We have updated this extension and published a new one with the changes. Please get the new extension from ServiceNow REST API Alerting Extension
ServiceNow (http://www.servicenow.com) is a software-as-a-service (SaaS) provider of IT service management (ITSM) software. AppDynamics integrates directly with ServiceNow to create tickets in response to alerts. With the ServiceNow integration you can leverage your existing ticketing infrastructure to notify your operations team to resolve performance degradation issues.
If you're using the ServiceNow Calgary release, then you must upgrade to Patch 4 or the more recent GA (Generally Available) version which contains the JSON V2 web services plugin.
1. Download and unzip the ServiceNowAlertingExtension into your <Controller Home> directory.
2. Modify the parameters in the<Controller Home>/custom/actions/createServiceNowTicket/params.sh file as follows:
a. Assign the ASSIGN_TO variable to be a person or department account that is authorized in the ServiceNow system and to which auto generated tickets can be assigned.
b. Assign the DOMAIN variable to be your ServiceNow domain. For example,
c. Assign the USER variable to be the username that will issue these generated tickets.
d. Assign the PASSWORD variable to be the password of the entered username that will issue these generated tickets.
e. Assign the SERVICENOW_VERSION variable to be the target version of ServiceNow instance you are sending alerts to. Valid values are "Calgary" and "Dublin".
In case you're using the Calgary release, upload the update set file found in the
In case you're using the Dublin release, upload the update set file found in the
Once, you have uploaded the update set file, click on Preview and then Commit the update set file.
Note: Please be advised there is a potential for performance impacts on very large scale environments and that these imports should take place during off-peak hours.
4. Modify the createServiceNowTicket.sh file using the following table to correspond with the parameters in the params.sh file:
|AppDynamics Parameters||ServiceNow Parameters||Comments|
|assigned_to||This is the field used to assign an incident to an individual/department. The email address or full name of the designated user can be written here. This should be entered into the params.sh file as an email address that is already configured in the ServiceNow environment.|
|description||The format is as follows for the following Policy Violation Parameters:|
|SEVERITY||impact||Represents the impact of the new Problem. Use the SEVERITY parameter where: ERROR = 1, WARN = 2, and INFO = 3|
|knowledge||This is either "true" or "false" but for policy violations, leave this as "false". known_error||This is either "true" or "false" but for policy violations, leave this as "true".|
|PRIORITY||priority||This is a value from 1 to 5 where: 1 = Critical, 2 = High, 3 = Moderate, 4 = Low, 5 = Planning. The PRIORITY parameter will fill this out directly.|
4. Install Custom Actions
To create a Custom Action using ServiceNow, first refer to the Installing Custom Actions into the Controller topic here(requires AppDynamics login.)
The custom.xml file and createServiceNowTicket directory used for this custom notification are located within the <Controller Home>/custom/actions directory.
5. Place the createServiceNowTicket/ directory (containing params.sh and createServiceNowTicket.sh) along with thecustom.xml file into the <Controller Home>/custom/actions/ directory.
6. Look for the newest created Problem in ServiceNowNow.
When a problem is created through AppDynamics it should look similar to the following screenshots.
The following is an overview shot of ServiceNow:
The following shows the specifics of the ticket description:
Note: The "assigned to" field has "Beth Anglin" current in place here. This is simply an example name and if properly inserted into the params.sh file it will display whichever file is needed
Always feel free to fork and contribute any changes directly via GitHub.
For any questions or feature request, please contact AppDynamics Center of Excellence.
AppDynamics 3.7, 3.8
ServiceNow Calgary Patch 4, Dublin
Version 1.2: Added support for the "Dublin" version of ServiceNow.
Version 1.3: Added backward compatibility for the "Calgary" version and logging support.
Version 1.4: Added ServiceNow update sets for AppDynamics.
Version 1.5: Modified to use JSON V2 plugin to work with ServiceNow Calgary Update 6.
Note: This extension works only with a dedicated SaaS controller or an on-prem controller. Alerting extensions, currently do not support multi-tenant SaaS controllers.