Configure a ServiceNow integration

The ServiceNow Flow Templates for Red Hat Lightspeed application integrates with Red Hat Lightspeed services. The templates provide ServiceNow flows for creating incidents out of found vulnerabilities, performance, system configuration recommendation, and other risks.

This application forwards selected Hybrid Cloud Console events to ServiceNow. The Flow Templates for Red Hat Lightspeed application seamlessly integrates with the Hybrid Cloud Console so that you can focus on handling the data on the ServiceNow application side in the same way you manage other sources of data.

You can use the Flow Templates for Red Hat Lightspeed application to handle events from the following Hybrid Cloud Console services:

  • Advisor
  • Vulnerability
  • Any additional Red Hat Hybrid Cloud Console events that you might have configured

If you have any issues with the Red Hat Lightspeed application for ServiceNow, contact Red Hat for support. To open a Red Hat support case directly from the Hybrid Cloud Console:

  1. Click Help (the ? icon) to open the help panel.
  2. Select the My support cases tab.
  3. Click Open a support case and add information about the issue.

ServiceNow will not provide troubleshooting. The Red Hat Lightspeed application for ServiceNow is fully supported by Red Hat.

Install and configure the ServiceNow Flow Templates
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You can use the Flow Templates for Red Hat Lightspeed application to integrate ServiceNow with the Hybrid Cloud Console to create ServiceNow flows from triggered events in the Hybrid Cloud Console.

Before you begin
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  • You have Organization Administrator permissions for the Hybrid Cloud Console.
  • Notifications administrator permissions are configured in User Access.
  • You have a Red Hat subscription and you can access the Red Hat Hybrid Cloud Console.
  • Popup blockers are disabled in your browser.
  • ServiceNow IntegrationHub Enterprise Pack Installer plugin is installed. If it is not installed, request the plugin from ServiceNow.
  • You have access to the following ServiceNow roles:
    • admin
    • x_rhtpp_rh_webhook.rest
    • sn_appclient.app_client_company_installer (can only install applications that match the instance company), or sn_appclient.app_client_user.
  • In ServiceNow you have incident (write) access for table permissions.
  • You are using the San Diego or later release of ServiceNow.

To integrate ServiceNow with Red Hat Hybrid Cloud Console, you must install the ServiceNow IntegrationHub Enterprise Pack Installer plugin. After the plugin and the application are configured, event data flows from the Hybrid Cloud Console to your ServiceNow instance. A ServiceNow REST API asynchronous trigger receiver is used within the application flow.

For information about configuring notifications after you have integrated ServiceNow with the Hybrid Cloud Console, see ../observe/configure-notifications-hcc-services.dita#assembly-intro.

Procedure
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  1. Log in to your ServiceNow instance.
  2. Navigate to the ServiceNow Store home page and install or update the Flow Templates:
    • Install the Flow Templates for Red Hat Lightspeed application from the ServiceNow Store (or as an Update Set).
      1. Create a new user with User ID rh_insights_integration.
      2. Check Internal Integration User for the user you just created.
      3. Ensure that the user is Active.
      4. Assign role x_rhtpp_rh_webhook.rest to the user.
      5. Generate a password for the user. Copy this information for use during the setup process. Note
        For information about installing an application that you purchased from the ServiceNow Store to make it available on your instance, see Install a ServiceNow Store Application
  3. Open the Hybrid Cloud Console in a new browser window or tab.
  4. Navigate to Settings > Integrations, select the Reporting & Automation tab, and complete the following steps:
    1. Click Add integration.
    2. Select ServiceNow as the integration type, and then click Next.
    3. Enter a name for the integration, such as ServiceNow integration.
    4. Provide the Endpoint URL and replace <instance.servicenow.com> with your ServiceNow instance:

      https://<instance.servicenow.com>/api/x_rhtpp_rh_webhook/flow_templates_for_red_hat_insights

    5. The checkbox to Enable SSL is checked by default.
    6. In the Secret token field, paste the generated password of the rh_insights_integration user that you created in ServiceNow.
  5. Optional: Associate events with the integration. Doing this automatically creates a behavior group.
    Note
    You can skip this step and associate the event types later.
    1. Select a product family, for example OpenShift, Red Hat Enterprise Linux, or Console.
    2. Select the event types you would like your integration to react to.
  6. To enable the integration, review the integration details and click Submit.
  7. Refresh the Integrations page to show the ServiceNow integration in the Integrations > Reporting & Automation list. Under Last connection attempt, the status is Ready to show the connection can accept notifications from the Hybrid Cloud Console.

What to do next
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Verify your configuration:

  • To confirm that the application has been configured successfully, view the event log on the Red Hat Hybrid Cloud Console, and view Flow Executions on your ServiceNow instance (Process Automation > Flow Administration > Today’s Executions).

Note that events are generated on certain conditions (for example, when a system configured with Red Hat Lightspeed checks in). If no events appear in ServiceNow, check the Event log to see whether any events matching the conditions have occurred.

Note
If the integration configuration fails during the Red Hat Lightspeed setup process, contact Red Hat support.