Installing the Events SyncPack

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This section describes how to install the "ServiceNow Events" SyncPack and the other applications needed to use the SyncPack, including the "ScienceLogic Skylar One: Event Integration" application and the "ServiceNow Base Pack" PowerPack.

Skylar One and ServiceNow Terminology

The following table lists the different names for the shared elements in Skylar One and ServiceNow:

Skylar One ServiceNow

Asset, Custom Attribute

Asset (ITAM)

Device

CI (Configuration Item)

Discovery Session

Service Request, Catalog Request

Event

Incident, Event, or Case (depending on the SyncPack you are using)

Alert

Event

Organization

Company, Domain

Schedule, Maintenance Schedule

Change Request, Change Schedule

Topology, Relationships, Dynamic Component Mapping and Relationships (DCM+R)

Dependency View, Affected CIs

Dependency Map for ServiceNow SyncPacks

The following graphic describes which SyncPacks depend on other SyncPacks:

For more information about the "Base Steps" SyncPack, see Default SyncPacks.

Prerequisites for ServiceNow SyncPacks

This section describes the prerequisites for the ServiceNow SyncPacks. For more information about the specific software versions required by a ServiceNow SyncPack, see the latest release notes for this SyncPack on the SyncPack Release Notes page.

To install any of the ScienceLogic ServiceNow SyncPacks, you must have administrator access to both Skylar One and ServiceNow. Specifically, you will need:

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

If you want to upload and install multiple ServiceNow SyncPacks at the same time, you should upload all of the SyncPacks first, and then install them to address any dependencies between the SyncPacks.

The following table lists the port access required by Skylar Automation and this SyncPack:

Source IP Skylar Automation Destination Skylar Automation Source Port Destination Port Requirement
Skylar Automation Skylar One API Any TCP 443 Skylar One API Access
Skylar Automation ServiceNow API Any TCP 443 ServiceNow API Access

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

Downloading and Installing the SyncPack

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

If you are installing or upgrading to the latest version of this SyncPack in an offline deployment, see Installing or Upgrading in an Offline Environment to ensure you install any external dependencies.

To locate and download the SyncPack:

  1. Go to the ScienceLogic Support Center at https://support.sciencelogic.com/s/.
  2. Go to the SyncPacks page (Skylar Automation > SyncPacks).
  3. In the Search field, search for the 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 the SyncPack, you can import it to your Skylar Automation system using the Skylar Automation user interface.

Importing the SyncPack

You must import and install the "ServiceNow Base" SyncPack before uploading and installing this SyncPack.

To import a SyncPack in the Skylar Automation user interface:

  1. On the SyncPacks page () of the Skylar Automation user interface, 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. Skylar Automation registers and uploads the SyncPack. The SyncPack is added to the SyncPacks page.
  4. You will need to activate and install the SyncPack in Skylar Automation. For more information, see the following topic.

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.

Installing 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 Configuration pane of the various Skylar Automation applications in this SyncPack, as these settings are not retained when you upgrade.

To activate and install a SyncPack in the Skylar Automation user interface:

  1. On the SyncPacks page of the Skylar Automation user interface, 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 Skylar Automation system.

    If you do not see the SyncPack 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 highlighted version in the Installed SyncPack column for that SyncPack. For a successful installation, the "Activate & Install SyncPack" application appears, and you can view the Step Log for the steps. For a failed installation, go to the hidden "activate & Install SyncPack" application on the Applications page and check the step logs.
  3. If you have other versions of the same SyncPack on your Skylar Automation 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 the ServiceNow Base Pack PowerPack in Skylar One

The "ServiceNow Base" Pack PowerPack version 103 or later contains run book automations that you use to integrate with the ServiceNow Events module.

By default, installing a new version of a PowerPack overwrites 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) to prevent new PowerPacks from overwriting local changes for some commonly customized fields. For more information, see the section on Global Settings.

To install the "ServiceNow Base Pack" PowerPack:

  1. Search for and download the PowerPack from the PowerPacks page at the ScienceLogic Support Center (Skylar One > PowerPacks, login required).
  2. In Skylar One, go to the PowerPacks page (System > Manage > PowerPacks).
  3. Click the Actions button and choose Import PowerPack. The Import PowerPack dialog box appears.
  4. Click [Browse] and navigate to the PowerPack file from step 1.
  5. Select the PowerPack file and click Import. The PowerPack Installer modal displays a list of the PowerPack contents.
  6. Click Install. The PowerPack is added to the PowerPacks page.

If you exit the PowerPack Installer modal without installing the imported PowerPack, the imported PowerPack will not appear in the PowerPacks page. However, the imported PowerPack will appear in the Imported PowerPacks modal. This page appears when you click the Actions menu and select Install PowerPack.