Integrate with ServiceNow to Speed up Incidents Resolution and Reduce Service Desk Costs

Integrate Aternity with ServiceNow Incident Management if you want to view the relevant real-time data of the alerted device in ServiceNow. Any incident in ServiceNow can display the device details collected by Aternity if Aternity monitors that device. Enter the details of accessing your Aternity, and also the username and password of a user with OData REST API role to view the real-time data for the device that is monitored by Aternity and triggered an incident in ServiceNow.

On the Incidents page, view the Device Overview that displays the device attributes collected by Aternity, as well as Device Health Events and Software Changes.

Also, a ServiceNow user with Aternity account can drill down to Aternity dashboards for troubleshooting directly from the ServiceNow application using the links on the right side of the page.

Analyze all information in one place

Providing Aternity device data for any serviceNow incident is an addition to the existing integration with ServiceNow where you automatically route service desk alerts (SDA) to ServiceNow. This article explains how to integrate with ServiceNow to view device data associated with an incident.

This article describes additional capabilities added to Aternity App for ServiceNow 2.0.0. Learn here about version 1.0.3 content.

Before you begin

  • Make sure you have Aternity Incident Application version 2.0.0 or later installed on your ServiceNow instance.

  • Use ServiceNow versions Rome, Quebec, or Paris.

Procedure

  1. Step 1 Open a browser and sign in to ServiceNow.
  2. Step 2 Go to Aternity Incident Integration > Integration Configurations.
  3. Step 3 Select New and fill in the required fields.

    This will allow pulling data from Aternity to ServiceNow.

    Field Description
    Account ID

    Enter the numerical ID for the account.

    URL

    Enter https://<domain name>.aternity.com/aternity.odata/latest

    Tip

    You can find the URL address by signing in to Aternity, selecting User icon > REST API Access. Copy the link without the REST API name.

    User name

    Enter your Aternity username (must have the OData REST API role). You can find this by selecting User icon > REST API Access.

    Password

    Enter your Aternity password. You can find this by selecting User icon > REST API Access.

    Domain separation is designed to give ServiceNow® service providers the ability to configure the services they offer to their customers. In this case, you should configure the integration separately for each relevant domain in ServiceNow. For example, you provide services for two companies that also use Aternity. Configure this integration for the domain of company A and then for the domain of company B to make sure they are connected to their equivalent Aternity account and to show their alerted device details in ServiceNow.
    Make sure to create incidents for the correct domain
  4. Step 4 Select what tabs to show (Device Overview, Health Events, Software Changes).

    Activate integration by checking Active.

    Activate integration
  5. Step 5 Select Submit and Save.
  6. Step 6 To control what fields to show in the Device Overview tab, go to Aternity Incident Integration > Device Overview Configurations.
  7. Step 7 Select Get All Fields and wait until the table will be fully populated with data.

    Now you can update the fields. For example, change Display name. You can click the cell in a table row and then edit it.

    This table includes all attributes pulled from Aternity that will be displayed in the Device Overview tab for each incident. The table also includes categories (see description in the table below).

    In this table, you can manage the display in ServiceNow: the name of attributes, their order, whether to show an attribute or to hide.

    Pull data from Aternity
    Field Description
    Name

    Displays the name as it appears in Aternity.

    Display Name

    Displays the name as it will appear in ServiceNow.

    Change Display name if necessary.

    Visible

    Toggle the Visible button to show or hide a row (True means this row will be visible).

    Category
    The list of attributes in the Device Overview is divided in categories. Each attribute belongs to some category, for example, to the Device or Location or OS.
    Type

    Displays whether the item is an attribute or category.

    Order

    Change Order if necessary.

    You can control the order. You can add a number in the Order column to change the order of device attributes displayed for each incident. For example, If one attribute has the order number 120 and the other 201, then the field 120 will appear before field 201. If you want to switch them, change 120 to 210 for example.

    Domain

    Displays the domain of this configuration.

    View device attributes
  8. Step 8 Configure the display of attributes for each domain separately.
  9. Step 9 Make sure that Configuration Item includes the name of f a device monitored by Aternity.
    For the Device Overview and Device Events tabs to show in the Incident view in ServiceNow, enter the name of a device monitored in Aternity in the Configuration Item field of the incident.
    Configuration item must be same as monitored device name in Aternity