The Rantings and Ravings of a Madman

I have Spectrum integrated with Service Now in order to raise Incidents automatically when certain critical alerts come through on CA Spectrum

As a pre-requisite, Spectrum needs a user configured in Service Now with the ability to create records in the Incident table.

1. Spectrum Configuration

I have alarm notifiers setup to catch events that require an automated incident. The alarm notifier SetScript then calls a custom perl script in order to send the web services request to Service Now. The alarm notifiers are configured

The SetScript has also been modified to parse out some extra parameters from the policy’s Notification Data. The notification data is accessed from the script through the variable “$NOTIFDATA”.
I use a comma as a delimiter in the notification data to create fields, so the notification data within the policy looks like this

Network Team,Network,Infrastructure

The NOTIFDATA variable is expanded, and then assigned a variable inside the SetScript with the following bash script snippet

declare -a ENOTIFDATA
OldIFS=$IFS
IFS=','
for x in $NOTIFDATA; do
ENOTIFDATA=( "${ENOTIFDATA[@]}" "$x" )
done

AssignmentGroup=${ENOTIFDATA[0]}
Category=${ENOTIFDATA[1]}
SubCat=${ENOTIFDATA[2]}


The SetScript then calls the Perl script with some arguments. The perl script will make the calls to Service Now.

$SPECROOT/custom/scripts/SNow/RaiseInc.pl $AID "$AssignmentGroup" "Autogenerated - A $SEV alarm has occurred on $MNAME" "$EVENTMSG" "$Category" "$SubCat" "$SEV"


2. Perl Script

The Perl script is built from examples available from ServiceNow.

The following example will need to be modified to suit your environment – specifically the parameters as different organisations will have different configurations for ServiceNow.

#!/usr/bin/perl

#use lib '/usr/lib/perl5/custom';

# declare usage of SOAP::Lite

use SOAP::Lite;
use feature 'switch';

# specifying this subroutine, causes basic auth to use
# its credentials when challenged
sub SOAP::Transport::HTTP::Client::get_basic_credentials {
# login as the itil user

return 'spectrum_user' => 'spectrum_password';
}

# declare the SOAP endpoint here
my $soap = SOAP::Lite
-> proxy('https://instance.service-now.com/incident.do?SOAP');

# calling the insert function
my $method = SOAP::Data->name('insert')
->attr({xmlns => 'http://www.service-now.com/'});

# create a new incident with the following short_description and category
my @params = ( SOAP::Data->name(short_description => $ARGV[2]) );
push(@params, SOAP::Data->name(u_requestor => 'Spectrum 9.3') );
push(@params, SOAP::Data->name(contact_type => 'Auto Monitoring') );
push(@params, SOAP::Data->name(description => $ARGV[3]) );
push(@params, SOAP::Data->name(u_business_service => $ARGV[4]) );
push(@params, SOAP::Data->name(assignment_group => $ARGV[1] ) );

given ($ARGV[6]) {
when ("MINOR") {
push(@params, SOAP::Data->name(urgency => '3') );
}
when ("MAJOR") {
push(@params, SOAP::Data->name(urgency => '3') );
}
when ("CRITICAL") {
push(@params, SOAP::Data->name(urgency => '3') );
}
default {
push(@params, SOAP::Data->name(urgency => '3') );
}
}

# invoke the SOAP call
my $result = $soap->call($method => @params);

# print any SOAP faults that get returned
print_fault($result);
if ($result->fault) {
exec 'echo Incident Raising Error. Please check spectrum logs | mail -h smtp.dmz.localnet -s "Issue Raising Incident" admin@example.com';
}
# print the SOAP response that get return
print_result($result);

# convenient subroutine for printing all results
sub print_result {
my ($result) = @_;
}

# convenient subroutine for printing all SOAP faults
sub print_fault {
my ($result) = @_;

if ($result->fault) {
print "faultcode=" . $result->fault->{'faultcode'} . "\n";
print "faultstring=" . $result->fault->{'faultstring'} . "\n";
print "detail=" . $result->fault->{'detail'} . "\n";
}
}


References
http://wiki.servicenow.com/index.php?title=Perl_Web_Services_Client_Examples