Configuring ServiceNow

📥 STEP: Update existing Users in ServiceNow

1. Log in to your ServiceNow developer instance.

2. In the filter field, search for users as shown below:

   

3. Click User Administration > Users to see the list of users as shown below:

   

4. You need two different users. Assign at least one user to each role.

   Notes: In both cases ensure that your IBM CloudPak for AIOps users in ServiceNow are assigned the itil role in ServiceNow. The itil role enables them to have access to the Agent Workspace. If the user does not have access to the Agent Workspace, they cannot work on incidents in ServiceNow and receive a permissions error.

   Important: Ensure that the time zone of your Events user (the user value that is used to create your ServiceNow integration) matches your system time zone in ServiceNow. If the two values are not synchronized, the flow of your change request data from ServiceNow to IBM CloudPak for AIOps is disrupted.

📥 STEP: User 1 - abraham.lincoln

1. Select user abraham.lincoln

2. Select Roles Tab

3. Click Edit

4. Assign the following roles

   • x_ibm_waiops.watson_aiops_admin
   • itil
   

   x_ibm_waiops.watson_aiops_admin: An administrative user who can configure instances, URLs, usernames, and passwords in ServiceNow. The admin user is the only user who can see the menu options to configure IBM CloudPak for AIOps in ServiceNow.

4. Save

5. Set the password to P4ssw0rd!

6. Click Update on the user page

   

📥 STEP: User 2 - abel.tuter

1. Select user abel.tuter

2. Select Roles Tab

3. Click Edit

4. Assign the following roles

   • x_ibm_waiops.watson_aiops_events_user
   • itil
   • cmdb_read
   • rest_api_explorer
   • service_viewer
   • web_service_admin
   

   x_ibm_waiops.watson_aiops_events_user: A non-administrative user who is required to insert IBM CloudPak for AIOps data into ServiceNow and is configured as the connector between IBM CloudPak for AIOps and ServiceNow. Important: Ensure that you select Internal Integration User when you create or edit your Events user (the user that is used in your ServiceNow integration). Your integration user exists to exchange data between ServiceNow and IBM CloudPak for AIOps and does not require access to the ServiceNow interface.

4. Save

5. Set the password to P4ssw0rd!

6. Click Update on the user page

   

📥 STEP: ServiceNow Service Management configuration

1. Log in to your ServiceNow developer instance.

2. In the filter field, search for CloudPak for AIOps as shown in the following picture:

   

3. Click Configuration.

4. Enter values for the following fields as shown in the next picture.

   • URL for AIOps connection: The URL of your CP4AIOPS instance in the format of protocol://hostname:port.

     Note: If you use a tunnel to expose the server for the ServiceNow connection, you must replace the URL with the forwarding address of the tunnel.

   • Name of the CloudPak for AIOps instance: aimanager (As of CP4AIOPS V3.1.1this is a fixed value.)

   • User name for AIOps connection: admin (The username for the IBM CloudPak for AIOps instance.)

   • Password for AIOps connection: Your password for admin. (The password for the IBM CloudPak for AIOps instance.)

   

5. Click on the Save button in the top right.

📥 STEP: Similar incident search configuration

1. Log in to your ServiceNow developer instance.

2. In the filter field, search for Search contexts as shown below:

   

3. Click Incident Deflection to open the Incident Deflection record.

4. Click the Additional Resource Configurations tab, then click Edit as shown below.

   Note: You may see a this message: “This record is in the Global application, but IBM CloudPak for AIOps is the current application. To edit this record click here”. Click on here to go to the Global application and switch to the Global application.

   Note: If you don’t see the Edit button, go to Settings (cog in the top right corner), select Developer and under Applications select Global from the drop-down.

   

5. Select CloudPak for AIOps Similar Incidents from the Collection column and add it to the Additional Resource Configurations List, then click Save.

   

6. (Optional) You can adjust the order of how the search elements appear by adjusting the Order attribute.

7. Save your Incident Deflection record.