Migrate to the New Aternity Application for Monitoring Alerts in ServiceNow

You can integrate Aternity with ServiceNow. If you want to automatically route service desk alerts (SDA) to ServiceNow, use Aternity App for ServiceNow. Aternity has developed a new app that sends incidents to the ServiceNow Incidents table so that we are going to stop supporting the old application. Customers who use our old application should migrate to the new one. Aternity provides a migration process which is gradual and will allow customers to test the new application without any disruption to their production environments.

Note

Customers who never integrated with our old application, do not need to perform the migration process, only the new application is available to them.

Before you begin

Download the new Aternity App for ServiceNow from the ServiceNow Store and install this application in each instance that you migrate (Test and Production environments).

Procedure

  1. Step 1 (For existing customers only) Migrate to the new Aternity App for ServiceNow. Begin with the TEST environment.

    The migration process is gradual, so first migrate your TEST environment, test it and only then migrate the Production.

    CAUTION

    After migrating the Test environment, you can still revert the process, but once the Production is migrated (or not migrated because its settings are turned off) there is NO way to roll back.

    If both environments are up and running, then first follow this migration process to test the new application on the TEST environment and later migrate the Production. If you currently use only the Production environment with the old application and your TEST environment is turned off, then it is recommended to first turn on the TEST environment and only then to follow the migration steps to be able to test our new application on a non-production environment.

    In the ServiceNow Settings screen, there is a link and explanations how to migrate the environments. First, you migrate only the Test environment, and only after testing it continue with Production.

    1. a Select the Gear Icon > Alerts > Service Desk Alerts > Integrate with ServiceNow to begin migration of the Test environment.

      See the note about new Aternity App for ServiceNow availability. Read carefully all tooltips on the screen. They include instructions and additional information.

      ServiceNow Settings page
    2. b Select Click here to start the migration process.

      Now change the URL, user and password in the Test environment to the new app and then select Save.

      Once you click Save, validation is running and if the migration succeeded, Now your testing environment connects to the new application and the service desk alerts that were defined to be sent to ServiceNow Test will be pushed to ServiceNow Incidents table.

      ServiceNow Settings page
      CAUTION

      After migrating the Test environment, you can still revert the process, but once the Production is migrated there is NO way to roll back.

      If you turned off your Production environment and completed the process, there is NO way to roll back. Make sure to turn ON your Production, to migrate it to the new app and only then to complete the process.

      State Do This...

      Test is disabled (OFF) or both Test and Production are disabled

      Enable ServiceNow integration to allow migration (make it ON).

      Test is enabled (ON)

      Migrate your Test environment.

      Enter the user name and password for Aternity to connect to the ServiceNow environment. Provide the ServiceNow user with the following role: x_atern_incident.aternity_user.

      Once the Test environment has been migrated to the new app, all alerts that are configured to be sent to ServiceNow Test environment will be sent to the new application. All alerts that are configured to be sent to the Production environment will continue to be sent to the old application.

      You can now send service desk alerts to Both Test and Production, so that this will help you with the testing.

  2. Step 2 Continue migration with the Production environment.
    Tip

    Migration of Production is possible only when migration of the Test environment is finished.

    State Do This...

    Production is disabled (OFF)

    Enable ServiceNow integration to allow migration (make it ON).

    Both environments are enabled, but the Test still uses the old application.

    Migrate your Test environment to the new app first.

    Production is enabled (ON) and Test already uses the new application.

    Migrate your Production environment.

    Note that once you migrate your Production environment, you cannot go back to the old application. So, it is recommended to test everything in the Test environment first.

    Enter the user name and password for Aternity to connect to the ServiceNow environment. Provide the ServiceNow user with the following role: x_atern_incident.aternity_user.

    Once migration begins, the Production environment will start sending incidents to the new application. Now both environments use the new application.