How to add non standard ServiceNow impact, urgency and severity values to the sdgtw probe

Products

• DX Unified Infrastructure Management (Nimsoft / UIM)

Issue/Introduction

• ServiceNow provides the ability to define different values for the Impact, Urgency and Severity fields of incidents.
• When these custom values are defined the same values need to be mapped in the SDGTW probe to allow incidents to be raised with the correct values.
• This is possible by making REST API calls to the probe to alter its configuration.
• This document describes the process and calls to make in order to achieve this
• You will need to install the postman app from https://www.getpostman.com/ in order to follow these instructions.
  • You can use any REST client to achieve the same results.

• In this example the following values have been define for Impact , Urgency and Severity in ServiceNow
  
  

Item Text	Value
1 - Critical	1
2 - High	2
3 - Medium	3
4 - Low	4

Environment

Release: CNMSPP99000-8.47-Unified Infrastructure Mgmt-Server Pack-- On Prem
Component:

Resolution

• Install Postman from https://www.getpostman.com/
• configure the probe to loglevel 4 and restart
• Once probe has started view the probe log and and find the line similar to the following
  • validateIntegration method :url is http://<address>:<port>/ca-nim-sm/api/v2/config/integration/<ServiceNow_connection>/testConnection  unam pwd are ::: nimadmin::nimadmin
    • This contains the rest api url for the ServiceNow_connection
    • By default there is one ServiceNow_connection called ServiceNow
    • If you have cloned the default ServiceNow connection to support multiple instances of ServiceNow then you must identify the specific url for the required connection
      • imagine you have 3 connections called 
        • site1 
        • site2 
        • site3 
      • then there are 3 urls 
        • http://<address>:<port>/ca-nim-sm/api/v2/config/integration/site1/testConnection 
        • http://<address>:<port>/ca-nim-sm/api/v2/config/integration/site2/testConnection
        • http://<address>:<port>/ca-nim-sm/api/v2/config/integration/site3/testConnection
• Copy the url for the desired ServiceNow_connection and edit it in a text editor to 
  • http://<address>:<port>/ca-nim-sm/api/v2/config/integration/<ServiceNow_connection>/mapping/Incident
• Open Postman and login
• Create a new "Get Request" and a new collection if prompted
• Paste the edited url as the get request
• Select the Authorisation tab and define
  • Authorisation type = basic
  • username = nimadmin
  • Password = nimadmin
• Click Send

 

 

• View the response to verify the current settings are default

    <Mapping>
         <NIMField>impact</NIMField>
         <MDRField>impact</MDRField>
         <DefinedValues>High=1,Medium=2,Low=3</DefinedValues>
    </Mapping>

    <Mapping>
        <NIMField>urgency</NIMField>
        <MDRField>urgency</MDRField>
        <DefinedValues>High=1,Medium=2,Low=3</DefinedValues>
    </Mapping>

     <Mapping>
        <NIMField>severity</NIMField>
        <MDRField>severity</MDRField>
        <DefinedValues>High=1,Medium=2,Low=3</DefinedValues>
    </Mapping>

 

• Click the dropdown next to GET and select PUT

 

 

• Select the tab "Body" and the radio button "raw"
• Enter the following into body

[
  {
    "NIMField": "impact",
    "MDRField": "impact",
    "DefinedValues": "Critical=1,High=2,Medium=3,Low=4"
  }
,
  {
    "NIMField": "urgency",
    "MDRField": "urgency",
    "DefinedValues": "Critical=1,High=2,Medium=3,Low=4"
  }
,
  {
    "NIMField": "severity",
    "MDRField": "severity",
    "DefinedValues": "Critical=1,High=2,Medium=3,Low=4"
  }
]

• Select the headers tab and create a new key
  • Content-Type = application/json
• Click send
• View the response and verify that the settings have been changed e.g.

  •     <Mapping>

            <NIMField>severity</NIMField>

            <MDRField>severity</MDRField>

            <DefinedValues>Critical=1,High=2,Medium=3,Low=4</DefinedValues>

        </Mapping>

• Cold start (Deactivate and then activate) the SDGTW probe and the new values are available in the probe config allowing you to create the correct mappings

 

 

 

Additional Information

NOTE: It is essential that the values defined in the probe match the values assigned to the text in ServiceNow. e.g

Service Now Item Text	Service now Value	sdgtw probe setting
1 - Critical	1	Critical=1
2 - High	2	High=2
3 - Medium	3	Medium=3
4 - Low	4	Low=4

You should work with your ServiceNow Administrator to obtain the values they have defined for these fields

NOTE:  This change will remain in place until you either upgrade the sdgtw probe to a new release or remove, then reinstall the probe.  In both of these cases, the ServiceNow severity field mapping values will go back to the default set of 3 values (High, Medium, and Low) and at that point it will be necessary to change them again via the steps specified above.