cisco dna center itsm integration guide, release 1.3.1 · contents chapter 1 about cisco dna center...

Cisco DNA Center ITSM Integration Guide, Release 1.3.1.0First Published: 2019-09-04

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C O N T E N T S

About Cisco DNA Center ITSM Integration 1C H A P T E R 1

Cisco DNA Center ITSM Integration Use Cases 1

Cisco DNA Center ITSM Support 1

Cisco DNA Center ITSM Integration Workflows 3C H A P T E R 2

Cisco DNA Center Integration Supported Workflows 3

Cisco DNA Center Integration with a Generic REST Endpoint 3

Configure Event Settings 4

Configure the SWIM Events for REST API Endpoint Bundle 6

Cisco DNA Center Integration with ServiceNow using the Cisco DNA App 8

Requirements 11

Configure the Basic ITSM (ServiceNow) CMDB Synchronization Bundle 12

Configure the Network Issue Monitor and Enrichment for ITSM (ServiceNow) Bundle 15


Configure the SWIM Events for ITSM (ServiceNow) Bundle 20

Cisco DNA Center Integration with ServiceNow without the Cisco DNA App 22

Configure the Network Issue Monitor and Enrichment for ITSM (ServiceNow) Bundle 24


Configure the SWIM Events for ITSM (ServiceNow) Bundle 29

Cisco DNA Center ITSM Integration Guide, Release 1.3.1.0iii

Cisco DNA Center ITSM Integration Guide, Release 1.3.1.0iv

Contents

C H A P T E R 1About Cisco DNA Center ITSM Integration

• Cisco DNA Center ITSM Integration Use Cases, on page 1• Cisco DNA Center ITSM Support, on page 1

Cisco DNA Center ITSM Integration Use CasesCisco DNA Center supports the following types of integration use cases with other third-party applications:

• Network management integrations:

• Bidirectional IP grid synchronization

• Integration with third-party IP Address Management (IPAM) systems

• Operation integrations:

• ITSM event, problem, and incident management

For this release, only ServiceNow® operational integration is supported.Note

• Approvals and schedule window information

• Assistance in issue triage and association

• Data exports for building custom dashboards and reports

Cisco DNA Center ITSM SupportCisco DNA Center supports the following capabilities:

• Integrating Cisco DNACenter into ITSM processes of incident, event, change and problemmanagement.

• Integrating Cisco DNA Center into ITSM approval and preapproval chains.

• Integrating Cisco DNA Center with formal change and maintenance window schedules.

Cisco DNA Center ITSM Integration Guide, Release 1.3.1.01

The scope of the integration is primarily to monitor your network for assurance and maintenance issues, aswell as for events that require software image updates for compliance, security, or any other operationaltriggers. Details about these issues are then published to an ITSM (ServiceNow) system or any REST endpoint.

Cisco DNACenter bundles are prebuilt solutions that enable integration between DNA capabilities and specificIT domains. The following bundles can be configured and used:

• Basic ITSM (ServiceNow) CMDB Synchronization

• Cisco DNA Center REST API

• Network Events for REST API Endpoint

• Network Issue Monitor and Enrichment for ITSM (ServiceNow)

• SWIM Events for ITSM (ServiceNow)

• SWIM Events for REST API Endpoint

The Network Events for REST API Endpoint bundle has been deprecated. If you have configured thisbundle for an earlier Cisco DNA Center platform release and are using it for scheduled events, be aware thatit will not work with this release and that you need to reconfigure the individual REST API endpoints forspecific events. You reconfigure REST API endpoints for events using the new GUI. Click Platform >Developer Toolkit > Events. Review the listed events in this window and click on a specific event that youwish to configure. After clicking on an event in this window, click Subscribe to create a REST API endpoint.Event notifications now occur when the event actually occurs and not according to any scheduled time thatyou configure.

Note


About Cisco DNA Center ITSM IntegrationCisco DNA Center ITSM Support

C H A P T E R 2Cisco DNA Center ITSM Integration Workflows

• Cisco DNA Center Integration Supported Workflows, on page 3

Cisco DNA Center Integration Supported WorkflowsThe following are supported Cisco DNA Center ITSM integration workflows for this release:

• Cisco DNACenter ITSM integration with a generic REST endpoint: For information about this workflow,see Cisco DNA Center Integration with a Generic REST Endpoint, on page 3.

• Cisco DNACenter ITSM integration with ServiceNow using the Cisco DNA application for ServiceNow:For information about this workflow, see Cisco DNA Center Integration with ServiceNow using theCisco DNA App, on page 8.

• Cisco DNA Center ITSM integration with ServiceNow without using the Cisco DNA application forServiceNow: For information about this workflow, see Cisco DNA Center Integration with ServiceNowwithout the Cisco DNA App, on page 22.

Cisco DNA Center Integration with a Generic REST EndpointThe following table describes the procedure for configuring Cisco DNA Center integration with a genericREST endpoint. You may wish to publish network and SWIM events to a REST endpoint (outside of aconfiguration management database) for performance, security, event response, or other reasons.

Table 1: Cisco DNA Center to Generic REST Endpoint Integration Procedure

DescriptionStep

Install or upgrade to Cisco DNA Center, Release GA 1.3.1.0.

For information about installing Cisco DNA Center, see the Cisco DNA CenterInstallation Guide. For information about upgrading Cisco DNA Center, refer to thespecific release notes for that release.

Step 1

Determine the REST endpoint (system location and IP address) for the publication ofthe Assurance (network) events and/or SWIM events.

Step 2


https://www.cisco.com/c/en/us/support/cloud-systems-management/dna-center/products-installation-guides-list.html


DescriptionStep

Configure the Network Events for REST API Endpoint bundle.

The Network Events for REST API Endpoint bundle (Version 1.1.1)has been deprecated. If you have configured this bundle for an earlier CiscoDNA Center platform release and are using it for scheduled events, beaware that it will not work with this release and that you need to reconfigurethe individual REST API endpoints for specific events.

You reconfigure REST API endpoints for events using the new GUI. ClickPlatform > Developer Toolkit > Events. Review the listed events in thiswindow and click on a specific event that you wish to configure. Afterclicking on an event in this window, click Subscribe to create a REST APIendpoint. For additional information about configuring RESTAPI endpointsfor an event, see the Cisco DNA Center Platform User Guide.

Event notifications now occur when the event actually occurs and notaccording to any scheduled time that you configure.

Note

Step 3

Configure network event settings in Event Settings.

For information, see Configure Event Settings, on page 4.

The Cisco DNA Center platform and ITSM integration allows the user tochoose from all of the Assurance issues to create and modify the severityof events, incidents, or problems to match business priorities.

Note

Step 4

Configure Bundles: SWIM Events for REST API Endpoint

For information, see Configure the SWIM Events for REST API Endpoint Bundle,on page 6.

Cisco DNA Center platform supports the Software Image Management (SWIM)workflow. In this use case, the user designates an image as golden in the ImageRepository tab of Cisco DNA Center. The Software Image Management REST APIbundle then scans the network for devices that have software images that are notcurrently running the golden image as designated in the Image Repository andautomatically logs a ticket to the ITSM.

Step 5

Configure SWIM event settings in Event Settings.


For this release, there is one SWIM event to configure (Device Image Outdated) inEvent Settings.

Step 6

Configure Event SettingsThe Cisco DNACenter platform and ITSM integration permits you to choose from all of the Assurance issuesto create and modify the severity of events, incidents, or problems in ServiceNow to match your businesspriorities. You perform these tasks in the Events Settingswindow. The Events Settingswindow is accessiblefrom the Configurations menu option in the Cisco DNA Center platform.


Cisco DNA Center ITSM Integration WorkflowsConfigure Event Settings

For this release, there is one SWIM event to configure (Device Image Outdated) in Event Settings.Note

Figure 1: Event Settings Window

Step 1 From the Cisco DNA Center home page, click Platform > Manage > Configurations.

A Configurations window opens that contains an Events Settings section.

Step 2 Review the Event Settings section that appears.

The following Event Settings information is displayed:

• Event Name: Name of the Cisco DNA Center event.

• Domain: Domain of the Cisco DNA Center event.

• Type: Network, App, System, Security, Integrations type.

• Category: Error, Warn, Info, Alert, Task Progress, Task Complete

• Severity: P1 (Severity 1) through P5 (Severity 5).

Severity 1 is the most important or critical priority and should be assigned as such.Note

• Workflow: Incident, Problem, Event, or RFC (Request for Change)

• Actions: Edit

You can adjust what is displayed in the table by clicking the Filter icon and using the filter, or by typing a keyword inthe Find field. For example, to display all access point notifications, type 'AP' in the Find field. To view all networknotifications, type 'Network' in the Find field. To view all severity notifications, type '1' in the Find field.

Step 3 Click Edit in the Actions column to edit an event.



Choose a setting by clicking on the downward pointing angle and adjust the value. For example, click Network andadjust to App. This changes the event type from a network type to an application type. Click Severity and adjust to 1from 5. This raises the severity level from 5 to 1.

Step 4 Click the box next to the Event name to enable notifications.

This enables notifications through Cisco DNA Center when the event occurs in the future.

Step 5 Click Save to save your configuration.

Configure the SWIM Events for REST API Endpoint BundlePerform this task to monitor and publish events that require software image updates for compliance, securityor any other operational triggers, to any REST API end-point system, as well as to receive updates about theevent and its associated artifacts (incident, problem or request for change). The bundle then populates theRuntime Dashboard with this data.

Step 1 From the Cisco DNA Center home page, click Platform > Manage > Bundles.Step 2 Review the displayed bundles and their current status.

You can adjust the bundles that are displayed in the GUI by clicking the Filter icon and using the filter, or by enteringa keyword in the Find field.

Step 3 Click on the SWIM Events for REST API Endpoint bundle link or icon (colored square with initial) for additionalinformation about the bundle.

Additional information provided may include the following:

• General information—Vendor, version, platform, tags displayed under the square icon.

Tags indicate what the Cisco DNA Center component is used for or affected by the bundle.Note

• Information—Tab that displays general information (purpose of bundle and how bundle works in the network),sample schemas, configuration notes, and other data about the bundle.

• Contents—Tab that accesses the integration flows and APIs that make up the bundle.

• Release Notes—Tab that displays latest release information about the bundle, including its version.

Step 4 Review the bundle data in the Information tab.Step 5 Click the Contents tab.

Depending upon the bundle chosen, either an Integration Flows or APIs header will appear.

Step 6 For this bundle, click the Integration Flows header.Step 7 Click the Enable button to activate the links.

An Information field appears in the window.

Step 8 In the Information field, click the Enable button to confirm enabling the bundle.

After clicking the Enable button to confirm, a success message appears.

Step 9 Click OK in the success message.


Cisco DNA Center ITSM Integration WorkflowsConfigure the SWIM Events for REST API Endpoint Bundle

Step 10 Click on the link for the individual integration flow to perform the tasks listed below:

For the Schedule to publish SWIM events - REST Endpoint connector (Schedule-based integration flow) performthe following tasks:

• Review the Description, Tags, How to Use this Flow, and scheduler.

• Review the scheduler options. The scheduler can be run with three options: run now, run later, recurring. You canconfigure the repeat interval (daily or weekly), time (including AM or PM), time zone, and start and end dates.

Only configure and enable an integration flow schedule, after you have finished configuring the bundleitself as described in the following steps. You can configure and enable an integration flow schedule byreturning to this view and clicking Schedule or by accessing the view from the Cisco DNA Centerplatformmenu bar and clickingDeveloper Toolkit > Integration Flows > Schedule to publish SWIMevents - REST Endpoint connector.

Important

Step 11 Click the Configure button to configure instances at the bundle level.

A configuration slide-in pane appears. You are then prompted to configure theREST Endpoint for Publishing Event.

Step 12 In the configuration slide-in pane, clickREST Endpoint for Publishing Event to configure a REST endpoint instance.Step 13 Click a radio button to configure either an existing REST endpoint instance or configure a new instance.

Figure 2: REST Endpoint for Publishing Event Fields

Step 14 For configuring a new REST endpoint instance, the following additional information must be entered.

• Instance Name—Name of the instance.

• Description—Descriptive text of the instance.

• REST Endpoint—Host name or IP address of system for the REST endpoint.

• Username—Username required to access the system for the REST endpoint.

• Password—Password required to access the system for the REST endpoint.


Cisco DNA Center ITSM Integration WorkflowsConfigure the SWIM Events for REST API Endpoint Bundle

Step 15 Click Check Connectivity to test whether you can connect to the server where the endpoint is located.

After a successful test of connectivity to the server, proceed to activate the bundle.

Step 16 Click Activate to save your changes and activate the bundle or click Cancel to cancel the configuration and close theslide-in pane.

By clicking Activate, you enable the changes made to the bundle and the changes take effect immediately.Additionally, the bundle's status changes from ENABLED to ACTIVE.

Note

Cisco DNA Center Integration with ServiceNow using the Cisco DNA AppCisco DNACenter supports a new application (Cisco DNA) that facilitates integration with ServiceNow. Thisapplication or app is designed to work with ServiceNow without its Event Management plugin.

The Cisco DNA app is installed in ServiceNow and performs the following tasks:

• Schedules the synchronization of CiscoDNACenter discovered devices into the ServiceNowConfigurationManagement Database (CMDB) (using Cisco DNA Center inventory as a source of truth).

The Cisco DNA app supports a basic one-way CMDB synchronization fromCisco DNA Center to ServiceNow.

Note

• Automatically triggers problem, incident, and change workflows for network events published by CiscoDNA Center.

• Enriches ITSM tickets with network details from Cisco DNA Center.

The Cisco DNA app makes REST API calls into Cisco DNA Center for fetchingenrichment information of various types such as device, issue, user, and clientfor a user created ticket.

Note

• Supports integration of the Cisco DNACenter platformwith ServiceNow for an automated way to createtickets in ServiceNow for network events.

The following table describes the procedure for configuring Cisco DNA Center integration with ServiceNowusing the Cisco DNA app. Follow the procedure to configure integration for network events, SWIM events,or both event types depending upon the functionality that you require.

Table 2: Cisco DNA Center to ServiceNow Integration with Cisco DNA App Procedure

DescriptionStep



Step 1


Cisco DNA Center ITSM Integration WorkflowsCisco DNA Center Integration with ServiceNow using the Cisco DNA App



DescriptionStep

Install or upgrade to ServiceNow running the following version:

• Madrid

• London

• Kingston

Refer to your ServiceNow documentation for its installation and upgrade procedures.

This procedure is to be performed by a ServiceNow administrator.Note

Step 2

Click the following link to access the ServiceNow Store website where the Cisco DNAapp is located:

https://store.servicenow.com/sn_appstore_store.do#!/store/application/03eb0f4ddbf6ba00f27978b5ae96197b/1.0.1?referer=sn_appstore_store.do%23!%2Fstore%2Fsearch%3Fq%3DCisco%2520DNA

Proceed to download and install the Cisco DNA app (version 1.0.1) into ServiceNowby following the documentation available at the website.


Step 3

Review and ensure that the requirements are met for the Cisco DNA Center toServiceNow integration.

For information, see Requirements, on page 11.

Step 4

Access the Cisco DNA Center platform GUI and configure the Basic ITSM(ServiceNow) CMDB Synchronization bundle.

For information, see Configure the Basic ITSM (ServiceNow) CMDBSynchronizationBundle, on page 12.

Synchronizing the network device inventory with the ServiceNow CMDBis a prerequisite to enable the auto-generation of ITSM tickets. Therefore,the CMDB Sync must be enabled first (if it is not already done outside ofCisco DNA Center). Check with your ServiceNow administrator to seewhether the CMDB Sync is being done elsewhere.

Note

Step 5






DescriptionStep

Configure the Network Issue Monitor and Enrichment for ITSM (ServiceNow)bundle. For information, see Configure the Network Issue Monitor and Enrichmentfor ITSM (ServiceNow) Bundle, on page 15.

This bundle enables data to be sent from Cisco DNA Center to create any type ofworkflow in ServiceNow. Change Management and Incident/Problem Managementworkflows should be enabled based on the automation or assurance use cases that youwant to log tickets to in ServiceNow.

Event data can be published to the Event table in ServiceNow. If you donot have the Event Management plugin in your ServiceNow instance, thenthe bundle can be configured to receive data in the REST endpoint insidethe Cisco DNA App.

Note

Several network event APIs havemoved from theNetwork Issue Monitorand Enrichment for ITSM (ServiceNow) bundle to theCisco DNA CenterREST API bundle. If you are using these network event APIs from aprevious release, they will not work for this release and you need to recreatethem for your purposes using the data and samples located within theCiscoDNA Center REST API bundle. The following are the 4 APIs:

Note

• Get Issue Enrichment Details

• Get User Enrichment Details

• Get Device Enrichment Details

• Get Client Enrichment Details

Click Platform > Manage > Bundles> Cisco DNA Center REST API.In the Cisco DNA Center REST API window that opens, click theContents tab >APIs, and then scroll down the list of APIs until you locateone of the 4 above. Proceed to use the data and samples to recreate the API.

You can also access the 4 APIs by clicking Platform >Developer Toolkit> APIs > Know Your Network and the appropriate subdomain (Devices,Clients, Users, or Issues).

Step 6



The Cisco DNA Center platform and ITSM integration allows the user tochoose from all of the Assurance issues to create and modify the severityof events, incidents, or problems in ServiceNow tomatch business priorities.

Note

Step 7



DescriptionStep

Configure the SWIM Events for ITSM (ServiceNow) bundle.

For information, see Configure the SWIM Events for ITSM (ServiceNow) Bundle,on page 20.

This SWIM Events for ITSM (ServiceNow) bundle retrieves events relating tosoftware image updates required for compliance, security or any other operationaltriggers from Cisco DNA Center. This bundle can then publish the event data on arecurring schedule to an ITSM (Service Now) system.

Event data can be published to the Event table in ServiceNow. If you do not have theEvent Management plugin in your ServiceNow instance, then the bundle can beconfigured to receive data in the REST endpoint inside the Cisco DNA App.

Step 8




Step 9

RequirementsReview and ensure that the following networking and systems requirements are met for the Cisco DNACenterto ServiceNow integration:

• Networking:

• The Cisco DNA app is configured with the IP address and access information of the Cisco DNACenter installation that it is being integrated with.

Contact your Cisco DNA Center administrator to obtain this information.Note

• HTTPS network access between Cisco DNA Center and ServiceNow (including the MID server)is established.

Contact and work with your network administrator to establish this.Note

• Management, Instrumentation, and Discovery (MID) Server:

• The MID server is up and running, as well as accessible from the ServiceNow instance.

• The Cisco DNA Center platform is accessible from the MID server.

• The Cisco DNA Center platform REST APIs are allowed from the MID server.

TheMID server is used to proxy the REST requests from the ServiceNow instance.Note


Cisco DNA Center ITSM Integration WorkflowsRequirements

See the Scope Certified Application Installation and Configuration Guide on the ServiceNow Storewebsite for MID server configuration information: https://store.servicenow.com/appStoreAttachments.do?sys_id=d3dd08e0db7c7f8493b05e77dc96193d

• Cisco DNA Center Platform:

• The Cisco DNA Center platform is enabled in Cisco DNA Center.

• The requisite bundles in the Cisco DNA Center platform are configured and activated (as describedin the following procedures).

These bundles have the required API’s that integrate with the Cisco DNA app inServiceNow.

Note

Configure the Basic ITSM (ServiceNow) CMDB Synchronization BundlePerform this procedure to either trigger or schedule a synchronization between the Cisco DNACenter devicesand your ServiceNow CMDB system. If devices have not been synchronized between Cisco DNA Center andthe ServiceNow CMDB system, then this bundle must be activated as a prerequisite, before activating anyother bundles.

Before you begin

• Ensure that you have installed or upgraded to Cisco DNA Center Release GA 1.3. For information aboutinstalling the latest Cisco DNA Center release, see the Cisco Digital Network Architecture CenterInstallation Guide.

• Ensure that you have ServiceNow running on a system that you will integrate with Cisco DNA Centerplatform.

• Run a successful Discovery job in Cisco DNA Center. You can check whether a Discovery job issuccessful inDevice Inventory. From theHome page, click Provision >Device Inventory > Inventoryto view the results.

Step 1 From the Cisco DNA Center home page, click Platform > Manage > Bundles.

Review the displayed bundles and their current status.

Step 2 Click on the Basic ITSM (ServiceNow) CMDB synchronization bundle link or icon (colored square with initial) foradditional information about the bundle.


• General information: Vendor, version, platform, tags displayed under the square icon.

• Information: Tab that displays general information (purpose of bundle and how bundle works in the network),sample schemas, configuration notes, and other data about the bundle.

• Contents: Tab that accesses the integration flows and APIs that make up the bundle.

• Release Notes: Tab that displays latest release information about the bundle, including its version.


Cisco DNA Center ITSM Integration WorkflowsConfigure the Basic ITSM (ServiceNow) CMDB Synchronization Bundle

https://store.servicenow.com/appStoreAttachments.do?sys_id=d3dd08e0db7c7f8493b05e77dc96193d

https://store.servicenow.com/appStoreAttachments.do?sys_id=d3dd08e0db7c7f8493b05e77dc96193d

Step 3 Click the Contents tab.Step 4 Click the Integration Flows header.

An integration flow or list of integration flows appear underneath the header.

Step 5 Click the Enable button to activate the integration flow links.




Step 7 Click OK in the success message.Step 8 Click on the link for the individual integration flow to perform the tasks listed below:

For Create Inventory List (Schedule-based integration flow) perform the following tasks:



Only configure and enable an integration flow schedule, after you have finished configuring the bundleitself as described in the following steps. You can configure and enable an integration flow schedule byreturning to this view and clicking Schedule or by accessing the view from the Cisco DNA Centerplatform menu bar and clicking Developer Toolkit > Integration Flows > Create Inventory List.

Important

Step 9 Click the Configure button to configure at the bundle level.

A configuration slide-in pane appears. You are prompted to configure the following:

• Set Operational Limit and Source Identifier for ServiceNow

• ServiceNow Access Settings

Step 10 In the configuration slide-in pane, click Set Operational Limit and Source Identifier for ServiceNow.Step 11 Click the radio button to configure either an existing operational limit and source identifier instance or configure a new

instance.



Figure 3: Operational Limit and Source Identifier Instance Configuration Fields

For configuring an existing operational limit and source identifier instance, choose it from the drop-down menu in thewindow and click Activate.

Step 12 For configuring a new operational limit and source identifier instance, the following additional information must beentered.

• Instance Name: Name of the instance.

• Description: Descriptive test of the instance.

• Operational Limit and Source Identifier : Inventory items synchronized per iteration (value between 10-20).

• Source Identifier: Required identifier for ServiceNow. This value must be an exact match.

The default value is Other Automated.Note

Step 13 In the configuration slide-in pane, click ServiceNow Access Settings to configure a ServiceNow Connection instance.Step 14 Click the radio button to configure either an existing ServiceNow Connection instance or configure a new instance.



Figure 4: ServiceNow Connection Instance Configuration Fields

For configuring an existing ServiceNow Connection instance, choose it from the drop-down menu in the window andclick Activate.

Step 15 For configuring a new ServiceNowConnection instance, the following additional information must be entered.


• Description: Descriptive text of the instance.

• Host name: Host name for the ServiceNow system.

• Username: Username required to access the ServiceNow system.

• Password: Password required to access the ServiceNow system.




The changes made to the bundle begin to take effect immediately. Additionally, the bundle status changes fromENABLED to ACTIVE.

Configure the Network Issue Monitor and Enrichment for ITSM (ServiceNow) BundlePerform this procedure to set up monitoring for network for assurance and maintenance issues, as well aspublishing event details to a ServiceNow system.


Cisco DNA Center ITSM Integration WorkflowsConfigure the Network Issue Monitor and Enrichment for ITSM (ServiceNow) Bundle

Event data can be published to the Event table in ServiceNow. If you do not have the Event Managementplugin in your ServiceNow instance, then the bundle can be configured to receive data in the REST endpointinside the Cisco DNA App.

Note



Step 2 Click on the Network Issue Monitor and Enrichment for ITSM (ServiceNow) bundle link or icon (colored squarewith initial) for additional information about the bundle.







An integration flow or list of integration flows may appear underneath the header.

Step 5 Click the Enable button to activate any integration flow links.




Step 7 Click OK in the success message.Step 8 Click on the links for the individual integration flows to perform the tasks listed below:

• For the REST-based integration flows, perform the following tasks:

• Review the Description, Tags, Parameters, Responses, Model Schemas, Policies.

• Click Code Preview and choose a programming language to view a code sample snippet.

• Click Try It to send a request and see the response.

• For Schedule-based integration flows, perform the following tasks:


• Review the scheduler options. You can configure the repeat interval (daily or weekly), time (including AMor PM), time zone, and start and end dates.



Only configure and enable an integration flow schedule, after you have finished configuring thebundle itself as described in the following steps. You can configure and enable an integration flowschedule by returning to this view and clicking Schedule or by accessing the view from the CiscoDNA Center platform menu bar and clicking Developer Toolkit > Integration Flows > Scheduleto publish Network Events - ServiceNow connector.

Important


A configuration slide-in pane appears.




Step 12 For configuring a new ServiceNow Connection instance, the following additional information must be entered.







After a successful test of connectivity to the server, proceed to configure Destination to receive events.

Step 14 In the configuration slide-in pane, click Destination to receive events to configure a Destination Connection instance.



Step 15 Click the radio button to configure either an existing Destination Connection instance or configure a new instance.

Figure 6: Example of Destination to Receive Events Configuration Fields

For configuring an existing Destination Connection instance, choose it from the drop-down menu in the window andclick Activate.

Step 16 For configuring a new Destination Connection instance, the following additional information must be entered.



• Destination to receive events: Choose Event Management or REST API Endpoint.



















• Actions: Edit









Configure the SWIM Events for ITSM (ServiceNow) BundlePerform this procedure to set up monitoring and publishing events requiring software image updates forcompliance, security, or other operational triggers to a ServiceNow system.

Event data can be published to the Event table in ServiceNow. If you do not have the Event Managementplugin in your ServiceNow instance, then the bundle can be configured to receive data in the REST endpointinside the Cisco DNA App.

Note



Step 2 Click on the SWIM Events for ITSM (ServiceNow) bundle link or icon (colored square with initial) for additionalinformation about the bundle.










Step 6 Click the Enable button in the Information field to confirm enabling the bundle.



For the Schedule to Publish SWIM Events - ServiceNow connector (Schedule-based integration flow) perform thefollowing tasks:



Cisco DNA Center ITSM Integration WorkflowsConfigure the SWIM Events for ITSM (ServiceNow) Bundle


Only configure and enable an integration flow schedule, after you have finished configuring the bundleitself as described in the following steps. You can configure and enable an integration flow schedule byreturning to this view and clicking Schedule or by accessing the view from the Cisco DNA Centerplatformmenu bar and clickingDeveloper Toolkit > Integration Flows > Schedule to Publish SWIMEvents - ServiceNow connector.

Important



Step 10 In the configuration slide-in pane, click ServiceNow Access Settings to configure a ServiceNowConnection instance.Step 11 Click the radio button to configure either an existing ServiceNow Connection instance or configure a new instance.

Figure 8: ServiceNowConnection Instance Configuration Fields












Step 14 In the configuration slide-in pane, clickDestination to receive events to configure an Destination Connection instance.Step 15 Click the radio button to configure either an existing Destination Connection instance or configure a new instance.









Note

Cisco DNA Center Integration with ServiceNow without the Cisco DNA AppThe following table describes the procedure for configuring Cisco DNA Center integration with ServiceNowwithout using the Cisco DNA app. Follow the procedure to configure integration for network events, SWIMevents, or both event types depending upon the functionality that you require.


Cisco DNA Center ITSM Integration WorkflowsCisco DNA Center Integration with ServiceNow without the Cisco DNA App

Table 3: Cisco DNA Center to ServiceNow Integration without the Cisco DNA App Procedure

DescriptionStep



Step 1

Install or upgrade to ServiceNow running the following version:

• Kingston

• London

• Madrid

Refer to your ServiceNow documentation for its installation and upgrade procedures.


Step 2

Configure the Network Issue Monitor and Enrichment for ITSM (ServiceNow)bundle. For information, see Configure the Network Issue Monitor and Enrichmentfor ITSM (ServiceNow) Bundle, on page 24.

This bundle enables Change Management between the two systems (Cisco DNACenter and ServiceNow). Change Management and Incident/Problem Managementworkflows should be enabled based on the automation or assurance use cases that youwant to log tickets to in ServiceNow.

Event data can be published to the Event table in ServiceNow (providedthat you have the Event Management plugin).

Note

Several network event APIs havemoved from theNetwork Issue Monitorand Enrichment for ITSM (ServiceNow) bundle to theCisco DNA CenterREST API bundle. If you are using these network event APIs from aprevious release, they will not work for this release and you need to recreatethem for your purposes using the data and samples located within theCiscoDNA Center REST API bundle. The following are the 4 APIs:

Note

• Get Issue Enrichment Details

• Get User Enrichment Details

• Get Device Enrichment Details

• Get Client Enrichment Details

Click Platform > Manage > Bundles> Cisco DNA Center REST API.In the Cisco DNA Center REST API window that opens, click theContents tab >APIs, and then scroll down the list of APIs until you locateone of the 4 above. Proceed to use the data and samples to recreate the API.

You can also access the 4 APIs by clicking Platform >Developer Toolkit> APIs > Know Your Network and the appropriate subdomain (Devices,Clients, Users, or Issues).

Step 3


Cisco DNA Center ITSM Integration WorkflowsCisco DNA Center Integration with ServiceNow without the Cisco DNA App



DescriptionStep



The Cisco DNA Center platform and ITSM integration allows the user tochoose from all of the Assurance issues to create and modify the severityof events, incidents, or problems in ServiceNow tomatch business priorities.

Note

Step 4

Configure the SWIM Events for ITSM (ServiceNow) bundle.

For information, see Configure the SWIM Events for ITSM (ServiceNow) Bundle,on page 29.

This SWIM Events for ITSM (ServiceNow) bundle retrieves events relating tosoftware image updates required for compliance, security or any other operationaltriggers from Cisco DNA Center. This bundle can then publish the event data on arecurring schedule to an ITSM (Service Now) system.

Event data can be published to theEvent table in ServiceNow (provided that you havethe Event Management plugin).

Step 5




Step 6

Configure the Network Issue Monitor and Enrichment for ITSM (ServiceNow) BundlePerform this procedure to set up monitoring for network for assurance and maintenance issues, as well aspublishing event details to a ServiceNow system.

Event data can be published to theEvent table in ServiceNow (provided that you have the Event Managementplugin).

Note



Step 2 Click on the Network Issue Monitor and Enrichment for ITSM (ServiceNow) bundle link or icon (colored squarewith initial) for additional information about the bundle.









An integration flow or list of integration flows may appear may underneath the header.





Step 7 Click OK in the success message.Step 8 Click on the links for the individual integration flows to perform the tasks listed below:

• For the REST-based integration flows, perform the following tasks:

• Review the Description, Tags, Parameters, Responses, Model Schemas, Policies.

• Click Code Preview and choose a programming language to view a code sample snippet.

• Click Try It to send a request and see the response.

• For Schedule-based integration flows, perform the following tasks:


• Review the scheduler options. You can configure the repeat interval (daily or weekly), time (including AMor PM), time zone, and start and end dates.

Only configure and enable an integration flow schedule, after you have finished configuring thebundle itself as described in the following steps. You can configure and enable an integration flowschedule by returning to this view and clicking Schedule or by accessing the view from the CiscoDNA Center platform menu bar and clicking Developer Toolkit > Integration Flows > Scheduleto publish Network Events - ServiceNow connector.

Important








Step 12 For configuring a new ServiceNow Connection instance, the following additional information must be entered.







After a successful test of connectivity to the server, proceed to configure Destination to receive events.

Step 14 In the configuration slide-in pane, click Destination to receive events to configure a Destination Connection instance.Step 15 Click the radio button to configure either an existing Destination Connection instance or configure a new instance.















• Actions: Edit









Configure the SWIM Events for ITSM (ServiceNow) BundlePerform this procedure to set up monitoring and publishing events requiring software image updates forcompliance, security, or other operational triggers to a ServiceNow system.

Event data can be published to theEvent table in ServiceNow (provided that you have the Event Managementplugin).

Note



Step 2 Click on the SWIM Events for ITSM (ServiceNow) bundle link or icon (colored square with initial) for additionalinformation about the bundle.










Step 6 Click the Enable button in the Information field to confirm enabling the bundle.



For the Schedule to Publish SWIM Events - ServiceNow connector (Schedule-based integration flow) perform thefollowing tasks:





Only configure and enable an integration flow schedule, after you have finished configuring the bundleitself as described in the following steps. You can configure and enable an integration flow schedule byreturning to this view and clicking Schedule or by accessing the view from the Cisco DNA Centerplatformmenu bar and clickingDeveloper Toolkit > Integration Flows > Schedule to Publish SWIMEvents - ServiceNow connector.

Important



Step 10 In the configuration slide-in pane, click ServiceNow Access Settings to configure a ServiceNowConnection instance.Step 11 Click the radio button to configure either an existing ServiceNow Connection instance or configure a new instance.

Figure 13: ServiceNowConnection Instance Configuration Fields












Step 14 In the configuration slide-in pane, clickDestination to receive events to configure an Destination Connection instance.Step 15 Click the radio button to configure either an existing Destination Connection instance or configure a new instance.









Note



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