Supported Target Versions
ServiceNow: Utah, Vancouver, Washington DC

ServiceNow integration with OpsRamp is a bi-directional integration supporting the following types of integration:

  • Incident integration: An OpsRamp incident can be viewed in ServiceNow. Or, a ServiceNow incident can be viewed in OpsRamp.
  • CMDB integration: OpsRamp resources can be integrated with third-party configuration item (CI) entities.

For ServiceNow Utah (or later) version, the recommendation is to use the ServiceNow Store method. For earlier versions, use the standard integration method.

Prerequisites

The following is required to integrate using the ServiceNow Store:

  • Valid ServiceNow Store user credentials
  • Valid OpsRamp user credentials
  • Download the OpsRamp integration from the ServiceNow Store

Download the OpsRamp integration from the ServiceNow Store

OpsRamp is available under the certified apps category on the ServiceNow Store.

  • The OpsRamp-ServiceNow integration is certified to support the latest ServiceNow version, Washington DC.
  • The prior versions (Vancouver and Utah) are also supported.

Download and install OpsRamp integration from the ServiceNow Store. To view the OpsRamp integration, go to System Applications > My Company Applications on the ServiceNow Service Management page.

ServiceNow incident management integration

Using incident integration, you can view an OpsRamp incident in ServiceNow and vice versa. An OpsRamp incident can be viewed in ServiceNow or a ServiceNow incident can be viewed in OpsRamp. Both scenarios require the Service Desk Priority matrix is configured.

OpsRamp Configuration

This section describes the configuration steps for ServiceNow Incident management integration.

  1. To select your client, navigate to All Clients, and click the Client/Partner dropdown menu.
    Note: You may either type your client’s name in the search bar or select your client from the list.

  2. Navigate to Setup > Account. The Account Details screen is displayed.

  3. Click Integrations. The Installed Integrations screen is displayed with all the installed applications.
    Note: If you do not have any installed applications, you will be navigated to the Available Integrations page with all the available applications along with the newly created application with the version.

  4. Click +ADD on the Installed Integrations page. The Available Integrations page displays all the available applications along with the newly created application with the version.

  5. Search for the application using the search option available. Alternatively, use the All Categories option to search.

  6. Click ADD in the ServiceNow application.

  7. In the INBOUND tab, do the following:

    1. In the AUTHENTICATION section:
      1. Select authentication type as OAuth2 and click GENERATE KEY.
        • Take note of the Tenant ID, Key and Secret.
          These details are used in ServiceNow to create the OAuth provider.

  8. Click NEXT.

  9. In the OUTBOUND tab:

    1. Click add in the CONFIGURATION section and enter the following information:
      1. Base URI: https://{servicenow-subdomain}.com.
        For example: https://demo.servicenow.com
      2. Notification type: REST API
      3. Authentication type: OAuth2
      4. Grant Type: Password Credentials
      5. Access Token: URL:https://{servicenow-subdomain}.com/oauth_token.do
        For example: https://demo.servicenow.com/oauth_token.do
      6. Add Key, Secret, Username and Password.
      7. Enter the scope.
      8. Click ADD CONFIGURATION.
    2. In the EVENTS section, follow these steps to create an integration event:

      1. Click +ADD. The ADD EVENT page is displayed.

        Add event screen

      2. Enter a name for the integration event.

      3. Select the Entity, Entity Type, and Entity type event from the drop-down lists.

        ADVANCED SETTINGS (Optional):

        1. Click on the down arrow.
        2. Select ALL or ANY option.
        3. Click on +ADD.
        4. Provide the property, Operator, and Value as filters.
        5. Click on Save.

        ACTIONS:

        • Select the Use parent configuration option to inherit parent configuration.

        1. Enter the End Point URL.

        2. Select the Notification Type. Available options are REST API and SOAP API.

        3. Select the Authentication Type. Based on the Notification Type selected, the Authentication Type differs. Available options are Basic, OAuth2, JWT, None.

        4. Select the Web Method.

          HEADERS:

          1. Enter attribute and value.
          2. Enter the payload.

          RESPONSE: To parse the properties returned in response for the configured API payload, select the property from the dropdown and enter the value, and click SAVE.
          Note: A custom attribute already configured as response for a given integration is not available when configuring another event.
          To use the custom attribute, remove the existing mapping from the integration to make the custom attribute available for mapping as response.
          ATTACHMENT (Optional): Enter the details: Process Type, Attachment Endpoint URL, and Web Method.
          ATTACHMENT HEADERS:

          1. Select the Name and enter the Value and click SAVE.
          2. Enter the Attachment Payload in the field.
          3. Enter the Key and Value under Attachment Response.

      4. Click ADD EVENT.

    1. FAILURES
      Follow these steps to configure integration failure:

      1. Click Add in the FAILURES section and enter the following information:
      2. Select Notify type as Email.
      3. Enter the email addresses in To and CC fields, and click ADD FAILURE NOTIFICATIONS.

      In case of an integration failure, an Email is sent to the respective user.

  10. Click FINISH.

    Actions on an Event

    You can perform various actions on an event.

    1. Hover over the event and click the actions (three dots) icon.
      Actions on event
    2. Select the required action like Edit, Save as, Validate, Remove.
      • Copy Id: To copy the Event Id.
      • Edit: To update the event.
      • Save as: Copy of an event. Use this copy to create another event.
      • Validate: Validate if the event is successful. Enter the details: JSON or Form and click Validate. A success response is generated if the event is successful.
      • Remove: To remove the event.

Integration response mapping configuration:
Response mapping configuration is mainly based on the response payload that is received in third party payload; below are a few examples for response mapping configuration -

Integration event payloads

Refer to the integration event payload below to create an incident in ServiceNow.

Create an incident in ServiceNow:

FieldsValues
Endpoint URLhttps://{subdomain}.com/api/now/import/x_opra_opsramp_int_opsramp_incident
Headers
  • Accept: application/json
  • Content-Type: application/json
MethodPOST

Example request

{
 "caller_id": "6816f79cc0a8016401c5a33be04be441",
 "status": "$incident.status.name",
 "impact": "$incident.businessImpact.name",
 "urgency": "$incident.urgency.name",
 "subject": "$incident.subject",
 "description": "$incident.impact",
        "opsramp_incident_id": "$incident.uniqueId"
}

Example response

{
 "import_set": "ISET0013148",
 "staging_table": "x_opra_opsramp_int_opsramp_incident",
 "result": [{
  "transform_map": "OpsRamp Incident Trans Map",
  "table": "incident",
  "display_name": "number",
  "display_value": "INC0979030",
  "record_link": "https://{subdomain}.com/api/now/table/incident/c4372d5e0f971200500c00dce1050e56",
  "status": "inserted",
  "sys_id": "c4372d5e0f971200500c00dce1050e56"
 }]
}

Customize configuration in ServiceNow

ServiceNow Kingston version supports OAuth2.0 authentication.

Prerequisite

If integration is at the partner level, a custom field to save the OpsRamp client id should already be created in the Company form with the name OpsRamp Client ID. To make the details visible, edit the company form layout and update it with the OpsRamp Client ID. For example, client_1.

This information is used in the business rule script to route incidents to the OpsRamp client.

Considerations

A custom field to save the OpsRamp Incident ID is already created in the Incident form with the name ‘OpsRamp Incident ID’. To make the details visible, edit the incident form layout.

Note: By default, Business rules are made inactive to stop any unnecessary triggering of rules. You would need to enable them and add specific conditions to support it.

Configuring the OpsRamp API in ServiceNow involves the following steps:

  1. Modify custom fields.
  2. Modify OAUTH detail.
  3. Modify the REST message.
  4. Modify the business rule script with OpsRamp Client ID.
  5. Optionally, add a more field.

Modify custom fields

To change a custom field, do the following:

  • View OpsRamp Incident ID custom field
  • Modify OpsRamp Client ID custom field

To view an Incident ID custom field

You can view custom fields in the ServiceNow incident table to save the OpsRamp Incident ID in a ServiceNow incident. Configure the Form Layout to ensure the OpsRamp Incident ID column is visible in the Incident form.

To change an OpsRamp Client ID custom field

Configure the Form Layout so the OpsRamp Client ID is visible in the Company form. From the OpsRamp Client ID custom field, update the OpsRamp Client ID column for each company in ServiceNow.

Company Custom Field
  • If integration is performed at the client level, the OpsRamp Client ID does not have to be modified.
  • If integration is performed at the partner level, a custom field to save the OpsRamp Client ID is already created in the ‘Company’ form with the name ‘OpsRamp Client ID’. Edit the Company form layout to make it visible in the Company form and update with the OpsRamp equivalent Client ID. This ID is used in a business rule script to route incidents to the client in OpsRamp. For example, Client_1023.

Modify OAUTH

The process of configuring OAuth in ServiceNow involves the following steps:

  1. Creating a user account
  2. Modifying an OAuth provider
Create a user account

To create a user account:

  1. Click Organization in the left pane and click Users.
  2. Select New to create a new user.
  3. Enter the user details and click Submit.
  4. In the User profile and on the Roles tab, click Edit.
  5. On the Edit Members page under Collection, search for x_opra_opsramp_int.admin.
  6. Select x_opra_opsramp_int.admin and click Save.
Modify the OAuth provider

An OAuth provider should be configured before configuring the OpsRamp OAuth details to call APIs from ServiceNow.

Prerequisite: Do the inbound configuration in OpsRamp before modifying an OAuth provider.

To change the OAuth provider:

  1. Click System OAuth in the left pane followed by Application Registry.
  2. In the center pane, search for OpsRamp OAuth Provider and click to edit.
  3. View and change the details in the Application Registries page as mentioned:
    • Client ID: Enter the OpsRamp OAuth2.0 key copied from OpsRamp.
    • Client Secret: Enter OpsRamp OAuth2.0 secret copied from OpsRamp.
    • Token URL: Update OpsRamp OAuth token URL with https://{Your OpsRamp domain}/auth/oauth/token. For example, https://api.opsramp.com/auth/oauth/token.
  4. Click Update to save the details.

Modify the REST message

These REST messages are called in a business rule script when certain conditions are met based on configuration settings. To change the REST message before configuring OpsRamp API details, do the following:

  1. Modify the endpoint in the REST message.
  2. Modify the endpoint in the REST message HTTP methods.
Modify the endpoint in the REST message
  1. Log into ServiceNow.
  2. Click System Web Services in the left pane.
  3. Search OpsRamp Incident REST and click Edit.
  4. Modify the details for the REST message: Endpoint: https://{your OpsRamp domain}. For example, https://api.opsramp.com
  5. Click Submit to save the details.
Modify the REST message HTTP methods

After modifying the REST message, change the HTTP methods.

To change the HTTP methods:

  1. From the Rest Message OpsRamp Incident REST page, go to the HTTP Methods tab.

  2. Change the Endpoint in the REST message HTTP methods for Create Incident and Update Incident.

    Syntax: https://{your OpsRamp domain}/api/v2/tenants/${tenantId}/incidents Example: https://api.opsramp.com/api/v2/tenants/${tenantId}/incidents

  3. Click Update.

The placeholder for the endpoint is replaced in the business rule script.

Modify the business rule script with the OpsRamp Client ID

A business rule is a server-side script that is run to display, insert, update, or delete a record or to query a table.

To call OpsRamp APIs when an incident is created or updated, with details configured in REST messages section:

  1. Define the conditions to trigger the rule.
  2. Enter the script to invoke the API.

To configure a business rule:

  1. Click System Definition in the left pane and select Business Rule.

  2. Search for the business rule OpsRamp Incident BR and click to edit. From the Business Rule page, enter the following information.

  3. When to run: Specify when to run the business rule.

    • Filter Conditions: Change the user name for the following conditions replacing it with the user created while modifying OAUth:

      • Created by is not a system administrator and/or

      • Updated by is not a system administrator

        This filter condition is provided to avoid looping by invoking the integration back to OpsRamp when the OpsRamp API creates or updates CI in ServiceNow. The system administrator is the user-created during authentication.

    • Advanced: Modify the Script with the following considerations:

      • If integration is at the OpsRamp client level, navigate to the line with the text var opsRampClientId = 'client_392' and replace it with the OpsRamp Client ID.

      • If integration is at the OpsRamp partner level,

        • Go to the line with the text var opsRampClientId = current.company.x_opra_opsramp_int_opsramp_client_id and uncomment that line.
        • Navigate to line with string var opsRampClientId = 'client_392' and comment this line.

  4. Click Update.

If the activity has multiple rules running at the same time, rules are executed from low order to high order.

(Optional) Add more fields

In the default configuration, only required fields are added in a payload. Additional fields can be added to support specific requirements.

To update an import set and transform an existing map, do the following steps:

  • Modify import sets
  • Modify the transform map
Modify import sets

Import sets allow importing of data from various data sources and the mapping of data into ServiceNow tables. The staging table needs to be modified to add OpsRamp incident fields.

To add OpsRamp incident fields:

  1. Click System Definition in the left pane and click Tables.
  2. Search for table name x_opra_opsramp_int_opsramp_incident and click the label to edit.
  3. From the Columns section, click New to create new fields.
  4. Enter details about the new record and click Submit.

These fields are to be used in a payload configured for OpsRamp integration events to send data from OpsRamp.

Modify the transform map

After adding new fields, add mapping for these fields in the transform maps section.

To change the transform map:

  1. Click System Import Sets in the left pane and click Transform Maps.

  2. Search for source table column with the name x_opra_opsramp_int_opsramp_incident.

  3. Click the name x_opra_opsramp_int_opsramp_incident to edit.

  4. Select the transform map created in the OpsRamp Incident Trans Map from the Map drop-down.

  5. Click New on the Field Maps page.

  6. Create a map for the following fields:

    • Map: OpsRamp Incident Trans
    • Map Source Table: OpsRamp Incident[x_opra_opsramp_int_opsramp_incident]
    • Target Table: Incident
    • Source Field: Select the field created under Modify Import Sets
    • Target Field: ServiceNow Incident field to map
    • Coalesce: Inactive
    • Use Source Script: Inactive

Incidents from ServiceNow are now available for viewing in OpsRamp (and in ServiceNow).

CMDB integration

For ServiceNow CMDB integration, this topic explains the process of integrating ServiceNow with OpsRamp.

OpsRamp configuration

This section describes the configuration steps for ServiceNow CMDB integration.

  1. To select your client, navigate to All Clients, and click the Client/Partner dropdown menu.
    Note: You may either type your client’s name in the search bar or select your client from the list.

  2. Navigate to Setup > Account. The Account Details screen is displayed.

  3. Click Integrations. The Installed Integrations screen is displayed with all the installed applications.
    Note: If you do not have any installed applications, you will be navigated to the Available Integrations page with all the available applications along with the newly created application with the version.

  4. Click +ADD on the Installed Integrations page. The Available Integrations page displays all the available applications along with the newly created application with the version.

  5. Search for the application using the search option available. Alternatively, use the All Categories option to search.

  6. Click ADD in the ServiceNow application.

  7. In the INBOUND tab select authentication type as OAUTH2 and click GENERATE KEY. Note the Tenant ID, Key, and Secret, which are used in ServiceNow to Modify OAuth Provider.

  8. Click NEXT.

  9. In the OUTBOUND tab, enter the Prerequisite: If using the ServiceNow Store, enter the following details: Key, Secret, Username, and Password. Search for OAuth Client in ServiceNow for more information.

  10. Click add in the CONFIGURATION section and enter the following information. Configure basic notification details to trigger events defined:

    1. Base URI: Base URL of ServiceNow Instance (Example: https://demo2577.service-now.com)
    2. Notification type: REST API
    3. Authentication type: OAUTH2
    4. Grant Type: Password Credentials
    5. Access Token URL: Access Token URL of ServiceNow Instance. For example, https://{subdomain}.com/oauth_token.do.
    6. Key, Secret, Username, and Password.
    7. Enter the scope.
    8. Click ADD CONFIGURATION.

  11. In the EVENTS section, click +ADD, which displays the ADD EVENT page. Follow these steps to create an integration event:

    1. Enter a name for the integration event.

      Event configuration screen

    2. Select the Entity, Entity Type, and Entity type event from the drop-down lists.

      ADVANCED SETTINGS (Optional):

      1. Click on the down arrow and click on +ADD.
      2. Provide the property, Operator, and Value as filters.
      3. Click on Save.

      ACTIONS:

      • Select the Use parent configuration option to inherit parent configuration.

      1. Enter the End Point URL.
        Example: https://demo2577.service-now.com/api/now/import/x_opra_opsramp_int_opsramp_ci)

      2. Select the web method as POST.

        HEADERS:

        1. Enter attribute and value.
        2. Enter the payload for the action.

        RESPONSE (Optional):

        1. Click +ADD and enter/select the response name and value.
          Note: The fields available in the response payload can be mapped against the value of the response header.
          Example: See Integration response mapping configuration for more information.
        2. Click SAVE to save the response name.
          • Click +ADD to add more responses.
          • You cannot enter more than four responses.

    3. Click ADD EVENT.

  12. FAILURES
    Follow these steps to configure integration failure:

    1. Click Add in the FAILURES section and enter the following information in the FAILURE NOTIFICATIONS window:
      1. Select Notify type as Email.
      2. Enter the email addresses in To and CC fields.
      3. Click ADD FAILURE NOTIFICATIONS.

    In case of an integration failure, an Email is sent to the respective user.

    Integration response mapping configuration

    Response mapping configuration is mainly based on the response payload that is received in third party payload; below are a few examples for response mapping configuration -

    1. sample response payload to mapping the id in response mapping:

      {
"id":"INC0001",
"type":"incident",
"tool":"servicedesk"
}

      external ticket id = $id
      We need to append $ to the value

    2. sample response payload to mapping the id in response mapping:

      {
"result":{
"id":"INC0001",
"type":"incident",
"tool":"servicedesk"
    }
}

      external ticket id = $result.id

    3. Sample response payload to mapping the id in response mapping

      {
       "result":[
          {
             "ticketDetails":{
            "id":"INC0001",
            "type":"incident",
            "tool":"servicedesk"
      },
         "Description":{
            "display_value":"testing description",
            "value":"validating"
         }
      }
   ]
}

      external ticket id = $result[0].ticketDetails.id

    4. sample response payload to mapping the Incident Number in response mapping

      {
  "result": {
  "Incident Number": "INC0001",
  "type": "Incident"
  }
}

      external ticket id = $result[‘Incident Number’]

CMDB integration event payloads

In event configuration, you can define web methods, payload data, and endpoint URL to post the data to ServiceNow.

FieldsValues
Endpoint URL{ServiceNow Base URI}/api/now/import/x_opra_opsramp_int_opsramp_ci (Example: https://demo2577.service-now.com/api/now/import/x_opra_opsramp_int_opsramp_ci)
Headers
  • Accept: application/json
  • Content-Type: application/json
MethodPOST

Refer to the integration event payload below to create CMDB in ServiceNow.

Example CMDB request

{
 "caller_id": "6816f79cc0a8016401c5a33fdfdbe07441",
 "opsramp_resource_id": "$defaultresource.uniqueId",
 "ipaddress": "$defaultresource.ipAddress",
 "macaddress": "$defaultresource.macAddress",
 "dnsname": "$defaultresource.dnsName",
 "hostname": "$defaultresource.name",
 "make": "$defaultresource.make",
 "model": "$defaultresource.model",
 "resourcetype": "$defaultresource.resourceTag.name",
 "systemuid": "$defaultresource.systemUID"
}

Example CMDB response

External Entity ID : $result[0].sys_id

Example CMDB response from ServiceNow

{
 "import_set": "ISET0010019",
 "staging_table": "x_opra_opsramp_int_opsramp_ci",
 "result": [{
  "transform_map": "OpsRamp CI Trans Map",
  "table": "cmdb_ci",
  "display_name": "name",
  "display_value": "Test_CI",
  "record_link": "https://demo.service-now.com/api/now/table/cmdb_ci/7a528149db8e27808fad9b3c8a961978",
  "status": "inserted",
  "sys_id": "7a528149db8e27808fad9b3c8a961978"
 }]
}

ServiceNow custom configuration

ServiceNow Kingston version supports OAuth2.0 authentication.

CMDB prerequisite

If integration is at the partner level, a custom field to save OpsRamp Client ID is already created in Company form with the name OpsRamp Client ID. Edit the company form layout to make its details visible and update with the OpsRamp Client ID. For example, client_1.

The details are used in the business rule script to route incidents to the right client in OpsRamp.

CMDB considerations

A custom field to save the already-created OpsRamp Resource ID in the cmdb_ci form with the name OpsRamp Resource ID.

Configuring the OpsRamp API in ServiceNow involves the following steps:

  1. Modifying Custom Fields
  2. Modifying OAUTH Detail
  3. Modifying REST Message
  4. Modifying Business Rule Script with OpsRamp Client ID
  5. (Optional) Adding Additional Fields

Modify custom CMDB fields

Modifying custom fields involves the following:

  • Viewing OpsRamp Resource ID custom field
  • Modifying OpsRamp Client ID custom field
View OpsRamp Resource ID custom CMDB field

Examine the custom fields in the ServiceNow cmdb_ci table to save the OpsRamp resource ID in ServiceNow CI. Configure the Form Layout to ensure the OpsRamp Resource ID column is visible in the CI form.

Modify OpsRamp client ID custom CMDB field

If integration is at the partner-level, a custom field is created to save the Client ID with the name OpsRamp Client ID. Edit the Company form layout to make the Company form visible and update with the OpsRamp equivalent Client ID. For example, Client_1023.

This ID is used in the business rule script to route incidents to the designated client in OpsRamp.

If integration is performed at the client-level, the OpsRamp Client ID does not have to be modified.

Configure Form Layout to ensure the OpsRamp Client ID column is visible in the Company form. After creating the OpsRamp Client ID custom field, update the OpsRamp Client ID column for each company in ServiceNow.

Modify CMDB OAUTH

To configure OAUTH2.0 in ServiceNow:

  1. Create a user account
  2. Modify the OAuth provider
Create a CMDB user account

To create a user account:

  1. Click Organization in the left pane and click Users.
  2. Select New to create a new user.
  3. Enter the user details and click Submit.
  4. In the User profile, click the Roles tab and click Edit.
  5. From the Edit Members page, search for x_opra_opsramp_int.admin under Collection.
  6. Assign x_opra_opsramp_int.admin and click Save.
Modify the CMDB OAuth provider

OAuth provider is required to configure OpsRamp OAuth details to call APIs from ServiceNow. Do the Inbound Configuration in OpsRamp before creating the OAuth provider.

To configure an OAuth provider:

  1. Click System OAuth in the left pane and click Application Registry.

  2. Search for OpsRamp OAuth Provider and click to edit.

  3. Modify the following details:

    • Client ID: Enter OpsRamp OAuth2.0 key copied from OpsRamp.
    • Client Secret: Enter OpsRamp OAuth2.0 secret copied from OpsRamp.
    • Token URL: Enter OpsRamp OAuth token URL – https://{Your OpsRamp domain}/auth/oauth/token. For example, https://api.opsramp.com/auth/oauth/token.

  4. Click Update to save the details.

Modify the CMDB REST message

REST messages are required to configure the OpsRamp API details. These REST messages are invoked in the business rule script depending on specific criteria.

Modifying REST message involves the following steps:

  1. Modify an endpoint in the REST message
  2. Modify an endpoint in the REST message HTTP methods
Modify the endpoint in the REST message for CMDB

  1. Log into ServiceNow.

  2. Click System Web Services in the left pane and click REST Message.

  3. Search for OpsRamp CI REST and click Edit.

  4. Modify the following details for the REST message:

    • Change Endpoint in the REST message definition.
    • Change Endpoint in the REST message HTTP methods (Create CI and Update CI)

  5. Click Submit to save the details.

Modify the CMDB HTTP methods

After modifying the REST message, change the HTTP methods as follows:

  1. From the Rest Message OpsRamp CI REST page, navigate to the HTTP Methods tab.

  2. Change the endpoint in the REST message HTTP methods for Create Incident and Update incident.

    • Syntax: https://{your OpsRamp domain}/api/v2/tenants/${tenantId}/incidents
    • Example: https://api.opsramp.com/api/v2/tenants/${tenantId}/incidents)

  3. Click Update.

The placeholder in Endpoint is replaced in the business rule script.

Modify the business rule script with the OpsRamp Client ID

A business rule is a server-side script that is run to display, insert, update, or delete a record (or to query a table).

To call OpsRamp APIs (details configured in the EST messages section) when a configuration item is created or updated, do the following:

  • Define the conditions to trigger the rule
  • Enter the script to invoke the API

To configure a business rule:

  1. Click System Definition in the left pane and click Business Rule.

  2. Search for the name OpsRamp CI BR and click the name to edit.

  3. From the Business Rule page, provide when to run: Change the user name in Filter Conditions.

  4. Replace the user name with the user created while modifying OAUth:

    • Created by is not the system administrator and/or

    • Updated by is not the system administrator.

      Note that this filter condition is given to avoid looping so when OpsRamp API created or updated the incident in ServiceNow, the script did not invoke the integration back to OpsRamp, and the system administrator is the user created during authentication.

    • Advanced: Modify the script with the following considerations:

      • If integration is at the OpsRamp client level, navigate to the line with text var opsRampClientId = 'client_1341' and replace it with the OpsRamp Client ID.

      • If integration is at OpsRamp partner level,

        • Go to the var opsRampClientId = current.company.x_opra_opsramp_int_opsramp_client_id line and uncomment the line.
        • Navigate to the var opsRampClientId = 'client_1341' line and comment out the line.

(Optional) Add more CMDB fields

As part of default configurations, only required fields are added in a payload. You can add more fields according to specific requirements. Update the Import set and transform maps that are already created with these steps:

  1. Modify the import sets.
  2. Modify the transform map.
Modify CMDB import sets

Import sets allow data to be imported from various data sources and mapped into ServiceNow tables. A staging table needs to be modified to add OpsRamp incident fields.

To add new fields:

  1. Click System Definition in the left pane and click Tables.
  2. Search for the table name x_opra_opsramp_int_opsramp_ci and click the name to edit.
  3. From the Columns section, click New to create new fields.
  4. Enter details about the new record and click Submit.

These fields are to be used for payloads configured for OpsRamp integration events.

Modify transform map

After adding new fields, make sure to add mapping for these fields in the Transform maps section.

To change a transform map:

  1. Click System Import Sets on the left pane and click Transform Maps.

  2. Search for the source table column x_opra_opsramp_int_opsramp_ci and click the name to edit.

  3. Go to Field Maps and click New to create mappings for newly created fields.

  4. Create the map with the following considerations:

    • Map: OpsRamp CI Trans
    • Map Source Table: OpsRamp CI[x_opra_opsramp_int_opsramp_ci]
    • Target Table: Configuration Item[cmdb_ci]
    • Source Field: Select the field created when the import sets were modified
    • Target Field: ServiceNow Incident field to map
    • Coalesce: Inactive Use Source Script: Default

Monitoring of Integration

Assign a template from the Monitoring of Integration tab, if you want to monitor integration failures. See monitoring integration failures for more information.

Audit Logs

View logs from the Audit Logs tab. You can view if the event was successful or not.

External reference