Define Instance Observer as a EM Push Connector

[nizar_tliba]

Instance Observer (IO) users configure alerts using Self-Serve alerts feature available in IO.

OOTB Service Event Management will manage IO related events by handling it as a Push Connector. This results in correctly managed Incident Tickets towards Operations team.

Instance Observer uses a REST webServices interface to send the alerts.

1.    Configuration of Instance Observer

This paragraph describes the configuration on IO.

• Go to home page and click on Alerts and choose “Configure Notifications” from the drop-down menu

• On configure notifications page click on “Configure Integration” 

• On the flyout view, ServiceNow is selected by default, use this tab, and fill out your integration details. You have a choice of using Basic Authentication or API key (API Key should be preferred).

• At this stage, SN Event Management could be configured (see next paragraph).
• Provide the API Key and the EM URL

• Click on “Test Integration” Button to test if you can successfully send the payload to ServiceNow Instance you configured.
• If the integration is configured correctly, you will see a 200 OK message.
• Save this configuration by clicking the submit button.
• Once you have configured an integration with ServiceNow, sending alerts to this channel is just a matter of enabling this channel for a notification rule. To enable this channel for a notification rule and send a test alert follow these steps:

• Select Edit button by clicking on three dots icon in front of your notification rule.
• On a fly out you will see your ServiceNow integration option, select the checkbox to enable it and close this fly-out window.

• Note that you will see this configuration is now enabled for this notification rule.
• Make sure to use this notification rule to a configured alert. For this go to Alerts section and configure any alert of your choice and select this notification rule from the drop-down menu.
• Now go to Availability -> Self-serve alerts and select the instance you have configured the alert on step 4 above. Click snapshot.
• This will give you a list of existing alerts on this instance. Click on “Generate test alert” and select the alert you’ve already configured.

• Note: that this test alert appears in the table of alerts fired.
• The alert payload will reach to your ServiceNow instance so long as the webhook URL is still accepting http calls.    
• Go to your ServiceNow Instance and validate that this alert has reached its destination.

• If you want to edit your configuration settings, simply remove the existing configuration, and create a new one. For this click on configuration integration and use the delete button to delete your existing configuration.

The above integration is global for all available IO alerts. Adding or updating any IO alert configuration will not change that integration.

2.    Configuration of SN Event Management

This paragraph describes the configuration on ServiceNow.

2.1  API Key creation

Starting from WDC release, API Key is supported for inbound REST requests.

• The Plugin
  • First, navigate to All > Admin Center > Application Manager and verify the plug API Key and HMAC Authentication (com.glide.tokenbased_auth) is activated. It should be, but for some reason if it isn't, go ahead and activate it.
• Create the Inbound Authentication Profile
  • Navigate to All > System Web Services > API Access Policies > Inbound Authentication Profile
  • Click New.
  • Click Create API Key authentication profiles
  • Provide a descriptive name in the Name field.
  • In the Auth Parameter field, add either the Query Parameter or Auth Header record for x-sn-apikey. The Auth Parameter is used to determine how incoming requests are to send the API key (either as a query parameter or header). The complete list of Auth Parameters is available by navigating to All > System Web Services > API Access Policies > REST API Auth Parameter.
  • Click Submit.
• Create the REST API key
  • Navigate to All > System Web Services > API Access Policies > REST API Key.
  • Click New.
  • Provide a descriptive name and select a user. The user (service account) is used to determine what data can be accessed to the API. This is like using Basic Auth.
  • Use the form menu and choose Save. The system generates a token and saves it in the Token field. To see the token, use the lock icon and copy the contents display below the field. This is your header (or query parameter) value when your other system sends a REST API request to ServiceNow.
• The API Access Policy
  • Navigate to All > System Web Services > API Access Policies > REST API Access Policies.
  • Click New. You can use the same policy with multiple API keys if you choose.
  • Provide a descriptive name and select the REST API you want to use (‘Event Connectors’ in this case). On the right side of the form are a series of checkboxes. As you uncheck them, fields on the left appear. Use these to limit this policy to a specific method (e.g. GET, POST), or resources in that API, or even a version of the API. 
  • Add your new API Authentication Profile to the embedded list on the form.
  • Click Submit.

2.2  Push Connector creation

• Navigate to Event Management > Push Connectors and create the PC record
• Navigate to Event Management > Push Connector Instances and create the PCI record

2.3  Event Rule

An Event Rule is created to bind the CI to the related SN instance in the CMDB. It could be used in the future to fine tune the Alerts creation occurrence.

• Navigate to Event Management > Event Rules
• Create the Instance Observer Event Rule record
  • Override the default CI binding in the Binding step

2.4  Alert Rule

• Navigate to Event Management > Alert Management Rules
• Create the Instance Observer Alert rule record
  • IO Source should be selected for the condition
• Create the Remediation Subflow in the Actions step

[Shaqeel]

Hi @nizar_tliba 

The content you have posted or copy/pasted from ChatGPT is incorrect and will confuse other people.

Kindly recheck and don't post anything from GPT.

Servicenow looks into every post and may ban you.

Regards

Shaqeel

[nizar_tliba · Accepted solution]

Hi @Shaqeel ,

 What you are saying is WRONG !

I have implemented this for a customer and that is working as expected and it has nothing to do with chatgpt.

Please stop writing assumptions without any test or check !

Thanks