Solarwinds - ServiceNow Event management integration

vijir · ‎02-24-2022

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 · ‎02-25-2022

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!

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Karthick Nagara · ‎05-10-2022

Hi Sam,

Thanks for the suggestions!

I found the root cause for this. The OOB Query used in getQueryForExecute function is filtering out events with NetObjectID = NULL (WHERE NetworkNode >= 0 AND NetObjectID > 0)

Inorder to get those events as well, what would you suggest. Copy and customize the MID Script include: SolarWindJS or is there a better way to customize to allow future updates from Servicenow

Sam Webb · ‎05-12-2022

Karthick,

I'd go back to the Solarwinds team and look to understand why they are sending Events with a null netobjectID before doing anything else. NetObject Type & NetObjectID are used throughout the script to assign values to the Event, which obviously won't happen if you pass in a null value (and might have further unknown consequences in the handling of that event).

If the events are valid and they're going to deviate wildly from the expected format, post them to the global EM API as suggested originally.

Hope that's useful.

Sam

pratiksha5 · ‎12-20-2022

Hi Sam,

I am trying to collect metric data from SolarWinds and it is not collecting all metric data. On insight exp it is showing no data avl. But I see the metrics on events. Can you suggest what to do?