Splunk® Supported Add-ons

Splunk Add-on for ServiceNow

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Upgrade the Splunk Add-on for ServiceNow

To upgrade to the latest version of the Splunk Add-on for ServiceNow:

  1. In Splunk Web, navigate to the Splunk Add-on For ServiceNow
  2. Disable the inputs configured in your existing version of the Splunk Add-on For ServiceNow.
  3. Upgrade the add-on to its latest version either by clicking the Upgrade button, or by following the installation steps in the Install topic of this manual.
  4. In Splunk Web, navigate to the Splunk Add-on For ServiceNow.
  5. On the Splunk Add-on For ServiceNow configuration page, navigate to the ServiceNow Account tab, by clicking Configuration > ServiceNow Account.
    1. Reconfigure your ServiceNow account. Select one of the following authentication mechanisms:
      • Set up basic authentication using Splunk Web
      • Set up OAuth authentication using Splunk Web
      See the Set up the Splunk Add-on for ServiceNow topic in this manual for more information.
    2. Click Update.
  6. (Optional) If you are upgrading from version 3.0.0 or earlier, perform the following steps execute the below steps:
    1. In Splunk Web, navigate to Splunk Add-on For ServiceNow > Inputs. The Inputs page contains a list of inputs that were configured before the upgrade. The Table to collect data from field contains the values for all 23 table names. At first, all preconfigured inputs have a warning symbol in the Account column that indicates a Missing Account configuration.
    2. Reconfigure each input:
      1. Select the correct ServiceNow account.
      2. (Optional) Edit the Interval field if required.
      3. Click Save.
  7. Enable the reconfigured inputs.


Edit the display values for the ServiceNow API

In version 3.0.0 and later, the value of display_value is changed to all by default in Splunk Add-on for ServiceNow. To revert to the previous behavior of collecting the display values using lookups and not directly from the API, follow the below steps:

  1. Enable the saved searches to generate the mapping lookups.
  2. On your data collection node, open or create $SPLUNK_HOME/etc/apps/Splunk_TA_snow/local/service_now.conf.
  3. Copy the snow_default stanza from default/service_now.conf, and add it to local/service_now.conf, if it does not already exist.
  4. In the snow_default stanza in local/service_now.conf, change the display_value=all parameter to display_value=false
  5. Save the file.
  6. Open or create a local/props.conf file. If you are using a single search head, open or create the file in $SPLUNK_HOME/etc/apps/Splunk_TA_snow/local/props.conf. If you are using a search head cluster, create the props.conf file in the configuration bundle on the deployer: $SPLUNK_HOME/etc/shcluster/apps/Splunk_TA_snow/local/props.conf.
  7. Follow the instructions provided in the default props.conf file under each affected stanza to create a set of FIELDALIAS statements, and then blank out a corresponding set of LOOKUP statements. For example:
    [snow:incident]
    # For display_value = false, add the following as it is in local/props.conf and uncomment under the corresponding stanza.
    LOOKUP-assignment_group = sys_user_group_list_lookup sys_id AS assignment_group OUTPUTNEW name AS assignment_group_name
    LOOKUP-location = cmn_location_list_lookup sys_id AS location OUTPUTNEW latitude, longitude, full_name AS location_name
    LOOKUP-user = sys_user_list_lookup sys_id AS assigned_to OUTPUTNEW user_name AS assignment_user_username, name AS assignment_user_name
    LOOKUP-user2 = sys_user_list_lookup sys_id AS caller_id OUTPUTNEW user_name AS user, name AS name
    LOOKUP-affect_dest = cmdb_ci_list_lookup sys_id AS cmdb_ci OUTPUTNEW name AS affect_dest
    LOOKUP-incident_state = incident_state_lookup state OUTPUTNEW incident_state_name
    
    # For display_value = false, override the following with blank values in local/props.conf under the corresponding stanza. For example, "FIELDALIAS-assignment_group_name = " without quotes
    FIELDALIAS-assignment_group_name =
    FIELDALIAS-incident_state_name =
    FIELDALIAS-affect_dest = 
    FIELDALIAS-assignment_user_name =
    FIELDALIAS-name =
    
    [snow:change_request]
    # For display_value = false, add the following as it is in local/props.conf and uncomment under the corresponding stanza.
    LOOKUP-assignment_group = sys_user_group_list_lookup sys_id AS assignment_group OUTPUTNEW name AS assignment_group_name
    LOOKUP-user = sys_user_list_lookup sys_id AS assigned_to OUTPUTNEW name AS assigned_to_name
    LOOKUP-user2 = sys_user_list_lookup sys_id AS assigned_to OUTPUTNEW name AS user
    LOOKUP-affect_dest = cmdb_ci_list_lookup sys_id AS cmdb_ci OUTPUTNEW name AS affect_dest
    LOOKUP-change_state = change_state_lookup state OUTPUTNEW change_state_name
    
    # For display_value = false, override the following with blank values in local/props.conf under the corresponding stanza. For example, "FIELDALIAS-assignment_group_name = " without quotes
    FIELDALIAS-assignment_group_name =
    FIELDALIAS-assigned_to_name = 
    FIELDALIAS-user =
    FIELDALIAS-affect_dest =
    FIELDALIAS-change_state_name =
    
    [snow:change_task]
    # For display_value = false, add the following as it is in local/props.conf and uncomment under the corresponding stanza.
    LOOKUP-assignment_group = sys_user_group_list_lookup sys_id AS assignment_group OUTPUTNEW name AS assignment_group_name
    LOOKUP-user = sys_user_list_lookup sys_id AS assigned_to OUTPUTNEW name AS assigned_to_name
    LOOKUP-user2 = sys_user_list_lookup sys_id AS assigned_to OUTPUTNEW name AS user
    LOOKUP-affect_dest = cmdb_ci_list_lookup sys_id AS cmdb_ci OUTPUTNEW name AS affect_dest
    LOOKUP-change_state = change_state_lookup state OUTPUTNEW change_state_name
    
    # For display_value = false, override the following with blank values in local/props.conf under the corresponding stanza. For example, "FIELDALIAS-assignment_group_name = " without quotes
    FIELDALIAS-assignment_group_name =
    FIELDALIAS-assigned_to_name =
    FIELDALIAS-user =
    FIELDALIAS-affect_dest =
    FIELDALIAS-change_state_name =
    
    [snow:problem]
    # For display_value = false, add the following as it is in local/props.conf and uncomment under the corresponding stanza.
    LOOKUP-assignment_group = sys_user_group_list_lookup sys_id AS assignment_group OUTPUTNEW name AS assignment_group_name
    LOOKUP-user = sys_user_list_lookup sys_id AS assigned_to OUTPUTNEW name AS assigned_to_name
    LOOKUP-user2 = sys_user_list_lookup sys_id AS assigned_to OUTPUTNEW name AS name, user_name AS user
    LOOKUP-affect_dest = cmdb_ci_list_lookup sys_id AS cmdb_ci OUTPUTNEW name AS affect_dest
    LOOKUP-problem_state = problem_state_lookup problem_state OUTPUTNEW problem_state_name
    
    # For display_value = false, override the following with blank values in local/props.conf under the corresponding stanza. For example, "FIELDALIAS-assignment_group_name = " without quotes
    FIELDALIAS-assignment_group_name =
    FIELDALIAS-assigned_to_name =
    FIELDALIAS-name =
    FIELDALIAS-affect_dest =
    FIELDALIAS-problem_state_name =
    
    [snow:em_event]
    # For display_value = false, add the following as it is in local/props.conf and uncomment under the corresponding stanza.
    LOOKUP-severity_name = severity_lookup severity AS severity OUTPUTNEW severity_name AS severity_name
    
    # For display_value = false, override the following with blank values in local/props.conf under the corresponding stanza. For example, "FIELDALIAS-severity_name = " without quotes
    FIELDALIAS-severity_name =
    
  8. Save the file.
  9. If you are running a search head cluster, push the configuration bundle to the cluster members by running the following command on the deployer: splunk apply shcluster-bundle. This restarts the search-head cluster members, if needed. If you are running a single search head, restart it manually.
  10. Restart your data collection node.
Last modified on 04 August, 2020
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This documentation applies to the following versions of Splunk® Supported Add-ons: released


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