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Integrating with SNOW ITOM
ServiceNow® ITOM Enterprise delivers a comprehensive and integrated set of ITOM capabilities including infrastructure discovery, event management, automation/orchestration, operational intelligence, and many more. The ServiceNow Event Management solution in particular, consolidates, correlates, and analyzes data from all of your monitoring tools to deliver real-time information about the health of business services and IT infrastructure.
eG Enterprise integrates with ServiceNow Event Management, so that eG alerts can be automatically sent into ServiceNow for correlation and analysis.
To integrate eG Enterprise with ServiceNow ITOM, do the following:
Select the Manager option from the Settings tile.
Figure 11 will then appear. From the manager settings tree in the left panel of Figure 11, select the ITSM/Collaboration Integration node. The third-party ITSM/Collaboration tools that eG Enterprise can integrate with will be listed in the right panel.
Now, click on the SNOW ITOMoption in the right panel (see Figure 11). A SNOW ITOM section will now appear in the right panel (see Figure 12).
Then, specify the following in Figure 12:
Authorization Type: The eG manager sends alarm information to ServiceNow as a web service request to the configured URL. Upon receipt of the request, ServiceNow will attempt to validate the source of the request using one of the following authentication methods:
O Auth 2.0 authentication
If ServiceNow enforces Basic Authentication, then select the Basic option from the Authorization Type drop-down. Where Basic Authentication is enforced, ServiceNow requires that web service requests be accompanied by the username and password of a user who has access to the ServiceNow instance. Accordingly, if Basic is set as the Authorization Type, you need to provide the credentials of a user with the right to access ServiceNow in the User and Password text boxes.
On the other hand, if ServiceNow enforces the O Auth 2.0 authentication method, then select the OAuth 2.0 option from the Authorization Type drop-down. O Auth 2.0 lets users access instance resources through external clients by obtaining a token rather than by entering credentials with each resource request. This means that where O Auth 2.0 is enforced, the eG manager needs to obtain an access token, so it can create/modify trouble tickets in ServiceNow. For this, the eG manager should first connect to the ServiceNow instance as a user who is authorized to request for an access token, and then submit web service requests as a valid 'Client'. This is why, if OAuth 2.0 is set as the Authorization Type, you will have to specify the following: