Introduction to the ServiceNow Cases Synchronization PowerPack

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This section describes the ServiceNow Cases Synchronization PowerPack, which lets you sync SL1 Events with ServiceNow Cases in the ServiceNow Customer Service Management (CSM) module.

You should not use the ServiceNow Cases Synchronization PowerPack and the ServiceNow Events  Synchronization PowerPack on the same PowerFlow system. Also, do not use the Cases and Incident Synchronization PowerPacks on the same PowerFlow system.

With this Synchronization PowerPack, any changes (except for acknowledgments) made to an SL1 Event is sent to ServiceNow to update the corresponding Case. Any status changes to the ServiceNow Case are synced back to the corresponding SL1 Event.

You can also use this Synchronization PowerPack in conjunction with the ServiceNow Configuration Management Database (CMDB) Synchronization PowerPack to create cases with a linked ServiceNow Configuration Item (CI).

After the 2.1.0 platform release, the Integration Service was rebranded as SL1 PowerFlow, and the Automation Builder was rebranded as SL1 PowerFlow builder.

The label "SyncPack" is used in place of "Synchronization PowerPack" in the PowerFlow user interface.

The following video explains how automated Case management in SL1 helps resolve issues quicker:

Architecture Overview for ServiceNow Synchronization PowerPacks

The following diagram details the various elements that are contained in SL1 and the PowerFlow system, and how PowerFlow sits between the core SL1 platform and an external data platform:

The following diagram provides an example of the high-level architecture of a PowerFlow system with High Availability, Disaster Recovery, and a proxy configured:

SL1 and ServiceNow Terminology

The following table lists the different names for the shared elements in SL1 and ServiceNow:

SL1 ServiceNow

Asset, Custom Attribute

Asset (ITAM)

Device

CI (Configuration Item)

Discovery Session

Service Request, Catalog Request

Event

Incident, Event, or Case (depending on the Synchronization PowerPack you are using)

Alert

Event

Organization

Company, Domain

Schedule, Maintenance Schedule

Change Request, Change Schedule

Topology, Relationships, Dynamic Component Mapping and Relationships (DCM+R)

Dependency View, Affected CIs

Dependency Map for ServiceNow Synchronization PowerPacks

The following graphic describes which Synchronization PowerPacks depend on other Synchronization PowerPacks:

For more information about the Standard Base Steps Synchronization PowerPack, see Default Synchronization PowerPacks.

Prerequisites for ServiceNow Synchronization PowerPacks

This section describes the prerequisites for the ServiceNow Synchronization PowerPacks. For more information about the specific software versions required by a ServiceNow Synchronization PowerPack, see the release notes for that Synchronization PowerPack.

To install any of the ScienceLogic ServiceNow Synchronization PowerPacks, you must have administrator access to both SL1 and ServiceNow. Specifically, you will need:

  • ScienceLogic administrator access to the Administration Portal
  • ServiceNow administrator access

If you want to upload and install multiple ServiceNow Synchronization PowerPacks at the same time, you should upload all of the Synchronization PowerPacks first, and then install them to address any dependencies between the Synchronization PowerPacks.

The following table lists the port access required by PowerFlow and this Synchronization PowerPack:

Source IP PowerFlow Destination PowerFlow Source Port Destination Port Requirement
PowerFlow SL1 API Any TCP 443 SL1 API Access
PowerFlow ServiceNow API Any TCP 443 ServiceNow API Access

ScienceLogic highly recommends that you disable all firewall session-limiting policies. Firewalls will drop HTTPS requests, which results in data loss.

Contents of the Synchronization PowerPack

This section lists the contents of the ServiceNow Cases Synchronization PowerPack.

PowerFlow Applications

The following PowerFlow applications are included with the ServiceNow CasesSynchronization PowerPack:

  • Create or Update ServiceNow Case from SL1 Event. From a new or existing SL1 Event, transforms SL1 Event data into a new or existing ServiceNow Case and then posts the Event details to ServiceNow.
  • Resolve ServiceNow Case from SL1 Event. Resolves a ServiceNow Case when an SL1 Event is cleared.
  • Sync Case or Incident State from ServiceNow to SL1 Event. Clears or updates SL1 Events when the related ServiceNow Case or Incident is updated.

Steps

The following step is included with the Synchronization PowerPack:

  • Process Cases and Incidents