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ServiceNow

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Overview

ServiceNow is an IT service management platform for recording, tracking, and managing a company’s enterprise-level IT processes in a single location.

The Datadog ServiceNow integration is a two-way integration that allows you to:

  1. Create tickets from triggered monitors in Datadog with the @notification feature. Assignment Groups are automatically pulled in as separate @notification groups when the Datadog-ServiceNow integration is enabled. Additionally, this integration enables you to add Datadog-generated graphs and comments to ServiceNow tickets, as well as manage the resolution workflow from within Datadog.
  2. Push Datadog configuration data to the CMDB which allows to use Datadog as a discovery source for ServiceNow. Default Transform Maps are provided to govern how the configuration data is either reconciled or added to the CMDB. The transformation maps can also be customized to the needs of the existing CMDB.
  3. Pull configuration data from CMDB configuration items like the attributes: business service, tags, and others and add those as tags to Datadog hosts.

Setup

Install the latest Datadog Update Set on your ServiceNow instance to customize the data received in ServiceNow and make custom transformations to your tables. In detail, the Datadog Update Set creates:

  • A set of interim tables for your Datadog notifications and configuration data to be send to.
  • Transform maps that allow you to control how the data is mapped to other tables.

Installation

  1. Install the Datadog Update Set in ServiceNow.
  2. Add Datadog as a Discovery Source.
  3. Verify ImportSet Transform Maps and define additional mappings and transformations.
  4. Enter your ServiceNow details in the Datadog-ServiceNow integration tile.
  5. Configure the Datadog-ServiceNow Integration Settings to sync your tags.

Install Datadog Update Set

In ServiceNow:

  • Search for Update Set.
  • Find Retrieved Update Sets in the menu.
  • Manually import the Datadog-SNow_Update_Set_vX.X.X.xml file.

Import the Datadog XML Update Set provided. Note: If you are planning to use the CMDB portion of the integration, reach out to Datadog Support team to receive the latest Datadog XML Update Set.

Once you upload the XML file, it shows a state of Loaded. Click on the name of the Update Set to preview and commit the code to the system.

Preview the Update Set to ensure there are no errors:

Select Commit Update Set to merge the application into your system:

You should now be able to search for Datadog in the navigation menu and see tables appear:

Add Datadog as a Discovery Source

Datadog must be added as a discovery source to be able to match and add CIs into the CMDB. Navigate to System Definition > Choice Lists and create a new entry with the following values: - Table: Configuration Item [cmdb_ci] - Element: discovery_source - Label: Datadog - Value: Datadog

Verify Import Set Transform Maps

Datadog provides Transform Maps that create incidents and CMDB Configuration Items. Since every CMDB can potentially be different, you should verify the default match required by your CMDB.

To navigate to the Transform Maps:

  1. Search for “Datadog Tables” or “Import hosts”.
  2. Choose a table on the sidebar.
  3. Click on the Transform Maps button in the Related Links section.

Transform Maps for the “Datadog Incident”, “Datadog Event” tables

The “Datadog Incident” and “Datadog Event” tables use a transform map to transform Datadog events to corresponding incidents and events in ServiceNow.

Transform Maps for the “Import hosts” table

The “Import hosts” table has two Transform Maps, one for each potential profile that can be created. If the operating system is Linux, then the cmdb_ci_linux_server profile is created (or matched with an existing CI). Otherwise the cmdb_ci_server profile is used as a fallback. Additional Transform Maps can be created to make sure the right Configuration profiles are being used.

For more details about how to modify or define additional mappings and transformations, see the ‘Defining custom mappings’ section.

Enter your ServiceNow details in the integration tile in Datadog

  • In Datadog, go to the Integrations page and find the Datadog-ServiceNow integration tile.
  • Add the instance name, which is the subdomain only, i.e. : .service-now.com.
  • Add the username and password for your ServiceNow instance - Note that you can create a limited user in ServiceNow just for Datadog.
  • Select the intermediary table you want to send notifications to from the dropdown.

Configure Datadog integration settings for syncing tags

Tags can be added to hosts that have been matched with ServiceNow CMDB CIs within Datadog. To configure them:

  1. Go into your ServiceNow account.

  2. Search for the Datadog Integration.

  3. Click on the Datadog Integration Settings in the menu.

By default, no tags are synced from ServiceNow to Datadog. There are 3 potential sources of data that can be used as tags:

  • Label Tags
  • Business Services that are related to the CI
  • A list of Configuration Item attributes

In the example configuration below, the Label Tags and Business Services are added as tags. Further the sys_id and sys_class_name attributes will also be added as tags.

Defining custom mappings

Click on Datadog Incident Tables (for example) and navigate to the bottom of the record to see the link for the associated transform map:

Understanding the Mapping

Click on the name of the transform map to view the record:

At the top are two important fields on the Transform record - Source table and Target table:

Notes:

  • The source is the Import Set table you selected (Datadog Incident Tables) and the target is your actual Incident table (or Event table) where events are stored.

  • The field mappings are at the bottom of the record. Some basic mappings are included. This is where you select the fields to include, define the format, and select the target fields in your ServiceNow instance.

Add a new field mapping

Click New:

Select the source and target fields for one to one mappings:

Or, check the Use source script box and define transformations:

Define multiple mappings quickly

Use Mapping Assist (under Related Links) to map several source and target fields:

Permissions

The ServiceNow user needs x_datad_datadog.user, import_set_loader, and import_transformer roles so that it can access the import tables and properly apply the transform maps.

If you’re using the legacy way of sending notifications directly to either the Incident table or Event table, you need the itil and evt_mgmt_integration roles.

Validation

To validate the integration is set up correctly, add @servicenow in a monitor or event notification. The raw data populates rows in the interim table and is forwarded to the ServiceNow table specified in the mappings and transformations you created.

Troubleshooting

If you’re not seeing events in your ServiceNow tables:

  • Seeing an error message in your Datadog integration tile or an Error while trying to post to your ServiceNow instance notification:
    • Check that you only used the subdomain when you entered your instance name.
    • Check that the user you created has the required permissions.
    • Double check that the username and password are correct.
  • The integration is configured, an alert triggered, and no ticket is created:
    • Confirm that the interim table is populated. If so, the issue is with mappings and transformations. You can debug your mappings and scripts further by navigating to Transform Errors in ServiceNow.
    • Confirm that you’re working with the interim table you specified in the tile.

Need additional help? Contact Datadog support.

Knowledge Base

Auto-generate support tickets from Datadog alerts

After ServiceNow is connected to your Datadog account, alerts received can automatically create support tickets and send them to the ServiceNow ticketing queue. From there, your support team is notified of issues using the communication workflows that you have already established inside ServiceNow. Mention @servicenow in the alert message or add @servicenow to the notification list for that monitor.

Use variables in ticket payload and field mappings

Variables can be used in the body of your alerts or in field mappings to ensure details from the event are included in ServiceNow. For example, you can include the title and severity in the appropriate ServiceNow field or you can include a link back to the specific incident in Datadog right from the ServiceNow ticket.

Automate support resolution workflow

Once the monitor state returns to normal, the associated support ticket is automatically marked as “resolved”.

Send Datadog graphs to ServiceNow

In addition to automating ticket creation and resolution, you can also use Datadog to create ServiceNow tickets on an ad hoc basis whenever you see something in Datadog that needs your team’s attention. Click the camera icon to share a snapshot of any Timeboard graph, add some context in the comment box to help your colleagues interpret the graph, and @servicenow to send the graph and your comments to ServiceNow.

Further Reading

Additional helpful documentation, links, and articles: