Chapter 2. Integrating ServiceNow with the Red Hat Hybrid Cloud Console
The ServiceNow Flow Templates for Red Hat Insights application integrates with Insights for Red Hat Enterprise Linux services. The templates provide ServiceNow flows for creating incidents out of found vulnerabilities, performance, system configuration recommendation, and other risks. The application includes a sample flow that you can edit to customize it for your organization.
This application forwards selected Hybrid Cloud Console events to ServiceNow. The Flow Templates for Red Hat Insights application seamlessly integrates with the Hybrid Cloud Console so that you can focus on handling the data on the ServiceNow application side in the same way you manage other sources of data.
You can use the Flow Templates for Red Hat Insights application to handle events from the following Hybrid Cloud Console services:
- Advisor
- Vulnerability
- Any additional Red Hat Hybrid Cloud Console events that you might have configured
Insights for RHEL is included as part of your Red Hat subscription and is accessible through the Red Hat Hybrid Cloud Console.
Contacting support
If you have any issues with the Red Hat Insights application for ServiceNow, contact Red Hat for support. You can open a Red Hat support case directly from the Hybrid Cloud Console by clicking Help (? icon) > Open a support case, or view more options from ? > Support options.
ServiceNow will not provide troubleshooting. The Red Hat Insights application for ServiceNow is fully supported by Red Hat.
2.1. Installing and configuring the ServiceNow Flow Templates for Red Hat Insights application
You can use the Flow Templates for Red Hat Insights application to integrate ServiceNow with the Hybrid Cloud Console to create ServiceNow flows from triggered events in the Hybrid Cloud Console. To integrate ServiceNow with Red Hat Hybrid Cloud Console, you must install the ServiceNow IntegrationHub Enterprise Pack Installer plugin. After the plugin and the application are configured, event data flows from the Hybrid Cloud Console to your ServiceNow instance. A ServiceNow REST API asynchronous trigger receiver is used within the application flow.
Prerequisites
- You have Organization Administrator permissions for the Hybrid Cloud Console.
- Notifications administrator permissions are configured in User Access.
- You have a Red Hat subscription and you can access the Red Hat Hybrid Cloud Console.
- Popup blockers are disabled in your browser.
- ServiceNow IntegrationHub Enterprise Pack Installer plugin is installed. If it is not installed, request the plugin from ServiceNow.
You have access to the following ServiceNow roles:
-
admin -
x_rhtpp_rh_webhook.rest -
sn_appclient.app_client_company_installer(can only install applications that match the instance company), orsn_appclient.app_client_user.
-
- In ServiceNow you have incident (write) access for table permissions.
- You are using the San Diego or later release of ServiceNow.
Procedure
- Log in to your ServiceNow instance.
Navigate to the ServiceNow Store home page and install or update the Flow Templates:
Install the Flow Templates for Red Hat Insights application from the ServiceNow Store (or as an Update Set).
-
Create a new user with User ID
rh_insights_integration. - Check Internal Integration User for the user you just created.
- Ensure that the user is Active.
-
Assign role
x_rhtpp_rh_webhook.restto the user. - Generate a password for the user. Copy this information for use during the setup process.
-
Create a new user with User ID
- Open the Hybrid Cloud Console in a new browser window or tab.
Navigate to Settings > Integrations, select the Reporting & Automation tab, and complete the following steps:
- Click Add integration.
- Select ServiceNow as the integration type, and click Next.
- Enter a name for the integration, such as ServiceNow integration.
Provide the Endpoint URL and replace
<instance.servicenow.com>with your ServiceNow instance:https://<instance.servicenow.com>/api/x_rhtpp_rh_webhook/flow_templates_for_red_hat_insights- The checkbox to Enable SSL is checked by default.
-
In the Secret token field, paste the generated password of the
rh_insights_integrationuser that you created in ServiceNow. - Click Next.
- Review the integration details and click Submit.
Navigate to Hybrid Cloud Console > Settings > Notifications and complete the following steps:
- Under Notifications, select Configure Events.
- Select the application bundle tab you want to configure event notification behavior for: Red Hat Enterprise Linux, Console, or OpenShift.
- Click the Behavior Groups tab.
- Click Create new group to open the Create behavior group wizard.
- Type the name of the new behavior group in the Name field and click Next.
- For Actions, select Integration: ServiceNow from the drop-down list.
- For Recipient, select the integration for ServiceNow that you created earlier (for example, ServiceNow integration).
- Click Next. The Associate event types window opens.
Select the following event types from the list:
- Advisor new recommendation
- New vulnerability with CVSS >= 7.0
- New vulnerability with Critical Severity
- New vulnerability containing Security rule
- Any vulnerability with known exploit
- Click Next, and then click Finish to complete the setup process.
Note that events are generated on certain conditions (for example, when a system configured with Red Hat Insights checks in). If no events appear in ServiceNow, check the Event log to see whether any events matching the conditions have occurred.
If the integration configuration fails during the Insights setup process, contact Red Hat support.
2.2. Additional resources
Additional resources
- For information about designing ServiceNow flows, see the ServiceNow Flow Designer.
- To download ServiceNow applications, see the ServiceNow Store.
- For information about installing an application that you purchased from the ServiceNow Store to make it available on your instance, see Install a ServiceNow Store Application.
- For information about configuring notifications after you have integrated ServiceNow with the Hybrid Cloud Console, see Configuring notifications on the Red Hat Hybrid Cloud Console.
- For information about troubleshooting your ServiceNow integration, see Troubleshooting Hybrid Cloud Console integrations.
- For more information about the ServiceNow Store, see ServiceNow Store.
- For more information about ServiceNow, see ServiceNow.
