Thursday, February 13, 2020

Customizing the ServiceNow Netcool Connector

Background

The ServiceNow Netcool Connector (introduced at some point before the New York release) allows you to pull events from a Netcool ObjectServer into ServiceNow. The connector is a process that runs on a MID Server. Within the ServiceNow interface, there are only a few configuration options (userid/password, JDBC URL, how often to run, etc.). However, there are no filters to configure. That's because the connector is a straightforward Groovy script that you can edit as needed on the MID Server.

Details

The Netcool Connector script is found on the MID Server in the file .../agent/scripts/Groovy/NetcoolConnector.groovy. Some of the interesting parts of the script are the actual query that's run:

query = "select top 3000 Identifier,Node,NodeAlias,AlertKey, Manager,Agent,AlertGroup,Severity,Type,Summary,Acknowledged,LastOccurrence,StateChange,SuppressEscl from alerts.status where StateChange > " + lastTimeSignature + " and Manager not like '^.*Watch\$' order by StateChange asc";


That is exactly the query that's run, and you can edit it to include custom fields, for example. To complete the customization, you also need to update the createEvent() function to actually include those custom fields in the event that's created in ServiceNow. In there you can also do any hard-coded transforms that are required or anything else.


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