Bunty11
Hot Shot
Hot Shot

Monitor Service Now - vRO

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How can  I monitor Service Now Ticket Queue from vRealize Orchestrator ???

Ticket in Service Now Monitor -> Update --> Close

From vRealize Orchestrator

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sbeaver
Leadership
Leadership

There are multiple methods to make this work.  One way was mentioned above.  Another way is what you have indicated and I have used something like that where vRO would make a call to service now to search for a Change or Incident that matches very specific criteria and takes action based on the search result

Steve Beaver
VMware Communities User Moderator
VMware vExpert 2009 - 2020
VMware NSX vExpert - 2019 - 2020
====
Co-Author of "VMware ESX Essentials in the Virtual Data Center"
(ISBN:1420070274) from Auerbach
Come check out my blog: [www.virtualizationpractice.com/blog|http://www.virtualizationpractice.com/blog/]
Come follow me on twitter http://www.twitter.com/sbeaver

**The Cloud is a journey, not a project.**

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3 Replies
qc4vmware
Virtuoso
Virtuoso

We've enabled 2 way communication to ServiceNow where we don't actually monitor a specific queue.  Instead there is a call from ServiceNow into Orchestrator when there is a task that requires Orchestrator to do something.  This has worked really well.  We then update the task in ServiceNow with a response or close the task.  We implemented this a long time ago and used the SOAP connector.  We will eventually migrate it all over to the REST api but have not gotten around to it.  You can also monitor a queue as well if you so choose.  At one point a 3rd party had developed a really nice SNOW plugin for Orchestrator but it was overkill for what we are doing so we never purchased it.

Bunty11
Hot Shot
Hot Shot

Cant we make REST API calls from vRO only  to service now

vRO Rest API Call -> Pull -> Read Ticket Contents

vRO REST API Calls -> Patch -> Update ticket Content

vRO REST API Calls -> POST -> Create ticket

??

There would be no need for communication from ServiceNow.

Only communication from vRO wont be sufficient ??

Please advice …..

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sbeaver
Leadership
Leadership

There are multiple methods to make this work.  One way was mentioned above.  Another way is what you have indicated and I have used something like that where vRO would make a call to service now to search for a Change or Incident that matches very specific criteria and takes action based on the search result

Steve Beaver
VMware Communities User Moderator
VMware vExpert 2009 - 2020
VMware NSX vExpert - 2019 - 2020
====
Co-Author of "VMware ESX Essentials in the Virtual Data Center"
(ISBN:1420070274) from Auerbach
Come check out my blog: [www.virtualizationpractice.com/blog|http://www.virtualizationpractice.com/blog/]
Come follow me on twitter http://www.twitter.com/sbeaver

**The Cloud is a journey, not a project.**