7.8 ITSM Integration
7.8.1 ServiceNow Integration
+------------------------------------------------------------------+
| SERVICENOW INTEGRATION |
+------------------------------------------------------------------+
DNAC ServiceNow Operations
+---------------+ +---------------+ +-------------+
| | Webhook | | | |
| Issue |----------->| Incident |-------->| NOC |
| Detection | | Creation | | Dashboard |
| | | | | |
+---------------+ +---------------+ +-------------+
| | |
v v v
+---------------+ +---------------+ +-------------+
| Assurance | API | CMDB | | Ticket |
| Data |----------->| Update | | Workflow |
| | | | | |
+---------------+ +---------------+ +-------------+
| | |
v v v
+---------------+ +---------------+ +-------------+
| Resolution | Webhook | Incident | | Auto |
| Confirmation |<-----------| Closure |<--------| Resolution |
| | | | | |
+---------------+ +---------------+ +-------------+
7.8.2 ServiceNow Integration Configuration
# Platform > Developer Toolkit > ServiceNow Integration
ServiceNow_Settings:
Instance: company.service-now.com
API_Version: v2
Authentication:
Type: OAuth 2.0
Client_ID: <client_id>
Client_Secret: <client_secret>
Incident_Mapping:
DNAC_Priority_P1:
ServiceNow_Priority: 1
ServiceNow_Impact: 1
ServiceNow_Urgency: 1
Assignment_Group: Network-Critical
DNAC_Priority_P2:
ServiceNow_Priority: 2
ServiceNow_Impact: 2
ServiceNow_Urgency: 2
Assignment_Group: Network-Operations
DNAC_Priority_P3:
ServiceNow_Priority: 3
ServiceNow_Impact: 2
ServiceNow_Urgency: 3
Assignment_Group: Network-Support
CMDB_Sync:
Enable: Yes
Sync_Interval: 4 hours
Fields:
- Device Name
- IP Address
- Serial Number
- Software Version
- Location
- Role (Border/CP/Edge)
7.8.3 Webhook Payload Example
{
"eventId": "DEVICE_UNREACHABLE",
"instanceId": "uuid-12345",
"severity": "P1",
"category": "Device",
"type": "Network",
"name": "MUM-ED-01 Unreachable",
"description": "Device MUM-ED-01 is not responding to SNMP/ICMP",
"timestamp": "2025-12-26T08:30:00Z",
"details": {
"deviceName": "MUM-ED-01",
"deviceId": "device-uuid-001",
"deviceIp": "10.252.12.5",
"deviceType": "Catalyst 9300",
"site": "Global/APAC/Mumbai/Building_MUM_HQ/Floor_1",
"lastSeen": "2025-12-26T08:25:00Z",
"impactedClients": 45
},
"suggestedActions": [
"Check physical connectivity",
"Verify power status",
"Check upstream switch port"
]
}