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  • Brock Peterson

Aria Operations and ServiceNow Part 4

To this point, we've discussed how to get Aria Operations Alerts to ServiceNow as Incidents and Events. This will blog will show you how to skip Incidents and Events and open Alerts directly in ServiceNow.

Like Events, opening Alerts in ServiceNow requires the Management Pack for ServiceNow. This blog will feature version 9.0 of the management pack running on Operations 8.17.1 with ServiceNow Vancouver. Opening ServiceNow Alerts also requires the ServiceNow ITOM module.

Once installed, the management pack includes several sample configuration files in /usr/lib/vmware-vcops/user/plugins/inbound/servicenow_adapter3/conf/config_samples:

root@vr83-bpeterson [ /usr/lib/vmware-vcops/user/plugins/inbound/servicenow_adapter3/conf/config_samples/alert ]# ls -latr
total 68
-rw-rw-r-- 1 admin admin 4420 Jan  2 23:34 uuid_incidents.json
-rw-rw-r-- 1 admin admin 4417 Jan  2 23:34 uuid_events.json
-rw-rw-r-- 1 admin admin 4417 Jan  2 23:34 uuid_alerts.json
-rw-rw-r-- 1 admin admin 4416 Jan  2 23:34 moid_incidents.json
-rw-rw-r-- 1 admin admin 4413 Jan  2 23:34 moid_events.json
-rw-rw-r-- 1 admin admin 4413 Jan  2 23:34 moid_alerts.json
-rw-rw-r-- 1 admin admin  741 Jan  2 23:34 incidents_no_mapping.json
-rw-rw-r-- 1 admin admin  738 Jan  2 23:34 events_no_mapping.json
-rw-rw-r-- 1 admin admin  738 Jan  2 23:34 alerts_no_mapping.json
drwxrwxr-x 5 admin admin 4096 Jan  2 23:34 ..
drwxrwxr-x 2 admin admin 4096 Jan  2 23:34 .

There are three samples for alerts, let's use the moid_alerts.json. As indicated in the documentation:

This configuration filters vROps alerts to the following ResourceKinds: VirtualMachine, ClusterComputeResource, Datacenter, Datastore, HostSystem. It creates ServiceNow events for these vROps alerts and associates them with their CI if it is present in the CMDB. The mapping uses a combination of UUID and vCenter UUID as identifiers for all ResourceKinds except VirtualMachine, which uses MOID and vCenter UUID.

In order to use this sample configuration file, you must copy it to the working directly for the ServiceNow Management Pack, which is: /usr/lib/vmware-vcops/user/plugins/inbound/servicenow_adapter3/work

Once there, configure your adapter instance to use it and test.

By default the adapter instance will pick up new Alerts and send them over to ServiceNow every 5m, but you can adjust that down to 1m intervals via the adapter instance configuration if you'd like.

Click the pencil, go to Advanced Settings and adjust your Collection Interval to 1m if you'd like.

Once new Alerts trigger in Operations let's check ServiceNow to confirm they've been created there as well.

There we have them! There are various reasons you might want to open ServiceNow Alerts directly, but ultimately this is up to you. As we've shown, Aria Operations can open ServiceNow Incidents, Events, and Alerts!


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