Integrating Foglight with ServiceNow

Integrating Foglight with ServiceNow can help streamline IT operations by connecting your performance monitoring and management solution (Foglight) with your IT service management platform (ServiceNow). This integration enables better collaboration between different teams, enhances communication, and allows for more efficient incident response.

The Foglight to ServiceNow Integration Service Pack provides you the service management system with an integration toolkit for forwarding Foglight alarms to ServiceNow. With its well-defined scope and fixed price, this service pack is a cost effective way of providing you with a faster implementation than a full consulting engagement, making it flexible for your business needs.

This section covers the following key areas:

Integrating ServiceNow

To integrate Foglight with ServiceNow:

  1. In Foglight Cloud, navigate to Administration > Integration > ServiceNow Integration. Click Get Started; a wizard popup gets displayed.
  2. In wizard page, type the ServiceNow instance URL and credential information for connecting to ServiceNow instance. The required ServiceNow instance account and role are incident_manager and the personalize_choices, to enable the ServiceNow Integration feature.
  3. Click Next and Foglight will verify the credential. If credential is OK, you will see the Summary page and success message.
  4. Click Finish. The ServiceNow Configuration Settings Page is displayed which includes General Settings tab and Service Synchronization tab.
  5. In General Setting, ensure that the on-off radio button list (“Enable” or “Disable”) is set on the correct option. This on-off setting determines whether the synchronization feature should be enabled or disabled.
  6. Click Service Synchronization. It displays the Service Synchronization configuration tree table which lists all the Foglight Services.

    Not all Foglight alarms will synchronize with ServiceNow as incidents. Only the alarms related to the Foglight service specified by the user will synchronize with ServiceNow as incidents. Users need to specify the Foglight service they want to synchronize. Locate the Foglight Service in the tree table, select the service you want to synchronize, and configure it on the corresponding row.

  7. Click + icon under Category and select a value. This value will be synchronized as ServiceNow incident Category value. ServiceNow user may add/edit incident category on ServiceNow side. If you need to load latest category information, click Refresh on the Category Selection popup (To access this feature, ensure that your account is assigned the “personalize_choices” role.)
  8. In the Assigned Person field click the “+” icon. Enter the keyword of the person’s name in the popup, and click Search. Wait for a while, a ServiceNow user query result list will be displayed. Select the ServiceNow User and click Save. This selected User value will be synchronized as ServiceNow incident “Assigned to” value.
  9. Click “+” icon on the Assigned Group field. Enter the keyword of the group name, and click Search. Wait for a while, a ServiceNow group query result list will be displayed. Select the ServiceNow group and click Save. This Selected group value will be synchronized as ServiceNow incident “Assignment group” value.

    You can select either Assigned Person or Assigned Group. For example, in Service Synchronization, if the “Assigned Person” is already set and you attempt to set the “Assigned Group” value, you will notice that the previous “Assigned Person” setting will be cleared.

  10. Click the icon. The icon will be displayed as . This indicates that the Foglight Service Synchronization Configuration is now active.
  11. Click Save to apply the configuration.

If that service alarm is raised, a corresponding incident will be created on the ServiceNow instance.

Viewing the Alarms Synchronized to ServiceNow

To view the alarms, click on the colored (red/orange/yellow) numbers under the “Alarms Synchronized to ServiceNow” column in the Service Synchronization configuration tree table. A popup will appear displaying details of alarms and incidents.

Changing ServiceNow Account Credential and Changing another ServiceNow Instance

The General Settings tab provides functions like Changing ServiceNow Account Credential and Changing another ServiceNow Instance. Enter the new Username and Password and click Save. Then click OK, and all the current configurations will be cleaned up. You will then be guided to the Welcome page to start the wizard for connecting to a new instance.