Integrate with ServiceNow to Receive Service Desk Alerts (SDA) (New App)

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 user that will be used to push incidents from Aternity to serviceNow. It is recommended to use a special ‘service’ user which is for Aternity use only.

This article describes the NEW Aternity App for ServiceNow. For details about the old application, read here.

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.

Aternity App for ServiceNow supports domain separation of ServiceNow. Domain separation allows Managed Service Providers and System Integrators who have a single ServiceNow instance for all their customers to separate data, processes, and administrative tasks into logical groups. You can then control who sees what. Each customer can access only his specific domain. To ensure service desk alerts are sent to a correct customer, define in the ServiceNow a unique 'service' user that is used in Aternity for the ServiceNow integration for each customer and make sure that it is assigned to the correct Company that reflects the domain to which the customer belongs. Note that in ServiceNow, Company is a mandatory field for User in a domain separated instance.

Tip

You can also enable service desk alerts 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.

Before you begin

Procedure

  1. Step 1 Go to the ServiceNow Store and download the Aternity Incident Integration application.

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

    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.

    • Assign the role of x_atern_incident.aternity_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 > Alerts > 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_atern_incident.aternity_user to connect with the Aternity App for ServiceNow. Aternity accesses ServiceNow via this username and password.

  5. Step 5 Specify service desk alerts 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.

    If both environments are configured, you can choose to route all occurrences of this SDA only to Test or only to Production or to Both.

    Learn more.

  6. Step 6 In ServiceNow, select Incidents or Aternity Incidents Integration in your sidebar.
    Tip

    If the screen is empty, clear filters in the upper left corner of the incidents table (select All.

    View the list of ServiceNow incidents from Aternity
  7. Step 7 Select Global Configurations to configure the global settings for ALL incoming incidents.

    Click on a single line in this table. Enter the information you want to add by default to all incidents that arrive from Aternity. Once done, select Update. Global configuration settings are now updated and apply to all incoming incidents of that category.

    Field Description
    Domain

    This field is relevant for domain separated environments only and it is a read only field that shows the current domain. You can edit the global and rule configuration in each domain by switching to a domain from serviceNow domain selector.

    Caller

    Define the name that will be used as a default caller of all incidents created by Aternity.

    If not precisely set (empty), then by default, the integration user will be the caller.

    Contact Type

    Define the type of communication used to contact the service desk, such as phone, email, or others.

    It is recommended to add an Aternity contact type to use it by default for all incoming from Aternity incidents.

    Default Category

    Category and subcategory are used for easy classification of incidents which helps in routing incidents to the right team.

    Default Sub Category

    Category and subcategory are used for easy classification of incidents which helps in routing incidents to the right team.

    Default Assignment Group

    Define the group that will handle this incident.

    An assignment group is a set of agents or vendors, filtered by location, from which an individual agent or vendor should be selected to complete a work order task.

  8. Step 8 Select Rule Configurations to configure settings for all incidents generated from a specific service desk alert rule.

    You can configure incident rules to generate alerts for tracking and remediation. All rules are stored in the Rule table. The rules do not change the event records.

    This setting allows to define different Assignment Group, Category, or Sub category to different types of incidents. For example, incidents of type HD Bad Blocks and Low Disk Space you can assign to different groups for further investigation, but they can belong to the same category of Hardware.

    Tip

    When you add a service desk alert rule in Aternity, a rule configuration is being created in ServiceNow. Each field (like Category) that you set in a specific rule will be used for all incidents created by this rule. If no particular rule set, the global configuration is used.

    Configure rules for particular incidents
    Field Description
    Assignment Group

    Define the group that will handle this incident.

    An assignment group is a set of agents or vendors, filtered by location, from which an individual agent or vendor should be selected to complete a work order task.

    Category

    Category and subcategory are used for easy classification of incidents which helps in routing incidents to the right team.

    Sub category

    Category and subcategory are used for easy classification of incidents which helps in routing incidents to the right team.

  9. Step 9 For troubleshooting, select Contact Support to navigate to the support site of Aternity and to get help.
    Contact Aternity support for assistance

    If Aternity asks to collect information for troubleshooting your issue, then select Collect Support Information > New > Collect debug information and send to Aternity the number of a new support case.

    To update or delete the existing support ticket, select its number and then select Update to update or Delete to delete.

    Note

    If not specifically requested, your are not supposed to use this menu.

  10. Step 10 To view the details of a particular incident received from Aternity, select an incident Number.
    Select the incident number to open and view its details
    Tip
    If the screen is empty, clear filters in the upper left corner of the incidents table (select All).
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    Field Description
    Number

    Displays the number of the incident that was generated by ServiceNow. The number includes a prefix for every number in the table (for example, SUP for Support or INC for Incident.

    Caller

    Displays the user who reported or is affected by this incident.

    The caller is retrieved from the rule settings, and if it was not set, then from the global settings. If a caller is not set in the global settings as well, then the field displays the integration user.

    Category

    Category and subcategory are used for easy classification of incidents which helps in routing incidents to the right team.

    Sub category

    Category and subcategory are used for easy classification of incidents which helps in routing incidents to the right team.

    Configuration Item

    Displays a reference to the alerted device in ServiceNow CMDB computer table.

    Correlation Display

    aternity.sda. Use it to filter all the incidents created by Aternity service desk alerts.

    Correlation ID

    Displays the Aternity alert reference ID.

    Contact Type

    Displays the type of communication used to contact the service desk, such as phone, email, or others.

    It is recommended to add an Aternity contact type to use it by default for all incoming from Aternity incidents.

    State

    Incidents are being created using their default State which is most probably New.

    The event state describes where in the life cycle the event is.

    Impact

    Displays the level of impact as defined in the alert rule in Aternity.

    Urgency

    Displays the level of urgency as defined in the alert rule in Aternity.

    Priority

    Displays the score value. Priority is calculated based on Impact and Urgency of an incident. The priority calculation can then be used to prioritize work and drive service level agreements.

    Assignment Group

    Displays the group that will handle this incident.

    An assignment group is a set of agents or vendors, filtered by location, from which an individual agent or vendor should be selected to complete a work order task.

    A group is retrieved from the rule settings, and if it was not predefined in the rule settings, then from the global settings. If not predefined there too, the field displays None.

    Location

    Populated with the location of the caller.

    When the Caller (user) is added to the Incident form, the caller's Location is automatically populated in the incident form.

    Short Description

    Displays the description of an incident.

    Description

    Displays the full description of device and user details.

  11. Step 11 To view more details about the device itself, or the wider picture of device health in your organization, first set the Aternity View at the top of the screen and then go to the Aternity tab and drill down to open Aternity's dashboards.
    Tip

    If the Aternity View is not selected, the Aternity tab does not appear.

    Drill down from a ServiceNow incident directly into the Aternity dashboard
    Field Description
    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.

    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.