Nagios to Service-Now ticket integration alpha

I finally found some time to actually punch out some code for the Nagios - Service-Now integration script despite completing the design months ago. I was going to hold off on sharing it with everyone until after I had it at more of a beta stage but I’ve decided I would rather let people have a play with it a little earlier so that I know if I am heading in the correct direction and if there are any glaring omissions that should be fixed.

There’s at least one person reading this going “It just raises tickets, how complex could it possibly be”. Well, yes and no, I’ve decided I wanted the integration script to be as flexible as both Service-Now and Nagios so that it could interact with more than the incidents page. I’m adding features that will track tickets to prevent spam, it will also auto-open and auto-close tickets as required.

I want it to be able to generate field maps from Service-Now pages so that much of the heavy lifting is done for you and configuration is easier. I’ve added special field-map translation characters that allow you to specify the variables to use, you can also perform mathematical evaluation and even inject sys-id’s of objects on other service-now pages.

But many of these are hopes and dreams, so what does it do right now:

  • Uses a field-map file to translate input into any page in service-now

  • In the field-map file you can specify static-fields, script arguments, Equations to evaluate and retrieve sys-id’s of other service-now objects.

  • Ticket track allows you to update an existing ticket instead of creating a new one, when an open ticket already exists. Currently it does not clean up after itself, so there’s still a lot of work to do here.

  • Ticket track currently requires a MySQL database, though a flat file alternative is planned.

You can find instructions for usage and the download over here:

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