The ServiceNow tile allows you to query incidents and change requests from ServiceNow and display this data in SquaredUp DS.
Should you use the Web API tile or the dedicated ServiceNow tile?
The ServiceNow tile is available in SquaredUp DS v4.4 and above, and offers easier configuration than the Web API tile. You can display incidents and change request with the ServiceNow tile. If you want to use any other data from ServiceNow, you need to use the Web API tile.
The Web API tile can display other data in addition to incidents and change requests, it gives you more flexibility and advanced configurations.
If you don't already have a ServiceNow provider, you need to create one before you can configure a ServiceNow tile (How to add a ServiceNow provider).
Add a new tile to a dashboard or a perspective and click on Integrations > ServiceNow.
Select the visualization for your ServiceNow tile:
Shows the results in a donut shape.
Example:
A Scalar displays one value. A Scalar is useful to show a specific number like "total cost of my services" or "free disk space on this server". When multiple values are returned (meaning a table with multiple rows), you will still be able to pick the Scalar visualization, but the Scalar will only show the value of the first row.
Example:
A table of data, for example incidents or tickets.
Tip: You can turn the individual rows into links in the settings. For example, if you're displaying tickets in your grid, you can link the rows to the ticket in your external ticket system.
Did you know? Since SquaredUp DS 5.4 users can search the grid, and temporarily change the column size and sorting of the grid (by clicking on the column headers) without having to access the settings. They can also expand a row by clicking on the three dots at the end of each row if cells are too small to show their entire content.
Scope: The scope section is optional, and allows you to specify a scope to narrow down the query
It depends on the ServiceNow account you are using for a provider if you can use the scope.
How the ServiceNow account affects the ServiceNow tile The permissions of the ServiceNow account you are using for your ServiceNow providerplugin affect what you can see and do in the ServiceNow tile.
We recommend using a service account, which means you create an account specifically to use with the ServiceNow providerplugin. You have different options for setting up this service account:
ServiceNow permissions assignment with roles Give the ServiceNow account the ITIL and rest_api_explorer roles.
ServiceNow permissions assignment with ACLs, in place of roles If you don't want to use the ITIL role (for licensing or security reasons) give the ServiceNow account only the rest_api_explorer role and use ACLs to give the account more rights. This will limit the functionality of the ServiceNow tile.Using accounts without the ITIL role may cause data streams to error.
When you are using an account without the roles specified in this article, then the functionality of the ServiceNow tileplugin is limited:.
You'll see an error if you used a scope for your tile
In the View dropdown, only the non-admin default view is available (contains a default set of columns)
Under Filter, default filters are not available, only user-created ones are visible
You can grant the specific permissions required more granularly by creating a custom role and assigning the specific ACLs or assigning the ACLs themselves directly to a user account:
ACLs can be added in two ways:
Adding them directly to a user account, meaning you are adding the ACLs to the service account you are using for the ServiceNow providerplugin.
Adding them to a role. We recommend that you create a new role specifically just for adding the ACLs to it. Then you need to assign the role to the service account you are using for the ServiceNow providerplugin. A benefit of adding the ACLs to a role is that it makes them easier to manage and you can assign the role to different users (in this case, service accounts) if you want to use different service accounts for different instances of the ServiceNow providersplugin.
You need to add the following ACLs:
sys_filter
sys_dictionary.*
sys_dictionary
sys_db_object
sys_ui_list
sys_db_object.*
sys_ui_list.*
What tile functions do those ACLs add when I use a non-admin ServiceNow account?
The tile can be scoped
Under Filter, all default filters are visible
The ACLs don't affect the views. The View dropdown still shows only the non-admin default view. You need to use an admin Service account to see all the views.
Tip: If you experience any problems with scoping tiles, you'll find FAQs and help in the article How to scope tiles.
List
List allows you to select one or more objects or groups.
You can add multiple objects and groups. To remove an object or group click the x to the right of its name.
Tip: Start typing and after two characters you'll see suggestions that match the name appear.
By default searching will look for the top 10 items containing the words listed in the search. If you wish to create a more specific search you will need to use wildcards (*).
If you place a wildcard after the term you are looking for, it will find all the objects which start with that word searched and any terms that may follow. If you place a wildcard at the start of the search term, it will look for objects that contain the searched word and also have terms before that word.
If you enclose your searched term in wildcards it will look for objects which contain the searched word, this object will not begin or end with the term searched.
Group
Group allows you to select members of a specific group. Only one group can be selected.
Advanced
Advanced allows you to select a group, class or both. You must at least define either a group or class. You can define both. You can also use criteria to narrow down your selection.
Group:
Same as the group option above.
Class:
Class equates to the target class within SCOM. As you type the dropdown will be populated with suggestions of matching classes from SCOM, from which you can select the required class.
Criteria:
Criteria allows you to create an expression to further refine the scope.
Objects you would like to see
Criteria
Objects with particular text in their name
DisplayName like '%Server1%'
Objects starting with a particular string
DisplayName like 'test%'
All objects in maintenance mode
InMaintenanceMode = 'TRUE'
Only healthy objects
HealthState = 1
Objects with a health state in SCOM of 0, an unknown health state (uninitialized), a gray health state icon with a question mark.
HealthState = 0
Objects that are not healthy
HealthState != 1
Objects in critical state
HealthState = 3
Objects in critical or warning state
HealthState = 2 or HealthState = 3
To show all gray uninitialised objects
HealthState = 0 OR HealthState IS NULL
All objects not in maintenance mode
InMaintenanceMode != 'TRUE'
Objects where the parent agent is offline
IsAvailable='false'
Objects that are offline, in maintenance or state unknown
IsAvailable='false' OR InMaintenanceMode=1 OR HealthState=0
Computers with a particular OS
OSVersion = '6.3.9600'
List objects by name and filter by HealthState
(Name like '%Server3%' OR Name like '%Server4%' OR Name like '%Server2%') AND HealthState=3
List objects by SCOM Id and filter by HealthState
Id IN ('7021174b-9e5d-5fbf-878a-42b9f0bf6f4a', '9bd4a1cc-f07a-0e36-b37d-d9ee974e0f3c') AND HealthState=3
Exclude object from the Group specified
DisplayName not like '%server3%'
Exclude objects from the Group specified
(DisplayName NOT LIKE '%server3%') AND (DisplayName NOT LIKE '%server4%')
Note: If you never used a perspective, you should read Working with perspectives before scoping tiles on perspectives.
The power of perspectives is that tiles on a perspective can use a dynamic scope. A dynamic scope considers the currently viewed object. A dynamic scope consists of two different states:
the configuration of the scope in the tile (for example, "consider child objects of type logical disk for the currently viewed object")
the actual resolved scope that depends on which object you are currently viewing ("this object has 5 child objects of type logical disk")
After configuring the dynamic scope once in the tile, you'll get different results depending how the scope is resolved on the different objects you are viewing.
Suggestions
Suggestions are generated based on the object you are currently viewing. You'll see a list of relevant scope options based on the object's relations to other objects. Suggestions don't cover every possible scope, but they are a quick and easy way to select a suitable scope for your tile.
Note: Suggestions won't be shown if an object has no children, parents or siblings.
Tip: If the exact scope you want isn't listed in the suggestions, you can select a suggested scope that is similar to the one you want, and then click on custom. The custom section will now automatically be filled with the suggestion you picked and you can edit the scope here to adjust it exactly to your needs. This is a more intuitive way to pick a scope than starting in the custom section and navigating the SCOM object model for classes and groups.
Double-check the scope when using suggestions: Using suggestions is an easy way to pick a scope, but you need to make sure that the generated suggestion is appropriate for all objects that use the perspective. For example, when you pick a suggestion for an EA, you will get suggestions that are specific to the map, dependencies, and availability tests for this one EA. On perspectives you want to use for all EAs, you have to change the scope suggestion in the custom section so that the tile work for all EAs.
You can pick between "this object" and objects that are related to this object as parents, children or siblings. The suggestions for children are written as paths that follow the SCOM object tree structure, parents and siblings can be identified by the word parent or sibling in the suggestion.
A parent of an object is any object that hosts or contains that object. A child of an object is any object that this object hosts or contains. A sibling of an object is any object of the same class that is hosted by the same parent.
This object
The dynamic scope will be resolved to the object currently viewed.
This / child / child / class of object
The dynamic scope will be resolved to children of the object currently viewed.
You select objects of a particular class that are contained in path. The class of the objects you are selecting is stated at the end of the path.
This / *
The dynamic scope will be resolved to children of the object currently viewed.
If a path ends with a wildcard (*) it means that you select all objects of any class within the path.
Example: This / IIS Web Server / * selects all objects of any class in the level below This / IIS Web Server.
This / child / ... / class of object
The dynamic scope will be resolved to children of the object currently viewed.
If a path contains an ellipsis (...) it means that you select objects of a particular class that are contained in all of the objects that are contained in the path preceding the ellipsis. The class of the objects you are selecting is stated at the end of the path.
Example:
This / Sales App Map / ... / Windows Computer selects all objects of the class Windows Computer in the This / Sales App Map path.
Parent class of object
The dynamic scope will be resolved to parents of the object currently viewed.
Sibling class of object
The dynamic scope will be resolved to siblings of the object currently viewed.
Show more triangle next to a suggestion
You can click the show more triangle to expand the list of suggestions and see more specific paths.
Enterprise Applications are designed so that you can map out the servers that make up the application. You can then configure tiles to show information related to just the servers on the EA's map. When you create a perspective that will be used for all EAs, you need to make sure that you scope the tiles so that they work for any EA. When you start with a suggestion, the tile's scope only works for the one EA you're currently looking at, and this is why you need to edit the scope:
For an EA you want to scope to the servers that are specified on the EA map by selecting something from the suggestions (SquaredUp DS 4.2 and above) that shows something similar to the following: This /<YourApplicationName> Map / ... / Windows Computer The above will scope the tile to all the objects of class Windows Computer on this EAs map. The screenshot below shows some scope suggestions for an application called FinanceXS. The bold text shows the currently selected scope is This object. The cursor shows the option This / FinanceXS / ... / Windows Computer. Once chosen this scope will show all the Windows computers shown on the applications map.
Next, we need to adjust the specified scope to allow it to work for all EAs, rather than just this one.
In the scope section click custom.
Click on the text <YourApplicationName> Map (children) which is your first scope step. This will expand the scope step so you can edit it.
Remove the auto-populated class <YourApplicationName> Map by clicking the cross x next to it.
Start typing Enterprise Application - Map and select this from the list to add this class. This is so that this tile scope will work for all EAs, rather than just this one EA.
The scope is now configured to show all the Windows computers on the EA's map, whichever EA you happen to be viewing with the perspective.
If you are looking at an EA, the path to find all windows computers in that EA may read Map / ... / Windows Computer. It returns all objects of the Windows Computer class contained within all of the paths under Map.
To narrow the scope down, you can click on the triangle to expand the suggestion and select one of the more specific paths. If you select Map / Web / Windows Computer you will find all objects of the Windows Computer class in the path Map / Web.
If you choose the option Map / * you'll find all objects contained in the map. If you extend this suggestion by clicking on the triangle, you'll see suggestions to select all objects in a more specific path, for example Map / Web / *.
Custom
Here you can pick objects that are related to the object you are currently looking at. If you want to create a specific scope that is not listed under suggestions, you can create the scope here.
Tip: You can pick a similar scope under suggestions first and then click on custom to edit it.
At the top, you'll see the name of the object you are currently looking at. Now you can choose if you want to pick parents or children of that object, and if this parent or child relation should be considered only one level up or down the SCOM model or through all levels.
Class: Here you pick the class of the objects you want to select. If you leave this field empty, the scope falls back to the "this object" scope. Note: You will only see groups and classes that the object you are currently looking at is a member of. Tip: If you want to pick objects of any class, enter the SCOM base class logical entity in the class field. Tip: If you want to find out what classes the object you are interested in belongs to, you can go to the Monitored Entity perspective of that object. You'll see all the classes the object belongs to listed there.
Criteria: You can narrow the selection of objects of a particular class down further by entering criteria for those objects. For more help see How to use criteria when scoping objects. Tip: If you want to find out what properties you can base your criteria on, you can go to the Monitored Entity perspective of the object you are interested in. You'll see all the properties for criteria listed there.
.
For example, for a perspective created for the group IIS8 Computer Group adding a Status tile scoped to show children with a class of object will show the group members, i.e. the members of the IIS8 Computer Group.
If you need to traverse a more advanced SCOM object model like an EA, you can use the + button to add more steps. This creates a scope that can go through any kind of path of the SCOM object model.
Complete the following steps and then click the + button after you're done to add the next level of SCOM objects:
At the top, you'll see the name of the object you are currently looking at. Now you can choose if you want to pick parents or children of that object, and if this parent or child relation should be considered only one level up or down the SCOM model or through all levels.
Class: Here you pick the class of the objects you want to select. If you leave this field empty, the scope falls back to the "this object" scope. Note: You will only see groups and classes that the object you are currently looking at is a member of. Tip: If you want to pick objects of any class, enter the SCOM base class logical entity in the class field. Tip: If you want to find out what classes the object you are interested in belongs to, you can go to the Monitored Entity perspective of that object. You'll see all the classes the object belongs to listed there.
Criteria: You can narrow the selection of objects of a particular class down further by entering criteria for those objects. For more help see How to use criteria when scoping objects. Tip: If you want to find out what properties you can base your criteria on, you can go to the Monitored Entity perspective of the object you are interested in. You'll see all the properties for criteria listed there.
.
Other specific objects
Gives you the normal, non-dynamic scope options you are used to when scoping tiles on dashboards. This means the tile will not dynamically adapt it's content to the currently viewed object, it will always show data for the static object picked here.
Since the power of perspectives is that their tiles can show data for different objects depending on what object is currently being viewed, you should only select this option when you are sure that there is no relationship between the desired scope and the currently viewed object.
Provider: Select your ServiceNow provider from the select provider drop-down and click next.
You can only use providers of the same type as the tile. Providers of other types won't be shown in the select provider drop-down.
Note: If you click on add new, you can create a new ServiceNow provider in a new tab. Click on reload after you created the new provider to be able to choose it from the drop-down.
Table:
Table: Here you can choose if you want to get incidents or change requests (for any other data, you can't use the ServiceNow tile and need to use the Web API tiles, see How to use the Web API tile with ServiceNow). View: Here you choose the view that determines the set of columns which will be displayed. Views are created in ServiceNow and the list of views is populated from there.
To allow the ServiceNow views to be pulled into the ServiceNow Grid visualization the ServiceNow account must also have the 'admin' role in ServiceNow.
It depends on the ServiceNow account you are using for a provider if you can see all the available views or only the non-admin default view in the View dropdown.
How the ServiceNow account affects the ServiceNow tile The permissions of the ServiceNow account you are using for your ServiceNow providerplugin affect what you can see and do in the ServiceNow tile.
We recommend using a service account, which means you create an account specifically to use with the ServiceNow providerplugin. You have different options for setting up this service account:
ServiceNow permissions assignment with roles Give the ServiceNow account the ITIL and rest_api_explorer roles.
ServiceNow permissions assignment with ACLs, in place of roles If you don't want to use the ITIL role (for licensing or security reasons) give the ServiceNow account only the rest_api_explorer role and use ACLs to give the account more rights. This will limit the functionality of the ServiceNow tile.Using accounts without the ITIL role may cause data streams to error.
When you are using an account without the roles specified in this article, then the functionality of the ServiceNow tileplugin is limited:.
You'll see an error if you used a scope for your tile
In the View dropdown, only the non-admin default view is available (contains a default set of columns)
Under Filter, default filters are not available, only user-created ones are visible
You can grant the specific permissions required more granularly by creating a custom role and assigning the specific ACLs or assigning the ACLs themselves directly to a user account:
ACLs can be added in two ways:
Adding them directly to a user account, meaning you are adding the ACLs to the service account you are using for the ServiceNow providerplugin.
Adding them to a role. We recommend that you create a new role specifically just for adding the ACLs to it. Then you need to assign the role to the service account you are using for the ServiceNow providerplugin. A benefit of adding the ACLs to a role is that it makes them easier to manage and you can assign the role to different users (in this case, service accounts) if you want to use different service accounts for different instances of the ServiceNow providersplugin.
You need to add the following ACLs:
sys_filter
sys_dictionary.*
sys_dictionary
sys_db_object
sys_ui_list
sys_db_object.*
sys_ui_list.*
What tile functions do those ACLs add when I use a non-admin ServiceNow account?
The tile can be scoped
Under Filter, all default filters are visible
The ACLs don't affect the views. The View dropdown still shows only the non-admin default view. You need to use an admin Service account to see all the views.
Filter: Here you choose a filter to restrict the query to certain items. You'll see default filters from ServiceNow and filters that have been created by users in ServiceNow.
It depends on the ServiceNow account you are using for a provider if you can see the default filters.
How the ServiceNow account affects the ServiceNow tile The permissions of the ServiceNow account you are using for your ServiceNow providerplugin affect what you can see and do in the ServiceNow tile.
We recommend using a service account, which means you create an account specifically to use with the ServiceNow providerplugin. You have different options for setting up this service account:
ServiceNow permissions assignment with roles Give the ServiceNow account the ITIL and rest_api_explorer roles.
ServiceNow permissions assignment with ACLs, in place of roles If you don't want to use the ITIL role (for licensing or security reasons) give the ServiceNow account only the rest_api_explorer role and use ACLs to give the account more rights. This will limit the functionality of the ServiceNow tile.Using accounts without the ITIL role may cause data streams to error.
When you are using an account without the roles specified in this article, then the functionality of the ServiceNow tileplugin is limited:.
You'll see an error if you used a scope for your tile
In the View dropdown, only the non-admin default view is available (contains a default set of columns)
Under Filter, default filters are not available, only user-created ones are visible
You can grant the specific permissions required more granularly by creating a custom role and assigning the specific ACLs or assigning the ACLs themselves directly to a user account:
ACLs can be added in two ways:
Adding them directly to a user account, meaning you are adding the ACLs to the service account you are using for the ServiceNow providerplugin.
Adding them to a role. We recommend that you create a new role specifically just for adding the ACLs to it. Then you need to assign the role to the service account you are using for the ServiceNow providerplugin. A benefit of adding the ACLs to a role is that it makes them easier to manage and you can assign the role to different users (in this case, service accounts) if you want to use different service accounts for different instances of the ServiceNow providersplugin.
You need to add the following ACLs:
sys_filter
sys_dictionary.*
sys_dictionary
sys_db_object
sys_ui_list
sys_db_object.*
sys_ui_list.*
What tile functions do those ACLs add when I use a non-admin ServiceNow account?
The tile can be scoped
Under Filter, all default filters are visible
The ACLs don't affect the views. The View dropdown still shows only the non-admin default view. You need to use an admin Service account to see all the views.
Configure the settings for the visualization you chose:
Scalar
Font size
Allows you to set the font size of the value in the tile.
Alignment
Select the scalar text alignment. Choose from left, center or right.
Unit
Allows you to add a unit to the value displayed in the Scalar tile. For example, if your value shows a time in milliseconds, you can enter "ms" or if your value shows pageviews, you can enter "pageviews".
Value formatter
Allows you to format the value by using the mustache picker. For example, you can round the value up or down or convert it.
Color
Conditional formatting:
You can display the data in different colors based on values you define here. For example, you can display the data in green when the value is below 100 and in red when it is above 100.
Click on add to configure a condition.
Click on select color.... to open the color picker. Select the color for this condition.
Enter your condition in the field next to the color. You can use the value property and manipulate it with JavaScript String and Regex APIs. When you click on the mustache picker, you'll get some examples:
Value is greater than something, less than something, etc. For example: {{value < 10}} (The color you pick will be used if the value is less than 10)
Value is present in the result (scalar tiles only) For example: value.IndexOf('error') != -1 (The color you pick will be used if the string value "error" is present in the results)
Value matches one of the regular expressions you defined (scalar tiles only) For example: value.match(/healthy|good|up/) (The color you picked will be used if the string values are healthy, good, or up)
Display:
Here you decide how the color is used:
Tile background
Highlight the tile in the color you defined.
Text foreground
Display the text in the color you defined.
Link options
Allows you to turn the graph item(s) into links. You can either enter plain text to create a fixed link (URL always stays the same) or use dynamic properties to create a dynamic link.
Dynamic links make use of dynamic properties which are inserted as part of the URL. This creates a template URL that will be resolved to an actual URL based on the items properties.
For example, if you want to link to tickets in your ticket system and the format of the URL for tickets in your system is https://www.my-system/ticket-123, where 123 is the ticket ID, you can use the dynamic property that contains the ticket ID and enter the dynamic URL https://www.my-system/ticket-{{ticketID}}.
For scalars, you can only use the dynamic property value in dynamic links, which means the link changes when the value of the scalar changes. Since a scalar is just one item, it would also make sense to use a fixed link, for example the link to the website of which you are displaying the response time.
For status icon or bars and the rows of a grid, you usually want to use a dynamic link since you get multiple items or rows that represent different things. You can use any of the dynamic properties the mustache picker offers you.
Dynamic mustache properties and values you need to change according to your instance are highlighted in bold.
Displays the donut scaled to the height of the tile.
Fill
Enlarges the donut to use the whole width of the tile. If you chose the fill option and show the legend, you can define the size of the legend with a slider.
Show legend:
Allows you to show or hide the legend of the graph.
Display mode:
Allows you to switch between displaying absolute values or percentages.
Display
Limit:
Allows you to change the limit for the number of rows of data returned (default is 20).
Sort by:
Allows you to sort the data by a column in ascending or descending order. The Sort option uses the many incident fields, and you can sort by one of them even if that field is not currently displayed in your results table. To make this more clear you may like to reference this in the tile title, for example Incidents, sorted by priority.
Click done to save the tile.
The tile now shows data according to your settings.
If you are unable to see your provider in the list check that it is a servicenow provider. Any other types of providers will not be shown in the dropdown.
The ServiceNow tile can only show Incidents or Change Requests. If you wish to query other tables use the Web API tile to query the ServiceNow API instead of the ServiceNow tile (see How to use the Web API tile with ServiceNow).