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

Preliminary requirement

To forward events from Entuity to ServiceNow

To forward incidents 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.

Preliminary requirement:

For the Send to ServiceNow action to work, you will need to install the ServiceNow Event Management plugin to your instance of ServiceNow.

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 forward incidents from Entuity to ServiceNow:

You can forward incidents to ServiceNow by setting up a global incident trigger. You can configure a global trigger so that all incidents are forwarded to the server, or configure individual triggers so that only individual incidents are forwarded:

1. Click Main Menu and then Administration.
2. On the Administration page, click Event Administration.
3. On the Event Administration page, click the Incidents tab.
4. Click Edit Global Triggers at the bottom of the window.
   
   
   
   
5. This will open the Edit Global Triggers window. Click Add.
   
   
   
   
6. This will open the Create Trigger window. Complete the Name and Description fields as appropriate (e.g. Name: 'ServiceNow', Description: 'Send incidents to ServiceNow').
   
   
   
   
7. Ensure that the On Transition To dropdown field is set to 'Any Change' so that all incidents raised against the same source are forwarded to ServiceNow.
8. In the Condition dropdown field, select 'All tests must succeed'. This will update the window. In the Tests section that appears below, click Add.
   
   
   
   
   1. This will open the Add Test window. In the Type dropdown field, select 'Groovy Script', to prevent notifications being sent to ServiceNow when the incident changes from the Closed to the Expired state (which is not of relevance to ServiceNow). This uses the following syntax:
      

      state !=4

      
      
      
      
9. In the Action Steps section, click Add.
   
   
   
   
   1. 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, ensure the 'cname' parameter is selected (which is defined in the section below) and click OK to save the Action Step.
      
      
      
      
10. Click OK to save and add the trigger.

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 <Entuity>/install/template/etc/event-engine-log4j2.properties file.
2. At line 131, change the following line:
   

   logger.SERVICE-NOW-SENT.level = INFO

   to either '= DEBUG' or '= ALL'.
3. Run configure. Making the change in this location ensures that the change is not overwritten the next time you run configure. You can also change the same line in <Entuity>/etc/event-engine-log4j2.properties file.