at the payload - if it's different to those coming from the Pull connector, think about posting them to the /em/global/jsonv2 API as a means to avoid any customisation.

Hope that helps!

Sam