ServiceNow keptn service

Whenever a remediaton action of type trigger-servicenow-flow is triggered by keptn, the servicenow-service will receive a keptn event of type sh.keptn.event.action.triggered. Based on the remediation configuration, the service can trigger any ServiceNow flow that has a REST API trigger with an arbitrary set of values which will be passed on to the ServiceNow API endpoint along with the sh.keptn.event.action.triggered event payload. After the ServiceNow action has finished running, it sends out a sh.keptn.event.action.finished event. By default the servicenow-service will also include the JSON payload of event sh.keptn.event.action.triggered when triggering the flow.

Example of an action triggered event:

{
    "type": "sh.keptn.event.action.triggered",
    "specversion": "0.2",
    "source": "https://github.com/keptn/keptn/remediation-service",
    "id": "f2b878d3-03c0-4e8f-bc3f-454bc1b3d79d",
    "time": "2019-06-07T07:02:15.64489Z",
    "contenttype": "application/json",
    "shkeptncontext": "08735340-6f9e-4b32-97ff-3b6c292bc509",
    "data": {
        "action": {
            "name": "CreateIncident",
            "action": "trigger-servicenow-flow",
            "description": "Creates a ServiceNow incident",
            "value": {
                "flowApiPath": "/api/dynat/keptn_create_incident",
                "httpMethod": "POST",
                "retries": 10
            }
        },
        "problem": {
            "ImpactedEntity": "carts-primary",
            "PID": "93a5-3fas-a09d-8ckf",
            "ProblemDetails": "Process name",
            "ProblemID": "762",
            "ProblemTitle": "cpu_usage_sockshop_carts",
            "State": "OPEN"
        },
        "project": "sockshop",
        "service": "carts",
        "stage": "staging",
        "labels": {
            "testId": "4711",
            "buildId": "build-17",
            "owner": "JohnDoe"
        }
    }
}

Remediation Config Example:

apiVersion: spec.keptn.sh/0.1.4
kind: Remediation
metadata:
  name: carts-remediation
spec:
  remediations:
    - problemType: High CPU Usage
      actionsOnOpen:
        - action: trigger-servicenow-flow
          name: Trigger ServiceNow Flow
          description: Creates a ServiceNow incident
          value:
            flowApiPath: /api/dynat/keptn_create_incident # mandatory parameter
            httpMethod: POST # mandatory parameter
            retries: 10

Compatibility Matrix

Please always double check the version of Keptn you are using compared to the version of this service, and follow the compatibility matrix below.

Keptn Version	ServiceNow Service Image
0.4.x	keptn/servicenow-service:0.1.3
0.5.x	keptn/servicenow-service:0.1.4
0.6.x	keptn/servicenow-service:0.2.0
0.7.x	keptn/servicenow-service:0.2.1
0.8.0-0.3	keptn/servicenow-service:0.3.0

Installation

Create ServiceNow secret

• Create a ServiceNow kubernetes secret to allow the ServiceNow keptn service to create events and update alerts in ServiceNow.

• Export the ServiceNow instance URL, user and password as environment variables:

export SERVICENOW_INSTANCE_URL="your_servicenow_instance_url" # https://xxxxxx.service-now.com"
export SERVICENOW_USER="your_servicenow_user"
export SERVICENOW_PASSWORD="your_servicenow_password"

• Run the following command to create the servicenow secret:

kubectl -n keptn create secret generic servicenow --from-literal="SERVICENOW_INSTANCE_URL=$SERVICENOW_INSTANCE_URL" --from-literal="SERVICENOW_USER=$SERVICENOW_USER" --from-literal="SERVICENOW_PASSWORD=$SERVICENOW_PASSWORD"

Note: The ServiceNow user needs to have the role(s) that matches with the REST API flow trigger.

Install the ServiceNow service on the keptn namespace

• Subscribe the servicenow-service to keptn sh.keptn.event.problem.open events by applying the distributor manifest:

• Deploy the servicenow-service by running the following command:

kubectl -n keptn apply -f https://github.com/keptn-contrib/servicenow-service/blob/$version/deploy/service.yaml

After running these commands, the servicenow-service and distributor are now deployed in your cluster. Execute the following commands to verify the deployment of the servicenow-service.

kubectl get svc servicenow-service -n keptn

NAME                 TYPE        CLUSTER-IP      EXTERNAL-IP   PORT(S)    AGE
servicenow-service   ClusterIP   10.51.246.134   <none>        8080/TCP   18m

kubectl get po -n keptn | grep "servicenow"

NAME                                                              READY   STATUS    RESTARTS   AGE
servicenow-service-5b67cc545c-c2452                               2/2     Running   0          17m

Troubleshooting

• To view the logs of the servicenow-service pod, you can run the following command:

kubectl logs -l 'run=servicenow-service' -c servicenow-service -n keptn

Sample log output:

{"timestamp":"2021-08-10T16:10:13.02515217Z","logLevel":"DEBUG","message":"Received event: sh.keptn.event.action.triggered"}
Flow State: QUEUED
Flow execution not yet complete sleeping 10 seconds before retry, 10 retries left
Flow execution completed, state value from API: COMPLETE

Delete the ServiceNow service on the keptn namespace

To delete a deployed servicenow-service and distributor, use the file deploy/service.yaml from this repository and delete the Kubernetes resources:

kubectl -n keptn delete -f https://github.com/keptn-contrib/servicenow-service/blob/$version/deploy/service.yaml