Introduction to the ServiceNow Service Catalog SyncPack

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This section describes the "ServiceNow Service Catalog" SyncPack, which lets you initiate a discovery session to discover devices in SL1 from ServiceNow. This SyncPack also lets you place SL1 devices into and out of maintenance mode using ServiceNow change requests.

What Can I Do with this SyncPack?

The "ServiceNow Service Catalog" SyncPack is the ScienceLogic integration with the ServiceNow Service Catalog Request Application. This SyncPack lets you initiate a discovery session to discover devices in SL1 from ServiceNow. You can also use this SyncPack to place SL1 devices into and out of maintenance mode using ServiceNow change requests.

ScienceLogic created this SyncPack to improve maintainability and certification time. This SyncPack includes the Discovery module, which was previously available with the "ServiceNow CMDB" SyncPack, and the Change module, which was available with the "ServiceNow Change Management” SyncPack.

You can use this SyncPack with or without a ServiceNow MID Server.

This SyncPack includes the following integrations:

  • Discovery Sync. The Discovery Sync integration lets you initiate a discovery session to discover devices in SL1 from ServiceNow. With Discovery Sync, you start an SL1 discovery session from ServiceNow and then sync the newly discovered SL1 devices or virtual devices and their data with ServiceNow. You can also remove devices from being monitored.

    You will need to configure the following PowerFlow applications to run the Discovery Sync:

    • Sync Catalog Requirements
    • Sync Discovery Session Status from SL1 to ServiceNow
    • Sync Service Requests from ServiceNow to SL1

  • Change Management Sync. The Change Management Sync integration facilitates event generation and moving devices in and out of maintenance mode in SL1. The SL1 event contains data about the change request from ServiceNow, including a hyperlink to the ServiceNow change record. The event is aligned with a device in SL1, and if the device is part of a business service in SL1 version 12.2.0 or later, the event displays on the Changes tab for that business service in SL1.

    You will need to configure the following PowerFlow applications to run the Change Management Sync:

    • Sync Catalog Requirements

    • Update SL1 Event With ServiceNow Change Request Info

    If using a MID Server:

    • Create or Update Maintenance Schedule from ServiceNow Trigger

    • Trigger Device Maintenance Updates via MID Server

    If you are not using a MID Server:

    • Sync Maintenance Schedules from ServiceNow to SL1

For more information, see Configuring Applications for the ServiceNow Service Catalog SyncPack.

Contents of the SyncPack

This section lists the contents of the "ServiceNow Service Catalog" SyncPack.

PowerFlow Applications

The following applications are included with the "ServiceNow Service Catalog" SyncPack, and you will need to configure these applications before you can run Discovery or Change Management Syncs:

  • Sync Discovery Session Status from SL1 to ServiceNow. Collects and processes Discovery sessions from SL1, and collects Discovery session logs.
  • Sync Service Requests from ServiceNow to SL1. Processes Discovery sessions and posts Discovery sessions and new virtual devices to SL1. Also enables device decommissioning for devices you no longer want to monitor.
  • Sync Catalog Requirements. Sends configuration data from PowerFlow to ServiceNow to use with change management and other processes.
  • Sync Discovery Templates from SL1 to ServiceNow. Syncs SL1 discovery sessions that contain a configured string to ServiceNow and creates Service Catalog templates in ServiceNow. You can use those templates for discovering or monitoring CIs.
  • Sync Maintenance Schedules from ServiceNow to SL1. Syncs maintenance windows from ServiceNow change requests (CHG)s to SL1 devices to place the synced devices into maintenance mode for the scheduled change window. If you are scheduling this application, ScienceLogic recommends that you schedule it to run every hour or so, depending on your environment. This process does not require the use of a ServiceNow MID Server.
  • Trigger Device Maintenance Updates via MID Server. Lets you sync maintenance windows from ServiceNow to SL1 using a ServiceNow Management, Instrumentation, and Discovery (MID) Server.
  • Create or Update Maintenance Schedule from ServiceNow Trigger. Handles scheduling and canceling maintenance schedules in SL1 using a trigger from a ServiceNow Management, Instrumentation, and Discovery (MID) Server. When triggered, the application gathers data about the change request in ServiceNow and generates an SL1 Event with a severity of Notice.
  • Update SL1 Event with ServiceNow Change Request Info. Updates an SL Event with ServiceNow Change Request info

Of the applications listed above, the Discovery Sync only requires you to configure:

  • Sync Catalog Requirements
  • Sync Discovery Session Status from SL1 to ServiceNow
  • Sync Service Requests from ServiceNow to SL1

The Change Management Sync requires you to configure:

  • Sync Catalog Requirements

  • Update SL1 Event With ServiceNow Change Request Info

If using a MID Server:

  • Create or Update Maintenance Schedule from ServiceNow Trigger

  • Trigger Device Maintenance Updates via MID Server

If you are not using a MID Server:

  • Sync Maintenance Schedules from ServiceNow to SL1

For more information, see Configuring Applications for the ServiceNow Service Catalog SyncPack.

PowerFlow Applications (Internal)

The following applications are "internal" applications that should not be run directly, but are automatically run by applications from the previous list. To view the internal PowerFlow applications, click the Filter icon () on the Applications page and select Show Hidden Applications. Internal applications are hidden by default.

  • Cancel Maintenance. Cancels a scheduled maintenance in SL1.
  • Create Discovery Session in SL1. Creates and starts a Discovery session in SL1 and updates the ServiceNow service request.
  • Create Maintenance. Creates a scheduled maintenance in SL1.
  • Create Virtual Device in SL1. Creates a virtual device in SL1 and updates the Requested Item (RITM) value.
  • Modify Maintenance. Updates a scheduled maintenance in SL1.
  • Post Discovery Template Data to ServiceNow. Posts the discovery template date to ServiceNow.
  • Post Attribute Rest Calls to SL1. Posts attribute REST calls to SL1.
  • Process Create Schedule Requests. Schedules and posts maintenance tasks in ServiceNow.
  • Process Remove Device Requests from ServiceNow to SL1.
  • Pull and Post Discovery Logs. Pulls Discovery session logs from SL1 and posts updates to ServiceNow.
  • Remove Maintenance. Removes a scheduled maintenance in SL1.
  • Run MySql Queries. Creates notices for event changes that come in from ServiceNow.
  • Schedule Maintenance. Creates a scheduled maintenance in SL1.
  • Update Devices and Post Maintenance Status to ServiceNow. Updates SL1 devices and posts Maintenance Status to ServiceNow.
  • Sync Configs from PowerFlow to ServiceNow. Syncs configuration data from PowerFlow to ServiceNow.
  • Sync Device Groups from SL1 to ServiceNow. Collects all device groups and group IDs from SL1 and posts device group data to ServiceNow. To prevent errors when running this application or a device sync, make sure that the device group names are not already being used by existing groups in ServiceNow.
  • Sync Organizations from SL1 to ServiceNow Dependents Table. Sends SL1 organizations to the Discovery Dependents table in ServiceNow. This is not a bi-directional sync , and SL1 is the source of truth. This sync does not interact with the core company table in ServiceNow.

Steps

  • Add External Ticket Reference to SL1Event
  • Check SL1 Device Schedules
  • Compare Organizations
  • Check SL1 Device Schedules
  • Delete Tasks or Schedules from SL1
  • Disable Devices in SL1
  • Parse SL1 Event Details
  • Post Discovery Session
  • Post Maintenance Task to SL1
  • Post Maintenance Status to ServiceNow
  • Post Remove Schedule and Task Results
  • Post Virtual Device
  • Process Change Requests
  • Process Maintenance Schedule Triggers
  • Process Maintenance Triggers
  • Pull and Process Active Discovery Sessions
  • Process Collectors and Collector Groups
  • Pull and Process Credentials from SL1
  • Reconcile SL1 Make and Model with ServiceNow
  • Process Device Templates
  • Pull and Process Discovery Sessions
  • Pull and Process PF Configs
  • Pull and Process Service Requests
  • Process Virtual Device Classes
  • Pull Change Tasks
  • Pull Devices and Validate Delete Requests
  • Pull Discovery Session Logs from PF Cache and SL1
  • Task and Schedule Call to SL
  • Update and Process Devices