Integrating ServiceNow with

AIOps for NGFW

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).
To create a user in ServiceNow, navigate to
Users
under
Security > Users and Groups
.

Check the
Web service access only
check box and submit your changes.

Search for the newly created user. Select the
Roles
tab in the table at the bottom of the page and click
Edit
. You will need to give the user permissions for the following three roles:
itil, sn_incident_read
, and
sn_incident_write
. Save your changes.

Click
Set Password
on the User page. In the pop-up window, click
Generate
and
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
.

Create a Web OAuth client.
An OAuth client is required for
AIOps for NGFW
to authenticate into your ServiceNow instance.
Navigate to
System OAuth > Application Registry
.

Create a new entry and select
Create an OAuth API endpoint for external clients
in the following page.

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
Submit
and then navigate back to the Application Registry entry and save both the
Client ID
and
Client Secret
in a safe place. This information will be used under the
Client credential
forms in
AIOps for NGFW
.

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
and
Password
from Step 1
Client ID
and
Client Secret
from Step 2
In
AIOps for NGFW
, navigate to
Alert Notification Rules
and click
Add Notification Rule
.

Fill in fields such as
Rule Name
and
Alert Condition
, then click the check box for
ServiceNow
under
Notification Type and Recipients
.
Click
ServiceNow Account Settings
at the bottom of the sidebar. Fill the following form with the information that was saved previously.
ServiceNow User
and
ServiceNow Password
from Step 1, where you set up the Rest User.
Client Id
and
Client Secret
from Step 2, where you set up the Application Registration. Leave the version as is. Click
Test
to save the configuration and post a test incident to your ServiceNow instance. This must be successful to proceed. Click
Next
.


Expand the
Please select a template
drop down, and click
Create a new ServiceNow Template
.

Enter
ServiceNow Template Name
and then choose a group from the
Assignment Group
drop-down list. Choose an assignee from the
Assignee
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
Assignees
drop-down list will not populate. Click
Next
and then
Save Rule
.