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Auvik / ServiceNow technical guide

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This guide provides details on a few files in ServiceNow that are applicable to Auvik that may be of interest in enhancing the integration with Auvik. We’ve also provided some common updates you may want to apply in ServiceNow.

  • Auvik files in ServiceNow
  • Common use cases

Auvik system definitions in ServiceNow

Navigation location: System Definitions > Script Includes 

File: PublicAuvikAPI

Description/purpose: Details the functions available for handling alerts in Auvik. File should not be deleted. If deleted, the integration will stop working.

Navigation location: System Definition > Business Rules 

File: Auvik Callback Trigger

Description/purpose: Details when an incident state change in ServiceNow should trigger a callback to the alert in Auvik.

Navigation location: Workflow Editor > Auvik Callbacks

File: Call Auvik

Description/purpose: Details how callbacks are processed. By default, incidents closed in ServiceNow don’t trigger a reopen if the Auvik alert is still open.

Navigation location: Transform Maps

File: Auvik Alert Transformer

Description/purpose: Details how Auvik alerts in the alerts table are mapped to incidents. Not all fields are mapped by default, and can be modified as needed.

Navigation location: System Definitions > Script Includes

File: AuvikStatusMapping

Description/purpose: Used to manage the relationship between Auvik alert status and ServiceNow incident state. In Auvik, there are only three statuses currently available: open, resolved, and dismissed. Any additional statuses for Auvik will be ignored, but ServiceNow incident states can be modified as needed.

Common use cases

NOTICE: Before making any changes in ServiceNow, we recommend making a copy (or backup) ahead of making changes. This helps ensure you have a working state to return to in the event the update has a negative effect on the integration.

 

Scenario: By default, the integration with Auvik uses the incident table—but you’d like to use a different table.

Solution:

There are a couple of updates that can be made to select a new table.

Navigation location: System Import Sets > Administration > Transform Maps

File: Auvik Alert Transformer

Modification: Update the target table.

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Navigation location: System Definition > Business Rules

File: Auvik Callback Trigger

Modification: Update the table to match the Auvik Alert Transformer.

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Navigation location: System Definitions > Script Includes

File: AuvikStatusMapping

Modification: Update the mapping to relate to the column of choice in your new table.

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Scenario: By default, incidents created by Auvik use a numbering format of AUVIK0000001—but you’d rather use your own numbering format. 

Auvik uses the number field to coalesce alert records into the incident table in ServiceNow. As a result, when updating the numbering format used for alerts from Auvik, the new format must also be able to perform coalescing.

If you change the numbering format after incidents have already been created by Auvik, you may encounter a break with the alert where no further incident updates will occur or a duplicate incident is created.

Solution:

Navigation location: System Import Sets > Administration > Transform Maps

File: Auvik Alert Transformer

Modification: Remove the predefined number field and replace it with another field that will perform coalescing.

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Navigation location: System Definition > Business Rules

File: Auvik Callback Trigger

Modification: Update the query at the bottom of the alert table to point at the new field for numbering.

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Scenario: By default, Auvik forces a closed incident to reopen if the criteria of the Auvik alert is still being met. This is valuable as it gives you feedback when there are unresolved issues on your network that need further attention. Currently, this default behavior isn’t followed by ServiceNow and doesn’t trigger a reopen. 

Solution: Reopen a closed ServiceNow incident when the Auvik alert is still active.

Navigation location: Workflow > Workflow Editor > Auvik Callbacks

File: Call Auvik

Modification: Update the script to include a delay for reopening the incident.

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