ServiceNow Integration

The Device42 ServiceNow Integration connects Device42 to ServiceNow. The integration enables users to seamlessly add Device42’s IT infrastructure management capabilities to their ServiceNow solution for an enhanced IT experience.

ServiceNow integration: Feature Overview

Syncronized Device42 Data in ServiceNow

Using the Device42-ServiceNow integration connector, ServiceNow users can synchronize Device42’s enhanced asset management and tracking capabilities to their ServiceNow IP-enabled configuration items (CI) data maintained inside ServiceNow’s Configuration Management Database (CMDB). This synchronization can be manually refreshed at any time by the user and also scheduled for automatic refresh at user-defined intervals.

View/Edit CI Details from ServiceNow Requests

Device42 Application Window in ServiceNow

In addition, the Device42-ServiceNow integration enables the creation of ServiceNow navigation controls that seamlessly create a Device42 application window from within the ServiceNow UI. This provides access to Device42’s capabilities not found in the ServiceNow application while, at the same time, combining ServiceNow’ s best-of-breed capabilities, such as workflow management, and IT trouble ticketing, not found in Device42.

ServiceNow Integration — Technical Overview

Application Data Sources

Each ServiceNow data source points to one data source endpoint. From ServiceNow, the URI endpoints look like this:
/sn/devices/0cf588e2-4416-44e0-4dsf-erer45yut/

The general request flow is as follows:

  1. When a request is made to the CC (Cloud Connector), the CC finds the appropriate account (by matching verification tokens). That account’s appliance_guid and am_guid are then utilized by the WebSocket server to route the request to the appropriate client.

  2. The CC then runs the appropriate DOQL query against the proper Device42 instance on behalf of the requesting ServiceNow instance, and then returns the query results to ServiceNow for processing by the datasource transformation maps.

The Cloud Connector

Note that the ServiceNow integration uses the Device42 Cloud Connector to facilitate communication between a user’s ServiceNow Cloud instance and Device42 instance without requiring that Device42 be exposed to the internet.

This is accomplished by re-use of a WebSocket connection initiated by the Device42 appliance to the Cloud Connector.

For a detailed rundown of the Cloud Connector communication & security architecture, see our Cloud Connector documentation here.

Integration Setup / Configuration Overview

Downloading the ServiceNow Integration

Download the Device42 – ServiceNow connector from the ServiceNow Marketplace

Installation / configuration of the integration

1) Login to Device42, go to Tools > External Integrations

2) Create a new External Integration using ServiceNow from the drop down, set the URL as your ServiceNow URL.

Note the Verification Token, you’ll need to enter this in ServiceNow:

Select External integration to view

3) Login to your ServiceNow instance and install the Device42 integration.
Download and install the Device42-ServiceNow connector from the ServiceNow store and install it.

Install the Device42-ServiceNow integration

4) Once installed, search for Device42 Settings and click on it:

Device42 Settings in ServiceNow

a) On the settings page click at the top of the page to enable editing (See below)
b) Fill in URL for Device42 connector (connect.device42.net), Paste in the Verification token you have from D42 (see first steps above) and enter your D42 URL, then SAVE.

Enter verification token and settings

5) Configure data sync schedules as appropriate for your environment. Search ServiceNow for “System Import Sets” to find the schedules page:

ServiceNow Schedules

These can be scheduled to run at certain times – they should be run in a certain order (as Ive highlighted above) – Devices, IP’s, Services, Software Details and Software Instances
You can click on an individual schedule to edit it or to ‘Execute Now’:

Configure Scheduled Syncs

You can verify that the imports ran correctly by searching ServiceNow for System Import Sets – Import Sets, then visiting that item (click):

Verify tasks ran correctly by looking at timestamps

You’ll be brought to a page where you can view all the imports that ran:

All imports that ran, results

Click on one to open it:

View Scheduled import run log details

The above results show that there were 53 inserts to Windows and 29 inserts for Linux (the other ~800 that were ignored were other devices like switches, etc., which are not imported by the default configuration.)

Required ServiceNow User Roles for Non-Admins

For the ServiceNow integration, there are a few user roles that need to be granted to a user to allow them to edit our Data Sources / Transform Maps. This is not required for the application to run “out of the box”, but if customers want to make changes, they’ll need to add the following user roles to authorized users:

Roles required for non-admin ServiceNow users
ServiceNow User Management Screen

The specific groups required for users who AREN’T already ServiceNow admins, for full integration functionality and the ability to edit the CI transform maps and data sources are:

  • import_set_loader
  • import_transformer
  • import_scheduler
  • import_admin
  • x_192652_device42.Device42_Admin

A quick overview of the Device42-ServiceNow connector, screenshots, and links to the ServiceNow store can be found on our ServiceNow integration page

If you have any questions that weren’t covered here feel free to reach out to support@device42.com