Introduction to the ServiceNow Incidents SyncPack

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

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

Do not use this SyncPack and the "ServiceNow Events" or the "ServiceNow Cases" SyncPacks on the same Skylar Automation 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 Skylar One 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 Skylar One 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 Skylar One to ensure that whenever Skylar One 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 Skylar One to ServiceNow:

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

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

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

Contents of the SyncPack

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

Skylar Automation Applications

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

  • Sync Cached Events to ServiceNow. Bulk processes all of the cached Skylar One Events and posts them to ServiceNow. Sends a "Sync Success" or "Sync Failed" status update to Skylar Automation 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 Skylar One Events. Acknowledges or clears Skylar One 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 Skylar One Event" application.

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

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

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

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

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

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

Skylar Automation Application (Internal)

To view the internal Skylar Automation 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 Skylar One Events. Bulk updates Skylar One events with a given payload.