ServiceNow Integrations​

The service desk team receives a new incident in ServiceNow, which they find out results from a software bug. This means that the DevOps team should handle it, and for this they need Jira.

Thanks to ZigiOps, they don’t need to open Jira manually and log a new issue themselves. The integration platform (iPaaS) creates it automatically and updates it instantly, which simplifies dataflow and cooperation between ITSM and DevOps. Communication doesn’t require any additional tools, which is another benefit: it simply takes place in the comments. Log files, traces, and attachments synchronize automatically.

Once the developer fixes the issue, ZigiOps updates the ServiceNow incident in real time. The end-customer instantly receives a notification that you have fixed the problem.

As a result, the integration platform streamlines defect tracking and resolution and helps you get rid of communication bottlenecks and silos.

If you’re using Micro Focus Operations Bridge and ServiceNow, here are 2 sample scenarios:

In the first scenario, OBM receives a new event in the event browser, which needs to be transferred to ServiceNow. ZigiOps creates a new incident in ServiceNow, containing all the details of the OBM event, and then returns the incident number as an external ID.
When there is an update in the OBM event ZigiOps reports the update to the related incident in ServiceNow. If the ServiceNow incident is updated, it automatically reports the update in the related event in OBM. Updated data includes lifecycle synchronization, regular fields, custom attributes, annotations, and comments or work notes.

In the second scenario, there is a new event present in the Micro Focus OBM system and it has to be transferred to the ServiceNow ITOM module.
When ZigiOps establishes the connection it transfers the OBM event data and sends it to the ServiceNow em_event table (or a staging table connected to em_event) with all required attributes.

The ServiceNow event rules dictate how the events will be processed, for example creating alerts or incidents. When the new alerts/incidents are created in ServiceNow they can easily be synced back with the source OBM events for updates. These updates include lifecycle synchronization, regular fields, custom attributes, and annotations.

The helpdesk team receives an incident in ServiceNow. They check it and reach the conclusion that a software bug has caused the problem, meaning that they need to forward it to the development team.

ZigiOps automates everything. The helpdesk team doesn’t even need to open Azure DevOps to log an issue. Instead, the integration platform does that automatically and syncs everything in real time.

The helpdesk team and the developer working on the issue can now exchange info and updates effortlessly. The communication simply takes place in the comments. ZigiOps instantly synchronizes all log files, traces, and all other attachments. Once the developer fixes the issue, the integration platform updates the ServiceNow incident. The end-customer receives a quick notification that you have resolved their problem.

Dynatrace Agents have found servers that do not exist in the ServiceNow database but need monitoring. ZigiOps fetches all server information and reports it to the ServiceNow Configuration Management Database (CMDB), enriching topology information with related Dynatrace data. ZigiOps performs regular checks in order to keep topology up-to-date.

ZigiOps receives Dynatrace Problems and forwards them to ServiceNow as Incidents. During this process, it syncs related host details and information, as well. All relevant information from ServiceNow is pushed back to Dynatrace in the form of comments.

If your development team is using GitHub to manage projects and versions, and on the other hand ServiceNow to organize customer service requests, an integration between the two systems will bring lots of benefits. Here is an example of how ZigiOps can help.  

The service desk team has received a new incident in ServiceNow, and they find out it is due to a software bug. The details need to be transferred to GitHub, so the integration platform extracts the incident and automatically creates a new issue in GitHub with the corresponding title, description and all other necessary details, like labels, assignees, milestones, etc. 

When there is a new pull request with commits in GitHub, ZigiOps will automatically add a new comment in the ServiceNow incident with the pull request number. The incident state will be updated, as well.   

As the integration is bi-directional, if the pull requests are merged and there are linked issues ZigiOps will fix/resolve/close them in GitHub in real time. The ServiceNow incident will also be updated accordingly. Once the issue is closed in GitHub, ZigiOps will close the incident in ServiceNow, too.