Opsgenie -> ServiceNow integration: support for on-site ServiceNow installs?

[Frederic Culot]

Dear,

We need to set up our Opsgenie - ServiceNow integration, but we do not have a cloud-based ServiceNow instance, which is expected by Opsgenie since we could only fill in the ServiceNow subdomain in the form subdomain.service-now.com:

Are on-site ServiceNow installs supported by Opsgenie? If yes, how can we set up our ServiceNow full path, since it's not in the form xxx.service-now.com?

Best,

Frederic

[Chris DeGidio · Accepted solution]

Hi Frederic,

Unfortunately the ServeNow integration currently only support the ServiceNow cloud app subdomains. We do have a feature request on file for the ability to utilize your on-prem domain to integrate. This is under reference OGS-2307.

The other option would be to build out a custom set of scripts utilizing our OEC service. You would build this script to build out the payload to send to ServiceNow when OEC service running on your server receives a specific payload from an action in Opsgenie.

You can read further on OEC here: https://support.atlassian.com/opsgenie/docs/opsgenie-edge-connector-as-an-extensibility-platform/ The downside with this method is that you will need to build out and implement the scripts within OEC as we only manage the one's listed here

You are able to use the scripts from the above link as a point of reference when building any OEC scripts. For example, you can see our Nagios  Python script. Toward the top you can see how we are grabbing/setting that payload up for use in the script.

Please let us know if you have any further questions or concerns :)

Regards,

Chris

[Frederic Culot]

Many thanks for your answer Chris.

Do you have an estimate for when the OGS-2307 feature request could be made available? Is there some place where I can monitor its progress?

Best,

Frederic

[Samir]

Hi @Frederic Culot ,

I am not aware ServiceNow still offers an on-premise version, I thought they only offered cloud now. Perhaps you have an older version of ServiceNow on-premise? 

 Our app for ServiceNow is available in the ServiceNow store: https://store.servicenow.com/sn_appstore_store.do#!/store/application/98838612db00320030237d9ebf9619ae/1.5.15?referer=%2Fstore%2Fsearch%3Flistingtype%3Dallintegrations%25253Bancillary_app%25253Bcertified_apps%25253Bcontent%25253Bindustry_solution%25253Boem%25253Butility%25253Btemplate%26q%3Dopsgenie&sl=sh

So you would need to be able to add the from the ServiceNow store to your instance in order to integrate with Opsgenie

Entering the ServiceNow subdomain within the ServiceNow integration in Opsgenie is only required for creating/updating incidents in ServiceNow.

Thanks,

Samir

[Frederic Culot]

Thanks for your answer Samir.

We have several ServiceNow instances on-premise, some of them with the latest version (Quebec at the time of writing). The Opsgenie plugin was already installed, but what we need to do now is precisely to create/update incidents in ServiceNow from Opsgenie.

I would have preferred being able to do this without having to write a specific set of OEC scripts...

Best,

Frederic

[Samir]

Thanks for the clarification @Frederic Culot . So sounds like you got the ServiceNow -> Opsgenie communication working (i.e. creating alert in Opsgenie when incident is created in ServiceNow). But the issue is sending requests back to ServiceNow.

Are your ServiceNow instances accessible over the internet, or do they sit behind a firewall?

If they are accessible over the internet, you may still be able to integrate with them, you'll just need to determine the proper subdomain.

If not, then you would have to go the route of installing/configuring OEC within the same servers you have ServiceNow installed, so that it sits within the firewall and can make the requests to ServiceNow locally