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

Integrate Aternity with ServiceNow Incident Management to view the relevant real-time data of the alerted device in ServiceNow. New 2.2.0 ServiceNow application allows service desk technicians to view Aternity valuable data accompanying each incident (device details and health events) as well as execute remediation actions on end user devices. This allows a fast incident handling without user interference or escalation.

On the Incidents page, view the Device Overview that displays the device attributes collected by Aternity, as well as Device Events that displays device health events and software changes.

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. Also, a ServiceNow user can execute a remediation action from the available list to solve issues on the end user device.

Analyze all information in one place

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

This article describes additional capabilities added to Aternity App for ServiceNow 2.2.0. Learn here about version 1.0.3.

Before you begin

  • Make sure you have Aternity Incident Application version 2.2.0 or later installed on your ServiceNow instance.

  • Use ServiceNow versions San Diego, Rome, Quebec, or Paris (EOL soon).

  • Note that if a device name has been encrypted in Aternity, Aternity tabs will not appear in ServiceNow because of a mismatch in device names.

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 account ID for your Aternity. You can find this in the URL when you access Aternity. Locate the BACCT parameter in the URL, for instance BACCT=21, where the value (in this example 21) is your account ID.

    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.

    Note

    When entering the URL without API Name, make sure you do NOT include the slash at the end. In case of error message in ServiceNow about a malformed URL, check the URL structure and remove the slash after <version> if necessary.

    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.

    At the bottom of the screen, select Validate to ensure that the settings are working.
    Validate the settings
    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, Device Health, or Software Changes).

    Activate integration by checking Active.

    Activate integration
  5. Step 5 To show remediation actions that service desk technicians can run to remediate the alert, do the following:
    1. a Select Show Remediation Action.
    2. b Enter user name and password (copy them from Aternity > the Gear Icon > Remediation > Settings.

      Remediation Settings screen is visible to account administrators only.

    3. c Make sure the correct role is assigned to users.

      Aternity App for ServiceNow comes with the default user role (x_atern_incident.remediation_execution) assigned to users allowing viewing and running Aternity remediation actions. To use this default role for running remediation, it is necessary to assign this role to every ServiceNow user who is going to run Aternity remediation actions. Alternatively, it is possible to replace the default role with any other role in ServiceNow or to remove roles at all. If no role is used, then everyone can see and run remediation actions.

    4. d At the bottom of the screen, select Remediation Validate to ensure that the settings are working.

      Once the settings are saved, all remediation actions configured and available for a certain Aternity domain will be displayed in the ServiceNow Incident view.

  6. Step 6 Select Save.
  7. Step 7 To control what fields to show in the Device Overview tab, go to Aternity Incident Integration > Device Overview Configurations and do the following:

    Select Get All Fields and wait until the table is fully populated with the 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 To control the list of remediation actions that appears on the Incident page, go to Aternity Incident Integration > Remediation List Configurations and do the following:
    • Select Get List and wait until the list is fully populated with the available in your Aternity account remediation actions.
      Get all available remediation actions

      In the column Visible, True indicates that the action has been included in the Aternity IT Service Desk dashboard so that service desk technicians could run this remediation action.

      Note

      The list of Aternity available remediation actions may change from time to time. So, in order to get the updated list, you can use the Get List button on the Remediation List Configurations page.

      Alternatively, periodically run a scheduled script (added by Aternity and called Remediation List Configurations Refresh) that will refresh and update the list. To run the script as a scheduled job, review the default settings, change them if necessary, and schedule the job. This is the one-time operation. Once executed, the script will run from time to time and update the list without your interference. Access the script by entering the URL: https://<servicenow instance domain>/nav_to.do?uri=sysauto_script.do?sys_id=881004441b8d49902a67cbbf034bcb3a.

      In case of domain separation, we recommend to use the Domain Iterator which allows you to schedule once the same job for multiple domains, according to a condition you define.
      Duplicate the script and schedule the job in every domain separately
    You can control what actions to show or hide from the list:
    • Go to Remediation List Configuration and toggle the Visible checkbox.

    You can change the Display Name and Tooltip for an action:
    • Go to Remediation List Configuration and edit the text in the Display Name and/or Display Tooltip field. A default tooltip is the same as an action description.

    Make visible or hide the action from the list and edit tooltips if necessary
    • To group several remediation actions under the same title, go to Remediation Group Lists and create New groups. Unassigned to groups actions appear under Other.
      Arrange actions in groups with meaningful titles
    • To control the order of the groups, go to Remediation Group Lists and select Order.

    • The Administrator of Aternity can use a holistic view of all remediation actions that were triggered by going to the Remediation Logs tab. Here one can find an entry per each triggered action along with its time and status. A similar information is available for the Service Desk personnel in the Notes tab of the incident.
      View status of remediation actions
  10. Step 10 Make sure that Configuration Item includes the name of 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
    Note

    In case a device name has been encrypted in Aternity, Aternity tabs will not appear in ServiceNow because of a mismatch in device names.

  11. Step 11 Set the Aternity tabs order as you want them to appear.

    After initial setup within ServiceNow Incident Management, if Device Overview and Device Events tabs are not positioned among other Incident tabs as you want them to, it is possible to reorder them thru Form Layout menu of an incident. Please contact your ServiceNow representative for details.

  12. Step 12 When contacting Riverbed Support Team, you might be requested to supply the log files. Select Start collecting debug logs at the bottom of the Incident page.
    Collect the logs