Tables of Contents

DISCOVERY Overview

Discovery roles

CMDB Roles

Discovery at Work

Discovery Phases

LAB 1.0 CMDB Overview

Validate your access:

Access your ServiceNow Instance

CMDB and Dependency Views

Oracle DB Look Up

1. cmdb>database>oracle

2. click on PS ORA01

PS-ORA01 - Form View

PS-ORA01 - Dashboard View

PS-ORA01 - Dependency Map

Legacy View Menu and Controls

Dependency Views maps contain the following menus and controls.

Map options

The following options are available across the top of the map.

	Menu to save, load and export views of the map.
<Root CI>	Next to the menu icon is the name of the current root node (CI) of the map.
	Enter the name of a CI, application service, or business service to load into the map. Alternatively, you can start typing to have the auto-complete feature present a list of CIs and services that match your partial value.
Vertical	Display the map in vertical view.
Horizontal	Display the map in horizontal view.
Radial	Display the map in radial view.
Force	Centers the elements around the parent CI, regardless of upstream or downstream relationships.
Group	Groups the elements according to their CI type.
Details	Displays related lists such as Problems, Changes and Related Services that are associated with the selected CI. Click a service to highlight the CIs that are associated with that service. Click Related Services, then double-click a service to display the map in the Event Management dashboard. If the Event Management plugin is active, then events and alerts are also displayed.
Settings	Set filters for the map.
	Use the navigation tools to increase or decrease the view of the map, rearrange the icons on the map, and move the map on the page. Use the plus sign (+) to increase magnification of the map. Use the minus sign (-) to decrease magnification of the map. Click the center dot to center the map on the page. Use the direction arrows to move the page in that direction. Use the selection tool under the navigation tool to toggle between moving the entire map or moving one CI on the map.

Map menu

The following options are available if you right-click the map background.

Run Layout	Redraws the map with the current layout option.
Fit To Screen	Resizes the map to fit all the nodes in the map window.
Reset Filters	Performs the same action as the Filters > Reset option.

Node menu

The following options are available if you right-click a node.

View Form	Displays the CMDB record of the selected CI in a new tab of the browser.
View Map	Reloads the map using the selected CI as the new root node, with the currently defined layout setting. This option does not display on the root node.
View Related Tasks	Displays all tasks or outages associated with the selected CI, including incidents, problems, change requests, and follow-on tasks. This option is always available, even if there are no tasks associated with the CI. This option does not appear on collapsed nodes.
View Affected CIs	Shows a list of all tasks that have the CI listed as an Affected CI. This option is only visible when you access the map from the map icon in a task record's Configuration item field.
View Related Outages	Displays all outages involving the selected CI. This option only appears when there is an outage associated with the CI. This option does not appear on collapsed nodes.
Add Relationship	This option displays a dotted green line that you can drag to another CI to create a relationship link. A popup dialog allows you to define the relationship type.
Expand	Displays all CIs and components within a clustered node, or virtual groups (virtual nodes that appear when glide.bsm.too_many_children is reached). This option appears only if the node is a cluster node or a virtual group node. If Load More was previously used, then Expand reverts the results of the Load More operation. The number of additional icons to display is bound by the value of the glide.bsm.max_nodes property.
Collapse	Collapses all CIs and components within a cluster node back to a single node. Also, collapses a virtual group that has been expanded. This option only appears if the node has been expanded using the Expand menu item. If Load More was previously used, then Expand reverts the results of the Load More operation.
Run Layout From Here	This option re-runs the chosen layout using the current node. Use this option to get a new or clearer view on the same map.
Load More	Starting at the selected icon, loads the next level of the map, past the setting of Max Levels. Virtual grouping is not applied at the newly loaded level even if the criteria for virtual grouping is met. The number of additional icons to display is bound by the value of the glide.bsm.max_nodes property.

Relationship menu

The following options are available if you right-click a relationship link.

View Relationship Form	Opens the CI Relationship form. You can modify the Parent, Type, and Child of the relationship from this form.
Modify Relationship	Searches for and selects a new relationship for this link.
Delete Relationship	Deletes a relationship. The relationship is deleted after prompting for confirmation.

CI Relationships

OOB Relationships

SN

CMDB Health Dashboards

CMDB Metrics

LAB 2.0 CMDB Health Dashboard

MidServer Overview

Mid Server Services Requirement     

How does the mid-server works?

MidServer Installation Process     

MidServer and Proxy Server

LAB 3.0 Install Mid-Servers Services

Install Windows Mid Server Services

1. Verify that the MID Server host has the correct JRE installed.
   The supported JRE version required for the MID Server host is any version in the Java 1.8 family, later than 1.8.0_152. Java 9 and 10 families are not supported.
2. If the MID Server host does not have the JRE installed or is running an unsupported version, download and install the correct version, and then configure either of the following:
   • Set the JAVA_HOME environment variable to point to a supported JRE.
   • Make java available in the PATH running environment.
3. Log in to the Windows host machine where you want to install the MID Server.
4. Create a folder for the MID Server on the top level of the drive such asServiceNow\MID Server1.
5. Download the MID archive file into the new folder.
6. Right-click the archive and select Extract All.
7. Navigate to the service-now\<mid server name>\agent folder that was created when the file was extracted.
8. Run installer.bat to start the MID Server installer.
   To configure the MID Server manually, skip to this step.
9. Use the installer to enter the following information.

   

   Field	Description
   ServiceNow instance URL	Enter the full URL of your instance, for example: https://mycompanyinstace.service-now.com
   ServiceNow MID Server username	Enter the name of the MID Server userthat you already created. The MID Server user must have the mid_server role.
   ServiceNow MID Server password	Enter the password for the user in the ServiceNow MID Server username.
   Use proxy	Select this check box if your MID Server communicates through a proxy to connect to the instance. Note: Your proxy server must use Basic Authentication for the MID server to connect to the instance.
   Proxy host	Enter the proxy server host name or IP address. Do not include the protocol in the host name. For example, enter proxyserver.domain.com, not https://proxyserver.domain.com.
   Proxy port	Enter the port through which the proxy server communicates. If you leave this field blank, it should use the proxy server's default port number.
   Proxy username	Enter the user name that has administrator rights to the proxy server.
   Proxy password	Enter the password for the user name.

10. Click Test your connection to validate the credentials and instance information. If you encounter any errors, verify the information that you input.
11. Click Next.
12. Configure the MID name parameters (see table).

    

    Field	Description
    MID Server name	Enter any MID Server name.
    MID Service wrapper name	Modify this field if necessary. It is populated automatically by prefixing snc_mid_ to the MID Server name. In most cases, you do not need to modify this.
    MID Server wrapper display name	Modify this field if necessary. It is populated automatically by prefixing ServiceNow MID Server_ to the MID Server name. In most cases, you do not need to modify this.

13. Click Next to view the summary.
    
14. Click Start MID Server.
    The local host starts the MID Server.

    When the MID Server service starts, it verifies that it is the only active (not down) MID Server with that name. If the MID Server discovers another active MID Server with the same name, the starting MID Server waits 5 minutes and sends another query. The MID Server repeats this query three times and logs each attempt in the agent log. If the MID Server still detects a duplicate after this cycle, it creates a record in the MID Server Issue [ecc_agent_issue] table and shuts itself down.

    Note: The record in the MID Server Issue [ecc_agent_issue] table cannot be resolved automatically by the instance. Close this record manually for accounting purposes. Either mark the issue Resolved or delete it.
15. Click Mid Servers List Page.
    The installer opens the MID Server list from your instance.
16. Select the MID Server name from the list.
    Note: It may take a few seconds for the MID Server time to establish a connection with your instance.
    The system displays the MID Server record.
17. From Related Links, click Validate.
    The MID Server Validated changes to Yes.
18. To configure the MID Server manually, edit the config.xml file with a text editor such as WordPad:
    1. Find the element <parameter name="url" value="https://YOUR_INSTANCE.service-now.com" /> element and change the value to the URL of your instance.
    2. Enter the MID user credentials in the mid.instance.username and mid.instance.password parameters.
       By default, the MID Server, uses basic authentication for SOAP messages. The password value is also encrypted authentication.
    3. (Optional) Find the <parameter name="name" value="YOUR_MIDSERVER_NAME_GOES_HERE" /> element and change the value for the MID Server name.
    4. (Optional) Enter connection information for the proxy server. Remove the appropriate comment tags from the proxy configuration information.
       For example, you can configure these parameters:

       • mid.proxy.use_proxy
       • mid.proxy.host
       • mid.proxy.port
       • mid.proxy.username
       • mid.proxy.password
19. Start the MID Server and verify that it is active.
    1. In the MID Server home directory (agent), execute the batch file start.batto start the new MID Server.
    2. Log into the instance and navigate to MID Servers > Servers to verify that the Status of your new MID Server is Up.
       Additional log information appears here:

       • The MID Server log on the instance.
       • The corresponding agent0.log.0 and wrapper logs (wrapper.log) in the MID Server agent\logs folder.
20. To stop the MID Server, use either of these procedures:
    • Windows command line: From the MID Server home directory (agent) run stop.bat.
    • Windows Services console: Right click ServiceNow <MID Server name>, and then select Stop.
21. To restart a stopped MID Server, use any of these procedures:
    • In the instance, navigate to MID Servers > Servers and open the record for a Down server. Under Related Links, click Restart MID.
    • Windows command line: In the MID Server home directory (agent), run Restart.bat.
    • Windows Services console: Right click ServiceNow <MID Server name>, and then select Start.

Install Linux Mid-Server Services

1. Verify that the MID Server host has the correct JRE installed.
   The supported JRE version required for the MID Server host is any version in the Java 1.8 family, later than 1.8.0_152. Java 9 and 10 families are not supported.
2. If the MID Server host does not have the JRE installed or is running an unsupported version, download and install the correct version, and then configure either of the following:
   • Set the JAVA_HOME environment variable to point to a supported JRE.
   • Make java available in the PATH running environment.
3. From the Linux command line, type mkdir -p /servicenow/mid server name to create the installation directory. You need to have read/write/execute permissions on this folder.
4. Extract the downloaded MID Server archive file, mid.os.zip into the servicenow/mid server name/ directory. Use the MID Server name created in the instance or create a new name that you will use for this MID Server moving forward.
   The resulting directory structure is /servicenow/<mid server name>/agent.
5. Change to the servicenow/mid server name /agent directory, and enter the following command to start the MID Server installer: ./installer.sh.
   If you prefer to manually configure the MID Server instead, skip to this step.
6. Use the installer to enter the following information.

   

   Field	Description
   ServiceNow instance URL	Enter the full URL of your instance, for example: https://mycompanyinstace.service-now.com
   ServiceNow MID Server username	Enter the user name of the MID Server user that you already created. The MID Server user must have the mid_server role.
   ServiceNow MID Server password	Enter the password for the user in the ServiceNow MID Server username.
   Use proxy	Select this check box if your MID Server communicates through a proxy to connect to the instance. Note: Your proxy server must use Basic Authentication for the MID server to connect to the instance.
   Proxy host	Enter the proxy server host name or IP address. Do not include the protocol in the host name. For example, enter proxyserver.domain.com, not https://proxyserver.domain.com.
   Proxy port	Enter the port through which the proxy server communicates. If you leave this field blank, it should use the proxy server's default port number.
   Proxy username	Enter the user name that has administrator rights to the proxy server.
   Proxy password	Enter the password for the user name.

7. Click Test your connection to validate the credentials and instance information. If you encounter any errors, verify the information that you input.
8. Click Next.
9. Configure the MID name parameters (see table).

   

   Field	Description
   MID Server name	Enter any MID Server name.
   MID Service wrapper name	Modify this field if necessary. It is populated automatically by prefixing snc_mid_ to the MID Server name. In most cases, you do not need to modify this.
   MID Server wrapper display name	Modify this field if necessary. It is populated automatically by prefixing ServiceNow MID Server_ to the MID Server name. In most cases, you do not need to modify this.

10. Click Next to view the summary.
    
11. Click Start MID Server.
    The local host starts the MID Server.

    When the MID Server service starts, it verifies that it is the only active (not down) MID Server with that name. If the MID Server discovers another active MID Server with the same name, the starting MID Server waits 5 minutes and sends another query. The MID Server repeats this query three times and logs each attempt in the agent log. If the MID Server still detects a duplicate after this cycle, it creates a record in the MID Server Issue [ecc_agent_issue] table and shuts itself down.

    Note: The record in the MID Server Issue [ecc_agent_issue] table cannot be resolved automatically by the instance. Close this record manually for accounting purposes. Either mark the issue Resolved or delete it.
12. Click Mid Servers List Page.
    The installer opens the MID Server list from your instance.
13. Select the MID Server name from the list.
    Note: It may take a few seconds for the MID Server time to establish a connection with your instance.
    The system displays the MID Server record.
14. From Related Links, click Validate.
    The MID Server Validated changes to Yes.
15. To configure the MID Server manually, change to the servicenow/mid server name /agent directory, and then edit the config.xml file as follows:
    1. Find the element <parameter name="url" value="https://YOUR_INSTANCE.service-now.com" /> and change the value to the URL of your instance.
    2. Enter the MID user credentials in the mid.instance.username and mid.instance.password parameters.
       By default, the MID Server, uses basic authentication for SOAP messages. The password value is also encrypted authentication.
    3. Find the <parameter name="name" value="YOUR_MIDSERVER_NAME_GOES_HERE" /> element and change the value for the MID Server name.
    4. (Optional) Enter connection information for the proxy server. Remove the appropriate comment tags from the proxy configuration information.
       For example, you can configure these parameters:

       • mid.proxy.use_proxy
       • mid.proxy.host
       • mid.proxy.port
       • mid.proxy.username
       • mid.proxy.password
16. Start the MID Server and verify that it is active.
    1. In the MID Server home directory (agent), execute the shell script start.shto start the new MID Server.
    2. Log into the instance and navigate to MID Servers > Servers to verify that your new MID Server has a Status or Up.
       Additional log information appears here:

       • The MID Server log on the instance.
       • The corresponding agent0.log.0 and wrapper logs (wrapper.log) in the MID Server agent\logs folder.
17. To configure the MID Server to restart automatically when the host is restarted, run${base_install_dir}/agent/bin/mid.sh install as root.
    This command installs the MID Server as a daemon service and adds the auto start scripts to the init.d directory.

    Note: You cannot install more than one MID Server service as a daemon on a Linux host. This is a limitation of the Tanuki wrapper service.
18. To stop the MID Server, navigate to the MID Server home (agent) directory and execute the stop.sh shell script.
19. To restart a stopped MID Server, use either of these procedures:
    • In the instance, navigate to MID Servers > Servers and open the record for a Down server. Under Related Links, click Restart MID.
    • Navigate to the MID Server home (agent) directory and execute the restart-service.sh script, using one of these commands:
      • ./restart-service.sh
      • sh restart-service.sh
      • bash restart-service.sh

Discovery Overview

Discovery Schedules 

ECC Queues - Status

Troubleshooting

   Lab 4.0 - Execute Discovery

Create Discovery Schedules

PORT PROBES > PROBES- PATTERN and SENSORS

Discovery Schedule

Discovery Timeline

PROBES - PATTERNS

https://yalesandbox.service-now.com/discovery_port_probe_list.do?sysparm_userpref_module=97fddeb70a0a070300eba90e0db535cd&sysparm_clear_stack=true

SSH

LINUX Probes

LINUX Patterns

Linux Server Pattern

pattern {
metadata {
id = "1d2810b14fa12200609b92918110c7a7"
name = "Linux Server"
description = ""
citype = "cmdb_ci_linux_server"
}
identification {
name = "discovery"
entry_point {type = "*"}
find_process_strategy {strategy = NONE}
step {
name = "Unix\\Linux Name Formatting"
ref {refid = "46d81a979f10320055063758442e707f"}
}
step {
name = "Insert OS name, version and name to cmdb_ci_linux_server"
transform {
src_table_name = "cmdb_ci_linux_server"
target_table_name = "cmdb_ci_linux_server"
operation {
set_field {
field_name = "os_version"
value = get_attr {"osVersion"}
}
set_field {
field_name = "os_name"
value = get_attr {"osName"}
}
set_field {
field_name = "name"
value = get_attr {"formattedHostname"}
}
}
}
}
step {
name = "DNS"
ref {refid = "ede27fe5db652200868a7c841f961984"}
}
step {
name = "Linux - Identity"
ref {refid = "a273cfe39f2032001d753758442e70b7"}
}
step {
name = "Linux - Find FQDN"
ref {refid = "5e1243e39f2032001d753758442e7041"}
}
step {
name = "Linux - Distribution"
ref {refid = "fe32c7e39f2032001d753758442e7065"}
}
step {
name = "UNIX - OS Uptime"
ref {refid = "80d2cbe39f2032001d753758442e7092"}
}
step {
name = "Update start date on Linux CI"
set_attr {
"cmdb_ci_linux_server[*].start_date"
get_attr {"start_date"}
}
}
step {
name = "Linux - Memory"
ref {refid = "4103cbe39f2032001d753758442e709a"}
}
step {
name = "Linux - Memory Modules"
ref {refid = "dc334fe39f2032001d753758442e70b7"}
}
step {
name = "Linux - Network ARP Tables"
ref {refid = "84538fe39f2032001d753758442e7086"}
}
step {
name = "Linux - CPU"
ref {refid = "e69343279f2032001d753758442e7067"}
}
step {
name = "Linux - Storage"
ref {refid = "303407279f2032001d753758442e708c"}
}
step {
name = "Linux - Cloud"
ref {refid = "4660f86edb057200c12ef9361d96190c"}
}
}
}

Horizontal discovery pattern probe failure

Horizontal Probe executed Commands

SENSORS

SNMP OID

DISCOVERY Data Collections and Requirements

Discovery Schedules

Discovery Behaviors

Create a Discovery behavior to determine which probes Shazzam launches and which MID Server is used.

1. Navigate to Discovery Definition > Behavior and click New.
2. Enter a name.
3. Right-click the form header and select Save.
   
4. In the Discovery Functionality related list, click New.
   Discovery Functionality defines what each MID Server in this behavior must do, specifically which protocols to detect.
5. Fill out the form fields:

   Field	Description
   Phase	Enter an integer that represents an arbitrary phase. The phase is used to group one or more functionalities together. All the functionalities within a specified phase are executed together, and all phases are executed in numerical order. All functionalities in a behavior can have the same phase. The Shazzam probe runs once for each phase in a behavior, which makes fewer phases desirable. Run multiple phases for behaviors only when devices in the network are running multiple protocols, such as SSH and SNMP. In that example, set one phase for the SSH scan and another phase for the SNMP scan.
   Active	Keep this option selected to apply the discovery functionality.
   Functionality definition	Click the lookup icon, and then select a pre-configured functionality that defines the protocol or list of protocols that each MID Server scans.
   Match criteria	Define criteria here for Windows MID Servers.
   MID Servers	Select one or more MID Servers to perform this functionality for the following Discovery types: IP Scan CI Scan Discovery automatically balances the load when multiple MID Servers are selected.

6. Right-click the form header and select Save.
7. To add criteria that the functionality must meet in order to be triggered, click New in the Functionality Criteria related list, fill out the form fields, and then click Submit.

   Field	Input Value
   Name	The name in the criteria is the variable that passes the following information: mid_server: MID Server that processes the results from the Shazzam probe. win_domain: Windows domain of the target device.
   Operator	Select a logical operator.
   Value	Enter the actual name of the MID Server (mid_server) or domain (win_domain) to pass to Discovery for this criteria. This field can also have a value of mid_domain, which defines the Windows domain of the MID Server that is processing the Shazzam results.

   Note:Functionality criteria are required for Windows MID Servers only, and only when the behavior controls Discovery across multiple domains. When the instance launches the Shazzam probe for a Discovery in which a behavior defines multiple MID Servers to scan multiple domains, the functionality criteria determine which MID Server process the results of the probe.

   The following graphic shows an example of functionality criteria. 

1. Navigate to Discovery > Discovery Schedules and create a new record.
2. Complete the Discovery Schedule form, using the fields in the table.
3. Right-click in the header of the record and select Save from the context menu.
4. To create a range of IP addresses to discover, click Quick Ranges under Related Links.

Validate discovery results

MID Server clusters

Port scan (Shazzam) phase

During the port scan phase, Discovery collects all the target IP addresses. It splits them equally between MID Servers matching the criteria (MID Servers are qualified to do the port scan). The Shazzam batch size, which you configured on the Discovery schedule, determines the number of IP addresses that each Shazzam probe can scan. This phase helps determine how much work each MID Server does during the port scan phase.

For example, you have 16,000 IP addresses to scan among three qualified MID Servers, and you use the default Shazzam batch size of 5000. Two of the MID Servers handle 5000 IP address scans (one Shazzam probe each). The other MID Server handles 6000 IP address scans by launching two Shazzam probes.