Integrating ServiceNow with
AIOps for NGFW

Learn how to set up the integration between
AIOps for NGFW
and ServiceNow.
When configuring your ServiceNow integration on the
AIOps for NGFW
Notification Rule, you need the following:
  • Configured ServiceNow instance with administrative access
  • ServiceNow username and password with web access and specific roles to create incidents or query various tables
  • Client ID and Password created under Application Registry in order to authorize AIOps to access your ServiceNow Instance
  • URL of your ServiceNow instance
Your ServiceNow instance should also have an
table for AIOps to send alerts to, and
Assignment Groups
so that these alerts can be raised to specific people.
  1. Creating a ServiceNow Rest User.
    Create a new ServiceNow User with specific roles to read and write to the various tables needed for the integration (Incident, Assignment Groups, and Assignees).
    1. To create a user in ServiceNow, navigate to
      Security > Users and Groups
    2. Check the
      Web service access only
      check box and submit your changes.
    3. Search for the newly created user. Select the
      tab in the table at the bottom of the page and click
      . You will need to give the user permissions for the following three roles:
      itil, sn_incident_read
      , and
      . Save your changes.
    4. Click
      Set Password
      on the User page. In the pop-up window, click
      Save Password
      . Make sure to copy the password to a secure location along with the User ID. This information will be used to populate the
      ServiceNow User
      credentials in
      AIOps for NGFW
  2. Create a Web OAuth client.
    An OAuth client is required for
    AIOps for NGFW
    to authenticate into your ServiceNow instance.
    1. Navigate to
      System OAuth > Application Registry
    2. Create a new entry and select
      Create an OAuth API endpoint for external clients
      in the following page.
    3. Add a Name for the OAuth and create a
      Client Secret
      . The
      Client Secret
      can also be left blank if an auto-generated secret is wanted. Click
      and then navigate back to the Application Registry entry and save both the
      Client ID
      Client Secret
      in a safe place. This information will be used under the
      Client credential
      forms in
      AIOps for NGFW
  3. Add ServiceNow Account Settings information in
    AIOps for NGFW
    Add the information from the previous steps in
    AIOps for NGFW
    to complete the integration between ServiceNow and
    AIOps for NGFW
    You need the following:
    • Your
      ServiceNow Instance URL
    • ServiceNow User
      from Step 1
    • Client ID
      Client Secret
      from Step 2
    1. In
      AIOps for NGFW
      , navigate to
      Alert Notification Rules
      and click
      Add Notification Rule
    2. Fill in fields such as
      Rule Name
      Alert Condition
      , then click the check box for
      Notification Type and Recipients
    3. Click
      ServiceNow Account Settings
      at the bottom of the sidebar. Fill the following form with the information that was saved previously.
      ServiceNow User
      ServiceNow Password
      from Step 1, where you set up the Rest User.
      Client Id
      Client Secret
      from Step 2, where you set up the Application Registration. Leave the version as is. Click
      to save the configuration and post a test incident to your ServiceNow instance. This must be successful to proceed. Click
    4. Expand the
      Please select a template
      drop down, and click
      Create a new ServiceNow Template
    5. Enter
      ServiceNow Template Name
      and then choose a group from the
      Assignment Group
      drop-down list. Choose an assignee from the
      drop-down list. Note that these drop-down lists are populated by calling the following tables from your ServiceNow instance:
      • System Security > Users and Groups > Users
      • System Security > Users and Groups > Groups
      If there are no Groups defined, then the
      Assignment Group
      drop-down list will not populate. If there are no Users assigned to a specific Group, the
      drop-down list will not populate. Click
      and then
      Save Rule

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