ControlUp Now Has Native ServiceNow Integration!

Accounting for more than half of the market, ServiceNow is the undisputed leading IT Service Management (ITSM) tool. ServiceNow allows companies to streamline their IT helpdesk operation and enables their users to deliver scalable services, increase their productivity, and create an exceptional helpdesk workflow experience. However, managing helpdesk tickets is only a tool to help document and monitor the reported issues and problems. The more challenging problem is identifying the problem on devices that necessitate the ticket opening so the helpdesk is aware of and can address them; this is where ControlUp Edge DX excels. When using a powerful remediation tool like Edge DX, which can perform self-healing by automatically detecting and remediating issues, the problems may never be documented and tracked, which makes it challenging to track ongoing and persistent issues.

With this in mind, ControlUp is excited and proud to announce that ServiceNow and Edge DX have been integrated; Edge DX can automatically open a ServiceNow ticket once an issue has been detected. Then, once the problem is corrected, the ticket will be automatically closed!

Seamless Integration with ServiceNow

Anyone in a support position knows that helpdesks are driven by their ticketing system. Because of this, a widget tracks ServiceNow tickets in the front and center of Edge DX’s home dashboard.

Figure 1 – ControlUp Edge DX Main Dashboard with ServiceNow Incident data

This reports the number of opened and resolved ServiceNow incidents. 

Clicking Open in the widget will open your ServiceNow dashboard; from here, a technician can see the issues and select a call to work on.

Figure 2 – ServiceNow Incidents view showing Edge DX generated tickets

When a ticket is opened by Edge DX, the top of the ticket will have pertinent information about the device for which the ticket was opened. The ticket’s activity section contains information about why the ticket was opened (e.g., high CPU usage, network latency issues, application or OS crashes, etc.).

Seamless Integration from ServiceNow

Not only do you have hot links to ServiceNow tickets from Edge DX, but you also have hotlinks back to Edge DX directly from the ServiceNow ticket!

Once the helpdesk professional has reviewed the call details, they can go to the device’s Edge DX homepage via a link at the bottom of the page.

Figure 3 – ServiceNow Incident details showing link to Edge DX

From the device’s dashboard, the technician can investigate the problem (the device below has an unusually long network latency).

Figure 4 – Edge DX Device Details screen showing Incidents tab

Astute readers will notice that there is now an Incidents tab on the device’s homepage.

See all the Tickets Associated with a Device

A list of ServiceNow tickets associated with the device will be displayed when this tab is clicked.

Figure 5 – Edge DX Device Details Incidents tab view

This is used to see the open tickets for that device; this can help direct the investigation. Clicking the ticket number will open the ServiceNow dashboard for that ticket.

ServiceNow Edge DX Overview Dashboard

Companies that use ServiceNow as their starting point for ticket prioritization and dispersal can use the ServiceNow Edge DX Overview dashboard to view the number of open and resolved tickets.

Figure 6 – ServiceNow Edge DX Overview Dashboard

Links on the page will bring up a detailed list of tickets.

Figure 7 – ServiceNow Edge DX open Incidents page

No Hassle Integration

Many integrations for automatic ticket opening are overly complicated, which makes them seldom used. This is not the case with Edge DX. Setting up the mechanism in Edge DX to open a ServiceNow ticket takes only a few clicks, and Edge DX leverages its powerful alerting mechanism to open ServiceNow tickets automatically.

One quick way to create an alert is to select the Create Alert (bell) icon in the widget of the value that you want to use to create a ServiceNow ticket.

Figure 8 – Creating an alert in Edge DX

A checkbox to create a ticket is at the bottom of the alert page under ServiceNow. Once clicked, it will specify the attributes (e.g., ticket type, impact, etc.) you want for the ticket. It will also let you set an auto-resolve interval for the ticket. This is extremely helpful if you run an action in conjunction with the alert that will perform a self-healing action on it.

Figure 9 – Specifying that a ServiceNow ticket should be created with alert

Easy to Install

The ease of use between ServiceNow and ControlUp Edge DX extends to setting up the integration, which you can find in the ServiceNow store. 

Screenshot of ControlUp ITSM Connector in ServiceNow Store
Figure 10 – ControlUp ITSM Connector in ServiceNow Store

Once the connector has been installed, you only need to complete a few more steps in ServiceNow to configure it. The integration page has written instructions to help you with this, and we have created a video to assist you in this task.

Once the integration has been installed and configured, you only need to fill in a few values in Edge DX to integrate the two. For more details in how to set up the ControlUp IT Service Management Connector, refer to our documentation.

The Synergy of ServiceNow and ControlUp

Combining the power of Edge DX (ControlUp’s physical endpoint monitoring, management, and remediation solution) and ServiceNow’s award-winning ticket management platform gives companies a powerful new tool for recognizing issues and alerting the helpdesk on their ServiceNow dashboards of that problem. When self-healing takes place, it will be documented in ServiceNow.

If you are unfamiliar with Edge DX, you can visit this web page for more information and start a free trial or book a demo to see how it is used to monitor and remediate issues on physical endpoint devices and apps.

About the author

Tom Fenton

Tom Fenton is a Technical Marketing manager here at ControlUp (in addition to an all-around great guy). He’s THE subject matter expert for Edge DX, our physical endpoint monitoring solution, as well as an expert in all things VMware (FACT: he used to work at VMware, teaching their employees about their technology). He creates valuable, educational content for the ControlUp blog, leads deep-dive webinars, and educates our sales teams and other IT professionals with tips and tricks about how to use ControlUp solutions. In his spare time, he writes for and Virtualization Review magazine, and enjoys outdoor sports in the Pacific Northwest. Connect with him on Twitter @vDoppler.