Use Case

  • Collect new Zabbix Events to create new ServiceNow Incidents

Requirements

This section provides information about the requirements, which should be met, in order the integration template could be used.

Integration Requirements


Zabbix RequirementsServiceNow Requirements

Authentication

  • Server URL 

  • Integration User 

  • Integration User

Permissions

  • User with - READ permission 

  • incident (CREATE, READ, WRITE)
  • sys_db_object (READ)
  • sys_dictionary (READ)

  • sys_journal (READ)

Environment

  • N/A

  • N/A

Integration User
  • N/A
  • The user's time zone must be set to "GMT"

Network Requirements


Network Requirements

Communication

  • ZigiOps → Zabbix (80/443)

  • ZigiOps → ServiceNow (80/443)

Setup

To enable the integration, you should follow the steps below.

  1. You should start with the selection of the integrated systems and the integrated entities. The integrated entities should be pre-selected if there are no issues with the credentials/permissions, used in the connected systems configuration. 

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  2. Press the Save button to save the changes. 

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  3. You should enable the operations to start the integration. 

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Operations Explanation

This section provides information about the predefined operations of this integration template, including the default field mapping configuration. Each operation consists of two tabs - Source, Field Map. The Source tab contains the trigger, trigger conditions and expressions configuration. The Field Map tab contains the mapping configuration. 

Create Incident

This operation polls the data from Zabbix.  It is designed to collect events from Zabbix and create incidents in ServiceNow. The Event is collected from the Zabbix instance, then it is internally processed through the field mapping configuration, and finally, a request is sent to ServiceNow to create a new incident.

Source

From this tab you could customize the polling interval, trigger conditions and expressions or use the defaults. 

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Field Map

From this tab you could customize the field, value, and conditional mappings, which suit your requirements.

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Update Incident

This operation polls the data from the Zabbix system. It is designed to detect any changes to the event and synchronize them with the corresponding ServiceNow incident, as per the mapping, configured on ZigiOps side.

Source

From this tab you could customize the polling interval, trigger conditions and expressions or use the defaults. 

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Field Map

From this tab you could customize the field, value, and conditional mappings, which suit your requirements.

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Recommendations

This section provides information about the recommended considerations, which should be taken into account, before starting the integration.

Correlation

It is recommended to keep the default correlation configuration, unless you're familiar with the integration and the specifics of the integrated systems. You could contact our support team for assistance, prior further changes to the correlation configuration.

Mapping

The predefined templates are complied with the specifics of the integrated systems. It is recommended to confirm if your integrated systems have any required fields, which must be reported, so you could map them accordingly. Please note that if a required field is not mapped, the operation might fail. In this case, you could review the troubleshooting page for more information about the operation's execution history.