Introduction to the ServiceNow Incidents SyncPack

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This section describes the "ServiceNow Incidents" SyncPack, which lets you sync ServiceNow incidents with SL1 events.

This SyncPack uses the "ScienceLogic SL1: Incident Automation" certified application in ServiceNow and the latest "ServiceNow Base Pack" PowerPack in SL1.

Do not use this SyncPack and the "ServiceNow Events" or the "ServiceNow Cases" SyncPacks on the same PowerFlow system. This SyncPack is compatible with the "ServiceNow Service Graph Connector" SyncPack, version 1.0.0 or later and the "ServiceNow CMDB" SyncPack version 3.0.0 or later.

What Can I Do with this SyncPack?

The "ServiceNow Incidents" SyncPack is the ScienceLogic integration with the ServiceNow Incident Management Module, and you can use this SyncPack to sync SL1 events with ServiceNow incidents.

This SyncPack automatically logs, de-duplicates, correlates, updates, and appends ServiceNow incidents, reducing the amount of time to resolve critical service issues. This SyncPack covers the entire incident life cycle, providing a bi-directional integration between SL1 events and ServiceNow incidents, while providing a granular view into both the event and the associated incident.

For this SyncPack, you can configure a run book action policy in SL1 to ensure that whenever SL1 detects a new, acknowledged, or cleared event, a corresponding incident is created or updated in ServiceNow. These automations are included in the latest "ServiceNow Base Pack" PowerPack. For more information, see Overview of the Run Book Automation for Incident Sync.

This SyncPack includes the following applications, which you can use to synchronize event and incident information between SL1 to ServiceNow:

  • Sync Incident Details from ServiceNow to SL1 Events. Acknowledges or clears SL1 events from ServiceNow, updates the user note, and populates the incident number in the external ticket reference.

  • Sync SL1 Event to ServiceNow Incident. The "ServiceNow: Add/Update/Clear Incident" Run Book Action policy triggers this application whenever an SL1 event is created, updated, or cleared. This application processes the SL1 event, caches it to PowerFlow to allow for bulk processing for ServiceNow by the "Sync Cached Events to ServiceNow" application, and then sends a status update to SL1.

For more information about how to configure these applications, see Configuring the PowerFlow Applications.

Contents of the SyncPack

This section lists the contents of the "ServiceNow Incidents" SyncPack.

PowerFlow Applications

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

  • Sync Cached Events to ServiceNow. Bulk processes all of the cached SL1 Events and posts them to ServiceNow. Sends a "Sync Success" or "Sync Failed" status update to PowerFlow based on the result of the post. ScienceLogic recommends that you schedule this application to run every 60 seconds or longer.

  • Sync Incident Details from ServiceNow to SL1 Events. Acknowledges or clears SL1 Events from ServiceNow, updates the user note, and populates the incident number in the external ticket reference. This application also include the new user_note_template field that accepts a Jinja2 template to generate custom user notes. ScienceLogic recommends that you schedule this application to run every 60 seconds.

    In previous releases of this SyncPack, this application was named the "Sync Incident State from ServiceNow to SL1 Event" application.

  • Sync SL1 Event to ServiceNow Incident. The "ServiceNow: Add/Update/Clear Incident" Run Book Action triggers this application whenever an SL1 Event is created, updated, or cleared.

    This application processes the SL1 event, caches it to PowerFlow to allow for bulk processing for ServiceNow by the "Sync Cached Events to ServiceNow" application, and then sends a status update to SL1.

For more information, see Configuring the PowerFlow Applications for the Incidents SyncPack.

The following PowerFlow applications from previous versions of this SyncPack have been deprecated:

  • Create or Update ServiceNow Incident from SL1 Event
  • Sync Incident State from ServiceNow to SL1 Event
  • Update ServiceNow Incident when SL1 Event is Acknowledged
  • Update ServiceNow Incident when SL1 Event is Cleared

You should uninstall previous versions of this SyncPack to make sure that these applications and any other configurations have been removed.

PowerFlow Application (Internal)

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

  • Bulk Update SL1 Events. Bulk updates SL1 events with a given payload.