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ServiceNow

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Overview​

ServiceNow is a CMDB (configuration management database) to define, manage, automate and structure IT services. Integrate your ServiceNow instance with Cortex to import your services and teams. Use this integration to drive insights into values such as:

  • Service discovery
  • Ownership
  • Team membership

How to configure ServiceNow with Cortex​

Prerequisites​

Your ServiceNow user must have the sn_cmdb_user permission enabled.

Step 1: Configure the integration in Cortex​

  1. In Cortex, navigate to the ServiceNow settings page:
    1. In Cortex, click your avatar in the lower left corner, then click Settings.
    2. Under "Integrations", click ServiceNow.
  2. Configure the ServiceNow integration form:
    • Instance name: Enter a descriptive name.
    • Username and Password: Enter your ServiceNow username and password.
  3. Click Save.

Stay on this page for the next steps.

Step 2: Configure table mappings​

  1. On the ServiceNow integrations settings page, click Add table mapping on the right.
  2. Configure the "Add table mapping" form:
    • Choose a mapping type: Select whether your data will map to a Service, Team, Team members, or Team & Team member relationships.
    • Table name: Enter a descriptive name.
    • Table filter query:
    • ID column name: Enter the column name that contains the ID of the record.
    • Name column name: Enter the column name that contains the name of the record.
    • Description column name: Enter the column name that contains the description of the record. Configure the table mappings form
    • Note: To import teams, you must configure table mappings for the team, its team members, and their relationships.
  3. Click Save table mapping.

How to connect Cortex entities to ServiceNow​

To import entities from ServiceNow, follow the steps described below.

Import entities from ServiceNow​

To import services:

  1. In the main nav of Cortex, click Catalogs > All entities.
  2. On the right side of the Entities page, click Import entities.
  3. Select the entity type "Service".
  4. On the "Import entities" page, select ServiceNow.
  5. A list of discovered entities will appear. Click an entity to add it.
  6. When you are finished adding entities, click Add services.

To import teams:

  1. In the main nav of Cortex, click Catalogs > All entities.
  2. On the right side of the Entities page, click Import entities.
  3. Select the entity type "Teams".
  4. On the "Import entities" page, select ServiceNow.
  5. A list of discovered entities will appear. Click an entity to add it.
  6. When you are finished adding entities, click Add teams.

Editing the entity descriptor​

When the entity is connected to ServiceNow, the entity YAML will look like the following:

x-cortex-servicenow:
  services:
  - tableName: cortex-services
    id: 1

Configuring ownership of your ServiceNow entities​

To import teams, specify the ServiceNow tables to pull teams, team members, and their relationships from and their mapping under Settings > ServiceNow. After doing so, you'll see these teams in the "Import Teams" flow and can follow the steps to import them.

You can define the following block in your Cortex entity descriptor to add your ServiceNow group as an owner. 
x-cortex-owners:
  - type: group
    name: My ServiceNow Team
    provider: SERVICE_NOW
    description: This is a description for this owner # optional

The value for name should be the name of the team as defined in ServiceNow (case-sensitive).