Connecting Azure with ITSM tools using ITSM Connector
In this tutorial we will understand the ITSM tools with the process of adding the ITSM Connector Solution, creating an ITSM connection and using the connection.
The IT Service Management (ITSM) Connector is for connecting Azure and a supported IT Service Management (ITSM) product/service. However, Azure services like Log Analytics and Azure Monitor provide tools for detecting, analyzing and troubleshooting issues with your Azure and non-Azure resources. but, the work items related to an issue depends on an ITSM product/service. ITSMC supports connections with the following ITSM tools:
- ServiceNow
- System Center Service Manager
- Provance
- Cherwell
However ITSMC can be used for:
- Firstly, creating work items in ITSM tool, based on your Azure alerts (metric alerts, Activity Log alerts and Log Analytics alerts).
- Secondly, you can sync your incident and change request data from your ITSM tool to an Azure Log Analytics workspace.
Adding the IT Service Management Connector Solution
Before creating a connection, first you need to add the ITSM Connector Solution.
- So, in Azure portal, click + New icon.
- Then, search for IT Service Management Connector in the Marketplace and click Create.
- After that, in the OMS Workspace section, select the Azure Log Analytics workspace where you want to install the solution.
- In the OMS Workspace Settings section, just select the ResourceGroup where you want to create the solution resource.
- Lastly, click Create. And, when the solution resource is deployed, a notification appears at the top right- of the window.
Creating an ITSM connection
After installing the solution, now you can create a connection.
Firstly, for creating a connection, you will need to prep your ITSM tool for allowing the connection from the ITSM Connector solution. However, depending on the ITSM product you are connecting to, use the following steps:
- System Center Service Manager (SCSM)
- ServiceNow
- Provance
- Cherwell
And, once you have all ITSM tools, follow the below steps to create a connection:
- Firstly, go to All Resources, look for ServiceDesk.
- Secondly, under WORKSPACE DATA SOURCES in the left pane, click ITSM Connections. ITSM connections
- After that, click Add Connection.
- Lastly, specify the connection settings as described in Configuring the ITSMC connection with your ITSM products/services article.
Using the solution
With the ITSM Connector solution, you can create work items from Azure alerts, Log Analytics alerts and Log Analytics log records.
Creating ITSM work items from Azure alerts
Now that you have created the ITSM connection, you can create a work item in your ITSM tool based on Azure alerts, by using the ITSM Action in Action Groups. However, action Groups provide a modular and reusable way of triggering actions for your Azure Alerts. And, you can use Action Groups with metric alerts, Activity Log alerts and Azure Log Analytics alerts in Azure portal.
- Firstly, in Azure portal, click Monitor.
- Then, in the left pane, click Action groups. The Add action group window appears.
- After that, provide a Name and ShortName for the action group. Then, select the Resource Group and Subscription for creating your action group.
- Now, in the Actions list, select ITSM from the drop-down menu for Action Type. And, provide a Name for the action and click Edit details.
- Then, select the Subscription where your Log Analytics workspace is located. Select the Connection name using Workspace name.
- After that, Select Work Item type from the drop-down menu. Then, choose to use an existing template or fill the fields necessary for ITSM product.
- Lastly, Click OK.
However, when creating/editing an Azure alert rule, use an Action group, which has an ITSM Action. When the alert triggers, a work item is created/updated in the ITSM tool.
Data synced from ITSM product
In this, the incidents and change requests are synced from your ITSM product to your Log Analytics workspace on the basis of connection’s configuration.
The following information below display the examples of data gathered by ITSMC:
Work item: Incidents
ServiceDeskWorkItemType_s=”Incident”
Fields
- ServiceDeskConnectionName
- Service Desk ID
- State
- Urgency
- Impact
- Priority
- Escalation
- Created By
- Resolved By
- Closed By
- Source
- Assigned To
- Category
- Title
- Description
- Created Date
- Closed Date
- Resolved Date
- Last Modified Date
- Computer
Work item: Change Requests
ServiceDeskWorkItemType_s=”ChangeRequest”
Fields
- ServiceDeskConnectionName
- Service Desk ID
- Created By
- Closed By
- Source
- Assigned To
- Title
- Type
- Category
- State
- Escalation
- Conflict Status
- Urgency
- Priority
- Risk
- Impact
- Assigned To
- Created Date
- Closed Date
- Last Modified Date
- Requested Date
- Planned Start Date
- Planned End Date
- Work Start Date
- Work End Date
- Description
- Computer
Troubleshooting ITSM connections
If anyhow the connection fails from connected source’s UI with an Error in saving connection message, then take the following steps:
- For ServiceNow, Cherwell and Provance connections, firstly, ensure that you correctly entered the username, password, client ID, and client secret for each of the connections.
- After that, check if you have sufficient privileges in the corresponding ITSM product to make the connection.
- For Service Manager connections, ensure that the Web app is successfully deployed and hybrid connection is created. However, for verifying the connection is successfully established with the on premises Service Manager machine, visit the Web app URL.
If data from ServiceNow is not syncing with Log Analytics, then ensure that the ServiceNow instance is not sleeping. As ServiceNow Dev Instances go to sleep when idle for a long period. Else, report the issue.
And, if Log Analytics alerts fire but work items are not created in ITSM product or configuration items are not created/linked to work items or for any other generic information, look in the following places:
- Firstly, ITSMC: The solution shows a summary of connections/work items/computers etc. Click the tile showing Connector Status, which takes you to Log Search with the relevant query.
- Secondly, Log Search page: view the errors/related information directly using the query *ServiceDeskLog_CL*.
Reference: Microsoft Documentation