Cisco DNA Center Service Now integration

[jack short]

Hi Everyone,

I am working on integrating Cisco DNA Center and Service Now for event management subscriptions and was wondering if anyone knows the API payload that Cisco DNA Center sends to Service now when opening an incident? I am working with our in-house service now developer and am trying to get this setup, but am having all sorts of issues. We are at a point where Service now will open incidents from Cisco DNA Center, but it wont populate any information. According to the support bundle for ITSM integration here is the sample schema that is sent, but i need to know the specific payload so our developer can make sure the data is populated on service now properly.

{

  "severity": "integer",

  "source": "string",

  "node": "string",

  "type": "string",

  "event_class": "string",

  "time_of_event": "string",

  "message_key": "string",

  "description": "string",

  "ci_identifier": string",

  "additional_info": “string"

}

below is what our normal service now tickets open with

{

"caller_id":"string",

"short_description":"string",

"business_service":"string",

"assignment_group":"string"

}

[nirraman]

Hi,

The payload that Cisco DNA Center sends to ServiceNow when opening an incident can vary based on the specific configuration and customization of your integration. However, a general understanding of the fields commonly included in the payload are:

1. Severity: An integer value representing the severity level of the incident.
2. Source: A string indicating the source of the event or incident (e.g., "Cisco DNA Center").
3. Node: A string identifying the network device or system associated with the event.
4. Type: A string specifying the type of the event or incident.
5. Event Class: A string indicating the class or category of the event.
6. Time of Event: A string representing the timestamp or time of occurrence of the event.
7. Message Key: A string uniquely identifying the event or incident message.
8. Description: A string providing a description or summary of the event or incident.
9. CI Identifier: A string identifying the Configuration Item (CI) or affected asset related to the event.
10. Additional Info: A string containing any additional information relevant to the event or incident.

Based on the information you provided, it seems that your ServiceNow developer expects additional fields for opening incidents. In your normal ServiceNow tickets, you have fields like "caller_id," "short_description," "business_service," and "assignment_group."

To ensure that the data is populated correctly in ServiceNow, your developer may need to map the fields from the Cisco DNA Center payload to the corresponding fields in ServiceNow. This mapping process involves configuring the integration and specifying how each field in the payload should be mapped to the corresponding field in ServiceNow.

Please note that the specific payload structure and field mappings may depend on the configuration of your Cisco DNA Center and the customization of your ServiceNow instance. It is recommended to consult the documentation or support resources provided by Cisco and ServiceNow for more specific guidance and examples based on your integration setup.

If you find my reply solved your question or issue, kindly click the 'Accept as Solution' button and vote it as helpful.

You can also learn more about Cisco DNA Center through our live Ask the Experts (ATXs) session. Check out Cisco DNA Center ATXs Resources [https://community.cisco.com/t5/networking-knowledge-base/cisco-dna-center-ask-the-experts-resources/ta-p/4394489] to view the latest schedule for upcoming sessions, as well as the useful references, e.g. online guides, FAQs.

Regards,
Niranjana Ramanan