Set up ServiceNow

Once you have installed and licensed our SCOM Management Pack, there are two possible ways to use the Cookdown Connector with ServiceNow, with our app from the AppStore, or using the Event Management module.

Set up for Notifications (Alerts/Incidents/Tasks)

Installing the Cookdown app(s)

You can install both our SCOM Connector and Maintenance Mode Apps from the App Store. Once you have completed this you will be able to continue with the setup process. If you have installed both of our Apps you will see Maintenance, Configuration, Alert, and Support menus in your navigation pane.

Creating a service account for SCOM to communicate with

Creating the new account
  1. Navigate to User Administration > Users

  2. Select ‘New’

  3. Create a User ID and password as per your internal practices

  4. Select ‘Submit’

Adding roles to the account

  1. Find the account you just created in the list and re-open

  2. Under 'Roles' select 'Edit'

  3. Add the following roles and save

    1. x_oklt_cookdown_sc.scom_sync_service

    2. ITIL

We discuss the specifics around roles and requirements here.

Copying the user sys_id

Whilst you are in the user menu you may also wish to copy the user's sys_id as this will be required in the next step.

  1. Find the account you just created and re-open

  2. Right-click in the grey bar and select 'Copy sys_id'

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Configuring the Cookdown Connector App

Setting the default caller

If you have not done so already copy the sys_id of the user account as per the previous step.

  1. Navigate to Cookdown SCOM Connector > Cookdown Configuration

  2. Paste the sys_id into the first box

  3. Save

Optionally: Configuring SCOM object lookup

If you are using our Discovery product you can configure how that will integrate here.

  1. Navigate to Cookdown SCOM Connector > Cookdown Configuration

  2. Input the CI field you plan to use for lookups in the second box

  3. If the CI field you plan to use for lookups will contain additional data other than just the SCOM Object ID check the 'Allow contains for SCOM Object Id Search' box

  4. Save

Note that the use of contains search is more load intensive on your ServiceNow Instance.
Whilst we provide this functionality, we recommend that you store the SCOM ID in a field by itself.

Optionally: Configuring alert grooming in ServiceNow

If you would like to clean up alerts after a certain number of days:

  1. Navigate to Cookdown SCOM Connector > Cookdown Configuration

  2. In the fourth box set the number of days that you would like to keep alerts for

  3. Save

While there is no charge from ServiceNow for storing more SCOM alerts in your instance, the performance of your instance may start to degrade if you keep hold of a large number of alerts. Work with your ServiceNow representative for expectations on what is reasonable as performance will vary based on your instance's configuration.

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Using Event Management

Creating a service account for SCOM to communicate with

Creating the new account

  1. Navigate to User Administration > Users

  2. Select ‘New’

  3. Create a User ID and password as per your internal practices

  4. Select ‘Submit’

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Further Reading and Next Steps

You should now have a service account to use in SCOM and the requirements to get going with Connection Center in ServiceNow. Your next steps should be to:

Understand the Roles in ServiceNow

If you are also responsible for SCOM you can now proceed to:

Configure SCOM Authentication

Configure Outbound Notifications

Configure Inbound Notifications

Configure Inbound Maintenance

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