ServiceNow Events SyncPack Release Notes, version 1.2.0

The "ServiceNow Events" SyncPack version 1.2.0 adds OAuth2 support to the SyncPack and adds multiple configuration options to the "Sync Alert Details from ServiceNow to SL1" application.

The "ServiceNow Events" SyncPack contains a set of PowerFlow applications, steps, and other utilities that you can use with the ServiceNow Events Module. This SyncPack provides a bi-directional sync of SL1 Events with ServiceNow Alerts, including event creation, acknowledgment, and resolution.

This SyncPack uses the "ServiceNow Base Pack" PowerPack.

You should not use the "ServiceNow Events" SyncPack and the "ServiceNow Incidents" SyncPack on the same PowerFlow system. Also, do not use the "ServiceNow Cases" and "ServiceNow Events" SyncPacks on the same PowerFlow system.

Features Included in this Release

This release of the SyncPack includes the following features:

  • Added the following configuration options to the "Sync Alert Details from ServiceNow to SL1" application:

    • retry_max. The maximum number of times PowerFlow will retry to execute the step before it stops retrying and logs a step failure. For example, if retry_max is 3, PowerFlow will retry after 1 second, then 2 seconds, then 4 seconds, and stop if the last retry fails. The default is 0.

    • retry_jitter. When selected, instead of using a defined interval between retries, PowerFlow will retry the step execution at random intervals. The default is unselected.

    • retry_backoff. When selected, instead of using a defined interval between retries, PowerFlow will incrementally increase the interval between retries. The default is unselected.

    • retry_backoff_max. The maximum time interval for the retry_backoff option, in seconds. For example, if you have retry_max set to 15, the delays will be 1, 2, 4, 8, 16, 32, 64, 120, 240, 480, 600, 600, 600, 600, and 600. The default is 600.

  • Added OAuth2 support to the SyncPack. There are four required parameters you can add to a configuration object to facilitate OAuth2 connection to ServiceNow:

    • snow_oauth_client_id: OAuth2 Client ID from ServiceNow
    • snow_oauth_client_secret: OAuth2 Client secret from ServiceNow
    • snow_oauth_token_url: Full authentication URL, including host and protocol from ServiceNow. For example, "https://<test-instance-name>.service-now.com/oauth_token.do"
    • snow_auth_method: You can enter 'oauth' or 'http_basic' as the value. If no value is provided, 'http_basic' will be used for connection.

The configuration options listed above are only required in the configuration object if you plan to use OAuth2 to authenticate. If the values are not present in the configuration object, normal "http_basic" authentication will be used.

To view the latest manuals for the SL1 PowerFlow Platform, see the SL1 PowerFlow page. To view the latest release notes for PowerFlow, see SL1 PowerFlow Release Notes.

Known Issues

The "ServiceNow Events" SyncPack does not contain any known issues.

System Requirements

The "ServiceNow Events" SyncPack requires:

  • SL1 PowerFlow platform version: 2.4.0 or later.
  • SL1 version: 11.2.0 or later. For details on upgrading SL1, see the relevant SL1 Platform Release Notes.
  • "Base Steps" SyncPack version 1.5.5 or later.
  • "ServiceNow Base" SyncPack version: 3.8.0 or later.
  • "ServiceNow Base Pack" PowerPack version: 107 or later. You can download the PowerPack from the PowerPacks page.
  • ServiceNow version: Tokyo or later with Web Services enabled.
  • "ScienceLogic SL1: Event Integration" application version: 1.0.4.

You should always use the most recent version of a SyncPack and its certified application.

The following table lists the port access required by PowerFlow for this SyncPack:

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

Prerequisites for the SyncPack

To install this SyncPack, you must have administrator access to both SL1 and ServiceNow. Specifically, you will need:

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

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

Installing or Upgrading the SyncPack

If you are upgrading to this version of the SyncPack from a previous version, make a note of any settings you made on the various applications in this SyncPack, as these settings are not retained when you upgrade.

If you are installing the SyncPack in an offline deployment, see Installing in an Offline Environment.

A SyncPack file has the .whl file extension type. You can download the SyncPack file from the ScienceLogic Support site.

To locate and download the SyncPack:

  1. Go to the ScienceLogic Support site at https://support.sciencelogic.com/s/.
  2. Click the Product Downloads tab and select PowerPacks & SyncPacks.
  3. In the Search field, type the name of this SyncPack and select it from the search results. The Release Version page appears.
  4. On the Files tab, click the down arrow next to the SyncPack version that you want to install, and select Show File Details. The Release File Details page appears.
  5. Click the Download File button to download the SyncPack.

After you download a SyncPack, you can import it to the PowerFlow platform using the PowerFlow user interface.

To import a SyncPack in the PowerFlow user interface:

  1. On the SyncPacks page, click Import SyncPack. The Import SyncPack page appears.
  2. Click Browse and select the .whl file for the SyncPack you want to install. You can also drag and drop a .whl file to the Import SyncPack page.
  3. Click Import. PowerFlow registers and uploads the SyncPack. The SyncPack is added to the SyncPacks page.

You cannot edit the content package in a SyncPack published by ScienceLogic. You must make a copy of a ScienceLogic SyncPack and save your changes to the new SyncPack to prevent overwriting any information in the original SyncPack when upgrading.

To activate and install a SyncPack in the PowerFlow user interface:

  1. On the SyncPacks page, click the Actions button () for the SyncPack you want to install and select Activate & Install. The Activate & Install SyncPack modal appears.

    If you try to activate and install a SyncPack that is already activated and installed, you can choose to "force" installation across all the nodes in the PowerFlow system.

    If you do not see the PowerPack that you want to install, click the Filter icon () on the SyncPacks page and select Toggle Inactive SyncPacks to see a list of the imported PowerPacks.

  1. Click Yes to confirm the activation and installation. When the SyncPack is activated, the SyncPacks page displays a green check mark icon for that SyncPack. If the activation or installation failed, then a red exclamation mark icon appears.
  2. For more information about the activation and installation process, click the check mark icon or the exclamation mark icon in the Activated column for that SyncPack. For a successful installation, the "Activate & Install SyncPack" PowerFlow application appears, and you can view the Step Log for the steps. For a failed installation, the Error Logs window appears.
  3. If you have other versions of the same SyncPack on your PowerFlow system, you can click the Actions button () for that SyncPack and select Change active version to activate a different version other than the version that is currently running.

Installing in an Offline Deployment

Use the following procedure if you are installing or upgrading to version 1.2.0 of this SyncPack in an offline deployment.

This release of the SyncPack requires the following external files for an offline deployment:

  • Jinja2-2.11.1-py2.py3-none-any.whl, available at this location at pypi.org.
  • MarkupSafe-1.1.1-cp37-cp37m-manylinux1_x86_64.whl, available at this location at pypi.org.

To upload the required external files:

  1. After downloading the two required external files, SCP the files to the master node.

  2. Run the following commands on the host:

    devpi use 'https://<is_username>:<is_password>@<is_hostip>:3141/isadmin/dependencies'

    devpi login <is_username> --password=<is_password>

    cd /tmp/

    devpi upload Jinja2-2.11.1-py2.py3-none-any.whl

    devpi upload MarkupSafe-1.1.1-cp37-cp37m-manylinux1_x86_64.whl –force

    If you cannot run these commands on the host, you can instead run them on the pypiserver container.

  3. Perform a docker copy to both files (if you are running commands in the pypiserver container):

    docker cp <file1-location> $(docker ps -q -f name=iservices_pypiserver):/tmp

    docker cp <file2-location> $(docker ps -q -f name=iservices_pypiserver):/tmp

  1. Follow the steps in Installing or Upgrading the SyncPack to install and activate this SyncPack.

Installing the "ScienceLogic SL1: Event Integration" Application in ServiceNow

You must install the "ScienceLogic SL1: Event Integration" application on the ServiceNow instance to enable this SyncPack. This application is also called the "certified" or "scoped" application.

Contents of the Application

This release of the "ServiceNow Events " SyncPack requires version 1.0.4 of the "ScienceLogic SL1: Event Integration" application. Version 1.0.4 includes the following updates:

  • Added the ability to sync SL1 events with ServiceNow events using a MID server.
  • Added the ability to sync SL1 events with ServiceNow events without using a MID server.

Installing the Application

You must first request the "ScienceLogic SL1: Event Integration" application from the ServiceNow Store, and then you can install it.

The "ScienceLogic SL1: Event Integration" application requires that you have already installed the ServiceNow Event Management plugin on the target ServiceNow instance. You can request this plugin directly from ServiceNow. Also, the MID Server must be configured before you can install this application. For more information, see the ServiceNow Events SyncPack manual.

You must have a ServiceNow HI Service Account to request this application and download it onto your ServiceNow instance.

To request and install the "ScienceLogic SL1: Event Integration" application:

  1. Go to the ServiceNow Store at https://store.servicenow.com and search for "ScienceLogic SL1".
  2. Select the "ScienceLogic SL1: Event Integration" application. The detail page for the application appears.
  3. Click Get and log in with your HI credentials.
  4. After the request is approved, log in to ServiceNow as an administrator and navigate to Application Manager (System Applications > Applications).
  5. Click Downloads in the menu header or search for "ScienceLogic".
  6. Click the version drop-down for the "ScienceLogic SL1: Event Integration" application listing to make sure you are using the correct version of the application that is compatible with your version of the ServiceNow Events SyncPack.
  7. Click Install for the "ScienceLogic SL1: Event Integration" application. The installation is complete when the button changes to Installed.
  8. In the filter navigator, search for "ScienceLogic" and locate the application in the navigation menu in the left pane. You might need to log out of ServiceNow and log in again to see the updated left-hand navigation menu.

For more information about configuring the "ScienceLogic SL1: Event Integration" Application in ServiceNow and enabling Event Sync, see the ServiceNow Events SyncPack manual.

Installing the ServiceNow Base Pack PowerPack in SL1

The "ServiceNow Base Pack" PowerPack contains run book automations that you use to integrate with the ServiceNow Events module.

By default, installing a new version of a PowerPack will overwrite all content in that PowerPack that has already been installed on the target system. You can use the Enable Selective PowerPack Field Protection setting in the Behavior Settings page (System > Settings > Behavior) in SL1 to prevent the new version of the PowerPack from overwriting local changes for some commonly customized fields.

To install the latest "ServiceNow Base Pack" PowerPack in SL1:

  1. Search for and download the "ServiceNow Base Pack" PowerPack from the PowerPacks page at the ScienceLogic Support site at https://support.sciencelogic.com/s/.
  2. In SL1, go to the PowerPack Manager page (System > Manage > PowerPacks).
  3. Click the Actions button and choose Import PowerPack. The Import PowerPack modal appears.
  4. Click Browse and navigate to the "ServiceNow Base Pack" PowerPack file from step 1.
  5. Select the PowerPack file and click Import. The PowerPack Installer modal page displays a list of the PowerPack contents.
  6. Click Install. After the installation is complete, the "ServiceNow Base Pack" PowerPack appears on the PowerPack Manager page.