Nov 20, 2012 12:54 AM
How to integrate Zenoss with Service now
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If any one can provide a detailed procedure of how to integrate Zenoss with service-now in creating tickets in Service Now, it would be of immnese help.
These are your starting points...
https://wiki.servicenow.com/index.php?title=SOAP_Web_Service
https://wiki.servicenow.com/index.php?title=Perl_Web_Services_Client_Examples
http://wiki.zenoss.org/ZenDMD_Tip_-_Manipulate_Events
As someone who has integrated Zenoss with several different ticketing systems I can tell you that there's no out of the box way to do it. You're going to have to develop your own solution. I'm actually developing a service-now integration right now which is why I had those two other links on hand. I already have a custom-coded ticket daemon to tie it in to though, but I can't release that publicly.
Ryan
I have heard that there is some OOB feature provided by Zenoss to integrate with Service Now. If so can you share something about that.
Maybe in the Enterprise version, but certainly not in Core.
The enterprise ZenPack (ZenPacks.zenoss.IncidentManagement) provides SOAP interfaces into ServiceNow (current and 'Berlin' versions) as well as other systems. This ZenPack is usually done as a Zenoss Professional Services engagement because (so far) every customer wants their workflow integration to be unique. The ZenPack will work with 4.1.1 as well as 4.2+.
Current feature list (off the top of my head)
* button to send an event from event console into the ticketing system with comments
* manual updates of events can update tickets
* can poll the ticketing system to look for status changes in tickets and act on them
Note that the ticket creation piece is available as a regular event notification from the pick list, so you can create multiple ServiceNow ticketing areas (eg Dev vs test).
Hope that helps.
kells
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