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Mutiny Connector for ServiceNow (ITSM)

Installation & Setup Guide

September 2020

Table of Contents

Introduction                                                  1
Artefacts                                                         2
Connector Architecture                             3
Mutiny Configuration                                 4
Alert Action Configuration                            4.1
Mutiny System Configuration                      4.2
ServiceNow Configuration                        5
Development and Release                           5.1
Update Set Installation                                 5.2
Integration User Account                             5.3
Event Management Configuration             5.4
Integration to Incident Management         5.5
Appendix                                                       6

1.   Introduction

The Mutiny Connector for ServiceNow is a ServiceNow ready integration that enables administrators to easily connect their Mutiny and ServiceNow environments.

The connector is built to support the integration of Mutiny events to the ServiceNow ITSM suite through the ServiceNow Incident Management application. If you are a ServiceNow Event Management customer and want to have Mutiny events created in the ServiceNow event table please contact your Mutiny representative

2.   Artefacts

To complete this installation and setup you will need:

●      Super admin access to Mutiny

●      Admin access to ServiceNow instances (dev, test and production)

●      “Mutiny Connector for ServiceNow 1.0 - ITSM.xml” update set file

●      Installation and Setup Guide - this document

3.         Connector Architecture

Mutiny to ServiceNow Architecture drawing

4.         Mutiny Configuration

   4.1.         Alert Action Configuration

Mutiny should be configured to send alert actions to the target ServiceNow instance.

This can be configured within the node status panel for each node within Mutiny. Using the Tracked Views method is the recommended way to do this in production.

4.2.         Mutiny System Configuration

The Mutiny system needs to be configured with which ServiceNow instance to send to, the endpoint on that instance and the username and password combination to use.

Speak to your Mutiny support about configuring your Mutiny system.

The following URL can be used as the endpoint:

Endpoint URL

https://<instance_name>.service-now.com/api/now/import/u_imp_mutiny_event_itsm

 

The username, password and instance name will also be required to complete setup, these will be covered in the section 5.3.

5.         ServiceNow Configuration

5.1.         Development and Release

All configurations should be loaded and tested in a sub-production environment before being repeated in production after adequate testing. This may include running the connector for a period to test and fully understand the sending of Events from Mutiny to ServiceNow.

5.2.         Update Set Installation

Load the update set, “Mutiny Connector for ServiceNow 1.0 - ITSM.xml” in your ServiceNow instance, ensuring you first load in a sub-production instance and conduct adequate testing.

For information on loading an update set from an xml file see the ServiceNow product documentation at https://docs.servicenow.com/bundle/orlando-application-development/page/build/system-update-sets/task/t_RetrieveAnUpdateSet.html

Once the update set has been loaded, preview the update set by clicking “Preview Update Set”. The preview should not generate any errors, if errors are detected contact your Mutiny account representative before proceeding. After previewing the update set commit it using the “Commit Update Set” action.

5.3.         Integration User Account

The Mutiny instance needs an integration account to authenticate to the ServiceNow instance. Best practice is to have a single specific user account for this integration with minimum privileges required.

Create a new user in the ServiceNow instance. The user should be named “mutiny_integration” or similar. Define a strong password for the user and mark the user as “Web Service Access Only”. Assign the user the “mutiny_integration_itsm” role to the new user.

Use the username and password created when configuring the Mutiny system in step 4.2.

5.4.         Transform Map Configuration

The Mutiny connector comes with a pre-configured Transform map that will pass through all Events received from the Mutiny system to Incidents. This transform map should be configured for your individual organisation’s needs as by default it is configured to generate incidents for ALL new Events with the same Node and Item Name.

Navigate to System Import Sets > Transform Maps and search for the map named “Imp Mutiny Event ITSM” to begin configuring it for your organisation.

5.5.         Application Role(s)

The Mutiny application installs two roles on the ServiceNow instance, see the table below for a description and usage for each role:

Role Name

Description

Usage

Contains Roles

mutiny_user_itsm

Application user role to monitor and view the application.

This role should be assigned to any user who is going to administer and manage the Mutiny events in ServiceNow.

 

mutiny_intergation_itsm

Integration user role with minimum privileges for the integration.

This role should be assigned to the integration user account only.

 

 

6.         Appendix

6.1.         logToServiceNow file

The following template is provided for reference and should be created in the [Admin]=>[Contacts]=>[Alert Templates]

File contents (instance_name, username and password should be set to that of your ServiceNow environment):

/usr/bin/curl "https://$ServiceNowInstance$/api/now/import/u_imp_mutiny_event_itsm" \
--request POST \
--header "Accept:application/json" \
--header "Content-Type:application/json" \
--header "mutiny-event:true" \
--user '$ServiceNowUser$':'$ServiceNowPass$' \
--data "{ \
\"u_nodename\":\"%NodeName%\", \
\"u_eventtype\":\"%EventType%\", \
\"u_eventgroup\":\"%EventGroup%\", \
\"u_eventstate\":\"%EventState%\", \
\"u_servicenowstate\":\"%ServiceNowState%\", \
\"u_itemname\":\"%ItemName%\", \
\"u_mutinyname\":\"%MutinyName%\", \
\"u_mutinylocation\":\"%MutinyLocation%\", \
\"u_eventid\":\"%EventId%\", \
\"u_eventstatus\":\"%EventStatus%\", \
\"u_eventtime\":\"%EventTime%\", \
\"u_eventopenepoch\":\"%EventOpenEpoch%\", \
\"u_eventstatusdetails\":\"%EventStatusDetails%\", \
\"u_lastpolled\":\"%LastPolled%\", \
\"u_nodeip\":\"%NodeIp%\" \
}"