Integrate with ServiceNow to Receive Service Desk Alerts (SDA)

Integrate Aternity with ServiceNow if you want to automatically route service desk alerts (SDA) to ServiceNow. Enter the details of accessing your ServiceNow, and also the username and password of a special 'service' user which is only for Aternity to send SDAs to the Riverbed SteelCentral Aternity App for ServiceNow.

Aternity can send service desk alerts as an email, REST API or to ServiceNow

Aternity communicates with the Aternity App for ServiceNow using the protocol, port, and encryption set by your ServiceNow.

Tip

You can also enable SDAs and configure the rules which trigger an SDA to send them via automated emails or to view them in Aternity's REST API. Learn more.

Demo of beta integration with ServiceNow

Before you begin

To route SDAs to ServiceNow, you must be using versions London, Kingston, Jakarta or Istanbul.

Procedure

  1. Step 1 Go to the ServiceNow Store and download the Riverbed SteelCentral Aternity App for ServiceNow.

    Search for Aternity in the store, select then add the app into ServiceNow's sidebar in the Service Management module.

    Tip

    Alternatively, use the direct link to this app from Aternity's ServiceNow Settings screen (see below).

    Download and add the Aternity app into your ServiceNow.
  2. Step 2 Inside ServiceNow, create a backend 'service' user, exclusively for Aternity to deliver its SDA entries to the Aternity App for ServiceNow in the Service Management module.

    When you add a new service user inside ServiceNow:

    • Enable Web service access only.

    • Assign the role of x_rivt2_aternity_d.aternity_health_incident_user. The Aternity App for ServiceNow already created this role automatically in ServiceNow.

  3. Step 3 Open a browser and sign in to Aternity.
  4. Step 4 Configure Aternity to connect to your ServiceNow, by selecting the Gear Icon > Service Desk Alerts > Integrate with ServiceNow.

    Enter the settings for Aternity to connect to any of your ServiceNow environments. Aternity can connect to up to two environments, which we label Production and Test.

    Enter connection settings to ServiceNow

    For each environment which you want to define (Test and/or Production), enter the following fields:

    Field Description
    Base URL

    Enter the URL which your organization uses to access its instance of ServiceNow. For example, https://myname.service-now.com

    Service Username / Service Password

    Enter the username for the internal service user which you created earlier which has the role x_rivt2_aternity_d.aternity_health_incident_user to connect with the Aternity App for ServiceNow. Aternity accesses ServiceNow via this username and password.

  5. Step 5 Specify the SDAs that you want to receive in ServiceNow, by selecting the row's context menu on the right > Edit, then enable Notify in ServiceNow.

    Configure the properties of each rule which triggers an SDA. Learn more.

    Change the rules triggering an SDA alert
    Field Description
    Notify in ServiceNow

    Select On to enable the integration with your ServiceNow.

    Notify in ServiceNow > Environment

    Select the ServiceNow environment which you want to route all occurrences of this SDA. You must first set up each environment in the ServiceNow Settings page. You can only set up two ServiceNow environments called Test and Production. Learn more.

  6. Step 6 In ServiceNow, select the Riverbed SteelCentral Aternity App for ServiceNow in your sidebar.
    View the list of ServiceNow incidents from Aternity
  7. Step 7 Select an entry to view the details of the Aternity service desk alert.
    View an Aternity service desk alert in ServiceNow
    Field Description
    Device Name

    Displays the hostname of the monitored device. View it in the Windows Control Panel > System > Computer Name, or on Apple Macs in System Preferences > Sharing > Computer Name.

    (Mobile) Displays the Device Name field. You can customize the hostname of iOS or Android devices running your enterprise's app, so device names appear in the dashboards with a consistent naming policy. For example, you can dynamically assign the device name according to the enterprise username of the app.

    Device Type

    Displays the type of device reporting performance to Aternity.

    Model

    Displays the name and the model number of the device, like iPhone 6s, GalaxyTab8, MacBook Pro 12.1, Dell Latitude D620.

    Cores

    (Desktops, laptops and mobile devices only) Displays the number of CPU cores of the device.

    CPU Speed

    (Windows, Macs only) Displays the speed of the CPU processors of the device.

    Memory

    Displays the size of physical RAM of the device.

    OS Name

    Displays the generic name and version of the operating system (like MS Windows 10, MS Windows Server 2008 R2, MacOS 10.3, iOS 10 or Android 6).

    Last Boot

    (Windows, Mac, and mobile devices) Displays the date and time of the last boot of the device.

    Username

    Displays the username signed in to the device's operating system.

    Department

    Displays the name of the department to which the user or the device belongs.

    (Windows) Agent sends LDAP queries to the Active Directory (AD) to find information about the connected domain controller, then extracts the user's > Properties > Department.

    (Mobile) Mobile apps can set this manually in the Aternity Mobile SDK.

    (Business) Location

    Displays the current geographic location of the device.

    Aternity reports the location as Off-site when the device is not connected to the Microsoft Active Directory or if Aternity cannot determine the location name.

    On virtual deployments (virtual applications like Citrix XenApp and virtual desktops like Citrix XenDesktop), Aternity always tries to report the location of the end user's front-end device by detecting its subnet.

    User Domains

    Displays the LDAP domain name for the user who is logged in to the device.

  8. Step 8 To view more details about the device itself, or the wider picture of device health in your organization, drill down to open Aternity's dashboards.
    Drill down from a ServiceNow incident directly into the Aternity dashboard
    Field Description
    Device Health in Aternity

    Select to drill down to the Device Health dashboard in Aternity.

    The Device Health dashboard gives a high level view of all the errors and crashes (health events) occurring on all devices across the enterprise. Check to see if similar types of crashes occur in different places and view the details of any crash to troubleshoot issues on Windows and mobile devices across your organization.

    Troubleshoot Device in Aternity

    Select to drill down to the Troubleshoot Device dashboard in Aternity.

    Use the Troubleshoot Device dashboard for support engineers who receive a call from a user about a problematic device or an application running on it, to troubleshoot it remotely by viewing the most important recent support information, enabling fast, effective and powerful remote troubleshooting. See recent installations, CPU and memory usage (HRC), the Windows processes using most resources, boot times, recent health events and network connections.