ServiceNow Integration with Oracle Cloud

In this article we will see how we can integrate Service Now with Oracle cloud Alarms to create incidents using OCI(Oracle Cloud Infrastructure) functions

You can integrate OCI alarms with servicenow using username and password by following this doc

If you want to use OAuth based authentication for integrating ServiceNow with OCI alarms then you can use serverless functions for such use-case. Please refer the servicenow support doc on how to create OAuth client if you are not familiar with the steps.

1. Store the client_id, client_secret and refresh_token in the OCI Vault.
2. Create the function with the below code as an example .Set the function configuration snow_url, snow_client_id, snow_client_secret and snow_refresh_token .

import io
import oci
import base64

import sys
import requests
import json
import logging


# Usage : function to fetch secret from OCI vault
def read_secret_value(secret_id):
    signer = oci.auth.signers.get_resource_principals_signer()
    secret_client = oci.secrets.SecretsClient({}, signer = signer)

    response_secret = secret_client.get_secret_bundle(secret_id)


    base64_Secret_content = response_secret.data.secret_bundle_content.content
    base64_secret_bytes = base64_Secret_content.encode('ascii')
    base64_message_bytes = base64.b64decode(base64_secret_bytes)
    secret_content = base64_message_bytes.decode('ascii')

    return secret_content

# Usage: function to obtain a new OAuth 2.0 access token
def get_new_token(snow_url,client_id,client_secret,refresh_token):

    auth_server_url = f'{snow_url}/oauth_token.do'
    client_id = read_secret_value(client_id)
    client_secret = read_secret_value(client_secret)
    refresh_token = read_secret_value(refresh_token)
    headers = {
        'Content-Type': 'application/x-www-form-urlencoded'
    }

    token_payload = {'grant_type': 'refresh_token','refresh_token': refresh_token,'client_id' : client_id,'client_secret' : client_secret}
    try:
        token_response = requests.post(auth_server_url, headers=headers, data=token_payload ,allow_redirects=False)
    except Exception as auth_exception:
        print(auth_exception)

    if token_response.status_code !=200:
        print("Failed to obtain token from the OAuth 2.0 server")
        sys.exit(1)

    print("Successfully obtained a new token")
    tokens = json.loads(token_response.text)
    access_token = tokens['access_token']
    return f'Bearer {access_token}'

def servicenow_severity(severity):
        if severity == "CRITICAL":
            return "1"
        elif severity == "WARNING":
            return "2"
        elif severity == "ERROR":
            return "3"
        elif severity == "INFO":
            return "4"


def handler(ctx, data: io.BytesIO = None):
    cfg = dict(ctx.Config())

    #fetch details from function config
    snow_url = cfg['snow_url']
    client_id = cfg['snow_client_id']
    client_secret = cfg['snow_client_secret']
    refresh_token = cfg['snow_refresh_token']

    try:
        body = json.loads(data.getvalue())
        oci_severity = body.get("severity")
        snow_severity=servicenow_severity(oci_severity)
        snow_short_desc = body.get("title")
        snow_desc = body.get("body")
        alarm_type = body.get("type")
        snow_comments = body["alarmMetaData"][0]["dimensions"][0]["resourceDisplayName"]

        snow_message_json = {
            "urgency" : snow_severity,
            "impact" : snow_severity,
            "short_description": snow_short_desc,
            "description": snow_desc,
            "caller_id" : "OCI",
            "comments": f'Incident created for resource {snow_comments}',
            "assignment_group": "Operations"
        }

        access_token = get_new_token(snow_url,client_id,client_secret,refresh_token)

        snow_incident_url = f'{snow_url}/api/now/table/incident'
        headers = {
            'Authorization' : access_token
        }
        if alarm_type in ["OK_TO_FIRING"]:
            response_incident = requests.post(snow_incident_url, headers=headers, json=snow_message_json)
            logging.getLogger().info("Response Code: " + str(response_incident.status_code))
        else:
            print("Alarm type is not OK_TO_FIRING")
    except (Exception, ValueError) as ex:
        print(ex)

3. Create and deploy function using Cloudshell

4.Once the function is deployed you can setup the notification topic with function as subscription.

5. Create alarms for your use-case and set the previously created notification topic as the destination.

Once the alarm is triggered you would be able to see the incident created in ServiceNow. Enable function logs if needed for troubleshooting.

Tip: Create split notification if you are using the alarm for multiple metric stream so alarms are triggered for individual resource.