: Configure ServiceNow CloudBlade Parameters
Focus
Focus

Configure ServiceNow CloudBlade Parameters

Table of Contents

Configure ServiceNow CloudBlade Parameters

On the
ServiceNow CloudBlade
, click
Configure
to configure ServiceNow parameters.
Some of the ServiceNow parameters display the column name and not the label, which is typically displayed on the UI as the column header.
ServiceNow Parameters
Description
ServiceNow URL
This field contains the
URL
that will be used to connect to the ServiceNow instance via the ServiceNow Table APIs. The
URL
must include the entire domain name and the table name. The
URL
follows the following format: https://<domain name>/api/now/table/myTablewhere
myTable
is the name of the Table on ServiceNow where tickets will be created.
ServiceNow Username
Incident tickets on ServiceNow will be created using this User. Make sure that the User has the right set of privileges, especially to make changes to the table via APIs. The ServiceNow Developers document lists the following roles to be assigned to a user: Role required:
web_service_admin, rest_api_explorer, or admin
ServiceNow Password
Password
for the above user. These credentials will be used by the CloudBlade to create/edit tickets on the ServiceNow instance using the ServiceNow Table APIs.
Poll Interval
Poll Interval is the interval time in seconds. After you install, the CloudBlade will query the controller for any standing alarms based on the set poll interval.
Retry Attempts
Retry attempts indicate the number of attempts that happen when a ticket could not be created for an event. Retry attempts can be anywhere between 0 and 5. The default value is 3.
Exclude Events Raised and Cleared during Poll Interval
When this option is checked, the events which are created and cleared (resolved) during the poll interval will not be ticketed in ServiceNow.
Event Codes
These are event codes used in monitoring and which need incident tickets to be created in ServiceNow. These event codes need to match the
Prisma SD-WAN
event codes. You can select one or multiple event codes from the drop-down, for example: NETWORK_VPNLINK_DOWN, NETWORK_DIRECTINTERNET_DOWN,NETWORK_DIRECTPRIVATEWAN_DOWN.
ServiceNow Table Column to Store: EventCode
Column name on the Incident table to store
Prisma SD-WAN
event code
.
ServiceNow Table Column to Store: CorrelationID
Column name on the Incident table to store
Prisma SD-WAN
event
correlation_id
.
ServiceNow Table Column to Store: Severity
Column name on the Incident table to store
Prisma SD-WAN
event
severity
.
ServiceNow Table Column to Store: EventID
This is an optional field. This is a Column name on the Incident table to store a
Prisma SD-WAN
Event
ID
.
ServiceNow Table Column to Store: Time
This is an optional field. This is a Column name on the Incident table to store the
Prisma SD-WAN
event
time
.
ServiceNow Table Column to Store: Site_ID
This is an optional field. This is a Column name on the Incident table to store a
Prisma SD-WAN
event
site_id
, which is translated to its
site name
.
ServiceNow Table Column to Store: Element_ID
This is an optional field. This is a Column name on the Incident table to store
Prisma SD-WAN
event
element_id
, which is translated to its device name.
ServiceNow Table Column to Store: Entity_Ref
This is an optional field. This is a
Column name
on the Incident table to store
Prisma SD-WAN
event
entity_ref
, after a name-ID translation.
ServiceNow Table Column to Store: Info
This is an optional field. This is a Column name on the Incident table to store
Prisma SD-WAN
event
info
, after a name-ID translation.
ServiceNow Table Column to Store: Acknowledged
This is an optional field. This is a Column name on the Incident table to store
Prisma SD-WAN
event
acknowledged
attribute.
ServiceNow Table Column to Store: Cleared
This is an optional field. This is a Column name on the Incident table to store
Prisma SD-WAN
event
cleared
attribute.
ServiceNow Table Column to Store: Type
This is an optional field. This is a Column name on the Incident table to store
Prisma SD-WAN
event
type
.
ServiceNow Table Column to Store: Suppressed
This is an optional field. This is a Column name on the Incident table to store a
Prisma SD-WAN
event
suppressed
state.
ServiceNow Table Column to Store: Suppressed_Info
This is an optional field. This is a Column name on the Incident table to store a
Prisma SD-WAN
event
suppressed info
.
ServiceNow Table Column to Store: Policy_Info
This is an optional field. This is a Column name on the Incident table to store a
Prisma SD-WAN
event
policy info.
ServiceNow Table Column to Store: Notes
This is an optional field. This is a Column name on the Incident table to store the
Prisma SD-WAN
event
notes
.
ServiceNow Table Column to store Incident State
This is a mandatory field. This is a Column name to store the state of an
incident
. This column will be set to Resolved, once the event condition for which the ticket was created is resolved.
ServiceNow Table: Custom
This is an optional field. This field is for any custom value that you intend to include for every incident ticket. This is typically used by IT organizations to include details about an environment or to include caller information. Enter a value in JSON format for this field i.e. key-value pairsFor example:“caller”: “Prisma SDWAN Auto Ticketing”,“environment”: “Production”
For Insights, the following columns need to be populated:
Circuit Insight Parameters
Description
ServiceNow URL
This field contains the
URL
that will be used to connect to the ServiceNow instance via the ServiceNow Table APIs. The
URL
must include the entire domain name and the table name. The
URL
follows the following format: https://<domain name>/api/now/table/myTable, where
myTable
is the name of the Table on ServiceNow where tickets will be created.
ServiceNow Username
Incident tickets on ServiceNow will be created using this User. Make sure that the User has the right set of privileges, especially to make changes to the table via APIs. The ServiceNow Developers document lists the following roles to be assigned to a user: Role required:
web_service_admin, rest_api_explorer, or admin
.
ServiceNow Password
Password
for the above user. These credentials will be used by the CloudBlade to create or edit tickets on the ServiceNow instance using the ServiceNow Table APIs.
Poll Interval
Poll Interval is the interval time in days. After you install, the CloudBlade will query the controller for any circuit insights based on the set poll interval.
Circuit Insights
These are circuit insights generated by the
Prisma SD-WAN
controller for which incident tickets will be created in ServiceNow. You can select one or multiple insights from the drop-down.
Insight Type
This is a mandatory field. This is the name of the column where the insight type or the insight name will be stored.
Site Name
This is a mandatory field. This is the name of the column to store the name of the site where this insight was generated.
Circuit Name
This is a mandatory field. This is the name of the column to store the name of the circuit where this insight was generated.
Start Time
This is a mandatory field. This is the name of the column to store the start time when this insight was detected.
End Time
This is a mandatory field. This is the name of the column to store the end time when this insight was detected.
Direction
This is a mandatory field. This is the name of the column to store the traffic direction where the insight was observed.
Data
This is a mandatory field. This is the name of the column to store all the relevant data pertaining to the insight viz, metrics data, top talkers, bw utilization, etc.

Recommended For You