Kordia ServiceNow Ticket Manager
This connector is used to interact with the ServiceNow Application used by Kordia. It works with an automation script and correlation rules that use DataMiner alarm capabilities to create, update, and delete incidents in their system according to specific business rules provided by Kordia.
About
Version Info
| Range | Key Features | Based on | System Impact |
|---|---|---|---|
| 1.0.0.x [SLC Main] | Initial version. | - | - |
Product Info
| Range | Supported Firmware |
|---|---|
| 1.0.0.x | - |
System Info
| Range | DCF Integration | Cassandra Compliant | Linked Components | Exported Components |
|---|---|---|---|---|
| 1.0.0.x | No | Yes | - | - |
Configuration
Connections
HTTP Connection – Main
This connector uses an HTTP connection and requires the following input during element creation:
HTTP CONNECTION:
- IP address/host: The polling IP or URL of the destination.
- IP port: The IP port of the destination.
Initialization
When you have created the element, go to the the Config page and fill in the Client ID, Client Secret, and Refresh Token. These will be used to authenticate with the ServiceNow application, which will allow ticket updates afterwards.
In addition, you will need to fill in the correlation rule folder. All correlation rules that can trigger ticket updates must be in the same folder.
Automation Scripts
While this is not mandatory, in order to facilitate the solution, an automation script named KOR-Send-ServiceNow-Request can be used to send the alarm data from the correlation rule to the element.
This automation script contains an input parameter that will be used for the impact description in the ticket creation.
Correlation rules
Correlation rules should be created in order to create/update/delete tickets based on DataMiner alarming. Taking into account Kordia's setup of customers and services represented as DataMiner services, and keeping in mind the fact that each customer may have one or more services, the correlation rule should be created to monitor a DataMiner service representative of a Kordia customer.
How to use
General Page
On this page, the Statistics section contains data related to the number of incidents processed during the current day and from the previous days. This makes it possible to track how many incidents were created per day as well as to understand behavior on a per-day basis.
This page also contains a logger table that has the POST request data sent and the response received from the ServiceNow application. This can be helpful for insight in the message exchange, so you can easily check any communication issues. This data is saved directly to the indexing database and is cleared automatically every 7 days.
Tickets Page
On this page, the Tickets table displays information about the tickets that have been created by DataMiner based on the correlation rules used with the connector.
The "Flapping Window" is used for incidents where alarms are quickly switching between states. Such a flapping incident can for example be an interface that has an alarm and that keeps switching between up and down in a short amount of time. These incidents will not be closed until the flapping window has passed. This reduces the number of false positives or negatives in the operation and also helps to calculate the correct duration of an incident as shown in the Tickets table.
The page also contains toggle buttons for the auto-clear functionality of the Tickets table and for the flapping functionality.
Config Page
This page contains all the necessary parameters to establish authentication with the ServiceNow Platform, as well as other general settings.