Service Now Configuration Guide

OpenNMS Integration with ServiceNow

This guide outlines the steps required to integrate OpenNMS with ServiceNow, including obtaining a Personal Developer Instance (PDI), installing required applications from the ServiceNow Store, and creating a dedicated integration user.

Step 1: Obtain a ServiceNow Instance

Obtaining a Personal Developer Instance

To get started, obtain a Personal Developer Instance (PDI):

  1. Sign in to the ServiceNow Developer Site.

  2. In the header, click the Request Instance button.

  3. Select a desired ServiceNow release (e.g., Washington DC, Xandu).

  4. Click the Request button.

  5. Once the instance is ready, a dialog will display the message Your instance is ready!, along with the URL and admin login details.

  6. Important: Copy the Current Password and store it safely for future use in integrations.

  7. Click the Open Instance button to access your instance in a new browser tab.

Accessing Your Instance Later

To reopen your instance:

  1. Sign in to the Developer Site.

  2. Open the Account menu.

  3. Click Start Building.

Step 2: Install Required Applications from the ServiceNow Store

Before creating the integration user, install the required applications:

Prerequisites

  1. Ensure the application and its dependencies have valid ServiceNow entitlements.

  2. Required Roles:

admin

sn_appclient.app_client_company_installer

sn_appclient.app_client_user

Procedure

  1. Navigate to All > System Applications > All Available Applications > All.

  2. Use the search bar to find the applications by name or ID.

Applications to Install

Proactive Service Experience Workflows

ID: sn_ind_tsm_sdwan

Telecommunications Alarm Management Open API

ID: sn_ind_tmf642

  1. Select the appropriate version and click Install.

  2. In the install dialog, verify and accept any required dependencies.

  3. (Optional) Select Load demo data if available and needed for testing.

  4. Click Install to finalize installation.

Step 3: Create and Configure a ServiceNow User for OpenNMS Plugin

Creating the Integration User

  1. Log in as an admin user in your ServiceNow instance.

  2. Navigate to All > User Administration > Users.

  3. Click New and fill out the user details:

Field

Value

User ID

opennms_user

First Name

OpenNMS

Last Name

Integration

Email

opennms@opennms.com (or suitable alternative)

Password

Set a strong password

Active

☑ Checked

  1. Click Submit to create the user.

Assigning Required Roles

  1. Reopen the user record.

  2. Scroll to the Roles section and click Edit.

  3. Use the search bar to add the following roles:

For Proactive Service Experience Workflows

sn_ind_tsm_sdwan.PSEW_USER

sn_ind_tsm_sdwan.ticket_integrator

wm_agent

wm_basic

wm_dispatcher

wm_qualifier

wm_read

For Telecommunications Alarm Management Open API

sn_ind_tmf642.alarm_mgmt_integration Required for API access to alarm management.

evt_mgmt_user Required to view the list of alerts and events in the ServiceNow console UI.

  1. Click Save or Update to apply the role assignments.

Test API Access (Optional)

You can verify user access with the following curl command:

curl -u opennms_user:password https://.service-now.com/api/sn_ind_tmf642/alarm_mgmt/alarm

A response code of 200 or 206 indicates successful authentication and API access.