Introduction to the ServiceNow Change Management SyncPack

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This section describes the "ServiceNow Change Management" SyncPack, which is the ScienceLogic integration with the ServiceNow Change Management Module. You can use this SyncPack to place SL1 devices into and out of maintenance mode.

You do not need the ServiceNow Events Module to use this SyncPack. However, you will need to install and run the "ServiceNow CMDB" SyncPack on the same PowerFlow system as this SyncPack.

What Can I Do with this SyncPack?

The "ServiceNow Change Management" SyncPack is the ScienceLogic integration with the ServiceNow Change Management Module. You can use this SyncPack to place SL1 devices into and out of maintenance mode.

You can configure PowerFlow to generate an SL1 event when a maintenance-related change occurs. 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 11.1.0 or later, the event displays on the Change Events tab for that Business Service. This sync of proposed ServiceNow change requests to SL1 events requires the ServiceNow MID Server.

You do not need the ServiceNow Events Module to use this SyncPack. However, you will need to install and run the "ServiceNow CMDB" SyncPack on the same PowerFlow system as this SyncPack.

This SyncPack includes the following applications:

  • 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. For more information, see Syncing Device Maintenance from ServiceNow to SL1.
  • Sync Change Management Requirements. Sends configuration data from PowerFlow to ServiceNow to use with change management and other processes. For more information, see Configuring and Running the "Sync Change Management Requirements" Application in PowerFlow.
  • 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. For more information, see Scheduling Device Maintenance (No 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. For more information, see Using a MID Server to Place a Device Directly in Maintenance or Schedule a Maintenance Window.

Contents of the SyncPack

This section lists the contents of the "ServiceNow Change Management" SyncPack.

PowerFlow Applications

The following PowerFlow applications are included with the "ServiceNow Change Management" SyncPack:

  • 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. For more information, see Syncing Device Maintenance from ServiceNow to SL1.
  • Sync Change Management Requirements. Sends configuration data from PowerFlow to ServiceNow to use with change management and other processes. For more information, see Configuring and Running the "Sync Change Management Requirements" Application in PowerFlow.
  • 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. For more information, see Scheduling Device Maintenance (No 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. For more information, see Using a MID Server to Place a Device Directly in Maintenance or Schedule a Maintenance Window.

PowerFlow Applications (Internal)

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. The following applications are "internal" applications that should not be run directly, but are automatically run by applications from the previous list:

  • Cancel Maintenance. Cancels a scheduled maintenance in SL1.
  • Create Maintenance. Creates a scheduled maintenance in SL1.
  • Modify Maintenance. Updates a scheduled maintenance in SL1.
  • Process Create Schedule Requests. Schedules and posts maintenance tasks in ServiceNow.
  • Remove Maintenance. Removes a scheduled maintenance in SL1.
  • Schedule Maintenance. Creates a scheduled maintenance in SL1.