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How do I use AppDynamics with ServiceNow?

Table of Contents

Overview

Correlating Infrastructure, Application, and Business Events

REST API Alerting Extension

ServiceNow Operational Intelligence

Implementation

Additional Resources

 

Overview

This article provides an overview of the features available in the AppDynamics and ServiceNow integration. AppDynamics provides application context within ServiceNow to improve and facilitate incident, change, and event management. You’ll be able to:

  • Correlate infrastructure, application, and business events
  • Automatically create ServiceNow tickets when health rules are violated
  • Leverage ServiceNow Operational Intelligence for deeper insights into your infrastructure and applications.

 

This integration contains the following components:

(Optional) HTTP Template (event-request-template.vm) downloadable from the extensions page

 

Correlating Infrastructure, Application, and Business Events

Looking at the AppDynamics flowmap and the ServiceNow Event Management Dashboard, you can correlate infrastructure events with application and business events. The following AppDynamics entities will be exported to ServiceNow CIs.

  • Controller
  • Application
  • Tier
  • Node
  • Business Transaction
  • Remote Service
  • Database

 

This additional context can help your service management team better prioritize changes and incidents. In the past, you could see multiple alerts but may not have been sure which one was most important. If one alert came from the infrastructure (as shown in red below), you had no idea which application(s) the server could have impacted, and therefore wouldn’t know how to prioritize alerts by business impact. By synchronizing the AppDynamics flowmap with the ServiceNow Configuration Management Database (CMDB), you can determine the severity of an alert and resolve issues faster.

 

image2017-11-20_17-27-58.pngAppDynamics flowmap

 image2017-11-20_17-34-7.pngEvent Management Dashboard

Please Note: The ServiceNow CMDB sync can also be used without the use of the Event Management module. Use cases for this data would be using application or business transaction aligned ITSM processes that you are already driving through the ServiceNow platform such as Incident, Problem, and Change

 

REST API Alerting Extension

AppDynamics also integrates directly with ServiceNow to create tickets when a health rule is violated. For information on how to configure health rules in your Controller, click here. You can then use your existing ticketing infrastructure to let your operations team know when performance issues arise. The following link provides details on installation steps, YAML validation, password encryption, and workflows: AppDynamics ServiceNow REST API Alerting Extension

 

ServiceNow Operational Intelligence

Version 3 of the AppDynamics and ServiceNow integration provides support for ServiceNow Operational Intelligence. Using the AppDynamics-ServiceNow Data Sync, an integration server, metrics will flow directly from your SaaS or on-premises Controller to your ServiceNow instances via an API.

 

You can use ServiceNow features like anomaly detection and alerting for automated ITSM and ITOM workflows driven by deeper insights into your infrastructure and applications. You can display metrics like calls per minute, average response time, errors per minute, number of slow and very slow calls, and number of exceptions in various ServiceNow views. For details on the integration, functionality, and metrics, check out our latest blog.

 

Implementation

  1. Download and install the ServiceNow app from the ServiceNow store.
  2. Download and install the AppDynamics CMDB Sync and Event Management Integration for ServiceNow.
  3. Install the health rule configuration.
  4. Download and install the AppDynamics ServiceNow REST API Alerting Extension

 

Additional Resources

Version history
Revision #:
9 of 9
Last update:
‎02-04-2019 04:35 PM
Updated by:
 
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Comments

Hi Erin and Jonah,

 

I am successful in integrating AppD with ServiceNow, however I am struck at Events Integration part.

 

Where exactly can I see the option to 'run the AppD to ServiceNow Data Transfer Utility '. Is this option available in ServiceNow or is this a downaloadable same as 'appdynamics-cmdb-service-$version.zip'

It would be great if you eloborate the step 'Run the AppDynamics to ServiceNow Data Transfer Utility and verify that the entities are imported into your ServiceNow® instance. Please refer to the section 3 for details'

 

I am refering to 4.1 step of  AppDynamics CMDB Sync and Event Management Integration for ServiceNow document. 

 

4.1 Prerequisites

  1. Install the AppDynamics Service Model Integration application from ServiceNow® Store
  2. Run the AppDynamics to ServiceNow Data Transfer Utility and verify that the entities are imported into your ServiceNow® instance. Please refer to the section 3 for details.

Regards,

Feroz S

The download contains the data transfer utility, which uses APIs to connect to both the ServiceNow instance and the AppDynamics controller. The install and running of this utility is covered by the link you provided. It requires a Java runtime to execute. If you have additional questions you can email help@appdynamics.com where we provide full support for this integration. Thanks for asking and being a customer. 

Not sure whether anyone else is attempting to integrate into Event Management like us, but when we attempted to use the python script provided, we noticed the following:

1) 'Node' field is not being populated on the Event record

2) 'Type' field is not being populated on the Event record

3) 'Additional information' field is not being populated on the Event record

 

I checked out your code, and 'Type' and 'Additional information' are not defined. 'Node' seems to have been accounted for, yet never populates.

 

I also could not find anywhere in the documentation the "Install the health rule configuration." (Step 3 in your instructions).

 

Am I missing something here? Has anyone had luck with getting this to work?

Hello, @Dominic.Behnood there is no Python script, so I'm not quite sure what you are doing exactly. When you install the sync tool (which is what synchronizes the AppD topology info into ServiceNow (which is what makes Event Correlation automatically work) there is a simple web UI. In that UI you configure the AppD controllers and ServiceNow Instances. There is a tab which looks like this Screenshot_2.png

which allows you to download the template. We will get this corrected in the docs shortly. 

 

Hey Jonah,

 

I meant Java (VTL), not Python - it's been a long week. The documentation provides the download for the event-request-template.vm file which contains the necessary code, correct? Is that any different than downloading the template from the CMDB Sync UI?

 

-Dominic

That is correct, I am updating the docs to be more clear. Please follow https://www.appdynamics.com/community/exchange/appdynamics-servicenow-cmdb-integration/ section 4.2 otherwise, it's quite close to being accurate. Just use the downloaded file (velocity template) for the content of the HTTP Request Template. Feel free to open a support case if you'd like help. We will get the docs fixed as soon as possible. 

Hey Jonah,

 

That template is the same as the one I used in the past by the looks of it. As I mentioned in my earlier post, it seems to be missing some field mappings, and does not function as intended from what I can see. I'll open up a support case. Thanks.