Prerequisites

Disclaimer – The LDO ServiceNow plugin was developed and tested in a clean and empty ServiceNow Instance. Any modifications or updates made by ServiceNow to their platform may impact the functionality of the LDO ServiceNow plugin.

Import and Install Lenovo XML File in ServiceNow 

1. It is mandatory to have an administrative account in ServiceNow application.
   
2. LDO Device Insights is currently referred to as LDI in the ServiceNow plugin.
   

1. Sign in to the ServiceNow dashboard. 
   
   
   
2. Enter Update in the search box. The System Update Sets menu appears.
3. Click Retrieved Update Sets. In the Related Links, Import Update Set from XML link appears.
   
   
   
   
   
4. Click Import Update Set from XML.
   
   
   
5. Click Choose file, then click Upload. Once the file is imported, the LDI application will appear in the list.
   
   
   
   
   
6. Click LDI. The LDI record is displayed in the ServiceNow application. 
   
   
   
   
   
1. Note: You can update, delete, or get a preview of the LDI update sets.
   
   
7. Click Preview Update Set.
1. Note: The preview fails if there are errors during import of LDI XML file.
   
   
   
   
   
8. To resolve the errors, select all errors in the tab, click Update Set Preview Problems.
   
   
   
   
   
9. Select Accept remote update.
   
   
   
   
   
10. Click Commit. The update set is successfully commited.
    

Authenticate LDO API Credentials in ServiceNow

1. In the search box, enter LDI Config. The LDI Config tab appears.
   
   
   
   
   
2. Click LDI Config. The Properties page appears. On this page, enter the LDI API credentials to establish a connection between ServiceNow and the LDI platform.
   
   
   
3. Enter the LDO API Client ID.  
   

To generate LDI API credetials, refer to Get API Credentials.

Synchronize Assets in ServiceNow and LDI 

1. Log in to ServiceNow instance. 
2. In the search box, enter computer. The Computer tab appears in the navigation menu.
   
   
   
   
   
3. Click Computer in the navigation menu. The list of Assets appears in the pane.
   
   
   
   
   
4. Click the Settings icon. The Personalize List Columns window appears.
   
   
   

The checkboxes shown in the screenshot are marked by default.

1. Name of the Asset. For example, EPUAKYIW0FCA
2. Model ID of the Asset – HP EliteBook 850G7 Notebook
3. Serial Number of the Asset – 5CG1092
1. You can search an asset by the Name, Model ID, or Serial Number. Choose assets you want to synchronize by using filters. 
2. Important Note: Do not apply a filter if you want to synchronize all.
4. Mark the checkboxes to select assets(s) that you want to synchronize with theLDO platform.
   
   
   
   
   
5. Right-click the Export tab. A side menu appears. In the context menu, choose Export → CSV. 
   
   
   
   
   
6. Select the file format to export. For example, CSV.
   
   
   
   
   
7. Click Download. The file is downloaded on the device.
   

Mandatory Requirements for LDI CSV Format 

1. Only underscore (_) and dash (-) symbols are allowed.
2. To upgrade DEVICE NAME automatically, MACHINE TYPE must be model_id, and SERIAL NUMBER must be equal to serial_number.
   

Update Asset Information from ServiceNow to LDI Account 

1. Log in to LDO account.
2. Click Device Management > Devices in the navigation menu. The Devices pane appears.
3. Click More. The drop-down window appears.
4. Click Import Device Changes. 
   
   
   
   
   
5. Select the file. For example, the CSV file of Assets exported from ServiceNow.
6. Click Verify. The file is verified.
   
   
   
   
   
7. Click Yes. The device information is updated in LDI, and a confirmation email is sent to your registered email address. ServiceNow retrieves data for the specified device(s) and displays it in the Plugin tab. The LDI ServiceNow plugin is now set up.
   
   
   
   

Integrate ServiceNow into LDO

This feature enables the system to automatically raise a ticket and assign it to the LDO Support team when an incident occurs. It includes tasks such as configuring the connection to the ServiceNow portal and creating rules that involve sensor management, among others.

Communication between the servicenow-integration-service and the ServiceNow API uses Basic Authentication. As a result, ServiceNow user credentials are stored in the servicenow-integration-service database and are provided with each API call.

Alternatively, a more secure mechanism—OAuth authentication—can be used. In this case, a time-limited token is obtained from the OAuth API using credentials and is then used in subsequent API calls.

Follow this procedure to support the OAuth authentication:

1. Log in to the ServiceNow portal.
2. Fill-in Instance URL.
3. Enter the values for these fields:
1. User ID or Admin Credentials
2. Password
3. Client ID
4. Client Secret
1. The Organization Admin must create a user in ServiceNow for User ID and Password and a client for Client ID and Client Secret.
2. The roles must be specified: Admin, Asset, App_service_user, etc. With this set of roles, there is an issue with setting high impact and urgency through the API. When High is requested, Medium is set in the incident.
   
   
4. Click Connect to ServiceNow. All the filled-in credentials are stores in the database afterward. This way it’s possible to receive tokens whenever it’s needed.
   

1. You must have an LDO Organization Admin access privileges to configure and create a rule.
   
2. This option requires saving user and password, but this user can be controlled at ServiceNow side.
   

1. Log in to LDO portal.
2. Select Device Insights / ServiceNow Incident Rules. The SNOW Incident Rules page appears.
   
   
   
   
   
3. Click the Connect button. The Connect to ServiceNow page appears.
   
   
   
   
   
4. In the Instance Credentials section, enter the ServiceNow Instance URL, ServiceNow User ID, and ServiceNow Password.
5. In the Client Details section, enter the ServiceNow Client ID and ServiceNow Client Secret.
1. All fields are mandatory.
   
   
   
   
   
6. Click Connect. 
   

Create a ServiceNow Incident Rule

You need to configure ServiceNow in LDO before creating an incident rule. Refer to Integrate ServiceNow Into LDO  for more details. 

The following table displays the fields in the SNOW Incident Rules page:

You can also click the   toggle button on top of the page to display all the active rules for the ServiceNow devices.

1. In the SNOW Incident Rules page, click the  icon. The New Rules page appears.
2. Enter the name you want to give to a new rule.
3. Select the conditions from the dropdowns. 
   
   
   
4. Enter the device name or label to which the new rule is applicable.
   
5. Click Save Rules.    
   

Handle an Incident in ServiceNow

 

When you create an incident, the details are updated in the LDI Diagnostics tab. You can see this tab at the bottom of page. This tab helps you to take appropriate actions.