1 Disclaimer
2 Version Information
3 Overview
4 Key Features
5 Software Requirements
6 Supported Actions
- 6.1 Action: Create Event
  - 6.1.1 Configuration examples
  - 6.1.2 Action Output
7 Input Fields
8 Cancelation and Rerun
9 Exit Codes
10 STDOUT and STDERR
11 How To
- 11.1 Import Universal Template
- 11.2 Configure Universal Task
- 11.3 Integration Modifications
12 Document References
13 Changelog
- 13.1 ue-servicenow-event-1.0.1 (2024-04-25)
  - 13.1.1 Fixes
- 13.2 ue-servicenow-event-1.0.0 (2024-03-14)

Disclaimer

Your use of this download is governed by Stonebranch’s Terms of Use, which are available at https://www.stonebranch.com/integration-hub/Terms-and-Privacy/Terms-of-Use/.

Version Information

Template Name	Extension Name	Extension Version

Template Name	Extension Name	Extension Version
ServiceNow Event	ue-servicenow-event	1.0.1

Refer to Changelog for version history information.

Overview

ServiceNow is a cloud-based platform that provides a suite of IT service management (ITSM) and business process automation (BPA) tools. It is designed to help organizations streamline and automate various processes, improving efficiency and collaboration across different departments. ServiceNow Events refer to the event management functionality within the broader ServiceNow platform. This feature is designed to help organizations detect, analyze, and respond to various events in real-time.

This integration provides the capability to generate (register) an Event in ServiceNow Platform.

Key Features

Feature	Description

Feature	Description
Event Registration	Capability to register an event on ServiceNow Platform with various authentication methods

Software Requirements

This integration requires a Universal Agent and a Python runtime to execute the Universal Task.

Area	Details

Area	Details
Python Version	Requires Python 3.7 or python 3.11
Universal Agent	Both Windows and Linux agents are supported: Universal Agent for Windows x64 >= 7.2.0.0. Universal Agent for Linux Version >= 7.2.0.0.
Universal Controller	Universal Controller Version >= 7.2.0.0.
Network and Connectivity	Connection towards ServiceNow Endpoints is required
ServiceNow Platform	Tested against Vancouver release. Should be compatible also with future releases if API backward compatibility is preserved

Supported Actions

Action: Create Event

Through this action is it possible to Create (Register) an Event on ServiceNow Platform passing mandatory and optional fields.

Configuration examples

Send an Event with some Common Fields using Basic Authentication. “Time of Event” is empty, therefore the local time of Agent will be used as event timestamp. Detailed event information is printed on Extention Output.	Send an Event with some Common Fields using Oauth2 Authentication.

Send an Event with some Common Fields using Basic Authentication. “Time of Event” is empty, therefore the local time of Agent will be used as event timestamp. Detailed event information is printed on Extention Output.	Send an Event with some Common Fields using Oauth2 Authentication.

Action Output

Output Type	Description	Example

Output Type

Description

Example

EXTENSION

The extension output provides the following information:

“exit_code“, “status“ , “status_description“: General info regarding the task execution. For more information users can refer to the exit code table.
“invocation” > “fields”: The task configuration used for this task execution.
“result” > “event_info“: Detailed information on registered event is printed as returned by ServiceNow EndPoints. Visbility of information might differ based on ServiceNow Platform configuration and version.
“result” > “errors“: List of errors that might have occurred during execution.

{
    "exit_code": 0,
    "status": "SUCCESS",
    "status_description": "Task executed successfully.",
    "invocation": {
        "extension": "ue-servicenow-event",
        "version": "1.0.0",
        "fields": {...}
    },
    "result": {
        "event_info": {
            "resolution_state": "Closing",
            "processing_sn_node": "",
            "description": "my_description",
            "source": "my_source2",
            "sys_updated_on": "2023-09-25 23:06:38",
            "type": "my_event_type",
            "ci_identifier": "",
            "sys_id": "192e633097e1711048dbf5b0f053afa8",
            "sys_updated_by": "admin",
            "ci_type": "",
            "metric_name": "my_metric_name",
            "alert": "",
            "processing_notes": "",
            "sys_created_on": "2023-09-25 23:06:38",
            "sys_domain": {
                "link": "https://dev106436.service-now.com/api/now/table/sys_user_group/global",
                "value": "global"
            },
            "state": "Ready",
            "message_key": "this is a message key",
            "sys_created_by": "admin",
            "time_of_event": "2023-09-26 22:47:23",
            "severity": "2",
            "error_msg": "",
            "cmdb_ci": "",
            "resource": "my_resource",
            "sys_mod_count": "0",
            "event_rule": "",
            "classification": "0",
            "sys_tags": "",
            "bucket": "87",
            "node": "my_node",
            "processed": "",
            "additional_info": "{param1=value1, param2=value2}",
            "processing_duration": "",
            "event_class": "my_event_class"
        }
    }
}

{
	"exit_code": 1,
	"status": "FAIL",
    "status_description": "<mesage description>",
  	"invocation": {
        "extension": "ue-servicenow-event",
        "version": "1.0.0",
        "fields": { ... },
    },
	"result": {
        "errors": [
            "Data Validation Error: Invalid date 2024-10-10 10, must be in YYYY-MM-DD [HH:MM:SS] format"
        ],
	}
}

STDOUT

Empty

STDERR

General logging information about the state and execution of the extension

Input Fields

Field	Type	Description	Introduced in Version

Field	Type	Description	Introduced in Version
Action	Choice	The action performed upon the task execution.	1.0.0
Instance URL	Text	ServiceNow URL e.g. https://dev532313.service-now.com	1.0.0
Authentication Type	Choice	The Authentication Type used: Basic Authentication – (Default) Oauth2 (ServiceNow API endpoint) Certificate Based Authentication “Certificate Based Authentication” is not for public use. Please contact support if you are interested in using this option	1.0.0
ServiceNow Credentials	Credentials	Credentials for "Basic" Authentication Type. The Credentials definition should be as follows. User as "Runtime User". User Password as "Runtime Password". Required then Authentication Type is “Basic” or “Oauth2 (ServiceNow API endpoint)”	1.0.0
Client Credentials	Credentials	Client Credentials. The Credentials Definition should be as follows: Client ID as "Runtime User". Client Secret as "Runtime Password" Required then Authentication Type is “Oauth2 (ServiceNow API endpoint)”	1.0.0
Client Certificate Path	Text	Full Path of the public key certificate for SSL client-side authentication. The file must be in PEM format. Required when Authentication Type is set to “Certificate Based Authentication”	1.0.0
Client Private Key Path	Text	Full Path of the private key file for SSL client-side authentication. The file must be in PEM format and not encrypted. Required when Authentication Type is set to “Certificate Based Authentication”	1.0.0
Source	Text	The name of the event source type. For example, “SCOM” or “SolarWinds”.	1.0.0
Event Class	Text	Specific instance of the source. For example, “SCOM 2012 on 10.20.30.40”	1.0.0
Node	Text	The Node field should contain an identifier for the Host (Server/Switch/Router/etc.) that the event was triggered for. The value of the Node field can be one of the following identifiers of the Host: Name FQDN IP Mac Address If it exists in the CMDB, this value is also used to bind the event to the corresponding ServiceNow CI.	1.0.0
Resource	Text	If the event refers to a device, such as, Disk, CPU, or Network Adapter, or to an application or service running on a Host, the name of the device or application must be populated in this field. For example “Disk C:\” or “Nic 001”.i	1.0.0
Metric Name	Text	Name of the metric that triggered the alert. For example, “Used Memory” or “Total CPU utilization”.	1.0.0
Type	Text	The type of event. This type might be similar to the Metric Name field, but is used for general grouping of event types.	1.0.0
Message Key	Text	This field is used for de-duplication of events. For example, there might be two events for the same CI, where one event has CPU of 50% and the next event has CPU of 99%. Where both events must be mapped to the same ServiceNow alert, they should have the same message key. The field can be left empty.	1.0.0
Additional Info	Script	This field is referencing a UAC Script in JSON key/value format, and is meant to contain any information that might be of use to the user. It does not map to a pre-defined ServiceNow event field. Examples include IDs of objects in the event source, event priority (if it is not the same as severity), assignment group information, and so on. An example of a script content is below: `{ "pid": "12343", "process_name": "servlssd", "event_priority": "10" }`	1.0.0
Time Of Event	Text	Time when the event occurred on the event origin. The format is: yyyy-MM-dd HH:mm:ss. If left empty the the current Agent local time is used.	1.0.0
Resolution State	Text	The resolution state of the Event. If left empty the state is New. Possible Values: New – (Default) Closing	1.0.0
Severity	Choice	Severity of the event. Possible Values: – None – (Default) 0 - Clear 1 - Critical 2 - Major 3 - Minor 4 - Warning 5 - OK	1.0.0
Extension Output Options	Choice	Control the Extension Ouput “results” --None-- : No additional information i printed on Extension output “result”. – (Default) Print Detailed Event Information : Event information provided by ServiceNow Endpoint is printed on Extension output “result”.	1.0.0

Cancelation and Rerun

In the case of Rerun, the same Event will be sent again to ServiceNow

Exit Codes

Exit Code	Status	Status Description	Meaning

Exit Code	Status	Status Description	Meaning
0	Success	“SUCCESS: Task executed successfully.“	Successful Execution
1	Failure	“Execution Failed: <<Error Description>>”	Generic Error. Raised when not falling into the other Error Codes.
2	Failure	“Authentication Error: Account cannot be authenticated.“	Bad credentials
3	Failure	“Authorization Error: Account is not authorized to perform the requested action.“	Insufficient permissions
20	Failure	“Data Validation Error: <<Error Description>>“	Input fields validation error.

STDOUT and STDERR

STDOUT and STDERR provide additional information to User. The populated content can be changed in future versions without notice. Backward compatibility is not guaranteed.

How To

Import Universal Template

To use the Universal Template, you first must perform the following steps.

This Universal Task requires the Resolvable Credentials feature. Check that the Resolvable Credentials Permitted system property has been set to true.
To import the Universal Template into your Controller, follow these instructions.
When the files have been imported successfully, refresh the Universal Templates list; the Universal Template will appear on the list.

Modifications of this integration, applied by users or customers, before or after import, might affect the supportability of this integration. For more information refer to Integration Modifications.

Configure Universal Task

For a new Universal Task, create a new task, and enter the required input fields.

Integration Modifications

Modifications applied by users or customers, before or after import, might affect the supportability of this integration. The following modifications are discouraged to retain the support level as applied for this integration.

Python code modifications should not be done.
Template Modifications
- General Section
  - "Name", "Extension", "Variable Prefix", "Icon" should not be changed.
- Universal Template Details Section
  - "Template Type", "Agent Type", "Send Extension Variables", "Always Cancel on Force Finish" should not be changed.
- Result Processing Defaults Section
  - Success and Failure Exit codes should not be changed.
  - Success and Failure Output processing should not be changed.
- Fields Restriction Section
  The setup of the template does not impose any restrictions, However with respect to "Exit Code Processing Fields" section.
  1. Success/Failure exit codes need to be respected.
  2. In principle, as STDERR and STDOUT outputs can change in follow-up releases of this integration, they should not be considered as a reliable source for determining success or failure of a task.

Event Template configuration when related to “Metric Label Attributes” & “Optional Metric Labels” is allowed. However, administrators should be cautious of high cardinality scenarios that might occur.

Users and customers are encouraged to report defects, or feature requests at Stonebranch Support Desk.

Document References

This document references the following documents:

Document Link	Description

Document Link	Description
Universal Templates	User documentation for creating, working with and understanding Universal Templates and Integrations.
Universal Tasks	User documentation for creating Universal Tasks in the Universal Controller user interface.

Changelog

ue-servicenow-event-1.0.1 (2024-04-25)

Fixes

Fixed: Fixed bug where the contents of the additional_info field were not being properly recognized by ServiceNow

ue-servicenow-event-1.0.0 (2024-03-14)

Initial Version