ServiceNow Integration - Event Management

Introduction

The Event Management integration between the HP Workforce Experience Platform and ServiceNow enables automatic creation and synchronization of incident, alert, and event data to provide timely visibility into critical workforce and device events across your organization.

This article provides step-by-step guidance to:

• Install the Event Management Plugin
• Configure user roles - Interactive User and Non-Interactive User
• Establish Secure Connection
• Guided Setup

This integration is designed to support proactive issue resolution, enhance IT efficiency, and align with HP’s broader strategy for digital experience monitoring.

1. Install the Event Management Plugin

Verify if the Event Management Core plugin is installed. If not, follow the below steps:

1. Log in to ServiceNow portal as an IT Admin user.
2. In the ServiceNow portal, go to Application Manager. The Application Manager page is displayed with a search box.
3. Search for the Event Management plugin.
4. Verify whether Event Management Core App ID: sn_em_ai is installed.
5. Go to System Applications > My Company Applications > All Apps. The available apps are displayed.
6. From the list of apps, find HP Workforce Experience Platform Event Management.
7. Select the application and click Install.

2. Set Up Non-Interactive Connector User

Create a non-human user for system integration. This is only for the web service access:

1. From the ServiceNow portal, go to the Users page. The existing users are displayed.
2. From the Users page, click New from the top right corner. The User creation page is displayed.
3. Create a new user and select the checkbox for the field Web service access only.
4. Go the Roles tab in the lower section of the page and click Edit.
5. Add the role - x_hpws_wrkfrc_exp.admin.
6. Click Save.

3. Set Up an Interactive User

Assign the following roles to users who will access the application interactively:

• x_hpws_wrkfrc_exp.admin: Grants access to all related modules and allows Guided Setup configuration.
• evt_mgmt_admin: Provides administrative permissions for event management.
• admin: Grants system-wide administrative privileges.
• x_hpws_wrkfrc_exp.user and evt_mgmt_user: Allows access to All Events, All Alerts, and All Incidents modules.

4. Establish Secure Connection

Establish a connection between WXP and ServiceNow.

1. Log in to WXP. The Home page is displayed.
2. From the left menu of WXP, click Integrations.
3. Locate the ServiceNow card, and click Connect. A dialog box titled ServiceNow is displayed.

4. Under the Event Management section, click Connect.

5. Click Next. If this ServiceNow app is your first integration, select Connect in this window.

6. Enter the credentials of the Interactive or Non-Interactive Connector User.

7. Click Connect.

5. Begin Guided Setup

1. On the ServiceNow portal, click HP Workforce Experience Event Management > Settings > Guided Setup. The Welcome to Guided Setup page is displayed.
2. On the Welcome page, click Continue. The HP Workforce Experience Platform Event Management Setup page is displayed, showing the names of tasks or activities to be completed:
   1. Calibrate URL References
   2. Provide API Key
   3. Select Tenants
      

Activity 1 : Calibrate URL References

The activity is used to ensure the links used in this guided setup are calibrated for your instance.

1. On the Setup HP Workforce Experience Integration page, click Calibrate URL References.
2. Open On Demand: Calibrate URL References.
3. Click Execute Now.
4. Select Mark as Complete, then click Continue.

Activity 2: Provide API Key

1. When the Calibrate URL References activity is completed, the next activity Provide API Key is displayed. The previous activity (Calibrate URL References) is displayed as completed with a green tick.
2. Review or update the API key.
3. Select Mark as Complete and click Continue.

Activity 3: Select Tenants

This is created to select HP Workforce Experience Tenants for Integration. When the Provide API Key activity is completed, the next activity Select Tenants is displayed.

1. Click Add to choose HP Workforce Experience tenants for integration.
2. After selecting tenants, click Submit.
3. Click Mark as Complete, then click Continue.

7. Configure HP Workforce Experience Integration

This section includes mandatory activities to configure the data synchronization.

Activity 1: Provide Identifier

This is used to define the origin of each event. This identifier is used as the correlation ID in incident records. On the Configure HP WXP Event Management Integration page of ServiceNow, the first Activity is Provide Identifier.

1. In the Provide Identifier section, enter a value, and click Save.
2. Click Mark as Complete
3. Click Continue.

Activity 2: Define Data Frequency

This is used to control the number of records retrieved per API call, optimizing performance. When the previous activity is completed, the Define Data Frequency activity is displayed.

1. Specify Items Per Page and click Save.
2. Click Mark as Complete and click Continue.

Activity 3: Field Mapping – Type, Priority, Status

This activity enables you to create field mappings between HP WXP incidents and the ServiceNow Event, Alert, and Incident tables.
Ensure that all values for the Type, Priority, and Status fields from HP WXP are mapped to the corresponding fields in ServiceNow. This helps to ensure that target records are created with the appropriate values.

1. Click Add Mappings for ServiceNow and click Save.
2. Click Mark as Complete and Continue.

The Severity defines the criticality of the incident and is used determine prioritization in ServiceNow.
Map severity levels, such as Low, Medium, or High, from HP WXP to the corresponding values in ServiceNow for accurate incident handling.

Activity 4: Field Mapping – Subtype

This activity enables you to create field mappings between HP WXP incidents and the ServiceNow Event, Alert, and Incident tables.
Ensure that all Subtypes from HP WXP are mapped to the corresponding Subcategories in ServiceNow. This helps to ensure that incident records are created with the appropriate classifications.

1. Click Add, select a subtype, and click Save.
2. Click Mark as Complete and Continue.

Activity 5: Failure Notification Group

This activity is used to specify the group that will receive failure notifications. Users in the selected group will be notified in the event of any integration failures.

1. Enter a group name that includes an email address and click Save
2. Click Mark as Complete and Continue.

Task 6: Define Event Rule

This activity allows you to update the existing event rule.

1. Go to the Event Filter & Threshold steps in the process formatter. Update the following:
   • Event Filter: Add or remove subtype values in the Metric Name filter.
     • Do not remove INTEGRATION_FAILURE, which triggers incident creation on integration failure.
   • Threshold: Optionally define event thresholds.
     • The application-related event rule will be visible, and you will be redirected to it if changes are made to the filter or threshold sections.
2. Click Mark as Complete and Continue.

Tip: To upload field mapping data using a template, refer to Section 8.

8. Load Data

This section includes mandatory steps to import historical integration data.

Activity 1: Define Filter – Historical Records

This activity is used to specify filters for importing historical records from HP Workforce Experience. This filter is applied only once to import records created prior to the initial application setup.

1. Navigate to Load Data > Define Filter: Historical Records.
2. Click Edit, then select the desired Date and Type values.
3. Click Submit.
4. Click Mark as Complete, then Continue.

Activity 2: Load Historical Records

This activity is used to load the historical records using the filters defined in the previous step.

1. Navigate to Load Historical Records.
2. Click Execute Now.
3. Click Mark as Complete and click Continue.

After the scheduled job is executed:

1. Go to HP Workforce Experience > All Incidents.
2. Confirm that all records matching the filter have been imported.
3. If records are missing, re-run the scheduled job using the last step in the guided setup.

Note: After installation and initial setup, all future incidents will be imported automatically by the periodic scheduled job.

9. Alternative Approach to Field Mapping (Template Upload)

This method is suitable for bulk data uploads. Use with caution, as errors must be handled manually.

20241217 HP WXP Sample Field Mapping.xlsx

1. Go to Load Data in the Navigator.
2. Create a new Staging Table.
3. Upload the Excel template after updating all Target Value cells.
4. Click Submit.
5. Select Create Transform Map.

6. Enter a name for the transform map and select the correct target table.

7. Click Transform.

10. App Privacy Policy

To view the app’s privacy policy, go to Navigator > HP WXP Event Management > Support > App Privacy Policy.

Finalizing the Guided Setup

(Applicable from the Xanadu release onward)

Once the final guided setup task, Confirm Completion, is marked as complete, the setup becomes locked and cannot be modified.

• Ensure all configurations are correct before completing the final task.
• If Confirm Completion has not yet been marked, any task can be restarted:
  • Click the three-dot menu in the top-right corner of the task.
  • Select Restart to make changes.

Related Resources

For additonal information, refer to the following articles:

• TDD for Event Management
• HP WXP - ServiceNow Integration for Device Management

Contact Us

For any assistance, create a support case or email [email protected].