ServiceNow block

The ServiceNow integration enables Oomnitza to automatically create incidents in ServiceNow when changes are made to assets or certain criteria is met in Oomnitza.

As an example, the workflow below will be configured so that a ticket is created in ServiceNow when an asset has reached its end-of-life date in Oomnitza.

Note
For this block to work, you need to first integrate Oomnitza with ServiceNow. For further information, refer to Creating a service desk integration for ServiceNow assets.

Configuring the ServiceNow Block

1. Click Configuration > Workflows and click Add (+).
2. Select a workflow type from the list.
3. Enter the name and a description of the workflow. 
4. Edit the Begin block and from the Actions dropdown, select Edit. Under Rule criteria, create the following rules:
   • Status equals EOL Window.
   • Status has been changed.
5. Click the Blocks tab, and drag and drop the ServiceNow block onto the canvas. Edit the ServiceNow Block and fill out the required fields.
6. Connect the blocks.
7. Save, validate, and activate your workflow.

Result: Changing the status of the asset in Oomnitza to EOL Window will trigger this workflow and create a ServiceNow incident with this asset.

This is just one of the many ways the ServiceNow block can be utilized to automate incident creation. From a security and compliance perspective, you may capture anomalous events and escalate them in ServiceNow. If a machine has not checked in on the network for more than a week, or if we detect a machine fails to meet the full disk encryption policy, Oomnitza will automatically file an incident in ServiceNow to remediate the issue.

Field name	Description
Name	The name field of the block is automatically filled out as ServiceNow
Short Description	A summary of the description of the incident involving the asset.
Description	A full description of the incident that involves the asset. Populates the description section of a ServiceNow incident. In-text fields such as description and short description, metadata fields can be included using curly brackets e.g. {Assets.Model} so that the asset information will automatically be included each time the workflow is triggered, regardless of the asset.
Caller	The email of the ServiceNow user who creates the incident. The caller field uses autosuggest and returns a dropdown list of users depending on the characters typed into the fields.
Category	Classify the incident as being related to a category, including Inquiry/Help, Software, Hardware, Network, or Database.
Severity	Indicate whether the severity of the issue is High, Medium, or Low.
Subcategory	The fields that appear depend on the category selected.

Note
Custom fields can be added to the ServiceNow block through the ServiceNow instance.

If you have any questions about the Oomnitza integration with ServiceNow, please contact us via [e-mail].