ServiceNow Setup

Once our ServiceNow app has been installed from the appstore you will be ready to continue with the setup process.

This is comprised of:

Creating a service account for SCOM to communicate with

For SCOM to be able to connect to ServiceNOW, a service account needs to be created.

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 will discuss the specifics around roles and requirements later.

Copying the user sys_id

Whilst you are in the user menu you may also wish to copy the users 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'
   

   

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

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

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.

Optionally: Set up an initial creation rule for testing

To get you started we recommend that you set up a creation rule for all received alerts. This will both validate your setup later and show you how the core functionality works.

To do this go to the Cookdown SCOM Connector followed by Creation Rules:

You should then set up a rule to create Incidents for all received alerts as shown below. Replace the Fallback CI Item and Assignment group/Assigned to as appropriate for your ServiceNow instance.

When you push your first alert to ServiceNow later on in the process you should now be able to verify that a basic Incident can be raised.

To understand Creation rules in more depth, please read this article.

Post-setup

You should now be ready to move on to configuration in SCOM.