Catalyst Center ITSM Integration Workflows

Catalyst Center integration supported workflows

These Catalyst Center ITSM integration workflows are supported:

Catalyst Center integration with a generic REST endpoint

This table describes the procedure for configuring Catalyst Center integration with a generic REST endpoint. You may wish to publish Network and Automation events to a generic REST endpoint, outside of a configuration management database, for performance, security, event response, or other reasons.

Table 1. Catalyst Center to generic REST endpoint integration procedure
Step Description

Step 1

Install or upgrade to the latest Catalyst Center release.

For information about installing Catalyst Center, see the Cisco Catalyst Center Installation Guide.

Step 2

Enable and configure bundles using the Bundles window in the Catalyst Center GUI.

For more information about configuring bundles, see Cisco Catalyst Center Platform User Guide.

Step 3

In the configuration slide-in pane, click Destination to receive events.

Step 4

To send the data to a different staging table in ServiceNow, select Generic REST Endpoint in ServiceNow as the destination to receive events.

Determine the generic REST endpoint (destination URI) for the publication of the Network and Automation events.

Step 5

Configure network event settings in Event Settings.

The Catalyst Center platform and ITSM integration allows the user to select from a list of events specific to the configured bundles, to create and modify the severity of events, incidents, or problems to match business priorities.

For information, see Configure event settings.

Step 6

Configure the integration settings. From the main menu, choose System > Settings > System Configuration > Integration Settings. Enter your callback URL hostname or IP address.

Step 7

Access the generic REST endpoint in ITSM and review the network event data that has been posted using the REST APIs in this procedure. Begin to review and manipulate this data according to your business or network needs.

Configure network events

You can subscribe to specific events that may occur in your network. After you subscribe, you receive a notification whenever the network event occurs. You subscribe to an event using the Event Notifications window in the Catalyst Center platform GUI.

Figure 1. Catalyst Center platform Events window
Figure 1: Events Window, showing Event Catalog.

Before you begin

  • For subscribing to network events, you must have configured the required destination to deliver event notifications from the Catalyst Center platform. To access the Destinations window, click the menu icon and choose System > Settings > External Services > Destinations.

  • You must have the appropriate permissions to perform the tasks described in this procedure. For information about role-based access control for the Catalyst Center platform, see the Cisco Catalyst Center Platform User Guide.

Procedure


Step 1

From the main menu, choose Platform > Developer Toolkit > Event Notifications.

The Event Notifications window opens.

Step 2

Click the Notifications tab to view the notification tiles.

Each notification is represented by a tile and contains link to view notification details. From the CHANNELS area in the left pane, click the radio button next to the notification channels to view the existing tiles with the selected channel.

Step 3

Follow the steps in the Create a New Notification wizard to create a new notification.

Click Let's Do It to go directly to the workflow.

Step 4

In the Select Site and Events window, select a site from the drop-down list and select the Network event or events that support the required notification channel.

Step 5

Click Next.

The Select Channels window opens.

Step 6

In the Select Channels window, select the notification channel.

Click Next to configure the values in the corresponding Settings window.

Step 7

Click Next.

The Name and Description window opens.

Step 8

Click Next.

The Summary window opens.

Step 9

In the Summary window, review the configuration settings.

To make any changes, click Edit.

Step 10

Click Finish.

The Done! Your new notification is complete window appears.

For more information, see Work with Event Notifications in the Cisco Catalyst Center Platform User Guide and Create an Event Notification in the Cisco Catalyst Center User Guide.


Configure event settings

The Catalyst Center platform and ITSM integration lets you select from a list of possible issues to create and modify the severity of events, incidents, or problems in ServiceNow to match your business priorities. You perform these tasks in the Events Settings window.


Note


For this release, there are no SWIM events to configure in Event Settings. You only configure network assurance events.



Important


The Event Settings window and its functionality are applicable only to configure events for an ITSM integration and not for events that are configured to other destinations. To configure events to a webhook or other destination, click the link above the columns. Use the Event Notifications window to configure events for an email, webhook, or SNMP trap.


Figure 2. Events Settings window
Figure 2: Displays Event Settings window.

Before you begin

You must have the appropriate permissions to do the tasks as described in this procedure. For information about role-based access control for the Catalyst Center platform, see the Cisco Catalyst Center Platform User Guide.

Procedure


Step 1

From the main menu, choose Platform > Manage > Configurations.

A Configurations window that contains an Events Settings section opens.

Step 2

Review the information presented in the Event Settings section:

  • Event Name: Name of the Catalyst Center event.

  • Domain: Domain of the Catalyst Center event.

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

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

  • Severity: 1 to 5.

    Note

     

    Severity 1 is the most important or critical priority. You can edit the severity level of the event.

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

  • Actions: Edit.

To change what is displayed in the table, click the Filter icon or enter a keyword in the Find field. For example, to view all network notifications, enter Network in the Find field. To view all severity1 notifications, enter 1 in the Find field.

Step 3

To edit an event, click Edit in the Actions column.

To change any setting, click the down-arrow and select a value from the available options.

Step 4

Click the box next to the event name to enable notifications.

You must select the events in the Event Settings section to configure events for an ITSM integration. This enables notifications through Catalyst Center when the event occurs in the future.

Step 5

Click Save.


Catalyst Center integration with ServiceNow without the Cisco Catalyst app

This table describes the procedure for configuring Catalyst Center integration with ServiceNow without using the Cisco Catalyst app. Follow the procedure to configure integration for network events, SWIM events, or both event types depending on the functionality that you require.


Note


You can also use the Basic ITSM (ServiceNow) CMDB synchronization bundle with this workflow. If you use this bundle, be sure to select Post device inventory details to a staging table as the destination type. The other destination type (Synchronize device inventory directly with CMDB) requires the Cisco Catalyst app. Additionally, the Post device inventory details to a staging table destination type only sends data to the REST API endpoint. You will need to create a script to do any further action on the data.


Table 2. Catalyst Center-to-ServiceNow integration without the Cisco Catalyst App procedure
Step Description

Step 1

Install or upgrade to the latest Catalyst Center release.

For information about installing Catalyst Center, see the Cisco Catalyst Center Installation Guide.

Step 2

Click this link to access the ServiceNow Store website:

https://store.servicenow.com/sn_appstore_store.do#!/store/application/03eb0f4ddbf6ba00f27978b5ae96197b

For information about configuring user profiles and setting up the MID Server, see the "Scope Certified Application (Cisco Catalyst) - Installation and Configuration" guide available on the ServiceNow Store website.

Step 3

Configure the Network Issue Monitor and Enrichment for ITSM (ServiceNow) bundle. For information, see Configure the network issue monitor and enrichment for ITSM (ServiceNow) bundle.

This bundle enables Change Management between the two systems (Catalyst Center and ServiceNow). Change Management and Incident/Problem Management workflows should be enabled based on the automation or assurance use cases that you want to log tickets to in ServiceNow.

Step 4

Configure network event settings in Event Settings.

For information, see Configure event settings.

Note

 

The Catalyst Center platform and ITSM integration allows the user to select from a list of possible issues to create and modify the severity of events, incidents, or problems in ServiceNow to match business priorities.

Step 5

Configure the Automation events for ITSM (ServiceNow) bundle.

For information, see Configure the automation events for ITSM (ServiceNow) bundle.

The Automation Events for ITSM (ServiceNow) bundle retrieves events relating to software image updates required for compliance, security or any other operational triggers from Catalyst Center. SWIM event notifications are sent from Catalyst Center to ServiceNow when they occur, not on a polling and notify schedule.

For information, see About SWIM closed loop automation.

Step 6

Access your ServiceNow instance and review the network and SWIM event data that has been posted using the REST APIs in this procedure. Begin to review and manipulate this data in ServiceNow per your business or network needs.

Configure the network issue monitor and enrichment for ITSM (ServiceNow) bundle

Follow this procedure to set up monitoring for network for assurance and maintenance issues, as well as publishing event details to a ServiceNow system.


Note


  • Closed loop automation is supported for assurance events between Catalyst Center and ServiceNow. Closed loop automation is not supported for other event types.

  • The closed loop automation support is extended only to the REST API endpoint configured in the Network Issue Monitor and Enrichment for ITSM (ServiceNow) bundle. The Event Management and Generic REST API endpoints configured in this bundle do not support automatic ticket creation and auto resolution of tickets for closed loop automation of assurance events. However, an update regarding an assurance event being resolved/ignored is sent to the Event Management and Generic REST API endpoints.

  • When an assurance event or issue is ignored or resolved in Catalyst Center, an update is sent to ServiceNow irrespective of the endpoint (Event Management/REST API Endpoint or Generic REST API Endpoint) configured in the Automation Events for ITSM (ServiceNow) Bundle.

  • Event data can be published to the Event table in ServiceNow. This requires that you have the Event Management plug-in in your ServiceNow instance. If you do not have the Event Management plug-in in your ServiceNow instance, the bundle can be configured to send the data to a REST API endpoint in the Cisco Catalyst app.


Before you begin

You must have the appropriate permissions to do the tasks as described in this procedure. For information about role-based access control for the Catalyst Center platform, see the Cisco Catalyst Center Platform User Guide.

Procedure


Step 1

From the main menu, choose Platform > Manage > Bundles.

Review the displayed bundles and their current status.

Step 2

Click the Network Issue Monitor and Enrichment for ITSM (ServiceNow) bundle link or icon (colored square with initial) for additional information about the bundle.

Additional information provided may include:

  • 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 APIs and integration flows that make up the bundle, or provides information about the integration flows that make up the bundle.

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

Step 3

Click each of the above tabs and review the information about the bundle.

Step 4

Click the Enable button to enable the bundle.

An Information field appears in the window.

Step 5

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 6

Click OK in the success message.

Step 7

Click the Configure button to configure at the bundle level.

A configuration slide-in pane appears.

Step 8

In the configuration slide-in pane, click ServiceNow Access Settings to configure a ServiceNow Connection instance.

Step 9

Click the radio button to configure either an existing ServiceNow Connection instance or configure a new instance.

Figure 3. Example of ServiceNow instance configuration fields
Figure 16: ServiceNow Instance Configuration Fields.

For configuring an existing ServiceNow Connection instance, select it from the drop-down menu in the window and click Activate.

Step 10

For configuring a new ServiceNow Connection instance, this additional information must be entered:

  • Instance Name: Name of the instance.

  • Description: Descriptive text of the instance.

  • Host name: Hostname for the ServiceNow system.

  • Username: Username required to access the ServiceNow system.

  • Password: Password required to access the ServiceNow system.

Step 11

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, configure Destination to receive events.

Step 12

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

Step 13

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

Figure 4. Example of Destination to receive events configuration fields
Figure 17: Destination to receive events configuration fields.

For configuring an existing Destination Connection instance, select it from the drop-down menu in the window and click Activate.

Step 14

For configuring a new Destination instance, this additional information must be entered:

  • Instance Name: Name of the instance.

  • Description: Descriptive text of the instance.

  • Destination to receive events: Select one of these options:

    • Event Management: When setting up Catalyst Center integration with ServiceNow without using the Cisco Catalyst app, select the Event Management option. The Event Management option also requires that you have the Event Management plug-in configured within the ServiceNow instance.

    • REST API Endpoint: The REST API Endpoint option can be used with the Cisco Catalyst app. With this option, data is sent to a REST API endpoint within the Cisco Catalyst app.

      Note

       

      When a network event or issue is ignored or resolved in Catalyst Center, an event status update is sent to the Cisco Catalyst app in ServiceNow, and the ticket created for the event in ServiceNow is closed automatically.

    • Generic REST Endpoint in ServiceNow: With this option, you can send the data to a different staging table in ServiceNow.

  • Destination URI: Enter a destination URI (Uniform Resource Indicator) for the Generic REST Endpoint in ServiceNow option. This field is mandatory for this option.

After entering this information, proceed to the next step.

Step 15

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

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


Configure event settings

The Catalyst Center platform and ITSM integration lets you select from a list of possible issues to create and modify the severity of events, incidents, or problems in ServiceNow to match your business priorities. You do these tasks in the Events Settings window.


Note


For this release, there are no SWIM events to configure in Event Settings. You only configure network assurance events.



Important


The Event Settings window and its functionality is only applicable to events for an ITSM (ServiceNow) integration and not for events configured to other destinations. For events being configured to a webhook or other destination, click the link above the columns to access the Events window. Use the Events window to configure events for an email, webhook, or SNMP trap.


Figure 5. Events Settings window
Figure 5: Event settings window

Before you begin

You must have the appropriate permissions to do the tasks as described in this procedure. For information about role-based access control for the Catalyst Center platform, see the Cisco Catalyst Center Platform User Guide.

Procedure


Step 1

From the main menu, choose Platform > Manage > Configurations.

A Configurations window opens that contains an Events Settings section.

Step 2

Review the Event Settings section, which contains this information:

  • Event Name: Name of the Catalyst Center event.

  • Domain: Domain of the Catalyst 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).

    Note

     

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

  • 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 in the Find field. For example, to display all access point notifications, type AP in the Find field. To view all network notifications, 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.

Select a setting by clicking on the downward pointing angle and adjust the value. For example, click Network and adjust to App. This changes the event type from a network type to an application type. Click Severity and adjust to 1 from 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 Catalyst Center when the event occurs in the future.

Step 5

Click Save.


Configure the automation events for ITSM (ServiceNow) bundle

Follow this procedure to set up monitoring and publishing events requiring device provisioning activities, software image updates for compliance, security, or other operational triggers to a ServiceNow system.


Note


You can publish the event data to the Event table in ServiceNow if you have the Event Management plug-in in your ServiceNow instance. If not, you can configure the bundle to send the data to a REST API endpoint in the Cisco Catalyst app.


Enabling ITSM in Catalyst Center enforces a ServiceNow approval process for better control of Catalyst Center device provisioning activities and group-based policy changes. However, enabling ITSM for software image updates is not necessary as SWIM does not honor the Visiblity and Control of Configurations settings. See the Configure System Settings chapter in the Cisco Catalyst Center Administrator Guide for information about enabling ITSM approval.

Before you begin

You must have the appropriate permissions to do the tasks as described in this procedure. For information about role-based access control for the Catalyst Center platform, see the Cisco Catalyst Center Platform User Guide.

Procedure


Step 1

From the main menu, choose Platform > Manage > Bundles.

Review the displayed bundles and their status.

Step 2

Click the Automation Events for ITSM (ServiceNow) bundle link or icon (colored square with initial) for additional information about the bundle.

Additional information that is provided may include:

  • 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 APIs and integration flows that make up the bundle, or provides information about the integration flows that make up the bundle.

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

Step 3

Click each of the preceding tabs and review the information about the bundle.

Step 4

Click Enable to enable the bundle.

An Information field appears in the window.

Step 5

Click Enable in the Information field to confirm enabling the bundle.

After clicking Enable to confirm, a success message appears.

Step 6

Click OK in the success message.

Step 7

Click Configureto configure at the bundle level.

A configuration slide-in pane appears.

Step 8

In the configuration slide-in pane, click Automation Events Workflow Selection to select events relating to software image updates, changes to configuration of network devices and group based policy update that need to be enabled for ITSM integration. This selection could be one or more, or all the events.

Step 9

Click the radio button to configure either an existing ServiceNow Connection instance or configure a new instance.

Figure 6. Example of Automation Events Workflow Selection configuration fields
Figure 19: ServiceNow instance configuration fields, for Access Settings

To configure an existing ServiceNow Connection instance, select it from the drop-down list in the window and click Activate.

Step 10

To configure a new ServiceNow Connection instance, you must enter this additional information:

  • Instance Name: Name of the instance.

  • Description: Descriptive text of the instance.

  • Software Image Management: Select true from the drop-down list to enable ITSM integration of events relating to software image updates.

  • Network Provisioning: Select true from the drop-down list to enable ITSM integration of events relating to configuration changes of network devices.

  • Group Based Policies: Select true from the drop-down list to enable ITSM integration of events relating to group based policy updates.

Step 11

In the configuration slide-in pane, click ServiceNow Access Settings to configure a ServiceNow Connection instance.

Step 12

Click the radio button to configure either an existing ServiceNow Connection instance or configure a new instance.

Figure 7. Example of ServiceNow instance configuration fields
Figure 19: ServiceNow instance configuration fields, for Access Settings

To configure an existing ServiceNow Connection instance, select it from the drop-down list in the window and click Activate.

Step 13

To configure a new ServiceNow Connection instance, you must enter this additional information:

  • Instance Name: Name of the instance.

  • Description: Descriptive text of the instance.

  • Host name: Hostname for the ServiceNow system.

  • Username: Username required to access the ServiceNow system.

  • Password: Password required to access the ServiceNow system.

Step 14

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, activate the bundle.

Step 15

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

Step 16

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

Figure 8. Example of Destination to receive events configuration fields
Figure 20: Destination for event configuration fields.

To configure an existing Destination Connection instance, select it from the drop-down menu in the window and click Activate.

Step 17

To configure a new Destination instance, you must enter this additional information:

  • Instance Name: Name of the instance.

  • Description: Descriptive text of the instance.

  • Destination to receive events: Select one of these options:

    • Event Management: When setting up Catalyst Center integration with ServiceNow without using the Cisco Catalyst app, select the Event Management option. The Event Management option requires that you have the Event Management plug-in that is configured within the ServiceNow instance.

    • REST API Endpoint: You can use the REST API Endpoint option with the Cisco Catalyst app. Data is sent to a REST API endpoint within the Cisco Catalyst app with the REST API Endpoint option.

    • Generic REST Endpoint in ServiceNow: For the Generic REST Endpoint in ServiceNow option, you can send the data to a different staging table in ServiceNow.

  • Destination URI: Enter a destination Uniform Resource Indicator (URI) for the Generic REST Endpoint in ServiceNow option. This field is mandatory for this option.

After entering this information, proceed to the next step.

Step 18

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

Note

 

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


Catalyst Center integration with ServiceNow using the Cisco Catalyst app

Catalyst Center supports an application (Catalyst Center) that facilitates integration with ServiceNow. This application (app) is designed to work with ServiceNow without its Event Management plug-in.

Install the Cisco Catalyst app (version 2.3.1) within the ServiceNow instance. Ensure that the app does these tasks:

  • Schedules the basic one-way synchronization of Catalyst Center discovered devices into the ServiceNow Configuration Management Database (CMDB) using Catalyst Center inventory as a source of truth. The Cisco Catalyst app supports CMDB synchronization from Catalyst Center to ServiceNow.

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

  • Enriches Incident tickets with network details from Catalyst Center The Cisco Catalyst app makes REST API calls into Catalyst Center. This API call helps in fetching client or user enrichment information based on either the client MAC address or the network user ID.

  • Supports integration of the Catalyst Center platform with ServiceNow for an automated way to create change request (CR) tickets in ServiceNow for network events.

This table describes the procedure for configuring Catalyst Center integration with ServiceNow using the Cisco Catalyst app. Follow the procedure to configure integration for network events, SWIM events, or both event types depending upon the functionality that you require.

Table 3. Catalyst Center-to-ServiceNow integration with Cisco Catalyst app procedure
Step Description

Step 1

Install or upgrade to the latest Catalyst Center release.

For information about installing Catalyst Center, see the Cisco Catalyst Center Installation Guide.

Step 2

Install or upgrade to a compatible version of ServiceNow mentioned on the ServiceNow Store website.

Click this link to access the ServiceNow Store website:

https://store.servicenow.com/sn_appstore_store.do#!/store/application/03eb0f4ddbf6ba00f27978b5ae96197b/2.3.1

See your ServiceNow documentation for the installation and upgrade procedures.

Note

 

Only a ServiceNow administrator can do this procedure.

Step 3

Click the link to access the ServiceNow Store website containing the Cisco Catalyst app:

https://store.servicenow.com/sn_appstore_store.do#!/store/application/03eb0f4ddbf6ba00f27978b5ae96197b/2.3.1

Download and install the Cisco Catalyst app (version 2.3.1) into ServiceNow by following the documentation available at the website.

Note

 
This procedure is to be done by a ServiceNow administrator.

Step 4

Review and ensure that the requirements are met for the Catalyst Center-to-ServiceNow integration.

For information, see Requirements.

Step 5

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

For information, see Configure the basic ITSM (ServiceNow) CMDB synchronization bundle.

Note

 

Synchronizing the network device inventory with the ServiceNow CMDB is 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 of Catalyst Center). Check with your ServiceNow administrator to see whether the CMDB Sync is being done elsewhere.

Step 6

Configure the Network Issue Monitor and Enrichment for ITSM (ServiceNow) bundle. For information, see Configure the network issue monitor and enrichment for ITSM (ServiceNow) bundle.

This bundle enables data to be sent from Catalyst Center to create any type of workflow in ServiceNow. Change Management and Incident/Problem Management workflows should be enabled based on the automation or assurance use cases that you want to log tickets to in ServiceNow.

Step 7

Configure network event settings in Event Settings.

For more information, see Configure event settings.

Note

 

The Catalyst Center platform and ITSM integration allows the user to select from a list of possible issues to create and modify the severity of events, incidents, or problems in ServiceNow to match business priorities.

Step 8

Configure the Automation Events for ITSM (ServiceNow) bundle.

For information, see Configure the automation events for ITSM (ServiceNow) bundle.

Step 9

Access your ServiceNow instance and review the network and SWIM event data that has been posted using the Catalyst Center REST APIs in this procedure. Begin to review and use this data per your business or network needs.

Requirements

Review and ensure that this networking and systems requirements are met for the Catalyst Center-to-ServiceNow integration:

  • Networking:

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


      Note


      Contact your Catalyst Center administrator to obtain this information.


    • HTTPS network access between Catalyst Center and ServiceNow.


      Note


      Contact and work with your network administrator to establish this.


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

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

    • The Catalyst Center platform is accessible from the MID server.

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


      Note


      The MID server is used to proxy the REST requests from the ServiceNow instance.


    See the Scope Certified Application Installation and Configuration Guide on the ServiceNow Store website for MID server configuration information: https://store.servicenow.com/sn_appstore_store.do#!/store/application/03eb0f4ddbf6ba00f27978b5ae96197b

  • Catalyst Center Platform:

    • The Catalyst Center platform is enabled in Catalyst Center.

    • The requisite bundle or bundles in the Catalyst Center platform are configured and activated (as described in the next procedures).


      Note


      These bundles have the required APIs that integrate with the Cisco Catalyst app in ServiceNow.


Configure the basic ITSM (ServiceNow) CMDB synchronization bundle

Perform this procedure to either trigger or schedule a synchronization between the Catalyst Center devices and your ServiceNow CMDB system. If devices have not been synchronized between Catalyst Center and the ServiceNow CMDB system, this bundle must be activated as a prerequisite, before activating any other bundles.


Note


The Catalyst Center CMDB synchronization cannot detect multiple instances of Catalyst Center:

  • To identify the attributes that were synchronized from a particular Catalyst Center instance, each attribute is tagged with a Catalyst Center IP address.

  • ServiceNow can now identify which Catalyst Center instance the attribute came from. An extra attribute for the Configuration Item (CI) has been added to retain the Catalyst Center IP address or hostname information.


Before you begin

  • Ensure that you have ServiceNow running on a system that you will integrate with Catalyst Center platform.

  • Run a successful Discovery job in Catalyst Center. You can check whether a Discovery job is successful in Device Inventory. From the main menu, choose Provision > Inventory to view the results.

  • You must have the appropriate permissions to perform the tasks as described in this procedure. For information about role-based access control for the Catalyst Center platform, see the Cisco Catalyst Center Platform User Guide.

Procedure


Step 1

From the main menu, choose Platform > Manage > Bundles.

Review the displayed bundles and their current status.

Step 2

Click the Basic ITSM (ServiceNow) CMDB synchronization bundle link or icon (colored square with initial) for additional information about the bundle.

Additional information provided may include:

  • 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.

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 Enable to activate the integration flow links.

An Information field appears in the window.

Step 6

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

After clicking Enable to confirm, a success message appears.

Step 7

Click Okay in the success message.

Step 8

Click the integration flow link to do these tasks:

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

  • Click Run Now (to run the scheduler now), Run Later (to schedule for a later time), or Recurring (to set up a recurring schedule).

    For Run Later, you need to select a date, time, and time zone. For Recurring, you need to set a repeating interval (daily or weekly), an interval duration (minutes or hours), and a start and end date.

  • Click Schedule to enable the scheduler.

    Important

     

    Only configure and enable an integration flow schedule, after you have finished configuring the bundle itself as described in this procedure. You configure and enable an integration flow schedule by returning to this view and clicking Schedule. Or, click the View Flows link in the Configure Basic ITSM (ServiceNow) CMDB synchronization slide-in pane (see the next steps). Or, click the menu icon and choose Platform > Developer Toolkit > Integration Flows > Schedule to Publish Inventory Details-ServiceNow Connector.

Step 9

Click the X icon to return to the previous bundle window.

Step 10

Click the Configure button to configure at the bundle level.

A configuration slide-in pane appears. Review the CMDB synchronization information.

Step 11

Click the radio button to configure either existing or new ServiceNow access settings for the CMDB synchronization.

Figure 9. ServiceNow Access Settings
Figure 8: ServiceNow Access Settings page.

For configuring an existing setting, select it from the drop-down menu in the window and click Next.

Step 12

For configuring a new access setting, this instance information must be entered.

  • Instance Name: Name of the instance.

  • Description: Descriptive text of the instance.

Click Next.

Step 13

For configuring a new access setting, these additional settings information must be entered.

Figure 10. ServiceNow Access Settings
Figure 9: ServiceNow Access Settings page
  • Hostname: Hostname or IP address of the ServiceNow server.

  • Username: Username for access to the ServiceNow server.

  • Password: Password for access to the ServiceNow server.

Click Check Connectivity to check access to the ServiceNow server.

Click Next.

Step 14

Click the radio button to configure either an existing instance or configure a new instance for the CMDB inventory settings.

Figure 11. CMDB Inventory Settings
Figure 10: CMDB inventory settings page.

For configuring an existing instance, select it from the drop-down menu in the window and click Configure.

Step 15

For configuring a new instance, this additional information must be entered.

  • Instance Name: Name of the instance.

  • Description: Descriptive text of the instance.

Click Next.

Step 16

In the Select Destination window, enter this information:

  • Destination Type: There are two destination type options to select from:

    • Synchronize device inventory directly with CMDB

    • Post device inventory details to a staging table

    Note

     

    Use the Synchronize device inventory directly with CMDB destination type to send data to a REST API endpoint within the Cisco Catalyst app. You should use this destination type, if you are using the Cisco Catalyst app and do not have your own customized ServiceNow instance. Use the other destination type (Post device inventory details to a staging table) to send data to a REST API endpoint outside of the Cisco Catalyst app. Ensure that the created staging table has a field called u_inventory_details. The inventory details from the Cisco Catalyst app are mapped to this field. With the Post device inventory details to a staging table destination type, after data transfer you must write custom code to take the data from the staging table and map it to the ServiceNow CMDB.

  • Destination URI: Uniform Resource Indicator of the ServiceNow server (CMDB) or staging table.

Figure 12. Select Destination window
Figure 12: Inventory Data Fields window.

Click Next.

Step 17

In the Select Inventory Data Fields window, select the data fields to by synchronized.

Note

 

Inventory data fields are Cisco created data types that can be designated as an attribute or reference to be synchronized into a CMDB or staging table.

Clicking the top check box in the Select Inventory Data Fields window will select all of the inventory data fields for synchronization. Click this top check box if you want to sync all of the inventory data fields. Otherwise, review and click one check box at a time to create a smaller subset of inventory data fields for synchronization.

Figure 13. Select Inventory Data Fields window
Figure 13: Inventory Data Fields window.

The Select Inventory Data Fields window consists of these columns:

  • Name: Name of the inventory data field.

  • Description: Brief description of the inventory data field.

  • Is Attribute/Is Reference: Whether the inventory data field is an attribute or a reference. A reference data field is used to create a relationship between two tables in a database. This is used for querying purposes. An attribute data field is used to add more data to a table in a database.

Step 18

For the data fields selected to be synchronized in the preceding step, review their designation as either attribute or reference.

To change a data field's default designation, just click the desired data field designation (Attribute or Reference).

The integration supports only 'location', 'building', and 'part number' as reference fields.

After selecting the data fields to be synchronized and whether the data field is an attribute or reference, click Next.

Step 19

In the Update Transforms window, either accept or update the ServiceNow transformation mapping between Catalyst Center device families and ServiceNow CI classes.

Figure 14. Update Transforms window
Figure 14: Update Transforms Window

Device families are the Catalyst Center device classifications (for example, Unified AP, Routers, Wireless Controller, Switches, and Hubs), where the inventory attributes/references mapping to ServiceNow is already available in the existing Cisco Catalyst application in ServiceNow. The type and number of device families can vary depending upon the different Cisco devices in the user's network.

Note

 

Catalyst Center platform is able to automatically retrieve all of the device families in the user's Catalyst Center network and display them in this GUI window.

CI classes are the database tables for ServiceNow (for example, cmdb_ci_wap_network, cmdb_ci_ip_router, and cmdb_ci_ip_switch). The CI Class column in the GUI window is used to map the CI classes to their respective device families.

This table displays the Catalyst Center default CI classes for each device family. The default CI classes can be modified by the user. In case of other device families not listed below, Cisco will not have any default values specified in the CI Class column. The ServiceNow application user needs to either manually create the corresponding CI Classes and attributes/references mapping or use a pre-existing CI class a 'parent' CI class. Ensure the pre-existing or newly created class is inherited from Network Gear (cmdb_ci_netgear) class.

Table 4. Default Device Family to CI Class Mapping List

Device Family

Corresponding CI Class

Unified AP

cmdb_ci_wap_network

Wireless Controller

x_caci_cisco_dna_wireless_lan_controller

Routers

cmdb_ci_ip_router

Switches and Hubs

cmdb_ci_ip_switch

Meraki Access Point

cmdb_ci_wap_network

Meraki Cameras

cmdb_ci_netgear

Meraki Dashboard

cmdb_ci_netgear

Meraki Security Appliances

cmdb_ci_netgear

Meraki Switches

cmdb_ci_ip_switch

After accepting or updating the information in this window, click Next.

Note

 

After configuring the bundle and setting up the schedule, if a new device (device family) is discovered and it lacks a CI class mapping in the Update Transform window, you must reconfigure the bundle to include a CI class mapping. This ensures that all devices are properly synced to the CMDB CI tables as expected.

Step 20

In the Set Source Identifier and Operational Limit window, configure the data source and maximum limit.

Figure 15. Set Source Identifier and Operational Limit window
Figure 15: Summary Window

Configure these values:

  • Source Identifier (Exact Match): Enter the same value as previously selected or keep the value at its default, Other Automated.

    • Synchronize device inventory directly with CMDB

    • Post device inventory details to a staging table

    Note

     

    Other Automated is a preconfigured value for the discovery source attribute in an OOB ServiceNow instance. This is the value that indicates the data source from where the ServiceNow CI was discovered. As a default, Cisco uses one of the existing preconfigured values for the integration.

    We recommend that the user creates their own discovery source, so as to uniquely identify the source from where the devices were fetched to sync into the ServiceNow instance. The steps to create a new discovery source are described in the ServiceNow App 'Installation and Configuration guide'.

  • Inventory Items Per Iteration: Maximum number of devices that can be synchronized in an iteration (single API call). We recommend that you set the limit to 100 devices.

After entering the information, click Next.

Step 21

In the Summary window, review the configuration summary.

Figure 16. Summary window
Figure 16: Summary WIndow

After reviewing the information, click Configure.

For a successful configuration, you will receive a Done! Bundle Configured message.


What to do next

Configure the Integration Flow for this bundle (Schedule to Publish Inventory Details - ServiceNow Connector), using one of the methods described in Step 8.

You can also test the CMDB synchronization by doing these tasks:

  • From the main menu, choose Platform > Runtime Dashboard > CMDB Synchronization Summary. Click Refresh to refresh the GUI view. Review the inventory device synchronization status to ServiceNow.

  • From the main menu, choose Platform > Runtime Dashboard > Event Summary. Click Refresh to refresh the GUI view. Click the individual events in the window to view the event data and access links to ServiceNow.

  • Go to ServiceNow and search for a synchronized device. Check the Configuration and Other Attributes tabs for synchronized data in that device's record.

Configure the network issue monitor and enrichment for ITSM (ServiceNow) bundle

Follow this procedure to set up monitoring for network for assurance and maintenance issues, as well as publishing event details to a ServiceNow system.


Note


  • Closed loop automation is supported for assurance events between Catalyst Center and ServiceNow. Closed loop automation is not supported for other event types.

  • The closed loop automation support is extended only to the REST API endpoint configured in the Network Issue Monitor and Enrichment for ITSM (ServiceNow) bundle. The Event Management and Generic REST API endpoints configured in this bundle do not support automatic ticket creation and auto resolution of tickets for closed loop automation of assurance events. However, an update regarding an assurance event being resolved/ignored is sent to the Event Management and Generic REST API endpoints.

  • When an assurance event or issue is ignored or resolved in Catalyst Center, an update is sent to ServiceNow irrespective of the endpoint (Event Management/REST API Endpoint or Generic REST API Endpoint) configured in the Automation Events for ITSM (ServiceNow) Bundle.

  • Event data can be published to the Event table in ServiceNow. This requires that you have the Event Management plug-in in your ServiceNow instance. If you do not have the Event Management plug-in in your ServiceNow instance, the bundle can be configured to send the data to a REST API endpoint in the Cisco Catalyst app.


Before you begin

You must have the appropriate permissions to do the tasks as described in this procedure. For information about role-based access control for the Catalyst Center platform, see the Cisco Catalyst Center Platform User Guide.

Procedure


Step 1

From the main menu, choose Platform > Manage > Bundles.

Review the displayed bundles and their current status.

Step 2

Click the Network Issue Monitor and Enrichment for ITSM (ServiceNow) bundle link or icon (colored square with initial) for additional information about the bundle.

Additional information provided may include:

  • 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 APIs and integration flows that make up the bundle, or provides information about the integration flows that make up the bundle.

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

Step 3

Click each of the above tabs and review the information about the bundle.

Step 4

Click the Enable button to enable the bundle.

An Information field appears in the window.

Step 5

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 6

Click OK in the success message.

Step 7

Click the Configure button to configure at the bundle level.

A configuration slide-in pane appears.

Step 8

In the configuration slide-in pane, click ServiceNow Access Settings to configure a ServiceNow Connection instance.

Step 9

Click the radio button to configure either an existing ServiceNow Connection instance or configure a new instance.

Figure 17. Example of ServiceNow instance configuration fields
Figure 16: ServiceNow Instance Configuration Fields.

For configuring an existing ServiceNow Connection instance, select it from the drop-down menu in the window and click Activate.

Step 10

For configuring a new ServiceNow Connection instance, this additional information must be entered:

  • Instance Name: Name of the instance.

  • Description: Descriptive text of the instance.

  • Host name: Hostname for the ServiceNow system.

  • Username: Username required to access the ServiceNow system.

  • Password: Password required to access the ServiceNow system.

Step 11

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, configure Destination to receive events.

Step 12

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

Step 13

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

Figure 18. Example of Destination to receive events configuration fields
Figure 17: Destination to receive events configuration fields.

For configuring an existing Destination Connection instance, select it from the drop-down menu in the window and click Activate.

Step 14

For configuring a new Destination instance, this additional information must be entered:

  • Instance Name: Name of the instance.

  • Description: Descriptive text of the instance.

  • Destination to receive events: Select one of these options:

    • Event Management: When setting up Catalyst Center integration with ServiceNow without using the Cisco Catalyst app, select the Event Management option. The Event Management option also requires that you have the Event Management plug-in configured within the ServiceNow instance.

    • REST API Endpoint: The REST API Endpoint option can be used with the Cisco Catalyst app. With this option, data is sent to a REST API endpoint within the Cisco Catalyst app.

      Note

       

      When a network event or issue is ignored or resolved in Catalyst Center, an event status update is sent to the Cisco Catalyst app in ServiceNow, and the ticket created for the event in ServiceNow is closed automatically.

    • Generic REST Endpoint in ServiceNow: With this option, you can send the data to a different staging table in ServiceNow.

  • Destination URI: Enter a destination URI (Uniform Resource Indicator) for the Generic REST Endpoint in ServiceNow option. This field is mandatory for this option.

After entering this information, proceed to the next step.

Step 15

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

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


Configure event settings

The Catalyst Center platform and ITSM integration lets you select from a list of possible issues to create and modify the severity of events, incidents, or problems in ServiceNow to match your business priorities. You do these tasks in the Events Settings window.


Note


For this release, there are no SWIM event to configure in Event Settings. You only configure network assurance events.



Important


The Event Settings window and its functionality is only applicable to events for an ITSM (ServiceNow) integration and not for events configured to other destinations. For events being configured to a webhook or other destination, click the link above the columns to access the Events window. Use the Events window to configure events for an email, webhook, or SNMP trap.


Figure 19. Events Settings window
Figure 18: Event Settings window

Before you begin

You must have the appropriate permissions to do the tasks as described in this procedure. For information about role-based access control for the Catalyst Center platform, see the Cisco Catalyst Center Platform User Guide.

Procedure


Step 1

From the main menu, choose Platform > Manage > Configurations.

A Configurations window opens that contains an Events Settings section.

Step 2

Review the Event Settings section that appears.

This Event Settings information appears:

  • Event Name: Name of the Catalyst Center event.

  • Domain: Domain of the Catalyst 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).

    Note

     

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

  • 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 in the Find field. For example, to display all access point notifications, type AP in the Find field. To view all network notifications, 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.

Select a setting by clicking the downward pointing angle and adjust the value. For example, click Network and adjust to App. This changes the event type from a network type to an application type. Click Severity and adjust to 1 from 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 Catalyst Center when the event occurs in the future.

Step 5

Click Save.


Configure the automation events for ITSM (ServiceNow) bundle

Follow this procedure to set up monitoring and publishing events requiring device provisioning activities, software image updates for compliance, security, or other operational triggers to a ServiceNow system.


Note


You can publish the event data to the Event table in ServiceNow if you have the Event Management plug-in in your ServiceNow instance. If not, you can configure the bundle to send the data to a REST API endpoint in the Cisco Catalyst app.


Enabling ITSM in Catalyst Center enforces a ServiceNow approval process for better control of Catalyst Center device provisioning activities and group-based policy changes. However, enabling ITSM for software image updates is not necessary as SWIM does not honor the Visiblity and Control of Configurations settings. See the Configure System Settings chapter in the Cisco Catalyst Center Administrator Guide for information about enabling ITSM approval.

Before you begin

You must have the appropriate permissions to do the tasks as described in this procedure. For information about role-based access control for the Catalyst Center platform, see the Cisco Catalyst Center Platform User Guide.

Procedure


Step 1

From the main menu, choose Platform > Manage > Bundles.

Review the displayed bundles and their status.

Step 2

Click the Automation Events for ITSM (ServiceNow) bundle link or icon (colored square with initial) for additional information about the bundle.

Additional information that is provided may include:

  • 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 APIs and integration flows that make up the bundle, or provides information about the integration flows that make up the bundle.

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

Step 3

Click each of the preceding tabs and review the information about the bundle.

Step 4

Click Enable to enable the bundle.

An Information field appears in the window.

Step 5

Click Enable in the Information field to confirm enabling the bundle.

After clicking Enable to confirm, a success message appears.

Step 6

Click OK in the success message.

Step 7

Click Configureto configure at the bundle level.

A configuration slide-in pane appears.

Step 8

In the configuration slide-in pane, click Automation Events Workflow Selection to select events relating to software image updates, changes to configuration of network devices and group based policy update that need to be enabled for ITSM integration. This selection could be one or more, or all the events.

Step 9

Click the radio button to configure either an existing ServiceNow Connection instance or configure a new instance.

Figure 20. Example of Automation Events Workflow Selection configuration fields
Figure 19: ServiceNow instance configuration fields, for Access Settings

To configure an existing ServiceNow Connection instance, select it from the drop-down list in the window and click Activate.

Step 10

To configure a new ServiceNow Connection instance, you must enter this additional information:

  • Instance Name: Name of the instance.

  • Description: Descriptive text of the instance.

  • Software Image Management: Select true from the drop-down list to enable ITSM integration of events relating to software image updates.

  • Network Provisioning: Select true from the drop-down list to enable ITSM integration of events relating to configuration changes of network devices.

  • Group Based Policies: Select true from the drop-down list to enable ITSM integration of events relating to group based policy updates.

Step 11

In the configuration slide-in pane, click ServiceNow Access Settings to configure a ServiceNow Connection instance.

Step 12

Click the radio button to configure either an existing ServiceNow Connection instance or configure a new instance.

Figure 21. Example of ServiceNow instance configuration fields
Figure 19: ServiceNow instance configuration fields, for Access Settings

To configure an existing ServiceNow Connection instance, select it from the drop-down list in the window and click Activate.

Step 13

To configure a new ServiceNow Connection instance, you must enter this additional information:

  • Instance Name: Name of the instance.

  • Description: Descriptive text of the instance.

  • Host name: Hostname for the ServiceNow system.

  • Username: Username required to access the ServiceNow system.

  • Password: Password required to access the ServiceNow system.

Step 14

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, activate the bundle.

Step 15

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

Step 16

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

Figure 22. Example of Destination to receive events configuration fields
Figure 20: Destination for event configuration fields.

To configure an existing Destination Connection instance, select it from the drop-down menu in the window and click Activate.

Step 17

To configure a new Destination instance, you must enter this additional information:

  • Instance Name: Name of the instance.

  • Description: Descriptive text of the instance.

  • Destination to receive events: Select one of these options:

    • Event Management: When setting up Catalyst Center integration with ServiceNow without using the Cisco Catalyst app, select the Event Management option. The Event Management option requires that you have the Event Management plug-in that is configured within the ServiceNow instance.

    • REST API Endpoint: You can use the REST API Endpoint option with the Cisco Catalyst app. Data is sent to a REST API endpoint within the Cisco Catalyst app with the REST API Endpoint option.

    • Generic REST Endpoint in ServiceNow: For the Generic REST Endpoint in ServiceNow option, you can send the data to a different staging table in ServiceNow.

  • Destination URI: Enter a destination Uniform Resource Indicator (URI) for the Generic REST Endpoint in ServiceNow option. This field is mandatory for this option.

After entering this information, proceed to the next step.

Step 18

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

Note

 

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


Configure the Cisco SD-Access integration with ITSM (ServiceNow)

The Cisco SD-Access integration with ServiceNow monitors and publishes fabric events that require fabric role updates for security or other operational triggers to an ITSM (ServiceNow) system. It also allows you to trigger or schedule a synchronization between Catalyst Center devices and the ServiceNow CMDB system.

Before you begin

Ensure that you have ServiceNow running on a system that you will integrate with Catalyst Center platform.

  • Run a successful Discovery job in Catalyst Center. You can check whether a Discovery job is successful in Device Inventory. From the main menu, choose Provision > Inventory to view the results.

  • You must have the appropriate permissions to perform the tasks as described in this procedure. For information about role-based access control for the Catalyst Center platform, see the Cisco Catalyst Center Platform User Guide.

Procedure


Step 1

From the main menu, choose Platform > Manage > Bundles.

Review the displayed bundles and their status.

Step 2

Enable and configure the Basic ITSM (ServiceNow) CMDB Synchronization bundle to configure data synchronization. For more information, see Configure the Basic ITSM (ServiceNow) CMDB Synchronization Bundle.

Step 3

Enable and configure the Automation Events for ITSM (ServiceNow) bundle to monitor and publish a fabric event. For more information, see Configure the automation events for ITSM (ServiceNow) bundle.

Step 4

Configure access settings to ServiceNow for the Cisco SD-Access-ServiceNow instance. From the main menu, choose System > Settings > External Services.

Step 5

In the left pane, click Destination and select ITSM to add or edit a ServiceNow instance. For more information, see Configure ITSM Integration in the Cisco Catalyst Center Platform User Guide.

Step 6

Add a device to the fabric and assign a role based on your requirement. The role can be control plane, border, or edge. From the main menu, choose Provision > Fabric.

The window displays all the provisioned fabric domains.

Step 7

From the list of fabric domains, select SDA-ITSM-Fabric.

Figure 23. Catalyst Center Platform fabrics
Figure 21: Fabrics and Transit/Peer Networks

The resulting screen displays all the fabric sites in the fabric domain.

Step 8

Select a fabric site.

The Fabric Infrastructure table lists all devices in the network that have been inventoried.

Note

 

Any device that is added to the fabric is shown with a blue circle in the Device Role column.

Figure 24. List of devices in Fabric Infrastructure
Figure 22: List of devices in fabric infrastructure

Step 9

In the list view, click a device. The device details window slides in with these Fabric options:

Option Description

Edge

Click the toggle button next to this option to enable the selected device as an edge node.

Border

Click the toggle button next to this option to enable the selected device as a border node.

Control Plane

Click the toggle button next to this option to enable the selected device as a control plane node.

Note

 
  • To configure a device as a fabric-in-a-box, select the Control Plane, Border, and Edge options.

  • To configure the device as a control plane and a border node, select both Control Plane and Border.

Step 10

Click Add.

Step 11

(Optional) To remove a device from the fabric, select the device and in the device slide-in pane, click Remove From Fabric.

Figure 25. Device Roles of a Fabric
Figure 23: Device roles of a fabric

Step 12

Click Deploy to deploy the device role.

Step 13

In the Modify Fabric Domain window, click Now to create a ticket immediately or click Later to schedule the ticket creation at a specific time.

Step 14

Click Apply.

Note

 

If you select Later to schedule a ticket creation at a specific time, the request goes to the Catalyst Center scheduler.

Step 15

From the main menu, choose Activities > Tasks to view upcoming, in-progress, successful, and failed fabric tasks.

Step 16

In the Tasks window, the ticket status summary displays this information:

  • Status of the fabric ticket request: Ticket Approved, Ticket Rejected, or Failed.

  • Timestamp of the fabric ticket.

Figure 26. Status of fabric ticket requests
Figure 24: Status of fabric ticket requests

Step 17

To view the event summary of the Cisco SD-Access provision creation request, click the menu icon and choose Platform > Runtime Dashboard > SDA Provision Creation Request.

The SDA Provision Creation Request slide-in pane displays the Event ID, Source, Destination, ITSM Workflow, ITSM Status, ITSM ID, ITSM Link, ITSM Last Updated Time, ITSM Entity Severity/Priority, and Event Severity of an individual fabric event. For more information, see Review the Event Summary in the Cisco Catalyst Center Platform User Guide.


Catalyst Center endpoint attribute retrieval with ServiceNow

With this Catalyst Center release, you can configure Catalyst Center endpoint attribute retrieval with ServiceNow using the Cisco Catalyst app (version 2.3.1) that allows you to schedule a synchronization or trigger an update between the endpoint inventory and your ITSM (ServiceNow) configuration management database (CMDB). Endpoint attribute information from ServiceNow can be used to help profile endpoints in your network. ServiceNow appears in the endpoint profiling workspace as an additional probe. You may create custom profiling rules leveraging the attributes sent by ServiceNow.

Mapping between the ServiceNow CMDB fields and endpoint attributes occur at the platform level and is accomplished using the Endpoint Attribute Retrieval with ITSM (ServiceNow) bundle. This bundle supports the Scheduler for ServiceNow Asset Sync integration flow, which can be configured to run on a set schedule to invoke an internal Cisco API to retrieve the endpoint attribute information from ServiceNow.

This table describes the procedure for configuring Catalyst Center endpoint attribute retrieval with ServiceNow.


Note


This procedure does not modify or delete any CIs on the existing ITSM (ServiceNow) tool.


Table 5. Catalyst Center endpoint attribute retrieval with ServiceNow

Step

Description

Step 1

Install or upgrade to the latest Catalyst Center release.

For information about installing Catalyst Center, see the Cisco Catalyst Center Installation Guide.

Step 2

Install or upgrade to a compatible version of ServiceNow mentioned on the ServiceNow Store website.

Click this link to access the ServiceNow Store website:

https://store.servicenow.com/sn_appstore_store.do#!/store/application/03eb0f4ddbf6ba00f27978b5ae96197b/2.3.1

See your ServiceNow documentation for the installation and upgrade procedures.

Note

 

This procedure must be done by a ServiceNow administrator.

Step 3

Download and install the Cisco Catalyst app (version 2.3.1) into ServiceNow by following the documentation available at the ServiceNow website.

Note

 

Catalyst Center supports an application (Catalyst Center) that facilitates endpoint attribute retrieval with an ITSM (ServiceNow). This application or app is designed to work with ServiceNow without its Event Management plug-in.

Click this link to access the ServiceNow Store website where the Cisco Catalyst app is located:

https://store.servicenow.com/sn_appstore_store.do#!/store/application/03eb0f4ddbf6ba00f27978b5ae96197b/2.3.1

Note

 

This procedure must be done by a ServiceNow administrator.

Step 4

Review and ensure that the requirements are met for the Catalyst Center-to-ServiceNow integration.

For information, see Requirements.

Step 5

Configure the Endpoint Attribute Retrieval with ITSM (ServiceNow) bundle.

For information, see Configure the Endpoint Attribute Retrieval Bundle with ITSM (ServiceNow).

Requirements

Review and ensure that this networking and systems requirements are met for the Catalyst Center-to-ServiceNow integration:

  • Networking:

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


      Note


      Contact your Catalyst Center administrator to obtain this information.


    • HTTPS network access between Catalyst Center and ServiceNow.


      Note


      Contact and work with your network administrator to establish this.


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

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

    • The Catalyst Center platform is accessible from the MID server.

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


      Note


      The MID server is used to proxy the REST requests from the ServiceNow instance.


    See the Scope Certified Application Installation and Configuration Guide on the ServiceNow Store website for MID server configuration information: https://store.servicenow.com/sn_appstore_store.do#!/store/application/03eb0f4ddbf6ba00f27978b5ae96197b

  • Catalyst Center Platform:

    • The Catalyst Center platform is enabled in Catalyst Center.

    • The requisite bundle or bundles in the Catalyst Center platform are configured and activated (as described in the next procedures).


      Note


      These bundles have the required APIs that integrate with the Cisco Catalyst app in ServiceNow.


Configure the Endpoint Attribute Retrieval Bundle with ITSM (ServiceNow)

Perform this procedure to configure Catalyst Center endpoint attribute retrieval from the ServiceNow CMDB.

Before you begin

  • Ensure that you have ServiceNow running on a system that you will integrate with Catalyst Center platform.

  • You must have the appropriate permissions to perform the tasks as described in this procedure. For information about role-based access control for the Catalyst Center platform, see the Cisco Catalyst Center Platform User Guide.

  • Ensure that you have installed or upgraded the latest Catalyst Center release with Cisco ISE version 3.1 or later.


    Note


    While configuring the ISE Configuration in the Cisco AI Endpoint Analytics configuration window, it is recommended to check the Enhanced Authorization Integration check box to avoid duplicate data being sent to Cisco ISE. For more information, see Publish Authorization Attributes to Cisco ISE in the Cisco Catalyst Center User Guide.


Procedure


Step 1

From the main menu, choose Platform > Manage > Bundles.

Review the displayed bundles and their current status.

Step 2

Click the Endpoint Attribute Retrieval with ITSM (ServiceNow) bundle link or icon (colored square with initial) for additional information about the bundle.

Additional information provided may include these details:

  • 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.

    Note

     

    The specific endpoint attribute data that is retrieved is displayed in the Information tab. This endpoint attribute data will be retrieved from ServiceNow (with the display name in Catalyst Center within the parenthesis):

    • Asset Tag (CMDB asset tag)

    • Model Category (CMDB model category)

    • Model (CMDB model)

    • Managed by (CMDB managed by)

    • Serial Number (CMDB serial number)

    • Location (CMDB location)

    • Department (CMDB department)

    • MAC Address (CMDB MAC address)

    • Display Name (CMDB display name)

  • Contents: Tab that accesses the APIs and integration flows that make up the bundle, or provides information about the integration flows that make up the bundle.

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

Step 3

Click the Contents tab.

Step 4

Click the Integration Flows header.

The integration flows appear underneath the header.

Step 5

Click the Enable button to activate the integration flow links.

An Information field appears in the window.

Step 6

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 7

Click Okay in the success message.

Step 8

Click the link for the individual integration flow to do these tasks.

For the schedule-based integration flow (Scheduler for ServiceNow Asset Sync), do these tasks:

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

  • Click Run Now (to run the scheduler now), Run Later (to schedule for a later time), or Recurring (to set up a recurring schedule).

    For Run Later, you need to select a date, time, and time zone. For Recurring, you need to set a repeating interval (hourly, daily or weekly), an interval duration (minutes or hours), and a start and end date.

  • Click Schedule to enable the scheduler.

    Important

     
    • Only configure and enable an integration flow schedule after you have finished configuring the bundle itself as described in this procedure. You can configure and enable an integration flow schedule by returning to this view and clicking Schedule. Or, click the View Flows link in the Endpoint Attribute Retrieval with ITSM (ServiceNow) slide-in pane (see these steps). Or, click the menu icon and choose Platform > Developer Toolkit > Integration Flows > Scheduler for ServiceNow Asset Sync.

    • When you perform the synchronization once, it is always a full sync.

    • The incremental sync is performed only on the scheduled synchronization.

    • The Recurring synchronization is scheduled synchronization, while the Run Later synchronization is a one-time sync.

    • The first occurrence of recurring synchronization is also a full sync. You must configure a minimum of two occurrences for the recurring synchronization.

    • To complete the first full synchronization, you must configure the synchronization schedule with an hourly difference of at least two hours.

Figure 27. Scheduler for ServiceNow Asset Sync
Figure 25: Scheduler for ServiceNow Asset Sync

Step 9

Click the X icon to return to the previous bundle window.

Step 10

Click the Configure button to configure at the bundle level.

A configuration slide-in pane appears. Review the Configure Endpoint Attribute Retrieval with ITSM (ServiceNow) information.

Step 11

Click the Configure button to configure at the bundle level.

A configuration slide-in pane appears.

Step 12

In the configuration slide-in pane, click ServiceNow Access Settings to configure a ServiceNow Connection instance.

Step 13

Click the radio button to configure either an existing ServiceNow Connection instance or configure a new instance.

Figure 28. Example of ServiceNow Instance Configuration Fields
Figure 26: Configure Endpoint Attribute Retrieval with ITSM (Service Now) activation page

To configure an existing ServiceNow Connection instance, select it from the drop-down menu in the window and click Activate.

Step 14

To configure a new ServiceNow Connection instance, you must enter this additional information:

  • Instance Name: Name of the instance.

  • Description: Descriptive text of the instance.

  • Host name: Hostname for the ServiceNow system.

  • Username: Username required to access the ServiceNow system.

  • Password: Password required to access the ServiceNow system.

Step 15

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

Step 16

Expand the Synchronization Options to define the incremental sync of endpoints and do these steps:

  1. Click the Create a new instance radio button and configure a new ServiceNow connection instance:

    1. In the INFORMATION area, enter the instance name and description.

    2. In the SYNCHRONIZATION OPTIONS area, check the Incremental Sync check box to select the incremental sync of endpoints and specify the maximum limit for incremental sync records to pull in each cycle.

      We recommend that you use Incremental Sync, which allows you to first retrieve all the data from ServiceNow and later retrieve only the modified data from the subsequent iterations.

Note

 
  • You can specify a maximum of 100 incremental sync records.

  • When you set up the synchronization for the first time, it is performed in full sync, even if it is an incremental sync.

  • When you edit the synchronization settings, it is done in full sync, even if it is an incremental sync.

Step 17

Click Save to save the bundle.


What to do next

Configure the integration flow (Scheduler for ServiceNow Asset Sync) for this bundle, using one of the methods described previously.