How do I configure Entuity to send events and incidents to ServiceNow?

To forward events from Entuity to ServiceNow

To define the 'cname' value for the ServiceNow integration

To log requests to the ServiceNowSent.log file

You can configure an EMS action to send events and/or incidents from Entuity to ServiceNow, in order to create ServiceNow events.

To forward events from Entuity to ServiceNow:

1. Click Main Menu and then Administration.
2. On the Administration page, click Event Administration.
3. On the Event Administration page, click the Rules tab.
4. Select Post Storage in the tree on the left, and then click Add Rule at the bottom of the window.
   
   
   
   
5. This will open the Add Rule window. Ensure the Type field is set to 'Generic', and that the enabled box is ticked.
6. Complete the Name and Description fields as appropriate.
7. Leave the Condition field as 'None'.
8. In the Action Steps section, click Add.
   
   
   
   
9. This will open the Add Action window. In the Type dropdown field, select 'Send to ServiceNow', which will update the window. In the Parameters field below, the 'cname' parameter will set to 'default'. Please see this section below for further help and information on this parameter.
   
   • To specify a different parameter, click Set to open the Parameter Value window.
     
     
     
     Set the Value field to the parameter that you need and click OK.
     
     
     
     
   • Click OK to save and close the Action Step.
10. Click OK to save and add the rule.

To define the 'cname' parameter value for the ServiceNow integration:

The 'cname' is defined in entuity\etc\sn.cfg. This can be found in the entuity\etc folder. The following is an example definition for this file:

[default]
port = 443
host = myhost1.service-now.com
path = /api/now/table/em_event
apiUser = Entuity
apiKey = ServiceNow

Once you have applied the file, you need to stop, configure and restart Entuity.

You can define multiple connection definitions in this configuration file, for example if you needed to send events to different ServiceNow paths. This will require a different entry for each path in the config file. The parameters for these connections are as follows:

Mandatory attributes:

• apiUser - username to be used for the connection.
• apiKey - password/key required for establishing the connection.
• path - URL path for the connection.
• host - host of the connection.

Optional attributes:

• proto - protocol to be used, either http or https. Default is https.
• trust - trust https SSL certificate, either 0 or 1. Default is 1. 0 ignores SSL trust certificate and accepts all.
• port - connection port. Default is 443.
• proxyHost - to use proxy connection.
• proxyPort - specify the proxy port. Default is 80.

To log requests to the ServiceNowSent.log file:

Each time the 'Send to ServiceNow' action is invoked, the request is logged in the file eventEngine.log. You can also specify that the response for each request be logged in ServiceNowSent.log.

Each log contains a timestamped entry for every time a ServiceNow event is raised from Entuity. The information in these entries can help with troubleshooting.

To log requests in ServiceNowSent.log:

1. Navigate to the event-engine-log4j2.properties file.
2. At line 149, change the following line:
   

   logger.SERVICE-NOW-SENT.level = INFO

   to either '= DEBUG' or '= ALL'