Integrate New Relic platform events

Integrate New Relic with Event Management by adding a standard webhook in the New Relic old and new consoles.

Vorbereitungen

Verify that the Event Management Connectors (sn_em_connector) plugin is installed on the ServiceNow AI Platform instance.

Role required: evt_mgmt_integration

Warum und wann dieser Vorgang ausgeführt wird

Configure the Event Management environment for the collection of events from New Relic by authenticating New Relic as a data source. Set your ServiceNow AI Platform instance as the rest endpoint using a standard webhook. Use procedure step 1 for the new console. Use procedure step 2 for the old console.

Starting from the Xanadu release, the OOTB (Out-Of-The-Box) event rules provided with the connector, which you have not previously used (i.e., neither activated, deactivated, nor modified), will now have the Apply additional matching rules check box set to true. Previously, this check box was disabled. This change allows you to execute more event rules or automation using the same filter conditions for the events.

Hinweis:

This feature applies only to active event rules.

Prozedur

1. For the new console:
   1. Create a destination.
      1. Navigate toAlerts & AI > Destinations.
      2. In theAdd destinationssection, select theWebhookchannel type.
      3. In theWebhook name field, enter the webhook name.
      4. In theEndpoint URL field enter: https://<InstanceName>.service-now.com/api/sn_em_connector/em/inbound_event?source=newrelic
      5. In theBasic Authsection, enter your user name and password.
         Hinweis:

         Verify the evt_mgmt_integration role is assigned to the selected user. To ensure proper authentication, use the least privileged user with the evt_mgmt_integration role, rather than a high privileged user.
      6. SelectSave destination.
   2. Create a policy.
      1. Navigate toAlerts & AI > Alert Conditions & Policies.
      2. SelectNew Alert policyand define a policy.
      3. SelectSet up Notifications.
      4. In theAdd Channelsection selectWebhook, and then select the destination that you created in the previous substep.
      5. In thePayload templatesection, paste the following JSON payload.

         { "account_id": {{nrAccountId}}, "account_name": {{json accumulations.tag.account.[0]}}, "closed_violations_count": {{closedIncidentsCount}}, "open_violations_count": {{openIncidentsCount}}, "condition_description": "{{escape accumulations.conditionDescription.[0]}}", "condition_family_id": {{accumulations.conditionFamilyId.[0]}}, "condition_name": "{{escape accumulations.conditionName.[0]}}", "current_state": {{json state}}, "details": {{json issueTitle}}, "duration": {{#if issueDurationMs}}{{issueDurationMs}}{{else}}0{{/if}}, "event_type": "INCIDENT", "incident_acknowledge_url": {{json issueAckUrl}}, "incident_id": {{json issueId}}, "incident_url": {{json issuePageUrl}}, "metadata": { {{#if locationStatusesObject}}"location_statuses": {{json locationStatusesObject}},{{/if}} {{#if accumulations.metadata_entity_type}}"entity.type": {{json accumulations.metadata_entity_type.[0]}},{{/if}} {{#if accumulations.metadata_entity_name}}"entity.name": {{json accumulations.metadata_entity_name.[0]}},{{/if}} "section": "metadata" }, "owner": {{json owner}}, "policy_name": {{json accumulations.policyName.[0]}}, "policy_url": {{json policyUrl}}, "runbook_url": {{json accumulations.runbookUrl.[0]}}, "severity": {{json priority}}, "targets": [ { "id": "{{labels.targetId.[0]}}", "name": "{{#if accumulations.targetName}}{{escape accumulations.targetName.[0]}}{{else if entitiesData.entities}}{{escape entitiesData.entities.[0].name}}{{else}}N/A{{/if}}", "link": "{{issuePageUrl}}", "product": "{{accumulations.conditionProduct.[0]}}", "type": "{{#if entitiesData.types.[0]}}{{entitiesData.types.[0]}}{{else}}N/A{{/if}}", "labels": { {{#each accumulations.rawTag}}"{{escape @key}}": {{#if this.[0]}}{{json this.[0]}}{{else}}"empty"{{/if}}{{#unless @last}},{{/unless}}{{/each}} } } ], "timestamp": {{updatedAt}}, "violation_callback_url": {{json issuePageUrl}}, "violation_chart_url": {{json violationChartUrl}} }

      6. SelectSend test notificationto get the test event in your ServiceNow instance.
      7. SelectSave message.
      8. SelectActivate workflowto activate the workflow.
   3. Create alert conditions to apply to the policy:
      1. Navigate toAlerts & AI > Alert Conditions & Policies.
      2. SelectCreate alert condition, define the required alert details, and add it to the policy you created in the previous step.
      3. SelectSave Condition.
2. For the old console.
   1. Create a notification channel.
      1. Navigate toAlerts & AI > Notification channels.
      2. In theChannel detailstab, select theWebhookchannel type.
      3. In theBase Urltext box, enter:https://<InstanceName>.service-now.com/api/sn_em_connector/em/inbound_event?source=newrelic
      4. In the Basic Auth section, enter the user name and password of the relevant user.
         Hinweis:

         Verify the evt_mgmt_integration role is assigned to the selected user. To ensure proper authentication, use the least privileged user with the evt_mgmt_integration role, rather than a high privileged user.
      5. In theCustom Payloadsection, selectAdd Custom Payload, and select theJSONpayload type.
      6. Paste the following JSON payload into theCustom Payload.

         { "account_id": "$ACCOUNT_ID", "account_name": "$ACCOUNT_NAME", "closed_violations_count_critical": "$CLOSED_VIOLATIONS_COUNT_CRITICAL", "closed_violations_count_warning": "$CLOSED_VIOLATIONS_COUNT_WARNING", "condition_description": "$DESCRIPTION", "condition_family_id": "$CONDITION_FAMILY_ID", "condition_name": "$CONDITION_NAME", "current_state": "$EVENT_STATE", "details": "$EVENT_DETAILS", "duration": "$DURATION", "event_type": "$EVENT_TYPE", "incident_acknowledge_url": "$INCIDENT_ACKNOWLEDGE_URL", "incident_id": "$INCIDENT_ID", "incident_url": "$INCIDENT_URL", "metadata": "$METADATA", "open_violations_count_critical": "$OPEN_VIOLATIONS_COUNT_CRITICAL", "open_violations_count_warning": "$OPEN_VIOLATIONS_COUNT_WARNING", "owner": "$EVENT_OWNER", "policy_name": "$POLICY_NAME", "policy_url": "$POLICY_URL", "runbook_url": "$RUNBOOK_URL", "severity": "$SEVERITY", "targets": "$TARGETS", "timestamp": "$TIMESTAMP", "violation_callback_url": "$VIOLATION_CALLBACK_URL", "violation_chart_url": "$VIOLATION_CHART_URL" }

   2. Create a policy.
      1. Navigate toAlerts & AI > Policies.
      2. SelectNew Alert policyand define a policy.
      3. In theNotification Channelssection, selectAdd, selectWebhook, and then select the channel you created in the previous step.
   3. Create alert conditions to apply to the policy:
      1. Navigate toInfrastructure > Settings > Alerts.
      2. SelectCreate alert condition, define the required alert details, add it to the policy you created in the previous step.
      3. SelectCreate.

Ergebnisse

Alerts start flowing from the New Relic console into the Event Management plugin. The plugin extracts information from the original New Relic alert message to populate the required event fields and inserts the event into the database. In your ServiceNow AI Platform instance, navigate toAll Eventsto see the events.

Hinweis:

By default, host binding is enabled for New Relic events for all providers (Azure/AWS/GCP). If all hosts in the environment are discovered using Cloud Discovery by providing credentials and discovered resources are in the cmdb_ci_vm_object list, then the VM binding may not occur. To resolve this, you must enable theNew Relic - Generalevent rule. For further information about Event rules, see Event rules.

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