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ServiceNow Integration for CMDB and Incident Creation
ServiceNow Integration for CMDB and Incident Creation
A
Written by Alex Patnick
Updated this week

From version 2022.4 Faddom can be integrated with ServiceNow to populate the CMDB database with your application maps and any servers not already showing that Faddom discovers. The data that will be imported for each server includes -

  • Hostname

  • IP address

  • OS information

  • Dependencies

  • List of the Application Maps that the servers belong to

Creating ServiceNow Incidents From Faddom

You can push Faddom alerts to ServiceNow to create incidents based on predefined criteria within the Faddom UI. For detailed instructions on how to do this, please refer to the ServiceNow section of our Notifications guide.

Prerequisites

  1. The actions below can only be performed by a user with the Admin role in the target ServiceNow instance
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  2. You need the appropriate Update Sets at the bottom of this article

Procedure

  1. Login into ServiceNow with your admin credentials
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  2. Navigate to Retrieved Update Sets
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  3. Scroll down to the bottom and click on Import Update Sets from XML. For more information see the ServiceNow documentation on Update Sets
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    Import_links.png

  4. Upload the XML file Faddom_ServiceNow_Integration_v2.xml and click Upload
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    Upload_sets.png

  5. The XML file should appear in Retrieved Update Sets as below
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    Upload_sets2.png

  6. Open the record
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  7. Click on Preview Update Set in the top left or right
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    Preview_US.png

  8. After previewing, click on Commit Update Set on the top right or left bottom
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    Commit.png

  9. Ensure the update set has been committed
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  10. Navigate to the table by typing sys_auth_profile_basic.list in the Application Navigator and pressing enter
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    Search.png

  11. From this table, search for Faddom API Auth
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    Faddom_API_Auth.png

  12. Input your Faddom credentials
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  13. Search for Rest Messages in the Application Navigator
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  14. Search for Faddom CIs and open the record
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    CIs.png

  15. Scroll down at the bottom to HTTP Method
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  16. Open these methods one by one and replace 0.0.0.0 with the IP address of the Faddom server. If Faddom does not have direct access to ServiceNow, you will need to use a ServiceNow MID Server to provide connectivity to the segment of your network where Faddom resides.
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  17. After updating it, you can test the HTTP Method by clicking on the ‘Test’ button under Related Links
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    HTTP.png

  18. Once all the HTTP methods are working fine and returning the HTTP Status code as 200, move to the next step. If you have any other issues see the Troubleshooting section
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  19. Navigate to the Scheduled Script Execution table by typing sysauto_script.list in the Application Navigator
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  20. Right-click on any Column header and click on Import XML
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    Import.png


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  21. Upload Get Faddom Business Apps Job.xml
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  22. Repeat steps 19-21 to upload the following XML:

    • Get Faddom Servers Job.xml

    • Get Faddom Servers Relationships Job.xml

    • Get Faddom Application Server Relationships Job.xml

    • Delete All Faddom Tagged Records.xml (to ensure data is synchronized. See Refreshing Data Imported From Faddom Manually)
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  23. Navigate to table sysauto_script again by typing sysauto_script.list to check all the four jobs mentioned in the above steps
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    Check.png

  24. To upload the data the first time, you can click on Execute Now for every job in the following order:
    a. Delete All Faddom Tagged Records.xml
    b. Get Faddom Business Apps Job
    c. Get Faddom Servers Job
    d. Get Faddom Servers Relationships Job
    e. Get Faddom Application Server Relationships Job

  25. Click on each job and edit the Run, Schedule, TimeZone, and Time as per your business need. Also, you can execute these jobs on an ad-hoc basis by clicking on Execute Now in the top right or bottom left. Ensure the timing is the same as the above order.

    schedule.png

  26. To check the records created navigate to the following tables:
    ​cmdb_ci_business_app -> Business Applications
    cmdb_ci_server -> Servers
    cmdb_rel_ci -> Relationships
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  27. To Navigate to the above tables type tableName.list in the Application Navigator.
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    Picture1.png

  28. You can then filter the records based on the Name or the Created dates or as per your search criteria. For applying search criteria, click the Filter button, apply your conditions, and finally click Run.
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    filter.png

  29. You can also filter the records based on Tags created by Faddom Integration using the following criteria
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    Picture2.png

  30. If you want to check logs after the execution of jobs, you can navigate to System Logs -> System Log -> All and apply a filter Created on Today and Source is Faddom to see the logs related to Faddom
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    logs.png

Refreshing Data Imported From Faddom Manually

  1. Ensure that the Delete All Faddom Tagged Records.xml record set is imported and committed. (see steps 1-20 above)
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  2. Navigate to System Navigator -> Fix Script
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  3. Search for Faddom Delete CIs
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  4. Open the above script
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  5. Click on Run Fix Script
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    Picture3.png


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  6. Click on Proceed or Proceed in Background on the popup
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    Picture4.png

  7. Verify in the respective tables if the records have been deleted
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  8. Follow Step 25 above if you wish to schedule the deletion job of Faddom CIs
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    Picture5.png

  9. Manually re-rerun the previously uploaded order as per Steps 21-22.

Troubleshooting

    1. If your HTTP methods are returning an SSL certificate error, can change the following under System Property:
      a. Set com.glide.communications.httpclient.verify_hostname to False
      b. Set ‘com.glide.communications.trustmanager_trust_all to True
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      ​      However, this is not recommended by ServiceNow and the other option is to install a self-signed SSL certificate on the Faddom server. You can do this by following our guide on Changing the Faddom server SSL certificate
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  2. To update the above System Properties, navigate to the System Properties table by typing sys_properties.list in the Application Navigator. Search for the above properties and mark them true/false as per requirements
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    Note: Just make changes to System Properties in your lower instance temporarily as it might affect the security of your instance or contact the ServiceNow Admin team before making any changes

Update Sets

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