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ServiceNow is a powerful incident management system which you can integrate with the Cyara Platform to create Incidents for failed or satisfactory Cyara Test Case results from pulse dashboards.

The main sections of this walk-through are as follows: 

1. View Pulse Dashboard and demonstrate ServiceNow Incidents logged for Failed or Satisfactory Test Case results.
2. Overview of configuring ServiceNow Integration
3. Configuring ServiceNow in the Alarm Profile

1. Viewing Pulse Dashboard and demonstrate ServiceNow Incidents logged for Failed or Satisfactory Test Case results.

ServiceNow integration is designed to be used with Pulse and adds another method of alerting. Just like the existing SMS, eMail or Mobile App Push Notification, the ServiceNow integration adds “notification” method that will log an Incident in to ServiceNow.

In this demonstration we will run two Pulse Campaigns;

• “Pulse – AB IVR monitoring – Contact Us” runs every 60 minutes to validate a call in an Amazon Connect Environment which is designed to randomly play different “Contact Us” information which will cause Test Case to log an “Expect To Hear” failure.
• “Pulse – Premier Financial Services Monitoring” runs every 15 minutes and simply monitors a Genesys Test Environment. This campaign monitoring is not designed to cause Test Case failures.

After both the Pulse Campaigns have been initialized, proceed to loading the Global Dashboard by navigating to the Reports Tab and accessing the Global Dashboard.
The Global Dashboard is a default Dashboard that will display all running Pulse Campaigns.

To create a ServiceNow Incident , click on any Failed result displayed on the Dashboard and click on the result to access the Detailed Test Result.

Clicking on a Red icon for a Test Case Failure will display a popup with further information, clicking on the Test Case Name link will direct you to the Test Case Result within the campaign.

When the detailed result is displayed you will notice a Ticket field has already been populated (Actions section in the upper right-hand corner)

Note: If you have two consecutive failed logged by the same test case, only the first one will open ServiceNow incident. This is by design. The logic behind this is that there is no need to keep logging incidents once the first instance has been reported. Just like with all notifications, all failures after the first one will not result in new Incidents being logged until there was at least one Successful result which will reset the counter within ServiceNow. 

At this time, you can click on the “INC00XXXX” incident link or on the “View” button to view the incident in ServiceNow.

If you are currently not logged into ServiceNow, you will be presented with the ServiceNow Portal Login dialog box. The ServiceNow Incident with all the information from the Test Case will now be displayed.

At this point if you want to see all the incident that have been logged, you can click on the “back” symbol “next to the Incident ID in the ServiceNow portal.

You will now see all the incident that have been reported, and you can open any incident to view full details by clicking on the Incident Number.

Once incident details are displayed and you want to see the “Full Details” click on the Incident ID in the top bar of the Portal window and then select “Default” view.

2. Overview of Configuring ServiceNow Integration

Further to the instructions on how to first configure a ServiceNow integration in the Cyara User Guide available here "Configuring a ServiceNow Integration". This section of the Walkthrough will cover additional configuration options for the ServiceNow integration.

First click on the Tools -> Integrations section of the Portal to access your existing ServiceNow integration.

You will see the ServiceNow integration configuration page

The following are the details required for configuring ServiceNow connectivity.

The following section allows for configuring mapping of Cyara Test Case Results to ServiceNow data fields.

Known ServiceNow fields are selected from the “New ServiceNow Field” list and new fields can be defined by selecting “New Custom Field”. Selecting  will display list of Cyara variables that will contain Test Case results information.

As an example, the ServiceNow “description” field contains the complete list of all variables so that once ServiceNow Incident is created you can see what that data looks like (see below). Multiple variable can be used in the same text string to comprise complex information.

3. Configuring Alarm Profile in support of ServiceNow integration

In addition to configuring the default ServiceNow Integration, an Alarm Profile must be created and configured, in order to allow for Pulse Campaign Failures to automatically generate a ServiceNow Incident.

To confirm that your Alarm Profile is correctly configured to alert ServiceNow upon Test Case Failures within a Pulse Campaign, navigate to “Reports” tab and access Alarm Profiles.

Open your existing Alarm Profile by clicking on its name in the left hand column, then navigate to the “Email & Web Hook” Tab.

You will see that there is a field “Alert by Integration” that needs to be checked and the previously configured ServiceNow integration must be selected.

In addition, the Alert of Minor or Major incidents for Global dashboard needs to be selected (Here you have the ability to decide if you want ServiceNow Incidents to be created for Minor, Major or both types of incidents)

Keep in mind that selecting multiple dashboards, that may be monitoring same events, will result in multiple incidents opened for the same Cyara event.

In order to utilize the ServiceNow auto-resolve features (configured in the Integration tab), the “Success Threshold” will govern how many consecutive successful executions of the test case must occur before a previously created ServiceNow incident is automatically resolved (i.e. closed). Leaving this parameter empty, is the same as setting it to 1.

For example, setting “Success Threshold” to “2” means that once we trigger a ServiceNow incident creation, the incident will not be auto-resolved until the test case has executed successfully two times in a row. In addition, any subsequent failures that occur prior to two consecutive “success” results will not result in new ServiceNow incident being logged.