Hello everybody!
Does anybody in this forum use checkmk Servicenow integration in production? What are your experiences and what are the main concepts how you set it up?
The included Servicenow intergration add-on is intended to create Servicenow Incident tickets, based on notification rules. Do you create Incidents for all host problems? Or have you limited it to high-priority hosts only? Do you use include/exclude lists for relevant service checks or do you raise incidents for everything? It seems there is no option to define the Servicenow incident assignment group, based on checkmk contacts or folders. How have you solved this? Do all incidents just get assigned to the same default group? Can Servicenow decide, whom to assign this to, based on the hostname?
Also: The concept of Servicenow itself seems to be to pull everything from the monitoring system and let Servicenow decide when to raise tickets. (There’s a pull-mechanism for the Nagios XI API, for example) Does anybody use Servicenow that way? Does root-cause analysis work in real life or do you still just get lots of single incidents for network, ESX and VMs, if an important network switch fails?
I’d be happy to hear your experiences and opinions!
Kind regards,
Dirk.