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gwenblum merged 4 commits into from
Oct 27, 2025
Merged

IQ Assist for ServiceNow update 101,105,106 #124

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433fd7e
IQ Assist: update runbook 101 CI and Custom Field setup
gwenblum Oct 24, 2025
c89c1d8
IQ Assist: update runbook 101 CI and Custom Field setup
gwenblum Oct 24, 2025
d2d6682
IQ Assist for ServiceNow: update 101 with custom field
gwenblum Oct 27, 2025
51616a7
IQ Assist for ServiceNow: update deps 105 - 106
gwenblum Oct 27, 2025
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30 changes: 23 additions & 7 deletions ...101-riverbed-iq-assist-for-servicenow-incident-diagnose-user-endpoint/README.md
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The runbook [Riverbed IQ Assist for ServiceNow - Incident - Diagnose User Endpoint](./Riverbed%20IQ%20Assist%20for%20ServiceNow%20-%20Incident%20-%20Diagnose%20User%20Endpoint.json) can be used as-is for Incidents assistance with Riverbed IQ Assist for ServiceNow.

When triggered from ServiceNow, the runbook diagnoses the user endpoint based on the Configuration Item (CI), and enriches the incident ticket.
When triggered from ServiceNow, the runbook diagnoses the user’s endpoint and enriches the incident ticket.

## Prerequisites

1. Riverbed IQ Assist opt-in feature is enabled (IQ > Administration > Riverbed IQ Assist configuration).
1. ServiceNow:
- [Riverbed IQ Assist for ServiceNow](https://store.servicenow.com/sn_appstore_store.do#!/store/search?q=Riverbed) is installed from the ServiceNow Store.

2. [Riverbed IQ Assist for ServiceNow](https://store.servicenow.com/sn_appstore_store.do#!/store/search?q=Riverbed) is installed from the ServiceNow Store.
2. Riverbed AIOps:
- Riverbed IQ Assist opt-in is enabled (IQ > Administration > Riverbed IQ Assist configuration) and the integration is configured (IQ > Integration Library).
- Aternity integration is installed and configured (IQ > Integration Library)
- ServiceNow integration is installed and configured (IQ > Integration Library)

3. Aternity integration on Riverbed IQ is installed.
## CI Setup

4. ServiceNow integration is installed (IQ > Integration Library).
In this setup, Riverbed IQ Assist uses the Incident’s associated Configuration Item (CI) to identify the user endpoint to diagnose.

1. Download the runbook file: [Riverbed IQ Assist for ServiceNow - Incident - Diagnose User Endpoint](./Riverbed%20IQ%20Assist%20for%20ServiceNow%20-%20Incident%20-%20Diagnose%20User%20Endpoint.json).
2. In IQ, go to Automation > External Runbooks and import the JSON.
3. Open the imported runbook and enable "Allow Automation"

## Quick Setup
## Custom Field Setup

In this setup, Riverbed IQ Assist reads a custom Incident field that contains the user endpoint to analyze.

1. Download the custom runbook: [Riverbed IQ Assist for ServiceNow - Incident - Diagnose User Endpoint](./Riverbed%20IQ%20Assist%20for%20ServiceNow%20-%20Incident%20-%20Diagnose%20User%20Endpoint%20from%20Incident%20Custom%20Field.json).
2. In IQ, go to Automation > External Runbooks and import the JSON.
3. Open the imported runbook and enable "Allow Automation"

## Other Setup

You can customize the setup to leverage other Riverbed IQ Assist skills. For example, the [runbook 105](../105-riverbed-iq-assist-for-servicenow-incident-caller-endpoint-diagnostic/) uses a skill to find the user endpoint.

After downloading the [runbook file](./Riverbed%20IQ%20Assist%20for%20ServiceNow%20-%20Incident%20-%20Diagnose%20User%20Endpoint.json), go to IQ Automation, import the runbook in the External Runbooks. And toggle "Allow Automation" on.

### License

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